Residential and Business Services Monday, 07 January 2019 Student Accommodation Survey 2018-19 McIntosh Hall Introduction: This report is based on the responses collected from the November 2018 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. 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: 1235 Male: 433 (35%) Female: 793 (64%) Non-binary: 8 (1%) Other: 1 (0%) Average Age: 19.9 Undergraduate: 1020 (83%) Postgraduate: 215 (17%) Home/EU: 771 (62%) International: 464 (38%) Self-Catered: 534 (43%) Catered: 701 (57%) Year of Study: 1st: 699 (57%) 2nd: 214 (17%) 3rd: 139 (11%) 4th: 58 (5%) Postgraduate: 125 (10%) 1 Residential and Business Services Monday, 07 January 2019 Number of students who completed the survey (by residence) McIntosh - year on year overall survey service satisfaction 2 Residential and Business Services Monday, 07 January 2019 How satisfied are you with our service overall? St Regulus Hall 100% Gannochy House 100% Deans Court 100% John Burnet Hall 98% University Hall 96% St Salvator's Hall 96% Andrew Melville Hall 96% Fife Park 95% Average 2018-19 95% Powell Hall 94% McIntosh Hall 94% Average 2017-18 94% Agnes Blackadder Hall 94% David Russell Apartments 93% University owned 88% Whitehorn Hall 85% 60% 80% 100% EU/Home Student overall satisfaction: International Student overall satisfaction: Overall Home/EU student catering services satisfaction: 3 Residential and Business Services Monday, 07 January 2019 Deans Court 99% St Regulus Hall 92% McIntosh Hall 92% Gannochy 92% John Burnet Hall 89% Average 2018-19 88% University Hall 87% Andrew Melville Hall 87% Agnes Blackadder Hall 87% St Salvator's Hall 85% David Russell Apartments 84% Average 2017-18 84% 50% 60% 70% 80% 90% 100% Overall International student catering services satisfaction: Deans Court 99% St Regulus Hall 90% Andrew Melville Hall 86% John Burnet Hall 83% Average 2018-19 82% University Hall 81% David Russell Apartments 80% St Salvator's Hall 79% McIntosh Hall 78% Agnes Blackadder Hall 77% Gannochy 76% Average 2017-18 75% 50% 60% 70% 80% 90% 100% 4 Residential and Business Services Monday, 07 January 2019 Housekeeping overall averages (Catered): St Salvator's Hall 99% University Hall 98% Gannochy 97% Deans Court 97% Andrew Melville Hall 97% St Regulus Hall 96% McIntosh Hall 96% John Burnet Hall 95% Average 2018-19 93% Average 2017-18 90% Whitehorn Hall 86% Agnes Blackadder Hall 85% David Russell Apartments 81% 50% 60% 70% 80% 90% 100% 5 Residential and Business Services Monday, 07 January 2019 Survey results Overall Satisfaction Question How satisfied are you with our services overall? SURVEY RESPONSES % AVERAGE Very Satisfied 33 48% 34% Satisfied 32 46% 61% Dissatisfied 2 3% 5% Strongly 2 3% 1% Dissatisfied 69 Disability If you declared a disability on your accommodation application form, how satisfied were you that your needs were met? SURVEY RESPONSES % AVERAGE Very Satisfied 2 67% 40% Satisfied 1 33% 53% Dissatisfied 0 0% 7% Strongly 0 0% 0% Dissatisfied 3 Cleaning and Housekeeping The quality of our cleaning/housekeeping service: The friendliness and approachability of the staff: SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 40 58% 44% Very Satisfied 55 79% 61% Satisfied 27 39% 45% Satisfied 14 20% 34% Dissatisfied 2 3% 8% Dissatisfied 1 1% 4% Strongly Strongly 0 0% 3% 0 0% 1% Dissatisfied Dissatisfied 69 70 The quantity of cleaning you receive: SURVEY RESPONSES % AVERAGE Very Satisfied 32 46% 40% Satisfied 31 45% 44% Dissatisfied 6 9% 11% Strongly 0 0% 4% Dissatisfied 69 6 Residential and Business Services Monday, 07 January 2019 Portering Service The quality of our portering service: The friendliness and approachability of the staff: SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 57 81% 47% Very Satisfied 57 81% 52% Satisfied 13 19% 47% Satisfied 11 16% 43% Dissatisfied 0 0% 4% Dissatisfied 2 3% 4% Strongly Strongly 0 0% 1% 0 0% 1% Dissatisfied Dissatisfied 70 70 Residential Services Management Team The quality of the service provided by Residential The overall responses to questions and queries you ask Services Management Team: them: SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 28 42% 38% Very Satisfied 24 38% 39% Satisfied 33 49% 55% Satisfied 28 44% 54% Dissatisfied 