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As part of Kohler's development program, we are requesting distributor feedback on your unit sales coordinator's performance in sales administration. This survey has 11 questions and should take no more than 5 minutes to complete. It's very important that your response is candid because it will help us see where we need to improve most. As an example, the opportunities for improvement from the March survey resulted in changes to the way we assign coordinators to accounts; adopting more of a team approach. We have also decided to share the summary results from the March Survey.
Please fill out this survey based only on our department's performance in sales administration. You can choose to share your comments or you can keep your evaluation confidential. You can also forward this email link to others at your company, and you can take the survey more than once if you would like to offer feedback for more than one coordinator team or on the department in general.
Thank you in advance for your feedback!
Laura Rice
Manager-Sales Administration
Average Scores from the March Survey:
1 - Coordinator is courteous and professional (3.66 out of 4, or 92%)
2 - Displays appropriate level of product knowledge (3.4 or 85%)
3 - Coordinator follows instructions (3.49 or 87%)
4 - Coordinator communicates clearly and effectively (3.48 or 87%)
5 - Coordinator (or backup) can be reached when needed (3.19 or 79%)
6 - Coordinator proactively keeps you in the loop on open requests (3.17 or 79%)
7 - Coordinator provides status updated without you having to ask first (3.18 or 79%)
8 - Coordinator provides updates in a timely manner (3.22 or 81%)
9 - Coordinator is accurate & has a strong attention to detail (3.38 or 84%)
10 - Overall Satisfaction - coordinator represents your interests at KPS (3.4 or 85%) |
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| * We have recently changed from having one primary coordinator, to coordinator teams. Please select a coordinator team to provide feedback on: |
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| May we share the results of this survey with your coordinator team? |
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| Using a four point scale, where one (1) is "strongly disagree" two (2) is "disagree" three (3) is "agree" and four (4) is "strongly agree" please rate your coordinator team on each of the following statements: |
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| 1. Coordinators are courteous and professional. |
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| 2. Coordinators display an appropriate level of product knowledge for the job. |
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| 3. Coordinators follow instructions. |
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| 4. Coordinators communicate clearly and effectively. |
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| 5. Coordinators can be reached when needed. |
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| 6. Coordinators proactively keep you in the loop on your open requests, even if it is to say that we do not have new information yet. Coordinators don't "drop the ball". |
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| 7. Coordinators provide status updates when new information is available without you having to ask first. |
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| 8. Coordinators provide updates in a timely manner. |
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| 9. Coordinators are accurate and have a strong attention to detail. |
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| 10. Overall Satisfaction. Our goal in customer service is for you to feel like your coordinator is representing your company and your interests as a Kohler Distributor. To what extent do you agree with this statement? |
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| 11. Recent Changes. Our lowest score from the prior survey was 79% on Questions 5, 6 and 7. Question 5 was on being able to reach your coordinator when needed, question 6 was on follow up for on open requests and question 7 was on proactively sending updates. Because of this we realigned coverage to more of a team approach. To what extent do you agree that this change was successful in addressing these areas for improvemet? |
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