2015 customer satisfaction survey - campus...

2015 Customer Satisfaction Survey

Conducted for

CAMPUS SERVICES AT THE GEORGIA INSTITUTE OF TECHNOLOGY

July 2015

Prepared by:

AUXILIARY SERVICES 2015 CUSTOMER SATISFACTION SURVEY RESULTS

Prepared by Auxiliary Operations

CONTENTS

Overview ........................................................................................................................................................................................................................................................................................ 5

Project Scope .............................................................................................................................................................................................................................................................................................................. 5

Deliverables ................................................................................................................................................................................................................................................................................................................ 5

Summary of Results ................................................................................................................................................................................................................................................................... 6

Response Rates ......................................................................................................................................................................................................................................................................................................... 6

Notes on Interpreting Results ............................................................................................................................................................................................................................................................................ 8

Audience Demographics ....................................................................................................................................................................................................................................................................................... 8

Section: Housing ....................................................................................................................................................................................................................................................................................................... 9

Utilization of Services........................................................................................................................................................................................................................................................................................ 9

Service Metrics .................................................................................................................................................................................................................................................................................................. 10

Section: Wreck Techs (Formerly rESNET SERVICES) .......................................................................................................................................................................................................................... 14

Utilization of Services..................................................................................................................................................................................................................................................................................... 14

Service Metrics .................................................................................................................................................................................................................................................................................................. 15

Website Usage ................................................................................................................................................................................................................................................................................................... 16

General Comments .......................................................................................................................................................................................................................................................................................... 19

Section: Parking and Transportation Services......................................................................................................................................................................................................................................... 20

Customer Interaction ..................................................................................................................................................................................................................................................................................... 20

Satisfaction with Services ............................................................................................................................................................................................................................................................................. 21


Section: Student Center and the Penny & Roe Stamps Student Center Commons .................................................................................................................................................................. 35



Satisfaction with Experiences .................................................................................................................................................................................................................................................................... 35

Service Metrics .................................................................................................................................................................................................................................................................................................. 37


Section: Technology Square Retailers ......................................................................................................................................................................................................................................................... 40

Satisfaction with Services ............................................................................................................................................................................................................................................................................. 40

Additional Retailers ........................................................................................................................................................................................................................................................................................ 41


Section: Barnes & Noble @ Georgia Tech Bookstore ............................................................................................................................................................................................................................ 43

Service Metrics .................................................................................................................................................................................................................................................................................................. 43


Section: Dining Services ..................................................................................................................................................................................................................................................................................... 50


Service Metrics – Residential Dining (Students only) ..................................................................................................................................................................................................................... 52

Service Metrics – Retail Dining (Students) ........................................................................................................................................................................................................................................... 53

Service Metrics – Retail Dining (Employees)....................................................................................................................................................................................................................................... 54


Section: Buzzcard Center ................................................................................................................................................................................................................................................................................... 56


Service Metrics .................................................................................................................................................................................................................................................................................................. 58

Additional Services or Venues for BuzzCard Use .............................................................................................................................................................................................................................. 59




Ratings Across the Units ........................................................................................................................................................................................................................................................ 61

Level of Customer Service You Received .................................................................................................................................................................................................................................................... 62

Maintenance and Upkeep of Facilities ......................................................................................................................................................................................................................................................... 63

Usefulness of Web Site ........................................................................................................................................................................................................................................................................................ 64

Overall Satisfaction .............................................................................................................................................................................................................................................................................................. 65

Detailed Student Responses to 2015 Survey ................................................................................................................................................................................................................. 66

Appendix A: Student Demographics ................................................................................................................................................................................................................................. 67

Appendix B: Housing Services (Students Only) ............................................................................................................................................................................................................ 68

Appendix C: WRECK TECHS (formerly resnet) Services (Students Only) ........................................................................................................................................................... 68

Appendix D: Parking and Transportation Services..................................................................................................................................................................................................... 78

Appendix E: Student Center and Commons .................................................................................................................................................................................................................... 90

Appendix F: Technology Square Retailers ...................................................................................................................................................................................................................... 96

Appendix G: Barnes & Noble @ Georgia Tech Bookstore ........................................................................................................................................................................................ 105

Appendix H: Dining Services .............................................................................................................................................................................................................................................. 111

Appendix I: BuzzCard Center ............................................................................................................................................................................................................................................. 120

Appendix J: Employee Demographics ............................................................................................................................................................................................................................ 131

Appendix K: Parking and Transportation Services ................................................................................................................................................................................................... 132

Appendix L: Student Center and Commons .................................................................................................................................................................................................................. 153

Appendix M: Tech Square Retailers ................................................................................................................................................................................................................................ 159

Appendix N: Barnes & Noble @ Georgia Tech Bookstore ....................................................................................................................................................................................... 173

Appendix O: Dining Services .............................................................................................................................................................................................................................................. 179



Appendix P: BuzzCard Center ............................................................................................................................................................................................................................................ 188


Prepared by Auxiliary Operations 5

OVERVIEW

GT Strategic Consulting was hired to design and administer the fifteenth annual web-based customer satisfaction survey of Institute students and employees for

Georgia Tech Campus Services Survey invitations were distributed in Spring Semester 2015 to a randomly generated sample of employees and students.

Questions were organized into sections for each Campus Services unit with a consistent scale to allow for easy cross-unit and cross-year comparisons. Comment

sections were provided at the end of each survey section so that respondents could provide specific comments to further assist the unit directors with identifying

areas for improvement.

PROJECT SCOPE

The project focused on these key areas:

Utilizing the prior years’ surveys to build this year’s survey along with revisions identified by area owners

Administering the surveys to students, faculty, and staff

Analyzing and communicating the survey results

DELIVERABLES

The deliverables included:

Design of survey instrument

Report of findings and briefing materials

Documentation of detailed survey results

Post-survey briefing to sponsors, if desired



SUMMARY OF RESULTS

A summary of the survey results is presented in this section. The detailed results, including all comments, are included in the Appendices.

RESPONSE RATES

The survey was sent to a random sample of 2,500 students and 2,500 employees1. There were 919 complete responses and 137 partially completed responses to

the survey that we used in the analyses, for a total of 1056 responses (433 students and 623 employees). Response rates for the current and previous years are

shown below. As the table illustrates, both the student response rate and employee’s response rate increased. The response rate was likely impacted by one other

concurrent survey, the campus wide SGA Student Experience Survey.

Response Rates, Past 15 Years

25%

17%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015

Year-Over-YearSurvey Response Comparison

Employees

Students

Group 2015

Percentage ‘14 ‘13 ‘12 ‘11 ‘10 ‘09 ‘08 ‘07 ‘06 ‘05 ‘04 ‘03 ‘02 ‘01

Students 17% (433) 12% 18% 16% 14% 17% 19% 17% 16% 17% 18% 18% 24% 25% 24%

Employees 25% (623) 23% 20% 20% 15% 21% 22% 18% 20% 21% 18% 24% 26% 33% 26%



1 While the survey was intended for 2500 students and 2500 employees (total 5000), the first email invitation only went to 4,745 students and employees on

3/24/15 because 230 names contained no email address and 3 addresses bounced back. 230 new names were generated and they received invitations the next day,

3/25/15. The successive reminder emails went to the final number count of 4972 students and employees.

Survey opens, sent to 4742 people

Survey opens for another 230 people

First email reminder

Second email reminder

Final email reminder

Survey closes0

50

100

150

200

250

300

350

Timeline of Responses



freshmen13%

sophomores7%

juniors10%

seniors18%

grad students52%

male63%

female36%

no response1%

faculty32%

staff68%

NOTES ON INTERPRETING RESULTS

An important note: All survey ratings used the same 1-5 point Likert scale (see below) and most included a “N/A – Not Applicable” option.

Throughout the survey, respondents are asked to rate each unit on similar service metric characteristics

AUDIENCE DEMOGRAPHICS

The 433 students who responded were asked to identify their class standing and gender. Of these,

Similarly, employees were asked whether they were faculty or staff,

Percentage Number

32% were faculty 200

68% were staff 423

1 2 3 4 5 Very Dissatisfied Somewhat Dissatisfied Neither Satisfied

nor Dissatisfied Somewhat Satisfied Very Satisfied

Percentage Number 12% were freshmen 54

7% were sophomores 32

10% were juniors 43

28% were seniors 77

52% were graduate students 227

63% indicated they were male 274

36% indicated they were female 155

1% did not indicate their gender 4



SECTION: HOUSING

UTILIZATION OF SERVICES

This section was asked only in the student portion of the survey. Students were asked whether they had lived in on-campus housing within the last 12

months, with the results shown below. Those who indicated that they were not recent customers were skipped to the free-form comments question at the end of

this section.

Choice 2015

Percentage ‘14 ‘13 ‘12 ‘11 ‘10 ‘09 ‘08 ‘07 ‘06 ‘05 ‘04 ‘03 ‘02 ‘01

15-Year ∆

Yes 36% 50% 54% 50% 60% 60% 58% 59% 54% 52% 61% 58% 58% 57% 65% 29%

No 64% 50% 46% 50% 40% 40% 42% 41% 46% 48% 39% 42% 42% 43% 35% 29%

Utilization Rates for Housing among Respondents, Past 15 Years

Students who had lived in on-campus housing were also asked to identify their areas of campus. The results are shown below, and are referred to in the analysis.

Breakdown of Respondents, by Campus Housing Region

East Campus18%

North Avenue Apartments

19%

North Campus18%

West Campus45%



SERVICE METRICS

Those students who had lived in on-campus housing were asked to rate several characteristics of their experiences. The table on the following pages shows the

average responses for each category. These ratings used the scale: 1=”Very Dissatisfied”; 2=”Somewhat Dissatisfied”; 3=”Neither Satisfied nor Dissatisfied”;

4=”Somewhat Satisfied”; and 5=”Very Satisfied”.

Characteristic ‘15 Avg

‘14 ‘13 ‘12 ‘11 5- Yr ∆

10-Yr ∆

15-Yr ∆

Professionalism of full-time Residence Life staff (Hall Director,

Area Manager, Office Managers) 4.42 4.30 4.23 4.22 4.14 0.28 0.43 0.54

Professionalism of custodial and maintenance staff

4.32 4.33 4.41 4.35 4.27 0.05 0.20 0.28

Professionalism of student staff (Resident Advisors, Peer Leaders)

4.36 4.35 4.32 4.31 4.18 0.18 0.35 0.33

Overall level of customer service you have received from

Department of Housing staff 4.13 4.15 4.19 4.22 4.10 0.03 0.30 ---

Ability to get your Housing questions answered

4.18 4.03 4.13 4.07 4.05 0.13 0.39 ---

Programs and events sponsored by your building Hall Council, student

staff, and/or Residence Hall Association (RHA)

3.87 3.96 3.90 4.03 4.08 -0.21 0.15 ---

Community relationships you have developed

3.75 3.82 3.71 3.86 3.91 -0.16 0.21 ---

Maintenance and upkeep of community public areas

(bathrooms, lounges, hallways) 4.07 4.11 4.31 4.29 3.98 0.09 0.40 0.33

Maintenance response to work request for your room

4.11 4.10 4.10 4.25 4.04 0.07 0.34 ---

Condition of room at move-in 4.21 3.99 4.29 4.04 4.08 0.13 0.47 0.65

Comfort of your room furnishings 3.49 3.26 3.61 3.58 3.46 0.03 0.23 ---

Level of security you feel when in your room or building

4.46 4.41 4.33 4.44 4.28 0.18 --- ---

Ease of the room selection process 3.90 3.83 3.74 3.76 4.07 -0.17 --- ---




‘14 ‘13 ‘12 ‘11

5- Yr ∆

10-Yr ∆

15-Yr ∆

Billing process 3.81 3.95 3.92 3.98 3.98 -0.17 0.18 0.28

Value received for the cost of your total housing experience at Tech

2.93 2.90 3.07 3.10 3.09 -0.16 0.09 ---

Tutoring services in the Freshman Experience (FE)

3.55 3.55 3.64 3.78 3.84 --- --- ---

Usefulness of the web site 3.54 3.56 3.74 3.80 4.10 -0.56 --- ---

Laundry facilities 3.66 3.65 --- --- --- --- --- ---

Overall satisfaction with Housing 3.75 3.80 3.89 4.00 3.94 -0.19 0.15 0.09

Average Ratings for Housing Services, Past 15 Years

The highest average rating for this question was a 4.46 given to “Level of security you feel when in your room or building.”

The lowest average rating was a 2.93 for “Value received for the cost of your total housing experience at Tech”

o Note this was the tenth consistent year that this question received the lowest average rating.

The following characteristics received their highest averages in the survey’s 15-year run:

o Professionalism of full-time Residence Life staff (Hall Director, Area Manager, Office Managers) – 4.42

o Professionalism of student staff (Resident Advisors, Peer Leaders) – 4.36

o Ability to get your housing questions answered – 4.18

o Level of security you feel when in your room or building – 4.46



DIFFERENCES DUE TO REGION OF CAMPUS

Because housing conditions can vary by area of campus, respondents were asked to identify where they lived. The table below shows average ratings for each

characteristic, in each area of campus. Major differences in the individual areas of campus compared to the overall average are highlighted below.

Item Characteristic Overall East

Campus E.C.

∆ West

Campus W.C.

∆ North

Campus N.C.

∆ North Ave.

NAA ∆

1 Professionalism of full-time Residence Life staff (Hall Director, Area Manager, Office Managers)

4.42 4.71 0.3 4.35 -0.07 4.14 -0.28 4.57 0.15

2 Professionalism of custodial and maintenance staff 4.32 4.18 -0.14 4.24 -0.08 4.50 0.18 4.50 0.18

3 Professionalism of student staff (Resident Advisors, Peer Leaders)

4.36 4.46 0.11 4.37 0.01 4.21 -0.14 4.38 0.02

4 Overall level of customer service you have received from Department of Housing staff

4.13 4.27 0.14 4.12 -0.01 4.04 -0.09 4.07 -0.06

5 Ability to get your Housing questions answered 4.18 4.33 0.15 4.12 -0.06 4.26 0.08 4.15 -0.03

6 Programs and events sponsored by your building Hall Council, student staff, and/or Residence Hall Association (RHA)

3.87 4.11 0.24 3.72 -0.15 3.88 0.01 3.93 0.06

7 Community relationships you have developed 3.75 4.30 0.55 3.69 -0.06 3.46 -0.29 3.62 -0.13

8 Maintenance and upkeep of community public areas (bathrooms, lounges, hallways)

4.07 3.68 -0.39 4.16 0.09 4.12 0.05 4.21 0.13

9 Maintenance response to work request for your room 4.11 4.00 -0.11 4.22 0.11 4.19 0.07 3.86 -0.26

10 Condition of room at move-in 4.21 4.50 0.29 4.19 -0.02 4.00 -0.21 4.14 -0.07

11 Comfort of your room furnishings 3.49 3.96 0.47 3.46 -0.03 3.60 0.11 2.97 -0.52

12 Level of security you feel when in your room or building 4.46 4.56 0.09 4.51 0.05 4.29 -0.18 4.48 0.02

13 Ease of the room selection process 3.90 4.35 0.45 3.91 0.01 3.56 -0.34 3.75 -0.15

14 Billing process 3.81 3.81 -0.01 3.84 0.02 3.48 -0.33 4.07 0.25

15 Value received for the cost of your total housing experience at Tech

2.93 3.04 0.11 2.88 -0.04 3.00 0.07 2.83 -0.1

16 Tutoring services in the Freshman Experience (FE) 3.55 3.65 0.1 3.42 -0.13 3.43 -0.12 3.77 0.22

17 Usefulness of the web site 3.54 3.59 0.05 3.69 0.15 3.35 -0.19 3.31 -0.23

18 Laundry facilities 3.66 3.15 -0.51 3.78 0.12 4.08 0.42 3.46 -0.2

19 Overall satisfaction with Housing 3.75 3.76 0.01 3.87 0.12 3.56 -0.19 3.62 -0.13

# Raters 28 70 28 30 Difference in Average Responses, by Housing Area



Students were next asked if the halls and programming activities were supportive of a successful academic environment.

Choice 2015

% ‘14 ‘13 ‘12 ‘11

5- Year

∆

10-Year

∆

15- Year

∆

Yes 85% 82% 84% 90% 90% -5% 7% 4%

No 15% 18% 16% 10% 10% 5% -7% -4%

Percentage of Residents Who Found Halls and Programming Activities Supportive of a Successful Academic Environment, Past 15 Years

When viewed by campus area,

85% of East Campus respondents said “Yes”

82% of West Campus respondents said “Yes”

81% of North Campus respondents said “Yes

90% of North Avenue Apartment respondents said “Yes”

Starting in 2007, students were also asked whether they felt that living in on-campus Housing has contributed positively to their Georgia Tech experience.

Choice 2015

% ‘14 ‘13 ‘12 ‘11 ‘10 ‘09 ‘08 ‘07

9-Year ∆

Yes 90% 88% 92% 90% 85% 89% 86% 87% 84% 6%

No 10% 12% 8% 10% 15% 11% 14% 13% 16% -6%

Percentage of Residents Who Felt Living On-Campus Contributed Positively to the Georgia Tech Experience, Past 9 Years

When viewed by campus area,

96% of East Campus respondents said “Yes”

90% of West Campus respondents said “Yes”

81% of North Campus respondents said “Yes”

93% of North Avenue Apartment respondents said “Yes”



SECTION: WRECK TECHS (FORMERLY RESNET SERVICES)


Wreck Techs provides free technical support to Georgia Tech resident housing students, including a dedicated Help Desk (open 6 days a week). We support a high-

speed enterprise Wi-Fi network, wired internet access port for each resident, residence hall-wide digital cable television service and support for Audio Visual

equipment located in Housing meeting rooms.

In Fall 2014, ResNet re-branded its services as the Wreck Techs and opened two new service hub locations: the West Campus Garage (Curran Street Parking Deck)

and the East Campus Lounge (Brittain Rec), and modified its support hours to better meet the needs of Georgia Tech students.

First, students were asked if they were aware that in Fall 2014, ResNet was rebranded as the Wreck Techs.

Yes 36%

No64%

Yes No



SERVICE METRICS

Students were next asked to rate their satisfaction with several characteristics of their interactions with ResNet Services. These ratings also used the scale: 1=”Very

Dissatisfied”; 2=”Somewhat Dissatisfied”; 3=”Neither Satisfied nor Dissatisfied”; 4=”Somewhat Satisfied”; and 5=”Very Satisfied”.

Characteristic 2015

Average ‘14 ‘13 ‘12

4-Year ∆

Level of customer service you received 3.67 4.05 4.09 4.16 -0.49

Time to resolve an issue 3.56 --- --- --- ---

Ability of Wreck Techs (ResNet Services) to meet my academic needs 3.70 4.11 4.27 4.38 -0.68

Ability of Wreck Techs (ResNet Services) to meet my recreational needs 3.63 4.12 4.12 4.39 -0.76

Convenience of obtaining help when needed 3.73 3.98 3.99 4.16 -0.43

Usefulness of newly launched Wreck Techs web site 3.47 3.87 3.86 3.99 -0.52

Average Service Metrics for ResNet Services, Past 4 Years

The average ratings of interactions with Wreck Techs dropped across the board this year; from about a 4.03 average satisfaction rating last year to a 3.62

average satisfaction rating this year.

o “Convenience of obtaining help when needed” received the highest average rating with a 3.73. o Similar to last year, “Usefulness of the web site” received the lowest average rating with a 3.47.



WEBSITE USAGE

Respondents were next asked how satisfied they are with the wireless (GTWifi/GT wireless) availability in their Residence Hall.

How satisfied are you with the wireless availability in your Residence Hall?

2015 %

Very Dissatisfied 11.9%

Somewhat Dissatisfied 17.2%

Neither Satisfied nor Dissatisfied 13.2%

Somewhat Satisfied 39.1%

Very Satisfied 18.5%

Respondents were then asked how they have utilized our service over the past 12 months.

How have you utilized our services over the past 12 months?

2015 %

Service hub walk-in (Brittain or Curran) 13.0%

Support ticket through website 23.0%

Support ticket through email 20.0%

Phone call 21.0%

On-line chat 8.0%

Other – please specify 15.0%



Respondents were next asked what hours they are most likely to need our support.

What hours do you most likely need support? 2015

%

8:00 am – 12:00 pm 5.5%

12:00 pm – 4:00 pm 28.6%

4:00 pm – 8:00 pm 53.8%

8:00 pm – 12:00 am 52.7%

12:00 am – 4:00 am 9.9%

4:00 am – 8:00 am 2.2%

Respondents were next asked if they are satisfied with the Wreck Tech service hubs (West Campus Garage at Curran Street Parking Deck and the East Campus

Lounge at Brittain Rec.).

How satisfied are you with the locations of the new Wreck Techs service hubs?

2015 %

Very Dissatisfied 2.7%

Somewhat Dissatisfied 2.7%

Neither Satisfied nor Dissatisfied 17.6%

Somewhat Satisfied 13.5%

Very Satisfied 17.6%

Not Applicable 45.9%



Next Respondents were asked what topics the Wreck Techs should offer as power workshops or quick trainings that would interest them.

What topics should the Wreck Techs offer as power workshops or quick training that would interest you?

2015 %

Microsoft Office Suite 29.4%

Best practices in computer and information security 33.9%

Office 365 – The Cloud 28.2%

Other – please specify 8.5%

“Other” Responses Include:

AUTOCAD, backing up basics

General computer troubleshooting

Latex like typing programs

LinkedIn

Networking

Photoshop

Server



GENERAL COMMENTS

Students were provided with a free-form comments section to provide further opinions about Wreck Techs. A complete list of comments is available in Appendix C

on page 71.

Lack of Wreck Techs awareness/don’t use services

o Of the 21 free-form comments received from students, 5 recommended better advertising and awareness of Wreck Techs and reported not using

their services in general.

o One example: “I did not utilize Wreck Tech services, but I was aware of their existence should a need arise.”

Wi-Fi issues

o Of the 21 free-form comments received from students, 6 were critical of the Wi-Fi networks provided.

o One specific quote: “GT Wi-Fi has really become slow and inconsistent in the semester. It’s horrible.”



SECTION: PARKING AND TRANSPORTATION SERVICES

CUSTOMER INTERACTION

Respondents were first asked to select all of the types of interactions they had with the Parking & Transportation Office within the past twelve months. All

respondents were able to answer this question, whether they currently held a permit or not.

STUDENT RESPONSES

Characteristic 2015 %

‘14 ‘13 ‘12 ‘11 5-Yr

∆ 10-Yr

∆ 15-Yr

∆

Phone 15% 29% 30% 37% 31% -16% -16% -28%

Email 20% 28% 33% 31% 28% -8% -23% -19%

In-person at the Parking Office

30% 54% 56% 57% 69% -39% -42% -58%

Facebook 2% 4% 3% 3% --- --- --- ---

Twitter 1% 2% 1% 3% --- --- --- ---

Website – pts.gatech.edu 30% 41% 35% 36% --- --- --- ---

Website - driverseat.gatech.edu

16% --- --- --- --- --- --- ---

Other - please specify 7% 7% 6% 4% --- --- --- ---

EMPLOYEE RESPONSES


‘14 ‘13 ‘12 ‘11 5-Yr

∆ 10-Yr

∆ 15-Yr

∆

Phone 34% 41% 42% 38% 42% -8% -12% -20%

Email 38% 45% 44% 49% 40% -2% -8% -6%

In-person at the Parking Office

47% 58% 60% 53% 53% -6% -18% -11%

Facebook 1% 1% 1% 0% --- --- --- ---

Twitter 1% 1% 1% 0% --- --- --- ---

Website – pts.gatech.edu 33% 44% 44% 38% --- --- --- ---

Website – driverseat.gatech.edu

23% --- --- --- --- --- --- ---


Types of Interactions with the Parking Office, Among Students and Employees, Past 15 Years

The most common interaction for both students and employees was “In-person at the Parking Office.” The website was also a common interaction for students.



SATISFACTION WITH SERVICES

Those respondents who have had interactions with the Parking & Transportation Office in the past year were also asked to rate various characteristics of their

experiences, with the results shown below. These ratings also used the scale: 1=”Very Dissatisfied”; 2=”Somewhat Dissatisfied”; 3=”Neither Satisfied nor

Dissatisfied”; 4=”Somewhat Satisfied”; and 5=”Very Satisfied”.

STUDENT RESPONSES


‘14 ‘13 ‘12 ‘11 5-Yr

∆ 10-Yr

∆ 15-Yr

∆

Level of customer service you received

3.28 3.25 3.31 3.50 3.40 -0.12 0.04 0.67


Online parking appeals process

2.90 2.76 3.06 3.21 2.87 0.03 0.04 0.62

Payment process for citations

3.25 3.18 3.35 3.47 3.27 -0.02 0.12 0.38

Overall satisfaction with Parking division

3.15 2.98 3.24 2.88 3.17 -0.02 0.82 ---

EMPLOYEE RESPONSES


‘14 ‘13 ‘12 ‘11 5-Yr

∆ 10-Yr

∆ 15-Yr

∆


3.61 3.71 3.60 3.90 3.86 -0.25 -0.15 0.05


Online parking appeals process

3.28 3.48 3.49 3.34 3.40 -0.12 0.34 0.04

Payment process for citations

3.74 3.69 3.45 3.61 3.78 -0.04 0.10 0.06

Overall satisfaction with Parking division

3.54 3.55 3.41 3.40 3.66 -0.12 0.82 ---

Ratings of Interactions with Parking Office, Among Students and Employees, Past 15 Years



The ratings for Parking and Transportation services represent a range of opinions that average in the 2.9 – 3.8 range.

Average ratings are higher among employees (range: 3.28 – 3.80) than students (range: 2.90 – 3.30).

The highest average rating for this question was a 3.80 among employees for “usefulness of the web site.” The highest average among students was a

3.30 for “usefulness of the web site.”

The lowest average rating for this question was a 2.90 among students for “online parking appeals process.” Among employees, the lowest average was

a 3.28, also for the “online parking appeals process.”

Over the past 15 years of the survey, the average response for “level of customer service you received” has increased 0.67 points among students, and 0.05

among employees.



PARKING: UTILIZATION OF SERVICES

Both students and employees were asked whether or not they currently held a parking permit with the following results.

2015

% ‘14 ‘13 ‘12 ‘11 ‘10 ‘09 ‘08 ‘07 ‘06 ‘05 ‘04 ‘03 ‘02 ‘01

15-Year

∆

∆ Employees 74% 77% 77% 80% 77% 76% 76% 83% 82% 86% 86% 90% 90% 89% 93% -19%

Students 35% 35% 34% 38% 35% 36% 34% 37% 44% 48% 44% 51% 48% 51% 51% -16%

Parking Permit Ownership, Among Students and Employees, Past 15 Years

25%

35%

45%

55%

65%

75%

85%

95%

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015

Parking Permit Ownership, past 15 years

Employees Students



Those respondents who did not have a parking permit were asked what mode of transportation they use to get to campus.

Students Employees

Mode of Transportation 2015 2014 2013 3-Yr ∆ 2015 2014 2013 3-Yr ∆

Walk 41% 53% 48% -7% 19% 9% 12% 7%

Bicycle 14% 9% 7% 7% 6% 6% 4% 2%

Carpool 1% 3% 1% --- 6% 8% 4% 2%

Car – I am dropped off by another driver

5% 5% 7% -2% 4% 5% 0% 4%

Car – I park off-campus 7% 5% 7% --- 29% 31% 38% -9%

Public transit 6% 5% 7% -1% 23% 24% 19% 4%

Stinger/Trolley 19% 15% 22% -3% 5% 9% 4% 1%

Other - please specify 7% 5% 1% 6% 8% 8% 19% -11%

Among students, the most common mode of transportation was “Walk,” (41%) while “Car – I park off-campus” (29%) was most common among

employees.

o As this is only the third year that this question has been quantified and reported on, the data can’t provide significant trends over time. However, it

is worth noting that:

Students without parking permits have increased biking (7%) to campus.

While the most common mode of transportation among employees was “Car – I park off-campus”, this percentage is on a 3 year

downward trend, while other methods, like walking and public transit have shown significant growth.



PARKING: PERMITS AND ENFORCEMENT

Respondents who indicated they currently hold a parking permit were asked to rate their satisfaction with various aspects of their experiences. Average responses

are shown in the table below, and are based on a 1-5 point scale where 1=”Very Dissatisfied”; 2=”Somewhat Dissatisfied”; 3=”Neither Satisfied nor Dissatisfied”;


STUDENT RESPONSES

Characteristic 2015 Avg

‘14 ‘13 ‘12 ‘11 5- Yr ∆

10-Yr ∆

15-Yr ∆

Ability to find a parking space in your assigned lot

3.66 3.76 3.73 4.01 3.68 -0.02 -0.24 0.42

Ease of registering for a permit 3.95 3.98 4.10 4.24 4.13 -0.18 -0.21 0.55

Your lot assignment 3.74 4.09 4.24 4.09 4.26 -0.52 -0.58 ---

Maintenance and upkeep of facilities

3.92 3.95 3.89 4.07 3.64 0.28 0.28 0.81

Payment process for parking permit

3.92 3.77 4.04 3.99 --- --- --- ---

Payment process for parking and citations

--- --- --- --- 3.27 --- --- ---

Average Ratings for Parking Permits/Enforcement, Among Students, Past 15 Years

EMPLOYEE RESPONSES


‘14 ‘13 ‘12 ‘11 5- Yr ∆

10-Yr ∆

15-Yr ∆


4.12 4.02 3.96 4.21 4.08 0.04 -0.03 0.68

Ease of registering for a permit 4.31 4.33 4.27 4.46 4.36 -0.05 -0.07 0.03

Your lot assignment 4.41 4.33 4.38 4.44 4.51 -0.10 -0.04 ---

Maintenance and upkeep of facilities

4.11 3.99 3.96 3.98 3.96 0.15 0.14 0.54

Payment process for parking permit

4.36 4.32 4.24 4.34 --- --- --- ---

Payment process for parking and citations

--- --- --- --- 3.78 --- --- ---

Average Ratings for Parking Permits/Enforcement, Among Employees, Past 15 Years



As mentioned above (page 20), the below comments should be reviewed with the context of understanding that a significant change in payment processing

and permit registration is to come in the near future with the addition of Drivers Seat to the Parking and Transportation website. O Generally, the average ratings are higher among employees (range: 4.11 – 4.36) than students (3.66 – 3.95). O The lowest average rating for students was “Ability to find a parking space in your assigned lot” with a 3.66 while the highest average

rating was for “Ease of registering for a permit” with a 3.95. O The lowest average rating for employees was “Maintenance and upkeep of facilities” with a 4.11 while the highest average rating was

“Your lot assignment” with a 4.41.



TRANSPORTATION SERVICES: UTILIZATION OF SERVICES

This section included questions regarding the use of transportation services. All respondents were asked to identify the transportation services they had used this

academic year (multiple selections were allowed). Per the guidance of GT Parking & Transportation, GLC / Clough Shuttle and Gotcha Ride were added to this year’s

survey while viaCycle was removed.

STUDENT RESPONSES


‘14 ‘13 ‘12 ‘11 5-Yr

∆ 10-Yr

∆ 15-Yr

∆

Tech Trolley 94% 94% 95% 94% 92% 2% -3% ---

Stinger Bus 68% 75% 80% 77% 80% -12% -12% 3%

Midnight Rambler 27% 32% 37% 19% --- --- --- ---

Stingerette Service after 6pm 30% 27% 31% 31% 34% -4% 7% ---

Weekend grocery shuttle 16% 16% 18% 15% 12% 4% 3% ---

Stingerette.com 19% 14% 14% 17% --- --- --- ---

NextBus 46% 44% 54% 54% --- --- --- ---

Zimride 0% 1% 1% 1% --- --- --- ---

Zipcar 6% 8% 7% 6% --- --- --- ---

Gotcha Ride GLC/Clough Shuttle

1% 4% --- --- --- --- --- ---

GLC/Clough Shuttle 5% 5% --- --- --- --- --- ---

BuzzBike 0% --- --- --- --- --- --- ---

Percentage of Respondents Indicating Use of Transportation Services, Among Students, Past 15 Years

The Tech Trolley continues to be the most used service among students.

We recommend adding the GT-Emory Shuttle to the list of transportation services for next year’s survey



EMPLOYEE RESPONSES

Characteristic ‘15% ‘14 ‘13 ‘12 ‘11 5-Yr

∆ 10-Yr

∆ 15-Yr

∆

Tech Trolley 93% 91% 92% 91% 89% 4% 1% 5%

Stinger Bus 48% 47% 41% 44% 52% -4% 6% 20%

Midnight Rambler 1% 1% 0% 1% --- --- --- ---

Stingerette Service after 6pm 2% 2% 2% 2% 2% 0% --- ---

Weekend grocery shuttle 1% 1% 1% 0% 0% 1% --- ---

Stingerette.com 1% 1% 1% 1% --- --- --- ---

NextBus 15% 16% 10% 14% --- --- --- ---

Zimride 0% 1% 1% 1% --- --- --- ---

Zipcar 3% 3% 1% 1% --- --- --- ---

Gotcha Ride GLC/Clough Shuttle

0% 1% --- --- --- --- --- ---

GLC/Clough Shuttle 1% 1% --- --- --- --- --- ---

BuzzBike 0% --- --- --- --- --- --- ---


Percentage of Respondents Indicating Use of Transportation Services, Among Employees, Past 15 Years

The Tech Trolley continues to be the most used service among employees.



