Customer Satisfaction Initiative (CSI)  

Started in 2010 as an effort to increase customer satisfaction, the CSI focuses on customer outreach and achieving a greater understanding within the campus community and their needs while providing a better explanation of how to better conduct business with F&S.
F&S Open House Image
Customer Relations & Communications has led the effort through customer focus groups, the identification of action items, and progress updates on those suggestions to operate more efficiently, build better relationships across campus, and achieve significant results. Customer forums and open houses, facility liaison meetings, and regular email updates are ways the CSI makes an impact for customers on the Urbana campus.

2017 Customer Satisfaction Survey

Your feedback is extremely valuable to F&S and achieving our organizational vision of being a responsive, reliable, and highly valued service provider. In 2017, F&S collaborated with Sightlines, an independent third-party consulting firm, to perform a new Customer Satisfaction Survey.

Last November and December, approximately 900 individuals viewed the survey across campus with more than 375 respondents fully completing the online form.  The updated survey format was designed to allow F&S to more closely benchmark against Big Ten peer institutions in the future.

Customer Satisfaction Survey Slide


The survey presentation information (PDF) explains the scoring process utilized and shows the overall values indicated by customers for:

  • Building Condition and Cleanliness
  • Overall Facility Comfort
  • Campus Grounds
  • Building Maintenance
  • Custodial Services

F&S is committed to using the data you provided and your comments to improve service delivery and increase customer satisfaction levels.  We thank you again for your input and insight and look forward to continuing to be your service provider of choice on campus.

For questions, please contact F&S Customer Relations and Communications