In March 2017, when we distributed our annual Customer Satisfaction Survey to permit holders, we promised to share the findings of the survey as well as pertinent action items. We have spent a great deal of time reviewing those findings and determining where we need to focus our attention for this year.
We are providing that information below. It is our pledge to you that we continue to listen and respond to our customers and continue to advocate for the best possible parking experience.
For those of you who participated in the 2017 survey, we thank you! For those who have yet to provide input, we would welcome your comments at any time through our Customer Service Center at email@example.com or via future surveys. (If you receive our 2018 survey, we hope you will take the time to complete it.)
The annual surveys are intentionally constant so that longitudinal data may be leveraged to assist us in improving service, increasing efficiencies, and identifying new opportunities for serving customers.
Sarah M. Blouch
President and CEO
In late March 2017, more than 34,000 Ohio State parking permit holders (faculty, staff, students) were invited to respond to an online survey to measure their satisfaction with CampusParc’s operation of the parking system. We received a 13% response rate to the survey—considered to be statistically significant for analysis—that was then analyzed across several segments, including permit type, parking location, affiliation of faculty/staff (i.e., Wexner Medical Center, academic), and optional personal data.
Our intent is to be accountable for responsibilities that are ours and to partner with the university in addressing areas of concern that remain their responsibility throughout the parking concession. We also intend to track survey responses over time to identify trends and determine progress in addressing satisfaction with our performance.
We measured satisfaction with:
Key Findings, Takeaways
- Overall, academic campus customers indicated slightly higher satisfaction in every category than Wexner Medical Center permit holders.
- At least 77% of customers were either neutral, satisfied, or very satisfied with our performance in all categories associated with our responsibility. (See above.)
- Highest satisfaction ratings were with facility maintenance, equipment reliability, cleanliness, lighting, and permit sales. But all showed some room for improvement.
- Lowest ratings were for customer interaction, with 23% of customers dissatisfied or very dissatisfied.
- In-person interaction at our University Gateway Customer Service Center showed a high resolution rate (81%) and related satisfaction.
- Interaction by email, call box phone, and ambassadors in garages showed lower scores in all categories.
Open-Ended Questions Analysis
We received and reviewed more than 18,000 comments in response to open-ended questions. Due to the detailed nature of the comments, we were able to determine our priority focus areas for improvement of service to our customers.
While we intend to continuously strive to improve all parking services, you identified these two areas as priorities to you:
- Helpfulness, attitude, empathy of CampusParc employees
- Performance of garage equipment
We are also committed to partnering with the university to seek meaningful ways to address areas of concern that remain their ultimate responsibility:
- Inadequate proximate parking
- Cost of parking
- Valet at WMC and implications on available parking
- Non-university events conflicting with permit parking
Our response to the two primary areas of concern for customers (that are within our responsibility):
Helpfulness, Attitude, Empathy of CampusParc Employees
- conducting an audit of calls to our Customer Service Center to identify areas for improvement/training;
- exploring technologies that will contribute to enhanced customer interaction in garages, made capable through a significant investment in new software;
- heightening management involvement in responses to customer emails, social media commentary, etc. to ensure a friendly tone and helpful content;
- attending to the “tone” of all marketing communication messaging, moving to a friendlier, more succinct voice; and
- training all front-line staff to be more widely viewed as helpful and patient with customers.
Performance of Garage Equipment
In 2017, we concluded the installation of new gate equipment and software for all garages, which is proving to address a large majority of complaints about gate/equipment operation. We continue to monitor performance and promptly address issues as they occur.
Of course, this is not an exhaustive list, but reflects areas of greatest concern to customers that we are addressing.
Suggestions? Ideas? Concerns?
Contact our Customer Service Center
Or visit Customer Service
Gateway Plaza, 1560 N. High Street
Lobby hours: 7:30 a.m. - 4:30 p.m. weekdays