Mail Services User Satisfaction Survey, March 2007
Scott Bucher
Office of Planning, Assessment, Research, and Academic Budgeting
March 20, 2007
Table of Contents
Introduction
I. Summary
Overall 2007 Results
Results for 2004 versus 2007
Results for Campus
Table 1: Mean response, 2004 v. 2007 results
Table 2: Responses to 'What percentage of your mail is co-mingled?', 2007
Table 3: Difference between the mean response at each campus versus the mean
response for the entire campus, 2007
II. Comments
Responses to 'What types of additional services would you like to see Mail Services
provide?
Responses to 'Comments or concerns'
III. Detailed tables and charts for each questions
1
1
1
1
2
3
3
4
5
6-9
10-16
17-31
Introduction
The Mail Services User Satisfaction Survey was initially sent to all Pace faculty and staff on
02/26/07 and a reminder e-mail was sent on 3/12/07. The survey was closed on the end of 3/15/07.
Of 2,463 potential respondents, 361 persons participated, yielding a response rate of 14.7%.
This report contains three sections:
I.
Summary of the results
II.
Summary and a list of the open responses
III.
Tables and pie charts providing the details of the results for most questions
I. Summary
Please see the following pages for the tables 1 to 3 referenced in this section.
Overall 2007 Results
Table 1 lists the mean, i.e. average, response to each question for the 2004 and 2007 survey.
Within the table the How would you rate… questions are listed in ascending order according to
their average response. How would you rate your own knowledge of the various services offered
by Mail Services? (question #9) had the lowest mean response of 2.96, yet this would still be a
response of ‘Average’ (see scale within table); whereas How would you rate the courteousness
and responsiveness of the Mail Clerks? (question #6) had an average of 4.10, which would be
‘Above Average’. The mean response for the remaining How would you rate.. questions lay
between these two and hence are equivalent to ‘Average’ to ‘Above Average’.
Roughly one-quarter (27.7%) of respondents were aware of the location of the Mail Services User
Manual (question #3). Slightly less than half (46.6%) of respondents reported incoming mail comingled with that of other departments (question #8). The vast majority (84.8%) of respondents
used mail services ‘daily’ or ‘weekly’ (question #11). Table 2 provides the responses to the
question What percentage of your mail is co-mingled?
Results for 2004 versus 2007
While the surveys were comprised of essentially the same questions, the sample populations may
be significantly different. In 2004 the population consisted of 747 persons (169 responded), while
in 2007 the sample population included 2,463 persons. One notable difference in samples in that
17.7% of respondents were faculty in 2007, whereas in 2004 the comparable figure is 2.4%.
Te xt
1 1
Te xt
Hence, differences in the mean response from 2004 versus 2007 may be due to a difference in
population rather than a change in satisfaction among all employees at Pace over this time.
Nonetheless, the 2004 and 2007 means results were similar overall. The greatest positive
difference was in response to How would you rate the professional appearance of the mail clerks?
(3.30 v. 3.48) and Is your incoming mail co-mingled with that of other departments? (53.3% v.
46.6% replied ‘Yes’). The greatest negative difference was in response to How would you rate the
Mail Services Management's ability to meet your needs? (4.05 v. 3.90).
Results by Campus
Table 3 shows how each campus’s mean rating for each question differed from the mean rating for
all respondents. Within the chart, only differences of .5 or greater are in bold, as differences less
than this amount are likely to be statistically significant. The table shows that White Plains –
Graduate Center respondents provided slightly lower ratings for many questions. However, due to
the small number of respondents at some campuses, these differences should only be regarded as
suggestive of differences in overall satisfaction among all uses at these campuses.
2
Table 1: Mean response, 2004 v. 2007 results
2004
How would you rate…
