Strategic Customer Satisfaction Survey

OMB No. xxxx-xxxx Form ITA-xxxx

Commercial Service Customer Satisfaction Survey

1. On a scale of 1 to 10, what is your overall satisfaction with the export assistance services provided by the Commercial Service?

1 2 3 4 5 6 7 8 9 10

Very Dissatisfied Very Satisfied

2. On a scale of 1 to 10, how likely are you to use the Commercial Service again?

1 2 3 4 5 6 7 8 9 10

Definitely Would Not Definitely Would

3. On a scale of 1 to 10, how likely is it that you would recommend the Commercial Service?

1 2 3 4 5 6 7 8 9 10

Definitely Would Not Definitely Would

4. Considering all of the expectations you may have about the export assistance provided by the Commercial Service, to what extent has this assistance met your expectations?

1 2 3 4 5 6 7 8 9 10

Falls short of expectations Exceeds your expectations

5. Now think of the ideal federal government export assistance program for U.S. businesses in your circumstances. How well do you think the assistance you received from the Commercial Service compared with the ideal federal government export assistance program:

1 2 3 4 5 6 7 8 9 10

Not very close to the ideal Very close to the ideal

6. The Commercial Service provides a good overall value.

1 2 3 4 5 6 7 8 9 10

Strongly Disagree Strongly Agree

7. The Commercial Service meets my international sales and marketing needs.

1 2 3 4 5 6 7 8 9 10

Strongly Disagree Strongly Agree

Please explain:

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On a scale of 1 to 10, please rate your level of satisfaction with the following export assistance services provided by the Commercial Service:

Very Dissatisfied Very Satisfied

	1	2	3	4	5	6	7	8	9	10	N/A
Developing an effective international sales and marketing strategy for your company
Determining the best markets for your products and services
Increasing your market exposure
Finding international business partners/agents/sales representatives/buyers
Arranging meetings with international business partners/agents/sales representatives/buyers
Getting due-diligence reports on international companies
Complying with legal and regulatory issues related to exporting
Advocating on behalf of your company to win foreign government contract bids
Locating export financing
Helping to settle disputes and resolve payment issues with international companies
Getting long-term, comprehensive, customized support to achieve your business goals

8.) On a scale of 1 to 10, please rate your level of satisfaction with our staff regarding the following:

Extremely Dissatisfied Extremely Satisfied

	1	2	3	4	5	6	7	8	9	10
Overall
Consistency of service delivery across the organization
Friendliness, courteousness and professionalism
Ability to understand your business objectives
Industry expertise
Timeliness of response to your inquiries
Frequency of contact to address your needs
Ability to find a solution
Customization of assistance to meet your needs
Treatment of you as a valued customer
Level of follow-up

9.) If I experienced a problem with the U.S. Commercial Service and took the time to bring it to their attention, I am confident that the U.S. Commercial Service would resolve it to my satisfaction.

1 2 3 4 5 6 7 8 9 10

Strongly Disagree Strongly Agree

11.) Did you achieve the results or objectives that you expected from the assistance provided by the U.S. Commercial Service?

Yes No (please explain)

If you selected “No”, please explain:

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12.) Over the next 12 months, do you expect that the amount of business that you do with the U.S. Commercial Service will:

Decrease Stay the same Increase

13.) What would the ideal federal government export assistance program provide to your company?

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14.) Comments/Suggestions:

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Thank you for your feedback.

This report is authorized by law (15 U.S.C. 1512 et seq., 15 U.S.C. 171 et seq.). Public reporting for this collection of information is estimated to average 15 minutes per response, including the time for reviewing instructions, and completing and reviewing the collection of information. All responses to this collection of information are voluntary, and will be provided confidentiality to the extent allowed under the Freedom of Information Act. Notwithstanding any other provision of law, no person is required to respond to nor shall a person be subject to penalty for failure to comply with a collection of information subject to the requirements of the Paperwork Reduction Act unless that collection of information displays a current valid OMB Control Number. Send comments regarding the burden estimate or any other aspect of this collection of information, including suggestions for reducing this burden, to the Reports Clearance Officer, International Trade Administration, Department of Commerce, Room 4001, 14th and Constitution Avenue, N.W., Washington, D.C. 20230. OMB No. xxxx-xxxx, Expires: xx/xxxx