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DISTANCE LEARNING: CEVS CUSTOMER SATISFACTION
PROGRAM A Vision for UAMS
Mario D. Wallace, Assistant Director
PurposeThis training initiative is designed to show valued customers how to complete the customer satisfaction survey (CSS). The CSS captures metric data that measures the work performances of the housekeeping personnel. The targeted audience for completing the CSS follows: • Administrative Assistant Specialist • Building Managers
OverviewThis training teaches you how to comply with the CSP and complete the online customer satisfaction form. Upon the completion of the training, you will be able to achieve the following:
• Evaluate housekeeper’s work performances• Complete the online survey• Impact facility’s service level of cleaning
New TermsDatabase Manager: Housekeeping personnel
who is responsible for managing the database, making Cold Calls, identifying with training opportunities, and generating reports.
Cold Call: Unannounced call to customers for gathering data to complete survey.
Initial Survey: Survey emailed to newly acquired customers.
Data Field: A space on the data form where information is typed.
Custodial Levels
1. Level 1 – Unkempt Neglect
2. Level 2 – Moderate Dinginess
3. Level 3 – Casual Inattention
4. Level 4 – Ordinary Tidiness
5. Level 5 – Orderly Spotlessness
Level 1 – Unkempt Neglect• Floors and carpets are dull, dirty, dingy, scuffed,
and/or matted. There is a noticeable buildup of old dirt and/or floor finish in corners and along walls. Base molding is dirty, stained, and streaked. Gum, stains, dirt, dust balls, and trash are broadcast.
• All vertical and horizontal surfaces have major accumulations of dust, dirt, smudges, and fingerprints, all of which will be difficult to remove. Lack of attention is obvious.
• Light fixtures are dirty with dust balls and flies. • Trash receptacles overflow and are stained,
marked, and smell sour.
Level 2 – Moderate Dinginess• Floors are swept or vacuumed clean, but are dull,
dingy, and stained. There is a noticeable buildup of dirt and/or floor finish in corners and along walls.
• There is a dull path and/or obviously matted carpet in the walking lanes. Base molding is dingy with streaks or splashes.
• All vertical and horizontal surfaces have conspicuous dust, dirt, smudges, fingerprints, and marks. Lamp fixtures are dirty.
• Trash receptacles are stained, marked, and smell sour.
Level 3 – Casual Inattention• Floors are swept or vacuumed clean but stains
are noticeable upon close observation. Visible buildups of dirt and/or floor finish in corners and along walls.
• Spots and/ or matted carpet in walking lanes. Streaks and/ or splashes on base molding.
• All vertical and horizontal surfaces have obvious dust, dirt, marks, smudges, and fingerprints.
• Operational lighting/lamps with clean fixtures.
• Trash receptacles are clean and odor-free.
Level 4 – Ordinary Tidiness• Floors and base moldings are clean and brightly
shining. There is no buildup in corners or along walls.
• All vertical and horizontal surfaces are clean. Marks, dust, smudges, and fingerprints are noticeable upon close observation. Operational lighting/lamps with clean fixtures.
• Washroom, shower fixture and tile, gleam and are odor-free. Supplies are adequate.
• Trash receptacles are clean and odor-free.
Level 5 – Orderly Spotlessness• Floors and base moldings shine and/or are
bright and clean; colors are fresh. There is no buildup in corners or along walls.
• All vertical and horizontal surfaces have a freshly cleaned or polished appearance and have no accumulation of dust, dirt, marks, streaks, smudges, or fingerprints. Operational lighting/lamps with clean fixtures.
• Washroom, shower fixture and tile, gleam and are odor-free. Supplies are adequate.
• Trash receptacles are clean and odor-free.
Accessing the Survey
1. Receive an email with an embedded hyperlink2. Click the hyperlink and begin completing the
survey <http://www.uams.edu/campusenvironmentalservices/Forms/ReportCardFloorCare.aspx?Session=94>
CSS Survey
Cold Calls
Database The letter “X” represented when surveys are not completed.
Quarterly Report Each bar color represents a category
Success !!!
