TExpress Service Satisfaction Survey

June 25, 2007

INTRODUCTION

Trans-Amigos Express (TAE) is an Amigos-wide courier service offering low-cost, rapid pick-up and delivery of ILL items among participating libraries. TExpress, which interfaces with TAE, is a courier service that provides 5-day-a-week pick-up and delivery services to participating libraries within Texas. A survey (Attachment A) gathering feedback on satisfaction levels among TExpress users was mailed to 172 participants. 119 surveys were returned by mail or fax for a response rate of 69%. New questions to assist in evaluating service were added this year.

SURVEY ANALYSIS

The following questions asked and results are as follows:

1) What is your overall level of satisfaction with customer service when placing calls to the TExpress representative at Amigos Library Services, Inc.?

2003 – Excellent: 30%, Good: 32%, Satisfactory: 8%, Poor: 1%, Very Poor: 0%, NA 29%
2004 - Excellent: 30%, Good: 29%, Satisfactory: 13%, Poor: 0%, Very Poor: 0%, NA 28%
2005 – Excellent: 24%, Good: 29%, Satisfactory: 9%, Poor: 1%, Very Poor: 1%, NA 36%
2006 – Excellent: 35%, Good: 28%, Satisfactory: 5%, Poor: 0%, Very Poor: 0%, NA 32%
2007 - Excellent: 29%, Good: 33%, Satisfactory: 11%, Poor: 1%, Very Poor: 0%, NA 26%

84% rated overall customer service “good” or “excellent” after removing respondents from the “NA” category. This compares to 93% in 2006. There were no “very poor” ratings. The mean rating for this question was 4.22, which falls between the “good” to “excellent” rating.

2) What is your overall level of satisfaction with problem resolution?

2003 – Excellent: 22%, Good: 34%, Satisfactory: 13%, Poor: 2%, Very Poor: 2%, NA 27%
2004- Excellent: 23%, Good: 31%, Satisfactory: 16%, Poor: 2%, Very Poor: 0%, NA 28%
2005 – Excellent: 19%, Good: 32%, Satisfactory: 12%, Poor: 3%, Very Poor: 1%, NA 33%
2006 – Excellent: 25%, Good: 39%, Satisfactory: 6%, Poor: 1%, Very Poor: 0%, NA 29%
2007 - Excellent: 21%, Good: 39%, Satisfactory: 13%, Poor: 3%, Very Poor: 0%, NA 24%

79% rated problem resolution “good” or “excellent” when the “NA” category was not taken into account. This is down 11% from 2006 when 90% rated problem resolution as “good” or “excellent.” The mean rating for this question was 4.03, which falls between the “good” and “excellent” rating.

3) What is your overall level of satisfaction with delivery turnaround time?

2003 – Excellent: 37%, Good: 49%, Satisfactory: 12%, Poor: 1%, Very Poor: 1%
2004- Excellent: 33%, Good: 49%, Satisfactory: 15%, Poor: 3%, Very Poor: 0%
2005 – Excellent: 27%, Good: 51%, Satisfactory: 18%, Poor: 4%, Very Poor: 0%
2006 – Excellent: 30%, Good: 55%, Satisfactory: 13%, Poor: 2%, Very Poor: 0%
2007 - Excellent: 26%, Good: 50%, Satisfactory: 20%, Poor: 3%, Very Poor: 0%

76% rated delivery turnaround time “good” or “excellent” compared to 84% in 2006. The mean rating for this question was 3.98, which falls between the “satisfactory” and “good” rating.

4) What is your overall satisfaction with your Courier/Driver?

Excellent: 39%, Good: 44%, Satisfactory: 18%, Poor: 1%, Very Poor: 1%

This question was asked for the first time this year. 79% of respondents rate their driver as “good” or “excellent”. The mean rating for this question was 4.13, which falls between the “good” and “excellent” rating.

