We are in the process of reevaluating our current procedures, especially as they relate to recurring building and facility issues. In doing so, we have found that we are often inconsistent in how we handle recurring issues. After every service ticket is closed, the customer is emailed a survey. When customers are still facing a recurring issue, or the work is considered incomplete, we find that they respond to this survey in one of three ways: 1) Fill out the survey, giving us negative reviews on our work; 2) Call Campus Services directly to report the continued problem; or 3) Send an email to Campus Services to report the problem still exists.
When our Campus Services customer engagement staff receives these comments, they in turn address the continued complaint in one of three ways: 1) Call the technician directly without noting the continued issue in the system; 2) Reopen the old service ticket; or 3) Create a new ticket to report the problem, without linking it to the old ticket. This inconsistency means that we are unable to track recurring problems through the system and address the issue or lack of response to the issue.
To best serve our customers this process needs to be consistent, and we are developing standard procedures for addressing the reporting of recurring issues. By better educating our staff on how to address these issues, we will be able to respond more quickly and efficiently to repeat issues and prevent recurring issues by addressing the problem proactively.