9. ...your own knowledge of the various services offered by Mail Services?*
3.03
4. ...the effectiveness of the white mailboxes located on campus?*
3.45
10. ...the variety of services offered by Mail Services?*
3.50
5. ...the professional appearance of the Mail Clerks?*
3.30
2. ...Mail Services' use of technology; e.g., Website, Tracking System, tracking
3.73
of packages - UPS, DHL, Certified*
12. ...the overall performance of Mail Services?*
3.86
1. ...the Mail Services' punctuality?*
3.87
7. ...the Mail Services Management's ability to meet your needs?*
4.05
13. ...the condition of your mail when you receive it?*
3.90
6. ...the courteousness and responsiveness of the Mail Clerks?*
4.21
*Scale: 1 = 'Poor', 2 = 'Below Average', 3 = 'Average', 4 = 'Above Average', 5 = 'Excellent'
3. Are you aware that the Mail Services User Manual is located on the Finance
and Administration website under General Services?**
8. Is your incoming mail co-mingled with that of other departments?**
**Percent responding 'Yes'
11. How often do you use Mail Services?***
***Scale: 1 = 'Daily', 2 = 'Weekly', 3 = 'Monthly', 4 = 'Never'
2007
change
from 2004
to 2007
2.96
3.46
3.46
3.48
-0.1
0.0
0.0
0.2
3.75
3.78
3.83
3.90
4.01
4.10
0.0
-0.1
0.0
-0.2
0.1
-0.1
26.6%
53.3%
27.7%
46.6%
1.1%
-6.7%
1.27
1.56
0.3
Table 2: Responses to 'What percentage of your mail is co-mingled?', 2007
0%
1%
2% - 5%
8% - 25%
25% - 50%
70% - 99%
100%
Total
*Only responses stating a specific percentage or percentage range are included.
count
percent
28
18%
10
6%
35
23%
45
29%
23
15%
5
3%
8
5%
154
100%
3
Table 3: Difference between the mean response at each campus versus the mean response for the entire campus, 2007
Campus (# of respondents)
WP - Grad. WP - Law
(18)
How would you rate…
1. ...the Mail Services' punctuality?*
2. ...Mail Services' use of technology; e.g., Website, Tracking System, tracking of
packages - UPS, DHL, Certified*
4. ...the effectiveness of the white mailboxes located on campus?*
5. ...the professional appearance of the Mail Clerks?*
6. ...the courteousness and responsiveness of the Mail Clerks?*
7. ...the Mail Services Management's ability to meet your needs?*
9. ...your own knowledge of the various services offered by Mail Services?*
10. ...the variety of services offered by Mail Services?*
12. ...the overall performance of Mail Services?*
13. ...the condition of your mail when you receive it?*
*Scale: 1 = 'Poor', 2 = 'Below Average', 3 = 'Average', 4 = 'Above Average', 5 = 'Excellent'
3. Are you aware that the Mail Services User Manual is located on the Finance and
Administration website under General Services?**
8. Is your incoming mail co-mingled with that of other departments?**
**Percent responding 'Yes'
11. How often do you use Mail Services?***
***Scale: 1 = 'Daily', 2 = 'Weekly', 3 = 'Monthly', 4 = 'Never'
(43)
NYC Williams
St.
(35)
NYC NYC Pace Plaza Park Row
(52)
(41)
Briarcliff
Pleasant.
NYC Midtown
All
Campuses
(42)
(115)
(5)
(361)
-0.7
-0.5
-0.1
0.0
0.0
0.0
0.3
0.8
0.0
-0.4
-0.3
-0.6
-0.7
-0.7
-0.3
-0.4
-0.6
-0.2
-0.3
-0.2
-0.2
-0.2
-0.3
-0.1
-0.2
-0.4
-0.2
0.0
-0.6
-0.2
0.0
-0.1
-0.4
-0.4
-0.2
-0.1
-0.2
-0.2
-0.1
-0.1
0.0
0.0
-0.1
-0.1
0.0
-0.1
0.0
0.3
0.0
-0.2
-0.1
0.1
0.0
0.0
0.1
0.3
-0.2
-0.2
0.1
0.2
0.1
0.0
-0.2
0.3
0.3
0.3
0.3
0.2
0.1
0.3
0.3
0.2
0.5
0.2
0.2
-0.1
0.3
0.8
0.5
0.2
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.3
-0.3
0.2
-0.3
0.4
-0.2
0.1
-0.3
0.2
-0.4
-0.2
-0.3
0.1
-0.2
0.0
0.0
0.0
0.0
-0.7
-0.8
-0.3
-0.3
-0.4
-0.2
-0.5
0.0
0.0
4
II. Comments
Within this section the responses for questions 14 and 15 have been organized according to
themes. All comments are listed, with the exceptions of those providing essentially no
information, e.g. a response of ‘N/A’. In a number of cases a single comment may have mentioned
multiple themes, but the comment is only listed once. For persons who provided an e-mail address
as contact information, their comments have been italicized and are followed by their e-mail
address, department, and building in parentheses.
Overall, in roughly descending order of frequency of suggestions, common themes among
response to question 14, What types of additional services would you like to see Mail Services
provide?, included demand for the following:

Mail to be picked-up more than once a day.

Tracking or certification of mail, including interoffice mail.

Additional supplies, such as postage stamps, sealing envelopes, boxes, etc.

Packaging of mail.

More information about services offered by Mail Services.

Increased speed of delivery of interoffice mail.

Mail Services to sign for packages delivered by outside companies such as UPS.

Other suggestions, such as availability of Fedex
Overall, in roughly descending order of frequency of suggestions, common responses to question
15, Comments or concerns, included the following:

Mail Services provides great service.

Many of the survey questions did not apply to the respondent and the questions should
offer the choices such as ‘Unknown’ or ‘N/A’.

Would like mail to be sorted more effectively.

Would like mail to be delivered more quickly.

Several persons had their mail lost.

Several persons had their mail opened or damaged.

Other comments
The comments in there entirety are as follows.
5
Pages 6 – 16,
which contained detailed comments
have been removed to assure anonymity of respondents
III.
Detailed Tables and Charts
for each Question
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Question: How would you rate the Mail Services' punctuality?
Count
Poor
1.7%
1.7%
0.2%
Below
Average
15
Average
107
30.3%
29.6%
4.3%
Above
Average
129
36.5%
35.7%
5.2%
96
27.2%
26.6%
3.9%
Not
Answered
8
N/A
2.2%
0.3%
Not Asked
2103
N/A
N/A
85.3%
Total
2464
100%
100%
100%
Excellent
1 of 1
6
% Sample % Sample % Sample
Answered
Asked
Total
4.2%
4.2%
0.6%
Statistics
Minimum Value
1.00
Maximum Value
5.00
Average
3.83
Sum
1353
Standard
Deviation
0.93
Median
4
Mode
4
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Question: How would you rate Mail Services' use of technology; e.g., Website, Tracking
System, tracking of packages - UPS, DHL, Certified
Count
Poor
1 of 1
3
% Sample % Sample % Sample
Answered
Asked
Total
0.9%
0.8%
0.1%
Below
Average
20
Average
112
33.9%
31.0%
4.5%
Above
Average
117
35.5%
32.4%
4.7%
Excellent
78
23.6%
21.6%
3.2%
Not
Answered
31
N/A
8.6%
1.3%
Not Asked
2103
N/A
N/A
85.3%
Total
2464
100%
100%
100%
6.1%
5.5%
0.8%
Statistics
Minimum Value
1.00
Maximum Value
5.00
Average
3.75
Sum
1237
Standard
Deviation
0.92
Median
4
Mode
4
3/20/2007 12:22 PM
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Question: Are you aware that the Mail Services User Manual is located on the Finance and
Administration website under General Services?
Count
Yes
No
1 of 1
% Sample % Sample % Sample
Answered
Asked
Total
Statistics
98
27.5%
27.1%
4.0%
Minimum Value
1.00
258
72.5%
71.5%
10.5%
Maximum Value
2.00
Average
1.72
Not
Answered
5
Not Asked
2103
N/A
N/A
85.3%
Total
2464
100%
100%
100%
N/A
1.4%
0.2%
Sum
Standard
Deviation
614
0.45
Median
2
Mode
2
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Question: How would you rate the effectiveness of the white mailboxes located on campus?
Count
Poor
1 of 1
10
% Sample % Sample % Sample
Answered
Asked
Total
3.2%
2.8%
0.4%
Below
Average
21
Average
151
48.2%
41.8%
6.1%
Above
Average
77
24.6%
21.3%
3.1%
Excellent
54
17.3%
15.0%
2.2%