TRANSPORTATION: SATISFACTION WITH SERVICES

STUDENT RESPONSES


’14 ‘13 ‘12 ‘11 5-Yr

∆ 10-Yr

∆ 15-Yr

∆

Trolley routes 4.19 4.34 4.29 4.44 4.30 -0.11 0.17 0.28

Stinger routes 3.95 4.12 4.26 4.29 4.27 -0.32 0.04 0.56

Midnight Rambler route 3.81 3.93 4.08 4.33 --- --- --- ---

Time you wait before a Stinger appears

3.12 3.49 3.46 3.62 3.25 -0.13 0.13 0.63

Time you wait before a trolley appears

3.41 3.62 3.47 3.91 3.79 -0.38 -0.01 0.12

Waiting time for Stingerette pick up 2.71 3.18 3.25 3.27 3.49 -0.78 -0.40 -0.42

Maintenance and upkeep of vehicles1 4.01 4.14 4.26 --- --- --- --- ---

Courtesy and friendliness of drivers2 4.19 4.37 4.36 --- --- --- --- ---

Courtesy and customer service of the Stingerette dispatcher

3.29 3.68 3.47 3.45 --- --- --- ---

User friendliness of Stingerette automated trip request system

3.37 3.58 3.61 3.63 --- --- --- ---

Ease of knowing the Stingerette pick-up points

3.13 3.49 3.41 3.51 --- --- --- ---

Overall satisfaction of Transportation division

3.72 3.98 3.98 3.72 3.70 3.66 --- ---

Average Ratings for Transportation Services, Among Students and Employees, Past 15 Years

Among students, average ratings ranged from 2.71 – 4.19 with the highest rating for “Courtesy and friendliness of drivers” and “Trolley routes” and the lowest

rating for “Wait time for Stingerette pickup” (2.71)

Overall, the ratings for “Stinger routes” and “Time you wait before a Stinger appears” have increased over the past 15 years (0.56 and 0.63, respectively)

1Prior to 2013, ratings for “Maintenance and upkeep of vehicles” were asked separately of each mode of transportation

2 Prior to 2013, ratings for “Courtesy and friendliness of drivers” were asked separately for each mode of transportation



EMPLOYEE RESPONSES


’14 ‘13 ‘12 ‘11 5-Yr

∆ 10-Yr

∆ 15-Yr

∆

Trolley routes 4.42 4.36 4.34 4.44 4.32 0.10 0.35 0.55

Stinger routes 4.28 4.25 4.41 4.24 4.17 0.11 0.25 1.17

Midnight Rambler route 3.94 4.37 4.17 --- --- --- --- ---

Time you wait before a Stinger appears

3.86 3.86 3.95 3.89 3.94 -0.08 0.11 1.04

Time you wait before a trolley appears

3.88 3.88 3.86 4.03 3.92 -0.04 0.04 0.12

Waiting time for Stingerette pick up

3.96 4.13 4.24 --- --- --- --- ---

Maintenance and upkeep of vehicles

4.40 4.43 4.51 --- --- --- --- ---

Courtesy and friendliness of drivers

4.50 4.52 4.54 --- --- --- --- ---

Courtesy and customer service of the Stingerette dispatcher

4.10 --- 4.05 --- --- --- --- ---


4.05 4.19 4.29 --- --- --- --- ---

Ease of knowing the Stingerette pick-up points

3.91 4.07 3.91 --- --- --- --- ---

Overall satisfaction with Transportation division

4.31 4.28 4.24 3.85 3.93 0.38 --- ---

Average Ratings for Transportation Services, Among Students and Employees, Past 15 Years

Among employees, average ratings ranged from 3.86 – 4.50 with the highest rating for “Courtesy and friendliness of drivers” and the lowest rating for

“Time you wait before a Stinger appears”

Overall, the ratings for “Stinger routes” and “Time you wait before a Stinger appears” have increased significantly over the past 14 years (1.17 and

1.04, respectively)

o These 15 year trends of improvement in employee ratings closely mirror the improvements as reported by students.



ADDITIONAL SERVICES

Both students and employees were asked about their awareness of information provided by the Parking & Transportation Office.

When asked which resources they use to get their information on Parking & Transportation, respondents indicated the following:

Item Students #Raters Employees #Raters

Printed brochure that comes with my parking permit

7% 30 22% 134

E-mails sent by the Parking & Transportation office 29% 127 51% 320

Parking & Transportation website 45% 197 53% 331

Ask a friend or co-worker 21% 92 25% 156

Other (please specify) 3% 12 4% 26

Among both students and employees, the primary source for finding information is the “Parking and Transportation Website.”

When asked how familiar they were with the rules and guidelines for campus parking, respondents indicated the following:

Item Students #Raters Employees #Raters

Very familiar 13.6% 59 31.3% 195

Somewhat familiar 45.7% 198 48.9% 305

Not at all familiar 25.8% 112 7.5% 47

Generally, employees are “more familiar” with the rules and guidelines for campus parking than students.



GENERAL COMMENTS

Students and employees were asked to provide any additional comments regarding Parking and Transportation Services. A full list of all responses is in Appendix

D on page 76 for students and Appendix K on page 125 for employees.

General

Overall, there were 256 free-form comments regarding Parking and Transportation Services received between students and employees. Given the large

volume of comments, all responses were categorized using the customized three-tiered taxonomy below:

o Comment Tone

Mixed or impartial – 128

Negative – 114

Positive – 3

Uncategorized – 8

o Comment Category

Parking related – 146

Transportation related – 70

Both – 20

Uncategorized – 17

o Comment Subcategory

Process, Policy, or Technology related (i.e. how to submit an appeal, parking zone hours, transit routes, etc.) – 171

Price – 36

Customer Service – 34




Parking

Negative

Price – 22 comments

“Parking is much overpriced. There should be a better discount for people who are carpooling. Between fees and parking passes, that

takes up a lot of a graduate student's stipend. It would be safer to park on campus but it is just so expensive. We keep adding buildings

but we are not considering the parking shortage.”

Process, Policy, or Technology – 42 comments

“I find it unacceptable that permit holders are displaced from regular parking areas and made to fend for themselves when a special

event is held on campus.”

“It's difficult to resolve problems in gated lots when your card doesn't work because there are no clear instructions on how to use call

boxes or a number you can call on your cellphone.”

Service – 12 comments

“I am a new employee (October 2014) and had several interactions with the parking office on the phone and in person. I was not

satisfied with the level of customer service I received on the phone in calling to ask questions, and felt that I was being brushed off. I

went on a waiting list for a parking spot, and never received an email saying that I had been given a spot. If I hadn't checked on it on

my own on the last day I could have bought it, I would have missed out after waiting for 3 months. The parking office insisted that I

should have received an email, but I confirmed by address with them and searched for it, but never received it. In talking with my

coworkers, every single person has said that the Parking office is not helpful at all, and it seems to have a very negative reputation on

campus. “

Mixed / Impartial Price – 8 comments

“Parking is very expensive. I have SmartPark which is nice, but I still wish it cost a bit less each time I parked ($6 is steep). I work in a

lab so frequently need to just drive in for 20-30 minutes to check on something, and I hate paying $6 for that.”


“I am still unsure when the weekend rules for parking on campus begin. I wish there was a late night time where it did not matter

where I parked on campus, so that when I am up late studying I do not have to walk across campus to my parking spot.”

“It might be good to have assigned parking spaces or monthly parking floors for lots that also serve as a visitor lot.”


“Terrible in-person and phone customer service. I don't call anymore because they hang-up/disconnect the call with me every time. In

office, they are rude and unpleasant to approach. My experiences with Parking Services outside of the office and phone

communication have been fine though.”



Transportation Services

Positive

Process, Policy, or Technology – 1 comment

“I like the routes to and from the Marta station. That is very helpful when needed.”


“Courtesy and friendliness of drivers is SUPERB!”

Negative


“The trolley frequency post 6.00PM is low and very non-uniform. There is no trolley for nearly 30 to 40 minutes and suddenly there

are two trolleys coming within 5 to 10 minutes of each other. The week-end trolley schedule is completely unpredictable - it is

impossible to plan to go to school based on any trolley availability. At Midtown station, there is no prediction of the next available

trolley.”

“Green route comes after a really long time. There should be 3 buses in the loop instead of 2. A lot of students live near or across Home

Park. Head of transportation told us in the orientation that stingerrette will drop us on 14th street since Georgia tech has a property

on 14th street but they never agree to drop us when we call for one.”


“The stingerrette drivers are rude, and drive in an unsafe manner. One yelled at me when I was too tired to reply to her good evening.”

Mixed or Impartial Process, Policy, or Technology – 41 comments

“Additional Trolley routes during the morning and evening commutes would be appreciated. During the evening commute, the trolley

is so crowded that the drivers cannot take all the passengers.”

“Multiple phone calls required to receive action/response. Surprised when driver got off trolley/bus and announced she was taking

a 10 minute break in the middle of the route - not efficient to travel across campus without a car and attend more than 2 meetings

per day”

“The stinger buses, since they don't stop at every stop, can become bunched together. While I appreciate the aspect of getting where

I'm going quickly, nothing is more frustrating than seeing three buses near each other on the opposite side of campus.”


“Drivers are friendly, but some of them stop too quickly or are too aggressive when driving or breaking. This can cause people to

lurch forward and is dangerous and makes riding sometimes nauseating. Drivers should be coached to be less aggressive with the

break and gas pedal so that acceleration stays below a safe threshold.”



SECTION: STUDENT CENTER AND THE PENNY & ROE STAMPS STUDENT CENTER COMMONS

SATISFACTION WITH EXPERIENCES

For those services they had used within the last twelve months, employees and students were asked to rate their satisfaction with their experiences. Per the

guidance of Auxiliary Services, the Tech Optical Center, Copy Center, Laundry Vending in Residence Halls, and the Student Center Program Board were removed as

options for this year’s survey. These ratings also used the scale: 1=”Very Dissatisfied”; 2=”Somewhat Dissatisfied”; 3=”Neither Satisfied nor Dissatisfied”;


STUDENT RESPONSES


‘14 ‘13 ‘12 ‘11 5- Yr ∆

10- Yr ∆

15-Yr ∆

Crafts Center (Paper & Clay) 4.18 4.17 3.92 4.04 4.35 -0.17 -0.07 0.07

DePoe Eye Center 3.79 --- --- --- --- --- --- ---

Information Desk (Notary Public, Balloon Bouquets, etc.)

4.24 4.17 4.01 4.11 4.48 -0.24 --- ---

Kaplan Test Prep Center 3.49 3.71 3.79 3.51 4.14 -0.65 --- ---

Lounge Seating Areas 4.11 4.11 4.12 4.25 4.32 -0.21 -0.07 ---

Post Office 4.29 4.29 4.26 4.32 4.37 -0.08 0.40 0.81

Tech Rec (video games, bowling, lounge and billiards facility)

4.25 4.20 4.17 4.25 4.39 -0.14 0.22 ---

Under The Couch Lounge (Musician's Network)

4.09 3.91 4.25 4.02 --- --- --- ---

Average Satisfaction with Experiences with Student Center and Commons, Among Students, Past 15 Years



Average Satisfaction with Experiences with Student Center and Commons, Among Employees, Past 15 Years

The highest average ratings for this question among students and employees were “Post Office” (4.29 and 4.53, respectively).

The lowest average ratings for this question among students and employees were “Kaplan Test Prep” (3.49 and 3.93, respectively).

EMPLOYEE RESPONSES


‘14 ‘13 ‘12 ‘11 5- Yr ∆

15- Yr ∆

15- Yr ∆

Crafts Center (Paper & Clay) 4.28 4.21 4.42 4.12 4.55 -0.27 0.04 0.05

DePoe Eye Center 4.04 --- --- --- --- --- --- ---


4.40 4.51 4.31 4.35 4.51 -0.11 --- ---

Kaplan Test Prep Center 3.93 3.80 4.40 3.51 3.75 0.18 --- ---

Lounge Seating Areas 4.25 4.29 4.22 4.24 4.36 -0.11 0.08 ---

Post Office 4.53 4.47 4.52 4.41 4.54 -0.01 0.26 0.71

Tech Rec (video games, bowling, and billiards facility)

4.46 4.45 4.21 4.25 4.21 0.25 0.20 ---


3.99 4.09 4.00 3.70 --- --- --- ---



SERVICE METRICS

Students and employees who had visited the Student Center & Commons were asked to rate their satisfaction with various aspects of the facilities, using the same scale. Results are presented in the table below.

STUDENT RESPONSES


‘14 ‘13 ‘12 ‘11 5-Yr

∆ 10-Yr

∆ 15-Yr

∆

Level of customer service you received 4.24 4.24 4.37 4.30 4.39 -0.15 -0.18 0.60

Availability of seating in lounge spaces 3.53 3.42 3.70 3.91 --- --- --- ---

Safety and Security 4.41 4.31 4.30 4.37 --- --- --- ---

Maintenance and upkeep of facilities 4.43 4.30 4.39 4.41 4.44 -0.01 -0.22 0.73


Overall satisfaction with Student Center and Commons 4.26 4.17 4.26 4.34 4.33 -0.07 0.04 0.56

EMPLOYEE RESPONSES

2015 Avg

‘14 ‘13 ‘12 ‘11 5-Yr

∆ 10-Yr

∆ 15-Yr

∆

Level of customer service you received 4.52 4.49 4.45 4.44 4.47 0.05 0.23 0.51

Availability of seating in lounge spaces 3.99 3.93 3.76 4.00 --- --- --- ---

Safety and Security 4.54 4.48 4.40 4.38 --- --- --- ---

Maintenance and upkeep of facilities 4.56 4.44 4.44 4.42 4.46 0.10 0.27 0.71


Overall satisfaction with Student Center and Commons

4.45 4.39 4.38 4.41 4.37 0.08 0.23 0.48

Average Satisfaction with Facilities of the Student Center and Commons, Among Students and Employees, Past 15 Years

Highest average ratings for this question were “Maintenance and Upkeep of facilities” among students and employees alike (4.43 and 4.56,

respectively).

“Availability of seating in lounge spaces” received the lowest ratings among both groups (3.53 for students and 3.99 for employees).



GENERAL COMMENTS

Students and employees were provided with a free-form comments section to provide feedback regarding the Student Center and its services. A complete list of

responses can be found in Appendix E on page 89 for students and Appendix L on page 146 for employees.

General

Overall, there were 160 free-form comments regarding the Student Center received between students and employees. Given the large volume of comments,

all responses were categorized using the customized two-tiered taxonomy below:

o Comment Tone

Mixed or impartial – 84

Negative – 38

Positive – 18


o Comment Subcategory

Facility, Policy, or Technology related (i.e. building comments, room reservation process, etc.) – 104

Price – 4

Customer Service – 25




Positive

Facility, Policy, or Technology – 8 comments

“The Student Center and Commons is always neat and clean when I visit therefore I enjoy coming from the other side of campus to

partake of the services.”


“The facilities staff are always friendly and helpful. Everyone from custodial on up. “

“Every interaction with Student Center staff has been top-notch. The team is a model for stupendous customer service.”

Uncategorized – 4 comments

“I don't spend much time there, but it is a good experience when I do.”

Negative

Price – 2 comments

“I find the food prices in the Student Center and Commons overpriced that's why I rarely eat there.”

Facility, Policy, or Technology – 27 comments

“It has become very congested. I do use the conference rooms over there but am not happy that my department has to pay for any

services (projection, etc.) beyond just the seating.”


“Asking the information desk employees to contact the Ferst Center Box Office on a day when half price tickets are being offered and

the box office was 15 minutes late opening to sell tickets.”

The people at the Post Office are cranky and do not provide good service.”

Mixed / Impartial Price – 2 comments

“More variety with better pricing. Especially upstairs.”


“I've never seen an information desk and had no idea we had a notary public service. I like that this exists, but it's not very well

advertised.”

“Largest issue is lack of seating in first floor food court and second floor lounge areas. Also, most maps/floor plans are out of date.”

“More seating is required. Often times I have taken my food 'to go'. More police presence would be good at all times of the day and

during the summer.”


“Most of the time the staff at the Information desk doesn't know anything about the events scheduled for the day. The Post Office on

campus is great. I just wish they had more staff on hand, as the lines can get really crazy.”



SECTION: TECHNOLOGY SQUARE RETAILERS

SATISFACTION WITH SERVICES

Those respondents who had visited Technology Square retailers within the past twelve months were asked to rate various aspects of their experiences. These

ratings also used the scale: 1=”Very Dissatisfied”; 2=”Somewhat Dissatisfied”; 3=”Neither Satisfied nor Dissatisfied”; 4=”Somewhat Satisfied”; and 5=”Very

Satisfied”.

STUDENT RESPONSES


‘14 ‘13 ‘12 ‘11 5-Yr

∆ 10-Yr

∆ 12-Yr

∆

Barrelhouse Tavern 3.91 3.93 3.95 3.78 --- --- --- ---

Chuck's Famous Sandwiches 3.63 3.81 3.76 3.92 --- --- --- ---

Game Stop 3.87 4.03 4.25 3.96 --- --- --- ---

Great Clips 3.44 3.61 3.71 3.60 3.82 -0.38 -0.34 -0.41

Ray’s NY Pizza/Cedars Mediterranean 4.28 4.12 4.20 4.20 4.11 0.17 0.12 ---

Tin Drum Asia Café 4.07 4.11 4.16 4.24 4.31 -0.24 -0.17 -0.01

Waffle House 4.24 4.33 4.24 4.23 4.26 -0.02 --- ---

Walmart 4.10 4.09 --- --- --- --- --- ---

EMPLOYEE RESPONSES


‘14 ‘13 ‘12 ‘11 5-Yr

∆ 10-Yr

∆ 12-Yr

∆

Barrelhouse Tavern 4.14 4.19 4.15 4.01 --- --- --- ---

Chuck's Famous Sandwiches 3.96 4.00 4.15 4.06 --- --- --- ---

Game Stop 4.16 4.00 4.09 3.92 --- --- --- ---

Great Clips 3.90 3.73 4.02 4.10 4.04 -0.14 0.06 0.19

Ray’s NY Pizza/Cedars Mediterranean 4.25 4.18 4.27 4.21 4.27 -0.02 0.14 -0.13

Tin Drum Asia Café 4.30 4.22 4.31 4.35 4.42 -0.12 0.09 -0.06

Waffle House 4.23 4.34 4.19 4.33 4.25 -0.02 --- ---

Walmart 4.32 4.23 --- --- --- --- --- ---

Average Ratings for Services Provided by Tech Square Establishments, Among Students and Employees for the Past 12 Years

Among students, the highest average rating was for Ray’s Pizza (4.28) and Waffle House (4.24), while the lowest rated item was Chuck’s Famous

Sandwiches (3.63).

Among employees, the highest average rating was for Walmart (4.32) and Tin Drum (4.30), while the lowest rated item was Chuck’s Famous

Sandwiches (3.96) and Great Clips (3.90).



ADDITIONAL RETAILERS

When asked for suggestions for additional Tech Square retailers, respondents proposed a variety of services, merchandise retailers, and eateries. All of the

responses are available in the appendices.

Frequently mentioned ideas included:

Fast Casual

o Chipotle – 36 mentions

o Panera / Bakery / Café – 37 mentions

o Healthy option (Fresh 2 Order) – 42 mentions

o Burgers – 14 mentions

Fast Food

o Chick-fil-A – 11 mentions

o McDonald’s – 8 mentions

o Zaxby’s – 10 mentions

Retail

o Nail Salon - 10 mentions

o Dry Cleaners – 16 mentions

o CVS / Pharmacy – 18 mentions

o Grocery – 30 mentions

o Office supplies – 12 mentions

o Technology store – 15 mentions

Other

o Sports Bar / Pub – 11 mentions

o Ice cream / Smoothies / Desert – 22 mentions



GENERAL COMMENTS

Respondents were provided with a free-form comments block at the end of this section. All of the responses are available in Appendix F on page 94 for students

and Appendix M on page 152 for employees. High level detail of the comments is below:

Students

Positive – 16 comments

o “Conference center hotel, parking, and necessary services are very convenient for me every weekend.”

o “I think overall Tech Square retailers provide a good experience”

Negative – 15 comments

o “I think that the quality of Tech Square retailers is incredibly poor compared to counterpart chains just off campus. “

o “Less dark grimy places. Like college students don' have discriminating taste. It’s insulting the conditions of some of the places. Also a waitress at

Ray's Pizza staggered her way to our table and really told us her name 5 times. I have met functioning alcoholics and she is one. Between that and the

cold pizza it was bad.”

Mixed / Impartial - 31 comments

o “More cheap food options. Tin Drum and Ray's (and others) are delicious but expensive. I want restaurants I can go to every day (or at least often, for

convenience) on a college budget.”

o “I think everything a student needs is there, and it's also one of the nicest parts of campus visually. Maybe more areas for seating would be nice.”

Employees


o “I am very happy with the current service at Tech Square, in general there is variety in restaurants, and with the Walmart On-Campus a grocery for

emergency shopping.”

o “All the retailers are great people that really care about GT and being part of the community. “

o I really enjoy going to Tech Square. It is kept clean and is really nice to walk around in. ”


o “Parking is too expensive and too much hassle. Give GT parking pass holders who display a pass a free 90 minute allowance on street parking.”

o “The retailers do not provide good value for the money spent. That is the primary reason I do not visit most of them.”

Mixed / Impartial– 58 comments

o “We should be able to receive a discount as Tech employees who support the restaurants in Technology Square. I don't really eat up there because it is

somewhat expensive.”

o “All of the restaurants in Tech Square should accept Buzz Cards. “



SECTION: BARNES & NOBLE @ GEORGIA TECH BOOKSTORE

SERVICE METRICS

Those respondents who had visited Barnes & Noble @ Georgia Tech within the past 12 months were asked to rate various aspects of their experiences, with the

results shown below. These ratings used the scale: 1=”Very Dissatisfied”; 2=”Somewhat Dissatisfied”; 3=”Neither Satisfied nor Dissatisfied”; 4=”Somewhat

Satisfied”; and 5=”Very Satisfied”.

STUDENT RESPONSES


‘14 ‘13 ‘12 ‘11 5-Yr

∆ 10-Yr

∆ 15-Yr

∆

Level of customer service you received 4.29 4.27 4.20 4.28 4.39 -0.10 0.03 0.48


Speed of checkout lines 4.34 4.17 4.28 4.30 4.35 -0.01 0.13 1.16

Availability of new textbooks 4.03 3.93 4.22 4.19 4.28 -0.25 0.02 0.58

Availability of used textbooks 3.35 3.24 3.41 3.46 3.47 -0.12 0.23 ---

Availability of electronic textbooks 3.66 3.73 3.76 3.77 --- --- --- ---

Competitiveness of pricing 2.42 2.53 2.72 2.74 2.76 -0.34 -0.27 -0.05


Overall satisfaction with the Bookstore

3.85 3.82 3.88 3.99 4.09 -0.24 -0.15 0.24

Average Service Metrics for Barnes & Noble @ Georgia Tech Bookstore, Among Students, Past 15 Years



EMPLOYEE RESPONSES


‘14 ‘13 ‘12 ‘11 5-Yr

∆ 10-Yr

∆ 15-Yr

∆


4.51 4.44 4.51 4.38 4.42 0.09 0.17 0.46


Speed of checkout lines 4.51 4.49 4.57 4.44 4.44 0.07 0.19 0.52

Availability of new textbooks 4.26 4.14 4.32 4.13 4.35 -0.09 0.07 0.39

Availability of used textbooks 4.13 4.07 4.09 3.92 4.15 -0.02 0.17 ---

Availability of electronic textbooks 4.17 4.25 4.19 3.94 --- --- --- ---

Competitiveness of pricing 3.39 3.46 3.40 3.35 3.65 -0.26 -0.16 0.09

Usefulness of the web site 3.89 3.81 3.61 3.74 3.81 0.08 --- ---

Overall satisfaction with the Bookstore

4.38 4.33 4.36 4.33 4.46 -0.08 0.05 0.29

Average Service Metrics for Barnes & Noble @ Georgia Tech Bookstore, Among Employees, Past 15 Years

“Maintenance and upkeep of facilities” received the highest average rating among students (4.57) and employees (4.70).

“Competitiveness of pricing” received the lowest average rating among both students and employees (2.42 and 3.39, respectively).

In the last 5 years, the satisfaction rating for Students has decreases steadily.

Availability of new and used textbooks and competiveness of pricing are three characteristics that have decreases the most for students and

employees.



TEXTBOOK PURCHASING

Respondents were next asked where they purchase most of their textbooks, with the following results:

STUDENT RESPONSES

Characteristic 2015

% ‘14 ‘13 ‘12 ‘11

5-Yr ∆

10-Yr ∆

Barnes & Noble @ Georgia Tech 14% 19% 16% 12% 17% -3% -10%

Engineer's Bookstore 5% 6% 11% 15% 15% -10% -33%

Online 54% 57% 52% 54% 61% -7% 18%

N/A (don't shop for textbooks) 25% 17% 17% 17% 5% 20% ---

Other 3% 2% 5% 3% 2% 0.5% 0.5%

First Choice for Textbook Purchases, Among Students, Past 10 Years

As the data shows, students have decreasingly shopped at Barnes & Noble for their textbooks.

o Over the past 10 years, students have increased their Online shopping for textbooks by 18%

o Over the last 5 years, the number of students who shop for textbooks has generally decreased. A quarter of the student respondents said they

do not shop for textbooks.



ADDITIONAL SERVICES

Both students and employees were asked about their awareness and/or satisfaction with the various services provided by the bookstore including Yuzu™, the

Technology Store, in-store computer repair and shopgatech.com.

When asked their familiarity with Yuzu™, the digital textbook reader/application from Barnes & Noble, respondents indicated the following:

STUDENTS EMPLOYEES

Choice 2015

% 2015

%

Very familiar – I use it all the time 0.3% 0.8%

Somewhat familiar – I have tried Yuzu™ by Barnes & Noble, and have purchased a few e-textbooks

3.6% 2.6%

A little familiar – I have heard of Yuzu™ by Barnes & Noble, but I have not used it

4.9% 3.9%

Not at all familiar – This is the first time I’ve heard of Yuzu™ by Barnes & Noble

91.2% 92.7%

Within both the student and employees demographic, over 90% of respondents indicated that they are “Not at all familiar” with Yuzu™.

When asked how well they feel the Technology Store within Barnes & Noble provides for their technology needs, respondents indicated the following:

STUDENTS

Choice 2015

% ‘14 ‘13 ‘12

4-Yr ∆

Very well – I can always find what I need 11% 11% 11% 18% -7%

Adequately – I can usually find what I need 67% 66% 70% 67% -0.3%

Poorly – they rarely have what I'm looking for 22% 22% 19% 16% 6%



EMPLOYEES

Choice 2015

% ‘14 ‘13 ‘12

4-Yr ∆

Very well – I can always find what I need 18% 22% 21% 25% -7%

Adequately – I can usually find what I need 69% 63% 69% 64% 5%

Poorly – they rarely have what I'm looking for 13% 16% 10% 12% 0.5%

Within both the student and employees demographic, over 68% of respondents indicated that Barnes & Noble “Adequately” provides their technology

needs.

When asked if they knew about the in-store repair service for most brands of computers, respondents indicated the following:

STUDENTS

Choice 2015

% ‘14 ‘13 ‘12

4-Yr ∆

Yes, I have used it 6% 9% 8% 7% -1%

Yes, but I've never used it 38% 33% 27% 40% -2%

No 56% 58% 65% 54% 2%

EMPLOYEES

Choice 2015

% ‘14 ‘13 ‘12

4-Yr ∆

Yes, I have used it 5% 6% 3% 3% 2%

Yes, but I've never used it 25% 26% 27% 27% -2%

No 70% 69% 70% 71% -1%



When asked types of items purchased from the Bookstore online through shopgatech.com, respondents indicated the following:

STUDENTS

Choice 2015

% ‘14 ‘13 ‘12

4-Yr ∆

Textbooks 13% 20% 22% 17% -4%

Apparel or gift items 11% 12% 12% 11% 0%

School Supplies 9% 7% 11% 7% 2%

Computers 5% 3% 4% 2% 3%

I have never purchased anything from shopgatech.com

61% 70% 69% 74% -13%

Other - please specify 1% 2% 1% 2% -1%

EMPLOYEES

Choice 2015

% ‘14 ‘13 ‘12

4-Yr ∆

Textbooks 3% 1% 2% 2% 1%

Apparel or gift items 17% 13% 14% 15% 2%

School Supplies 3% 3% 5% 4% -1%

Computers 7% 4% 4% 5% 2%

I have never purchased anything from shopgatech.com

66% 81% 82% 81% -15%

Other - please specify 4% 4% 2% 2% 2%

Among students who had purchased from shopgatech.com, “Textbooks” were the most popular item (13%); among employees, “Apparel or gift items”

were most common (17%).

In general, the majority of students and employees have never purchased anything from shopgatech.com



GENERAL COMMENTS

When asked for comments about the Barnes & Noble @ Georgia Tech Bookstore, students and employees provided a wide variety of feedback. All responses are

listed in Appendix G on page 103 for students and Appendix N on page 166 for employees. High level detail is below:

Students


o “I like the bookstore. I get all my lab parts from there and I got my calculator from there and it was always good service and not unpleasant so kudos to

them.”

o “Good selection of new/used books, prices are pretty good.”


o “Prices are substantially higher than online. While I realize there is a difference in overhead between a storefront and an online retailer, there should

be less of a margin on pricing. In some case, I can save 50% in comparison. Consequently, I rarely use the B&N bookstore as I don't have money to

burn.”

o “Store is Apple Centric and I have android devices. I hate Yuzu! I don't need another reading application that only works for specific formats. Give me

Kindle or Nook, but not another unique reading app unless I can port all my books (kindle, nook, pdf, etc.) to it.”

Mixed / Impartial – 15 comments

o “Shirts and school supplies are a little pricey and not very affordable. I like the apparel, but my wallet does not like it so much.”

o “I had to wait in line every time I purchased something on first floor of Barnes and Noble. If there are more people at the cash register, it would be

useful.”

Employees


o “I appreciate that we have a Barnes & Noble on campus since it is less visible in other parts of the city.”


o “The Georgia Tech apparel sold at B&N is outrageously expensive. I imagine only parents of students and the occasional alum take the opportunity to

buy GT apparel here.”

o “The tech repair services are really slow and they seem very overwhelmed. They need more staff... or at least a receptionist who can give you an update

on the status of your computer repair.”


o “I rated the technology store as poorly due to the cost of products compared to any other store available. The staff are great.”



SECTION: DINING SERVICES


Students and employees were presented with a list of dining services, and asked how often they had used the facilities within the past twelve months. This

year, a number of changes were made with regards to which survey demographics would be able to rate various dining locations. First respondents were

asked which retail operation that they most frequently go to. The results are as follows.

Note: In order to find accurate percentages we removed all blank responses.

Service Student Responses Employee Responses

Ferst Place (Third Floor, Student Center) 1.1% 9.3%

Starbucks (Clough Commons) 13.4% 8.0%

Student Center Commons (Chick-fil-A, Taco Bell, Subway) 41.5% 28.4%

Student Center Food Court (Second Floor) 20.5% 21.1%

Highland Bakery 4.4% 13.1%

None of the Above 19.1% 20.0%

Frequency of Use of Dining Services, Among Students and Employees

The most common dining area for students was the Student Center Commons (Chick-fil-A, Taco Bell, Subway) with 41.5% of the respondents saying

they most frequently go there.

In general, employees frequently go to the Student Center Commons (28.4%) and the Student Center Food Court (21.1%)



Students were asked which Community Restaurant they frequent the most.

Community Restaurant Student Responses

Brittain 4.1%

North Avenue 9.9%

Woodruff 8.3%

None of the above 77.6%



SERVICE METRICS – RESIDENTIAL DINING (STUDENTS ONLY)

If they had used residential dining facilities within the past year, students were asked to rate their satisfaction with various aspects of the services. Per the

guidance of Auxiliary Services, this year’s survey only allowed students to rate residential dining locations. These ratings used the scale: 1=”Very Dissatisfied”;

2=”Somewhat Dissatisfied”; 3=”Neither Satisfied nor Dissatisfied”; 4=”Somewhat Satisfied”; and 5=”Very Satisfied”.

STUDENTS

Brittain North Ave Woodruff


‘14 ‘13 ‘12 4-Yr ∆

2015 Avg

‘14 ‘13 ‘12 4-Yr ∆

2015 Avg

‘14 ‘13 ‘12 4-Yr ∆

Holidays and special meals 4.00 --- 3.83 3.93 0.07 3.68 --- 4 4.1 -0.42 3.39 --- 3.7 3.56 -0.17

Maintenance and upkeep of facilities 4.14 3.86 3.9 3.8 0.34 4.17 4.03 4.31 4.39 -0.22 3.17 3.12 3.74 3.42 -0.25

Food quality 3.57 3.39 3.58 3.56 0.01 3.42 3.25 3.92 3.82 -0.40 2.63 2.83 3.38 2.76 -0.13

Variety of items offered 3.33 3.16 3.19 3.33 0.00 3.36 3.36 3.8 3.75 -0.39 2.97 2.90 3.09 3 -0.03

Healthy choices available 3.29 3.08 3.67 3.22 0.07 3.46 3.15 3.73 3.58 -0.12 3.14 2.98 3.25 3.17 -0.03

Visibility of management staff 4.00 --- 3.95 3.69 0.31 4.00 --- 4.08 3.98 0.02 3.45 --- 4.15 3.43 0.02

Overall satisfaction 4.00 3.64 3.88 3.73 0.27 3.74 3.47 4.06 3.95 -0.21 3.03 3.07 3.64 3.19 -0.16



SERVICE METRICS – RETAIL DINING (STUDENTS)

If they had used retail dining facilities within the past year, students were asked to rate their satisfaction with various aspects of the services. Per the guidance of

Auxiliary Services, this year’s survey was updated to allow students to rate Highland Bakery but removed Ferst Place as an option. These ratings used the scale:

1=”Very Dissatisfied”; 2=”Somewhat Dissatisfied”; 3=”Neither Satisfied nor Dissatisfied”; 4=”Somewhat Satisfied”; and 5=”Very Satisfied”.

