Student Accommodation Survey 2015-16 Introduction:

Residential and Business Services
Thursday, 10 December 2015
Student Accommodation Survey 2015-16
DEANS COURT
Introduction:
This report is based on the responses collected from the December 2015 Student Accommodation Survey.
In analysing the results, the ‘not applicable’ responses were removed to provide an accurate breakdown of
responses.
To ensure easy analysis of information in the bar and pie charts, the very satisfied and satisfied responses
have been combined to represent overall satisfaction. Likewise, the dissatisfied and strongly dissatisfied
responses have been combined to represent overall dissatisfaction. The individual breakdown of responses
has been preserved in the separate survey reports.
Average results have been calculated for each category and are presented alongside the individual responses
to the category questions for ease of reference. All averages are worked out by averaging all survey
responses and not by averaging the hall or survey section percentages.
The survey results showed a notable difference in International student satisfaction compared to Home/EU
student satisfaction, therefore the overall satisfaction and catering satisfaction categories are broken down
further and also presented by Home/EU and International satisfaction.
Demographic Breakdown:
Total Respondents:
1317
Male:
518 (44%)
Average Age:
20.25
Undergraduate:
Female:
799 (56%)
1064 (81%)
Postgraduate:
253 (19%)
Home/EU:
838 (64%)
International:
479 (36%)
Self-Catered:
535 (41%)
Catered:
782 (59%)
Year of Study:
1st :
3rd:
Postgraduate:
698 (53%)
182 (14%)
130 (10%)
2nd:
4th:
226 (17%)
81 (6%)
1
Residential and Business Services
Thursday, 10 December 2015
The no. of students per residence who completed the survey
RESIDENCE
Agnes Blackadder Hall
Albany Park
Andrew Melville
Angus House
David Russell Apartments
Deans Court
Fife Park
Gannochy
John Burnet Hall
McIntosh Hall
St Regulus Hall
St Salvator's Hall
Stanley Smith House
University Hall
TOTALS
No. Completed Survey
Percentage Per Residence
186
120
102
9
349
35
99
21
40
80
66
66
14
130
14%
9%
8%
1%
26%
3%
8%
2%
3%
6%
5%
5%
1%
10%
1317
100%
Deans Court - year on year overall survey service satisfaction
2
Residential and Business Services
Thursday, 10 December 2015
How satisfied are you with our service overall?
EU/Home Student overall satisfaction:
International Student overall satisfaction:
3
Residential and Business Services
Thursday, 10 December 2015
Overall Home/EU student catering services satisfaction:
Overall International student catering services satisfaction:
4
Residential and Business Services
Thursday, 10 December 2015
Housekeeping overall averages (Catered):
5
Residential and Business Services
Thursday, 10 December 2015
Survey results
Overall Satisfaction Question
How satisfied are you with our services overall?
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
RESPONSES
%
21
14
0
60%
40%
0%
SURVEY
AVERAGE
29%
65%
5%
0
0%
1%
35
Disability
If you declared a disability on your accommodation
application form, how satisfied were you that your
needs were met?
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
RESPONSES
%
2
0
0
100%
0%
0%
SURVEY
AVERAGE
54%
39%
5%
0
0%
2%
2
Cleaning and Housekeeping
The quality of our cleaning/housekeeping service:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
RESPONSES
%
29
6
0
83%
17%
0%
SURVEY
AVERAGE
43%
46%
8%
0
0%
3%
The friendliness and approachability of the staff:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
35
%
31
4
0
89%
11%
0%
SURVEY
AVERAGE
56%
38%
5%
0
0%
2%
35
The quantity of cleaning you receive:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
RESPONSES
RESPONSES
%
30
5
0
86%
14%
0%
SURVEY
AVERAGE
41%
42%
11%
0
0%
5%
35
6
Residential and Business Services
Thursday, 10 December 2015
Portering Service
The quality of our portering service:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
The friendliness and approachability of the staff:
RESPONSES
%
16
6
0
73%
27%
0%
SURVEY
AVERAGE
49%
46%
3%
0
0%
1%
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
22
RESPONSES
%
18
4
0
82%
18%
0%
SURVEY
AVERAGE
56%
39%
4%
0
0%
1%
22
Residential Services Management Team
The quality of the service provided by Residential
Services Management Team:
SURVEY
RESPONSES
%
AVERAGE
Very Satisfied
29
83%
37%
Satisfied
6
17%
58%
Dissatisfied
0
0%
4%
Strongly
0
0%
2%
Dissatisfied
The overall responses to questions and queries you
ask them:
SURVEY
RESPONSES
%
AVERAGE
Very Satisfied
24
71%
40%
Satisfied
10
29%
52%
Dissatisfied
0
0%
6%
Strongly
0
0%
2%
Dissatisfied
35
34
The availability of these staff:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
The friendliness and approachability of the staff:
RESPONSES
%
24
10
0
71%
29%
0%
SURVEY
