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University of Wisconsin Oshkosh Administrative Services
Survey Results January 8, 2009
The survey (consisting of 18 items) was conducted 11/19/2008 to 12/8/2008. It was an anonymous open-invitation solicitation to all UW Oshkosh employees. There were no restrictions or controls over the responses (i.e., individuals could have completed the survey multiple times). There were 340 respondents that started the survey; complete results received from 282 of that total (i.e., 82.9 percent of those who started the survey completed it in full).
I. Introductory Questions
Most respondents (54%) were classified staff (180/333). Most respondents regardless of classification 51% had ten or more years of experience (171/333).
Most are very satisfied or satisfied.
Comments Several noted that they had limited contact with Central Stores. Concerns were expressed related to the delivery of packages that were ordered.
II. Questions Relating to Postal Services
For the core functions of sending campus mail and sending First Class mail, the vast majority are either very satisfied or satisfied.
Comments Communications with Postal Services personnel can be improved to make sure requirements are understood. There are many questions/concerns about the requirements relating to bulk mail. Many would like for items to be picked up for delivery. Some were not aware of the array of services provided by Postal Services. Concerns were noted about misrouted mail. Staff were identified as being helpful and courteous.
For the core functions of receiving items through the mail, the vast majority are either very satisfied or satisfied.
Comments Concerns expressed about misdirected mail and other delays and sorting problems in getting the mail. Some would like improved frequency of mail delivery. Stickers placed on magazines noted as an irritant. Several suggested that student workers in the mail room could use more training or better supervision.
Most respondents have high levels of satisfaction (very satisfied or satisfied) with Postal Services employees.
Comments Improved attention to customer service would be appreciated. While staff members get positive reviews, also noted that they should take more time and be more helpful in dealing with issues or concerns that are expressed. Some people like the music in Postal Services; many believe it is too loud.
Open Comments: Thoughts, Ideas, Suggestions, Recommendations Many comments suggested that Postal Services should not be moved to the new site. Interest expressed in having a satellite center on Dempsey or in central campus area. Changes in location will require improved communications and customer service orientation. Efforts should be made to improve the efficiency and accuracy of mail delivery on campus. There will be a need for one-on-one consultation and interaction. Suggestion that deliveries be coordinated (postal, document, central stores).
III. Questions Relating to Document Services
Comments There are opportunities for improvement in customer services. When errors or problems arise, they are dealt with. Staff have been helpful and many positive comments about working with them. Many people are unfamiliar with the services that are provided; or the options that are available. Specialized features sometimes pose production problems.
Most respondents have high levels of satisfaction (very satisfied or satisfied) with Document Services staff.
Comments Many positive comments about staff and services provided. Recognition that area seems to be understaffed.
Comments Sometimes specialized color or folding is needed. Several noted they werent aware of the options that were available.
Open Comments: Thoughts, Ideas, Suggestions, Recommendations There were many comments suggesting that Document Services should not be moved to the new site. Improved communication (perhaps website) relating to options and choices. There is a considerable need for face-to-face consultation and discussion. Many practical and production problems with the new location also discussed (drop-offs and pick-ups). New location will require access to parking and more pre-planning of projects.
IV. Questions Relating to Central Stores
For the core functions of Central Stores, the vast majority (excluding those responding not applicable) are either very satisfied or satisfied.
Open Comments: Thoughts, Ideas, Suggestions, Recommendations Many people did not have direct dealings with Central Stores. Many suggestions about reducing time and improving the delivery service. Concerns about lost or misdirected items/packages. When FedEx or UPS delivered to Central Stores, there seems to be a delay in delivery. Relocation will also pose problems (but fewer than Postal Services or Document Services). Need for improved delivery schedule.
V. Closing Comments/Suggestions
Many felt that continuing these functions in Dempsey Hall is important. Moving to remote location will pose challenges that must be addressed. Improve understanding about the array of services through improved communication (website). Staffing levels may need to be looked at. A receptionist should help with customer visits. There are opportunities to improve the level of customer service consider a training program. Staff should give attention to decorum (music, discussions, eating, smoking and Internet use. Cost information (price information) should be publicized on the websites (need to know what we will be charged). Improve communication on when items ar | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||