How to achieve high customer satisfaction in Sabancı University Information Center

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The Sabancı University is a young private university, which started providing education in 1999 in Istanbul. A “Search Conference” had been organized in order to find out “what kind of a university the country needed” and of its structure had been established on this understanding. At the first stage, the vision, the mission and the design of the university were completed, and the foundation of administrative infrastructure and selection of technology systems were materialized. Starting from the days of its foundation, the planning of the information services and facilities had been one of the main issues of the project. The university, which aims to become a world university, was accepted to be a member of the “European Foundation of Quality Management (EFQM)” regarding its activities in the stage of its foundation. A “Student and Staff Tendency Survey” which was implemented in 2001 indicated that the Information Centre was the strong side of the university. At the same time the Center's the statistics covering period of 1999-2007 also indicated that the targets were achieved under the strategic planning of the Center. In 2007, an user satisfaction survey in order to evaluate the conformity of the services and facilities, to identify its strong and weak areas, opportunities and threats through comparison and SWOT analysis for the future, and set up 2007-2011 five-years strategic planning and operational activity plan. The survey indicated that 95% of the participants are satisfied in general with the Center. In addition to these, the results of usage statistics between the years 1998-2009 indicated that utilizing of the services and facilities of the Information Center has increased from year to year. On the other hand, the results of the survey after the orientation programs show that the customer satisfaction is very high. We believe that the followings are the reasons of high user satisfaction. The Centre has a user and process focused pro-active management, learning organization structure, the availability of the suggestion system, continues benchmarking with the competitors and observing management and technological developments in the world. This paper presents to share our applications and plans on high user satisfaction rate, customer relation management activities and future planning.