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New Driver Service Questions
How satisfied are you with your experiences in each of the following?
Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied Don't Know / Not Applicable
Schedule or Transit times
(whichever applies to you)
The Delivery Driver position is what you expected/were told it would be
Communication between you and your supervisor
Corrective action addressed and handled in a timely and fair manner
Since your start date, what is your overall feeling of the job so far
 
 
 
 
   
 
 
Equipment

Complete this section IF YOU USE EQUIPMENT SUPPLIED BY (COMPANY).
How satisfied have you been
in the last 12 months with each of the following?
Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied Don't Know / Not Applicable
Equipment ordering process
Availability of desired equipment
Availability of information on the status of ordered equipment
Reliable delivery of empty equipment
Equipment cleanliness and physical/mechanical condition
Corrective action taken if equipment did not meet your needs
In the last 12 months, how satisfied have you been with (COMPANY) overall performance in this area?
 
 
How satisfied have you been
in the last 12 months with each of the following?
Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied Don't Know/ Not Applicable
Marketing rep understands your business
Marketing rep understands your transportation needs
Marketing rep effectively coordinates resources to fulfill your transportation needs
Marketing provides competitive products and services
Timeliness and adequacy of marketing rep's responses to your requests
In the last 12 months, how satisfied have you been with (COMPANY) overall performance in this area?
 
 
 
Please name your marketing representative 
If you don't know, type N/A.
  

  













 










   


Customer Solutions

(COMPANY) Customer Solutions Department is the customer contact for issues and inquiries concerning railroad status, service commitments and logistic solutions.

How satisfied have you been
in the last 12 months with each of the following?



Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied Don't Know/Not Applicable 
Effectiveness of Customer Solutions representatives in resolving problems









Accuracy of information provided by Customer Solutions representatives









Customer Solutions rep exhibits knowledge of my business









Proactive notification of service interruptions/exceptions by your Customer Solutions rep









Customer Solutions keeps you advised of the latest web technology tools that are available









In the last 12 months, how satisfied have you been with (COMPANY) overall performance in this area?






















 










   


Service Support

(COMPANY) Service Support Department handles the customers' routine transactional activity, such as car releases, switching requests, etc., and is reached by calling 800-555-5555.

How satisfied have you been
in the last 12 months with each of the following?



Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied Don't Know/Not Applicable 
Effectiveness of Service Support in resolving problems









Accuracy of Information provided by Service Support representatives









Speed of Service Support representatives in resolving problems









Courtesy and professionalism of Service Support representatives









In the last 12 months, how satisfied have you been with (COMPANY) overall performance in this area? 






















 










   


Billing

How satisfied have you been
in the last 12 months with each of the following?



Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied Don't Know/Not Applicable 
Accuracy of freight bills









Accuracy of extra service/accessorial bills









Corrective action taken if a billing error occurs









In the last 12 months, how satisfied have you been with (COMPANY) overall performance in this area?






















 










   


Freight Loss and Damage

How satisfied have you been in the last 12 months with each of the following?



Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied Don't Know/Not Applicable 
Effectiveness of freight loss and damage prevention services









Timely resolution of freight loss and damage claim(s)









Accessibility and responsiveness of freight loss and damage prevention team









In the last 12 months, how satisfied have you been with (COMPANY) overall performance in this area?






















 










   


ECommerce

How satisfied have you been in the last 12 months with each of the following?



Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied Don't Know/Not Applicable 
Information about (COMPANY) web site and web-based tools









Usefulness of web-based tools provided by (COMPANY)









Ease of use of web-based tools provided by (COMPANY)









In the last 12 months, how satisfied have you been with (COMPANY) overall performance in this area?






















 










   


 


 
  

  













 










   


Overall


Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied Don't Know/Not Applicable 
Overall, how satisfied have you been with (COMPANY)?






















 










   


How satisfied are you with (COMPANY) performance regarding:



Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied Don't Know/Not Applicable 
Communication regarding issues of concern to customers











Value for your transportation dollar 










Innovation and creativity/anticipating future needs










Connectivity with other carriers






















 










   


Compared to other rail and intermodal transportation providers, how would you rate (COMPANY)?



I would prefer to use (COMPANY) (COMPANY) is slightly better than other carriers (COMPANY) performance is about the same as other carriers' performance (COMPANY) is slightly worse than other carriers I would prefer to use another carrier if / when possible 
 





















 










   


 


Please list the three most important areas when dealing with a transportation carrier.
  

  













 










   


 


As stated in the introduction of this survey, your (COMPANY) Account Representative will contact you within two weeks to address any items for which you indicate dissatisfaction. You can also request a call here.

 Do you want to be called to discuss an issue related to the topics in this survey?






  






Yes, please call me.






  






No.



















 










   


 


 
  

  













 










   


 


Your Name
  

  
Title
  

  
Company Name
  

  
Phone Number
  

  













 










   


 


 
  

  













 










   


 


 
  

  













 










   


 


 
  

  













 










   


 


 
  

  













 










   


 


Do you receive (COMPANY) bills?






















  






Yes. Please complete the following section: Billing.



















 










   


 


 
  

  













 










   


 


 
  

  













 










   


 


 
  

  













 










   


 


Click on the maximize box in the top right corner of this window to view the full survey. Use the scroll bar at the right edge of the screen as needed to scroll down.

 
This survey solicit (COMPANY) performance in eight areas:

Transportation Service
Equipment
Marketing
Customer Solutions
Service Support
Billing
Freight Loss and Damage, and

ECommerce

For each question, please click on the response that you feel 
most accurately describes how satisfied you are 
with (COMPANY) performance in the last 12 months.

 Your (COMPANY) Account Representative will contact you within two weeks to address any items for which you indicate dissatisfaction. We will also contact you if you request a call (in the Overall section of this survey.)

 At the end of the survey, click on the Submit button to send us your response.


Your assistance is very much appreciated!















 










   


 


Have you used (COMPANY) web site?
















  






Yes. Please complete the ECommerce section.






  






No. Please skip this section.



















 










   


 


Have you experienced freight loss and/or damage on (COMPANY) in the past 12 months?


















  






Yes. Please complete the Freight Loss and Damage section.






  






No. Please skip this section.



















 










   


 


Click on the Submit button to complete this survey. Thank you for your assistance.















 











































































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