DISTANCE LEARNING:

CEVS CUSTOMER SATISFACTION

PROGRAM
A Vision for UAMS
Mario D. Wallace, Assistant Director
Purpose
This 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
Overview
This 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 housekeepers work performances
Complete the online survey
Impact facilitys service level of cleaning

New Terms
Database 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 hyperlink
2. Click the hyperlink and begin completing the survey
<http://www.uams.edu/campusenvironmentalservice
s/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
Questions???
Mario D. Wallace
mdwallace@uams.edu
501-686-5840
Success !!!