A paper survey was distributed by campus mail (October, 2003) to staff and faculty of Grinnell College by the Office of College Services. Dining Services and Facilities Management staff (with the exception of the front office staff) were given access to the survey at a less than 1:1 ratio.
57 Responses received - 13-Faculty; 9-Academic Staff; 32-Administrative Staff (3-not specified).
Response Rate: approx 9%
Q1-15 Beyond general black on white photocopying, the services most requested by college affiliates (according to college affiliates) include:
- Request for color paper stock and card stock (429 requests/last 12 months)
- Cutting (418 requests/last 12 months)
- Folding (292 requests/last 12 months)
- Creation of custom calendars/booklets (113 requests/last 12 months)
These numbers could be reflective of several factors, including: lack of availability in the Grinnell area for custom products and services, complexity of projects, multiple services are requested for an individual project (i.e. photocopy and cut, photocopy, cut, spiral bind and label, etc.)
Services least requested include:
- Request for transparency photocopies (1 request/last 12 months)
- Mail Merge (9 requests/last 12 months)
- Labels (28 requests/last 12 months)
- Envelope stuffing (35 requests/last 12 months)
These numbers could be reflective of several factors, including: lack of demand for this service by an institution of Grinnell's size, autonomy of department members, lack of knowledge that the service exists, or individual budget constraints.
Quality of Product
For all services, Quality of Product meets or exceeds expectations (on the average).
Timeliness of Product
For all services, Timeliness of Product meets or exceeds expectations (on the average). There was no exceptional deviation from this criteria's averages. There are no items to note in this category.
Customer Service for all services is rated meets or exceeds expectations (on the average). Although some respondents relayed specific interactions that could have resulted in a more positive outcome, a majority commented on their positive, productive interactions with Copy Connection staff.
Overall Ratings (by Service)
The services rating the highest averages for all three criteria (quality, timeliness and customer service) include: Transparencies (4.33)** , Color Photocopies (4.23) and Typesetting and Design (4.11).
**It should be noted that only one respondent provided ratings for Transparency service.
Q16 Regarding the Order Form for general services available at Copy Connection, 36/50 respondents found the form easy to complete, 32/41 found it informative, 34/41 found it convenient. 30/42 found the form to be reflective of available options (services) while 10 found it not to be reflective of available options.
Q17 Many more respondents were familiar with the General Order Form than with the Stationery Order Form. 27/47 respondents to question #17A selected the Not Applicable option when stating whether the Stationery Order Form is easy to complete. Approximately 18-20 of the respondents were familiar enough with the Stationery Order Form to state that the form is relatively easy to complete (19/47), informative (17/25) and convenient (19/25), although only 15/24 stated that the Stationery Order Form is reflective of available options.
Q18 Similarly, 25/40 respondents selected the Not Applicable option regarding Invoice criteria. The only notable response was that 4/14 applicable respondents found the invoice to not reflect a quoted price.
Q19 Respondents most often deliver work orders through the campus mail courier (36/54) though a surprising number of respondents hand deliver work orders to the downtown location (14/54).
Q20 Out of 52 responses re: delivery preference, 31 respondents prefer to deliver work orders through campus mail courier while nine prefer the hand delivery method. Nine respondents prefer to deliver work orders by e-mail and only 3 stated they prefer a web interface (similar to the method available from the College Mailroom to request UPS labels).
For more information about surveys administered through the Office of College Services or by departments under the College Services division, please contact Vicki J. Wade, Services Coordinator, at 641-269-3044.