Word version of TExpress Service Satisfaction Survey - 2005

TExpress Service Satisfaction Survey

June 23, 2005

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 TExpress Satisfaction Survey (Attachment A) was mailed to 189 libraries to gather feedback on satisfaction levels with the service provided within Texas. 136 surveys were returned by mail or fax for a response rate of 72%. In 2004, 70% of surveys distributed were returned. Statistics represented in the following graphs include all responses to the categories.

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.?

84% rated overall customer service “good” or “excellent” when “NA” category was not taken into account. This compares to 82% in 2004. The mean rating for this question was 4.19, which falls between the “good” to “excellent” rating.

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

77% rated it “good” or “excellent” when the “NA” category was not taken into account. In 2004, 75% rated problem resolution as “good” or “excellent.” The mean rating for this question was 3.99, which falls between the “good” and “satisfactory” rating.

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

78% rated delivery turnaround time “good” or “excellent” compared to 82% in 2004. The mean rating for this question was 4, which falls in the “good” rating.

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

84% rated the value of service “good” or “excellent”. In 2004, 81% rated value of service as “good” or “excellent.” The mean rating for this question was 4.12, which falls between the “good” to “excellent” rating.

5) What is the overall quality of service?

86% rated the overall quality of service “good” or “excellent” which is the same percentage as 2004. No respondents rated the overall quality very poor. The mean rating for this question was 4.15, which falls between the “good” to “excellent” ratings.

COMMENTS

• We are very pleased with our TExpress service. They are always pleasant and very helpful.
• Thanks! We appreciate the ease of shipping through your service and not having to figure postage.
• We appreciate this service!
• Driver is friendly.
• We have had several delivery personnel and all are friendly and punctual.
• Would like an automated tracking system for packages sent through TExpress to improve chances of recovering lost items.
• Haven’t had to call in awhile, but I always receive good service. We appreciate the consistent manner of receiving our TExpress deliveries. We always know approximately when to expect our packages daily. This greatly helps our workflow.
• High staff turnover concerns me.
• Thanks for making me and my staff look good. We get our ILL orders faster than ever and our patrons and all the rest of us benefit. Thanks!
• What can we do to include more states?
• This is a great service for all of us in the library world and our customers.
• Would prefer having a.m. delivery service like we used to instead of mid afternoon service in Fort Worth.
• Good work.
• Our courier is extremely responsible and personable. He also communicates with us very effectively. We are very satisfied with his performance.
• Thus far the services are great! (So is our courier.) Thanks!
• When service routes were reconfigured, our courier was given additional stops that slowed service.
• Overall, I like the service and support of TAE. I just wish more libraries would join.
  
  

CONCLUSION

Once again, overall satisfaction with TExpress is high. Compared to 2004, responses in the “excellent” category decreased, but responses in the “good” category increased.

As noted in the comment section, most libraries are impressed with the service. Consistent delivery and pick-up times could improve the level of satisfaction. Also, an increase of membership among libraries would please current subscribers.