STUDENTS

Starbucks

(Clough Commons) Student Center

Commons


‘14 ‘13 ‘12 4-Yr ∆

‘15 Avg

‘14 ‘13 ‘12 4-Yr ∆

Food quality 4.30 4.26 4.29 4.44 -0.14 4.30 4.10 4.24 4.15 0.15

Variety of items offered

4.31 4.07 4.23 4.34 -0.03 4.01 3.88 4.01 4 0.01

Healthy choices available

3.91 3.79 3.9 4.07 -0.16 3.34 3.50 3.58 3.67 -0.33

Visibility of management staff

4.00 --- 3.98 4.13 -0.13 3.66 --- 3.98 3.93 -0.27

Overall satisfaction 4.31 4.17 4.15 4.26 0.05 4.00 4.02 4.17 3.96 0.04

STUDENTS

Student Center

Food Court

Highland Bakery


‘14 ‘13 ‘12 4-Yr ∆

‘15 Avg

‘14 ‘13 ‘12 4-Yr ∆

Food quality 4.32 3.99 4.02 4.11 0.21 4.81 4.58 --- --- ---


4.17 4.12 4.02 4.12 0.05 4.88 4.38 --- --- ---


3.97 3.96 3.92 4.05 -0.08 4.73 4.35 --- --- ---


4.24 --- 3.96 4.03 0.21 4.56 --- --- --- ---

Overall satisfaction 4.25 3.90 4.03 4.12 0.13 4.69 4.37 --- --- ---



SERVICE METRICS – RETAIL DINING (EMPLOYEES)

If they had used retail dining facilities within the past year, employees were asked to rate their satisfaction with various aspects of the services. Per the guidance of

Auxiliary Services, this year’s survey was updated to allow employees to rate Highland Bakery but removed Westside Market as an option. These ratings used the

scale: 1=”Very Dissatisfied”; 2=”Somewhat Dissatisfied”; 3=”Neither Satisfied nor Dissatisfied”; 4=”Somewhat Satisfied”; and 5=”Very Satisfied”.

EMPLOYEES

Ferst Place Starbucks

(Clough Commons) Student Center

Commons


‘14 ‘13 ‘12 4-Yr ∆

‘15 Avg

‘14 ‘13 ‘12 4-Yr ∆

‘15 Avg

‘14 ‘13 ‘12 4-Yr ∆

Food quality 4.34 4.22 4.21 4.39 -0.05 4.44 4.23 4.34 4.35 0.09 4.48 4.33 4.31 4.2 0.28


4.18 4.00 4.21 4.22 -0.04 4.43 4.22 4.14 4.08 0.35 4.25 4.16 4.18 4.06 0.19


4.28 4.21 4.04 4.11 0.17 4.37 4.01 3.86 3.88 0.49 3.98 3.97 3.94 3.78 0.20


4.15 --- 4.09 4.14 0.01 4.24 --- 3.81 3.81 0.43 3.96 --- 3.91 3.6 0.36

Overall satisfaction 4.22 4.30 4.25 4.37 -0.15 4.48 4.25 4.23 4.22 0.26 4.34 4.31 4.34 4.05 0.29

EMPLOYEES

Student Center

Food Court Highland Bakery


‘14 ‘13 ‘12 4-Yr ∆

‘15 Avg

‘14 ‘13 ‘12 4-Yr ∆

Food quality 4.43 4.15 4.19 4.22 0.21 4.39 4.58 --- --- ---


4.40 4.21 4.16 4.27 0.12 4.25 4.43 --- --- ---


4.28 4.09 4.09 4.2 0.08 4.24 4.32 --- --- ---


4.22 --- 4.04 4 0.22 4.21 --- --- --- ---

Overall satisfaction 4.36 4.26 4.33 4.24 0.12 4.27 4.43 --- --- ---



GENERAL COMMENTS

Respondents were given a free-form comments section to provide feedback about Dining Services. All responses can be found in Appendix H on page 109 for

students and Appendix O on page 172 for employees. High level details are below:

Students


o “Dining Services is awesome! The options are incredibly, the food is decent and the people are very friendly and courteous. I also really like the food

trucks.”


o “In a society where working out and eating healthy is emphasized it seems that Georgia Tech has not paid attention and does not care if their students

become unhealthy and obese. The salad, vegetables, and fruits are a joke. The salad is always wilted and warm, the vegetables are practically

nonexistent and on the rare occasion that they are offered they are always drenched in unhealthy sauces, and the fruit is bruised and there are only

apples and bananas.”

o “Staff at the dining hall can be rude and demanding.”


o “Dining service needs to provide healthy choices for students within reasonable amount of money.”

o “The lines in Student Center can get crazy at times. Woody’s dish rack always smells terrible. I’d like them to have an open pasta station like North

Ave.”

Employees


o “I really like Highland Bakery. it’s one of the few places on campus where you get can get decent food fast without all the crowds.- yet they are still

doing a decent business from what i can tell.”


o “Student Center is just too crowded, dull selections, and always a guess as to when things are open. Tech is way behind other schools on dining

options.”

o “Dining choices at Ferst have become boring and repetitive. Too many carbs on the same day and fish served too many days of the week.”


o “Need more eateries within the Commons area to avoid very long lines.”

o “Love the staff appreciation days for North Avenue Dining Hall. It too expensive to visit on other occasions. When I do visit , I am very impressed with

the food, selection, and service.”



SECTION: BUZZCARD CENTER


In this section students and employees were asked if they had a BuzzCard.

Student Responses

Characteristic 2015 ‘14 ‘13 ‘12 ‘11 5-Yr ∆

10-Yr ∆

15-Yr ∆

Yes 95.6% 99.7% 99.0% 98.0% 99.0% -3.4% -3.4% -2.4%

No 4.4% 0.3% 1.0% 2.0% 1.0% 3.4% 3.4% 2.4%

Employee Responses

Characteristic 2015 ‘14 ‘13 ‘12 ‘11 5-Yr ∆

10-Yr ∆

15-Yr ∆

Yes 95.7% 97.7% 96.0% 92.0% 97.0% -1.3% -3.3% -2.3%

No 4.3% 2.3% 5.0% 8.0% 3.0% 1.3% 3.3% 2.3%

Percentage of BuzzCard Holders, Among Students and Employees, Past 15 Years



In this section students and employees were asked what their preferred method to contact the BuzzCard Center with questions and/or issues.

Method Student Responses Employee Responses

Phone 26.8% 28.9%

Email 53.8% 53.8%

Social Media 3.2% 0.8%

Walk-In 40.6% 27.8%

Other 3.5% 6.7%

Respondents were then asked that if they visit the BuzzCard center, what the reason for their visit is.

Reason Student Responses Employee Responses

To obtain initial BuzzCard 52.7% 31.7%

To obtain replacement BuzzCard 24.8% 34.5%

Purchase a MARTA pass 6.5% 7.5%

Passport Phot 2.3% 1.5%

Door Access issues 5.6% 8.8%

Meal plan / dining questions 3.1% 5.1%

Other 5.1% 10.9%

Respondents were then asked how likely they would use a mobile app to make deposits to their BuzzCard Account and check balances

Choice Student Responses Employee Responses

Very Likely 45.1% 34.7%

Somewhat Likely 27.7% 26.4%

Not Likely 27.2% 38.9%



SERVICE METRICS

Students and employees who have BuzzCards were asked to rate their satisfaction with the following items, using the 1-5 point scale where: 1=”Very Dissatisfied”;

2=”Somewhat Dissatisfied”; 3=”Neither Satisfied nor Dissatisfied”; 4=”Somewhat Satisfied”; and 5=”Very Satisfied”.

Student Responses

Characteristic 2015 2014 2013 2012 2011

5-Yr ∆

10-Yr ∆

15-Yr ∆

Level of customer service you received 4.22 4.19 4.09 4.33 4.43 -0.21 0.04 0.04

Time to resolve an issue 4.15 4.23 4.15 4.36 4.48 -0.33 -0.06 -0.06

Number of locations that accept the BuzzCard 4.07 3.99 4.01 4.18 4.13 -0.06 0.39 0.39

Office hours for the BuzzCard Center (M-F 8:00am-4:30pm)

3.79 3.94 3.83 4.14 4.19 -0.40 -0.14 -0.14

Convenience of making BuzzCard deposits 4.15 4.15 4.21 4.29 4.44 -0.29 0.06 0.06

Convenience of the Value Transfer Stations 3.93 4.04 4.05 4.26 4.29 -0.36 0.03 0.03

Usefulness of the website 4.02 4.04 3.99 4.24 4.26 -0.24 --- ---

Overall satisfaction with the BuzzCard program 4.23 4.16 4.20 4.31 4.40 -0.17 0.09 0.09

Average Service Metrics for BuzzCard, Among Students, Past 15 Years

Employee Responses

Characteristic 2015 2014 2013 2012 2011

5-Yr ∆

10-Yr ∆

15-Yr ∆

Level of customer service you received 4.43 4.39 4.43 4.49 4.49 -0.06 -0.01 0.10

Time to resolve an issue 4.35 4.48 4.43 4.45 4.56 -0.21 -0.05 0.07

Number of locations that accept the BuzzCard 4.39 4.19 4.19 4.29 4.42 -0.03 0.22 0.30

Office hours for the BuzzCard Center (M-F 8:00am-4:30pm)

4.10 4.24 4.23 4.27 4.36 -0.26 -0.15 -0.02

Convenience of making BuzzCard deposits 4.40 4.43 4.43 4.40 4.49 -0.09 -0.02 0.19

Convenience of the Value Transfer Stations 4.14 4.34 4.19 4.10 4.31 -0.17 -0.08 0.28

Usefulness of the website 4.26 4.22 4.21 4.16 4.17 0.09 --- ---

Overall satisfaction with the BuzzCard program 4.38 4.37 4.38 4.40 4.45 -0.07 0.00 0.15

Average Service Metrics for BuzzCard, Among Employees, Past 15 Years



ADDITIONAL SERVICES OR VENUES FOR BUZZCARD USE

Students and employees were also asked what other services or venues where they would like to see the BuzzCard used. All of the responses are available in

Appendix I on page 116 for students and Appendix P on page 181 for employees.

Frequently mentioned ideas included:

Dining

o Moe’s / Yogli Mogli – 8 mentions

o Other Tech Square dining (north side) – 23 mentions

o Other eateries close to campus – 13 mentions

Retail

o Walmart – 10 mentions

o Vending – 11 mentions

o Grocery / Publix / other close to campus locations – 8 mentions

Transportation

o MARTA – 4 mentions

o Parking / Smart Park – 2 mentions

Other

o Debit Card / Credit Card link – 3 mentions

o Easier depositing of funds – 7 mentions

o More housing/building access – 3 mentions

o Mobile app for payment – 4 mentions



GENERAL COMMENTS

The final question of the survey included a free-form comments section for the BuzzCard Center. The complete responses are included in Appendix I on page 116

for students and Appendix P on page 181 for employees. High level detail is below:

Students


o “The addition of food truck acceptance was a great improvement.”


o “I hate that $20 is the smallest deposit you can make. Please change it to $10.”


o “I would like to be able to get a BuzzCard out of state somehow. Either through some of the satellite offices or some other means.”

o “Need to have office closer to central campus. Was better back then and more people go to Buzzcard center than Kaplan”

Employees


o “The Buzzcard program is convenient, especially for campus activities when you don't want to use a credit card. “

o “The staff (Lynn and Sophia) are very nice and accommodating with my drop-ins since I escort both faculty and staff there to obtain cards. “


o “Unhappy that minimum credit amount to add at value stations went up to $20.”

o “New office location is not convenient. It is too far away from the main campus.”

o “Last March (2014) I tried reaching the Director of the BuzzCard program, Don Smith, and he would not return calls or e-mails. I tried and one of my

staff tried. Not customer friendly at all.”


o “I believe this was already addressed, but if the hours haven't been extended before 8 am or after 5 pm, it's difficult for faculty and staff who work

traditional hours to come over, leaving only our lunch break to take care of any business.”

o “Don't really understand the differences/advantages if any of Buzz account over Faculty/Staff account.”

o “It would be very helpful if there were more kiosks to make deposits to the BuzzCard.”



RATINGS ACROSS THE UNITS

Several metrics were gathered across all units of Campus Services. These are presented, for comparison purposes, in the tables below. All ratings are measured on

the same survey scale of 1-5, with 1 being “Very Dissatisfied”, 2 – “Somewhat Dissatisfied”, 3 – “Neither Satisfied nor Dissatisfied”, 4 – “Somewhat Satisfied”, and 5

being “Very Satisfied”. Units are listed in the order in which they appeared in the survey.



LEVEL OF CUSTOMER SERVICE YOU RECEIVED

Student Employees

Unit 2015 5-Year 10-Year 15-Year 2015 5-Year 10-Year 15-Year

Housing 4.13 0.03 0.30

Wreck Techs 3.67 -0.49

Parking 3.28 -0.12 0.04 0.67 3.61 -0.25 -0.15 0.05

Student Center & Commons 4.24 -0.15 -0.18 0.60 4.52 0.05 0.23 0.51

Barnes & Noble 4.29 -0.10 0.03 0.48 4.51 0.09 0.17 0.46

BuzzCard 4.22 -0.21 0.04 0.04 4.43 -0.06 -0.01 0.10

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0

Housing Wreck Techs Parking Student Center &Commons

Barnes & Noble BuzzCard

Level of Customer Service received

Students

Employees



MAINTENANCE AND UPKEEP OF FACILITIES

Student Employees


Housing 4.07 0.09 0.40 0.33

Wreck Techs

Parking 3.93 -0.03 -0.04 0.36 4.11 0.47 0.47 1.00

Student Center & Commons 3.53 3.99

Barnes & Noble 4.57 0.01 0.04 0.47 4.70 0.06 0.16 0.49

BuzzCard 4.15 -0.33 -0.06 -0.06 4.35 -0.21 -0.05 0.07

Dining 3.83 4.34

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0


Barnes & Noble BuzzCard Dining

Maintenance and Upkeep of Facilities

Students

Employees



USEFULNESS OF WEB SITE

Student Employees

Unit 2015 5-Year 2015 5-Year

Housing 3.54 -0.56


Parking 3.30 -0.27 3.80 -0.16

Student Center & Commons 3.70 -0.64 4.04 -0.24

Barnes & Noble 3.66 -0.33 3.89 0.08

BuzzCard 4.02 -0.24 4.26 0.09

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0


Barnes & Noble BuzzCard

Usefulness of the Website

Student

Employee



OVERALL SATISFACTION

Student Employees


Housing 3.75 -0.19 0.15 0.09


Parking 3.15 -0.02 0.82 3.54 -0.12 0.82

Student Center & Commons 4.26 -0.07 0.04 0.56 4.45 0.08 0.23 0.48

Barnes & Noble 3.85 -0.24 -0.15 0.24 4.38 -0.08 0.05 0.29

BuzzCard 4.23 -0.17 0.09 0.09 4.38 -0.07 0.00 0.15

Dining 3.82 4.44

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

4.5

5.0


Barnes & Noble BuzzCard Dining

Overall Satisfaction

Student

Employee

AUXILIARY SERVICES 2015 CUSTOMER SATISFACTION SURVEY – APPENDIX (STUDENT RESPONSES)


APPENDICES DETAILED STUDENT RESPONSES TO 2015 SURVEY



APPENDIX A: STUDENT DEMOGRAPHICS

1. Are you: (Required question)

Year Count Percent %

Freshman 54 12.5%

Sophomore 32 7.4%

Junior 43 9.9%

Senior 77 17.8%

Graduate student 227 52.4%

2. Gender:

Gender Count Percent %

Female 155 35.8%

Male 274 63.3%

Other 4 0.9%



APPENDIX B: HOUSING SERVICES (STUDENTS ONLY)

1. Have you lived in On-Campus Housing within the past twelve months?

Item Count Percent %

Yes 157 36.4%

No 274 63.6%

2. In what section of campus do you live?


East Campus 28 17.9%

West Campus 70 44.9%

North Campus (GLC and 10th & Home) 28 17.9%

North Avenue Apartments 30 19.2%

*Only 156 students responded this this question



3. Please rate your satisfaction with the following characteristics of your experience with Housing Services:

Item 1 – Very

Dissatisfied

2 – Somewhat

Dissatisfied

3 – Neither Satisfied

nor Dissatisfied

4 – Somewhat Satisfied

5 – Very Satisfied

Average Total

Professionalism of full-time Residence Life staff (Hall Director, Area Manager, Office Managers)

1% (2) 4% (5) 13% (18) 29% (41) 54% (77) 4.3 143

Professionalism of custodial and maintenance staff 1% (1) 4% (6) 12% (18) 29% (43) 55% (83) 4.3 151

Professionalism of student staff (Resident Advisors, Peer Leaders)

1% (2) 7% (10) 9% (14) 21% (32) 62% (93) 4.4 151

Overall level of customer service you have received from Department of Housing staff

3% (5) 5% (7) 11% (16) 36% (53) 45% (67) 4.1 148

Ability to get your Housing questions answered 2% (3) 7% (10) 16% (23) 34% (48) 40% (56) 4 140

Programs and events sponsored by your building Hall Council, student staff, and/or Residence Hall Association (RHA)

3% (4) 5% (7) 23% (31) 31% (43) 38% (52) 4 137

Community relationships you have developed 4% (5) 6% (9) 29% (41) 26% (36) 35% (49) 3.8 140

Maintenance and upkeep of community public areas (bathrooms, lounges, hallways)

2% (3) 7% (11) 13% (19) 34% (50) 44% (66) 4.1 149

Maintenance response to work request for your room

4% (5) 7% (9) 14% (19) 27% (36) 49% (66) 4.1 135

Condition of room at move-in 3% (4) 10% (14) 15% (22) 32% (48) 41% (60) 4 148

Comfort of your room furnishings 9% (13) 22% (33) 22% (33) 27% (39) 20% (29) 3.3 147

Level of security you feel when in your room or building

1% (1) 5% (7) 8% (12) 26% (38) 61% (89) 4.4 147

Ease of the room selection process 3% (5) 11% (16) 19% (28) 33% (49) 34% (50) 3.8 148

Billing process 3% (4) 4% (6) 23% (34) 36% (52) 34% (50) 3.9 146

Value received for the cost of your total housing experience at Tech

21% (32) 23% (34) 18% (27) 22% (33) 17% (25) 2.9 151

Tutoring services in the Freshman Experience (FE) 5% (4) 8% (6) 39% (31) 25% (20) 24% (19) 3.6 80

Usefulness of the website 5% (7) 8% (11) 35% (49) 30% (42) 22% (31) 3.6 140

Laundry facilities 6% (8) 12% (17) 22% (32) 32% (46) 28% (40) 3.7 143

Overall satisfaction with Housing 3% (5) 8% (12) 20% (30) 43% (65) 26% (39) 3.8 151



4. Are the halls and programming activities supportive of a successful academic environment?


Yes 124 82.1%

No 27 17.9%

5. Do you feel that living in on-campus Housing contributed positively to your Georgia Tech experience?


Yes 135 88.8%

No 17 11.2%



APPENDIX C: WRECK TECHS (FORMERLY RESNET) SERVICES (STUDENTS ONLY)

1. Were you aware that in Fall 2014, ResNet was re-branded as the Wreck Techs?

Choice Freshman % Sophomore % Junior % Senior % Graduate Student %

Yes 36% 35% 30% 50% 25%

No 64% 65% 70% 50% 75%

Choice East Campus % West Campus % North Campus % North Avenue %

Yes 32% 31% 28% 53%

No 68% 68% 72% 47%

Yes 36%

No64%

Yes No



2. Please rate your satisfaction with the following aspects of Wreck Techs’ (ResNet) Services:

1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total


4% (6) 2% (3) 13% (19) 20% (29) 12% (18) 49% (73) 3.67 148

Time to resolve an issue 4% (6) 3% (4) 17% (25) 15% (22) 12% (18) 50% (74) 3.56 149

Ability of ResNet Services to meet my academic needs

4% (6) 3% (4) 12% (18) 18% (27) 14% (21) 49% (74) 3.70 150

Ability of ResNet Services to meet my recreational needs

5% (7) 3% (4) 14% (21) 17% (25) 14% (21) 48% (72) 3.63 150

Convenience of obtaining help when needed

4% (6) 1% (2) 14% (21) 15% (22) 15% (23) 51% (76) 3.73 150

Usefulness of newly launched Wreck Techs website

3% (5) 1% (2) 15% (23) 10% (15) 8% (12) 62% (92) 3.47 149

Overall satisfaction with ResNet 4% (6) 4% (6) 12% (18) 21% (31) 16% (24) 42% (61) 3.63 146

2b. Satisfaction Ratings across Areas of Campus

East Campus West Campus North Campus North Avenue Overall

Level of customer service you received 3.88 3.76 3.68 3.29 3.67

Time to resolve an issue 3.75 3.68 3.53 3.13 3.56


4.22 3.82 3.76 3.00 3.70


4.13 3.63 3.76 3.24 3.63

Convenience of obtaining help when needed 3.78 3.94 3.40 3.47 3.73

Usefulness of newly launched Wreck Techs website 3.75 3.63 3.62 2.73 3.47

Overall satisfaction with ResNet 4.40 3.76 3.80 3.06 3.72



2c. Satisfaction Ratings across Gender

Male Female Overall

Level of customer service you received 3.67 3.67 3.67

Time to resolve an issue 3.60 3.50 3.56


3.66 3.76 3.70


3.69 3.53 3.63

Convenience of obtaining help when needed 3.64 3.84 3.73

Usefulness of newly launched Wreck Techs website 3.52 3.43 3.47

Overall satisfaction with ResNet 3.63 3.85 3.72

2d. Satisfaction Ratings across classification

Freshman Sophomore Junior Senior Graduate Student

Overall

Level of customer service you received 3.81 3.62 3.38 3.86 3.63 3.67

Time to resolve an issue 3.75 3.62 3.08 3.71 3.56 3.56


3.83 3.69 3.00 3.89 3.81

3.70


3.67 3.86 2.91 3.68 3.81

3.63

Convenience of obtaining help when needed 3.85 4.08 3.33 3.94 3.31 3.73

Usefulness of newly launched Wreck Techs website 3.47 3.75 2.29 3.73 3.67 3.47

Overall satisfaction with ResNet 3.90 3.80 3.15 3.74 3.83 3.72



3. How satisfied are you with the wireless (GTwifi / GT Wireless) availability in your Residence Hall?

Type of Interaction East Campus West Campus North Campus North Avenue Overall %

Very Satisfied 20.0% 25.0% 18.5% 3.3% 18.5%

Somewhat Satisfied 40.0% 33.8% 48.1% 40.0% 39.1%

Neither Satisfied nor Dissatisfied 12.0% 17.6% 14.8% 3.3% 13.2%

Somewhat Dissatisfied 24.0% 14.7% 7.4% 26.7% 17.2%

Very Dissatisfied 4.0% 8.8% 11.1% 26.7% 11.9%

Total Respondents 25 68 27 30 151

4. How have you utilized our services over the past 12 months (Check all that apply)?

Type of Interaction Count Percent %

Service Hub Walk-In (Brittain or Curran) 13 13%

Support ticket through website 23 23%

Support Ticket through email 20 20%

Phone call 21 21%

On-line chat 8 8%

Other – please specify 15 15%

“Other – please specify” responses

Just had to look up the website for setting up wired connection. Instructions were provided.

Never

No

None

Walk In



5. What hours are you most likely to need our support?


12:00a-4:00a 9 9.9%

12:00p-4:00p 26 28.6%

4:00a-8:00a 2 2.2%

4:00p-8:00p 49 53.8%

8:00a-12:00p 5 5.5%

8:00p-12:00a 48 52.7%

6. How satisfied are you with the locations of the new Wreck Techs service hubs (West Campus Garage at Curran Street Parking Deck and the East

Campus Lounge at Brittain Rec.)?


Very Satisfied 26 17.6%

Somewhat Satisfied 20 13.5%

Neither Satisfied nor Dissatisfied 26 17.6%

Somewhat Dissatisfied 4 2.7%

Very Dissatisfied 4 2.7%

Not Applicable 68 45.9%

7. What topics should the Wreck Techs offer as power workshops or quick trainings that would interest you (Check all that apply)?


Microsoft Office Suite 52 29.4%

Best Practices in computer and information security

60 33.9%

Office 365 – The Cloud 50 28.2%

Other – please specify 15 8.5%




AUTOCAD

Backing up basics

General computer troubleshooting

Latex like typing programs

LinkedIn

Net working

Photoshop

Server



8. We would appreciate any additional comments you have regarding Wreck Techs Services.

Open Text Responses

Good work!

GT Wi-Fi has really become slow and inconsistent in the semester. It's horrible.

Have not really used Wreck Techs services.

I did not utilize Wreck Tech services, by I was aware of their existence should a need arise.

I knew there was OIT which can sometimes help with computer trouble, but I've never used it because it seems inconvenient.

I've never used them.

More ways to find out about them.

N/A

Nice

No

None

Thanks for speeding back up campus internet. It was really slow 6 months ago.

The Wi-Fi goes out a lot.

The Wi-Fi is very finicky but I don't know if that is Wreck Techs fault.

The Wi-Fi router in the hallway has a weaker signal in the living room and more often than not it fails to support a 2-way video call. One side always has to have video turned off for calls to get through. Other than this, I am very satisfied with the Wreck Techs Services.

They are very helpful through the Georgia Tech subreddit, which is very nice.

They helped with my TV and laptop.

Wi-Fi is horrible. Disconnect periodically.

Wireless is not well-connected and it sometimes disconnect randomly.

You are doing a great job, thanks!



APPENDIX D: PARKING AND TRANSPORTATION SERVICES

PARKING

1. Please indicate the types of interactions, if any, you have had with the Parking and Transportation Office within the past 12 months (choose all that

apply):

Student Responses


Phone 65 15.0%

Email 88 20.3%

In-Person 129 29.8%

Facebook 8 1.9%

Twitter 3 0.7%

Website – pts.gatech.edu 132 30.5%

Website – driverseat.gatech.edu 68 15.7%

Other – please specify 29 6.7%

"Other - please specify"

I got a ticket

At Entrance Points

Just annual parking choice

Battery Assistance

No Interactions

Presentation

They gave me a ticket

Staff is rude!!



2. If you have had interactions with the Parking and Transportation Office for parking related business within the past 12 months, please rate your

satisfaction with the following characteristics of your experiences:

Student Responses

Item 1 – Very

Dissatisfied

2 – Somewhat

Dissatisfied

3 – Neither Satisfied nor Dissatisfied



Not Applicable

Average Total

Level of customer service you received 10% (35) 7% (25) 11% (38) 19% (67) 13% (45) 41% (145) 3.2 355

Usefulness of the website 7% (24) 10% (34) 15% (54) 20% (72) 11% (38) 38% (135) 3.2 357

Online parking appeals process 8% (29) 5% (18) 9% (31) 8% (28) 5% (18) 65% (234) 2.8 358

Payment process for citations 6% (22) 2% (7) 11% (39) 10% (37) 6% (23) 64% (228) 3.2 356

Overall satisfaction of Parking division 11% (39) 8% (29) 13% (48) 19% (67) 10% (36) 38% (137) 3 356

3. Do you currently hold a parking permit?


Yes 130 34.9%

No - what mode of transportation do you use to get to campus? 242 65.1%



4. What mode of transportation do you primarily use to get to campus?

Value Count Percent %

Walk 75 41%

Bicycle 25 14%

Carpool 2 1%

Car – I am dropped off by another driver 9 5%

Car – I park off-campus 12 7%

Public transit 11 6%

Stinger/Trolley 35 19%

Other - please specify 12 7%


Apartment shuttle

Car - drive myself

Car - Park at Greek House

Car- I pay for parking on campus daily

Car, Greek Housing

Green Route and Stingerette. I have to buy that expensive Stingerette pass

I have a parking spot at my fraternity house

I live on campus

Live on campus



5. If you have a parking permit, how satisfied are you with:

Item 1 – Very

Dissatisfied 2 – Somewhat

Dissatisfied




Not Applicable

Average Total


9% (9) 13% (13) 13% (13) 26% (27) 40% (41) 0% (0) 3.7 103

Ease of registering for a permit 3% (3) 10% (10) 11% (11) 38% (39) 37% (38) 2% (2) 4.0 102

Your lot assignment 4% (4) 10% (10) 10% (10) 26% (27) 50% (51) 1% (1) 3.7 101

Maintenance and upkeep of facilities 7% (7) 5% (5) 14% (14) 34% (35) 39% (40) 2% (2) 3.9 102

Payment process for parking permit 8% (8) 9% (9) 16% (16) 32% (33) 34% (35) 2% (2) 3.9 102



TRANSPORTATION

6. Which transportation services have you used this academic year? (Check all that apply.)


Tech Trolley 323 93.9%

Stinger Bus 233 67.7%

Midnight Rambler 94 27.3%

Stingerette Service after 6pm 102 29.7%

Weekend grocery shuttle 55 16.0%

Stingerette.com 65 18.9%

NextBus 159 46.2%

Zimride 0 0.0%

Zipcar 22 6.4%

Gotcha Ride 5 1.5%

GLC/Clough Shuttle 16 4.7%

BuzzBike 1 0.3%


Emory Shuttle

None

Ubber



7. How satisfied are you with the following characteristics of transportation service?

Item 1 – Very

Dissatisfied

2 – Somewhat

Dissatisfied




Not Applicable

Average Total

Trolley routes 2% (8) 7% (22) 8% (26) 35% (114) 47% (154)

2% (5) 4.3 329

Stinger routes 4% (14) 7% (23) 10% (32) 27% (86) 33% (107)

19% (62) 4.1 324

Midnight Rambler routes 3% (11) 4% (12) 7% (22) 15% (48) 16% (52) 54% (172) 3.9 317

Time you wait before a Stinger appears 7% (22) 18% (59) 19% (62) 24% (77) 9% (28) 23% (74) 3.5 322

Time you wait before a trolley appears 5% (17) 18% (60) 18% (60) 35% (114) 16% (52) 7% (22) 3.6 325

Waiting time for Stingerette pick-up 12% (40) 13% (41) 8% (26) 8% (27) 7% (24) 51% (165) 3.2 323

Maintenance and upkeep of vehicles 3% (10) 6% (18) 15% (50) 30% (96) 36% (118)

10% (32) 4.1 324

Courtesy and friendliness of drivers 2% (7) 4% (13) 12% (38) 30% (96) 43% (141)

9% (30) 4.4 325

Courtesy and customer service of Stingerette dispatcher

6% (18) 7% (21) 13% (42) 13% (42) 9% (30) 53% (170) 3.7 323


5% (16) 7% (22) 11% (35) 11% (36) 11% (36) 55% (179) 3.6 324

Ease of knowing Stingerette pick-up points 5% (17) 14% (44) 9% (28) 12% (39) 9% (30) 51% (164) 3.5 322

Overall satisfaction of Transportation division 3% (8) 10% (31) 20% (65) 40% (129) 21% (68) 6% (19) 4 320



8. Which of the following resources do you use to get Parking & Transportation information? (Check all that apply.)

Item Count Percent

Printed brochure that comes with my parking permit 30 7%

E-mails sent by the Parking & Transportation office 127 29%

Parking & Transportation website 197 45%

Ask a friend or co-worker 92 21%

Other (please specify) 12 3%

"Other (please specify)"

Ads on trolleys

Apps

Customer service via telephone

GT App

I don't need parking.

NextBus

None

Posted signs

Website



9. How familiar are you with the rules and guidelines for parking on campus?

Value Count Percent

Very familiar 67 23.0%

Somewhat familiar 130 44.7%

Not at all familiar 94 32.3%

10. We would appreciate any additional comments you have regarding Parking and Transportation Services:

Open Text Responses:

Both

Negative

Process, Policy, or Technology

I believe they operate too much like a business rather than a campus department. I do not always feel that they have the student's best interests in mind.

I have only had and heard of horrible experiences with Parking and Transportation. They oversell the lots, making several people I know not have a parking spot unless they get to school very early. It is terrible that there is not an acceptable way to avoid paying for parking for a semester that you will not be there. For example if I get an internship over the summer and will be gone, my only option is to cancel parking in the spring, but then I will have nowhere to park. Passes should be sold by semester, not per year. The stingers and trolleys have good routes, but trolleys need to replace the broken, flimsy leather straps with the same straps the Stinger uses. Seeing broken straps on the trolley is not comforting and makes me concerned for my safety. NextBus NEEDS to be fixed. It is completely inaccurate on evenings/nights and weekends, showing incorrect times. For example it will say "Next bus in 5 minutes" and will stay at that prediction for 20 minutes, or it will say there is a bus in 20 minutes, and suddenly drop down to 2 minutes, but in that time I cannot get my things together and make the bus. It will often stop working and say "No Prediction", when I know the buses are running. On weekends, there are many times I have wanted to take the grocery shuttle to Atlantic Station, but NextBus does not display arrival times, so I have not been able to use it.

