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5
THRUST
Service Excellence
THRUST 5: SERVICE EXCELLENCE
SERVICE DELIVERY
PERFORMANCE TARGET
NO. INDICATOR REFERENCE 2021 2022 2023 2024 2025
Customer
37 Satisfaction UNIVERSITY 85% 85% 90% 95% 100%
Index
OPERATIONAL DEFINITION
Percentage of staff who have obtained Customer Satisfaction Index of 0.51 and above.
Note: Survey should include students, staff and other stakeholders
ACTION PLAN SCHOOLS/ DEPARTMENTS
INVOLVED
• Share results of the survey – disseminate the information
• Take action on the previous survey Registrar and Centre for
• Publicise the actions taken as a result of the survey to all Testing, Measurement and
UUM staff Evaluation
• Increase potential respondents to include other 257
stakeholders, such as suppliers, café operators, industry,
parents
MONITORING MECHANISM
• Registrar
• Centre for Testing, Measurement and Evaluation
