Customer Survey Jan 2010

1. Service Characteristics

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Please take a few minutes to complete this survey on the quality of service we provide. We welcome your feedback and appreciate your honesty. With your help, we hope to strengthen the partnership between our clients and improve our operations.

1. Please rank, your criteria for choosing a transportation service.

	Most Important	Very Important	Important	Less Important	Not Important
Industry knowledge	*Please rank, your criteria for choosing a transportation service. Industry knowledge Most Important	Industry knowledge Very Important	Industry knowledge Important	Industry knowledge Less Important	Industry knowledge Not Important
Length of time in business	Length of time in business Most Important	Length of time in business Very Important	Length of time in business Important	Length of time in business Less Important	Length of time in business Not Important
Size of fleet	Size of fleet Most Important	Size of fleet Very Important	Size of fleet Important	Size of fleet Less Important	Size of fleet Not Important
Diversity of fleet	Diversity of fleet Most Important	Diversity of fleet Very Important	Diversity of fleet Important	Diversity of fleet Less Important	Diversity of fleet Not Important
Online Account setup	Online Account setup Most Important	Online Account setup Very Important	Online Account setup Important	Online Account setup Less Important	Online Account setup Not Important
Online Reservation System	Online Reservation System Most Important	Online Reservation System Very Important	Online Reservation System Important	Online Reservation System Less Important	Online Reservation System Not Important
Mobile Apps for Reservations and Account	Mobile Apps for Reservations and Account Most Important	Mobile Apps for Reservations and Account Very Important	Mobile Apps for Reservations and Account Important	Mobile Apps for Reservations and Account Less Important	Mobile Apps for Reservations and Account Not Important
Personal Referral	Personal Referral Most Important	Personal Referral Very Important	Personal Referral Important	Personal Referral Less Important	Personal Referral Not Important
Lowest rate	Lowest rate Most Important	Lowest rate Very Important	Lowest rate Important	Lowest rate Less Important	Lowest rate Not Important
Responsiveness to requests	Responsiveness to requests Most Important	Responsiveness to requests Very Important	Responsiveness to requests Important	Responsiveness to requests Less Important	Responsiveness to requests Not Important
Personalized service	Personalized service Most Important	Personalized service Very Important	Personalized service Important	Personalized service Less Important	Personalized service Not Important

2. Please rate the following questions.

	Excellent	Above Average	Average	Below Average	Poor	N/A
The quality of our responses to your questions and concerns.	*Please rate the following questions. The quality of our responses to your questions and concerns. Excellent	The quality of our responses to your questions and concerns. Above Average	The quality of our responses to your questions and concerns. Average	The quality of our responses to your questions and concerns. Below Average	The quality of our responses to your questions and concerns. Poor	The quality of our responses to your questions and concerns. N/A
The timeliness of our Representatives' response to your needs.	The timeliness of our Representatives' response to your needs. Excellent	The timeliness of our Representatives' response to your needs. Above Average	The timeliness of our Representatives' response to your needs. Average	The timeliness of our Representatives' response to your needs. Below Average	The timeliness of our Representatives' response to your needs. Poor	The timeliness of our Representatives' response to your needs. N/A
The knowledge level of your Representative.	The knowledge level of your Representative. Excellent	The knowledge level of your Representative. Above Average	The knowledge level of your Representative. Average	The knowledge level of your Representative. Below Average	The knowledge level of your Representative. Poor	The knowledge level of your Representative. N/A
Your Representative keeps you informed of changes.	Your Representative keeps you informed of changes. Excellent	Your Representative keeps you informed of changes. Above Average	Your Representative keeps you informed of changes. Average	Your Representative keeps you informed of changes. Below Average	Your Representative keeps you informed of changes. Poor	Your Representative keeps you informed of changes. N/A
How is our ability to anticipate your needs and provide assistance pro actively.	How is our ability to anticipate your needs and provide assistance pro actively. Excellent	How is our ability to anticipate your needs and provide assistance pro actively. Above Average	How is our ability to anticipate your needs and provide assistance pro actively. Average	How is our ability to anticipate your needs and provide assistance pro actively. Below Average	How is our ability to anticipate your needs and provide assistance pro actively. Poor	How is our ability to anticipate your needs and provide assistance pro actively. N/A
Our products and services we provide meet your objectives.	Our products and services we provide meet your objectives. Excellent	Our products and services we provide meet your objectives. Above Average	Our products and services we provide meet your objectives. Average	Our products and services we provide meet your objectives. Below Average	Our products and services we provide meet your objectives. Poor	Our products and services we provide meet your objectives. N/A
We are easy to work with.	We are easy to work with. Excellent	We are easy to work with. Above Average	We are easy to work with. Average	We are easy to work with. Below Average	We are easy to work with. Poor	We are easy to work with. N/A
Overall, how do you rank our services to you.	Overall, how do you rank our services to you. Excellent	Overall, how do you rank our services to you. Above Average	Overall, how do you rank our services to you. Average	Overall, how do you rank our services to you. Below Average	Overall, how do you rank our services to you. Poor	Overall, how do you rank our services to you. N/A

3. How would you prefer for us to provide most communications?

How would you prefer for us to provide most communications? Email

Phone

Mail

Face-to-Face

Other (please specify)

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