2006 Survey Results
The Department of Publications and Printing conducted an online survey in late December to measure how effectively the department is providing for your publications printing and copying needs. This survey was a part of the University System's customer service initiative - "Faster. Friendlier. Easier." Faculty and staff were asked to participate in the survey to help with the self study.
The results will be used in evaluating our responsiveness and will allow us to make changes as needed.
1. What is your present affiliation with UWG?
| Response Percent | Response Total | |
| Faculty | 27.4% | 20 |
| Staff | 71.2% | 52 |
| Other | 1.4% | 1 (administrator) |
| Total Respondents | 73 | |
| Skipped this Question | 0 |
2. How often do you contact Publications & Printing?
| Response Percent | Response Total | |
| Frequently | 39.7% | 29 |
| Occasionally | 41.1% | 30 |
| Seldom | 12.3% | 9 |
| Total Respondents | 73 | |
| Skipped this Question | 0 |
If you do not use P&P, why not? (5 responses):
- Not clear what printing services are available, what limits I'd have to work within.
- I use P&P frequently, however I am not the one to contact them (our secretary does).
- Secretary does it for me.
- I post my information on WebCt for students, as it saves time and money for both the students and me.
- Too expensive and too difficult to deal with.
3. What is your normal method of contact?
| Response Percent | Response Total | |
| In Person | 50% | 35 |
| 21.4% | 15 | |
| Phone | 21.4% | 15 |
| Campus mail | 7.1% | 5 |
| Website | 0 | |
| Total Respondents | 70 | |
| Skipped this Question | 3 |
4. In your last interaction, what type of service were you seeking?
| Response Percent | Response Total | |
| Black and White quick copies | 20.8% | 15 |
| Color Copies | 15.3% | 11 |
|
Offset printing (such as a two, three or four color publication) |
31.9% | 23 |
| Design Service | 11.1% | 8 |
|
Quote for Campus Printing Service |
2.8% | 2 |
|
Assistance with outside (commercial) printing |
2.8% | 2 |
| Other (please specify) | 15.3% | 11 |
| Total Respondents | 72 | |
| Skipped this Question | 1 |
Other (11 responses):
- Spiral bound course booklet
- Paper stock
- Business cards (2)
- Carboned door hangers
- Several of the above and business cards
- Three-hole punch
- Pick up items for department
- It was a combination of several of these as I worked on conference-related posters, brochures, and program books. It included conversations about design, the best way to approach the tasks, etc.
- Purchase media
- Brochure development
5. How satisfied were you with the service performed?
| Response Percent | Response Total | |
| Excellent | 68.1% | 49 |
| Good | 18.1% | 13 |
| Fair | 8.3% | 6 |
| N/A | 0 | 0 |
|
If not, please describe what happened |
5.6% | 4 |
| Total Respondents | 72 | |
| Skipped this Question | 1 |
What happened? (4 responses):
- Asked for 450 copies. Picked them up and mailed them and was called hours later to be advised that 50 copies were left out. I had to remail them separately.
- Employee on the phone discussing someone who had a baby and when they were going to visit them.
- Normally, I am very satisfied. However, I've had a couple of instances in which my exams were printed incorrectly and it caused problems for my students and myself.
- Price quoted was more than local printer.
6. If you have ever needed printing faster than the regularly scheduled time, how well did the Pub & Print staff work with you to meet your need?
| Response Percent | Response Total | |
| Excellent | 50.7% | 36 |
| Good | 16.9% | 12 |
| Fair | 5.6% | 4 |
| N/A | 22.5% | 16 |
| Comment | 4.2% | 3 |
| Total Respondents | 71 | |
| Skipped this Question | 2 |
Comments (3 responses):
- The P&P staff has always been very efficient and friendly. They are always willing to help meet requests in a timely fashion, and they are excellent to work with.
- I never knew they would work with me if I needed something faster.
- Terrible. We have asked for something (paper cut, copies) quickly and the response is always 'end of the week' or 'next week'.
8. Have you ever e-mailed a job to pubprint@westga.edu or used the Pub and Print network to submit a quick copy job?
| Response Percent | Response Total | |
| Yes | 53.5% | 38 |
| No | 22.5% | 16 |
| Comment | 23.9% | 17 |
| Total Respondents | 71 | |
| Skipped this Question | 2 |
If not, why? (17 responses):
- I'm a new employee.
- Normally we have weird stuff to copy, like a monetary bill or brochures we don't have on CD.
- I like going down to chat with them!
- I've noticed difficulties in work being correctly done when I request it in person. I fear that communicating via email will increase the likelihood that something is done incorrectly.
- My orders are not the usual type printing job.
- I wasn't aware that we could submit jobs in this format.
- Directly in contact with Sally and Teresa.
- Any time I've emailed info, it's been directly to Debby since she was the person who was working with me.
- Didn't know this existed.
- I didn't realize this service was available. Also, sending everything to our secretary first is easier since she picks everything up for us as well.
- No need to.
- There is always a nagging concern that what I send may not be what comes up on the other end -- outside margins, front and back not matched as designed, etc.
- Much of what we need isn't quick, but I do email Debby Holcombe directly when I need something. She's great!
- I didn't know this was a possibility.
- Haven't needed to.
- I prefer discussing the project in person.
9. Please rate the quality of the following services offered by Pub and Print:
| Excellent |
Above Average |
Average |
Below Average |
N/A | |
| Black and White quick copies | 53% (37) | 14% (10) | 13% (9) | 0 (0) |
20% (14) |
| Color Copies | 46% (32) | 16% (11) | 7% (5) | 3% (2) | 29% (20) |
|
Two, three or four color publications |
46% (32) | 17% (12) | 4% (3) | 3% (2) | 30% (21) |
| Design Service | 37% (25) | 10% (7) | 12% (8) | 9% (6) | 32% (22) |
|
Quote for Campus Printing Service |
43% (30) | 19% (13) | 6% (4) | 4% (3) | 28% (19) |
|
Facilitating outside (commercial) printing |
11% (7) | 9% (6) | 5% (3) | 2% (1) | 74% (49) |
| Answering your questions | 66% (47) | 10% (7) | 14% (10) | 1% (1) | 8% (6) |
| Total Respondents | 72 | ||||
| Skipped this Question | 1 |
10. Are there additional services you would like for P&P to offer?
| Response Percent | Response Total | |
| Yes | 1.6% | 1 |
| No | 89.1% | 57 |
Suggestions: (Six responses):
- Delivery would be great, and another location that also served students.
- Additional options for binding print jobs.
- Take over photo processing from LRC because the quality of work is better at P&P.
- Be able to print off of publisher. Delivery.
- Not sure but since you guys are THE best around I figure if you offered it, the product would be better than anything I could find anywhere else.
- I would like to be able to come inside and make my own copies. Sometimes it takes them several days to do something that takes only a few minutes to complete.