This department needs to be scrapped and started over from scratch. The level of unprofessionalism and ineptitude within this one department is truly staggering. I mean honestly, I can't think of ANYTHING about this department which is worth commending. There is fault in everything, I mean everything. My first interaction with P&T was to pay them a LAUGHABLE amount for my parking permit. I saw there idiotic pie chart break down "explaining" where the costs went and I'm still not convinced that I'm getting what I pay for. Then, after forking over a small fortune to these people, how do they go about giving me this little piece of plastic that's worth more than its weight in gold? By making me wait in line, outside in August at noon, for more than an hour!!!!!! I mean how the hell a department can be that poorly run that passing out parking passes becomes an HOUR LONG TASK. I do not buy the excuse that the sheer volume of passes was enough to overwhelm their staff to the point of looking like chickens with their heads cut off. And if in fact it isn't their idiocy which prevents them from doing their job in a timely fashion and it truly is the volume of students, then MAYBE THEY SHOULD RETHINK THE DISTRIBUTION PROCESS. Then there are the buses. Oh the buses. Bless their heart. I didn't think the department could become lower in my eyes after our interaction on parking pass day, but man oh man, the buses proved me wrong. I feel like P&T just gave the jobs to their friends, never bothering to train them in customer service or you know, the all-important task of bus driving. If I had a nickel for every time I was on a bus and the driver drove over a curb, blew through a stop sign, or slammed on their brakes and caused people standing to fall down, I'd probably have about 14-15 dollars, honestly. And those are just the times where I decided to actually brave



the elements and wait for the bus. Who knows what was happening on the buses all the times when they were so late I had to walk? This is the end of my rant. Thank you for taking the time to read it. Believe me, I don't have any faith that the people reading this survey actually care enough about my opinion to even bring up these criticisms or begin the process of change, but it's nice that you gave me a place to vent.

Price

Too expensive for the services provided.

Parking

Mixed or Impartial

Price

Parking is very expensive. I have SmartPark which is nice, but I still wish it cost a bit less each time I parked ($6 is steep). I work in a lab so frequently need to just drive in for 20-30 minutes to check on something, and I hate paying $6 for that.

Parking permits are entirely too expensive, and I have purchased 1 since my 1st semester at tech. It would also be convenient if there was an additional stop added to the blue route between tech tower and north avenue apts. All that said, It's convenient using the Park mobile application at meters.

The cost of parking is a little high. Also how can a parking garage and an open parking lot be the same price? I think the open parking lots should be less than a parking garage.


Allow weekend and after hours parking on campus for cars without a permit. For people who live off campus and commute by foot or bicycle, it can get dicey to get to campus by those means after dark. It would be nice to know that I can park on campus without risking of a $50 ticket just because I needed to get to school and didn't want to get mugged.

Being an Exec Ed student at Scheller it would be nice if we could use the parking lot by the CRC during the hours of 8:30 - 5:00 instead of just early morning and evening.

Better notification of when events are happening on campus such as swim meets that cause parking prices to increase dramatically. Better information on where you can park and when including weekends and week nights.

Card readers are sometimes stubborn. Exit at Lot 3 needs repair as it holds water.

Forgot to display my parking permit one day, got a ticket, that's frustrating.

Have clear rules for parking and where students with permits are able to park and where students without permits are able to park after hours.

I am still unsure when the weekend rules for parking on campus begin. I wish there was a late night time where it did not matter where I parked on campus, so that when I am up late studying I do not have to walk across campus to my parking spot.

I wish the parking lots would open after a certain time in the night. I don't have a parking pass but I feel unsafe walking to the campus at night and would prefer to park on campus.

It'd be great if the parking pass price were different depending on the location of the lot. (etc. the farther from the campus, the cheaper).

Just let people park for free on the weekends - or maybe have a really, really cheap weekend pass that you can get online (if you're a student). Like go to the website and pay $2 and you get a parking pass for the entire weekend at any non-special event lot.

More lot flexibility.

On occasion the gate arm into Peters does not open at 5pm as is typical. Unfortunate that game events take over parking decks and employees aren't always sympathetic to students who are not attending the event.

Permits should not be required for parking in some areas after dark. It seems dangerous to park in some of the areas where we can park for free and access campus (e.g., Luckie street area, street next to Wells Fargo).



Really I think this information could be on a less cluttered website with clearer tabs. Also the search for simply finding if I can park on the streets when and where-could be done with a highlighted interactive map. rather than hunt-peck match a coded area with a spot on a printed brochure etc.

There should be more parking meters on campus that utilize the park mobile app.

Negative

Price

$749+ for ONE parking permit is NOT ok. Some students HAVE to park on campus for work, personal reasons, etc. and charging them the equivalent of an arm and a leg is not fair. Other colleges in the Atlanta area have more reasonable parking fairs than Georgia Tech (Emory's is high, but not almost EIGHT HUNDRED DOLLARS!). It's incredibly unjust and unreasonable especially considering that permit holders get ONE spot to park and cannot park anywhere else until after 5pm.

Parking is ridiculously expensive. We 100 times what other schools pay! I know that we are in Atlanta, but the school could make it more affordable. I shouldn't have to pay a whole month's rent (or more) just to park my car. I live near campus but sometimes drive my car when it's raining or if I'm going to be on campus late. I usually just park in guest parking and pay b/c it’s cheaper than a pass. But finding guest lots near my location is sometimes hard, especially if you close Peter's. This is a huge safety concern!

Parking is overpriced. There should be a better discount for people who are carpooling. Between fees and parking passes, that takes up a lot of a graduate student's stipend. It would be safer to park on campus but it is just so expensive. We keep adding buildings but we are not considering the parking shortage.

Parking on campus is extremely expensive (at least for students).

Parking permits are way too expensive.

Parking tickets are not clear and very expensive.

Parking tickets are too expensive and complex rules are not widely known.

Please make parking on campus less expensive. It's a bit much, and often a deterrent for some people who want to visit campus.

Would love to have a parking pass, but I can't afford housing and a permit. $750 is absolutely insane. Do you enjoy ruining people's days?


Events at the CRC are really inconvenient for student to park even other places are allowed for temporary parking.

Hours of parking enforcement is unclear. Certain parking garages have an unofficial time when parking is lifted during the evening. I wish this was official. There needs to be a site for free parking on campus at night. A lack of free parking at night can be a safety issue.

Overselling parking in the parking garages restricts access for people who paid for a spot. This practice is nothing more than fraud and those responsible should face criminal charges. In addition people shouldn't have to pay for summer parking if they only need parking for the fall and spring semester.

Parking is extremely non-conducive to student’s success at GT. We live in Atlanta with the threat of robbery and crime. For those living off campus that do not need a regular parking permit during the day, parking options in the evenings/at night are limited. Another main issue is the lack of information on the website about when and where parking is open after hours. GT parking is very sly and has a lack of transparency. I know of multiple occasions of students receiving tickets for absurd reasons or getting compounded fines on the same ticket for the same infraction. GT parking has an extremely poor reputation by students and staff.

Parking on campus is impossible and annoying. I've received several tickets for parking in the wrong zone because all the spots in my zone are full (mostly with people with tickets on their car/visitors with no pass). I should not have to pay a $25-$50 fine when parking is not available in my zone. When appealed, I still have to pay some money. Parking is too overpriced for the headache it brings and the PTS employees are unfriendly, rude, and unhelpful. This is a constant frustration and conversation topic between students about how horrible PTS is.

The ER51 lot backed up to the interstate has some terrible potholes that need to be fixed.



The parking spaces in W02 are WAAAY too small for even a compact car. Everyday there are jerks with big SUVs and Trucks that park crookedly and take away a valuable spot next to them. Please issue tickets to those that can't park correctly or make the spots bigger.

There are inadequate meter parking spaces for people who cannot afford the pass and approximately half of those meters are broken at any given time.

There is not enough General parking for visitors. Almost impossible to have friends visit.

There's nowhere to park for those without a pass when Peters is closed. Not cool.

Ticketing at the parking area in the facility located on 14th Street is nothing but harassment Teams working in the Student Competition Center were forcefully relocated there and are already inconvenienced by the fact that the facility is located off campus PTS does not need to make this even more difficult by forcing the ME department to purchase a finite number of temporary passes that are only valid in the afternoons While it can be understood that the goal of PTS is to create revenue, there are better ways to go about this In the end, this is an educational institution; why demotivate students from gaining useful in very hands-on clubs?

When parking is and isn't allowed for free needs to be better marketed. Peter's shouldn't cost money for students during athletic events. It becomes a safety concern for late nights on campus. Trolleys and buses should maintain their spacing on the routes better. There's no reason to have two back to back then another in 15 minutes.

Service

I have called parking and I think I may have been blatantly lied to on a few topics. For instance, I called to ask about which meters were free after 5pm on campus. I was told that ALL meters are 24 hour enforced and are never free. However, there are signs (Such as at the Student Center or Instructional Center) that specifically say "M-F 8am-5pm". When I asked Parking if these signs were thus false, I was told that they were indeed wrong. I have since been inclined to believe that those signs are not in fact false though.

They can be real jerks about parking on campus and pretty unreasonable.

Transportation

Mixed or Impartial


A bus that goes west to middle to east, three stops only.

Can never get a Stingerette without waiting for over 30 minutes to be assigned a driver I would like if the trolley stopped a little closer to North Ave.

Express trolleys to/from Hub from/to Marta Midtown.

For the midnight rambler, they should slightly extend its route by making it go to the roundabout from the North Ave. Apartments.

Green route needs to have more shuttles.

I know a transportation study is under way. Generally, I think there should be a reconsideration of connections to MARTA and attractions on the West side. One idea is for a Midtown station loop that services the northern half of campus and a North Avenue station loop that serves the south half. Some connection to the thriving area on Marietta/Howell Mill could be useful, if coordinated with the Westmar student lofts shuttle. Also, the types of vehicles should be evaluated. Natural gas-powered buses like GSU's would be cleaner and could have more capacity.

I think that there should be some transportation service that still rides to a MARTA station after 9 PM.

It would be great if the frequency of the Green Stinger could be increased.

It would be helpful if a trolley or stinger is introduced from North Avenue MARTA station or Emory to the campus.

I've missed the Midnight Rambler by seconds on multiple occasions (probably nearing 10 times now). If I'm not standing right at the stop, the Rambler leaves (even if I'm running up to try and catch it). It would be nice to have the Midnight Rambler wait 1 minute before it drives away.



More stinger buses and additional routes to North Avenue Station, Publix on Piedmont, Civic Center.

Please place a trolley stop at the north Ave apartments

Quicker bus route (not GLC shuttle) from GLC to campus buildings, or more stops for green route on campus.

Tech trolley is very hit or miss, it can be reliable one day and then completely off the next. Occasionally a trolley doesn't come for over 10 minutes and then two come at the same time. Spacing is terrible.

The new bus scheduling system seems effective, but sometimes the screen clearly says "Please Depart" and the driver just sits there for 5 more minutes.

The stinger buses, since they don't stop at every stop, can become bunched together. While I appreciate the aspect of getting where I'm going quickly, nothing is more frustrating than seeing three buses near each other on the opposite side of campus.

The trolley timings should be more predictable. Sometimes they get so delayed that I reach class late. NextBus.com does not work so many times - please improve this.

There should be a stinger that goes to Atlantic station during the week.

Trolley routes are sometimes problematic in the afternoon - I can walk from Klaus to Midtown MARTA and only see 0 or 1 Trolleys.

Unless the trolley/bus is at the stop immediately when I get there, it is usually faster to walk a lot of places on campus. It would be more useful if stops were more frequent.

Service

Drivers are friendly, but some of them stop too quickly or are too aggressive when driving or breaking. This can cause people to lurch forward and is dangerous and makes riding sometimes nauseating. Drivers should be coached to be less aggressive.

The Stingerette drivers can be kind of grouchy sometimes.

Negative


Green route comes after a really long time. There should be 3 buses in the loop instead of 2. A lot of students live near or across home park. Head of transportation told us in the orientation that stingerrette will drop us on 14th street since Georgia tech has a property on 14th street but they never agree to drop us when we call for one.

Green stinger wait time is horrible. We need more green Stingers.

It is very inconvenient to use the blue bus on west campus and the red bus at North Ave because they stop for so long - it often prevents me from being able to take the bus unless I leave extremely early.

Please make the nighttime Stingerette more efficient. It sometimes takes more than 20-30 minutes to get a pick up. Moreover, we are expected to be at the pickup location in after the first call and so is the Stingerette driver in maybe 5 minutes. It has taken more than 20 minutes after the first call from the Stingerette to pick me up. Moreover the Ridecell/Stingerette website does not show the real-time location of the driver which was perfect before the website upgrade. Last but not the least, if there is a stop on the website the driver should drop me there or the website should remove the stop. Ex: 10th and Curran stop. Also, it feels some drivers do not seem to be too friendly and enthusiastic about their job. In a nutshell, the whole Stingerette system should be revamped.

The Green stinger shuttle has ridiculous waiting times. Sometimes, the GPS shows that the bus is parked at the 14th Street stop and would not move from the point for another 20 minutes. Then it would come to the stop where I am waiting and the 'Not in Service' sign is on without any warning. The coordination between drivers is poor, it is often the case that one of them is closely behind the other or one of them is heavily lagging. I believe it would be best if there are 3 of them going around at all times.

The trolley frequency post 6.00PM is low and very non-uniform. There is no trolley for nearly 30 to 40 minutes and suddenly there are two trolleys coming within 5 to 10 minutes of each other. The week-end trolley schedule is completely unpredictable - it is impossible to plan to go to school based on any trolley availability. At Midtown station, there is no prediction of the next available trolley.



The wait time for getting a ride on the campus buses is ridiculous. Almost every time I've taken the bus across campus, especially the Tech Trolley on the way to Marta, it's been totally packed full, and the wait is usually 20 minutes for the privilege even in mid-day. There's been maybe ONE time where the passenger load has been reasonable.

There are 2 experiences that caused my "very dissatisfied" rating. First, is the ongoing experience that the NextBus app and the expected arrival times posted at stops are very often wrong, causing me to wait for a shuttle for an unreasonable amount of time (15-20 minutes), as it keeps updating to indicate the shuttle is only a moment or 2 away. Increasing the accuracy would be tremendously helpful. The second experience that was very upsetting was how I was treated when I called Transportation Services to learn why the Emory-GT Shuttle was 45 minutes late. It was the last shuttle of the day and I needed to figure out how I was getting home if that shuttle was no longer working. When I called the office, the man I spoke to was exceptionally rude and refused to provide any information, beyond referring me to the app (which was not providing helpful info, hence my call in the first place). I and the other passengers only found out the shuttle had broken down when we asked one of the other shuttle drivers if they knew anything. That driver was very helpful and relayed the information he'd received over the radio.

There are too many stops on the trolley. They could eliminate about 3 or 4 stops along the route, speeding up the route, and it would be just as convenient.

Trolleys are usually too full :(

Wait time for buses is not at all consistent.

Service

I work very late on campus and feel it's unsafe to walk back. I used to reply on Stingerette but over the last year or so their service has become very bad. Sometimes I have to wait an hour before my driver comes pick me up. And this has happened very often. Once I was waiting at my pickup location and the stingertte driver passed me by without even slowing down to look for me and a minute later I was marked as no show. Whenever I call the Stingerette to resolve an issue or ask them why it has been taking more than an hour to get someone to pick me up, the phone operator is usually very rude. I am very dissatisfied with this their service.

Stingerette has been terrible for me. When I have called in or gone online, it has always indicated high traffic and long waiting times, but when another friend applies for it at the same time, there was no wait.

Stingerette pick up time has considerably increased. And few drivers are a little grouchy and rude.

The Stingerette drivers seem to be a bit rude, and tend to drive the Van in an uncomfortable manner. I'd be okay with it being a little slower if I felt safer.

The Stingerette Service is horrible. The drivers drive past you without picking you up. Once inside a Stingerette, the drivers will drive all around campus and "starve" some passengers (i.e., never drop them off).

The Stingerrette drivers are rude, and drive in an unsafe manner. One yelled at me when I was too tired to reply to her good evening.

Positive

Service

Courtesy and friendliness of drivers is SUPERB!

APPENDIX E: STUDENT CENTER AND COMMONS

1. For those services you have used within the past 12 months, please rate your satisfaction with your experiences:



1 - Very Dissatisfied

2 - Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total

Crafts Center 1% (2) 1% (4) 4% (15) 6% (23) 12% (45) 77% (291) 4.2 380

Depoe Eye Center 1% (3) 1% (2) 4% (16) 5% (19) 4% (17) 85% (325) 3.8 382


0% (1) 1% (5) 5% (18) 10% (38) 16% (61) 68% (260) 4.2 383

Kaplan Test Prep Center 1% (3) 0% (1) 4% (16) 3% (9) 2% (8) 90% (346) 3.5 383

Lounge Seating Areas 1% (2) 4% (15) 10% (40) 27% (103) 27% (105) 31% (119) 4.1 384

Post Office 1% (5) 3% (10) 8% (30) 23% (88) 23% (147) 28% (107) 4.3 387


0% (1) 2% (9) 6% (24) 21% (80) 21% (98) 45% (173) 4.3 385


0% (1) 3% (10) 5% (21) 11% (41) 11% (55) 66% (254) 4.1 382



2. How would you rate the following characteristics of your interactions with the Student Center and Commons?

Item 1 – Very

Dissatisfied

2 – Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total


Availability of seating in lounge spaces 5% (14) 20% (59) 15% (45) 32% (96) 17% (52) 12% (35) 3.4 301

Safety and security 2% (5) 3% (9) 11% (32) 27% (82) 51% (152) 7% (21) 4.3 301



Overall satisfaction with the Student Center and Stamps Commons

1% (2) 1% (4) 13% (38) 46% (136) 34% (99) 5% (14) 4.2 293



3. We would be interested in any comments you might have regarding the Student Center and Commons, and its services.


Mixed or Impartial

Facility, Policy, or Technology

A large number of students use Under Couch as a place to nap in the middle of the day, or to study, but for some reason the music in Under the Couch is often really loud, as opposed to being ambient. I think slightly softer tunes would be more appropriate.

Could be a little more free seating.

Food court hours should be longer and on weekends.

Get the bus route terminal fixed.

I don’t think there is anything to be changed really, Because most of the problems come from being over packed.

I think the pool and ping pong should be free at the Tech Rec.

I wish we had more options for vegetarians.

I would hope to get jewelry making.

It would be helpful for the post office to have FedEx and UPS drop boxes as well. The one I was directed to is on the loading dock for Clough, and you have to go through the service corridor.

It would be helpful if there are interview rooms accommodating one or two persons for students who have to take phone interviews.

It's strange how we now have two pizza places and two taco places. It would be amazing if Pizza Hut was open later, so that for midnight pizza we didn't have to order off campus. It would also be interesting to see if one or two of the other food places were open until midnight as well.

Keep it open longer for students.

Lack of seating in the food area at the student center (first floor).

Largest issue is lack of seating in first floor food court and second floor lounge areas. Also, most maps/floor plans are out of date.

Lobby USPS and the government to deliver mail to fraternity and sorority houses. That would clear up a lot of clutter!!!

More recycling bins!

More seating; more space; feels very cramped.

More seating around lunchtime would be nice.

More seating lounges please.

More seating needed.

More seating would be great. Also, It'd be great if the post office were open for a longer period of time.

Need more of a visible police presence at Tech Square. Not an empty patrol car parked on the street.

Need more seating around campus in general, especially around eating areas.



Need more seats.

Needs more chairs.

Needs more seating during lunch hours.

Not too many on-campus job postings are available on the website.

Only issue with seating is during meal rush hours.

Panda Express should be open later on Fridays.

Places to sit.

Seating is always a premium.

Sometime I found s center little bit dirty, ant that we responsible for. Maybe small carvings can be placed on the tables for self-cleanup.

The last time I used the post office in the student center, they did not accept credit cards. This makes me less inclined to use the post office there. It would be nice if credit cards were accepted.

The lighting in Tech Rec should be improved for playing Table Tennis. Tech Rec should be open more (it closes too early in the evenings/weekends).

The seating fill sup very fast and it's often hard to find seats during lunch in the student center food areas.

The tables that used to be outside of Pizza Hut before were much better for getting work done.

The website could be more mobile friendly.

There are some healthy options in the Student Center, but it would be nice if there were other healthy options, rather than between going upstairs to the Food Court or Subway.

There need more open time for restaurants afternoon.

Under the couch should have the door, towards lounge, closed since the music sometimes doesn't help relax or concentrate

Update the website and make it more mobile friendly.

Websites could use some revamping.

Price

Lower rates for Tech Rec rent.

Service

Information desk has been vacant during posted hours on several occasions that I have visited. Not reliable. When someone is there, they tend to be helpful.

Sometimes the staff shows attitude to students due to their bad mood or carelessness.

Negative


A little dingy in places with outdated, institutional, innocuous décor.

Not a lot of seating and feels very frumpy in comparison to the CULC. The printing computers in the computer cluster are also VERY slow.

Not enough dining tables. Need for mail boxes also for non on-campus students.

Restaurant selection is very poor. Other facilities are old and not useful.



Seating is always hard to come by even though it seems widespread. Prices at the food retailers keeps creeping up which is discouraging (i.e. I'd rather take my money elsewhere or eat at home instead of buying lunch/dinner at the student center).

Student Center needs to be updated. Very poor layout and not a nice place to hang out and study in. For the central location, this building should be much more impressive and serve as a hub.

The computers in the student center are VERY slow to boot up. Many times it’s taken so long I left in the middle because I only had a few minutes to print something. Even the printing station computers are slow (but faster than the sitting ones).

The interface of the website is difficult to find things.

The lines in the student center for food or the post office are always ridiculously long. There are many times that I have just had to leave without service in order to make it to class on time.

Under the Couch is too loud

Service

The people at the Post Office are cranky and do not provide good service.

The Post Office staff are a little on edge at times, which is frustrating as a customer.

Positive

Uncategorized

I don't spend much time there, but it is a good experience when I do.

It is a great place!



APPENDIX F: TECHNOLOGY SQUARE RETAILERS

1. If you have purchased items from these Technology Square retailers in the past 12 months, please indicate your level of satisfaction with the

services provided by each retailer:

1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied




Not Applicable

Average Total

Barrelhouse Tavern 1% (6) 4% (16) 8% (32) 16% (64) 16% (66) 54% (219) 3.9 403

Chuck's Famous Sandwiches 2% (10) 2% (10) 8% (34) 9% (36) 9% (37) 68% (274) 3.6 401

Game Stop 1% (5) 1% (4) 6% (22) 6% (22) 9% (34) 78% (311) 3.9 398

Great Clips 3% (12) 5% (20) 9% (35) 13% (53) 7% (28) 63% (253) 3.4 401

Ray's NY Pizza / Cedars Mediterranean 0% (2) 3% (14) 7% (29) 18% (75) 33% (133) 38% (153) 4.3 406

Tin Drum Asia Café 4% (16) 5% (19) 7% (27) 23% (96) 32% (133) 29% (121) 4.1 412

Waffle House 1% (5) 2% (8) 9% (36) 24% (99) 33% (135) 30% (124) 4.2 407

Walmart 2% (8) 3% (14) 11% (46) 30% (124) 32% (130) 22% (90) 4.1 412



2. What additional retail services do you feel would be successful if located at Technology Square?


Better Asian food, Tin Drum is gross.

5 Guys Burgers and Fries.

A bar that caters specifically to the Georgia tech community. Right now there is no Tech Bar. At many other top tier schools there is a gathering place that is known as a major bar for that university. Something designed to cater to students with reasonable pricing would be excellent.

A barber shop that can cut African American hair.

A bigger grocery store with grocery items of various nationalities. For ex: Indian and Chinese items.

A bigger grocery/pharmacy. Indian/Nepali restaurant.

A bigger Walmart.

A burger place.

A chic cafe (not a chain) that serves sandwiches and nice coffee and tea. I was at the University of Alberta campus last week and they had a cafe that served all this gluten free and vegan stuff (in addition to meat). I think it would do well here.

A Chipotle Midwestern grill.

A computer store in case our laptops need to be repaired or we need to buy laptop accessories such as chargers.

A CVS or Rite Aid.

A dessert cafe like an ice-cream place, not a frozen yogurt place.

A healthier grocery store/market.

A healthy restaurant - like a fresh to order or something similar for healthy meals/snacks.

A larger grocery store than the Walmart on-campus.

A larger supermarket.

A local coffee shop.

A place for coffee and desserts that is not Starbucks. Or, a bar and/or that stays open late night.

A place on the lines of tech rec. Maybe a sports bar.

A place that gives GOOD HAIRCUTS.

A quick-grab place like a Panera Bread.

A smoothie place or cafe (besides the Starbucks).

A smoothie shop and a salad shop and a chipotle instead of a Moe’s.

A supply store (materials geared toward the different majors on campus that require them).

An actual barber shop.

An alternative coffee place. I don't like Starbucks!!!



An Indian lunch buffet.

Another coffee shop (local, quaint, preferably not a chain (i.e. Starbucks)). Dentist/doctor/clinic would be nice.

Another grocery store (in addition to Walmart) and a Chipotle!

Apple retailer @ Barnes Noble.

Arden's Garden.

ATMs.

Bakery such as sweet hut.

Bakery

Bars

Best Buy or Freebirds

Bigger Pharmacy separate from Wal-Mart 24 hour restaurant separate from Waffle House.

Bigger Walmart, CVS

Bubble tea place.

Burger King

Campus bar

Cheap bar

Cheesecake factory

Chick fil-A

Chick –fil-A would be a great accommodation.

Chick fil-A or McDonald's.

Chinese food restaurant.

Chipotle instead of Moe's? I realize that Moe's isn't technically a part of tech square.

Chipotle Salad/Juice Bar.

Chipotle

Chipotle

Chipotle - Mexican grill

Chipotle and small organic grocery store.

Chipotle Panda Express Chick-fil-A Takorea

Chipotle!!!!

Chipotle, Jimmy Johns, basically anything to replace Chuck's Sandwiches. I have NEVER seen anyone in there.

Chipotle, Panera, salad bar similar to Dressed by Publix in midtown, healthy sandwich place similar to F2O, main emphasis on something HEALTHY and whole food.



Chipotle/Moe's/something with Mexican food Italian food (pasta, etc.)

Chipotle, printing shop for large scale jobs.

Clothing store other than Barnes & Noble.

CVS

CVS, Walgreens.

Drinks or dessert café.

Dry Cleaner Post Office ATM Printing Services.

Dry cleaning

Engineering Instrument shop, electronic component shops for projects.

Expanded Walmart with more options.

fast food

Firehouse. Healthy choices.

Five Guys

Food

Fresh 2 go

Fresh produce.

Fresh to order (healthy restaurant options.

Get healthier and better eating places, like chipotle for example.

Gourmet dining /dinner center. Healthy foods that are fresh would be great. There is a place called "fresh' - I think that is what it called at Midtown Plaza that would be welcome. A shuttle to Trader Joes would be great.

Groceries and daily needs apart from those found at Walmart-on-campus.

Grocery, Jersey Mikes.

Hobby or card shop, farmers market, RadioShack/BestBuy, grocery store, fast food.

Honestly just about anything.

I don't know.

I feel that there is a wide variety of shops located at Tech square.

I think it is adequate, as is.

I think that technology square could use a pharmacy.

I think we need a place that services bikes owners as the nearest place to campus is still pretty far (e.g. near piedmont park).

I wish, we have better Chinese restaurant or Pho restaurant.

IHop

In & Out Burger (I'm dreaming).



Indian restaurant.

Inexpensive trendy clothing.

It would be great to have a coffee shop in Tech Square (may be not Starbucks, but something more original).

It would be nice to have a store like Blick for more art type supplies. I have had the need last minute, especially with Office Depot moving.

Jamba juice.

KFC & McDonald

Korean fast food (boonshik)

Larger Walmart

Lowes

Maybe a bubble tea shop.

Maybe office depot?

McDonald's or something of that nature.

McDonald's or Wendy’s.

McDonalds/Wendy's/fast food.

Mediterranean restaurant

More Mediterranean and Asian food specially kebab.

More affordable restaurants like waffle house is preferred.

More food options.

More food options please!!! Like a Panera. Preferably something healthy (no more fast food).

More low cost food options.

Music/Record store!

N/A

N/A

None

Not Applicable - Online Student

Now that the OfficeMax/Depot has closed, it would be helpful to have an expanded office-supply section at the Barnes & Noble with more options. It seems like there's space available on the second floor.

Office depot

Office Depot Home Depot

Olive Garden

Optometrist/eye center.

Panera Bread



Panera Bread

Pharmacy style store (Walgreen’s, CVS).

Please bring '7 Eleven'.

Probably a McDonalds or something. The only place to be "properly" fed for 2 dollars on campus is taco bell. For those who need carbs quick and haven't got the money to worry about nutrition, more options would be nice.

Publix

RadioShack or equivalen.t

Shopping anthropology for retail therapy.

Smoothie king, art supply store.

Smoothie King/Planet Smoothie/any smoothie place.

Smoothie place or vegetarian place.

Some ATM services, like BOA/Wells Fargo/etc.

Some kind of healthier food - a salad restaurant or a place where you can pick up quick lunch food (similar to CIAO in airports).

Some place more active where students get to hangout and interact.

Some place that sells more electronics accessories, similar to Best Buy, i.e. cables, adapters, etc.

Something like a 7-11 and a Panera would be a good addition.

Something other than MAC, Android selection is sparse.

Something with healthier food (more than just salads). Barrelhouse and tin drum are both too greasy. A chipotle would be awesome!

Somewhere to get fresh fruit and veggies.

Sweet Hut

Target

Technology retailers (computer, laptop, printers, etc.), office supplies.

Thrift shop

Tim Hortons

You don't know how happy I would be if there was a Zaxby's in Tech Square!

Zaxbys

Zaxby's

Zaxbys or Chick-fil-A

Zaxbys!!

Zaxby's, Chipotle, larger Walmart

Zoë’s Kitchen, Panera, or some type of sandwich and salad place that offers healthy options and an additional study area.



3. We would appreciate any comments you might have regarding your experiences with any of these campus retailers or restaurants.


Mixed or Impartial

For the most part, I'm satisfied with the Tech Square retailers. With the understanding that age restrictions are a problem, it would be nice to have an option for buying a beer at some of the more casual restaurants without having to do table service.

GameStop is pretty useless in today's age. I think everybody wants to be able to use buzz funds across the street too at Moe's, the bubble tea place, Yogli Mogli, Gyro King, etc.

Get them all to accept Dining Dollars.

Good food options. Price of some places could be lower. We are students.

Have retailers open during more student friend hours. For example we keep later hours than the general population and it would be nice if places were open later.

I need to be able to eat lunch for $5 for it to be in my budget.

I think everything a student needs is there, and it's also one of the nicest parts of campus visually. Maybe more areas for seating would be nice.

I wish Moe's had a better way to regulate their lines. The setup doesn't seem time efficient.

I would appreciate more BuzzCard-accepting locations.

I would like more variety of technology retailers since Office Depot closed on Spring Street.

I would like to see more affordable restaurants.

I would love if Moe's accepted buzz funds!

I would prefer pretty much anything else over Tin Drum.

I would want the integration of buzzfunds / dining dollars to more of the Technology Square retailers.

If BuzzCard payments especially dining dollars is accepted, it will be awesome as we would not have to pay tax.

It would be great if the Walmart On-Campus were a lot bigger. I prefer Walmart over Publix and it would be better if I could get all my shopping done in one place rather than hopping between the two.

It would be really helpful if they provided more information about catering on their websites. Tin Drum has an option but there are no prices and when I tried to call to ask, their phone was busy for an hour.

Love the variety of retailers; I do wish there were more "useful" retailers instead of predominantly food.

Make better seating arrangements.

Maybe a healthier restaurant could be brought in. Perhaps a salad and soup place.

More cheap food options. Tin Drum and Ray's (and others) are delicious but expensive. I want restaurants I can go to every day (or at least often, for convenience) on a college budget.

More places that can use Buzzfunds.

More shopping less food.

Needs to be in the student price range. I know Barrelhouse made adjustments to fit the price range, but it would help if they initially came in with that.



Once, I wanted some dinner (post 9.00 PM) and all the food places at Tech square were closed and Walmart did not have anything simple like fruit/bread. I am vegetarian and I don't have a car.

The price could be lower.

They are all concentrated in one place - would be good if there was some Walmart-kind store in the other end of campus.

Walmart can probably have more healthy food products.

Walmart is small, doesn't always have everything stocked. (But I'm very glad it's there!) It would be great if they could take dining dollars.

Walmart should accept BuzzCard.

Why doesn't Moe's accept BuzzCard?

Negative

Barnes and nobles is too expensive. Great Clips staff is not very kind and polite.

Barrelhouse needs to have taps. I figured it would be a "beer-lover's" place, but the beers there were expensive and few.

Chuck's never seems busy and Ray's is gross. People just go there b/c its cheap pizza and beer.

Great clips is terrible. Please replace it with another retailer.

Great Clips literally cut my ear. I still paid but it was like how are you qualified to cut hair and the employee was just going really fast and did not even care.

I think that the quality of Tech Square retailers is incredibly poor compared to counterpart chains just off campus.

It is difficult to access Tech Square due to parking.

Less dark grimy places. Like college students don' have discriminating taste. It’s insulting the conditions of some of the places. Also a waitress at Ray's Pizza staggered her way to our table and really told us her name 5 times. I have met functioning alcoholics and she is one. Between that and the cold pizza it was bad.

