Student Survey Results Indicate Positive Experience with Pre-Delivery and Overall Mail Service
A survey sent to 5,700 undergraduate residential students in October showed an overwhelmingly positive view of Student Mail, while also identifying some areas for improvement.
We asked, you answered! Columbia Mail’s customer satisfaction survey revealed students’ feedback about their experiences using the Student Mail Center during the Fall 2023 semester. Positive input helps us know what’s going well and other feedback guides the Columbia Mail team to improve service in the Spring and beyond.
The survey asked participants to rate their experience with pre-delivery and their visits to the Student Mail Center. It also collected optional feedback – check out some of our favorite comments from students below.
88% of respondents rated pre-delivery 7 or higher.
95% of respondents rated their experience 7 or higher.
93% rated 7 or above, meaning it was faster than expected.
Our Favorite Comments
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Slide 1: Everyone is so kind and passionate, the best team on campus
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Slide 2: The same day Amazon emails me my package was delivered, I get the email from Wien saying I have received mail. It has been very smooth for me.
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Slide 3: I would rate my pre-delivery package experience as excellent, a perfect 10/10. From the moment I placed the order to receiving timely updates, everything was seamless and efficient. The communication was clear, and I always felt informed about the status of my package. The entire process exceeded my expectations and I couldn’t be happier with the service.
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Slide 4: Columbia Mail is the most efficient and organized mailing system I’ve seen. I didn’t think it was going to be this good before coming to Columbia.
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Slide 5: All 44 of my packages were in my room when I arrived. Everything was accounted for and in perfect condition.
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Slide 6: Alert emails are always clear, hours are posted clearly. When I asked a question in email, the response was very thorough.
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Slide 7: No long lines, 100% accuracy, super efficient! I get a notification from UPS and minutes later I get a notification from Columbia Mail to come pick it up.
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Slide 8: Columbia Student Mail Center has some of the kindest people working there. I have received a lot of my packages the same day it came in. Everyone working there is so nice.
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Slide 9: I’m a transfer student and this is so much better than my old school.
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Slide 10: Love the staff and all the work they’re putting in! I always leave the mail center with a smile-thank you for all of the positive energy!
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Slide 11: I’m very happy with the experience. It was very smooth, and I was able to focus on everything else without having to worry about my packages.
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Slide 12: I also know with confidence that my package will be delivered to the correct spot and on time. Nothing gets lost.
Areas of Improvement
Pre-delivery Program
There were some questions about how pre-delivery works for summer residents and early arrival students, which we will be sure to address in the future. Others asked if it’s possible to be notified when packages are placed in students’ rooms, and if there is a way to opt out of pre-delivery. Lastly, some requested more clarity on the transition from the pre-delivery period to the pick-up period. This is great feedback, and we’ll work it into our program next year!
Service Hours
We heard you – service hour changes during check-in and the first few weeks of the Fall semester can be difficult to keep track of. We’re looking into some ways to make the open hours more prominent on our website, and to use other campus resources like digital screens and social media to remind students of hour changes during the hectic Fall Rush period and beyond. In the meantime, we’ve added a link to the open hours on the Student Mail Portal (SCLogic) homepage for ease of access.