Q1 2010 Customer Satisfaction Survey

Our goal is to provide Vitro America customers with quality products and superior customer service. This survey is designed to help identify areas in which we need improvement, and to promote a customer service oriented focus throughout our organization.

Please share any comments you may have that will help us gain a better understanding of your expectations. Individual customer responses will be kept confidential, and will be shared only with management in effort to make specific improvements based on your feedback.

This short survey should take approximately 5 minutes.

You may submit survey responses as frequently as you would like, whether it is each time you receive an order from us, or as you see a change in our service to you. This will allow us to measure our progress.

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1. Please select the Vitro America location that services your account. If you are serviced by more than one location, please choose the location that you are rating in THIS survey.

Please select the Vitro America location that services your account. If you are serviced by more than one location, please choose the location that you are rating in THIS survey. Atlanta

Birmingham

Dallas (Farmers Branch)

Denver

Fayetteville

Greensboro

Grenada (Mirror/Laminated Plant)

Hawaii

Houston

Jackson

Las Vegas

Los Angeles (City of Industry)

Nashville

New Orleans

N. Kansas City

Oklahoma City

Phoenix

Richmond

Salt Lake City

Santa Rosa

Tulsa

2. How long have you been a Vitro America customer?

How long have you been a Vitro America customer? Less than one year

1-5 years

6-10 years

11-15 years

more than 15 years

3. Where are you located in proximity to the branch that services your account?

Where are you located in proximity to the branch that services your account? Less than 25 miles

25-50 miles

50-100 miles

100-200 miles

More than 200 miles away

4. Based on annual sales volume, which category best describes your business?

Based on annual sales volume, which category best describes your business? Less than $500,000 annually

$500,000 to $1 million

$1.0 - 5.0 million

Over 5 million

5. Which of the following best describes your current position?

Which of the following best describes your current position? Owner/Executive

Project Manager

Estimator

Office Administration

Sales Representative

Field Superintendent

Shop Foreman

Purchasing Manager

6. Select the response that best describes your purchasing activity with Vitro America?

Select the response that best describes your purchasing activity with Vitro America? Several orders each week

Several orders per month

Project work only

Occasional orders only

I buy everything I can from Vitro America.

I am not currently buying from Vitro America, but have bought in the past.

I have never purchased from Vitro America.

7. What prevents you from buying more from Vitro America? Please add comments providing more detail.

What prevents you from buying more from Vitro America? Please add comments providing more detail. Lead time

Pricing

Customer service

Delivery service

Credit issues

Quality

Relationship

Inventory

Other

Comment:

8. Overall, which of the following best describes how you view Vitro America as a supplier? Please comment as needed.

Overall, which of the following best describes how you view Vitro America as a supplier? Please comment as needed. Excellent

Good

Average

Fair

Poor

9. Overall, how do you view the quality of products offered by Vitro America?

Overall, how do you view the quality of products offered by Vitro America? Excellent

Good

Average

Fair

Poor

10. Compared to other mirror products, please rate the quality of our ScarGard Mirror? (Please note ScarGard may not be available in some locations.)

Compared to other mirror products, please rate the quality of our ScarGard Mirror? (Please note ScarGard may not be available in some locations.) Much Better

Better

Same

Worse

Not Applicable

11. Please rate our customer service team in the following categories.

	Excellent	Good	Average	Fair	Poor
Courteous	*Please rate our customer service team in the following categories. Courteous Excellent	Courteous Good	Courteous Average	Courteous Fair	Courteous Poor
Product Knowledge	Product Knowledge Excellent	Product Knowledge Good	Product Knowledge Average	Product Knowledge Fair	Product Knowledge Poor
Knowledge of Code Requirements	Knowledge of Code Requirements Excellent	Knowledge of Code Requirements Good	Knowledge of Code Requirements Average	Knowledge of Code Requirements Fair	Knowledge of Code Requirements Poor
Returning Phone Calls	Returning Phone Calls Excellent	Returning Phone Calls Good	Returning Phone Calls Average	Returning Phone Calls Fair	Returning Phone Calls Poor
Response Time on Emails	Response Time on Emails Excellent	Response Time on Emails Good	Response Time on Emails Average	Response Time on Emails Fair	Response Time on Emails Poor
Order Entry Accuracy	Order Entry Accuracy Excellent	Order Entry Accuracy Good	Order Entry Accuracy Average	Order Entry Accuracy Fair	Order Entry Accuracy Poor
Response Time on Quotes	Response Time on Quotes Excellent	Response Time on Quotes Good	Response Time on Quotes Average	Response Time on Quotes Fair	Response Time on Quotes Poor

Comment:

12. Does a Vitro America representative call to inform you if a delivery will not be made as scheduled? Please select the response that is most accurate.

