2008 Business and Finance
Internal Customer Satisfaction Survey Responses
Administration
| Mail Services | Very Dissatisfied |
Dissatisfied | Neutral | Satisfied | Very Satisfied |
Don't Know | Total | 2008 Average Score | 2007 Average Score | 2005 Average Score | 2004 Average Score |
|---|---|---|---|---|---|---|---|---|---|---|---|
| 2: Timeliness mail package deliv to dept | 1 | 1 | 4 | 55 | 69 | 25 | 155 | 4.46 | 4.38 | 4.42. | 4.25 |
| 0.6% | 0.6% | 2.6% | 35.5% | 44.5% | 16.1% | 100.0% | |||||
| 3: Timely distrib of intra-office mail | 1 | 2 | 6 | 52 | 66 | 26 | 153 | 4.42 | 4.36 | 4.31 | 4.23 |
| 0.7% | 1.3% | 3.9% | 34.0% | 43.1% | 17.0% | 100.0% | |||||
| 4: Info on training on prep of mail deliv | 1 | 2 | 11 | 41 | 35 | 62 | 152 | 4.19 | 4.00 | 4.04 | 3.87 |
| 0.7% | 1.3% | 7.2% | 27.0% | 23.0% | 40.8% | 100.0% | |||||
| 5: Auto mail and packge tracking devices | 2 | 0 | 6 | 40 | 42 | 63 | 153 | 4.33 | 4.23 | 4.31 | 4.12 |
| 1.3% | 0.0% | 3.9% | 26.1% | 27.5% | 41.2% | 100.0% | |||||
| 6: Staff courtesy | 1 | 0 | 5 | 36 | 104 | 10 | 156 | 4.66 | 4.72 | 4.60 | 4.47 |
| 0.6% | 0.0% | 3.2% | 23.1% | 66.7% | 6.4% | 100.0% | |||||
| 7: Staff knowledge | 2 | 0 | 3 | 39 | 93 | 19 | 156 | 4.61 | 4.60 | 4.43 | 4.35 |
| 1.3% | 0.0% | 1.9% | 25.0% | 59.6% | 12.2% | 100.0% | |||||
| 8: Prompt attention to special requests | 1 | 0 | 6 | 30 | 74 | 41 | 152 | 4.59 | 4.65 | 4.52 | 4.41 |
| 0.7% | 0.0% | 3.9% | 19.7% | 48.7% | 27.0% | 100.0% | |||||
| 9: Overall mail service | 1 | 0 | 6 | 48 | 85 | 14 | 154 | 4.54 | 4.49 | 4.49 | 4.42 |
| 0.6% | 0.0% | 3.9% | 31.2% | 55.2% | 9.1% | 100.0% | |||||
| Total Responses | 154 | 83 | 132 | 117 | |||||||
Acknowledgement
We have reviewed the comments made during the 2008 Customer Satisfaction Survey and thank those who took the time to provide feedback and respond to this portion of the survey. Our goal is to continually improve our service through staff training, conducting surveys to obtain customer input, and maintaining open channels of communication.
Response to Additional Comments (Mail Services)
The staff appreciates the positive feedback provided by our customers. One of the issues this year in the comments section was related to having the staff assist in providing cost estimates for large volume mailings. The U S Postal Service bases its mailing rates on shape, size and destination of envelopes and packages. When a department is working on a large project that needs to be mailed, the support services staff will be able to assist you in obtaining the rates for your 1st class mail piece. Please plan to visit mail services well before the anticipated mailing date so our staff can assist in determining the most cost effective way to achieve your delivery goals and provide you an estimate of the final cost. As part of our ongoing effort to improve our customer service we have updated the mail metering system. Information regarding this system will be distributed at the next Business Forum planned for April.