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  1. Surveys
  2. 2005
  3. April
  4. R
  5. Recall Customer Value Driver Survey
0%
 

Hello:

Thank you for taking the time to participate in our survey. Your feedback is important to us. Please rank the following values according to the instructions given. Your responses will help us to better serve you in the future. 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. 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).
1 2 3 4 5 6 7 8 9 10
* 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
* Clarity of Invoice - Clear and easy to understand invoice
* 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).
1 2 3 4 5 6 7 8 9 10
Methods & Ease of Order Placement - Having different options such as, fax, online via Web, phone, etc.
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
Proactive Communication of Service Delivery Interruptions - Contacting you in advance for any unplanned interruption to your service delivery
Designated Account Manager - Assignment of a local account manager to be your "voice" within Recall
Responsiveness to Service Issues / Timely Issue Resolution - Service related issues resolved promptly and to your satisfaction
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).
1 2 3 4 5 6 7 8 9 10
Responsiveness to Service Requirements - Receiving a prompt turnaround on service requests, such as same day, 24 hours, etc.
Service Completed On-Time / On Scheduled Date - Meeting regularly scheduled service dates and times without frequent changes
Service Performed Completely - Ensuring no bins are missing during regular service, and all service requirements are met on each visit
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).
1 2 3 4 5 6 7 8 9 10
 
 
 
 
 
   
 
 
Please rank the additional item from 1-10 indicating the level of importance to you (10 being most important).
1 2 3 4 5 6 7 8 9 10
 
 
 
Now please take all of the items from above and force rank them from 15-1 with 15 being the most important item and 1 being the least. Use each number only once.
*  
Price variance against competition
Price structure - per lb. vs per bin
Clarity of invoice
Timeliness of invoice
Methods & ease of order placement
Professionalism & courtesy of customer service specialists
1st call resolution
Proactive communication of service delivery interruptions
Designated account manager
Responsiveness to service issues / Timely issue resolution
Professionalism / Quality of security service reps
Responsiveness to service requirements
Service completed on-time / on scheduled date
Service performed completely
Proper security procedures
 
Please contact [email protected] if you have any questions regarding this survey.
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