AVERAGE
31%
58%
9%
0
0%
2%
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
34
RESPONSES
%
27
8
0
77%
23%
0%
SURVEY
AVERAGE
46%
47%
5%
0
0%
2%
35
7
Residential and Business Services
Thursday, 10 December 2015
Catering Staff
the quality of the service provided by the catering
staff
SURVEY
RESPONSES
%
AVERAGE
Very Satisfied
26
76%
41%
Satisfied
8
24%
51%
Dissatisfied
0
0%
7%
Strongly
0
0%
1%
Dissatisfied
the friendliness and approachability of the staff
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
34
RESPONSES
%
30
4
0
88%
12%
0%
SURVEY
AVERAGE
51%
39%
7%
0
0%
3%
34
the overall responses to questions & queries you ask
them
SURVEY
RESPONSES
%
AVERAGE
Very Satisfied
29
88%
46%
Satisfied
4
12%
47%
Dissatisfied
0
0%
6%
Strongly
0
0%
1%
Dissatisfied
33
Catering Services
the information provided on our Knowledge
Information Boards:
SURVEY
RESPONSES
%
AVERAGE
Very Satisfied
20
59%
27%
Satisfied
14
41%
65%
Dissatisfied
0
0%
7%
Strongly
0
0%
2%
Dissatisfied
The quality of the food provided in your residence:
RESPONSES
%
17
16
0
52%
48%
0%
SURVEY
AVERAGE
20%
60%
16%
0
0%
5%
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
33
34
The taste of the food:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
the overall catering experience of breakfast:
RESPONSES
%
17
16
0
52%
48%
0%
SURVEY
AVERAGE
18%
60%
17%
0
0%
5%
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
33
RESPONSES
%
24
9
1
71%
26%
3%
SURVEY
AVERAGE
31%
48%
15%
0
0%
5%
34
8
Residential and Business Services
Thursday, 10 December 2015
The range and choice you have at different meals:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
RESPONSES
%
16
17
1
47%
50%
3%
SURVEY
AVERAGE
25%
49%
20%
0
0%
6%
the overall catering experience of lunch:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
34
16
7
1
67%
29%
4%
SURVEY
AVERAGE
29%
54%
13%
0
0%
4%
the overall catering experience of dinner:
RESPONSES
%
13
14
6
39%
42%
18%
SURVEY
AVERAGE
16%
47%
27%
0
0%
9%
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
33
RESPONSES
%
25
9
0
74%
26%
0%
SURVEY
AVERAGE
30%
55%
11%
0
0%
4%
34
How satisfied are you that our catering service
offers good value for money?
SURVEY
RESPONSES
%
AVERAGE
Very Satisfied
20
59%
25%
Satisfied
13
38%
53%
Dissatisfied
1
3%
18%
Strongly
0
0%
4%
Dissatisfied
The information provided about our menus:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
%
24
The serving times for meals in residences:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
RESPONSES
RESPONSES
%
15
16
3
44%
47%
9%
SURVEY
AVERAGE
27%
55%
15%
0
0%
3%
34
34
The actions we take arising from the 'You said, we
did' feedback:
SURVEY
RESPONSES
%
AVERAGE
Very Satisfied
19
66%
35%
Satisfied
10
34%
55%
Dissatisfied
0
0%
9%
Strongly
0
0%
1%
Dissatisfied
29
9
Residential and Business Services
Thursday, 10 December 2015
Student Accommodation Services
The quality of the services provided by Student
Accommodation Services:
SURVEY
RESPONSES
%
AVERAGE
Very Satisfied
20
57%
29%
Satisfied
15
43%
65%
Dissatisfied
0
0%
4%
Strongly
0
0%
2%
Dissatisfied
The overall responses to questions and queries you
ask them:
SURVEY
RESPONSES
%
AVERAGE
Very Satisfied
21
60%
33%
Satisfied
13
37%
60%
Dissatisfied
0
0%
4%
Strongly
1
3%
2%
Dissatisfied
35
35
The application process:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
The friendliness and approachability of the staff:
RESPONSES
%
18
15
1
51%
43%
3%
SURVEY
AVERAGE
28%
59%
10%
1
3%
2%
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
35
%
25
9
1
71%
26%
3%
SURVEY
AVERAGE
42%
55%
2%
0
0%
1%
35
The response time for questions and queries:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
RESPONSES
RESPONSES
%
20
12
3
57%
34%
9%
SURVEY
AVERAGE
34%
58%
6%
0
0%
2%
35
10
Residential and Business Services
Thursday, 10 December 2015
Student Committee
The accessibility of the Committee:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
The events they organise:
RESPONSES
%
18
13
2
55%
39%
6%
SURVEY
AVERAGE
37%
53%
9%
0
0%
1%
RESPONSES
%
25
5
3
76%
15%
9%
SURVEY
AVERAGE
39%
49%
9%
0
0%
3%
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
33
33
The interaction with the Committee:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
How your subscription is spent by the Committee:
RESPONSES
%
19
12
2
58%
36%
6%
SURVEY
AVERAGE
34%
53%
11%
0
0%
2%
RESPONSES
%
19
10
3
59%
31%
9%
SURVEY
AVERAGE
32%
51%
12%
0
0%
5%
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
33
32
Facilities
Common rooms (e.g. libraries in residences, study
areas or computer rooms):
SURVEY
RESPONSES
%
AVERAGE
Very Satisfied
19
54%
32%
Satisfied
15
43%
56%
Dissatisfied
1
3%
9%
Strongly
0
0%
3%
Dissatisfied
Study bedrooms:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
RESPONSES
%
19
13
3
54%
37%
9%
SURVEY
AVERAGE
42%
50%
6%
0