Not happy

Overpriced

The Great Clips staff is just not up to par with other locations. Just not worth the $ saved, even for a poor college student like myself.

The Tin Drums outlet at Tech Square does not meet the standards of the other Tin Drums in Atlanta. The food quantity and quality is inferior.

The Walmart is always out of things and the shelves are never full.

They are very pricey. It is hard for graduate students to afford lunch very frequently on TS. Additionally, prices have noticeably risen in the past 2 years.

Waffle House screws up orders frequently, but I expect that with Waffle House. Great Clips is about 5-10 dollars over priced from other locations. Feel monopolies.

Positive

Barnes & Noble is very good.

Conference center hotel, parking, and necessary services are very convenient for me every weekend.

Freebirds is amazing and needs to come to Tech.

Good for the most part, suits most of my needs.

Good work by them.

I go by restaurants in Tech square, sometimes and I felt their services are good.



I think overall Tech Square retailers provide a good experience.

It’s the bees knees.

Overall nice place.

Overall very good!

Overall, pretty good.

Pretty great selection.

Pretty wide range of needed services.

Selection is good.

Tin drum service is great

Walmart on-campus is very helpful!

Barnes & Noble is very good.

Conference center hotel, parking, and necessary services are very convenient for me every weekend.

Freebirds is amazing and needs to come to Tech.

Good for the most part, suits most of my needs

Good work by them.

I go by restaurants in Tech square, sometimes and I felt their services are good.

I think overall Tech Square retailers provide a good experience.

It’s the bees knees.

Overall nice place.

Overall very good!

Overall, pretty good.

Pretty great selection.

Pretty wide range of needed services.

Selection is good.

Tin drum service is great.



APPENDIX G: BARNES & NOBLE @ GEORGIA TECH BOOKSTORE

1. If you have visited the Bookstore within the past 12 months, please rate your satisfaction with the following aspects of your experiences:

1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied




Not Applicable

Average Total



Speed of checkout lines 0% (0) 4% (13) 7% (25) 27% (95) 42% (146) 20% (70) 4.3 349

Availability of new textbooks 2% (6) 3% (11) 10% (36) 20% (68) 24% (82) 42% (145) 4.0 348

Availability of used textbooks 4% (14) 12% (42) 12% (42) 19% (65) 11% (38) 42% (147) 3.4 348

Availability of electronic textbooks 2% (7) 5% (17) 13% (45) 14% (50) 13% (44) 53% (182) 3.7 345

Competitiveness of pricing 21% (73) 25% (87) 17% (58) 11% (40) 5% (17) 21% (74) 2.4 349


Overall satisfaction with the Bookstore 2% (6) 4% (12) 19% (65) 39% (135) 19% (64) 18% (60) 3.8 342



2. Where did you purchase most of your textbooks this semester?


Barnes & Noble @ Georgia Tech 49 13.6%

Engineer's Bookstore 18 5.0%

Online 195 54.0%

N/A (don't shop for textbooks) 90 24.9%

Other - please specify 9 2.5%


Amazon

DORKS Books

Exactly half online, and half at Barnes & Noble @ GT

From other students

I borrowed books from friends that had previously taken my courses.

Pirate Bay



3. How familiar are you with the digital textbook reader/application Yuzu by Barnes & Noble?


Very familiar – I use it all the time 1 0.3%

Somewhat familiar – I have tried NOOKstudy, and have purchased a few e-textbooks

13 3.6%

A little familiar – I have heard of NOOKstudy 18 5.0%


4. How well do you feel the Technology Store within Barnes & Noble provides for your technology needs?


Very well – I can always find what I need 37 11.0%

Adequately – I can usually find what I need 224 66.7%

Poorly – they rarely have what I'm looking for 75 22.3%

5. Do you know about our in-store repair service for most brands of computers?


Yes, I have used it 22 6.1%

Yes, but I've never used it 135 37.6%

No 202 56.3%



6. Which of the following items have you purchased from the Bookstore online through shopgatech.com? (Check all that apply.)


Textbooks 49 12.5%

Apparel or gift items 43 11.0%

School Supplies 36 9.2%

Computers 20 5.1%

I have never purchased anything from shopgatech.com 239 61.0%



None

None



7. We would appreciate any additional comments you have regarding your experiences with Barnes & Noble @ Georgia Tech.


Mixed / Impartial

As mentioned previously, there could be an opportunity for Barnes & Noble to expand its office and technology inventory now that Office Depot has closed.

Available for purchase Windows 8 machines aren't as aesthetically pleasing. Offer surface pro at discounted school price.

I had to wait in line every time I purchased something on first floor of Barnes and Noble. If there are more people at the cash register, it would be useful.

I try to avoid buying textbooks at B&N. The prices are too high compared to Amazon or other online retailers.

I usually find books cheaper online, i only buy from Barnes in an emergency.

I would like to see more variety of apparel and gift items.

MORE USED BOOKS.

Nice to have tech stuff there.

Pricing is really not competitive... for text books or notebooks/school supplies.

Shirts and school supplies are a little pricey and not very affordable. I like the apparel, but my wallet does not like it so much.

Some really nice GT gear, but maybe have a 10% student discount.

Textbook sales are a racket and Georgia Tech should be a leader in changing this business model. If Linear algebra hasn't changed in 100 years, then the text book shouldn't change every year so that old versions can't be used. It would show students that the university is looking out for them if there was a move against this reversion of textbooks in a meaningful way. Instead partnering with a company like Barnes and noble and forcing value add services on students shows a regard for profits over student wellbeing that is disturbing.

The clothes section in Barnes & Nobles is a little pricey. It should be subsidized further since it’s for students.

There should be an apple support desk closer by. I know that there is a computer support but when you buy a Mac and pay for the apple care, you do not want to pay another person to look at your computer when an apple store will do it for free.

Your services definitely need promotions to let students know.

Negative

Barnes and Noble is OVERPRICED.

It could be little cheaper.

It is a terribly expensive store - I do not buy anything here unless it is an urgent need.

Prices are substantially higher than online. While I realize there is a difference in overhead between a storefront and an online retailer, there should be less of a margin on pricing. In some case, I can save 50% in comparison. Consequently, I rarely use the B&N bookstore as I don't have money to burn.

Prices are too high. Of course.

Store is Apple Centric and I have android devices. I hate Yuzu! I don't need another reading application that only works for specific formats. Give me Kindle or Nook, but not another unique reading app unless I can port all my books (kindle, nook, pdf, etc.) to it.

The Yuzu app for PC is not easy to navigate through and it’s annoying to move through pages.

Too expensive



Too expensive in general.

WHY IS EVERYTHING SO EXPENSIVE? YOU KNOW WE'RE ALL POOR.

Your textbook prices are ridiculous. I do not have the funds to pay $100 for an ONLINE textbook or $300+ for a normal textbook.

Yuzu has been heavily criticized as being the worst ebook application on its site Customer support representatives have replied to most if not all of those criticisms with a message equivalent to "it is being looked into for a future update" As it is, Yuzu does not contain sufficient features that is worth paying for The pages are converted into PNG files that need to be downloaded to your machine one-by-one, which is slow even on a powerful desktop computer connected to the GT ethernet (which just shows how poorly designed the system is, despite the customer support response of "your Internet is too slow") To put it short, some GHz order processing and Gigabit ethernet can't turn a page faster than a human hand Another critical flaw is the fact that search is not available Even if the book were 10 pages or so long, finding the exact word you want is a tedious process When it comes to textbooks, good luck finding the word or phrase in thousands of pages This lack of search and the slow page turn combined yields an absurdly poor experience Textbooks and manuals are unlike novels in that there is no universal order If the only direction is forward, pre-loading the next page into the memory can remedy this, but with a textbook, people are looking to find equations, definitions, and explanations With Yuzu, unfortunately, too much of the time is spent on loading the page just to find out that what you want is not located on that page The only real perk of an ebook is basically missing; and if anything, in a physical book, one can see two pages at a time instead of just one the notes feature is annoying; there probably are people who merit from this, but there are also many who do not it might be best to make it a configurable feature with those lacking features in mind, we are told to pay a fee that is not necessarily in the "cheap" category sure, it's cheaper than renting a physical textbook, and the amount of upkeep required on either end is lower, but the cost performance isn't even comparable in its current state if a service is going to charge money, people expect it to be something that is the least bit worthwhile; Yuzu just isn't making the bare minimum threshold if further development occurred at any point in this semester, I probably wouldn't have been dissatisfied to this degree, but so far, I've seen no progress and only seemingly empty promises (to the point where I'm wondering how premature this release was).

Positive

Good selection of new/used books, prices are pretty good.

Good store.

I like the bookstore. I get all my lab parts from there and I got my calculator from there and it was always good service and not unpleasant so kudos to them.

Nice store. I recommend it to others.



APPENDIX H: DINING SERVICES

1. Select the one Dining Services retail operation that you frequent most often.

Count %

Ferst Place (Third Floor, Student Center) 4 1.1%

Starbucks (Clough Commons) 49 13.4%

Student Center Commons (Chick-fil-A, Taco Bell, Subway) 152 41.5%

Student Center Food Court (Second Floor) 75 20.5%

Highland Bakery 16 4.4%

None of the above 70 19.1%

2. Please rate your satisfaction with the following characteristics of Ferst Place (Third floor of the student center):

Item 1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total

Food quality 0% (0) 25% (1) 25% (1) 25% (1) 25% (1) 0% (0) 3.5 4

Variety of items offered 0% (0) 25% (1) 0% (0) 50% (2) 0% (0) 25% (1) 3.3 4

Healthy choices available 0% (0) 25% (1) 0% (0) 0% (0) 50% (2) 25% (1) 4.0 4

Visibility of management staff 0% (0) 50% (2) 0% (0) 0% (0) 25% (1) 25% (1) 3.0 4

Overall satisfaction with Ferst Place 0% (0) 33% (1) 33% (1) 33% (1) 0% (0) 0% (0) 3.0 3

2b. Satisfaction Ratings for Ferst Place across classification

Item Freshman Sophomore Junior Senior Graduate Student

Average

Food quality N/A N/A N/A N/A 3.5 3.5

Variety of items offered N/A N/A N/A N/A 3.3 3.3

Healthy choices available N/A N/A N/A N/A 4.0 4.0

Visibility of management staff N/A N/A N/A N/A 3.0 3.0

Overall satisfaction with Ferst Place N/A N/A N/A N/A 3.0 3.0



3. Please rate your satisfaction with the following characteristics of Starbucks (Clough Commons):

Item 1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total

Food quality 0% (0) 4% (2) 12% (6) 24% (12) 47% (23) 14% (6) 4.3 49




Overall satisfaction with Starbucks 2% (1) 2% (1) 6% (3) 38% (18) 47% (22) 4% (2) 4.3 47

3b. Satisfaction Ratings for Starbucks across classification


Average

Food quality 4.5 4.6 4.0 4.3 4.2 4.3

Variety of items offered 4.2 4.8 4.3 4.5 4.1 4.3

Healthy choices available 3.9 3.3 4.0 3.8 4.1 3.9

Visibility of management staff 4.1 4.7 3.8 3.8 4.0 4.0

Overall satisfaction with Ferst Place 4.3 4.8 4.0 4.2 4.3 4.3

4. Please rate your satisfaction with the following characteristics of Student Center Commons (Chick-fil-A, Taco Bell, Subway, Panda Express):

Item 1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total

Food quality 0% (0) 2% (3) 7% (11) 49% (74) 40% (61) 1% (2) 4.3 151




Overall satisfaction with Student Center Commons 1% (1) 3% (5) 19% (28) 47% (69) 28% (41) 1% (2) 4.0 146



4b. Satisfaction Rating for Student Center Commons across classification


Average

Food quality 4.4 4.4 4.3 4.4 4.2 4.3




Overall satisfaction with Ferst Place 4.3 4.3 4.2 3.9 3.9 4.0

5. Please rate your satisfaction with the following characteristics of Student Center Food Court (Second Floor):

Item 1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total

Food quality 0% (0) 0% (0) 8% (6) 51% (38) 41% (30) 0% (0) 4.3 74




Overall satisfaction with Student Center Food Court

0% (0) 3% (2) 6% (4) 55% (39) 37% (26) 0% (0) 4.3 71

6. Please rate your satisfaction with the following characteristics of Highland Bakery:

Item 1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total

Food quality 0% (0) 0% (0) 6% (1) 6% (1) 88% (14) 0% (0) 4.8 16




Overall satisfaction with Highland Bakery

0% (0) 0% (0) 0% (0) 31% (5) 69% (11) 0% (0) 4.7 16



7. Select the one Dining Services community restaurant that you frequent most often.

Count %

Brittain 15 4.1%

North Avenue 36 9.9%

Woodruff 30 8.3%


8. Please rate your satisfaction with the following characteristics of Brittain Dining:

1 – Very Dissatisfied

2 – Somewhat

Dissatisfied




Not Applicable

Average Total

Holiday and special meals 0% (0) 9% (3) 23% (8) 23% (8) 17% (6) 29% (10) 4.0 35


Food quality 3% (1) 19% (7) 31% (11) 28% (10) 19% (7) 0% (0) 3.6 36




Overall satisfaction with Brittain Dining 0% (0) 6% (2) 31% (11) 46% (16) 17% (6) 0% (0) 4.0 35

8b. Satisfaction Ratings Across classification with the following characteristics of Brittain Dining:

Freshman Sophomore Junior Senior

Graduate Student

Overall

Holiday and special meals 4.3 3.00 N/A 3.00 N/A 4.00

Maintenance and upkeep of facilities 4.09 5.00 N/A 4.00 N/A 4.14

Food quality 3.73 5.00 N/A 2.00 N/A 3.57

Variety of items offered 3.09 5.00 N/A 3.67 N/A 3.33

Healthy choices available 3.09 5.00 N/A 3.50 N/A 3.29

Visibility of management staff 4.09 5.00 N/A 3.00 N/A 4.00

Overall satisfaction with Brittain Dining 3.91 5.00 N/A 4.00 N/A 4.00

* N/A designates no responses from that demographic



9. Please rate your satisfaction with the following characteristics of Woodruff Dining:


2 - Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total



Food quality 21% (9) 25% (11) 11% (5) 27% (12) 11% (5) 5% (2) 2.6 44




Overall satisfaction with Woodruff Dining 14% (6) 21% (9) 21% (9) 23% (10) 16% (7) 5% (2) 3.0 43

9b. Satisfaction Ratings Across classification with the following characteristics of Woodruff Dining:


Graduate Student

Overall

Holiday and special meals 3.57 3.75 2.80 3.00 4.00 3.39

Maintenance and upkeep of facilities 3.13 3.50 2.80 3.00 4.00 3.17

Food quality 2.60 2.75 2.20 2.75 3.50 2.63




Overall satisfaction with Woodruff Dining 3.00 3.00 2.60 3.25 4.00 3.03



10. Please rate your satisfaction with the following characteristics of North Ave Dining:


2 - Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total



Food quality 19% (13) 9% (6) 16% (11) 36% (25) 17% (12) 3% (2) 3.4 69




Overall satisfaction with North Ave Dining 15% (10) 6% (4) 18% (12) 37% (25) 22% (15) 3% (2) 3.7 68

10b. Satisfaction Ratings Across classification with the following characteristics of North Ave Dining:


Graduate Student

Overall

Holiday and special meals 2.67 3.50 5.00 5.00 3.92 3.68

Maintenance and upkeep of facilities 4.13 4.25 5.00 4.00 4.07 4.17

Food quality 2.63 3.00 4.67 3.00 3.81 3.42




Overall satisfaction with North Ave Dining 3.38 3.75 4.67 3.20 3.93 3.74



11. We would appreciate any suggestions or comments you have regarding Dining Services.


Mixed / Impartial

Chipotle. That is all.

Dining service needs to provide healthy choices for students within reasonable amount of money.

Food should include nutrition information.

Get more sandwiches maybe Panera bread.

I wish there were more options for dining dollars & other BuzzCard food payment options. I would have ate more on campus, especially the various dining halls if I would have had a dining plan that had a more affordable payment option. And if you don't have a dining plan, it isn't that affordable.

If possible, Dining services on campus should be working on weekends also.

Is it too late to say that I miss the Great Wraps in the Food Court?

It would be helpful if a vegetarian only restaurant is started at student center.

It's fine, but tech square options are more important for people who work at TSRB.

Lower prices a bit.

More affordable prices are needed.

Healthier and cheaper options for the students will be highly appreciated.

More healthy options besides salad.

More information on how to get meals for students who can't afford a meal plan.

More options at every dining hall for people with allergies. For example 1 person allergic to gluten, lactose and egg.

Never enough ice in the tea at CFA. The manager is friendly, though. My drink is normally too warm.

North Ave quality of food has decreased.

Please add more vegetarian protein options!

Please have a Nepali/Indian restaurant in the west side of campus.

Please add more restaurants which serve halal food. Currently only Indian spice cafe provides it.

Serve Chinese food and cuisine in the dining halls or open another Chinese restaurant in the student center or food court. The only Chinese restaurant Panda Express is the most popular of all the dining places but is also too crowded and require a lot of time to wait in line.

Should have a health bar with lots of fruits, vegetables, and grains.

Some of the workers at the Student Center Commons food vendors (e.g., Taco bell, Subway, etc.) don't always act friendly/courteous.

Taco Bell has the slowest employees on earth. Subway employees are the FASTEST, it's incredible. Panda Express was the right choice.

Taco Bell really has a pretty slow service and worse customer service than Chick-fil-A. I only eat there occasionally since it's cheap and has vegetarian meals.

The atmosphere - the lighting, decor and availability of seats add to the comfort at the Bakery. Not being hustled out of a seat is wonderful. The coffee- Batdorf & Bronson is excellent. I think the quality of the food items on the menu could be better. Some are heavy tasteless and the portions too large.



The lines in Student Center can get crazy at times Woody’s dish rack always smells terrible I’d like them to have an open pasta station like North Ave

Very high levels of sodium in sandwiches.

Negative

Employees for just about every food place in the student center are always grumpy. I don't understand how they keep a job being so mean to customers every single day and that's coming from someone who worked in a restaurant and I always had to be nice to the customer or I'd get fired.

I cannot get a wholesome meal (carb + veggies + fruit) of a small quantity and at a good price. For example, if I buy a 1/2 quantity pancake at Highland bakery, I am full and I have had only carb - no veggies and no fruit. If I buy additional salad, it is too much quantity and also too expensive.

I experienced a single bout of food contamination from possibly the preparation of some chicken and seafood recently on a grill top. It has not recurred and I still eat there, but it was most inconvenient.

In a society where working out and eating healthy is emphasized it seems that Georgia Tech has not paid attention and does not care if their students become unhealthy and obese. The salad, vegetables, and fruits are a joke. The salad is always wilted and warm, the vegetables are practically nonexistent and on the rare occasion that they are offered they are always drenched in unhealthy sauces, and the fruit is bruised and there are only apples and bananas.

In regard to closing times. The natural thought is that you can no longer enter the establishment after closing time, but you can expect to still have service if you walk in before they close. On several occasions, North Ave. dining hall has completely shut down except for cereal half an hour before closing. I also witnessed a student be charged full price, even though there were really no options for them since everything was shut down. I understand that the staff doesn't want to be there all night, but either the hours of operation should be adjusted to close when food is being removed, or all options remain available up until the posted closing time.

Meal plans are overpriced for the quality of food received in the dining halls.

Most all the vegetables are greasy/friend/covered in cheese which as a health conscious person I do not like. Also when you go to the deli sandwich bar and ask just for some turkey they tell you they aren't allowed to do that, so I have to ask for plain bread (which i then throw away) with turkey on it. That's wasteful and frustrating. Trying to eat a more healthy diet shouldn't be punished.

Most of them are so bad that it’s not worth any person's time going there. Most people only go there because it’s not possible to cook every day.

Offer incentive, some of the staff are extremely rude to students and need to be fired...

People at Dunkin Donuts are rude and unhelpful sometimes.

Staff at the dining hall can be rude and demanding.

Staff should not talking to their colleagues while checking out for students. Shoe ignorance sometimes.

The food at cafe spice does not taste very good... Also, the menu at most of the services are same... A changing menu would be more interesting!

The food is too expensive. I'm not able to purchase a meal plan because of my cycle of pay, but there should be cost effective options for me as well.

The staff at Woody’s are rude and there are no healthy fats at breakfast like nuts and seeds.

There is not much variety, and healthy options. Also, the price is rather higher.

Variety of food is not good. Substantially and blatantly worse than Britain and NA in quality. Some Employees are unenthusiastic and borderline rude. There is no urgency to the service. Woodruff dining hall is a deal breaker when people ask me if they should live east or west.

WAY too expensive

Positive

Delicious and always very friendly.

Dining Services is awesome! The options are incredibly, the food is decent and the people are very friendly and courteous. I also really like the food trucks



Good overall.

Good work.

Love Chick-fil-A and Dunkin. Taco Bell is pretty good too!

They're doing a good job!



APPENDIX I: BUZZCARD CENTER

1. Do you currently have a BuzzCard?


Yes 370 95.6%

No 17 4.4%

1b. Percentage of BuzzCard holders across classification

Item Freshman Sophomore Junior Senior Graduate Student Overall

Yes 93.9% 100.0% 97.0% 100.0% 93.7% 95.6%

No 6.1% 0.0% 3.0% 0.0% 6.3% 4.4%



2. Please rate your satisfaction with the following items:

Item 1 – Very

Dissatisfied

2 – Somewhat

Dissatisfied




Not Applicable

Average Total



Number of locations that accept the BuzzCard 1% (4) 7% (27) 11% (42) 27% (103) 34% (131) 21% (81) 4.1 388

Office hours for the BuzzCard Center 4% (15) 6% (24) 11% (42) 21% (80) 22% (84) 37% (142) 3.8 387

Convenience of making BuzzCard deposits 2% (6) 6% (24) 9% (36) 17% (68) 37% (145) 28% (110) 4.2 389

Convenience of the Value Transfer Stations 1% (3) 5% (19) 12% (47) 14% (53) 21% (79) 48% (182) 3.9 383


Overall satisfaction with the BuzzCard program 1% (3) 4% (14) 10% (39) 33% (127) 41% (155) 11% (43) 4.2 381

2b. Satisfaction Ratings across classifications

Item Freshman Sophomore Junior Senior Graduate Students

Overall

Level of customer service you received 4.10 4.41 4.26 3.73 4.36 4.22

Time to resolve an issue 4.17 4.13 4.17 3.76 4.27 4.15

Number of locations that accept the BuzzCard 4.15 4.08 4.34 4.00 4.03 4.07

Office hours for the BuzzCard Center 3.65 3.95 3.75 3.60 3.85 3.79

Convenience of making BuzzCard deposits 4.32 4.14 4.03 3.98 4.22 4.15

Convenience of the Value Transfer Stations 3.83 3.94 3.91 3.73 4.02 3.93

Usefulness of the website 4.07 4.28 3.73 3.89 4.08 4.02

Overall satisfaction with the BuzzCard program 4.28 4.48 4.00 4.14 4.26 4.23



3. What is your preferred method to contact the BuzzCard Center with questions and/or issues? (Check all that apply)

Count %

Phone 116 26.8%

Email 233 53.8%

Social Media 15 3.2%

Walk-In 176 40.7%

Other 15 3.5%

3b. Preferred method of contact across classifications

Freshman Sophomore Junior Senior Graduate Students Overall

Phone 25.9% 34.4% 30.2% 24.7% 43.6% 26.8%

Email 57.4% 43.8% 48.8% 44.2% 58.6% 53.8%

Social Media 9.3% 0.0% 2.3% 3.9% 2.2% 3.2%

Walk-In 42.6% 50.0% 34.9% 48.1% 37.4% 40.7%

Other 1.9% 3.1% 2.3% 1.3% 1.8% 1.9%



4. If you visit the BuzzCard Center, what is usually the reason for the visit?

Count %

Door access issues 20 5.6%

Meal plan / dining questions 11 3.1%

Passport photo 8 2.3%

Purchase a MARTA pass 23 6.5%

To obtain a replacement BuzzCard 88 24.8%

To obtain initial BuzzCard 187 52.7%

Other 51 10.9%

4b. across classification

Freshman Sophomore Junior Senior Graduate Overall

Door access issues 9.8% 3.8% 3.2% 7.2% 4.8% 5.6%

Meal plan / dining questions 7.3% 3.8% 9.7% 1.4% 1.6% 3.1%

Passport photo 0.0% 0.0% 12.9% 4.3% 0.5% 2.3%

Purchase a MARTA pass 0.05 15.4% 6.5% 5.8% 6.9% 6.5%

To obtain a replacement BuzzCard 14.6% 23.1% 32.3% 46.4% 18.1% 24.8%

To obtain initial BuzzCard 65.9% 50.0% 35.5% 27.5% 62.2% 52.7%

Other 2.4% 3.8% 0.0% 7.2% 5.9% 10.9%

4b. Responses to “Other – please specify”


Don't know

I don't

Never had any

Not applicable

Not Applicable - Online Student

Online chat

Website



5. How likely would you be to use a mobile app to make deposits to your BuzzCard account and check your balance?

Count %

Very Likely 174 45.1 %

Somewhat Likely 107 27.7%

Not Likely 105 27.2%

5b. Responses across classifications

Freshman

Sophomore Junior Senior Graduate Student

Overall

Very Likely 62.5% 44.4% 60.6% 38.9% 40.8% 45.1 %

Somewhat Likely 31.3% 25.9% 24.2% 29.2% 27.2% 27.7%

Not Likely 6.3% 29.6% 15.2% 31.9% 32.0% 27.2%



6. What other services or venues would you like to see the BuzzCard used?


A grocery store.

All of tech square.

All of Tech Square (not just the north side).

All retailers in tech square.

All tech square services. All events on campus.

All the restaurants in Tech Square.

All venues in tech square and close to campus (papa johns).

Allow you to have a credit card on file with the BuzzCard that doesn't require a deposit, but simply charges directly to the CC on file.

Around Atlanta off campus.

As a MARTA card would be cool.

Atlanta attractions such as the Aquarium, world of coke, High etc.

BuzzCard should be accepted on Tech Square markets.

Cheesecake Factory

Cookout

Delivery services including pizza, Chinese, etc.

Deposits should be available in every residence.

Dining the restaurant like Lucky Buddha near campus.

Discounts at stores.

Everything.

Everywhere in Tech Square.

Have BuzzCard loading stations in laundry rooms on campus housing.

I’m satisfied.

I think it is s good program. I think the card readers could use some help.

I went to the BuzzCard office and I was told that they did not provide passport-sized photos, so I had to go to CVS. Is this an option?

I wish BuzzCard (especially Dining) can be used in the Highland bakery location in College of Architecture as well as in College of Computing. If BuzzCard can be used in more retail locations, like in Tech Square that would be great.

I would like the Graduate Housing - Tenth & Home apartments to have BuzzCard access installed.

I would like to see Moe’s and Walmart take buzzard.

If Buzz card could be used in Marta, it would be great.



If buzzport come under BuzzCard office, then if they send reminders for changing password will be great.

If the App is developed, I would like to link it with a bank account so that transfer of funds will be easier. It could function like PayPal or Venmo so that more people could transfer money more easily.

I'm not actually sure what it can do now, so I really don't know...

It would be great if the dining dollar meal plan can be used at tech square.

It would be nice if all of the Tech Square vendors took the card.

It would be nice if BuzzCard can be used for MARTA.

It would be nice if Farmers Markets take BuzzCard/Dining Dollars. Also Transfer Dining Dollars.

It would be really nice to be able to use BuzzCard at the Walmart on campus.

I've already mentioned these in my previous responses. In addition, It would be nice to have it accepted at the little strip at the intersection of Hemphill and 10th (Firehouse, Pizza Hut, Sublime, and Lucky Buddha).

Make replacement BuzzCard cheaper. 30$ is steep.

Mobile app is genius!

Mobile app to make deposits. Online deposits.

Mobile app.

Moe's

Moe’s!!

Moe's, if it doesn't already

Moe’s, Yogli Mogli.

MOES.

More building access, especially graduate residences.

More BuzzCard vending machines.

More loading stations.

More restaurants and retail areas near Tech Square.

More restaurants off of West Campus (Wingnuts, Amelie’s, etc.)

More services in tech square accepting BuzzCard.

More shops near campus but not necessarily on campus.

More vending machines.

Most of the time i try using buzzfunds is at the vending machines in the CULC. However the healthy vending machines are usually broken.

Movie rewards.

N/A

N/A



No

No more keys required, only BuzzCard for housing access.

None

None.

Not Applicable - Online Student.

Papa Johns

Papa John's

Pay vending machines with dinning dollars.

Please take away the $10 and $20 deposit limits.

Publix, Walmart, Firehouse Subs

Publix/Moe’s/Wal-Mart

Publix?

Restaurants and Retail on the North side of 5th street in Tech Square.

Restaurants at Tech Square.

Sublime Donuts, Jimmy Johns, or other neighboring restaurants/coffee shops.

Tech Square. Also, not all of the vending machines accept buzz card which is frustrating.

The card should provide discounts for stores outside of Tech's campus.

The Cheetah

The minimum balance to put on the BuzzCard ($20) is too high. $10 is more reasonable.

The new Starbucks on Spring Street.

The rest of the food restaurants at Tech Square.

To be used at all restaurants inside tech. More convenience regarding BuzzCard credit transfer station.

Uncertain

Use of the BuzzCard as the function of the MARTA Breeze Card.

Vending machines in the department like Civil (Mason Bldg.) and sustainability accept only cash. It would be really comfortable if they could be made to accept buzzards like the ones in library.

Walmart

Walmart in Tech Square.

Walmart on campus.

WALMART! (Or another convenience store - i.e. Walgreens on campus, etc.).



7. We would appreciate any additional comments you have regarding the BuzzCard program.


Mixed or Impartial

A few cafes within campus have 'temporary' signs that say BuzzCard is down, but there is no effort to restore service even after weeks and months. It would be nice to see that BuzzCard acceptance is enforced at all locations.

After freshman year, I avoided putting money on my BuzzCard. Putting funds on it seemed wasteful. Maybe larger discounts when using BuzzCard would have encouraged me to load more money on it.

As a graduate student I only use BuzzCard funds for parking, so I can't say much for everything else.

Convenient, most of the time.

Could BuzzCard center open on Saturday for a couple of hours? Because I'd like to apply a BuzzCard for my husband. But he is only available on weekend.

Free replacement BuzzCard for one wearing out.

I don't really know that Buzz Card Center can help so many things. I think more information should be introduced to the students.

I would like to be able to get a BuzzCard out of state somehow. Either through some of the satellite offices or some other means.

It usually works very well. Occasionally the vending machines in Architecture shut down to BuzzCard purchases, even when I have a balance.

Less than a $20 online deposit.

More credit transfer stations.

Need to have office closer to central campus; Was better back then and more people go to BuzzCard center than Kaplan.

Off-campus grad students are unable to get a BuzzCard without travelling to Atlanta.

Online students (e.g., OMS CS) should be able to obtain a BuzzCard without needing to visit campus in person.

Several times during the past few months, when I've needed to make a deposit, the website has been down. Also, it would be more convenient if the minimum deposit was not $20.

The buzzard center in barns and noble needs to be open later.

To get a BuzzCard for my wife required her to come to the center which is exclusively open during her work hours.

To have longer hours/later hours so that if I next fly into Atlanta, I might be able to make it to the office in time to get a card. Or perhaps, instead of longer hours, simply having a special shorter hour shift on the weekends when people are more able to make it in.

Negative

"I think the minimum deposit from debit/credit cards being 20 dollars is ridiculous." -Student who was stuck in the library all night and needed a honeybun to shut his stomach up.

Buzz Card for spouses is very expensive. Why cannot it be made for free or for $5 - $10?

I hate that$20 is the smallest deposit you can make. Please change it to $10.

I wish they hadn't moved the BuzzCard officer to Tech Square. It's far out of the way now.



I would like to see the minimum deposit amount lowered to at least $10 (lower would be preferable). It can be very inconvenient when that amount of money is "stuck" on my BuzzCard when all I need is a smaller amount of money for printing etc. As a graduate student I have other responsibilities that require monetary attention; obviously fluidity of my finances is important.

Minimum deposit of $20 is inconvenient.

The dining dollars program, as it is now, is not very convenient.

The procedure to get me to the library if you forget your BuzzCard is ridiculous. You should just be able to give them a GTID.

Positive

Good work.

It works well.

Overall very good.

The addition of food truck acceptance was a great improvement.

