D E L I V E R Y
S E R V I C E S
JANUARY 7, 2015
2014 Delivery Services Survey
Analysis
DELIVERY SERVICES
SURVEY ANALYSIS
Abstract
In November 2014 a customer service survey for Delivery Services was created with Qualtrics.
The campus was solicited for their satisfaction of Delivery Services and the results were
collected over a period of several weeks. An initial glance at the results suggests that most
campus Delivery Service customers are satisfied with the level of service provided. Despite the
generally positive results, some elements of Delivery Services were pointed out as being sub par.
Delivery Services can use these results to make improvements to better serve the campus
community.
Survey results
21 individuals started and all completed the survey. As you can see in figure 1, the participants
were faculty (11%) or staff (89%), No student workers responded to this survey.
Figure 1 – Who Took the Survey
In addition, the survey was designed in such a fashion as to not allow the survey taker to skip any
questions, they were able to list N/A as a valid response. In most cases this presents few if any
problems, it does however, result in what may seem like inconsistent totals at times.
This report will focus on three areas, Staff, Services, and Overall Satisfaction. In reviewing and
analyzing the data from these three series of questions I believe we can best illustrate and address
areas of deficiency.
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DELIVERY SERVICES
SURVEY ANALYSIS
Staff
Respondents were asked to rate the staff of the four divisions of Delivery Services, the mail
center, central receiving, inventory control and surplus.
The participants were asked to rate the staff of each division based on their courteousness. They
could rate weather they feel the staff is courteous based on a scale agreement, strongly agree,
agree, neither agree nor disagree, disagree, or strongly disagree. Figure 2 shows the results
below. The majority of respondents agreed that the staff is courteous but they were a few
respondents that selected strongly disagree.

The Mail Center: 84% answered agree or strongly agree, 11% responded with strongly
disagree, and 5% neither agreed nor disagreed

Central Receiving: 79% answered agree or strongly agree, 11% responded with strongly
disagree, and 10% neither agreed nor disagreed

Inventory Control: 8% answered agree or strongly agree, 16% responded with strongly
disagree or disagree, and 26% neither agreed nor disagreed

Surplus: 68% answered agree or strongly agree, 16% responded with strongly disagree or
disagree, and 16% neither agreed nor disagreed
Figure 2 – Staff Ratings Based on Courteousness
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DELIVERY SERVICES
SURVEY ANALYSIS
The next question about the staff was focused on how knowledgeable they would rate the staff in
each division. They could rate how knowledgeable the staff is based on a scale agreement,
strongly agree, agree, neither agree nor disagree, disagree, or strongly disagree. Figure 3 shows
the results below. The majority of respondents agreed that the staff is courteous but they were a
few respondents that selected a level of disagreement.

The Mail Center: 73% answered agree or strongly agree, 11% responded with strongly
disagree, and 6% neither agreed nor disagreed

Central Receiving: 74% answered agree or strongly agree, 21% responded with disagree
or strongly disagree, and 6% neither agreed nor disagreed

Inventory Control: 58% answered agree or strongly agree, 16% responded with disagree
or strongly disagree, and 26% neither agreed nor disagreed

Surplus: 63% answered agree or strongly agree, 16% responded with disagree or strongly
disagree, and 21% neither agreed nor disagreed
Figure 3 – Staff Ratings Based on Knowlegde
The participants were asked if the Delivery Services staff was helpful in creating solutions to
problems. They were asked to rate the staff on a scale of agreement, definitely agree, somewhat
agree, neither agree nor disagree, somewhat disagree, definitely disagree, or unsure.

79% answered agree or somewhat agree. 11% neither agree nor disagree, 10% answered
somewhat disagree or definitely disagree
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DELIVERY SERVICES
SURVEY ANALYSIS
Services
The next set of questions focused on the services provided by Delivery Services. Participants
were asked to rate the services from each division. The results are broken down by question and
divisions below.
Delivery Services delivers inbound mail, freight and materials in a timely manner:

The Mail Center: 63% answered agreed or strongly agree, 21% answered disagree or
strongly disagree, 16% answered neither agree nor disagree.

Central Receiving: 58% answered agreed or strongly agree, 37% answered disagree or
strongly disagree, 5% answered neither agree nor disagree.
How would you rate your satisfaction with the solutions proposed by Delivery Services to
overcome obstacles?

The Mail Center: 80% answered in the satisfied range, 7% answered in the dissatisfied
range, 13% answered neutral.

