To provide another avenue to receive and act on guest feedback, the UC began testing a text-message based customer feedback system on February 1. The service—deployed in all UC restrooms and select meeting rooms—allows UC guests to report satisfaction, problems or concerns from the convenience of any texting-enabled mobile device.
During the two-month trial that ends on March 31, 2012, UC guests can share their bathroom and meeting room feedback via text message:
- Bathroom Issue Reporting:UC guests can text information about any bathroom-related issue including cleanliness, maintenance problems, or paper supplies. Guests must include the specific bathroom code located on the poster in each bathroom when they text in their feedback
- Meeting Room Guest Satisfaction: The text response system is also being utilized to gather customer service feedback on the usage of the Bexar, Harris, Magnolia, Mesquite and Pecan rooms. Each room has a poster of instructions and a unique room code. Guests can indicate if they were greeted and rate the cleanliness, set-up and a/v resources in the room.
“We hope this new way of communicating with the UC will be of use to the university community,” said Lowa Mwilambwe, director of the UC. “Every piece of feedback we receive helps us to improve the services we provide.”
Posters with instructions on how to use the text-response system are located in each UC men’s and women’s restroom as well as in the Bexar, Harris, Magnolia, Mesquite and Pecan rooms. The trial of this service ends April 1, 2012. UC staff will then evaluate full implementation of the service.