PRICE (8 comments)

• I have always loved working with the Print Shop. I only wish that the prices were a little lower, for our budgets have been slashed and I am having a hard time being able to afford the things that I would like to have produced.
• The only issue I have had is that several times we found pricing for copying training material at Office Max and the Idaho Correctional Industry to be much lower than quotes we received from your dept. With budget cut backs it forced us to go outside of the University.
• Sometimes the Print Shop prices are higher than commercial printers.
• I think it is very expensive to run copies for classes/departments. Could there be a graduated pricing system to help cut costs in these difficult times?
• There are many times over the years that I've found local businesses who could do certain print jobs to be significantly less expensive than the Print Shop. The prices are often a major concern and seem to be higher than most private businesses when one would think we would be paying less.
• Price has been our only concern. We prefer to use your department but off campus venues are much less expensive.
• Prices are better for printing through outside vendors
• Sometimes the Print Shop is unable to come close to prices available off campus. Not sure if that can be helped.

COMMUNICATION/FOLLOW-UP (7 comments)

• Inform how to pick up and deliver quantities from the SUB, since the loading zone in the front of the building is not available.
• I think it would be helpful to have on the receipt, the actual price of the printed items. My staff tend to delete/miss the follow up price outs sent via email. I think that would help in budgeting and backing up materials. Otherwise, you guys are great!
• I would like the job's total price to be on the delivery ticket. This would be very helpful.
• Final invoices sent to the customer when submitting an IDC.
• Notification when something ships would be great. Only receive confirmation & acceptance of order at this time.
• Display estimated submission/delivery dates on website.
• The online ordering system is great. Initial conversations, responsiveness is good but communication in the event of scheduling conflicts needs improvement. Most of the time, that is not an issue. P&G usually meets deadlines. Both Ted Bailey and Steve Marlatt represent P&G very well.

EXPECT BETTER SERVICE (7 comments)

• For the last couple of projects I submitted, it took multiple tries to get the project correct. See Below in suggestions.
• I have only a few print/sign shop jobs that I need to have done. I was surprised/disappointed with the last two projects. First one It was a repeat Print Shop project (quantity, paper, size, ink stayed the same) with updated content. I provided what I thought was camera-ready copy. Apparently, someone took the old copy and tried to identy what I changed and missed about 3 of the 5 changes. It was a SIMPLE job yet took 3 proofs to get it right. That's a waste of valuable time. Second: The one and only sign I ordered had to be done twice because someone didn't listen to or read carefully to the instructions. The individual who understood the instructions wasn't the one who did the job and something was definitely lost. I asked for the sign to be on thin plastic, no thicker than a credit card, that could be rolled up. First attempt was a sign on a board about 1/4 in. thick that is too stiff to roll up. My suggestion: the person(s) performing the work needs to reread the orders to make certain instructions are clear before starting the project. If you aren't going to use the camera-ready copy provided, then retype the entire content OR ask the customer to mark the content changes. Web services have been EXCEPTIONAL! Good communication on projects and fast turn around time. These services are a great value for the service provided!
• I have worked mostly with the print shop through a student organization. I have noticed that student customers do not always get the same high quality service that a professional staff member might get. We had some frustrations in the spring with some poster orders that the student club made, and I had to step in as their advisor to get us better service at the Print Shop. Overall though I tend to be very happy with the service I get there.
• I would like to treated like I am the reason you're there - I am your customer, not that I'm an interruption of something else you're doing and when I have an emergency (not often) I would like to be assisted, not told you can't possibly help, especially when your employees are putting on their coats and walking out the door. That's really poor customer service. I will go elsewhere for my printing needs every chance I get.
• Come out to job sites and help determine appropriate signs for the area instead of expecting experts in other fields to become expert in your field.
• Graphic design at Sign Shop and at Print Shop needs to communicate their role better to customers. I expected that at $50/hr, they would be the experts- but this is not always the case. I have found that I have to be the "creative director" and this is not a role I am comfortable or experienced with. The exception is when I work with Kathy Robinson- she always does very nice work and does not require me to be heavily involved.
• Sign shop is one of the least professional businesses I have ever worked with

WEB ORDERING (6 comments)