0%
2%
35
35
Bathrooms/shower rooms:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
Kitchens or pantries:
RESPONSES
%
12
19
2
34%
54%
6%
SURVEY
AVERAGE
24%
51%
20%
2
6%
5%
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
35
RESPONSES
%
15
18
2
43%
51%
6%
SURVEY
AVERAGE
22%
54%
18%
0
0%
6%
35
11
Residential and Business Services
Thursday, 10 December 2015
Atmosphere and surroundings in the dining room:
RESPONSES
%
28
7
0
80%
20%
0%
SURVEY
AVERAGE
42%
49%
7%
0
0%
2%
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
Cycle Storage:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
35
%
11
13
3
39%
46%
11%
SURVEY
AVERAGE
28%
56%
10%
1
4%
5%
28
Laundry room and equipment:
Recycling facilities in residential areas:
RESPONSES
%
7
20
7
20%
57%
20%
SURVEY
AVERAGE
13%
43%
29%
1
3%
15%
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
RESPONSES
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
35
RESPONSES
%
14
20
1
40%
57%
3%
SURVEY
AVERAGE
29%
56%
11%
0
0%
3%
35
Heating
The current heating levels in your residence:
SURVEY
RESPONSES
%
AVERAGE
Very Satisfied
13
37%
32%
Satisfied
14
40%
46%
Dissatisfied
6
17%
14%
Strongly
Dissatisfied
2
6%
8%
35
The heating times in your residence:
Very Satisfied
Satisfied
Dissatisfied
Strongly
Dissatisfied
Communication
Preferred method of communication:
Email
Text
Wed Memos
Social Media
Other
RESPONSES
%
31
0
6
6
0
72%
0%
14%
14%
0%
SURVEY
AVERAGE
65%
6%
8%
20%
1%
43
12
RESPONSES
%
9
16
7
26%
47%
21%
SURVEY
AVERAGE
26%
45%
21%
2
34
6%
8%
Residential and Business Services
Thursday, 10 December 2015
What do Residential and Business Services do best ?
"all of the staff (kitchen, cleaning, residential)
are very helpful and approachable"
"For us in Deans Court - look after our every
need! "
"All our staff here in Dean's Court are
fabulous! Lisa, our catering and our cleaning
staff are always friendly and approachable
and ready to help with anything"
"Friendliness of service & approachability of
staff."
"Friendly staff"
"Give a fast reply for any questions that come
up."
"All the staff are very nice and I can't complain
about anything."
"Great staff!"
"Care and availability"
"I find that Lisa is always helpful in so many
ways."
"Catering"
"Catering"
"Provide accommodation to students"
"Catering"
"providing the things requested by residents"
"catering"
"RBS' residential management team at Deans
Court are always quick to respond to student
concerns and the catering team are one of the
central factors in creating a hall community."
"Catering and cleaning services"
"Catering at Deans Court does an exceptional
job of fostering postgraduate community"
"The best feature is the quick responses and
friendliness given to all matters of concern."
"Communicate, have a presence, and keep up
the residences."
"The friendliness of the staff. I feel very cared
for and I feel very at home. I've never had
such a positive experience living in student
accommodation as I have here."
"Food"
"food services"
"food services"
"Very friendly!
What could Residential and Business Services do better?
"Amount of restrooms and heating"
"I would prefer the heater to switch on a little
later in the evenings so that if I have to stay
up late to study the room hasn't already gone
cold."
"changing the heating times"
"Cleaning"
"Fire drill could have been handled better. No
need for it to be early in the morning/ false
alarm as it disrupted the working day."
"Might meals be provided in Deans Court at
weekends as well. I know that one can have
too much of a good thing, but it would be very
useful to at least have breakfast or lunch
provided on Saturday / Sunday"
"Healthier food!"
"Heating times-they make daytime study
impossible"
"Please add more showers and bathrooms but this is not on the staff. They're great. :)"
"I couldn't say. I'm really really happy here.
Thank you!"
"Rooms need renovating "
13
Residential and Business Services
Thursday, 10 December 2015
"The transparency of application processes
and decision making at the central
Accommodation Office could be considerably
improved."
"They could turn the heating on. It's freezing
in South Street, Deans Court. During the day.
During the night. We have to wear full sets of
clothes to sleep because it's so cold. The Main
Building is a hotbox, but South Street is
Antarctica, and it's nigh impossible to work in
our rooms at times."
"The transparency of application processes
could be improved, especially as regards
waiting lists for external applicants."
"to cut down on the fire alarm test every
week"
"There is nothing I believe that could be done
better at the moment. "
"vacuuming frequency"
"There was a mess-up with my room this year
where I was given a 9-month contract room
despite having a 12-month contract ..."
"water purifier needed"
14