Service Quality Targets for 2012
1)
Resolve all complaints /disputes within 14 working days using the closed loop feedback and complaint management system.
2)
Process Refund Requests within 7 working days upon receipt of written request.
3)
Release of Final Exam Results within 4 weeks, after the last paper of the Final Examinations.
4)
Achieve a lecturer rating of at least 4 out of 5 in 85% of the classes surveyed.
5)
Achieve an overall student satisfaction rating of at least 3.5 out of 5 in 85% of the classes surveyed.
