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1. Please describe if there was any particular aspect of the service experience that stood out:
   
 
 
 
2. The process of getting your problem resolved was:
 
Very poor
 
Somewhat unsatisfactory
 
About average
 
Very satisfactory
 
Superior
 
 
3. Please rate the following characteristics of the service representative on a scale from 1 to 5, where 1 means poor service and 5 means excellent service. If you did not deal with a service representative, please select 6.
1
Poor 		2
Fair 		3
Good 		4
Very Good 		5
Excellent 		6
N/A
Knowledge of the product
Courteousness
Willingness to help
Efficiency/quickness
 
 
4. 
Product Background

Which product or products did you purchase?
 
[PRODUCT1]
 
[PRODUCT2]
 
[PRODUCT3]
 
[PRODUCT4]

 
 
5. How did the product's price compare to your expectations?
Poor Fair Good Very Good Excellent
 
 
 
 
6. Will you please give a brief description of any particular reason (or reasons)
why you choose to purchase ECD Services with SCI (instead of elsewhere)?
   
 
 
 
7. How was your overall purchasing experience?
   
 
 
 
8. How would you rate the overall value of this product?
1 - Very low value 2 3 4 5 - Very high value
 
 
9. How satisfied are you with your ECD Services regarding the following items?
Very Unsatisfied Unsatisfied Neutral Satisfied Very Satisfied Not Applicable
Overall quality
Value
Purchase experience
Installation or first use experience
Usage experience
After purchase service (Training, support etc)
 
 
 
10. Overall, how satisfied are you with [PRODUCT]?
 
Very Unsatisfied
 
Unsatisfied
 
Somewhat Satisfied
 
Very Satisfied
 
Extremely Satisfied
 
 
 
11. If you contacted [COMPANY] customer service, were all problems resolved to your complete satisfaction?
 
Yes, by the company or its representatives
 
Yes, by me or someone outside the company
 
No, the problem was not resolved
 
No problems/No contact with customer service
 
 
 
12. If you have additional comments for [COMPANY] about your experience with [PRODUCT] that have not been addressed in the survey, please enter them below.
   
 
 
 
13. Overall, I am very satisfied with the way [Company] performed (is performing) on this project.
 
Strongly disagree
 
Somewhat disagree
 
Neither agree or disagree
 
Somewhat agree
 
Strongly agree
 
 
 
Strongly Disagree Somewhat Disagree Neither Agree or Disagree Somewhat Agree Strongly Agree
service representatives (CSRs) are well trained. Company
service representatives (CSRs) are well supervised. Company
service representatives (CSRs) adhere to professional standards of conduct. Company
service representatives (CSRs) act in my best interest. Company
Overall, I am satisfied with the service representatives (CSRs). Company
 
 
 
15. Compared to how you felt about [Company] before this project, what would you now say is the likelihood of completing another project with [Company]?
 
better, based on performance
 
about the same
 
worse, based on performance
 
 
 
16. Considering the overall value of the project you paid for, was it
 
an exceptional value, worth more than you paid for it
 
a good value, worth about what you paid for it
 
a poor value, worth less than you paid for it
 
 
17. Installation Services Evaluation

How satisfied are you:
Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied
with your experience of the most recent (Company) installation?
with the timeliness of (Company's) installation?
with the quality of our installations?
that (Company) installation personnel are sufficiently knowledgeable and professional?
with (Company's) installation service overall?
 
 
 
18. [Company] understands the service needs of my organization.
 
Strongly agree
 
Agree
 
Neutral/Not sure
 
Disagree
 
Strongly disagree
 
 
 
19. Overall, how satisfied are you with the amount of contact between you/your organization and [Company's] service organization's management?
 
Very satisfied
 
Satisfied
 
Neutral/Not sure
 
Dissatisfied
 
Very dissatisfied
 
 
 
20. Overall, the value of [Company's] services compared with the price paid is:
 
Excellent
 
Very good
 
Good
 
Fair
 
Poor
 
 
 
21. Would you recommend [Company's] services to colleagues or contacts within your industry?
 
Yes
 
No
 
Not sure
 
 
22. Training Services Evaluation

How satisfied are you:
Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied
with the appropriateness of courses to your needs?
that (Company) training personnel are sufficiently knowledgeable and professional?
with the location and quality of our training facility?
with (Company's) communication of the training packages available to your organization?
with (Company's) training courses overall?
 
