Survey

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Industrial Customers Satisfaction Survey

This survey was conducted between 9/9/2014 and 10/10/2014

The survey which is being reported was launched on 9/9/2014 via an email containing a direct link to the survey (customer identification would be possible - name and email) or via a second email (gentle reminder) that contained a link to the webpage where the survey would be taken (partially anonymous - only allows for the collection of the originating I.P. address). The survey was sent to 45 individuals working for a total of 36 companies. All data was collected by the 10/10/2014. As of the 10/10/2014, 24 surveys have been submitted, producing a response rate of 53.33% (per individual) or of 58.33% (per company) as there were three companies (Americhem, Uralita and Fenzi) from which multiple surveys were submitted. These values fall well within what is considered as average for the industry as per the table below.

Survey Type | Response Rates 

With invite incentive: | Response Rates 

With NO invite incentive: |

Post-service Client Survey (short length*) | 55-75% 

(with 1 follow-up) | 40-60%

(with 1 follow-up) |

General Client Satisfaction Surveys: (medium length**) | 15-30%

(with 1 follow-up) | Less than 10%

(with 1 follow-up) |

* Short Length surveys consist of up to 12 questions

** Medium length surveys consist of 12-25 questions

The principle focus of the survey was to seek customer opinions about their relationship

with Allchem Performance as they pertain to the following areas:

• Communication

• Sales Performance

• Delivery

• Management Interactions

• Ordering

• Customer Service

A total of 9 questions relative to the above areas, and an additional open box so that comments or suggestions could be provided by customers. In reviewing the results of the survey, it’s important to consider the premise under which the survey was conducted. There are a great many methodologies that can be used to assess customer perceptions, but in our experience the one...