Does a Vitro America representative call to inform you if a delivery will not be made as scheduled? Please select the response that is most accurate. Always

Frequently

Sometimes

Rarely

Never

13. Please rate our delivery service in the following categories.

	Excellent	Good	Average	Poor	Fair
Courteous Drivers	*Please rate our delivery service in the following categories. Courteous Drivers Excellent	Courteous Drivers Good	Courteous Drivers Average	Courteous Drivers Poor	Courteous Drivers Fair
Safety	Safety Excellent	Safety Good	Safety Average	Safety Poor	Safety Fair
Timeliness of Delivery	Timeliness of Delivery Excellent	Timeliness of Delivery Good	Timeliness of Delivery Average	Timeliness of Delivery Poor	Timeliness of Delivery Fair
Accuracy of order	Accuracy of order Excellent	Accuracy of order Good	Accuracy of order Average	Accuracy of order Poor	Accuracy of order Fair

Comment:

14. How frequently do you experience back orders on deliveries? Please select the response that is most accurate.

How frequently do you experience back orders on deliveries? Please select the response that is most accurate. Always

Frequently

Occasionally

Rarely

Never

15. Please rate Vitro America compared to other suppliers on backorders?

Please rate Vitro America compared to other suppliers on backorders? Excellent

Good

Average

Fair

Poor

16. Please rate our efficiency in the following categories.

	Excellent	Good	Average	Fair	Poor
Pricing Sales Orders	*Please rate our efficiency in the following categories. Pricing Sales Orders Excellent	Pricing Sales Orders Good	Pricing Sales Orders Average	Pricing Sales Orders Fair	Pricing Sales Orders Poor
Billing Invoices	Billing Invoices Excellent	Billing Invoices Good	Billing Invoices Average	Billing Invoices Fair	Billing Invoices Poor
Issuing Credit Memos	Issuing Credit Memos Excellent	Issuing Credit Memos Good	Issuing Credit Memos Average	Issuing Credit Memos Fair	Issuing Credit Memos Poor
Acknowledging Orders via Fax	Acknowledging Orders via Fax Excellent	Acknowledging Orders via Fax Good	Acknowledging Orders via Fax Average	Acknowledging Orders via Fax Fair	Acknowledging Orders via Fax Poor
Acknowledging Orders via Email	Acknowledging Orders via Email Excellent	Acknowledging Orders via Email Good	Acknowledging Orders via Email Average	Acknowledging Orders via Email Fair	Acknowledging Orders via Email Poor

Comment:

17. Please rate our credit/collections personnel in the following categories.

	Excellent	Good	Average	Fair	Poor
Courteous and Helpful	*Please rate our credit/collections personnel in the following categories. Courteous and Helpful Excellent	Courteous and Helpful Good	Courteous and Helpful Average	Courteous and Helpful Fair	Courteous and Helpful Poor
Reasonable and Fair	Reasonable and Fair Excellent	Reasonable and Fair Good	Reasonable and Fair Average	Reasonable and Fair Fair	Reasonable and Fair Poor
Timely Communication	Timely Communication Excellent	Timely Communication Good	Timely Communication Average	Timely Communication Fair	Timely Communication Poor
Account Set Up Process	Account Set Up Process Excellent	Account Set Up Process Good	Account Set Up Process Average	Account Set Up Process Fair	Account Set Up Process Poor
Managing Account Changes/Updates	Managing Account Changes/Updates Excellent	Managing Account Changes/Updates Good	Managing Account Changes/Updates Average	Managing Account Changes/Updates Fair	Managing Account Changes/Updates Poor
Collection Strategy	Collection Strategy Excellent	Collection Strategy Good	Collection Strategy Average	Collection Strategy Fair	Collection Strategy Poor

Comment:

18. How frequently does a Vitro America field sales representative call on you?

How frequently does a Vitro America field sales representative call on you? Weekly

Bi-monthly

Monthly

Quarterly

Never

19. How frequently would you like a Vitro America field sales representative to call on you?

How frequently would you like a Vitro America field sales representative to call on you? Weekly

Bi-monthly

Monthly

Quarterly

By Request Only

20. Please rate the service provided by our Vitro America field sales representative in the following categories.

	Excellent	Good	Average	Fair	Poor
Courteous	*Please rate the service provided by our Vitro America field sales representative in the following categories. Courteous Excellent	Courteous Good	Courteous Average	Courteous Fair	Courteous Poor
Product Knowledge	Product Knowledge Excellent	Product Knowledge Good	Product Knowledge Average	Product Knowledge Fair	Product Knowledge Poor
Technical Assistance	Technical Assistance Excellent	Technical Assistance Good	Technical Assistance Average	Technical Assistance Fair	Technical Assistance Poor
Price Updates	Price Updates Excellent	Price Updates Good	Price Updates Average	Price Updates Fair	Price Updates Poor
Response to Quote Request	Response to Quote Request Excellent	Response to Quote Request Good	Response to Quote Request Average	Response to Quote Request Fair	Response to Quote Request Poor
New Product Information	New Product Information Excellent	New Product Information Good	New Product Information Average	New Product Information Fair	New Product Information Poor
Industry Related Knowledge	Industry Related Knowledge Excellent	Industry Related Knowledge Good	Industry Related Knowledge Average	Industry Related Knowledge Fair	Industry Related Knowledge Poor

Comment:

21. How would you rate your Vitro America sales representative with regard to being helpful and courteous?

How would you rate your Vitro America sales representative with regard to being helpful and courteous? Excellent

Good

Average

Fair

Poor

22. How do Vitro America prices typically compare to other suppliers? Choose the response that is most accurate.

Vitro America is typically...

