Customer Surveys

Tiger1 Card ServicesClemson University

Session Focus• Educate

– As always the big QUESITON. How well is my operation meeting the needs of the university. Use surveys to impact the card program and the university customers.

• Innovate– Web surveys are easy to send and gather results. Use

this data to better manage and leverage your resources.

• Everywhere– Schools all over the country are developing surveys. If

you have not then WHY?– Here are a few facts that hopefully will help you move

forward in stating a program or at least answer a few questions about the process and the results we found at our school.

Are you the correct session?• Getting Results with a Card Office Survey

2:00 PM - 2:50 PMSpeakers:William H. McGee, Director of Tiger 1 Card Services, Clemson UniversityStan Smith, Assistant Director Tiger 1 Card Services, Clemson University

Session Focus: Blackboard Transaction System™

Are your services meeting the customer’s needs? Survey results can provide critical information about the success of your operation. Clemson University's Tiger 1 Card Office has developed and used surveys for the last several years to guide the services and operation of the card office. Learn how to make changes and decisions based on facts, not fiction.

Tiger 1 Surveys

• Web based• Sent out each day• Automated with Extract• Admin tool complies results

Questions we ask

• Was your visit to the Tiger 1 Card Office quick and convenient?

• Were the employees knowledgeable?Did you receive friendly service?

• Were you satisfied overall with your visit to the Tiger 1 Card Office?

Questions we ask•

Did you feel the staff was courteous and cared about their jobs?

• Was your request handled correctly during your visit?

•Did you have to wait in line?Average wait time:

Questions we ask

Which would you prefer when depositing money onto your Tiger 1 Card:

• Coming into the office• Calling the office• Using the online website• VTS

Questions we ask

• Do you feel the Tiger 1 Card Office could be improved in any way?

Do you have any additional suggestions or comments about the Tiger 1 Card Office?

ResultsOver all Summary

94%

97.50%

99.30%

96%

91%

92%

93%

94%

95%

96%

97%

98%

99%

100%

Was your visit to theTiger 1 Card Off ice

quick and convenient?

Were the employeesknow ledgeable?

Receive friendlyservice?

Were satisf ied w ithoverall visit to the Tiger

1 Card Off ice?

Over all Summary

ResultsStaff Customer Service

95%

99.30%

92%

88%

90%

92%

94%

96%

98%

100%

Felt the staff w ascourteous and cared

about their jobs?

Your request handledcorrectly during your

visit?

Did not have to w ait inline?

Staff Customer Service

ResultsPrefered Options for deposits

51%

9.80%

37.50%

1.00%

0%

10%

20%

30%

40%

50%

60%

Coming into the off ice Calling the off ice Using the online w ebsite VTS

Prefered Options for deposits

ResultsRoom For improvment suggestions

75%

0%

10%

20%

30%

40%

50%

60%

70%

80%

Did not feel the Tiger 1 Card Off ice could be improved in any w ay?

Room For improvment suggestions

Comments from Surveys• don't charge as much to replace: lost, stolen, or damaged cards • it would be nice if tiger 1 were housed in one of the unions instead of out of the way in

Fike • Set up a better way to take the I.D. pictures... • Other locations around campus instead of just in Fike. • There's always room for improvement. • There should be either be more places on campus to check your account or the web

statements should be sent more often. • There's always room for improvement. • What is the value transfer system? The fact that I am a senior and have never heard

of this means that it needs to be explained and publicized. • I have no idea since I have never been in the office but the survey forces a yes or no. • I wish I could know what's in my Tiger Stripe account at any time instead of waiting for

statements to be released. • More campus central location • there's always room for improvement. • People could have access to their money after the school year ends. • More places should accept Tiger 1 card. • Staff could be a little more courteous. Not every staff member is discourteous though. •  

Comments from Surveys• good job • overall, the staff is wonderful and the card is great for use

on and now off campus But it defeats the purpose if there's constantly an error signal when I use my card

• No • You do a good job of serving the university. Thank you. • Service has always been very good! • I also feel that there can be an office for Tiger 1 on the

opposite side of campus. • Enjoy your day. • enjoy your day! • No • Very friendly employees!

Thank You!William McGee

DirectorTiger 1 Card Services

Student AffairsClemson University

bmcgee@clemson.edu