Customer satisfaction with the quality of services provided by USM private entity

(for the period of January – April 2016)

Astana, 2016.

Quantity of respondents

261

483

106Staff

Students

Faculty

251 out of 850 respondents (29,5%) had never participated in the survey before.

The satisfaction level for all services

TranslationDesk Residential Facilities ServiceDesk Sports Center TransportDeskNon-residential Facilities

69.8%

72.7%

75% 75.7%

77.9% 78.1%

Non-financial incentive for employees to improve the quality of services is expected on aquarterly basis.

The service satisfaction level of non-residential facilities – 78,1%

Block 1 Block 2 Block 3 Block 4 Block 5 Block 6 Block 7 Block 8 Block 9 Block С3

7079.1 76.2 79.5 80 77.9 75.4

69.4 67.1

83.6

For the purposes of quality improvement, USM applies practice of manager rotationbetween the Blocks.

The service satisfaction level of residential facilities – 72,7%

Block 11 Block 19 Block 20 Block 22 Block 23 Block 24 Block 25

73,975.4

77.8

6870

67.765.4

Student Housing

The service satisfaction level of residential facilities

Block 21 Block 38 Block 39 "Northern Lights" RC

"Highvill- Astana" RC

83.7

81.5 81.7

85

83

Faculty and Staff Housing

Dynamics of satisfaction by the periods

2011 2012 2013 2014 2015 Jan-Apr 2016

50 53

6371 73.5 75.4

USM’s conducted measures based on the results of the survey

Based on the results of January – April 2016 survey, the following activities are carried out:

1) TransportDesk Based on the survey results, the following activities have been carried out:1. Awareness-raising conversation with drivers regarding traffic safety conditions in urban area, as well as drivers’responsibility for safety of their passengers.2. An unscheduled briefing with drivers about safety of driving.3. For the purposes of safety of driving, the technical diagnostics of all cars have been conducted and all identifieddefects have been eliminated.

It’s planned that:A mechanical worker will accompany a driver in order to monitor and evaluate driver’s safety level.

2) ServiceDesk has arranged a meeting with shift supervisors where several issues such as work discipline andmeasures to improve the quality of services have been discussed. Also, USM is currently taking measures to reduceprocurement time.

3) TranslationDesk is constantly working on translation quality from Russian to English and from English to Russian. TranslationDesk enhances control over performance of the outsourcing company.

USM’s conducted measures based on the results of the survey

Based on the results of January – April 2016 survey, the following activities are carried out:

4) Sports Center conducts equipment maintenance and outdoor field maintenance and control over janitorial servicesschedule. All other comments are currently in the process of review.

5) Department of Residential Facilities has conducted the explanatory work with block managers regarding thequality of services. All cleaning and access control issues have been transferred to responsible executives. TheDepartment is currently working on campus infrastructure development.

6) Department of Non-Residential Facilities has discussed cleaning issues with the cleaning company. All issuesconcerning access control units have been transferred to responsible executives. Necessary explanatory work on goals and objectives have been carried out with block managers. The Department is constantly working on improving the quality of services.

7) Access Control Service conducts constant activities concerning work ethics, courtesy and kindness, respect and responsiveness, punctuality and responsibility, professionalism, competence and compliance with generally accepted moral and ethical standards. The Access control Unit plans to arrange several meetings with the Student Government to discuss dormitory rules violation prevention and compliance with the rules in the second half of 2016.

Customer satisfaction with the quality of services provided by USM private entity

(for the period of January – April 2016)

Astana, 2016.