AUXILIARY SERVICES 2015 CUSTOMER SATISFACTION SURVEY – APPENDIX (EMPLOYEE RESPONSES)


APPENDICES DETAILED EMPLOYEE RESPONSES TO 2015 SURVEY



APPENDIX J: EMPLOYEE DEMOGRAPHICS

1. Are you: (Required question)

Type Count Percent %

Faculty 200 18.9%

Staff 423 40%

311

303

6 3

Employee Responses by Gender

Male Female Prefer not to respond blank



APPENDIX K: PARKING AND TRANSPORTATION SERVICES

PARKING

1. Please indicate the types of interactions, if any, you have had with the Parking Office within the past 12 months (choose all that apply):


Phone 211 33.8%

Email 237 38%

In-person at the Parking & Transportation Office 294 47%

Facebook 7 1.1%

Twitter 5 0.8%

Website – pts.gatech.edu 208 33.3%

Website – driverseat.gatech.edu 143 22.9%



At the entrance points

Just annual parking choice

Walk in

In person with officers

None

Battery assistance

None, I park off campus

None

None

Presentation

None

None

None



No interactions

In person- on campus

N/A

NA

N/A

They gave me tickets

Alex tabling

None

None

None used

None



2. If you have had interactions with the Parking and Transportation Office for parking related business within the past 12 months, please rate your

satisfaction with the following characteristics of your experiences:

Item 1 – Very

Dissatisfied

2 – Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total



Online parking appeals process 7% (38) 5% (26) 7% (36) 10% (52) 10% (54) 60% (310) 3.28 516

Payment process for citations 3% (13) 3% (18) 8% (44) 10% (50) 13% (68) 63% (326) 3.74 519

Overall satisfaction of Parking division 10% (50) 11% (59) 12% (62) 29% (150) 24% (125) 14% (71) 3.54 517

3. Do you currently hold a parking permit?


Yes 410 74.0%

No 144 26.0%



4. What mode of transportation do you primarily use to get to campus?


Walk 25 18.9%

Bicycle 8 6.1%

Carpool 8 6.1%

Car – I am dropped off by another driver 5 3.8%

Car – I park off-campus 38 28.8%

Public transit 31 23.5%

Stinger/Trolley 7 5.3%



Car

Car - I drive and park on campus

Car (i get temp permit or pay)

Car- just for a daily visit

Car park-off campus & Public Transit

CCT Xpress

Do not work on campus

Don't go to campus

GT/Emory shuttle

I work on the savannah campus

ORGT parking pass



5. If you have a parking permit, how satisfied are you with:

Item 1 – Very

Dissatisfied

2 – Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total


6% (24) 10% (39) 6% (22) 22% (86) 56% (220) 0% (0) 4.0 391

Ease of registering for a permit 4% (17) 5% (20) 6% (25) 23% (88) 61% (239) 0% (1) 4.3 390

Your lot assignment 4% (17) 4% (14) 6% (24) 18% (72) 68% (264) 0% (0) 4.3 391


Payment process for parking permit 4% (16) 2% (9) 10% (39) 20% (76) 63% (246) 1% (3) 4.3 389



TRANSPORTATION

6. Which transportation services have you used this academic year? (Check all that apply.)


Tech Trolley 421 92.9%

Stinger Bus 217 47.9%

Midnight Rambler 3 0.7%

Stingerette Service after 6pm 9 2.0%

Weekend grocery shuttle 7 1.5%

Stingerette.com 7 1.5%

NextBus 70 15.5%

Zimride 2 0.4%

Zipcar 16 3.5%

Gotcha Ride 2 0.4%

GLC/Clough Shuttle 4 0.9%

BuzzBike 0 0.0%



Charters

Special Event Charter

Ubber

None

None

Uber

Emory Shuttle

None

None

None

N/A

N/A



None

Carpool

None

N/A I work in Quantico VA

Walk

None

I’m at GTRI-Cobb Co.

Don’t use any

Not taken any…

None of the above

None

None

N/A



7. How satisfied are you with the following characteristics of transportation services?

Item 1 – Very

Dissatisfied 2 – Somewhat

Dissatisfied 3 – Neither

Satisfied nor Dissatisfied



Not Applicable

Average Total

Trolley routes 1% (4) 4% (18) 6% (24) 28% (118) 59% (248) 2% (10) 4.43 422

Stinger routes 1% (4) 3% (13) 4% (16) 22% (85) 31% (121) 39% (155) 4.28 394

Midnight Rambler routes 1% (3) 0% (2) 3% (13) 3% (11) 6% (23) 86% (329) 3.94 381

Time you wait before a Stinger appears 1% (5) 6% (22) 10% (41) 22% (85) 18% (70) 43% (171) 3.87 394

Time you wait before a trolley appears 2% (8) 10% (43) 11% (47) 35% (143) 28% (115) 13% (54) 3.88 410

Waiting time for Stingerette pick-up 1% (5) 1% (3) 3% (12) 6% (22) 8% (30) 81% (308) 3.96 380

Maintenance and upkeep of vehicles 1% (3) 3% (13) 7% (29) 22% (89) 50% (200) 17% (69) 4.41 403

Courtesy and friendliness of drivers 2% (7) 2% (8) 5% (20) 21% (84) 59% (237) 11% (46) 4.51 402

Courtesy and customer service of Stingerette dispatcher

1% (4) 1% (4) 4% (15) 3% (12) 11% (43) 80% (311) 4.10 389


1% (2) 1% (4) 4% (16) 3% (11) 9% (34) 83% (319) 4.06 386

Ease of knowing Stingerette pick-up points 1% (4) 1% (5) 5% (19) 4% (16) 9% (34) 79% (302) 3.91 380

Overall satisfaction of Transportation division

1% (4) 3% (12) 8% (32) 34% (134) 45% (179) 8% (33) 4.31 394



8. Which of the following resources do you use to get Parking & Transportation information? (Check all that apply.)

Item Count Percent

Printed brochure that comes with my parking permit 134 22%

E-mails sent by the Parking & Transportation office 320 51%

Parking & Transportation website 331 53%

Ask a friend or co-worker 156 25%

Other (please specify) 26 4%


NextBus

I call on telephone

Trolley and Stinger times posted at stops

Walk in and ask??s

iPhone aps

Posted maps

Printed brochure, but I don't have a parking permit

GT Buses app

Call the office

None

GT Buses app

None

Call the Parking Office

Alumni Association HR

Accounting at Alumni Association

None

Carpool

GT app




None

I'm at GTRI-Cobb Co.

General GIT electronic parking map

Trolley and Stinger drivers

PTS Employee

Get maps from parking office

9. How familiar are you with the rules and guidelines for parking on campus?

Value Count Percent

Very familiar 195 35.6%

Somewhat familiar 305 55.8%




10. We would appreciate any additional comments you have regarding Parking and Transportation Services:


Both – Parking & Transportation

Mixed or Impartial


I don't think you should be ticketed and fine when you change cars and forget to place your ticket in the car. You already a lot, they know the other car is yours, it's in the computer. Other jobs pay less or nothing. We paid more and then get ticketed. Transportation Drivers need more respect from the students and employees while driving. People will walk out or drive theirs bikes out in front of the bus. And the driver would have to come to a fast stop to keep from hitting them, throw everybody riding the bus to the front. Their nervous are shot, poor driver nervous are shot and he/she has to continue driving the rest of the day, after almost having a fatal accident, no fault of their own. That person walk on or ride on that bike just as cool and disrespect. Where is the respect??

I would like to see a separate link on the parking site for visitors to make it easier to describe to visitors to our department.

It should be easier for guests to park on special occasions. I wish GT would establish a route to/from the east side of Piedmont Park and one in Midtown for students and employees. Having a convenient route would decrease traffic and parking issues on and off campus and would benefit those in GT community who live on campus and in the neighborhoods.

The website could be more user friendly especially for requesting special event parking passes or one day passes for VIP guests.

The website is hard to use, specifically: the process for registering for a permit is not intuitive! Also, the web addresses for pages on the parking site are a pain to type in. On the bright side, the staff at the Parking office have always been helpful!

Service

Customer service seems to be the issue, I would say they are the worst encountered at gatech. As a contrast I would say central HR has the best customer service on the campus in my experience.

Overall PTS office could be more customer friendly and pleasant. PTS Office should not answer customer calls via speaker phone which is very unprofessional.

Parking is way too expensive and its locations are not so great in relation to my building. The drivers for both the stinger and the tech trolley are extremely friendly and courteous! They truly do their job with love! I love them!!

Negative


1) For periodic use of a car (say, for example, you need to transport materials to campus), the parking situation and permit options are insufficient. We need many more options for faculty and staff who will walk / bike 80 - 90% of the time, but need to be able to park every now and then (and close to their destination, as opposed to in a couple of inconvenient lots). 2) My wife and I work on opposite sides of campus. The current options for a carpool permit or the periodic $6 parking permit are insufficient. There's just nowhere that we can park that's even sort of convenient to both of us. And with the permit situation, you're locked in to specific lots, whereas most of the times I want to drive, it's because I have a meeting on the opposite side of campus, or maybe some days my wife would drive, and some days I would drive, and so maybe we would want to change which lots we're using. 4) There's so much street parking that's overly restricted. There should be more hourly parking spots. 5) Without a parking permit, there's no way to be able to use the CRC (by car). There should be free / reduced cost evening and weekend parking. Or some sort of permit that allows you to park in a wide variety of places after 5pm and on weekends. 6) The route of the Trolley is completely inconvenient for the SE corner of campus. You have to ride the Trolley for over 30 minutes, all around campus in 3/4 of a circle in order to get to that part of campus. It seems that it'd be quite possible to turn the Trolley route into a loop (and running it 2 directions!) by allowing it (but no other motorized



transportation) to connect between Bobby Dodd and Ferst Ave, and actually have a stop near the library! 7) It'd be nice if the Trolleys were CNG or didn't emit so much pollution on campus and ran a little quieter.

I would like to suggest the website be more user-friendly in terms of providing directions for individual locations, particularly for guests. The tone and directions on the website assume you are already somewhat familiar with campus. When vendors and clients come to campus, half the time they can't find where they are supposed to go or where to park. Primarily, they're able to find directions to buildings, but not to nearby parking lots. When they enter addresses in Google, the results are often disastrous. (Paper & Clay means NOTHING to someone simply looking for the "Student Center." Why isn't the Student Center visitor’s lot labelled as such?) When you're on the "Visitors Parking and Transit Page" and you click the "designated parking areas or at meters" hyperlink, you're simply redirected to the same page. Guests then have to email or call me for directions. https://pts.gatech.edu/visitors/Pages/Visitors%20Parking%20and%20Transit.aspx Also, the Parking Zones Map page is hard to decipher and not mobile friendly. Lastly, trying to get from MARTA to the western edge of campus is difficult. I've taken the trolley from the CRC to Midtown many times, but the time spent stopping and waiting at each stop is too long (and uncomfortably crowded during rush hour). I've clocked this many times and it's actually quicker for me to walk down Marietta Street all the way to and from the Dome/Phillips/GWCC MARTA station. While not at safe, it's definitely quicker. I own a car and can afford a parking pass but choose to take public transit because it's the right thing to do. I just wish I didn't lose so much time trying to traverse the last leg of the commute. An additional Stinger or Trolley that serviced the North Avenue Marta to southern/western parts of campus would be superb.

Parking & Transportation needs better communication with Technology Square parking facility. There is always a delay in getting access to parking deck which is why I choose the public transportation and the trolley.

Unfortunately, the rules change with little warning. While I realize that P & T must make money, their approach should be more reasonable and collaborative with the rest of the campus rather than to merely dictate how it is to be.

Service

An overhaul of customer service appears to be required. Nearly all in person interactions are extremely aggressive on the part of the customer service representative without provocation.

Customer service is atrocious, reminding me of the Old Georgia Tech. They are arrogant and haughty.

I haven't looked recently, but no telephone number was listed on the website in the past. General poor customer service when you walk in. No smile ever received from those behind the counter.

The Parking Office front desk employees are the most discourteous, unfriendly, rude, and ignorant group of people on campus. I think that there are many people want a CS job, but these folks obviously do not. They are an embarrassment to the field of CS and GT. It's obvious that there are no standards set for professional behavior for those who work at the front desk. They greet customers with a nasty attitude, condescending tone, and ugly demeanor. I'm appalled that these folks actually get paid for obvious lack of people skills. I honestly don't think retraining is appropriate - some of those people need to find another job that doesn't allow them to be the face of parking.

Parking

Mixed or Impartial

Price

I just wish Parking Permits would be based on salary. I can afford to pay the permit costs but others (particularly facilities) cannot and so they are parking off campus in unsafe situations.

Parking and Transportation should look in a more fair system on how much they charge for parking. At my previous institution, staff and faculty members paid for PTS and Health Insurance based on their salary. For instance, a staff member who makes $40,000 would not pay the same parking fee as someone who makes six figures. I am not a hundred percent certain how they did this, but I think everyone paid the same percentage. There are staff members who don't make a lot of money who park well off campus because they can't afford our fee. Also, why do we pay more than Georgia State? They have more students and fewer parking spaces.



Please find a way to reduce the cost of permits.

Regular parking permits are too expensive. I have purchased smart park and only park on occasion.

The parking should be free or with much less fee that is affordable. Being a postdoc, I still could not afford it! Some students do, but they do it with loan! And I do not go into that trap. So, it would be appreciated if the above things are considered highly.


A better way to track an individual parking if they have left or forgotten their permit instead of receiving a ticket.

Clearer info on where to park on game days when you do have a permit but can't park in the usual lot.

Clearly indicated handicapped parking spaces on parking map.

Electric Vehicle charging stations should be accessible by BuzzCard access for any permit holder (even in visitor lots). I would love to use the Area 1 chargers, but because I also have to pay to park in the lot (even though I'm an annual permit holder), I will likely never use them.

Free parking for faculty/staff.

GT parking pass holders should not be required to pay a parking fee for using a charging facility that is located in lot other than the one they are permitted for. There are too few Level 2 charging facilities and ZEV car owners should have access to charging regardless of where their permit allows them to park.

I found the website for renewing my parking pass confusing, and I believe we are being overcharged.

I park in E44 which has very limited spaces. Often this lot has construction workers trucks in it causing the lot to fill up. It would be helpful if either a) these trucks weren't allowed to park here or b) Peter's Parking Deck is always on our card to use as an overflow lot. Currently Peter's is only added during football season or if there is a specific construction job going on at E44.

I park in the garage on State St which is also visitor parking. The construction people take up the prime spots since they arrive early. Could they be contained to one portion of the garage allowing us who permanently work here to obtain good parking at 7 or 8 am?

I pay 700 per year for a space, but if I have an appointment at Grant Field, I have to use the pay parking area. If there is a football game I am supposed to get out of my space like hot bunking in a Navy ship. When I work over at Stamps (not we do not get paid extra, we do this because a student needs care or help), I may not have convenient parking. Some of my coworker’s park at the strip club lot, but this is scary at night to go to.

I thought I was very familiar till recently - my family came to campus to attend an evening women's basketball game. It had been policy that after 5:00 you could park anywhere but I guess that is not true now. I received a parking ticket. - Also in W23 the electric cars have 6-8 spaces on the first level and now reserve spots for these cars are randomly appearing - I come in very early and did not notice that a spot I park in was now tagged for an electric car - and I received a ticket. It would be nice to block these spaces off for a week or more before designating. Not the only one this happen to.

I use the gym (CRC) in the morning. I would appreciate being able to park at the gym, besides being able to park at my assigned lot. My parking permit allows me to park anywhere from 5:00 PM to 8:00 AM. It'd be great if this could be extended to 10:00 AM or so for the CRC parking. There are very few people in the gym or CRC parking in the morning anyway.

I wish students wouldn't be allowed to park in the OHR parking lot. The take parking spaces close to the door and their car stays there all day, especially on rainy days.

I'd like to be able to leave my parking lot at 5:30 or 6:00 on the night of a basketball game. I should be able to finish my job (lesson plans) adequately before being threatened with ticketing or towing one or more times a week.

It might be good to have assigned parking spaces or monthly parking floors for lots that also serve as a visitor lot.

It would be nice to have more electric car chargers and quick chargers available.

It would be very helpful to get the construction completed and open the currently closed entrance/exit to the W23 deck. Sometimes there are cars at both lanes paying, and it's difficult to get out of the deck.



Make more space for parking.

Many times, emails go out advising W06 patrons about swimming/diving events that impact parking availability, but on several occasions, no notice has been sent. It is not a pleasant surprise! I would also like to suggest that you consider discounting W06 since there are MANY days that I cannot find a space in my area. I hate to pay for something I can't use!

Monthly parking subscriptions would make much more sense.

More EV spots!

Need to work out the ability to park in other lots during sporting events when my lot is restricted. Rules have changed and do not make sense for someone who pays over $700 to park.

New system for applying for parking pass only allowing a single option. I MUCH preferred the ability to put in 3 preferences. It supported trying to change lots where current process (or one used last year at least) did not.

No charge for changing lots especially if the initial lots are full.

NOT Enough Smart Park lots. Have wanted one for the North Ave. Visitor parking lot and was told that it was being looked into. There needs to be one for folks who work in the Tech Tower. Lyman, French, etc. bldgs.

Parking in my area is atrocious. I'm regularly required to move to an alternate area for events for non-students, and the alternate areas are usually too full to find a space. Parking services needs to make its paying customers (GT students, faculty, and staff) -- the ones who are required to be here -- its top priority.

Please do not send out parking permit renewal announcements a week before one can actually renew on the website. It creates confusion. Alternatively, you could send a one line announcement of the renewal dates WITHOUT providing web links in the message. Thanks.

Please open up some free parking after 5pm, near Student Center. Our organization has a weekly meeting, with volunteers from the Atlanta community giving of their time to help students. They used to park for free on Ferst Drive. Apparently no more. Why?

PTS should better maintain the lighting and video cameras in the decks. With the funds provided, there is no excuse for inoperable lights or cameras. This is a security issue, which should be priority one for PTS.

The E81 lot could stand additional lighting for safety

The frequency with which the Smart Park areas are closed makes me think GT cares more about making a few bucks off tourists than the prompt attendance of their staff.

The Klaus parking deck needs maintenance and painting upgrades. I have been nearly hit and yelled at on the 1st level while walking to the elevator. The stop sign and white crossing lines are completely faded. The cars exiting on the first level don't yield or stop before leaving the parking deck. PLEASE FRESHEN UP THE PAINT AND/OR PUT UP ADEQUATE SIGNAGE.

The option for purchasing temporary/monthly passes online.

The problem not touched on above is the inability to use Official Business Passes in Centergy or GT Hotel lots. People have official business to do. It should not be impossible to devise a system that works in these special lots.

There should be more free parking on the weekends.

Too few pay lots in case you forget your pass or are driving another car.

We pay a lot for parking on campus. It would be good customer service to allow for a certain level of assistance if you make a mistake and forget your pass in another car on a day so you could receive a temp pass that will allow you to still be in your own lot.

While I appreciate the e-mails notifying permit holders about events on campus where our parking spots will be used, I feel that pre-paying for annual permits should gain us access to a certain percentage of those spots. When events start at 6am and most of us do not arrive at work until 8am and all of the spots are



already gone, almost an hour of our day is spent looking for an alternate parking spot which interferes with our work schedule. And this is with notification of future events. On Friday, March 13th, an event was held that used the CRC parking deck, and there was no prior notification to permit holders of this event.

While I endorse the efforts of PTS to generate additional revenue by parking swim/dive meet participants in the Student Center and CRC decks it should be in the long-term plans to replace the surface parking behind the police station with a parking garage to accommodate the traffic.

Wish my carpool day pass could be picked up the day before so that I could use it more efficiently. Sometimes I need to be on campus before Parking Services opens.

With parking being so scarce and expensive, it would make sense to provide more affordable visitor spaces where people could park temporarily if they need to.

Would like additional charging stations installed for EV cars.

Would like to have the option to have a secondary parking option if attend meetings across campus on a regular basis.

Service

Recently I found a lost hang tag on the ground. I walked to the parking office to hand it. The place was totally empty but as soon as I came in the attendant yelled, "Stand behind the line." I ignored her and walked up and put the tag on the counter in front of her. She kept saying, "stand behind the line." I just left it there and walked out. In general people at Georgia Tech are totally professional. But not always at Parking.

Terrible in-person and phone customer service. I don't call anymore because they hang-up/disconnect the call with me every time. In office, they are rude and unpleasant to approach. My experiences with Parking Services outside of the office and phone communication have been fine though.

Negative

Price

I don't like dealing with them from past experiences. I grin and bear the fact that I pay $750ish a year to park at my place of employment.

It so expensive to pay for a parking permit!

Just the usual, prices are too high--unaffordable for most employees.

Lower Parking Fee's for parking permit!

Parking has gotten too expensive!

Parking is too expensive so I park at a lot close by.

Parking is too expensive.

Parking is too expensive. Especially to park on the street without a designated or covered spot. Customer service is also an issue. It's horrible. Parking should be lowered and capped at a reasonable rates. And to also be booted out of your expensive spot for any given event. It’s not right. There are so many employees that are priced out because the rate is so high. There has to be a better way.

Parking is very expensive.

Parking is way out of control in cost.

Parking permit way too expensive for staff and students.

Please do not oversell parking areas. If I pay to park in a location that means I don't want to park in a spill over location. Parking should be reduced for staff who make under $35,000 a year. It's disappointing that the people who support the infrastructure of the campus give up half of a bi-weekly check for vehicle security.

We pay too much for parking, period. Klaus parking and its stairwells don't get clean and seem to get dirtier and dirtier.




Driver seat website is not robust enough to have so many users trying to sign up for parking pass in the same day - site crashes or times out - very frustrating.

Enforce the rules: People park over the lines restricting other parking spaces; If there are markings that indicate no parking then vehicles should be ticketed and/or towed, including golf carts and Gem cars.

Enforcement is random and unreasonable. For example, I cannot see any reason (other than revenue enhancement) to ticket a car parked at the EST loading dock at 1030pm! I have a permit and often work late, and prefer not to walk across campus at midnight or later. There are no deliveries late at night, and the only reason I can see for being issued a ticket is to increase the income of the parking division. The appeals process is completely opaque and hardly worth the bother. I had a rental car ticketed at the same dock while making a delivery a few years ago. I appealed and was still forced to pay a fine. This is both arbitrary and infuriating.

Getting a parking permit within the first 7 days of hire was just about impossible, given that it takes days for my record to appear in the system, for me to find time during my work day to go to the parking office, for the website to be down. Everything else about on-boarding was great. Parking, in an open lot nearby building, is abundant, and shouldn't be the high cost charged to staff.

Have to park a mile from where I work very unsatisfied.

Having to pay to switch parking lots when my initial two parking lots were full seems unfair.

I am a current parking permit holder but I do not understand the situational parking during football season where PAYING Faculty/Staff/Student members are booted out of our parking areas to inconvenient and downright crazy places across campus for folks attending football games. Has anyone ever addressed this issue?

I don't understand why, as a part-time faculty member, I cannot pay for this using payroll deduction. I have to cough up the full amount ahead of time. Since I do work there, I do get paid, and they could take it out of my check. I sign a contract for the job. No reason not to afford me the same courtesy as others. If I'm not hired the next semester I promise you I will turn in that $$$$$ sticker.

I feel neglected during the months of Football on campus. During this time paying customers are required to give up their parking space for tailgaters, and there have been times when no available space is near the place of work

I find it unacceptable that permit holders are displaced from regular parking areas and made to fend for themselves when a special event is held on campus.

I hate parking and the fact that we have to pay to work here. I hate the fact that parking fees go up every year and nothing changes for the payee. Sometimes we don't even have space to park in but there is never a problem taking the fee out of my check for "unassigned, hope you find a space somewhere" parking.

I park on the street behind the CRC and when there are swim meets, we don't have convenient options for alternative parking.

I think it is horrendous for new staff members to have to pay to change lots after the lot they are originally assigned is as far away from their building as possible and a spot opens up in the parking garage next to where they actually work. I would love to be credited back the money I had to pay after this happened to me when I began working at Tech in September and a space opened in December after the close of a semester.

I work in building 33. Parking is very expensive on campus. I have paid a lot of money to park in my assigned parking lot. I don't like that I cannot park in the lot that I have paid for during sporting events. There are times that I work late or on weekends. During the winter months when I work late, it is dark when I leave work. When there are sporting events I cannot park in my assigned lot. I have to find somewhere else to park that is far from the building that I work in. This causes me (a female) to have to walk alone at night to get to my vehicle. There should be some type of compensation to those that cannot park in the lot that they have paid for or there should be a service to transport those personnel to and from their vehicles during the times they cannot park in their assigned parking lot.

It is frustrating to pay so much money and be limited to one area for parking. I have to go to multiple areas of campus for work, but I have to risk a ticket to park at most of them.

It's difficult to resolve problems in gated lots when your card doesn't work because there are no clear instructions on how to use call boxes or a number you can call on your cellphone.

It's really frustrating when I have to move my car by 5pm for a basketball game but the lot is rarely full. We have to pay a lot of money for a permit and we are parked there because we are working. It seems very unfair to force us to move our cars :(



My department tries to hold conferences on campus. Accordingly, we have been trying to arrange for blocks of space at the CRC deck - which normally is never full. It is impossible to get clear answers about the process and whether or not it is impossible. It is very sad that we are constantly disrupted by swim events using the parking, but when we try to use the space for academic purposes - no one wants to help.

Parking is horrible... with the amount I pay each year i should be able to park wherever i want. ESPECIALLY when the lot is assigned to is oversold. REDICULOUS. The people in that office are the spawn of Satan himself.

Parking needs to provide advance email communication whenever permit holders are forced to move their car from their assigned lot. There were several instances this year where no communication was received causing confusion and frustration. Considering the cost of parking, I don't think it is unreasonable to expect a simple advance email when my assigned lot is going to be commandeered for another purpose. Also, the lots are becoming too "oversold". It is often very difficult to find a parking space.

Preferential treatment of all electric vehicles is not right. All first floor. Plus, I know personally people who use the handicapped spaces that are not handicapped and parking staff do nothing(making sure parking I.D and handicapped tag match) W23 Lot. Gray Dodge Dakota

Some of your rules about parking are incredibly complex - I have no idea where I can park when my lot is full or it is after hours. I also have no idea where visitors or guests can park - meters used to work but now don't. Soon I am going to need a handicapped spot for a few months after I recover from surgery - I have no idea how that will work. The spaces in the Student Center lot are WAY too narrow. I understand it's to get more cars in there but the students are poor parkers anyway and they destroyed my last car with dents, scrapes and so forth. Giving them small spaces just makes it worse. And finally, with the CRC being used by so many groups, the Student Center Deck is always being used for (paid) parking for attendees. There are huge lines to get in and the guy selling parking also has to answer a 2 minute question on where to walk, etc. It's awful. Set up an express lane for people with permits and let us in and then funnel the attendees to another lane where they can fumble for change and ask their questions. Put big signs up - it happens all the time and make it park of the procedures for events.

Stop reselling parking spots for campus events. It seems illegal to sell all the spots in a parking area and then resell them for an event and force the staff, who paid for a whole year, to find other spots.

The bus yard lot and the parking lot on 14th street are in terrible condition. And those of us who are housed on 14th street and never go to campus still have to pay full price for parking in an unmaintained and unsecure/ungated uncovered lot that sits adjacent to Ikea where most park for free. Others find spots along the road with the same security and dare I say better upkeep (Atlanta public roads) that the lot here at 555/575 14th. Many of the faculty have discussed our discontent with the lot, its condition and pricing for the parking over here.

The lots are a disgrace - it is a wonder we do not all have broken ankles. Cost is a burden on our employees.

The parking lot to which I am assigned is full of huge pot holes.

This has to be hands down the worst department on campus. My husband and I, both GT faculty, requested a specific parking lot (the same we have had for the last 7 years!) only to be told it was full. So they registered us for our third choice. Within 2 weeks, they offered us the 2nd choice and then our first choice. Each time we were charged the "change request" fee...none of the parking was ever even close to full over the time the request was pending. Of course one has to love the fact that again and again we find the lot full during "events" where parking is charged at $15. With the exorbitant rates that we are charged, I would like to see a refund of $10 for every time I am kicked out of my parking for a charged-parking event.

W01 on Tech Parkway is dangerous! I have almost been hit by cars riding in the parking lane and waiting or refusing to get over in the driving lane. Cars are driving in both lanes--including the lane where my car is parked and I'm trying to get in my car. There was supposed to have been "caution" stripes install on the road up close to North Avenue. 'There's not enough signage to merge left. Also--W01 seems to be the "temp" lot for new employees and/or construction vehicles performing jobs on campus. That takes up my space and we are getting further out and/or no space available. The cost of my parking pass should guarantee me a SAFE, parking space.

When registering for an annual permit, there should NOT be a $25 transfer fee if the wait list lot becomes available at the beginning of the parking year in August. NOT customer friendly. Option could be: 1st choice, new lot and d designate choice, 2nd choice, remain in existing lot if 1st choice not available.



Why do Hybrids get reserved spaces in Wardlaw parking? Why were all charging areas placed in the "best" parking spots in Wardlaw? I received one parking ticket (in 5 years) which I appealed was denied and attempted to appeal again but could not-the ticket was supposed to be half price since it was my first offense but was not even though the website said it was. Currently trying to get an invoice for parking permits for CRIDC-made the request but have not received a separate invoice. Go figure.

Service

Every year the cost goes up and we don't get any better. You have a bad costumer service at parking and all they want to do is not serve you and give you a hard time.

I am a new employee (October 2014) and had several interactions with the parking office on the phone and in person. I was not satisfied with the level of customer service I received on the phone in calling to ask questions, and felt that I was being brushed off. I went on a waiting list for a parking spot, and never received an email saying that I had been given a spot. If I hadn't checked on it on my own on the last day I could have bought it, I would have missed out after waiting for 3 months. The parking office insisted that I should have received an email, but I confirmed by address with them and searched for it, but never received it. In talking with my coworkers, every single person has said that the Parking office is not helpful at all, and it seems to have a very negative reputation on campus.

I have dealt with very rude and uncaring people when problems have occurred when at a parking gate. They hung up on me twice, and then didn't answer the phone afterwards.

I was affected by the PTS decision to remove all of the Handicapped parking spaces on Cherry and Ferst Street. I was very disappointed that they did not have a plan for the individuals with Disabilities that were displaced. It took a lot of appeals and ADA paperwork to get an accommodation approved. I am happy to say that they have a temporary solution, but am unsure about where I will be parking during the next renewal in April. Just wish they would have considered the spaces they took away were being utilized by people who actually really needed them.

Parking Customer Service is HORRIBLE and they need a whole new crew with in depth customer service training. They also need to get rid of that one black older parking "police" because he is ALWAYS VERY RUDE. He is the total opposite of the image GT should portray. Also, when it comes to inviting vendors/people with a business purpose on campus for a day or two - there should be an easy way for them to park free in front the place they're visiting (which may be in a gated area) with that information made public.

The customer service received at the counter in the Parking office is very poor. They are unfriendly and rude. I've experienced this, new employees in our office have all said this over the past year. A donor received a citation. When he went to the office to explain he was an invited visitor, the woman was rude. He is no longer a donor.

The office enforces tickets but are not always pleasant.

The parking department is the worst department on campus. The individuals that work the front counter are completely rude and give the impression that you are interrupting their casual conversations with their office mates anytime you stop by to conduct business. Upon my last visit, I stood at the counter and waited for 3 solid minutes so that the lady at the counter could finish telling her manager about the good time they had at the club over the weekend. Their attitudes coupled with the lack of resources received for the amount of money paid for a permit are reasons as to why I no longer park on campus.

The people in the parking office in tech square always seem as if they are having a bad day. They can be rude most times and they don't always look professional.

There is no support for GT people who have short-term needs for handicapped parking. After knee surgery I was required to walk up and down the hill from Peters to Cherry St. I asked Parking for assistance and got none.

Transportation

Mixed or Impartial

Price



We need to do more to make MARTA more attractive. Providing MARTA passes cheaper or providing a set number of parking passes with a MARTA pass would make it much more attractive to make MARTA. Right now, the price of a MARTA pass almost matches a parking pass.


A better app or way to track the next bus is needed. The signs feel unreliable and the app is too home-grown. It should be rolled into a Campus Services app. That would pack some punch, with Housing, BuzzCard, CRC, Parking, and Health Services all in the same app. PTS could improve their responsiveness to issues regarding broken equipment or special events. I would like to see a quicker response when things break. Alex does a great job of getting out and sharing information across campus by tabling at all of the events. The trolley is a really great service, particularly for Faculty/Staff as well. Keep this up! I also like that it goes to the MARTA station, so keep this leg of the trip part of the route.

Add a trolley express shuttle from the rec to Marta for employees. A set departure time would help staff members to arrive at Marta on time. It's challenging having to wait for the trolley, not knowing if you will make your connecting ride. I propose a 4:35 & 4:50 shuttle.

Additional Trolley routes during the morning and evening commutes would be appreciated. During the evening commute, the trolley is so crowded that the drivers cannot take all the passengers.

All bus stops should have a sign saying how long till the next bus. I do not wait at a stop that does not unless I can see the bus coming.

Bus or trolley between 14th St and art center station

Green route in AM (8:15A - 10A is heavily oversubscribed. Entire bus fills at the 14th St garage stop and is filled beyond standing room only at 14th/State, GLC and Ferst/State. A separate express route for (and funded by) student apartments between 14th St garage and Ferst/State would make sense.

I have experienced problems with signage being incorrect. This is very annoying. NextBus helps somewhat.

I wish the Stinger would come to Atlantic Station for pick up.

I would like there to be an early morning pick up at Atlantic station to take students to campus. Right now, transportation only goes as far as 16th street. That leaves me, female, to walk several blocks to my home.

I would love to have the trolley make a stop at the civic center Marta station or one of the stations in downtown. I've noticed that Coca-Cola and Georgia Power provide a service for their employees in which they pick up and drop off employees near public transportation stops.

Make a shuttle available to North Ave and Vine City MARTA stations.

Multiple phone calls required to receive action/response. Surprised when driver got off trolley/bus and announced she was taking a 10 minute break in the middle of the route - not efficient to travel across campus without a car and attend more than 2 meetings per day.

Need better labeled and map for visitor parking. Express trolleys would help, as riding the shuttles usually take same travel times as walking.

