Fall Customer Satisfaction Survey Results Lead to Spring Term Improvements
A survey sent to 5,935 undergraduate residential students in Fall 2022 yielded valuable insights that influenced Spring 2023 Student Mail Center operations.
We asked, you answered! Columbia Mail’s customer satisfaction survey revealed students’ feedback about their experiences using the Student Mail Center during the Fall 2022 semester. Positive input helps us know what’s going well and other feedback guides the Columbia Mail team will use to improve service this Spring and beyond.
The survey asked participants to rate several aspects of the operation including the speed and ease of picking up packages at the Student Mail Center, as well as the quality of their interactions with Columbia Mail staff.
“Columbia Mail staff are some of the hardest working and kindest employees at Columbia. They always make what could be a stressful errand into an easy and enjoyable interaction!”
Results
Overall, 94% rated service as good or better – with 4 out 10 saying “excellent.” One respondent commented: "I love Columbia Mail. The staff is so friendly and genuinely brightens my day. I never have to wait more than 10 minutes, even at peak business!"
How would you rate your overall experience?
- Excellent: 40%
- Very Good: 34%
- Good: 17%
- Fair: 6%
- Poor: 3%
95% of students find the staff experience good or better. Respondents added additional comments such as, “The staff is so nice!” and “All of the staff in the mail room are super sweet and helpful!”
How would you rate your experience with Student Mail staff?
- Excellent: 62%
- Very good: 25%
- Good: 8%
- Fair: 3%
- Poor: 2%
The majority of students (94%) stated service was as expected or faster than expected. One student said, "I always know that when I go to the Columbia Mail Center I am going to have quick service and be greeted by friendly employees! Thank you!"
How would you rate the time it took you to get your package after you checked in using the kiosk at the entrance?
- Faster than expected: 40%
- About what I expected: 54%
- Longer than expected: 6%
81% of returning students rated service as the same or even better than last year.
Returning students: how would you rate your experience compared to last year?
- Substantially better: 18%
- Better: 38%
- About the same: 31%
- Worse: 7%
- Substantially worse: 6%
"Thank you for providing service with a smile. I am always thrilled to go to the Mail Center thanks to the kindness of the staff there."
Areas of Improvement
Mail Portal language and navigation
A handful of respondents requested changes to the new Student Mail web portal, which allows students to see a list of mail and packages ready for pick-up, request lockers, assign proxies, and more. As the Spring semester begins, the Mail team is working to improve the portal with clearer language and more intuitive navigation.
Mail Center hours
Students also asked for extended Mail Center hours, which are currently in place for the beginning of Spring semester. This includes Saturday hours, which was a common request among survey respondents.
Check-In pre-delivery process
Other improvements will be made to the pre-delivery process, which occurs each fall prior to Undergraduate Housing Check-In.
Columbia Mail would like to thank everyone who participated in the survey for their time and feedback.
"Everyone at the Mail Center is very nice and service is always very fast! I was a bit intimidated about figuring out the Mail Center, but they made it very easy to understand and now making trips down to the mail room is one of my favorite errands. I'm there about once or twice a week sometimes and everyone is always so kind!"