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2005
April
R
Recall Customer Value Survey
Recall Customer Value Survey
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Hello:
You are invited to participate in Recall's customer value driver survey. Your feedback is important to us. This survey has been developed to give you an opportunity to share with Recall the importance of our relationship. The following categories represent Recall's value proposition. Please rank these according to the instructions given. Your responses will help us to better serve you in the future and address any issues. Your responses will be kept confidential and will not be used for any purpose other than research conducted by Recall. This survey will take approximately 5-10 minutes to complete. Thank you very much for your time and support. Please start with the survey now by clicking on the
Continue
button below.
What is your current relationship with Recall?
Decision Maker (Contract Authority)
Day to Day Contact
Procurement
Other
The objective of the following questions is to learn about the value placed upon pricing. Please rank the following indicating the level of importance to you (10 being most important).
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Price Variance - Pricing is higher or lower between Recall and other competing vendors.
*
Price Structure - Having one specific type of pricing structure instead of another, such as, per lb. vs. per bin
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Clarity of Invoice - Clear and easy to understand invoice
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Timeliness of Invoice - Receiving your invoice on or before the same day each month
The following set of questions ask about the value of your customer experience. Please rank the following indicating the level of importance to you (10 being most important).
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Methods & Ease of Order Placement - Having different options such as, fax, online via Web, phone, etc.
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Professionalism & Courtesy of Customer Service Specialists - Dealing with professional telephone representatives when contacting Recall
*
1st Call Resolution - Having your issue resolved during your original call - requiring no follow up or call back
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Proactive Communication of Service Delivery Interruptions - Contacting you in advance for any unplanned interruption to your service delivery
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Designated Account Manager - Assignment of a local account manager to be your "voice" within Recall
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Responsiveness to Service Issues / Timely Issue Resolution - Service related issues resolved promptly and to your satisfaction
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Professionalism / Quality of Security Services Rep - Having a professional and high caliber driver servicing your location(s)
The following questions pertain to the actual service of a delivery. Please rank the following indicating the level of importance to you (10 being most important).
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Responsiveness to Service Requirements - Receiving a prompt turnaround on service requests, such as same day, 24 hours, etc.
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Service Completed On-Time / On Scheduled Date - Meeting regularly scheduled service dates and times without frequent changes
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Service Performed Completely - Ensuring no bins are missing during regular service, and all service requirements are met on each visit
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Proper Security Procedures - Ensuring your material is properly secured and protected from point of pick-up to final destruction
Please rank the additional item from 1-10 indicating the level of importance to you (10 being most important).
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Please rank the additional item from 1-10 indicating the level of importance to you (10 being most important).
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*
Please rank the following values from 15-1 with 15 being the most important item and 1 being the least. Use each number only once.
Price variance against competition
-- Select --
Price structure - per lb. vs per bin
-- Select --
Clarity of invoice
-- Select --
Timeliness of invoice
-- Select --
Methods & ease of order placement
-- Select --
Professionalism & courtesy of customer service specialists
-- Select --
1st call resolution
-- Select --
Proactive communication of service delivery interruptions
-- Select --
Designated account manager
-- Select --
Responsiveness to service issues / Timely issue resolution
-- Select --
Professionalism / Quality of security service reps
-- Select --
Responsiveness to service requirements
-- Select --
Service completed on-time / on scheduled date
-- Select --
Service performed completely
-- Select --
Proper security procedures
-- Select --
Please contact
[email protected]
if you have any questions regarding this survey.
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