6 9% 6% Dissatisfied 10 16% 5% Strongly Strongly 0 0% 1% 2 3% 2% Dissatisfied Dissatisfied 67 64 The availability of these staff: The friendliness and approachability of the staff: SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 21 31% 33% Very Satisfied 28 42% 44% Satisfied 35 52% 58% Satisfied 27 40% 50% Dissatisfied 8 12% 7% Dissatisfied 10 15% 6% Strongly Strongly 3 4% 2% 2 3% 1% Dissatisfied Dissatisfied 67 67 7 Residential and Business Services Monday, 07 January 2019 Catering Staff the quality of the service provided by the catering the friendliness and approachability of the staff staff SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 30 43% 44% Very Satisfied 37 54% 62% Satisfied 33 48% 48% Satisfied 29 42% 34% Dissatisfied 6 9% 7% Dissatisfied 2 3% 3% Strongly Strongly 0 0% 1% 1 1% 1% Dissatisfied Dissatisfied 69 69 the overall responses to questions & queries you ask them SURVEY RESPONSES % AVERAGE Very Satisfied 31 45% 49% Satisfied 30 43% 46% Dissatisfied 6 9% 4% Strongly 2 3% 1% Dissatisfied 69 Catering Services the information provided on our Knowledge The quality of the food provided in your residence: Information Boards: SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 16 23% 22% Very Satisfied 21 30% 21% Satisfied 39 57% 58% Satisfied 46 67% 74% Dissatisfied 10 14% 15% Dissatisfied 1 1% 4% Strongly Strongly 4 6% 5% 1 1% 1% Dissatisfied Dissatisfied 69 69 The taste of the food: the overall catering experience of breakfast: SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 12 17% 16% Very Satisfied 33 48% 41% Satisfied 43 62% 64% Satisfied 30 43% 49% Dissatisfied 13 19% 17% Dissatisfied 6 9% 9% Strongly Strongly 1 1% 3% 0 0% 1% Dissatisfied Dissatisfied 69 69 8 Residential and Business Services Monday, 07 January 2019 The range and choice you have at different meals: the overall catering experience of lunch: SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 18 26% 25% Very Satisfied 19 28% 26% Satisfied 33 48% 53% Satisfied 41 59% 64% Dissatisfied 18 26% 19% Dissatisfied 9 13% 8% Strongly Strongly 0 0% 3% 0 0% 2% Dissatisfied Dissatisfied 69 69 The serving times for meals in residences: the overall catering experience of dinner: SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 16 23% 17% Very Satisfied 24 35% 28% Satisfied 31 45% 53% Satisfied 36 52% 60% Dissatisfied 19 28% 26% Dissatisfied 8 12% 10% Strongly Strongly 3 4% 4% 1 1% 2% Dissatisfied Dissatisfied 69 69 How satisfied are you that our catering service offers The information provided about our menus: good value for money? SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 27 39% 30% Very Satisfied 22 32% 28% Satisfied 38 55% 60% Satisfied 38 55% 59% Dissatisfied 3 4% 9% Dissatisfied 9 13% 10% Strongly Strongly 1 1% 2% 0 0% 3% Dissatisfied Dissatisfied 69 69 The actions we take arising from the 'You said, we did' feedback: SURVEY RESPONSES % AVERAGE Very Satisfied 21 30% 26% Satisfied 42 61% 67% Dissatisfied 6 9% 6% Strongly 0 0% 1% Dissatisfied 69 9 Residential and Business Services Monday, 07 January 2019 Student Accommodation Services The quality of the services provided by Student The overall responses to questions and queries you ask Accommodation Services: them: SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 26 39% 33% Very Satisfied 23 38% 34% Satisfied 37 56% 61% Satisfied 33 54% 60% Dissatisfied 1 2% 5% Dissatisfied 3 5% 5% Strongly Strongly 2 3% 1% 2 3% 1% Dissatisfied Dissatisfied 66 61 The application process: The friendliness and approachability of the staff: SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 24 35% 31% Very Satisfied 27 42% 42% Satisfied 38 56% 58% Satisfied 36 55% 55% Dissatisfied 4 6% 9% Dissatisfied 2 3% 2% Strongly Strongly 2 3% 2% 0 0% 1% Dissatisfied Dissatisfied 68 65 The response time for questions and queries: SURVEY RESPONSES % AVERAGE Very Satisfied 26 43% 33% Satisfied 32 52% 60% Dissatisfied 3 5% 6% Strongly 0 0% 1% Dissatisfied 61 Wardens The quality of our Wardennial Services: Hall/residence discipline: SURVEY SURVEY RESPONSES % RESPONSES % AVERAGE AVERAGE Very Satisfied 41 61% 46% Very Satisfied 20 30% 33% Satisfied 24 36% 49% Satisfied 33 50% 56% Dissatisfied 1 1% 4% Dissatisfied 12 18% 9% Strongly Strongly 1 1% 1% 1 2%