Customer Advisory Groups
Customer feedback is critical to improving service. FM collects feedback in many different ways, ranging from the the annual Sightlines Customer Satisfaction Survey to informal conversations with students, faculty and staff. But, with more than 80,000 people on campus it can be difficult to capture "the voice of the customer." One of the most valuable tools FM utilizes to for collect feedback is regular meetings with stakeholders.
FM established the BRIDGE group in 2007 to determine who truly represents a college or department and solicit their input. Deans appoint BRIDGE members to convey facilities related information to FM. Meeting every other month, the group acts as a "bridge" between customer and service provider. This structured communication has helped FM address topics like building hours, weekend staffing concerns, cleaning schedules as well as heating and cooling issues.
Building on the success of BRIDGE and the long established West Bank Advisory Group, FM recently created Customer Advisory Groups in each of the three service districts -- Health Sciences, East Bank and St. Paul-West Bank -- to provide even more geographic focus to the discussion.
"We want to meet and exceed the expectations of our customers," said East Bank District Director Beth Louden. "These advisory groups create a customer-friendly environment that makes feedback easily accessible."
Dozens of contacts were invited to be part of each group and monthly meetings. You might call it a monthly 'touch-base' to update building contacts on FM operations. The meetings also serve as a conduit for departmental questions and comments. Some of the topics covered in Customer Advisory Groups include:
- Building Security
- Construction Projects
- Specific building related maintenance and custodial issues
- Service levels
- Parking and transportation related items
- Energy Management associated issues
Customer Advisory Groups, along with the BRIDGE Group, will help FM continue to improve the customer experience and expand communication campus-wide.
"Meeting regularly with our customers ensures that we are accountable to their concerns and reach consensus for practical solutions," said Health Sciences District Director Sam Talbert.