Not
Answered
48
N/A
13.3%
1.9%
Not Asked
2103
N/A
N/A
85.3%
Total
2464
100%
100%
100%
6.7%
5.8%
0.9%
Statistics
Minimum Value
1.00
Maximum Value
5.00
Average
3.46
Sum
1083
Standard
Deviation
0.96
Median
3
Mode
3
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Question: How would you rate the professional appearance of the Mail Clerks?
Count
Poor
1 of 1
6
% Sample % Sample % Sample
Answered
Asked
Total
1.8%
1.7%
0.2%
Below
Average
30
Average
159
46.8%
44.0%
6.5%
Above
Average
84
24.7%
23.3%
3.4%
Excellent
61
17.9%
16.9%
2.5%
Not
Answered
21
N/A
5.8%
0.9%
Not Asked
2103
N/A
N/A
85.3%
Total
2464
100%
100%
100%
8.8%
8.3%
1.2%
Statistics
Minimum Value
1.00
Maximum Value
5.00
Average
3.48
Sum
1184
Standard
Deviation
0.95
Median
3
Mode
3
3/20/2007 12:22 PM
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Question: How would you rate the courteousness and responsiveness of the Mail Clerks?
Count
Poor
1 of 1
4
% Sample % Sample % Sample
Answered
Asked
Total
1.2%
1.1%
0.2%
Below
Average
13
Average
64
18.4%
17.7%
2.6%
Above
Average
129
37.2%
35.7%
5.2%
Excellent
137
39.5%
38.0%
5.6%
Not
Answered
14
N/A
3.9%
0.6%
Not Asked
2103
N/A
N/A
85.3%
Total
2464
100%
100%
100%
3.7%
3.6%
0.5%
Statistics
Minimum Value
1.00
Maximum Value
5.00
Average
4.10
Sum
1423
Standard
Deviation
0.91
Median
4
Mode
5
3/20/2007 12:22 PM
22
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Question: How would you rate the Mail Services Management's ability to meet your needs?
Count
Poor
1 of 1
6
% Sample % Sample % Sample
Answered
Asked
Total
1.7%
1.7%
0.2%
Below
Average
16
Average
94
27.2%
26.0%
3.8%
Above
Average
120
34.8%
33.2%
4.9%
Excellent
109
31.6%
30.2%
4.4%
Not
Answered
16
N/A
4.4%
0.6%
Not Asked
2103
N/A
N/A
85.3%
Total
2464
100%
100%
100%
4.6%
4.4%
0.6%
Statistics
Minimum Value
1.00
Maximum Value
5.00
Average
3.90
Sum
1345
Standard
Deviation
0.96
Median
4
Mode
4
3/20/2007 12:23
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Question: Is your incoming mail co-mingled with that of other departments?
Count
1 of 1
% Sample % Sample % Sample
Answered
Asked
Total
Statistics
Yes
157
46.6%
43.5%
6.4%
Minimum Value
1.00
No
180
53.4%
49.9%
7.3%
Maximum Value
2.00
Average
1.53
Not
Answered
24
Not Asked
2103
N/A
N/A
85.3%
Total
2464
100%
100%
100%
N/A
6.6%
1.0%
Sum
Standard
Deviation
517
0.50
Median
2
Mode
2
3/20/2007 12:23 PM
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Question: How would you rate your own knowledge of the various services offered by Mail
Services?
Count
Poor
1 of 1
27
% Sample % Sample % Sample
Answered
Asked
Total
7.8%
7.5%
1.1%
Below
Average
68
Average
171
49.1%
47.4%
6.9%
Above
Average
55
15.8%
15.2%
2.2%
Excellent
27
7.8%
7.5%
1.1%
Not
Answered
13
N/A
3.6%
0.5%
Not Asked
2103
N/A
N/A
85.3%
Total
2464
100%
100%
100%
19.5%
18.8%
2.8%
Statistics
Minimum Value
1.00
Maximum Value
5.00
Average
2.96
Sum
1031
Standard
Deviation
0.99
Median
3
Mode
3
3/20/2007 12:23 PM
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Question: How would you rate the variety of services offered by Mail Services?
Count
Poor
1 of 1
5
% Sample % Sample % Sample
Answered
Asked
Total
1.5%