Comments:

• Always turnover with drivers.
• Courier driver is very polite and friendly.
• Depends on who the driver is at the time (high turnover). Range has been from excellent to poor.
• He’s just really nice and always cheerful. I hope he stays around for awhile.
• High turnover for courier/driver.
• Our courier does a wonderful job.
• Very polite, great service.
• We had a courier a while back that was excellent but then the drivers kept changing for the worse. We have no one that is excellent.
• Well-liked by staff.
  

5) What is the value of service compared to the price paid?

2003 – Excellent: 42%, Good: 47%, Satisfactory: 10%, Poor: 0%, Very Poor: 1%
2004- Excellent: 40%, Good: 41%, Satisfactory: 18%, Poor: 0%, Very Poor: 1%
2005 – Excellent: 28%, Good: 56%, Satisfactory: 15%, Poor: 1%, Very Poor: 0%
2006 – Excellent: 35%, Good: 50%, Satisfactory: 13%, Poor: 1%, Very Poor: 1%
2007 - Excellent: 34%, Good: 47%, Satisfactory: 12%, Poor: 3%, Very Poor: 0%

81% rated the value of service “good” or “excellent”. In 2006, 86% rated value of service as “good” or “excellent.” The mean rating for this question was 4.00, which falls at the good rating.

6) What is the overall quality of service?

2003 – Excellent: 42%, Good: 50%, Satisfactory: 8%, Poor: 0%, Very Poor: 0%
2004- Excellent: 38%, Good: 48%, Satisfactory: 14%, Poor: 0%, Very Poor: 0%
2005 – Excellent: 30%, Good: 56%, Satisfactory: 13%, Poor: 1%, Very Poor: 0%
2006 – Excellent: 32%, Good: 57%, Satisfactory: 10%, Poor: 1%, Very Poor: 0%
2007 - Excellent: 32%, Good: 53%, Satisfactory: 13%, Poor: 2%, Very Poor: 0%

85% rated the overall quality of service “good” or “excellent”. In 2006, 89% rated the service as “good” or “excellent”. For the fifth year in a row, no respondents rated the overall quality very poor. The mean rating for this question was 4.14, which falls between the “good” to “excellent” ratings.

Comments:

• It would be great to have a lost book procedure that all members can follow.
• Has really saved us some money.
• TExpress is still an excellent value and I’m very grateful for the service. Some human error is unavoidable.
• This is good, but the consistency is not there. Couriers should call in if they don’t want to stop at office to verify.
  

7) Do you ever use TExpress service for non-ILL items?

No: 23%, Yes: 71%, Didn't know I could: 6%

71% of TExpress respondents use the service for non-ILL items. This is similar to 2006 when 69% of respondents say they use TExpress for non-ILL items.

8) If you use the TExpress for non-ILL items, how often does this occur?

Non-ILL Use per Month

2-5 times: 26%, less than once: 61%, over 10 times: 7%, 6-10 times: 6%

The majority of respondents do not use TExpress often for non-ILL items. This is similar to 2006 when 59% of respondents said they use TExpress less than once a month.

9) Do you ever receive items not intended for your institution?

No: 7%, Yes: 93%

This question was added this year with almost all respondents saying they receive items not intended for their institutions.

10) If yes, what do you do with these items?

Forward to correct institution via TExpress: 91%, Return to Amigos: 7%, Forward to correct institution using other means: 6%

Over 90% of respondents forward their misdirected items to the correct institution via TExpress.

11) Could you determine why the item was misdirected?

Institution error: 58%, Courier error: 55%, Unable to determine: 20%

Items were misdirected by the institution or the courier at almost equal levels.

CONCLUSION

In general, satisfaction with TExpress remains high, although this year more respondents rated the service “satisfactory” instead of “excellent” or “good”. Overall comments remain positive.

Continued discontent with high turnover rate among drivers prompted the addition of a question addressing satisfaction. The 79% of respondents rated their satisfaction with the courier as “good” or “excellent”.