Publicizing stinger and trolley routes through emails etc. That way people know ahead of time what's available instead of looking at the bus stop on web site which can be a search.

Summer transportation is lacking. It's challenging to wait 30 minutes for a bus. Moving it up to 20 minutes would be greatly appreciated. During the academic year, the buses & trolleys are often overcrowded. Signing up for my permit took me less than a minute this year, so kudos on the new system!

There are various GA Tech buildings that are located off campus (i.e. Marietta Street) it seems there should be a service that run in a location closer to the areas that are off campus.

We are well serving remote student locations such as the NARA area and the Student Competition Center.

Why doesn't the NextBus site list the GTRI HQ at 14th ST? Why do you reduce transportation times on the Trolley and buses when the staff on campus continues to need that transportation all year long?



With the GPS, tablet, and voice technology in each trolley, still can't understand why they keep "bunching up over the day. Periods of very consistent times in between then over the day they bunch together (small times in between) and then long waits in between. With the number of trolleys and the relatively short route, better consistency expected. Heck, should even be stated times (on the 10's). Random check just now expected times for TS to MARTA 5, 6, 17 minutes.

Would prefer a stinger stop at OHR/Business Service.

YES.PLEASE ADD a trolley route to RAB Building (10th & Hemphill) route. The Green route is good, but not as helpful. Adding an established trolley route to this side of campus would be the icing on the cake!

Service

Drivers are as often rude as they are courteous.

Negative


How shall I count the ways (of disappointment) If the goal is to encourage more people to take the train and not drive down then you are failing miserably. I'm late almost every morning because the drivers don't wait for all of the people to get through the turn style. It doesn't matter if I get to Marta an hour early. I still end up waiting 15-20 for a trolley in the morning. I know there aren't a lot of students up early, but your service is not JUST for students. Why can't you send them more often when people are trying to get to work They see you, but close the doors anyway. Almost all of your drivers need to learn to drive! They go way too fast then SLAM on the breaks making everyone slide or fall onto the people next to them. All but a handful of the drivers are rude. Yes, they are in the bus all day but that's their job. I don't want to have to listen to complaining about not getting a break or their hours, kids, or Saturday night! Some drivers call out the stops and some don't. Some driver’s make you stand behind the yellow line, some don’t Lastly, restroom breaks are essential. However, it doesn't take 20 minutes!

I find the trollies are overcrowded in the evenings where I'm sure they exceed the maximum occupancy. The air conditioning is horrible on the trollies. When it's completely packed in the middle of summer, there is no circulation since the air only hits the people crowded right next to the A/C unit. Also, the trollies seem to all be grouped together on one part of campus, rather than spread out across campus (EG: on the NextBus map, there will be a trolley at midtown Marta, one at tech square going towards Marta and one about to arrive at Marta). Meanwhile the people waiting for a trolley are all on-campus waiting 15-20 minutes for a trolley to show up.

It might just be my luck, but on the rare occasions that I think it might be faster to use the Tech Trolley, it takes about 20 minutes before I see the next one. It's faster to walk.

The green route is never on time. The app is extremely inaccurate in predicting the times. It would be nice to have more buses on this route. Especially around 3:30 -5.

The trolleys are badly in need of maintenance. Some have heat and some do not so when it is cold, the passengers are left to freeze until their next stop. Some have air and some do not so if it steaming hot out, passengers are left to sweat like pigs. I do not like how the trolleys have to sit for over 20 minutes at times before they can move. This causes passengers who have places to be to be late to class or meetings or to catch a bus at Tech Square to go home. These 20 or so minute breaks are not posted anywhere to give passengers the opportunity to plan accordingly. These things need to change! Thank you.

Positive


I like the routes to and from the Marta station. That is very helpful when needed.

Service

Trolley drivers are very friendly!!!!



APPENDIX L: STUDENT CENTER AND COMMONS

1. For those services you have used within the last twelve months, please rate your satisfaction with your experiences:

Item


2 - Somewhat

Dissatisfied




Not Applicable

Average Total

Crafts Center 0% (1) 1% (4) 3% (15) 3% (15) 9% (50) 84% (443) 4.28 537

DePoe Eye Center 1% (4) 1% (6) 3% (15) 2% (13) 8% (42) 85% (456) 4.04 536


0% (1) 1% (8) 4% (22) 6% (32) 21% (111) 68% (367) 4.40 541

Kaplan Test Prep Center 0% (0) 1% (3) 2% (13) 2% (9) 3% (16) 92% (491) 3.93 532

Lounge Seating Areas 1% (6) 1% (6) 5% (29) 16% (89) 22% (121) 54% (292) 4.25 543

Post Office 1% (8) 1% (6) 5% (26) 11% (63) 43% (246) 39% (219) 4.53 568


1% (3) 1% (3) 3% (16) 7% (36) 20% (108) 70% (379) 4.46 545


1% (3) 1% (3) 3% (18) 3% (16) 6% (32) 87% (463) 3.99 535



2. How would you rate the following characteristics of your interactions with the Student Center and Commons?

Item 1 – Very

Dissatisfied

2 – Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total


Availability of seating in lounge spaces 2% (12) 7% (42) 8% (45) 23% (128) 29% (163) 31% (173) 3.99 563

Safety and security 1% (4) 1% (7) 5% (30) 21% (119) 54% (308) 18% (103) 4.54 571



Overall satisfaction with the Student Center and Stamps Commons

1% (5) 1% (6) 5% (30) 29% (162) 49% (274) 15% (86) 4.45 563

0

50

100

150

200

250

300

1 2 3 4 5 NotApplicable

Overall Satisfaction - Student Center and Commons

Total



3. We would be interested in any comments you might have regarding the Student Center and Commons, and its services.


Mixed or Impartial


Better management of lines for food locations.

Consider adding more group meeting and collaborative spaces for use by faculty, staff and students.

Facility is undersized for given student population.

Food lines are really long during lunch hour.

Get Xbox One and PS4's in the Tech Rec.

I hope that the ping pong table(s) are back at Tech Rec.

I love the convenience of the Student Center Commons. Years ago, it was very easy to get in and get out. In recent years it has become a bit cumbersome to venture over there due to the sheer size of the crowds. With significant enrollment boosts over the past few years, I have admittedly stopped going over there as much as I used to because it's simply too crowded, the lines are too long and it really needs to be expanded to accommodate the increase in patrons. That would help relieve some of the bottleneck situations they have with people trying to take advantage of all the things they have to offer there.

It would be nice to have floor plans available for those planning events at the Center. The website could be more streamlined and intuitive.

It would be nice to have more outlets available so you can plug in laptops and/or chargers. Maybe even a charging station for iPhones/Droids with seating so students can plug in?

I've never seen an information desk and had no idea we had a notary public service. I like that this exists, but it's not very well advertised.

Make food menus more easily accessible. You have to search through multiple pages to find what is available on the hot line for the day.

Miss having famous hair in the student center, it was much more convenient and better quality than great clips.

More indoor seating for eating around Taco Bell, Chick-fil-A, etc.

More restaurant options.

More seating is required. Often times I have taken my food 'to go'. More police presence would be good at all times of the day and during the summer.

More seating might be nice, i feel like at Peak times there aren’t many places to sit. - It’s been looking better.

More service of like hair cut or other are better.

Other universities do a better job of offering space and facilities for nontraditional students (>23 years/and or have families). There are more transfer, older students here than ever yet most of programs address traditional students. See Kennesaw State's area for nontraditional students (1/3 of student center). They offer programs for families, tutoring and space for older students that commute, programs that are family friendly. Nontraditional students pay their fee also, yet no programs specifically address their needs. Kennesaw has an orientation for nontraditional students which includes availability of services/programs. Their library has a children's area that is soundproofed where parents can study with their children and not bother other students. They had volunteer mentors that assisted with finding services near campus and working out commutes.

Place cameras in the food court areas. It's a horrible experience to walk all the way over only to discover that the lines are wrapped around the seating areas. Put up cameras that feed to a website so that faculty, staff, and students may log in and check to see whether or not it’s a good time to stop by.



PLEASE open a HOT DOG restaurant- that would serve only hot dog baskets for $ 3-5. (Any type of frank you wanted with steak fries).

The Student Center is a great place- but it seems to be small for a campus this size.

The website has improved, but it's still too hard to find info on dining options within the student center. Why aren't menus available online, for instance?

There should be more seating and lounge spaces. The staff could be more customer service oriented and approachable (smile, address customers in a pleasant manner).

We need a bigger student center.

When renting Tech Rec, we were asked to clean the popcorn machine in the bathroom after using it. Quite honestly, I don't think it should be the responsibility of the customer to do this and they especially shouldn't be asked to take food equipment into the bathroom!

Wish we could buy money orders at the post office.

Would be nice to have a bookstore in the Student Center.

Price

More variety with better pricing. Especially upstairs.

Service

Customer service interaction needs to be upgraded and inclusive to EVERYONE who utilizes the Student Center Commons. The leadership should try to engage and interact with all the people that use the services of the student center. The staff should be tolerant of different cultures and languages, and they cashiers certainly need to be friendlier to everyone coming through the checkout lines.

I walk from tech square to the gym at 630 in the morning. I recommend there are cops walking around that morning--I am a man, and do not worry that much, but I do have some women that are not very comfortable that early in the morning.

More Police Presence during peak time hours.

Most of the time the staff at the Information desk doesn't know anything about the events scheduled for the day. The Post Office on campus is great. I just wish they had more staff on hand, as the lines can get really crazy.

Package pickup line can be super long some days.

Rarely see someone at Information Desk.

The post office folks are so helpful and friendly - I use their services often! Obviously, the student center needs more seating, but there is probably not room.

There needs to be more seating and the level of professionalism with workers at food courts should increase.

Uncategorized

Do not frequent

I haven't used any of these things in the past 12 months.

I haven’t been to the Student Center in about three (3) years.

Negative


FYI I had a salad. Only to find a live bug... needless to say I haven't returned!

I find navigating the website difficult. I would like information about break closings and hours to be posted "year round" to make planning easier.



I often attend lunch meetings in the Piedmont room, and I find the noise from the main seating areas and the service/washrooms hallway adjacent to that room can be disruptive for those sessions.

It gets very crowded at lunch. Clearly the SC needs more space, more seats, and more services.

It has become far too crowded and difficult to get anything accomplished in a reasonable amount of time.

It has become very congested. I do use the conference rooms over there but am not happy that my department has to pay for any services (projection, etc.) beyond just the seating.

It is difficult to navigate to dining options from the website--and it isn't mobile friendly.

Nothing is geared toward faculty or staff. We have families that we would like to bring in and enjoy the facilities and we can’t because of the weird hours or we are the last to find out about things. Housing especially gets no respect on the whole campus.

Students have very few eateries, leading to long lines.

The eating lounge is very crowded during peak lunch hours and seating is difficult to find. More seating for dining would be nice if it could fit somewhere.

The Eye Center is hard to search for on the website; particularly because a new student/staff member does not know that it falls under "Depoe Eye Center" instead of Vision Center/Eye Center. Also, for some reason, I get mail very late. I'm not sure if that is a post office issue or the mailer's issue, but it takes me forever to get a copy of my favorite magazine when I know it was mailed weeks ago...same for other mail as well.

The food operations are mediocre. Nothing to get excited about. Most importantly, the worst thing about services - student center and elsewhere is: You can never figure out when the damn things are open!!!!! It shouldn't take a 10 page note every few weeks listing what is open when and where. REQUIRE THE VENDORS TO HAVE STANDARD HOURS - A) SEMESTER; B) SUMMER C) BREAK;

The lack of seating is a huge issue. Compared to the amount of services offered in that area, there should be more seating or perhaps more efficient use of space for seating.

Too crowded

Usually very crowed at lunch times and impossible to find seating.

Very full, wait times an issue so sometimes I avoid it.

Website isn't incredibly user friendly.

Price

I find the food prices in the Student Center and Commons overpriced that's why I rarely eat there.

Prices are WAY too expensive!!!

Service

Asking the information desk employees to contact the Ferst Center Box Office on a day when half price tickets are being offered and the box office was 15 minutes late opening to sell tickets.

Bathrooms are heavily utilized, and almost always seem to need additional attention.

Rarely see assistance at help desk.

Some of the people that work in Subway were very rude.

Some of the staff has been less than hospitable even to the point of being hostile at times.

Taco Bell needs more than one cashier!!! If I go there during my lunch break, my entire hour, for the most part is spent in the line. All the other restaurants move very fast, except Taco Bell. Don't understand.



The student staff at the balloon counter couldn't answer any of my questions about payment (like, could I pay with an internal transfer) and weren't terribly helpful in assisting me with a purchase so I went elsewhere.

Positive


Great places for lunch.

I did not realize we have a crafts center and information desk with those services available on campus. Both are helpful and I will use them in the future.

I do not visit or even walk through the Student Center very often. However, I would not discount the possibility of a visit in any given week. There is a nice atmosphere there: a pleasant mix of productivity, fun, and convenience.

Like that you have added Panda Express!!

Love the increased options and availability of food.

The area is always clean and signing is good.

The Student Center and Commons is always neat and clean when I visit therefore I enjoy coming from the other side of campus to partake of the services.

Took a great Stained Glass class with my daughter!

Service

Every interaction with Student Center staff has been top-notch. The team is a model for stupendous customer service.

The employees of the Chic Fil A are always particularly cheerful and efficient...they are delightful!

The facilities staff are always friendly and helpful. Everyone from custodial on up.

The Student Center Team is really one of the best on campus!

The workers you have at the Student Center that work the registers are always so nice and professional. I remember one time I thought I forgot my credit card and they put my food to the side and save it for me. They are just really nice. Another time, my coworker was a little short to pay for her lunch and the cashier was kind enough to find a coupon for her.

Working with the students at Paper & Clay has been wonderful. They are very efficient and pleasant to work with.

Uncategorized

Good

Very great



APPENDIX M: TECH SQUARE RETAILERS

1. If you have purchased items from these Technology Square retailers in the past 12 months, please indicate your level of satisfaction with the services

provided by each retailer:

Item 1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied




Not Applicable

Average Total

Barrelhouse Tavern 1% (5) 3% (19) 6% (36) 13% (76) 22% (127) 54% (304) 4.14 567

Chuck's Famous Sandwiches 1% (7) 5% (28) 6% (34) 13% (77) 17% (100) 57% (326) 3.96 572

Game Stop 1% (3) 0% (2) 4% (21) 5% (26) 9% (50) 82% (461) 4.16 563

Great Clips 1% (7) 1% (5) 3% (17) 5% (30) 7% (38) 83% (459) 3.90 556

Ray's NY Pizza / Cedars Mediterranean 1% (7) 2% (10) 6% (35) 15% (88) 26% (149) 49% (279) 4.25 568

Tin Drum Asia Café 1% (5) 3% (19) 6% (36) 17% (98) 34% (197) 39% (226) 4.30 581

Waffle House 3% (18) 2% (13) 5% (27) 11% (63) 30% (174) 49% (278) 4.23 573

Walmart 1% (7) 2% (9) 6% (36) 14% (80) 30% (173) 47% (274) 4.32 579



2. What additional retail services do you feel would be successful if located at Technology Square?


1. Chick Fil A. 2. Now that Office Depot on Spring Street has relocated, some sort of office supply store.

A Copy Shop may be useful to not only students but local businesses as well.

A CVS or another pharmacy, or a dry cleaner/alterations.

An Electronics store would be nice. Barnes & Noble doesn't count. Plus they are way overpriced.

A few more restaurant options.

A full grocery store, Kroger or Publix because the current Walmart is too small to accommodate all of the customer's needs. Having a full grocer in the Square would make it easier for the students to shop closer to the campus without venturing so far off the campus.

A full pharmacy like Walgreens.

A good brunch place.

A good burger place would be great. Also, another restaurant like the Spence as another option for hosting business lunch/dinner meetings.

A healthier food option.

A healthy option - e.g., F20, something that delivers on campus.

A healthy restaurant which is not overly expensive.

A Kroger store

A little bit higher level barber shop, like Axiom Cutler Salon at 931 Monroe Dr NE Atlanta, GA 30308.

A mini grocery store could really come in handy; Walmart's food selection leaves a lot to be desired.

A more exotic selection would be nice, such as an Ethiopian restaurant, or a better bar selection.

A nail salon would be nice and a fast food place.

A nail salon.

A pharmacy or a grocery store.

A quick serve breakfast stand: biscuit sandwiches and coffee in the Centergy courtyard.

A restaurant centered on salad's (i.e. Fresh 2 Go, Dressed, etc.).

A restaurant like 6 Feet Under.

A restaurant offering to-go salads and more healthy options; Yogurt Tap.

A salad bar place such as Sweet Tomatoes.

A soul food restaurant, Chinese restaurant or a veggie restaurant would be great.

A space for food trucks.

Additional ATMs, please! Maybe Wells Fargo?



Although difficult to find retailers interested in taking a gamble (since you have 2 Starbucks locations, a froyo, and the Bookstore nearby), but a clothing retailer or a pastry/bakeshop would be nice. Having cupcakes and cakes for personal and campus events/parties would be awesome as the closest actual bakeries (excluding Publix) are on the Westside or off Peachtree. And then boutiques where students could buy comfortable clothing, shoes, or jewelry for an affordable price would also be nice.

An Apple Store

An Indian or Mexican restaurant (real food, not a chain) would be very welcome.

An Indian restaurant.

Another BBQ place would be nice.

Another coffee option other than Starbucks. More reasonably priced and healthy food options.

Another coffee shop would be great. Consider a Nero or Jittery Joe's or other more independent shop. The Starbucks stays very busy; often it is just too long a wait.

Another dessert store as well as healthy food restaurant that is economical for students, etc. (Jason's Deli, Au Bon Pain, or McDonald's).

Another pub.

Another restaurant.

Apple Store IHOP Hobbyist Aerial Drone Store GT Memorabilia and Art store Golden Corral Restaurant.

Arby's and McDonalds

ATM service and Post office service.

Bakery, Dollar Tree

Bar and grill

Best buy.

BestBuy GNC

Bigger Starbucks!

Bike repair shop.

Bike Shop

Breakfast place

Brew pub.

Bring back Tech Optical-they offered much better customer service.

Bring the Barbecue restaurant back.

Burger King

BurgerFi (best hamburger I've EVER tasted). Very chic upscale burger that I feel students would be drawn to.)

Can't think of anything.

Cheaper and more reasonable food venues. Everything in Tech Square is extremely expensive.



Chick-fi- A

Chick-fil-A

Chick-fil-A and Bojangles

Chick-fil-A, other Italian choices.

Chick-fil-A Pharmacy

Chipotle, Panda Express.

Chipotle

Clothing retailers like Gap and Old Navy.

Coffee shops.

Copying/printing

Corner Bakery & Cafe'

Costco or Sam's Club or Burger King.

Crossfit

Cupcake

Drug store-- CVS, Walgreens

Dry Cleaner

Dry Cleaner Jersey Mikes Healthy food option - Doc Greens, Vegan/Vegetarian restaurant.

Dry cleaner/laundry service.

Dry cleaners.

Dry cleaners. Lots of HR people in that area.

Dry Cleaning (if competitive).

Dry cleaning and alterations, especially if they had office pick-up.

Drycleaners;

Einstein

Einstein's bagel, Goldberg’s bagel or Panera Bread.

Faculty/ Staff gym

Fast Food choices such as Arby's and a franchise burger place like 5 guys. Want to pull a coup? Get an east coast In & Out Burger.

Fast food restaurant focused on healthy/organic food.

FAST service

FedEx/Kinko store. Please note that I asked a roomful of students and staff for ideas, and this was the consensus, mostly coming from the students. There is a UPS store nearby, but the students said the FedEx/Kinko offers printing type services they cannot get at the UPS store.



Floral/Gifts? (with an eye to college students).

Free parking

Fresh2order

Fryes

Good burger joint/Panera Bread.

Gyros Bro

Hamburger restaurant

Home Depot

I am giving feedback from 3 years ago, I have since moved to GTRI's facility at Cobb County and do not use campus services. But I do recall visiting Technology Square often before moving to GTRI CCRF-Cobb County Research Facility 3 years ago.

I can't think of any. The millennial generation is offered so much more than we were offered, and I'm glad that we are able to take advantage of that. No changes are necessary!

I don't know because I hardly visit Tech Square.

I feel that Chipotle will be a successful addition to Tech Square.

I feel that there is a diverse group of students on campus but the business at technology square is the opposite of diverse.

I have yet to use services provided in Tech Square.

I think a drycleaners would be very beneficial.

I think a restaurant focusing on light, healthy lunch food would be very successful. Something that sells soups and salads, like a Panera, would be great.

I think the services provided are sufficient.

I think the variety is good as is.

I think there is a good array already.

I would like to see some sort of service that allows you to possibly pay bills or purchase money orders or take care of financial matters quickly.

Ice cream

Ice Cream Nail Shop Dry Cleaners

Ice cream/dessert store

I'd really like to see more already successful local restaurants open a location here...for example, Figo, Taqueria del Sol, Verde Taqueria, Farm Burger, etc.

IN N OUT burger would do very well in Tech Square.

Indian food restaurant

Indian Restaurant :)

It would be great to have more ATM options, for Bank of America and Wells Fargo for example. It would also be great to have a fast food option.

It would be great to have something along the style of "fresh 2 order" or "dressed" for those of us with food allergies and intolerances. Many of the food selection at Tech Square retailers are gluten/wheat-based are soy-based.



It would be super to have a LOCAL coffee shop to complete with Starbucks, but now that there are two Starbucks, it's a hard sell. A pharmacy would be super. A small grocery with staples and sandwiches would also be nice.

Jamba Juice and Paris Baguette!

Joseph A. Bank; Arcade

Juice bar ...I think this would be a hit. Both for people looking for healthy options or a raw/vegan alternative, and also to refuel post workout.

Krazy Cuban Sandwiches I miss Ribs and Blues.

Krispy Kreme Doughnuts Hallmark Card Shop.

Kroger

Larger Walmart on-campus

Mailing and shipping service, e.g., Mail Box Store or Pak Mail.

Maybe a CVS or Walgreens that stayed open 24 hours or even if the Walmart could stay open longer that would be great!

Maybe some pop up restaurant in the square or beside west Peachtree.

More Chinese food is needed.

More dining choices.

More food

More food choices.

More food options.

More food variety options.

More gluten free options.

More healthy but satisfying options.

More name brand restaurants.

More places to eat.

More restaurant variety.

More restaurants.

Movie retailer, music store.

N/A


N/A

Nail Salon

Nail salon, cleaners

Nail shop burger place like five guys Applebee’s.



Neighborhood clinic urgent care Bike shop.

New Restaurants

No comment

None

None at this time

None of the retailers currently sell any fresh produce, so it would be good to have such an option on campus.

None!

Not any that I can think of.

Not sure

Office Supplies

Office Supply store

Party supply store

Penn Station Sandwich Shop

Pharmacy

Pharmacy-related

Pinkberry. ASAP. Not that other place.

Pizza

Places that are less "chainy" and more original. How about an Indian buffet place for lunch?

Possibly a dry cleaners

Post Office Extension/for pickup of Amazon boxes.

Post Office, UPS Store, Kinks or other inexpensive copy shop.

Printing service like Kinko's FedEx.

Probably a Dunkin' Donut to add to the coffee options there.

Publix, Tin Lizzy, Urban Outfitters.

Quiznos, higher end barbershop/salon, UPS store.

Reasonably priced hotdog (stand).

Repair of smart phones.

Salad & Fresh Fruit Bar

Salad/Soup style restaurant Restaurant/wine bar (for staff/faculty could walk to after work - seems most go to Marlow's due to lack of options).

Sally Beauty Supply Store, Pearly Vision or Lens Crafters.



Second-hand clothing store - like Buffalo Exchange.

Shoe Repair Shop Dry Cleaners.

Smoothie King or similar Five Guys.

Smoothie store

Some sort of evening entertainment besides food. Comedy club, jazz club, bowling alley....like tech rec but commercial.

Something like Jason's Deli?

Something similar to the Ferst Dining on campus.

Somewhere to get some select fresh groceries.

Sports bar

Steak and Shake

Sub/sandwich shop ala Firehouse

Subway

Tanning Salon Nail Salon

Target

Target, Kohl's

There are not a variety of dessert options.

Though I cannot conjure specific examples at the moment, I believe it would be beneficial to the Tech Community to increase the variety of offerings at Technology Square. Currently, there is a heavy dedication to food options, despite the numerous options on campus and in neighboring Atlanta. Perhaps students and others would appreciate an outfitter in the vein of Nike or REI. The "express" concept of Wal-Mart On-Campus could work well in limited space.

Trader Joe's or Whole Foods

UPS store, frozen yogurt or bakery cafe/cupcake shop.

UPS, Walgreen’s or CVS

Urban Outfitters, Panera Bread

Walgreens, CVS or some type of Pharmacy

We used to have an Office Depot that was located down the street from 5th street that closed down and relocated. As staff members we are also running to get office items for our department or the student organizations we help advice. Would love to have a store like that located closer to the school and possibly in tech square. OR it would be nice if Walmart provided more selections when it comes to office supplies.

Wendy's, Burger King, or Steak n' Shake.

What about Moe's? And the yogurt place?

What about some good food/healthy options? The Spence is great, but is only one place.

What about some healthy food options?!

Wider variety of restaurants.



Would it be possible to have a small food store that could sell fruit, vegetables, and some salads and soups? Like Metro fresh on Monroe and Virginia.

Yes

Yogi Mogli is great. Moe's too. A Panera there would be awesome.

Zaxby's

Zaxby's & American Deli



3. We would appreciate any comments you might have regarding your experiences with any of these campus retailers or restaurants.


Mixed or Impartial

We should be able to receive a discount as Tech employees who support the restaurants in Technology Square. I don't really eat up there because it is somewhat expensive.

3 years ago before I moved to the GTRI facility in Cobb County, the folks in Barnes and Noble were not very friendly, they did not greet or ask if we needed help. They just played around at the front cash register area.

Add another trolley in the afternoon (330-500) as many times, there's not enough room so people just don't want to walk to T-square.

All of the restaurants in Tech Square should accept Buzz Cards.

An easier way to get there might increase traffic into Tech Square from central and west campus. I just checked http://maps.gatech.edu/d7/drupal/, and apparently only the Tech Trolley goes into Tech Square from campus. Maybe a special dedicated campus to Tech Square shuttle would help students and staff know the transportation vehicle they see is definitely going to Tech Square and back.

Barrelhouse - I asked questions regarding the menu on a specific menu selection, but changed my order once the waiter answered my questions about the item. I chose another menu item off the list and the waiter never wrote anything down. He totally brought me the meal that I did not want that I asked questions about. Good thing it wasn't as bad as I thought and I clearly told him not to worry about it, as I was on my lunch break and didn't have time to wait any longer on another order.

Better seating and less wait time at restaurants, like the outdoor seating but most is so noisy and packed.

Broad selection

Chuck’s doesn't look as 'clean' as it used to be.

Comcast shop, UPS shop

Could use a crosswalk in middle of block between Centergy and GLC.

Discounts for employees.

Food locations should take dining dollars.

Free parking options would make this area more attractive to people across campus for lunch. I regularly eat out off campus because I know I can find a free parking spot.

Healthier choices

How about a store that sells small appliances.

I am not in Tech Square with any frequency.

I do wish Walmart opened at 7 instead of 8 so I could purchase items on my walk into work.

I don't use Tech Square much because I have to pay for parking there when I am giving business to someone.

I guess they are too far away from the main campus for me to utilize regularly...

I have to admit that I have not had many opportunities to visit the TS retailers though I would love to, it's simply a matter of managing the time during lunch without going over one hour.



I liked that you had somewhere like barrelhouse, but the food and staff are anything but GT. They were always rude, the food is tiny & lacking and it's way too expensive. I've not gone back.

I think Tech Square has a good balance of retailers that cater to students' needs. I think with the growth of employers in the area, it would be good to look at more services geared toward professionals not affiliated with campus.

I used to *love* Tin Drum, but the past two times I've been back, the quality of the food has gone way down. I don't plan on returning.

I was not pleased about Walmart coming in, and I don't enjoy the aesthetic their storefront creates. However, they do meet the need for a convenience store.

I wish there was something closer to IBB.

If you want Technology Square to bring more people to this location you better choices.

It would be great to have parking for takeout orders.

I've only used the bookstore in the past 12 months.

Love the variety offered as far as restaurants and retail establishments. I would like a more full sized Walmart :-)

More cafe shops are better.

More parking areas available for short-term parking. Parking on the streets and off-street parking is insufficient for the number of retailers in the area.

One of the things that keeps these businesses in Tech Square is the consistency in service and quality. Barrelhouse and Ray's are often inconsistent in both areas in my opinion, but students and staff know exactly what to expect from Tin Drum and Waffle House in terms of food and service.

Overall, it's pretty good. But nothing feels all that creative. And it feels very "busy" and not like a college neighborhood. And maybe I'm super spoiled about this, but things feel a bit pricey.

Parking is a MAJOR issue. Park Atlanta, even though friendly, is very aggressive with citations. Perhaps allowing validated parking (1 hour) with purchase from restaurant or retailer would be something to consider. Also, what about some covered and well lit bus stops for the trolley? The addition of the Walmart is great, and that of the Waffle House... although it is unfortunate, the Waffle House is often not very clean and I nor other coworkers frequent it much anymore.

Please add a Chipotle.

Please do something to deliveries/delivery trucks... i.e. make temp unloading zones out of regular parking spaces; limit delivery times; figure out ways to delivery via loading docks.

Please have the yogurt place take Buzz Card.

Since the place opened I use to be a regular customer at Waffle House; however, each time I ate there the price was always different even though I ate the same thing. Spoke with the manager and was told that they had too many options. This might be the case but if you order the same items you would expect to pay the same price. In my case it was a bacon and egg sandwich with a small cup of coffee. I've not eaten there in over a year now.

So far, I've visited most of the shops in the Square. I am very pleased with the service and variety each one offers. I have no complaints, but would like to see an eye care provider and a beauty supply store nearby. That would eliminate the inconvenience of having to take time off to go run errands for things I could do on my lunch break if they were located in Tech Square.

Some type of cheap restaurant that serve only pasta and/or salads.

The Tin Drum has really gone downhill over the last 18 months or so. The Barrelhouse sounded good but is overpriced and just not that good. A "tavern" really should have a good selection of beers, as well.

The Waffle House staff could be a bit more professional, courteous and friendly. Especially the A.M. staff.

This being the first time that a student may be away from home, and may be a little afraid to venture away from Campus.



To high

Unless you walk around, you really don't know what's there. Tech Square should do some promo to get consumers to explore the different options.

Validated parking.

Walmart is somewhat satisfied. There was a couple of times they were late opening and the employee was very rude and gave no explanation.

Walmart On - would be great, if they are able to accept BuzzCard.

Walmart on-campus didn't open on time when i was there, saw the employee inside getting ready, but she wasn't opening the store. Eventually i just had to leave to attend a meeting later.

We need a good Indian place!

We need more restaurants.

While i love waffle house the customer service at the one on campus is abysmal. It's super slow when the place is hardly busy.

With regards to Starbucks, would appreciate additional help working particularly in the mornings during peak times...a lot of times the staff is very stressed while the line is extremely long...

Would be nice if buzz cards could be used on both sides of the street.

Would love to see 15 minute free parking for GT employees. That is why I do not travel to that end of campus often.

Would use them if they offered validation for parking.

Negative

Parking is too expensive and too much hassle. Give GT parking pass holders who display a pass a free 90 minute allowance on street parking.

Parking. Parking. Parking. always an issue

Reg. Chuck's Famous....I went into the restaurant one day just prior to lunch and noticed that one of the kitchen staff was using their bare hands to handle the meets. I immediately left and did not return. This is very unsanitary and is indicative of a lack of or absence of training regarding food handling. Reg. Barrelhouse...the customer service overall has not been great. It has not been due to more customers than servers, but appears to be lack of a willingness to service 'all" customers. Maybe it was just the few times that I visited, but it's not highly on my list of places to dine.

Sushi place is not very good.

The retailers do not provide good value for the money spent. That is the primary reason I do not visit most of them.

The Spence sucks.... Get us a new restaurant that we can take visitors that makes us proud.

Too far from main campus

Positive

All the retailers are great people that really care about GT and being part of the community.

Anything that is fast service and quality of food is great for staff who only has a certain time for lunch.

Enjoy all the retailers on Technology Square.

Good focus of retailers on target population's needs.

Good in general.



Great services.

Gyro Brothers very satisfying.

I am very happy with the current service at Tech Square, in general there is variety in restaurants, and with the Walmart On-Campus a grocery for emergency shopping.

I don't get to Tech Square much but when I do, it is nice to have such a variety of options.

I like Gyro Brothers.

I like having access to this retail space on campus!

I like it.

I love having the Walmart on campus, great store for students and faculty, staff.

I love the addition of Waffle House and Walmart On-Campus.

I love the Gyro Bros. Moe’s is good too.

I love Tin Drum. Hope it stays.

I really appreciate being able to use my BuzzCard at Tech Sq.

I really enjoy going to Tech Square. It is kept clean and is really nice to walk around in.

I think it is a good mix.

I think the retailers are fabulous and provide a great variety of options for students; faculty; staff and general visitors to the area.

I work at the complete opposite end of campus so I've only made the trek a few times. However, I think the area is awesome, with useful retailers displaying a vibrant energy; Tech Square is truly something Georgia Tech should be proud of.

It's great! What a neat spot!

Nice job. Reasonable pricing for location and convenience.

Pretty good at the moment.

Subway has a good $4 special.

