Customer Satisfaction Survey

Customer Satisfaction Survey

This survey is designed to gather candid perceptions of the services provided by Mailing Services. Please take a few moments to answer the following questions. This survey should only take about 10 minutes of your time and the information you provide will be used to help Mailing Services improve services to customers. All of your answers will be held strictly confidential, and will not be identified with you in any way.

Thank you in advance for your participation.

About You

Please make the selection that best describe you; following the directions for each question. This information will be used to categorize feedback, not to identify your individual survey

Where are you located?

In the last twelve months, have you had a direct interaction with Mailing Services staff other than routine delivery and mail collection?

Which of the following services do you typically use from Mailing Services?

Please check all that apply

About Mailing Services

These questions ask about your satisfaction with the service you receive from Mailing Services. All questions are scaled using the 1 - 7 scale below with "1" being very low and "7" being very high. If you did not use a particular service, please respond with "not applicable"(N/A).

1 = Very Low

2 = Low

3 = Somewhat Low

4 = Neutral

5 = Somewhat High

6 = High

7 = Very High

N/A = Not Applicable

Service from Mailing Services Staff

How knowledgeable are Mailing Services staff regarding services they provide?

(Where “1” means “not knowledgeable at all,” and “7” is “very knowledgeable”. If you have no opinion, please select “N/A”)

To what extent do you feel Mailing Services staff demonstrate a willingness to understand your particular needs as a customer?

(Where “1” means “not willing at all,” and “7” means “very willing”)

Overall, how well do Mailing Services staff follow through on their service to you?

(Where “1” means “staff do not follow through at all,” and “7” means “staff follow through very well”)

Communication with Mailing Services

In general, how easy is it to get information from Mailing Services?

(Where “1” means “not at all easy,” and “7” means “very easy”. If you have no opinion, please select “N/A”)

Are you aware of the posted delivery and pick up times by your area drop off and pick up box?

Overall, how available and accessible are Mailing Services staff when you need them?

(Where “1” means “not at all available/accessible,” and “7” means “very available/accessible”)

How do you obtain the answers to your mailing questions?

Please check all that apply

To what extent do you feel information provided by Mailing Services is clear and easy to understand?

(Where “1” means “not at all available/accessible,” and “7” means “very available/accessible”)

When did you last visit the Mailing Services Website?

How would you rate the Mailing Services Website as a useful resource?

(Where “1” means “not useful at all,” and “7” means “very useful”)

How easy is the Mailing Services Website to find?

(Where “1” means “not easy at all,” and “7” is “very easy”)

Problem Solving

In each of the following areas, how well do you feel Mailing Services staff respond to customer problems?

(Where “1” means “not at all well,” and “7” means “very well”. If you have no opinion, please select “N/A”)

Mail delivery

Mail pick-up

Mail preparation

Mail management

Mail processing (handling all outgoing USPS Mail)

Mail processing (Campus Mail)

Please rate the responsiveness of Mailing Services staff in resolving problems you may have had

(Where “1” means “not at all responsive,” and “7” means “very responsive”)

Please rate the timeliness with which problems you may have had were resolved

(Where “1” means “not at timely,” and “7” means “very timely”)

Please rate how well problems you may have had were resolved?

(Where “1” means “not at all well,” and “7” means “very well”)

Mailing Preparation Questions

Please answer the following questions about Mail Preparation. If you have not used this service from Mailing Services, please skip to question 35

To what extent do you feel Mail Preparation staff understands your needs?

(Where “1” means “not at well,” and “7” means “very well”. If you have no opinion, please select “N/A”)

How easy is it to schedule your jobs?

(Where “1” means “not at all easy,” and “7” means “very easy”)

How helpful are the Mail Preparation staff?

(Where “1” means “not at all helpful,” and “7” means “very helpful”)

How well does Mail Preparation meet your deadlines?

(Where “1” means “not at all well,” and “7” means “very well")

Overall Satisfaction

What is your satisfaction with service provided by Mailing Services?

(Where “1” means “not at all satisfied,” and “7” means “very satisfied”. If you have no opinion, please select “N/A”)

Timely delivery / pickup of mail

Accuracy of mail delivery

Timely processing of outgoing campus mail

Quality of Mail Preparation services

What is your overall satisfaction with service provided by Mailing Services?

(Where “1” means “not at all satisfied,” and “7” means “very satisfied”)

Summary Questions