Word version of TExpress Service Satisfaction Survey

TExpress Service Satisfaction Survey

June 23, 2004

INTRODUCTION

Trans-Amigos Express (TAE) is an Amigos-wide courier service offering low-cost, rapid pick-up and delivery 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 177 libraries to gather feedback on satisfaction levels with the service provided within Texas. 124 surveys were returned by mail or fax for a response rate of 70%. In 2003, 69% 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.?

82% rated overall customer service “good” or “excellent” when “NA” category was not taken into account. This compares to 87% in 2003. The mean rating for this question was 4.24, which falls between the “good” to “excellent” rating.

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

75% rated it “good” or “excellent” when the “NA” category was not taken into account. In 2003, 77% rated problem resolution as “good” or “excellent.” The mean rating for this question was 4.05, which falls between the “good” and “excellent” rating. This was an improvement from 2003 when the mean rating was 3.99.

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

82% rated delivery turnaround time “good” or “excellent” compared to 86% in 2003. The mean rating for this question was 4.13, which falls between the “good” to “excellent” ratings.

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

81% rated the value of service “good” or “excellent”. In 2003, 89% rated value of service as “good” or “excellent.” The mean rating for this question was 4.20, 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” compared to 92% in 2003. No respondents rated the overall quality poor or very poor. The mean rating for this question was 4.23, which falls between the “good” to “excellent” ratings.

COMMENTS

• The TExpress representatives and the courier (our main contacts with TExpress) are very helpful and conscientious.
• I have noticed an improvement this year – more consistency with delivery personnel, timely deliveries, etc. Good Job!
• Our deliveryman has been excellent! He is observant and has caught errors that we or others have made in addressing packages.
• We find the service fast, convenient, and reliable.
• The TExpress service has made ILL turnaround very acceptable to patrons. We have many happy customers.
• Invaluable Service! Thank you!
• We are very pleased with the service.
• We like the new screen for entering stats.
• We are very pleased with the service.
• My biggest disappointment is turnaround time. It is nowhere near the time that was advertised in the marketing of the service. But, it’s still good to have an option to participate.
• Delivery time inconsistent.
• It would be better for us if they picked up the packages Friday afternoon.
• A few times they don’t come and pick-up if they don’t have anything to drop off. Over all, the service is good.
• The time of our pick-up varies considerably from day to day. In order to arrange our workflow, we need to have a better idea of when the pick-up will be each day. It needs to be close to the same time everyday.
  

CONCLUSION

Once again, overall satisfaction with TExpress is high. Compared to 2003, there was a slight decrease in respondent satisfaction in the “excellent” or “good” categories. Responses in the “satisfactory” category increased slightly.

As noted in the comment section, consistent delivery and pick-up times could improve the level of satisfaction. This year the mean rating for all questions fell between the “good” to “excellent” rating categories.