• I never received the business cards I ordered (+4 months)
• I was charged extra because our department name wrapped to a second line and pushed the e-mail address off the bottom of the business card. This happens every time I order business cards. The Print Shop is able to fix it by tightening the kerning. The staff should check the proof against the order and make the fix automatically instead of my having to reject the proof and then get charged $15 extra for the fix. I'm not happy.
• I've had a couple of issues when ordering forms for CWI. One was envelopes, which I think has been resolved. I just ordered some letterhead, though and even though I filled in the full phone number correctly, it did not show up on the proof. Not sure why it happened, but it created a lot more work to make sure the order got done properly. The staff was very helpful in getting it resolved.
• A more complete and up to date online ordering system where one could upload, proof, get pricing, check on order status, etc. would be great for the Sign Shop and Printing and Graphics. Thank you.
• We use your services because we are a campus department. Your services are good, but you need to improve your ordering software and a couple of your processes as noted in my earlier comment.
• We have many different departments and many different letterhead needs. I feel that there should be more options. Also I feel there should be clearer paper descriptions. I wanted to order second page letterhead and I just guessed as to which one to order.

TURNAROUND (5 comments)

• It been my experience that the sign shop is very slow when ordering name tags and other products.
• We often use off-campus resources for quick turnaround of posters
• I think more students and staff and possibly broader community would use your services personally if the attention were given to providing those services adequately. Otherwise, clients will migrate to Kinkos or another printing resource. On departmental jobs, I have seen good results though the time should be shortened for some printing. Your idea to recycle paper into pads is neat! Your calendars of university shared values is excellent.
• Be more willing to work with us when there is a legitimate rush job. Sometimes we get last minute requests to have something printed. We don't purposely wait until the last minute to request a printing job. Sometimes it's our fault but sometimes it's not.
• In my department we tend to use outside vendors due to the fast turn around. I would suggest to invite all the graphic designers on campus and show them what types of services you provide and how you are better than outside vendors.

ATTENTION TO DETAILS (6 comments)

• Cust. Svc personnel need to read e-mails more thoroughly.
• You need a better system of version control.
• I have seen things swing from absolutely atrocious response time before Ted was in charge to being a really excellent place to have things printed in a timely fashion. Recently, we have had two separate instances where we have had issues on jobs because the customer service person made assumptions without either reading the very specific e-mail accompanying the print job or asking for clarification. The first time a proof caught the error, the second, it went to print and was completed before the error was caught. I understand that you have to deal with all levels of users who submit print jobs, from someone designing something in Word to a designer submitting a press-ready document, and customer service should be able to accommodate any situation through-out that spectrum. Your expertise is the printing, I should be impressed by that expertise each time I send something over and I shouldn't feel bad because I didn't know everything about printing and missed something.
• Final product was good...took several iterations to get the final product printed correctly because we were dealing with several different people on the same job and they kept using the wrong version to make corrections.
• I have had very mixed results--I went to the print shop and copy center to have some documents done for a non-profit and personal use as well as work.The personal and non-profit experiences were a disaster--mixed up docs, edges of text missing, not enough supplies of what I wanted so I ended up going to three different spots on campus, unclear explanation of billing, etc. It cost me time and frustration. I ended up going to Kinkos for all of my personal and non-profit needs and to re-do the work even though I wanted to support the university's printing departments. As far as our departmental printing, I have had good results and even got some help at the 11th hour with some printing that had to be done for congressional staff. I am not sure why there were such inconsistent experiences. I cannot check both excellent and unacceptable which is why I have checked adequate in most fields on this survey.
• The Sign Shop has done stellar work for me. We've had some serious goofs with the Print Shop lately, but their customer service is excellent and they work hard to correct mistakes when identified.

MISC. (3 comments)

• Wish Campus Copy had a spiral binder - long way to walk with books. Place a spiral binder in Campus Copy - Education building.
• Need to stock different colored papers. It is hard to wait a week or longer to get copies done, when we need it right away.
• We have purchased some table top signs. They were a bit awkward with the four pronged plastic backs. We also purchased on some table top signs from an outside company that were the pull up type. At the time, you were not able to make the size we needed, so had to go with an outside company. If you want specifics, please do call me. This is hard to explain via a survey! Kimber 6-3676 (yeah, makes me not so anonymous now!)

