7/28/2019 Voice of Customer Sample Questionnaire 2

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SAMPLE VOC QuestionsHousing Resident Checkout Team

Resident Checkout Voice of the Customer Questions Internal

Customers

Every year upwards of 700 residents of University Housing change rooms or move

out for one reason or another. The administrative and physical process of moving a

student from room to room or out of housing involves most departments of Housing.

A Housing group has come together to analyze the current process and attempt to

refine that process which will lead to better resident satisfaction and more efficient

use of internal resources. Jeanne

1) Thinking about your role with the COR process, what is important to you? That I

receive the paper work in my box asap, getting the e-mail ahead of time helps but I

dont move forward until I get the paper work

2) Rank each of the items above on a scale of 1 to 5, where 5 = Most Important and

1 = Least Important (can have more than one 5 but they shouldnt be all 5s)The paper work is 5 the e-mail is 1 because they cancel the COR or change theCOR date from the e-mail it doesnt pay to do anything

Befor the paper work arrives or if the student does not sign the paper work then itsdelayed

3) What works well with the current process?E-mails and paper work or assignment

calls, But really the

COR paper work

4) Is there anything that doesnt work well with the current process? Well the COR

arrives after the student is gone so its hard to see who caused the issues, if any ,in

the room, or by the time we get to the room the roommate has taken over room so

for billing purposes is not worth much

5) Do you have any suggestions on how we could improve the process? If they could

go ahead without

The signed COR and Check the room out with the student present , That way its just

like moving out of a apartment if there is a issue the student is still here to discuss

it. Or if they leave without turning in signed COR or keys ,just take it out of their

security deposit.

Thank you very much for your time!

7/28/2019 Voice of Customer Sample Questionnaire 2

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SAMPLE VOC QuestionsHousing Resident Checkout Team

Survey Plan

- Assignment Staff Kim, Emily (John to interview)

- Hall Desk Supervisor Holt, Chadbourne, Sellery (Tom interviews-Chad &

Sellery, Dave interviews-Holt; Jaci will provide names)

- Building Supervisor Tammie, Tammy, Jeanne, Jeff (Jim F interviews- Lakeshore;

Jim S interviews-Southeast)

- Housing Accounting Staff Jane, (Joe to interview)

- Each person should type up their notes and e-mail them to Jim Franzone as

completed.

- Jim will combine them into one document and upload the combined and

separate documents to My WebSpace.