 
 
23. Please tell us what (Company) should do to improve the quality of its training services?
   
 
 
 
24. [Company] understands the service needs of my organization.
 
Strongly agree
 
Agree
 
Neutral/Not sure
 
Disagree
 
Strongly disagree
 
 
 
25. Overall, how satisfied are you with the amount of contact between you/your organization and [Company's] service organization's management?
 
Very satisfied
 
Satisfied
 
Neutral/Not sure
 
Dissatisfied
 
Very dissatisfied
 
 
 
26. Please tell us what (Company) should do to improve the quality of its training services?
   
 
 
 
27. Overall, how satisfied are you with the amount of contact between you/your organization and [Company's] service organization's management?
 
Very satisfied
 
Satisfied
 
Neutral/Not sure
 
Dissatisfied
 
Very dissatisfied
 
 
 
28. Overall, the value of [Company's] services compared with the price paid is:
 
Excellent
 
Very good
 
Good
 
Fair
 
Poor
 
 
 
29. Would you recommend [Company's] services to colleagues or contacts within your industry?
 
Yes
 
No
 
Not sure
 
 
 
30. Overall, I am very satisfied with the way [Company] performed (is performing) on this project.
 
Strongly disagree
 
Somewhat disagree
 
Neither agree or disagree
 
Somewhat agree
 
Strongly agree
 
 
 
Strongly Disagree Somewhat Disagree Neither Agree or Disagree Somewhat Agree Strongly Agree
service representatives (CSRs) are well trained. Company
service representatives (CSRs) are well supervised. Company
service representatives (CSRs) adhere to professional standards of conduct. Company
service representatives (CSRs) act in my best interest. Company
Overall, I am satisfied with the service representatives (CSRs). Company
 
 
 
32. What would be your top reason for being very satisfied with [Company] service representatives?
   
 
 
 
33. Compared to how you felt about [Company] before this project, what would you now say is the likelihood of completing another project with [Company]?
 
better, based on performance
 
about the same
 
worse, based on performance
 
 
 
34. Considering the overall value of the project you paid for, was it
 
an exceptional value, worth more than you paid for it
 
a good value, worth about what you paid for it
 
a poor value, worth less than you paid for it
 
 
35. How important are the following product characteristics to you in the selection of ?
PRODUCT
Not at all Important Somewhat Unimportant Moderately Important Important Extremely Important
Ease of Installation
Hardware Compatibility
Operating System Compatibility
Consistency with Interface
Application Software Compatibility
Completeness and Organization of Documentation
Clarity of Documentation
Accessibility of Product Support
Quality of Product Support
Value Relative to Cost
Overall Reliability
Overall Performance
 
 
36. Doing Business With The Company
Strongly Agree Agree Neutral Disagree Strongly Disagree
Company leadership is fully committed to the long-term success of their sales partners.
Top management responds adequately to needs in the marketplace.
Top management strengthens the company's competitive position.
Company leadership can be trusted to do what they say they will do.
Company leadership is committed to support and work with the sales team.
The company and the sales team are unified, moving in one direction together.
The company and the sales team share a positive, winning attitude.
There is effective communications between the promotion agency and the company.
The promotion agency listens to and understands the sales team's needs.
The company's marketing is aligned in support of the sales network.
There is effective communications between th company's marketin group and the sales teams in the field.
The marketing group listens to and understands sales teams' needs.
Employees understand the company's vision and values.
 
 
37. Supplier Relations

Considering the relationship with your most important supplier with which you are familiar, please indicate your level of agreement with each of the following statements.

Strongly Disagree Strongly Agree
There is open communication between our e-commerce business and our most important supplier.
Our e-commerce business and our most important supplier share common objectives.
Our most important supplier makes it difficult for our e-commerce business to do its job.
Our most important supplier does not like many of the things our e-commerce business does.
The products we get from our most important supplier can also be purchased by end-users on our most important supplier's Web site.
Our most important supplier does not offer products to end-users on their Web site.
There is an overlap in products offered to end-users on our Web site and our most important supplier's Web site.
 
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