Central Receiving: 75% answered in the satisfied range, 19% answered in the dissatisfied
range, 6% answered neutral.

Inventory Control: 56% answered in the satisfied range, 6% answered in the dissatisfied
range, 38% answered neutral.

Surplus: 56% answered in the satisfied range, 6% answered in the dissatisfied range, 38%
answered neutral.
How would you rate the delivery services response time to inquiries and requests for assistance?

The Mail Center: 69% answered in the satisfied range, 6% answered in the dissatisfied
range, 25% answered neutral.

Central Receiving: 88% answered in the satisfied range, 12% answered in the dissatisfied
range, 0% answered neutral.

Inventory Control: 63% answered in the satisfied range, 6% answered in the dissatisfied
range, 31% answered neutral.

Surplus: 63% answered in the satisfied range, 6% answered in the dissatisfied range,
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DELIVERY SERVICES
SURVEY ANALYSIS
31% answered neutral.
FedEx
Participants were asked how satisfied they are with the FedEx billing process. Most respondents
answered satisfied or neutral. 50% of people responded in the satisfied range, 33% were neutral
and 18% answered with some level of dissatisfaction. The results can be seen in Figure 4 below.
There were 2 respondents that left comments about reasons for their dissatisfaction: “billing is
not transparent, hard to link up the shipments with billing charges” and “impossible to know
pricing, especially for various options, sometimes charges are reasonable, sometimes ridiculous.”
Both comments are related FedEx billing not being clear, this is an area that could be improved.
Figure 4 – FedEx Billing Satisfaction
Website
Participants were asked to rate Delivery Services website as a useful resource the results were
positive for all divisions.

The Mail Center: 60% answered in the satisfied range, 13% answered in the dissatisfied
range, 27% answered neutral.

Central Receiving: 53% answered in the satisfied range, 20% answered in the dissatisfied
range, 27% answered neutral.

Inventory Control: 44% answered in the satisfied range, 12% answered in the dissatisfied
range, 44% answered neutral.

Surplus: 47% answered in the satisfied range, 13% answered in the dissatisfied range,
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DELIVERY SERVICES
SURVEY ANALYSIS
40% answered neutral.
Policies and Procedure
Participants were if they felt adequate information is provided regarding the Delivery Service’s
policies and procedures. The participants agreed that they were provided with adequate
information, 56% answered in the agree range, while each level on disagreement received 13%.
The results can be seen in Figure 5 below.
Figure 5 – Adequate Infornation Provided
Overall Satisfaction
When respondents were asked about overall satisfaction with Delivery Services the results were
generally rated as satisfied. Below is a breakdown of how each division was rated. The results
can be seen in Figure 6 below.

The Mail Center: 87% answered in the satisfied range, 0% answered in the dissatisfied
range, 13% answered neutral.

Central Receiving: 74% answered in the satisfied range, 26% answered in the dissatisfied
range, 0% answered neutral.

Inventory Control: 67% answered in the satisfied range, 6% answered in the dissatisfied
range, 27% answered neutral.