How do Vitro America prices typically compare to other suppliers? Choose the response that is most accurate. Vitro America is typically... a little higher

a little lower

competitively priced

I don't know what my prices are from Vitro America.

23. Please identify your PREFERRED glass supplier.

Please identify your PREFERRED glass supplier. Oldcastle

Arch

Viracon

Vitro America

AGC

Please provide some detail on why you prefer doing business with this supplier. If your preferrred supplier is not listed above, please include the name of this supplier.

24. Please choose the top three items that affect your decision in choosing a supplier. Only select the 3 most important.

Please choose the top three items that affect your decision in choosing a supplier. Only select the 3 most important. Brand Recognition

Broad Product Offering

Delivery Frequency

Location

Price

Product Knowledge

Quality

Technical Support

Other (please specify)

25. Please share any additional comments you may have that will give guidance on how we may improve our service to you.

Please share any additional comments you may have that will give guidance on how we may improve our service to you.

26. PLEASE ENTER YOUR CONTACT INFORMATION BELOW FOR A CHANCE TO WIN $500.00 IN OUR QUARTERLY DRAWING. YOU CAN WIN EVERY QUARTER, IF YOU CONTINUE TO SUBMIT SURVEYS EACH QUARTER. WE WANT TO HEAR FROM YOU REGULARLY, SO WE CAN MEASURE OUR PROGRESS!

REMEMBER, YOUR INDIVIDUAL RESPONSES WILL BE KEPT CONFIDENTIAL. THE RESULTS WILL ONLY BE SHARED WITH MANAGEMENT IN THE FORM OF A STATISTICAL SUMMARY.

PLEASE ENTER YOUR CONTACT INFORMATION BELOW FOR A CHANCE TO WIN $500.00 IN OUR QUARTERLY DRAWING. YOU CAN WIN EVERY QUARTER, IF YOU CONTINUE TO SUBMIT SURVEYS EACH QUARTER. WE WANT TO HEAR FROM YOU REGULARLY, SO WE CAN MEASURE OUR PROGRESS! REMEMBER, YOUR INDIVIDUAL RESPONSES WILL BE KEPT CONFIDENTIAL. THE RESULTS WILL ONLY BE SHARED WITH MANAGEMENT IN THE FORM OF A STATISTICAL SUMMARY. Name:
Company:
Address:
Address 2:
City/Town:
State:
ZIP/Postal Code:
Email Address:
Phone Number:

27. Do we have your permission to add you to our email list for product updates, news and promotions?

Do we have your permission to add you to our email list for product updates, news and promotions? Yes

Q1 2010 Customer Satisfaction Survey

*1. Please select the Vitro America location that services your account. If you are serviced by more than one location, please choose the location that you are rating in THIS survey.

2. How long have you been a Vitro America customer?

3. Where are you located in proximity to the branch that services your account?

4. Based on annual sales volume, which category best describes your business?

5. Which of the following best describes your current position?

6. Select the response that best describes your purchasing activity with Vitro America?

7. What prevents you from buying more from Vitro America? Please add comments providing more detail.

8. Overall, which of the following best describes how you view Vitro America as a supplier? Please comment as needed.

9. Overall, how do you view the quality of products offered by Vitro America?

10. Compared to other mirror products, please rate the quality of our ScarGard Mirror? (Please note ScarGard may not be available in some locations.)

11. Please rate our customer service team in the following categories.

12. Does a Vitro America representative call to inform you if a delivery will not be made as scheduled? Please select the response that is most accurate.

13. Please rate our delivery service in the following categories.

14. How frequently do you experience back orders on deliveries? Please select the response that is most accurate.

15. Please rate Vitro America compared to other suppliers on backorders?

16. Please rate our efficiency in the following categories.

17. Please rate our credit/collections personnel in the following categories.

18. How frequently does a Vitro America field sales representative call on you?

19. How frequently would you like a Vitro America field sales representative to call on you?

20. Please rate the service provided by our Vitro America field sales representative in the following categories.

21. How would you rate your Vitro America sales representative with regard to being helpful and courteous?

22. How do Vitro America prices typically compare to other suppliers? Choose the response that is most accurate.Vitro America is typically...

23. Please identify your PREFERRED glass supplier.

24. Please choose the top three items that affect your decision in choosing a supplier. Only select the 3 most important.

25. Please share any additional comments you may have that will give guidance on how we may improve our service to you.

27. Do we have your permission to add you to our email list for product updates, news and promotions?

*
1. Please select the Vitro America location that services your account. If you are serviced by more than one location, please choose the location that you are rating in THIS survey.

22. How do Vitro America prices typically compare to other suppliers? Choose the response that is most accurate.

Vitro America is typically...