The retailers are great. I appreciate that more research is happening to create more value on campus.

They are very convenient especially because of the Tech Trolley.

Tom Drum is the best in terms of quality and service. It is very handy having the Walmart and a variety of restaurants.

Very convenient, friendly services

Very good selection of items in the Tech Bookstore.

Very good services.

Uncategorized

N/A




NA

No comment

None

None at all

None at this time



APPENDIX N: BARNES & NOBLE @ GEORGIA TECH BOOKSTORE

1. If you have visited the Bookstore within the past 12 months, please rate your satisfaction with the following aspects of your experiences:

Item 1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied




Not Applicable

Average Total



Speed of checkout lines 1% (4) 3% (13) 3% (17) 17% (86) 47% (238) 29% (146) 4.51 504

Availability of new textbooks 0% (2) 0% (1) 3% (14) 3% (15) 8% (41) 85% (424) 4.26 497

Availability of used textbooks 0% (1) 1% (4) 3% (15) 3% (14) 7% (35) 86% (427) 4.13 496

Availability of electronic textbooks 0% (2) 0% (0) 3% (15) 3% (14) 6% (32) 87% (432) 4.17 495

Competitiveness of pricing 5% (23) 10% (52) 11% (55) 19% (94) 11% (57) 44% (220) 3.39 501

Usefulness of the web site 1% (5) 4% (20) 7% (33) 13% (64) 14% (67) 62% (305) 3.89 494

Overall satisfaction with the Bookstore 0% (2) 2% (8) 6% (30) 26% (129) 38% (189) 29% (143) 4.38 501



2. Where did you purchase most of your textbooks this semester? (NOTE: Consider throwing out this question – employees don’t buy textbooks)


Barnes & Noble @ Georgia Tech 25 4.9%

Engineer's Bookstore 1 0.2%

Online 31 6.1%

N/A (don't shop for textbooks) 446 87.6%



Professional Texts & References purchased on Amazon

Did not purchase text books

None

N/A

I bought books to go with my class - GT provides the books for courses I teach

Did not purchase



3. How familiar are you with the digital textbook reader/application Yuzu by Barnes & Noble?


Very familiar – I use it all the time 4 0.8%

Somewhat familiar – I have tried Yuzu by Barnes & Noble and have purchased a few e-textbooks

13 2.6%

A little familiar – I have heard of Yuzu by Barnes & Noble, but I have not used it

20 4.0%

Not at all familiar- This is the first time I’ve heard of Yuzu by Barnes & Noble

467 92.7%

4. How well do you feel the Technology Store within Barnes & Noble provides for your technology needs?


Very well – I can always find what I need 71 18.2%

Adequately – I can usually find what I need 271 69.3%

Poorly – they rarely have what I'm looking for 49 12.5%

5. Do you know about our in-store repair service for most brands of computers?


Yes, I have used it 27 5.3%

Yes, but I've never used it 127 25.1%

No 352 69.6%



6. Which of the following items have you purchased from the Bookstore online through shopgatech.com? (Check all that apply.)


Textbooks 15 2.8%

Apparel or gift items 92 17.4%

School Supplies 18 3.4%

Computers 38 7.2%

I have never purchased anything from shopgatech.com 355 67.1%



I ordered a Mac online through the Bookstore. No idea if it was shopgatech.

N/A

Kid books

Gift items, etc.

Books

None

Gift cards

None

N/A

Was not aware of shopgatech.com



7. We would appreciate any additional comments you have regarding your experiences with Barnes & Noble @ Georgia Tech.

Open Text Response

Mixed or Impartial

Apparel prices are ridiculous which is why I rarely head to Barnes & Noble.

Better event space needed.

I believe you should offer deeper discounts on merchandise for purchase by faculty and staff. 20% twice a year isn't conducive to do much shopping there.

I don't use the Tech Store, no option for this. Also I usually make a trip to the book store to buy stuff rather than use the website. I have found, historically, the website does not have the full breadth of apparel and knickknacks that are actually present for sale in the book store.

I have shopped for children's books and travel books in the past 12 months and had to go elsewhere b/c the GT store did not have much of a selection.

I have visited the Bookstore only twice, both times to purchase a book for leisure reading.

I rated the technology store as poorly due to the cost of products compared to any other store available. The staff are great.

I wish the Technology store would work on iPads and iPhones.

I would like more options of Ga Tech professional clothing for staff.

Is it possible to purchase items from the Barnes and Noble (i.e.: through shopgatech.com) and have them delivered via internal mail?

It seems fine. The Georgia Tech clothing and memorabilia is pretty steeply priced.

It seems like the computer and electronics section is very Apple-centric, which is OK with me except where phones are concerned. I use an Android phone, and an inordinate amount of display space is specific to IOS devices. Also, Apple mice completely suck. Would it be OK to stock other brands (e.g. Microsoft and Logitech) which work very well with Apple computers?

It would be nice to have the online store show everything that Barnes & Noble @ Georgia Tech carries in the store with current prices and options. Offering online purchase (but make it easy for purchase with a pcard - no tax (when purchasing online) with in store pick would be a really great feature.

Need more GT clothes - like the State Champs shirts, and better pricing!!

Needs a bigger selection of books.

Not competitive. I buy textbooks from Amazon or EBay.

Pricing is high. Apparel selection is good. Wish there were more options a Burdell's in Student Center. It is more convenient.

Sorry to say I don't shop at the bookstore. In the past I've found it to be too expensive to afford on my GT salary.

The main GT bookstore should be on the main campus.

The non-text books do "not appear" to be very competitively priced.

The pricing of GA Tech items is steep.

This is the first I am hearing of shopgatech.com. I kept thinking there ought to be a website where I could purchase what is the B&N bookstore but was not aware of this site. I will check it out.

Negative



Apparel is very expensive

I find the store very expensive.

I'm staff, not a student, so I don't need textbooks. The books I would be interested in are overpriced. I would just go to Amazon for what I need. The apparel is even more overpriced. My guess is that the Barnes & Noble is not nearly as appreciated by staff as it is by students, which is fine, if you're okay with missing the majority of its potential market.

Text books should be much cheaper. The campus bookstore should have the best prices not the worst.

The Georgia Tech apparel sold at B&N is outrageously expensive. I imagine only parents of students and the occasional alum take the opportunity to buy GT apparel here.

The only comment I will add to the Barnes & Noble bookstore/Tech Square is how hard it is to call the store and get accurate and fast help. Every time I have called the store the level of service is not good (long hold times, the folks that can help me are not there, and quite a few times I called during open hours and the phone rang and rang and rang)....this is not good.

The prices are EXTREMELY unaffordable. There are some nice business GT shirts there and the cost is $74.

The repair service is a pain because you can only leave your computer for repair if the technician is actually there. If s/he is out to lunch or something, then you have to wait for him/her to return. Just to leave it. That is pretty bad service.

The tech repair services are really slow and they seem very overwhelmed. They need more staff... or at least a receptionist who can give you an update on the status of your computer repair.

The website does not feature many items.

They don't always get books I order for class in on time and they aren't very good at communicating when said books will be available.

Why were the seats and tables removed? This change made the place much less friendly and my family hasn't spent much time there since it happened (my kids used to love shopping there).

You can go to any retail store in the area and beat the B&N prices bay a factor of 50% or more. The computer store is an "apple store rip off and offers a tiny selection and no components or software and the prices for things like thumb drives are through the roof.

Positive

I appreciate that we have a Barnes & Noble on campus since it is less visible in other parts of the city.

The bookstore's atmosphere is quite appealing.

Very Nice.

Uncategorized

Can't think of any

I have never used the Technology Store in Barnes & Noble, but there wasn't a choice to reflect that.

N/A

N/A

No

No comment

None



APPENDIX O: DINING SERVICES

1. Select the one Dining Services retail operation that you frequent the most.

Count %

Ferst Place (Third Floor, Student Center) 51 9.3%

Starbucks (Clough Commons) 44 8.0%

Student Center Commons (Chick-fil-A, Taco Bell, Subway) 156 28.4%

Student Center Food Court (Second Floor) 116 21.1%

Highland Bakery 72 13.1%


2. Please rate your satisfaction with the following characteristics of Ferst Place (Third Floor, Student Center):

Item 1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied




Not Applicable

Average Total

Food quality 6% (3) 4% (2) 0% (0) 30% (15) 60% (30) 0% (0) 4.34 50




Overall satisfaction with Ferst Place 6% (3) 2% (1) 6% (3) 35% (17) 51% (25) 0% (0) 4.22 49



3. Please rate your satisfaction with the following characteristics of Starbucks (Clough Commons):

Item 1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total

Food quality 0% (0) 5% (2) 2% (1) 34% (15) 52% (23) 7% (3) 4.44 44




Overall satisfaction with Starbucks 0% (0) 2% (1) 5% (2) 36% (15) 57% (24) 0% (0) 4.48 42

4. Please rate your satisfaction with the following characteristics of Student Center Commons (Chick-fil-A, Taco Bell, Subway, Panda Express):

Item 1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total

Food quality 1% (1) 4% (6) 4% (6) 30% (47) 61% (95) 0% (0) 4.48 155

Variety of items offered 1% (1) 5% (8) 8% (13) 41% (63) 45% (70) % (0) 4.25 155



Overall satisfaction with Student Center Commons 0% (0) 4% (6) 6% (10) 41% (63) 48% (75) 1% (1) 4.34 155



5. Please rate your satisfaction with the following characteristics of Student Center Food Court (Second Floor):

Item 1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total

Food quality 1% (1) 4% (5) 3% (3) 35% (40) 57% (66) 0% (0) 4.43 115




Overall satisfaction with Student Center Food Court 1% (1) 5% (5) 5% (5) 37% (41) 53% (58) 0% (0) 4.36 110

6. Please rate your satisfaction with the following characteristics of Highland Bakery (Bradley Building):

Item 1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total

Food quality 3% (2) 7% (5) 6% (4) 18% (13) 67% (48) 0% (0) 4.39 72




Overall satisfaction with Highland Bakery 4% (3) 6% (4) 4% (3) 30% (21) 56% (39) 0% (0) 4.27 70



7. Select the one Dining Services community restaurant that you frequent most often.

Count %

Brittain 11 2.0%

North Avenue 91 16.9%

Woodruff 14 2.6%


8. Please rate your satisfaction with the following characteristics of Brittain.

Item 1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total



Food Quality 0% (0) 0% (0) 0% (0) 50% (4) 50% (4) 0% (0) 4.50 8




Overall satisfaction with Community Restaurant 0% (0) 0% (0) 0% (0) 50% (4) 50% (4) 0% (0) 4.50 8



9. Please rate your satisfaction with the following characteristics of Woodruff.

Item 1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total



Food Quality 0% (0) 8% (1) 0% (0) 38% (5) 54% (7) 0% (0) 4.38 13





10. Please rate your satisfaction with the following characteristics of North Avenue.

Item 1 - Very

Dissatisfied

2 - Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total



Food Quality 1% (1) 6% (5) 4% (4) 26% (23) 63% (56) 0% (0) 4.44 89







11. We would appreciate any suggestions or comments you have regarding Dining Services.


Mixed or Impartial

Bring back some wholesome choices in the SC Food Court.

Chick-fil-A should offer their normal menu options, i.e., wraps, more salad options.

Comment 1: I love the staff $5 Fridays BuzzCard option. Several of us where I work make it a point to go to Woodruff on Fridays because of this offer. Comment 2: The main reason I gave "Food quality" a 4 instead of a 5 is the pizza is horrible. Too greasy and soft. Comment 3: The food trucks were a great idea!

Create fast options for people on the go. Express lines for people who want to buy one premade thing.

Dining services closer to the people who are farthest away on campus from the services. Sometimes you don't have the time to wait for a stinger or trolley and you want to be able to walk to a place purchase your food and go.

Due to dietary restrictions, I bring my lunch. The only time I go to any of the listed restaurants is when my office has a staff outing. Those times, I can say the food was excellent, facilities were clean and well kept, and the service staff was friendly and courteous.

Dunkin Donuts is awesome, but again, wait time is an issue, more healthy choices, rather expensive.

Employees should be more educated on food allergies and be able to answer questions regarding them more confidently.

Hours of operation on Fridays should be extended past 5PM.

I am an employee; I don't really eat on campus.

I just bring my own food.

I love Highland Bakery but I don't eat there as often as I would because some of their menu item are rather pricey for a college campus.

I stopped using the community restaurants because they were often closed (special/irregular hours, etc.) when I was hungry.

I think North Ave dining hall is ok but I think it's fairly high priced compared to the quality of the food.

I typically visit Ferst place once a week on the same day of the week. I notice that a lot of the same food is served on the same day of the week, especially in the action station. I also miss the tuna salad that used to be available in the salad bar.

I wish Chick-fil-A sold chicken mini's! Also, Woody's dinner is delicious! But sometimes, there upstairs area is not clean.

I wish the line for the hot stir fry wasn't always so long.

I would like to be able to take out lunch from the Ferst Place dining facility.

Increase options for CCRF.

It should be easier to pay for a group at Ferst Place with a funds transfer.

It would be great if we didn't do business with a corporation that's known to funnel money to anti-LGBTQ businesses. I'm looking' at you, Chick-fil-A. That is in conflict with Tech's non-discrimination policies, surely.

It would be nice to have something in the Student Center like Zoe's Kitchen that offer fresh healthy food options. A lot of the current food options are tasty but over processed and unhealthy.

Lines are long, but they move quickly for most. CFA is very fast!



Love the staff appreciation days for North Avenue Dining Hall. It too expensive to visit on other occasions. When I do visit, I am very impressed with the food, selection, and service.

Management somewhat is visibiable, there are standing in the middle of the floor and won't move out of the way and you have to walk around with trays in your hand. But when you need them they can't be found. This has happen on the second floor a few times.

More on campus restaurants! We need more options and in more areas on campus.

Need a "satisfied" category rather than "somewhat satisfied." Highland Bakery is too expensive!

Need more eateries within the Commons area to avoid very long lines.

Please bring back a dining option in the GT Library.

Please make unsweetened sparkling water more widely available on campus--i.e. in food court, vending machines, catering options, etc.

Some options feel a little expensive. But overall, it's pretty good.

The food could have more to pick from and not just fast food.

The new Faculty/Staff meal plan is wonderful. I feel like I am getting my $5 worth on Fridays and it is a great time to bring a student or co-worker to lunch. The food quality is a bit better, however it still needs work - less fat on the meat and clean lettuce. Two additional areas to improve upon is the upkeep & odor in the female restroom and fixing the A/C. The facility gets uncomfortably hot for both diners & their staff. The majority of staff are extremely friendly and will go out of their way to assist you. Unfortunately I have heard a few employees using foul language on occasion. This is completely unprofessional and inappropriate in an educational setting. During the semester I had a chance to eat in Brittain dining hall and was very disappointed to see that some of the amazing desserts were being sold for an additional fee. This is too much when we are already spending $10. The stir fry at North Ave is amazing!!

There needs to be food options on the weekends and the Subway are still too long.

Usually can't afford to eat there.

Variety it seems the same items are being offered.

WDF is on it most days. Got a bit shaky right before spring break though.

When I worked on campus before moving to GTRI-Cobb County, I frequented Student Center Commons most and sometimes First Place with friends to celebrate a birthday or other occasion.

While newer, the furniture in NA CR is in need of rework. Several of the tabletops are damaged (burned/scratched) and most/many of the upholstered seats are dirty or damaged in some way. It would make sense to convert all too wood seats such as those on the tall chairs. Same for Woodruff - all of the tables are wobbly.

You ask for a rating for visibility of management staff at the North Ave Dinning Facility, I can honestly say I have NEVER seen a member of management.

Negative

Dining choices at Ferst have become boring and repetitive. Too many carbs on the same day and fish served too many days of the week.

Ferst Place is HORRIBLE........the entire student enter food area provides little in the way for older employees to eat in a healthy manner....

Ferst Place has become a horrible dining experience, to the point that I now schedule two hour breaks for taking visitors off campus and avoid dining there. In 2007 when I started eating at Ferst Place was nice: the food was genuinely good, the salad and dessert options were great. I remember the "themed events" were just really great dining experiences (ice-cream Sunday bar?! banana foster dessert?!) Over the years, the model changed and still the food was decent enough to warrant visiting for convenience. I used to eat lunch up to 4-5 times a week at the Ferst Place. This year, the food is just plain horrible (inedible meat, side dishes that are boring and always the same...undercooked/raw vegetables, polenta that is tasteless with pretty much not any sauce, the salad bar is worse that the



equivalent in the Food Court, and the dessert is pretty much always the same old gooey cobbler with too much sugar and canned fruit...or leftover cakes from some other event on campus!). The service has been equally bad. More often than not, there is nobody is cleaning the tables, even if the wait line is growing, empty food trays are not filled, the fruit salad has pretty much disappeared from the salad bad and pretty much none of the service staff cares about the customers. We stopped tipping (TIP= To Improve Performance! No performance means to tip!). Seriously, bring back one of your old good managers, your knowledgeable service staff and a decent chef!!

Ferst Place needs to be significantly improved. Especially we always arrange visitors, such as faculties from other universities for seminars, interviews, to have lunch there. This is a place does not match the standard of our institutes. There were several times I felt embarrassed with visitors there. Long waiting time, rarely attended, if I can have a choice which is a little bit more convenient for a given tight schedule, I won't be there. One of my colleague just claimed yesterday that he won't be at Ferst place anymore. We have many visitors every day, could we just simply have a different place only take reservations with better service so we do not need to embarrass ourselves all the time with visitors?

Ferst Place service has gone down. There is always a long line and once inside, it's very difficult to get drink refills. In the past my office would take all of my visitors to Ferst Place due to the quality of service. Now we go off campus.

Fruit and veggie trays are pricey.

Highland is far too expensive and -- why are there so few tables???

Highland staff are very friendly and accommodating. The food is not great and a recent incident that a colleague had with the manager has made me decide to stop patronizing the place. She purchased a tuna sandwich that tasted spoiled. The manager said that she had one earlier and that is wasn't spoiled, and would not give a refund. POOR customer service! It's convenient for me but I will not patronize a place that doesn't appreciate its customers.

I am now boycotting Highland Bakery. Their management is rude, their service is ridiculously slow, and everybody who works in their acts like they could care less about their customers. I was one of their best customers, but enough is enough. I will walk over to the Student Center before I go back into Highland Bakery.

I don't know that there's anything to do at busy times, but lines are so long that I end up not coming many times when I would like to get lunch and end up ordering a food delivery rather than getting lunch on campus. I've also stopped going to Highland Bakery altogether b/c its takes way too long to get food and I've had too many bad experiences.

If you had more coffee shop options on campus with later hours then Starbucks would not be flooded with guests - it is always a very long wait - also, with type of sales they have - they need to staff like busier Starbucks do - 2 people running hot machine instead of just one - the wait is a bit unacceptable - what happened to Highland Bakery in the Library after 4pm?

Let the coffee cart in the college of architecture and the college of computing take dining dollars. It is absurd that they are run by the highland bakery (which takes dining dollars) and they take BuzzCard but not dining dollars. Even the food trucks take dining dollars.

Limited choice. High prices.

Something needs to occur with process flow through the common food areas. Chick-fil-A takes orders and then calls out what you ordered. This works great if there is only a few people waiting for orders. It becomes a problem when 5 out of 12 people ordered the same item. There are numbers printed on the receipts. Why don't they call out the order numbers? Back to process flow: Some days you have 2 people working the food counters during rush hours. This creates an issue as they end up running the food after they ring it up. Time would be better spent with dedicated runners and additional order takers to move the process along. Taco Bell is a horrible experience. The wait it too long for the type of food being delivered. The manager at the Chick-fil-A (female that works the register a lot) is rude and gets completely frustrated when her team is under-performing. I've watched her reprimand customers after she rang up the order incorrectly accusing the customer about not being specific. When someone asks for two Chick-fil-A sandwiches, I think it's pretty straight forward. She scolded the young man by saying he didn’t specify the meal or just the sandwich. Retraining with an emphasis on customer service would be a great start for her.

Student Center is just too crowded, dull selections, and always a guess as to when things are open. Tech is way behind other schools on dining options.

Taco Bell employees are SO SLACK and slow. Poorly managed.



The food seems very expensive and Catering is terrible.

The food service area is TOO CROWDED!!!!!!

The ONLY change I would make is with the Starbucks staff at Clough Commons....the line is ALWAYS ridiculously LONG....all the time. Please consider looking at incorporating a time management analysis to figure out what is wrong there and fix it.

The wait at Starbucks can be insane; they would benefit from more staff.

There is a lot of difficulty with intake at Ferst Place over the last year, with the person who takes payments sometimes being also required to seat patrons or general confusion as to how to get everyone seated by the person at the door. This results in long lines at the door, at least on Thursdays which is the only day I visit.

Positive

Before I changed jobs on campus I would frequent Starbucks weekly and I love the young men and women who work there. They are models of customer service and should be commended for what they do daily. My above ratings reflect my now regular weekly trips to Ferst Place.

I absolutely love the salad bar at the Food Court - they do an outstanding job.

I absolutely love Twisted Taco.

I do like the Panda Express and Twisted Taco. They officer a good variety and add a different option for dining that is welcome. I've had good experiences at both so far and the food has been very good.

I have used the food court a couple of times since it was updated, and I think it has improved.

I like Coffee Snobs in IBB.

I love the food from Zaya and highland bakery. The service at Chick-fil-A is beyond outstanding! The ladies there really care about the students and remember things about them, ask them about their tests and show them they care. Highland bakery is great as well!

I really appreciate the food trucks on campus. I would definitely frequent a place that provides light, healthy lunch options.

I really like Highland Bakery. it’s one of the few places on campus where you get can get decent food fast without all the crowds.- yet they are still doing a decent business from what i can tell.

Keep the new places coming! I love summer because it always means new food.

Love Starbucks.

Love the cafe in IBB.

Love the occasional half price for staff days.

No complaints. At best - great! At worst - still well above average!

The cashiers at the student center are as sweet as can be.

The cashiers at the student center are the sweetest and most professional. Really enjoy them.

The salad/soup bar is great, and the new options are definitely welcome in the food court.

The staff at Highland Bakery is exceptional, and so is the food. Full marks!



APPENDIX P: BUZZCARD CENTER

1. Do you currently have a BuzzCard?


Yes 533 95.7%

No 24 4.3%

2. Please rate your satisfaction with the following items:

Item 1 – Very

Dissatisfied

2 – Somewhat

Dissatisfied


nor Dissatisfied



Not Applicable

Average Total



Number of locations that accept the BuzzCard

1% (6) 2% (9) 7% (39) 17% (94) 40% (215) 33% (181) 4.39 544

Office hours for the BuzzCard Center 2% (9) 6% (35) 9% (48) 16% (89) 33% (183) 34% (184) 4.10 548

Convenience of making BuzzCard deposits 1% (6) 2% (12) 5% (28) 12% (63) 34% (188) 46% (248) 4.40 545

Convenience of the Value Transfer Stations 1% (7) 2% (12) 6% (32) 8% (42) 19% (104) 64% (345) 4.14 542


Overall satisfaction with the BuzzCard program

1% (4) 2% (10) 9% (47) 23% (123) 45% (241) 21% (113) 4.38 538



3. What is your preferred method to contact the BuzzCard Center with questions and/or issues? (Check all that apply)

Count %

Phone 180 25.2%

Email 335 46.9%

Social Media 5 0.7%

Walk-In 173 24.2%

Other 21 2.9%

4. If you visit the BuzzCard Center, what is usually the reason for the visit?

Count %

Door access issues 41 8.8%

Meal plan / dining questions 24 5.1%

Passport photo 7 1.5%

Purchase a MARTA pass 35 7.5%

To obtain a replacement BuzzCard 161 34.5%

To obtain initial BuzzCard 148 31.7%

Other 51 10.9%




Ask another BuzzCard user or go to website

Don't know

Have never had to contact them.

Have never contacted

Have never had to contact them

Haven't had issues with BuzzCard to use any of these services

Help Requests

I don't use the BuzzCard Center, since I work with GTRI

If you need a card, you have to take off work and go across campus. This is not convenient to those of us that work the same hours on campus. Could they not be open late 1 day a week?

Interactive website

Online chat

Website Ticket

Working for GTRI, my card was issued in CRB and I have never contacted BuzzCard

5. How likely would you be to use a mobile app to make deposits to your BuzzCard account and check your balance?

Count %

Very Likely 188 34.7%

Somewhat Likely 143 26.4%

Not Likely 211 38.9%

6. What other services or venues would you like to see the BuzzCard used?


Access to SDK and API for buzz card for lab develop.

Add Value Transfer Stations to GTRI buildings on campus (and 14th Street).



Additional vending machines that accept BuzzCard would be great. I always seem to be near locations with machines that aren't equipped.

All campus venues; food trucks, etc.

Any dining option on campus or at Tech Square.

Can't think of anything.

Centergy vending machines. I just don't carry cash.

Discounts

Discounts in Atlanta Businesses.

Everywhere on campus.

Gyro King

Highland bakery

How about using the BuzzCard in combination with USG Perks as a discount card at local retailers?

I don't have any services or venues.

I don't use my BuzzCard for purchases.

I don't use the BuzzCard for any purchases.

I have no need to deposit money on my card

I'd like to use it to pay at the vending machines in TEP.

It does not matter to me.

It seems to be accepted everywhere, so I can't think of any additional places.

It would be great if you could get the place on the Centergy side.

It would be nice to have one webpage dedicated to all the benefits/GT discounts you can get by showing your BuzzCard at various locations in Atl.

It's a big ask, but how about a tap-to-pay Android BuzzCard app?

Later office hours.

Marta card

More awareness about business/restaurants outside of campus that accept buzz card or provide discounts to GT Buzz Card holders.

More BuzzCard deposit stations.

More discount programs.

More restaurants

More restaurants on the west side of campus.

N/A

N/A



No comments

None

None at this time.

None I can think of.

Off campus. Kroger, Publix, Walgreens.

On the other side of Tech Square.

Other side of Tech Square retailers.

Parking garages.

Payments for online purchases at the CRC.

Put the card on the smart phone like some credit cards are doing.

Restaurants around campus outside of tech square. obtain some community buy in.

Retailers in Tech Square.

The hours for the Buzzcard Center are not convenient for me to pick up my bus card. The location of the BuzzCard center is very nice but NOT convenient for those working on the other side of campus. It would be most helpful to have a small service station for those to pick up monthly bus passes also at the Student Center. The Student Center is more centrally located.

The mobile app to make deposits would be nice as I normally keep just enough on my BuzzCard for parking fees.

The vending machine near Highland Bakery.

Unsure

Vending machines in more buildings.

Wal-Mart

Wal-Mart at Tech Square.

Wing Nuts

Would be nice if all restaurants in tech square accepted the BuzzCard for payment.



7. We would appreciate any additional comments you have regarding the BuzzCard.


BuzzCard deposit machines (in Student Center) are a bit unreliable - sometimes accepting cash, sometimes don't (same with credit card).

BuzzCard hours and not in line with when the students are in. For instance, during the week they are open until 4:30 they could extend those hours. But they are open all day during spring break and summer when most students are gone. It seems there should be some balance open later and more convenient when school is in session and open less when they are not. I am sure those folks in the BuzzCard center need a break and get burn out as well.

BuzzCard office hours should be extended, especially at the beginning of semesters when students encounter problems and need to visit the office. This past semester was a prime example when faulty BuzzCard were issued and students only found out when trying to use them at the library, but it was often past the time the office was open and they had to wait until the next day.

Don't really understand the differences/advantages if any of Buzz account over Faculty/Staff account.

Easier for off campus (CCRF) folks to get replacement cards.

Expense! Lack of free card accessories...

Faculty /staff should have some free meals as a benefit and compensation for their hard work throughout the year. ResNet employees and certain other employees get free meal vouchers and/or discounts so why not housing employees like maintenance and custodians. They are the ones who keep the campus clean and well-kempt so that students are comfortable.

Great job keeping everything updated.

GTRI issues our own BuzzCard, and therefore no longer interact with the BuzzCard center.

Have not used process.

I am very pleased with the program in general.

I believe this was already addressed, but if the hours haven't been extended before 8 am or after 5 pm, it's difficult for faculty and staff who work traditional hours to come over, leaving only our lunch break to take care of any business.

I didn't know you could get your passport photo there. You should advertise that more. The people at the BuzzCard Center do a fabulous job. Their turnaround time is excellent for new ID numbers.

I do not currently participate in the BuzzCard program.

I do not trust the BuzzCard as a holder of funds or need that. I only use a BuzzCard as an ID.

I emailed the BuzzCard center about a question regarding money on my account. I never heard back from them.

I enjoy the current convenience of the BuzzCard but there are lots of times when the BuzzCard does not work on campus and there is no possible resolution to the problem because when I am on campus the office is closed. I am one of those people who does not carry cash and the inconvenience of not having the funds available on my BuzzCard when I need them is irritating. So, I would like to see an extension of the hours of operation so that those on campus late evenings/overnight can have access to some assistance when needed.

I haven't seen much publicity lately and have stopped putting funds on the card. Instead I use a credit card.

I really haven't used those services in some time. I haven't added money on my buzz card in a while, but there used to be a delay with funds getting on the card. It would be nice if it was immediate if you added money from a debit or credit card. That may have changed now, though. And it may be that money you add online, goes on the card immediately. - I’m not sure how it works these days.



I really like my BuzzCard.

I think it a very useful program. And I do use it. However, I have notice a trend. People are starting to brown bag their lunches, Universal complaint eating on campus is too expensive and there a very little incentives. Love the $5 dining hall Fridays. People seem to be excited about that. Oh the coupon book.

I think it's great that the staff receives discounts associated with the BuzzCard and that BuzzCard are accepted at the food trucks.

I visited the BuzzCard Center to get a replacement card. After receiving the card, it did not work for my building access (Wardlaw). It took a LOT of back and forth between our bldg. manager and the GTPD to get things worked out. I don't think the BuzzCard center was able to assist with this for some reason. It was a pain. After several days, the card finally starting working.

I wish they stayed open until 5:30. I never get to catch them before they close because I don't get off until 4:30.

It is difficult to get a response from items sent to [email protected], which causes you to email contacts directly. But that defeats the purpose of emailing a general account.

It would be helpful if the BuzzCard Center stayed open until 5PM or later, getting to this location to pick up travel pass after work hours can be difficult. Thankfully I do have flexibility to pick up my travel pass during the day, but I do not think everyone has that option.

It would be nice if the Center actually had the ability to make passport photos, not just advertise the possibility of making them. In my eight years at Tech every time I stopped by to take passport photos I was turned away with the explanation/excuse that they can usually make them, just not today due to lack of some mysterious piece of equipment.

It would be nice to have my GRTA passes sent through inter-office mail. My office is located at GTRI HQ, which is on 14th St, and it is difficult and time consuming to get to the Buzz Card center before 4:30.

It would be very helpful if there were more kiosks to make deposits to the BuzzCard.

Last March (2014) I tried reaching the Director of the BuzzCard program, Don Smith, and he would not return calls or e-mails. I tried and one of my staff tried. Not customer friendly at all.

N/A

N/A

N/A

New office location is not convenient. It is too far away from the main campus.

No comments

None

None at this time.

Nothing

Our transgender students should not have to pay to have their name and picture changed on their BuzzCard after a legal name change. They face significant financial hardship as it is and that extra $25 is too much for many of them. I spoke with a staff member in the office to request that she waive the fee for a student in need and she was unsympathetic. She eventually relented but the unwillingness to understand this critical issue of student safety created a hassle on my part.

Overall, very satisfied. An issue with setting up my monthly MARTA Breeze card was quickly remedied by this office. This team went above and beyond for me.

Please create / install a box at BCC for depositing found BuzzCards.

Please make a mobile version of the BuzzCard website!

Post the new location of the Deposit stations at the old sites. Where has the station moved???



Since I'm an employee, I don't really use money on my BuzzCard so I would not be an appropriate as part of a sample set.

Some time it doesn't give you excess to buildings.

Sometimes the Faculty/Staff Meal Plan doesn't register or the users are confused about how to access. I've had to produce other forms of payment several times due to this.

The BuzzCard program is convenient, especially for campus activities when you don't want to use a credit card.

The hours of operation are not convenient especially since they were moved clear across campus to Tech Square.

The location at Tech Square is inconvenient for the majority of campus.

The location is not ideal, I wish you would move back to the center of campus. Donald is spread too thin and does not return email messages in a timely fashion.

The MARTA discount isn't very good at all; it would be great if it was better and recognized that faculty tend to be on campus 3 or 4 days a week (so monthly passes aren't financially sensible).

The minimum cash deposits at the transfer stations should not be $20.

The new web site is much easier to use.

The staff (Lynn and Sophia) are very nice and accommodating with my drop-ins since I escort both faculty and staff there to obtain cards.

The website is hard to navigate. I always forget how to manage my BuzzCard and add funds.

Unhappy that minimum credit amount to add at value stations went up to $20.

Weekend hours.

When I needed a refund on my card because of a vending machine not delivering a product, it seemed really complicated and required email and calls. It was impossible to do anything using my phone - it was a pain.

Would be great if the office was open from 8-5. Many people are unaware of the shortened hours, 30 minutes definitely makes a difference.

Would be nice if you could use your BuzzCard for ATM to get cash in an emergency if you have funds available.

You should earn a free replacement like once every 4 years or something. It's ridiculous that it's so costly for a replacement card. And, if a replacement photo isn't needed, you should just be able to use the old photo.

2015 customer satisfaction survey - campus...

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