1. Customer Surveys Tiger1 Card Services Clemson University

2. Session Focus Educate –As always the big QUESITON. How well is my operation meeting the needs of the university. Use surveys to impact the card program and the university customers. Innovate – Web surveys are easy to send and gather results. Use this data to better manage and leverage your resources. Everywhere –Schools all over the country are developing surveys. If you have not then WHY? –Here are a few facts that hopefully will help you move forward in stating a program or at least answer a few questions about the process and the results we found at our school.

3. Are you the correct session? Getting Results with a Card Office Survey 2:00 PM - 2:50 PM Speakers: William H. McGee, Director of Tiger 1 Card Services, Clemson University Stan Smith, Assistant Director Tiger 1 Card Services, Clemson University Session Focus: Blackboard Transaction System™ Are your services meeting the customer’s needs? Survey results can provide critical information about the success of your operation. Clemson University's Tiger 1 Card Office has developed and used surveys for the last several years to guide the services and operation of the card office. Learn how to make changes and decisions based on facts, not fiction.

4. Tiger 1 Surveys Web based Sent out each day Automated with Extract Admin tool complies results

5. Questions we ask Was your visit to the Tiger 1 Card Office quick and convenient? Were the employees knowledgeable? Did you receive friendly service? Were you satisfied overall with your visit to the Tiger 1 Card Office?

6. Questions we ask Did you feel the staff was courteous and cared about their jobs? Was your request handled correctly during your visit? Did you have to wait in line? Average wait time:

7. Questions we ask Which would you prefer when depositing money onto your Tiger 1 Card: Coming into the office Calling the office Using the online website VTS

8. Questions we ask Do you feel the Tiger 1 Card Office could be improved in any way?  Do you have any additional suggestions or comments about the Tiger 1 Card Office?

9. Results

13. Comments from Surveys don't charge as much to replace: lost, stolen, or damaged cards it would be nice if tiger 1 were housed in one of the unions instead of out of the way in Fike Set up a better way to take the I.D. pictures... Other locations around campus instead of just in Fike. There's always room for improvement. There should be either be more places on campus to check your account or the web statements should be sent more often. There's always room for improvement. What is the value transfer system? The fact that I am a senior and have never heard of this means that it needs to be explained and publicized. I have no idea since I have never been in the office but the survey forces a yes or no. I wish I could know what's in my Tiger Stripe account at any time instead of waiting for statements to be released. More campus central location there's always room for improvement. People could have access to their money after the school year ends. More places should accept Tiger 1 card. Staff could be a little more courteous. Not every staff member is discourteous though.

14. Comments from Surveys good job overall, the staff is wonderful and the card is great for use on and now off campus But it defeats the purpose if there's constantly an error signal when I use my card No You do a good job of serving the university. Thank you. Service has always been very good! I also feel that there can be an office for Tiger 1 on the opposite side of campus. Enjoy your day. enjoy your day! No Very friendly employees!

15. Thank You! William McGee Director Tiger 1 Card Services Student Affairs Clemson University bmcgee@clemson.edu