Visitor Satisfaction Survey

We want to hear from you...

This survey has been designed to measure the performance of our Web Site. All data collected will be used to ensure that we are and will continue to provide optimal Internet service to all of our visitors. We appreciate you taking the time to give us your input.

Please circle the response that you feel best describes the overall experience that you have had when visiting with Web Site.

Tell us what you thought about the revised Web Site, handling process and customer communication. It will help us ensure we have designed a Web Site, handling process and customer communication campaign that best meets your needs for future.

Please read each question and check the choice that best describes your response.

When I called you, the representative(s) I spoke to was professional and courteous.

Strongly Agree
Disagree
Agree
Strongly Disagree
Agree Somewhat

Comments:

When I called you, I was quickly and easily able to reach a representative who effectively responded to my question/concern.

Strongly Agree
Disagree
Agree
Strongly Disagree
Agree Somewhat

Comments:

When my call requires me to be placed on hold by you, it is usually for less than 3 minutes.

Strongly Agree
Disagree
Agree
Strongly Disagree
Agree Somewhat

Comments:

We always follow up on my phone inquiry/request within 2 business days as promised.

Strongly Agree
Disagree
Agree
Strongly Disagree
Agree Somewhat

Comments:

In cases where I had to provide additional information to us, we satisfactorily responded to me within 15 business days.

Strongly Agree
Disagree
Agree
Strongly Disagree
Agree Somewhat

Comments:

The answers and information that I receive from you are complete and meet my needs. I do not feel the need to follow-up with you.

Strongly Agree
Disagree
Agree
Strongly Disagree
Agree Somewhat

Comments:

Allowing for postal service, my request, and/or orders are usually received within 15 days from the date that I mail them to you.

Strongly Agree
Disagree
Agree
Strongly Disagree
Agree Somewhat

Comments:

When using Web Site, I rarely have problems when navigating.

Strongly Agree
Disagree
Agree
Strongly Disagree
Agree Somewhat

Comments:

Generally, I understand the explanation in the pages.

Strongly Agree
Disagree
Agree
Strongly Disagree
Agree Somewhat

Comments:

10.

I am comfortable that I can safely order a product or service at Web Site.

Strongly Agree
Disagree
Agree
Strongly Disagree
Agree Somewhat

Comments:

11.

I understand how the co-ordination of Web Site and the Customer Service works.

Strongly Agree
Disagree
Agree
Strongly Disagree
Agree Somewhat

Comments:

12.

I am satisfied with how you handle the orders, requests, and feedback.

Strongly Agree
Disagree
Agree
Strongly Disagree
Agree Somewhat

Comments:

13.

Overall, I am satisfied with the service that I receive from you.

Strongly Agree
Disagree
Agree
Strongly Disagree
Agree Somewhat

Comments:

14.

The time required to make navigation was:

Far too much
Too much
Just right
Too little
Far too little

Comments:

15.

The information I had to make my decision was:

Far too much
Too much
Just right
Too little
Far too little

Comments:

16.

The process was easy to follow.

Strongly Agree
Disagree
Agree
Strongly Disagree
Agree Somewhat

Comments:

17.

To what extent were you comfortable making your decisions?

To a great extent
To some extent
To a little extent
Not at all
Don't know

Comments:

18.

To what extent was enquiry process faster than previous?

To a great extent
To some extent
To a little extent
Not at all
Don't know

Comments:

19.

How much of the Product information did you read? [if none of it proceed to #8]

All of it
Most of it
Some of it
None of it
Don't know

Comments:

20.

Product and Services pages gave me the information I needed to make my decisions.

Strongly Agree
Disagree
Agree
Strongly Disagree
Agree Somewhat

Comments:

21.

The Personalized Client Login was easy to use.

Strongly Agree
Disagree
Agree
Strongly Disagree
Agree Somewhat

Comments:

22.

Did you use the online purchasing tool? [if no proceed to #11]

Yes
No

Comments:

23.

To what extent was the online purchasing tool easy to use.

To a great extent
To some extent
To a little extent
Not at all
Don't know

Comments:

24.

I used the online Scientific Resources Library.

Yes
No

Comments:

25.

Did you call Customer Services or Employee Services for assistance?

Yes
No

Comments:

26.

Looking ahead to Services: To what extent would web-based tools that could allow you to make decisions be helpful to you (interest you)?

To a great extent
To some extent
To a little extent
Not at all
Don't know

Comments:

27.

To improve the Web site, inquiry handling process and customer communication, I suggest...

28.

Please feel free to include any additional comments regarding service and/or administration.