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  5. M&H Customer Survey 2012 UK

M&H Customer Survey 2012 UK

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M&H operates a process of continual improvement with the objective of meeting and exceeding customer expectations. We carry out regular Customer Satisfaction Surveys to ensure you have the opportunity to let us know what you think.

The following questions will help us to assess and improve our quality of service to you. Please click onto the most appropriate answer. This will take around 5 minutes.

All completed questionnaires received before 30 April 2012 will be entered into a free draw to win a Kodak Digital Photo Frame.

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.

 
 
 
Please complete your details:
 
 
This Survey is completely confidential and the data provided will be processed in accordance with the Data Protection Act 1998.
 
 
Name
   
 
 
Position
   
 
 
Company
   
 
 
Address
   
 
 
Telephone
   
 
 
1. Contact
 
1a. When making contact with M&H Plastics, how would you rate the following aspects:
Very good Good Acceptable Poor
Efficiency of the telephone reception service
Availability to talk to someone in the right department
Quality of service provided by your internal account handler
Knowledge of staff
Helpfulness of staff
 
 
1b. Please note any additional comments in the box below:
   
 
 
2. Communication
 
 
How would you rate our sales and marketing material, including our catalogue?
 
 
2a. Quality of presentation
Very good Good Acceptable Poor
 
 
2b. How easy do you find our catalogue to navigate?
Very easy Easy Average Confusing
 
 
2c. Inspiration for new ideas
Very good Good Acceptable Poor
 
 
2d. How would you rate our catalogue compared to our competitors?
Very good Good Equal Not as good
 
 
2e. Do you feel we communicate what we can offer as a company?
Yes No Indifferent
 
 
2f. Are you aware we have our own in-house design team?
Yes No
 
 
2g. Would you ever use our in-house design team?
Yes No
 
 
2h. Please note any additional comments in the box below:
   
 
 
3. Website
 
 
3a. Have you ever used the M&H website?
Yes No
 
 
3. Website
 
 
3b. How often do you use the M&H website?
0-3 times per month 3-5 times per month 5+ times a month
 
 
3c. Ease of navigation around the website?
Very good Good Acceptable Confusing
 
 
3d. Do you use the M&H website to choose your product styling?
All the time Sometimes Never
 
 
3e. How would you rate our website compared to our key competitors?
Very good Good Similar Not as good
 
 
3f. Please note any additional comments in the box below:
   
 
 
4. Sample Requests
 
 
4a. How often do you request samples?
1-2 times a month 3-4 times a year 5+ a year
 
 
4b. How quickly to you normally require samples?
Within 24 hours 2-3 days 1 week
 
 
4c. Promptness of delivery?
Very good Good Acceptable Poor
 
 
4d. Quality of sample sent?
Very good Good Acceptable Poor
 
 
4e. How do you usually request your samples?
Telephone On-line Email Exhibition
 
 
4f. Please note any additional comments in the box below:
   
 
 
5. Delivery of Product
 
 
5a. Have you ordered a product from M&H Plastics in the last 12 months?
Yes No
 
 
5. Delivery of Products
 
 
Over the last 12 months, how good was our service for deliveries:
 
 
5b. Deliveries on time?
Very good Good Acceptable Poor
 
 
5c. Matched the delivery note?
Very good Good Acceptable Poor
 
 
5d. Delivered within acceptable time limit?
Very good Good Acceptable Poor
 
 
5e. Were the details on the delivery note correct?
Yes No
 
 
5f. Were the details on the invoice correct?
Yes No
 
 
5g. Do you have any unresolved invoice enquiries?
Yes (please enter details below) No
 
 
5h. Comments
   
 
 
6. Quality of Product
 
 
6a. What is your opinion of the quality of product supplied by M&H?
Very good Good Acceptable Poor
 
 
6b. If you have had cause to complain about product quality, how would you rate our response to your concern?
Very good Good Acceptable Poor
 
 
7. Perceptions of the Company
 
7a. What is your view of M&H Plastics as a company?
Yes No Indifferent
Well established
Trusted quality and delivery
Market leader in packaging
Willing to listen to your needs
Partner in business
Value for money
Company for inspirational ideas
 
 
7b. Please note any additional comments in the box below:
   
 
 
8. Products and Services
 
8a. Were you aware we can supply the following products and services?
(Please mark all applicable)
Yes No
Single and double walled jars
Custom moulding for bottle design
Closure design and manufacture
Flexible tubes
Silk Screen printing and hot foil blocking
Labelling and shrink sleeving
Spray/lotion pumps
Environmentally-responsive products (PCR/PIR/biodegradable/PLA)
 
 
8b. If there are any other products you would be interested in please state in box below
   
 
 
9. Choosing a Supplier
 
 
9a. What ultimately influences your choice of plastic supplier?
(Please rank from 1 – 6 in order of importance to you)
Quality
Value for money
Service
Staff
Trust
Convenience
 
 
9b. Which of our competitors do you consider closest to M&H in terms of our offering?
   
 
 
9c. Any other comments
   
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