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. 

November 27, 2023

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. 

How would you rate your package pre-delivery experience?

88% of respondents rated pre-delivery 7 or higher. 

How would you rate your experience with the Columbia Student Mail Center this fall?

95% of respondents rated their experience 7 or higher. 

How would you rate the time it took you to get your package after you checked in using the kiosk at the entrance?

93% rated 7 or above, meaning it was faster than expected. 

Our Favorite Comments

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.