Campus Logistics Support Service Satisfaction Survey Report, International Campus, Zhejiang University Year 2017

06/11/2018

1. Basic Information

Office of Campus Development and Management organized a campus-wide satisfaction survey on logistics support service in January 2018 to get a better understanding of feedback and suggestions of campus services. This survey was sent to all students and faculties at International Campus so that we could evaluate the service quality and efficiency on campus logistics support service more objectively.

There have been 108 questionnaires collected by the deadline, 68 from undergraduates, 11 from postgraduates, 20 from admin staff and 9 from faculties. With the total number of on-site students (463) and staff (105), the response rate of students is 17% and 28% for staff. The overall response rate is 19%.

2. Survey Index

1) Tier 1 index

It was set based on eight service modules, including catering, Residential College accommodation, serviced apartment, shuttle bus, teaching space and campus venue, sports facilities, express delivery and campus clinic, and there is a merit on overall campus environment and logistics support service.

2) Tier 2 index

There are tier 2 index set within each service module, the tier 2 index was measured in satisfaction rate, ranking from very dissatisfied, somewhat dissatisfied, neither satisfied nor dissatisfied, somewhat satisfied, very satisfied and not applicable.

3) Open-ended Question

There is an open-ended question at each service module, including the overall evaluation session to collect feedback and suggestions from end users.

3. Results

1) The Overall Comment on Campus Support Service Satisfaction

The campus support service satisfaction rating is 8.65, the average rating is 8.97 from undergraduates, 8.2 from postgraduates, 7.95 from admin staff and 8.33 from faculties. The details are as below:

TIM图片20180613133944.png