No customer service audits have been done or are required by the contract. The Bookstore advisory committee and Wallace's had agreed to conduct such a survey in October 1996, but the survey was canceled when the local manager changed. Clearly, however, there is a great deal of dissatisfaction with Wallace's service at a number of levels. Wallace's, Pruitt, and the current Bookstore Advisory Committee, for example, are concerned about the lack of parking, which they feel limits business, particularly by parents and other visitors. As a result, Wallace's is considering installing a gate system to prevent non-customers from monopolizing the parking places.
Faculty continue to express concern with the limited offerings of trade books and supplies.
More particularly, there is a great deal of dissatisfaction with the performance of the textbook department, especially since the departure of the textbook manager this summer. This fall, there have been numerous complaints of book orders that were changed without the knowledge of the instructors, of books that were mis-ordered, and of inadequate quantities of books. Many faculty and staff have also reported that the textbook department has made little effort to correct such problems in a timely fashion. The most telling measure of dissatisfaction with the Wallace's service is Wallace's own report that sales of textbooks declined sharply in Fall 1997. Because of the complaints and declining sales, Wallace's has sent troubleshooters to investigate the problems.