1.4%
0.2%
Below
Average
19
Average
168
51.5%
46.5%
6.8%
Above
Average
90
27.6%
24.9%
3.7%
Excellent
44
13.5%
12.2%
1.8%
Not
Answered
35
N/A
9.7%
1.4%
Not Asked
2103
N/A
N/A
85.3%
Total
2464
100%
100%
100%
5.8%
5.3%
0.8%
Statistics
Minimum Value
1.00
Maximum Value
5.00
Average
3.46
Sum
1127
Standard
Deviation
0.85
Median
3
Mode
3
3/20/2007 12:23 PM
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Question: How often do you use Mail Services?
Count
Daily
Statistics
214
61.5%
59.3%
8.7%
Minimum Value
1.00
Weekly
81
23.3%
22.4%
3.3%
Maximum Value
4.00
Monthly
44
12.6%
12.2%
1.8%
Average
1.56
9
2.6%
2.5%
0.4%
Sum
3.6%
0.5%
Standard
Deviation
Never
1 of 1
% Sample % Sample % Sample
Answered
Asked
Total
Not
Answered
13
Not Asked
2103
N/A
N/A
85.3%
Total
2464
100%
100%
100%
N/A
544
0.81
Median
1
Mode
1
3/20/2007 12:23 PM
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Question: How would you rate the condition of your mail when you receive it?
Count
Poor
1 of 1
1
% Sample % Sample % Sample
Answered
Asked
Total
0.3%
0.3%
0.0%
Below
Average
5
Average
103
29.3%
28.5%
4.2%
Above
Average
123
34.9%
34.1%
5.0%
Excellent
120
34.1%
33.2%
4.9%
Not
Answered
9
N/A
2.5%
0.4%
Not Asked
2103
N/A
N/A
85.3%
Total
2464
100%
100%
100%
1.4%
1.4%
0.2%
Statistics
Minimum Value
1.00
Maximum Value
5.00
Average
4.01
Sum
1412
Standard
Deviation
0.85
Median
4
Mode
4
3/20/2007 12:23 PM
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Question: Overall performance of Mail ServicesHow would you rate the overall performance of
Mail Services?
Count
Poor
1 of 1
5
% Sample % Sample % Sample
Answered
Asked
Total
1.5%
1.4%
0.2%
Below
Average
13
Average
110
32.0%
30.5%
4.5%
Above
average
139
40.4%
38.5%
5.6%
Excellent
77
22.4%
21.3%
3.1%
Not
Answered
17
N/A
4.7%
0.7%
Not Asked
2103
N/A
N/A
85.3%
Total
2464
100%
100%
100%
3.8%
3.6%
0.5%
Statistics
Minimum Value
1.00
Maximum Value
5.00
Average
3.78
Sum
1302
Standard
Deviation
0.88
Median
4
Mode
4
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Question: Please check off the appropriate category:
Count
Faculty
Staff
Administrator
1 of 1
% Sample % Sample % Sample
Answered
Asked
Total
Statistics
64
18.1%
17.7%
2.6%
Minimum Value
1.00
251
70.9%
69.5%
10.2%
Maximum Value
3.00
39
11.0%
10.8%
1.6%
Average
1.93
Not
Answered
7
Not Asked
2103
N/A
N/A
85.3%
Total
2464
100%
100%
100%
N/A
1.9%
0.3%
Sum
Standard
Deviation
683
0.54
Median
2
Mode
2
3/20/2007 12:24 PM
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Question: Which campus are you on?
Count
Briarcliff
Manor
12.0%
11.6%
1.7%
Pleasantville
115
32.8%
31.9%
4.7%
White Plains
Law School
43
12.3%
11.9%
1.7%
White
PlainsGraduate
Center
1 of 1
42
% Sample % Sample % Sample
Answered
Asked
Total
18
5.1%
5.0%
0.7%
New York
City- Park
Row
41
11.7%
11.4%
1.7%
New York
City- Pace
Plaza
52
14.8%
14.4%
2.1%
New York
CityMidtown
5
1.4%
1.4%
0.2%
New York
CityWilliams
Street
35
10.0%
9.7%
1.4%
Not
Answered
10
N/A
2.8%
0.4%
Not Asked
2103
N/A
N/A
85.3%
Total
2464
100%
100%
100%
Statistics
Minimum Value
1.00
Maximum Value
8.00
Average
3.72
Sum
1305
Standard
Deviation
2.21
Median
3
Mode
2
3/20/2007 12:24 PM
31