Pretty Happy Customers

(65 comments)

• Very willing to work with our needs
• I am not very creative and I don't know a lot about the printing a graphics business, so I am always grateful to have helpful, knowledgeable people in all the above departments helping me and making things happen on my behalf.
• Thank You!
• Not sure if the Web/Graphic is who I think it is, but if it is they were great.
• I've always had a great experience. Thanks
• The photo department is great, too.
• Thanks for all that you do for Extended Studies
• I use two things: the recycling of paper into pads, and I print the BSU calendar. I love having both services!
• Everything is good. And customer service keeps it that way!
• I have only used the printing shop services, and have always had wonderful service and product. Performance has always been good.
• You guys have always been great - which is why I skipped the question about whether your performance is "getting better" - it's already great in my opinion!
• Advertize your capabilities - I wasn't aware until recently that web/graphic design was in your capabilities.
• Thanks for all your help over the years. You guys have been great!
• staff does a good job but seems like most at BSU the front line staff is much over-worked. top heavy.
• This is the first time I have utilized BSU's printing services so I could not answer question 6.
• Thanks for soliciting feedback. Keep up the good work :)
• Keep up the good work!
• Your team is always responsive. I don't have suggestions at this time.
• It's "very likely" I'll use your services in an emergency, since you're the only print shop on campus. I was dismayed at the prices. Lower prices for basic black and white copying, please, and make clear whether or not the self-serve copiers are less expensive than handing the copy job over to you.
• Good products, timely.
• None, great service as is. Bus. Cards and signage have been flawless.
• #6 was answered 'staying about the same' because the service has been great for a long time!
• You all do a great job!
• No suggestions at this time. But on question 6 above I marked "Getting much better?". But your service has always been great with me!
• I have always been pleased with the work of the Print Shop. Amanda does a great job getting jobs through, Tara and Kathy are fast and responsive. Sign shop is great.
• Standard seems to be "above and beyond"
• Appreciate the professionalism that your designers have. We have worked with Kathy Robinson for years and dread the time when she retires.
• Everyone has been very wonderful.
• They made a first rate banner for us quickly and professionally.
• yOU rOCK!
• Staff is very knowledgeable, helpful, and friendly
• Currently working with Sign Shop and Steve is extremely responsive to our needs.
• the sign shop is amazing. they are so great to work with and really take great care of us!
• The staff have been very helpful, responsive and talented.
• Professional, helpful, informed staff.
• Amanda is very personable, friendly and efficient! Love her!
• Appreciate so much work with Ted Bailey!
• We are very pleased with your customer service and quality
• I have had a couple of posters done that were excellent quality.
• I always get great service from Printing & Graphics!
• I have used the Printing and Graphic Services for a decade now. They have never failed to produce the job I wanted, when I needed it, with the best design and communication services.
• Staff at Education building are especially friendly.
• Amanda Lundquist deserves a special commendation. She is wonderful to work with!
• Steve Marlatt-creative and very helpful; Ted Bailey-always very helpful
• Amanda in the Print Shop is AWESOME!
• Staff is friendly and accommodating!
• Amanda is AWESOME!!!
• The Sign Shop is great Steve is doing a great job
• Staff is always helpful and easy to work with. Design is top-notch
• Bring back Tara Mayberry! Or at least put someone in her position that was as good as her.
• Shalom Pennington is awesome and very helpful--can you multiply him so there are more of him!?
• Working with BSU Print Shop is a terrific experience. Designers are talented and professional. The service is excellent as are the prices. Keep on with the good work.
• Thank you to the sign shop - Steve, Pete, and Chris for everything you do for us at the SUB!!!
• Always extremely pleased with customer service and products!
• I have ALWAYS been impressed with the work I have had done! Thanks!
• You guys do a great job and I love working with you. Keep up the good work!
• Can't get much better
• Amanda Lundquist was very helpful!
• Great customer service. Always friendly.
• EXCELLENT OPERATION AND A GOOD VALUE. Thanks
• I say that performance is staying at the same level because it has always been outstanding!
• This reflects my experience in the last two years only.
• I don't know about value for money...haven't gone anywhere else to compare.
• all are very helpful, but sometimes, the copy centers don't have the required different colored papers to copy in color.
• Performance was always excellent.