To: Courier Service contacts

From: Nancy Nathanson

 

Thank you to everyone who participated in the May, 2002 survey of Orbis Courier Service members.

 

LANTER SERVICE:  96% gave Lanter’s pickup & delivery service a passing grade: 72% good or excellent and 24% average.  Questions on service reliability reveal problems that will need to be addressed, since 1/3 feel that there are some ongoing service problems.  On the positive side, nearly 2/3 report that when a Lanter or WPX representative is contacted, the problem is handled satisfactorily.

 

 

TRANSIT TIME.  91% report transit time meets expectations _at least 75%_ of the time.  About half report that transit time meets expectations 90-100% of the time. We'll be working with Lanter to see if we can get those numbers up.

 

SERVICE CONCERNS:  Nearly half of you report a schedule problem once a month or more often (for one in five, it's at least once a week).  All but one reported that service is rarely or never skipped.  And nearly 90% report that damage is rare.  87% report that service has not changed recently. One common theme is the need to make sure that new drivers understand procedures and expectations.

 

 

OTHER CONCERNS: A quarter of respondents report that materials are too often poorly packaged, and more than half report concern about materials addressed or labeled for the wrong dropsite, or having incorrect forwarding information.

 

 

Orbis will continue to send occasional updates about dropsites and other information available on the courier Web site.  We recently added a list of contact names with phone numbers and email addresses so that you can notify your counterpart at another library about labeling and packaging problems.  We’ll soon update that with new contact information provided in the survey.

 

COURIER WEB SITE – http://libweb.uoregon.edu/orbis/courier/

 

Surprisingly, 13% reported never using the web site for the list of dropsites and participating libraries.  We hope that number drops.  Courier participation changes fairly frequently and the Web site is the only source for updated lists. 

 

37% also report that they haven’t been using packaging and labeling information on the Web.  Given the number of libraries expressing concern with packaging, we hope more people take the time to review this information.  See “Packaging tips and guidelines” on the courier Web site, http://libweb.uoregon.edu/orbis/courier/

 

We really do appreciate hearing from so many of you.  We'll be working on the important concerns you raise as best we can, from here at the Orbis office, and we thank those of you who contribute to the program through YOUR efforts as well!

 

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Nancy Nathanson, Orbis Systems Manager. July 2, 2002