Surplus: 75% answered in the satisfied range, 12% answered in the dissatisfied range,
13% answered neutral.
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DELIVERY SERVICES
SURVEY ANALYSIS
Figure 6 – Overall Satisfaction
Responses to Comments:
The participants were asked four questions that allowed the participants to respond with text
comments
1 - What type of information concerning Delivery Services do you think would be beneficial
to UNLV campus community?
How to track our own packages.
Delivery Services provides links for ‘Package Tracking’, to track packages, sent by Fedex, DHL,
US Mail and UPS, on their website. All that is required is the tracking number, of the package
being sent, to verify if the package was signed for by Central Receiving personnel or Mail Center
personnel.
Once a Fedex, DHL or UPS package is signed for by Central Receiving personnel, you can go to
the ‘Internal Tracking’ link on their website, to check the status of the package.
Here is the link for ‘Package Tracking’ and ‘Internal Tracking: http://delivery.unlv.edu/tracking
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DELIVERY SERVICES
SURVEY ANALYSIS
More than one pick up time per day for outgoing mail.
The Mail Center is currently evaluating if it possible to add another pick up for outgoing mail.
The number of resources available, at the Mail Center, will determine if an additional pick up
can be maintained, on a permanent basis.
Instructions on how to properly fill out a shipping authorization form.
Instructions on how to properly fill out a Shipping Authorization Form has been added to Central
Receiving Users Guide. It is now available on their website. Here is the link to the ‘Users
Guide’: http://delivery.unlv.edu/ReceivingInformation
What services they provide, their schedules, suggestions for addressing packages
Information pertaining to the services provided, schedules and examples for addressing packages
are found in the Central Receiving Users Guide, Central Receiving procedures, the Mail Center’s
Users Guide and the Mail Center’s procedures. Here are the website links:
Mail Center Users Guide and Procedures: http://delivery.unlv.edu/MailCenter%20Information
Central Receiving Users Guide and Procedures: http://delivery.unlv.edu/ReceivingInformation
2 - What areas of improvement do you feel that Delivery Services would need to make in
order to deliver a better service to the UNLV campus community?
Deliver packages in a more timely manner.
All next day, second day, or other expedited packages will be delivered to the departments on the
same day they are received at the receiving warehouse, if receipt at the Receiving warehouse is
by 12:00 P.M.
All packages received by Delivery Services that do not carry any sort of expedited indication,
will be delivered within a maximum of three working days.
All mail received will be delivered the same day, provided the inbound address is correctly
specified.
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DELIVERY SERVICES
SURVEY ANALYSIS
Mail on campus should not take a week or more to be delivered
All interdepartmental mail is picked-up daily, in the afternoon. On the following day, the
interdepartmental mail and the incoming mail, from the U.S Postal Service, are sorted and
delivered to the established mail stops, on the scheduled routes.
Wish you did not fold mail and band it
Federal mail that needs to be metered and sealed should be presented to the Mail Center, with all
flaps out (not down or tucked in) in a stacked form, rubber banded together. This allows the mail
to be processed and mailed in a fast and efficient manner.
Why can't Fedex deliver directly to buildings?
Many respondents asked why Fed Ex, UPS and other commercial carriers could not deliver
directly to customer offices. UNLV has adopted a closed campus policy for the safety of the
campus community. Allowing those carriers to attempt direct deliveries would create extra
vehicles on campus, driving on sidewalks and pathways designed for pedestrian and not vehicle
traffic.
To further complicate matters, commercial carriers will deliver to only one location per address,
and the entire Maryland Parkway campus shares a single mailing address.
In addition, a vital role of Central Receiving is to provide a third party check and balance system
to provide proof of merchandise receipt and delivery for the purpose of releasing payment. Other
complications would arise if Inventory Control was unable to bar code the required equipment in
Receiving, causing more of a disruption to the inventory cycle.
Delivery and pick up of packages to the Paradise Campus
Central Receiving does not currently have sufficient staff nor equipment (things such as trucks,
etc.) to enable it to provide regular deliveries for off-campus entities. Many off campus
locations possess a mailing address separate from the university’s main mailing address of 4505
South Maryland Parkway. Those customers should feel free to utilize their own mailing address
to ensure timely receipt of their materials.
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SURVEY ANALYSIS
3 - Are there any services that are not currently offered by Delivery Services that you
would like to see offered?
Information on obtaining alternative shipping for first class postage
The UNLV Mail Center and Student Union have a self-service postage kiosk.
The kiosk provides UNLV faculty, staff, and students a self-service, easy-to-use way to send
mail, without having to wait in line at the post office. The Mail & Go kiosk is simple to use and
can process mail for both domestic and international destinations.
The kiosk is located in the Student Union across from the game room, next to the vending
machines
Once you finish getting postage for your mail, all you need to do is take it to the Student Union
information desk, for drop-off. Pickup time for outbound mail is 10 a.m. Monday through
Friday, excluding holidays.
4 - Do you have any additional comments or concerns?
Surplus should be staffed 8-5..
The Surplus Operations section used to only have one FTE assigned, so 8:00am to 5:00pm
staffing was not always possible. Due to the increased sales activity, we have been able to
increase the staffing and the hours of operation are 8:00am to 5:00pm, Monday to Friday.
Whenever a department has surplus items to drop off, the department should contact the Surplus
section to schedule a drop off date and time. This will allow the surplus personnel to have
adequate space and storage racks available for the surplus items.
Analysis
The survey results indicate a general level of satisfaction within all divisions in Delivery
Services. There are areas, such as FedEx billing and timeliness of package delivery where
comments indicate that service levels should be improved. Despite the indicated general level of
satisfaction noted, I feel it important to point out that the sample size for the survey is relatively
small, and the number of respondents accounts for only a small percentage of the campus faculty
and staff community.
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