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pdfStandard Reference Material
Registration and Customer Survey
Welcome to the Standard Reference Material (SRM) Online Registration and Customer Survey System. This system
allows you to register your SRM and rate our products and services you received from the National Institute of Standards
and Technology (NIST) or one of our Distributors/Resellers. Registering your SRM will allow you to receive notification
of any developments or updates of that product.
Please note that it is not required to identify yourself by name or organization in the survey. However, providing customer
information will allow us to contact you and respond to any problems, issues or comments you submit. We review all
surveys and when possible, follow up on any Fair and Poor ratings. Providing your customer information with your survey
will also automatically register your SRM. If you prefer to remain anonymous, please go to http://www.nist.gov/srm_reg to
register your SRM.
This collection of information contains Paperwork Reduction Act (PRA) requirements approved by the Office of
Management and Budget (OMB). Notwithstanding any other provisions of the law, no person is required to respond to, nor
shall any person be subject to a penalty for failure to comply with, a collection of information subject to the requirements of
the PRA unless that collection of information displays a currently valid OMB control number. Public reporting burden for
this collection is estimated to be 7 minutes per response, including the time for reviewing instructions, searching existing
data sources, gathering and maintaining the data needed and completing and reviewing the collection of information. Send
comments regarding this burden estimate or any aspect of this collection of information, including suggestions for reducing
this burden, to the National Institute of Standards and Technology SRM Program: telephone 301-975-2200;
fax 301-948-3730; or email [email protected].
OMB Control No. 0693-0031
Expiration Date: 03/31/2015
Standard Reference Material Survey Questions
Please note that 50 questions are included for submission; however not ALL the questions will be used. Questions will be selected from the pool to create a survey that applies to specific customer service
processes.
CUSTOMER CONTACT DATA
Purchase Information
SRM/RM Number Purchased:
Lot Number:
Serial Number:
Order Date:
NIST Sales Order Number:
Customer Purchase Order Number:
Customer Information
User First Name:
User Surname:
User Phone:
Organization/Company:
Address:
Address (continued):
City, State/Province:
City:
State/Province:
Country:
Country Postal Code:
Phone:
Extension:
Fax:
E-mail:
Preferred Contact Method: Email
Phone
Fax
Do not contact
Mail
QUESTIONS
Pre‐Purchase ‐ SRM Web Site
1
Did you use the NIST SRM web site (http://www.nist.gov/srm)? ⃝ Yes ⃝ No
2
3
4
5
If "Yes", please rate the following:
• Navigation and usability of the SRM web site
• Web presentation of production information for the specific SRM(s) of your interest
• Usefulness of tables(s) for SRM product selection
• Pre‐purchase information from the SRM web site
6
Did you use the website search feature? ⃝ Yes ⃝ No
7
If "Yes", please rate the following:
• Functionality of the search feature on the SRM web site
(If "Yes" is clicked, questions 2 through 7 appear.)
Page 1
EXCELLENT
VERY GOOD
GOOD
FAIR
POOR
NOT APPLICABLE
EXCELLENT
VERY GOOD
GOOD
FAIR
POOR
NOT APPLICABLE
Survey Questions_2015‐02‐02.xlsx
Standard Reference Material Survey Questions
QUESTIONS continued
Order Placement
8
Did you request a quote or an order for a NIST SRM? ⃝ Yes ⃝ No
9
How did you place your order?
⃝ Phone
⃝ Fax
⃝ Email
⃝ Mail
⃝ Web/Online
10
(If "Yes" is clicked, question 9 appears.)
(If "phone" is selected, questions 10 through 17 appear.)
(If "Fax" is selected, questions 10 through 17 appear.)
(If "Email" is selected, questions 10 through 17 appear.)
(If "mail" is selected, questions 10 through 17 appear.)
(If "Web/Online" is selected, questions 18 through 21, and 14, 15, 16 appear.)
Did you request a quote? ⃝ Yes ⃝ No
Order placed by Phone/Email/Fax/Mail
11
12
13
14
15
Please rate the follow:
• Ease with getting in touch with SRM Sales and Customer Service
• If a price quote was requested, our response time with your Phone/Email/Fax/Mail request
• Our response time with submitting your order
• Purchase transaction experience using the telephone
• Overall customer service experience
16
How could we have made your "Phone/Email/Fax/Mail" order placement experience better?
17
Let us know why any score was Fair or Poor.
EXCELLENT
VERY GOOD
GOOD
FAIR
POOR
NOT APPLICABLE
EXCELLENT
VERY GOOD
GOOD
FAIR
POOR
NOT APPLICABLE
Orders placed by Web/Online
18
19
20
21
repeat 14
Please rate the following:
• If you had to set up an account, ease of account setup
• If a price quote was requested, our response time with your request
• Purchase transaction experience using the online ordering web site
• Our response time with submitting your order
• Overall customer service experience
repeat 15 How could we have made your "Online" order placement experience better?
repeat 16 Let us know why any score was Fair or Poor.
Page 2
Survey Questions_2015‐02‐02.xlsx
Standard Reference Material Survey Questions
QUESTIONS continued
Order Fulfillment
(If "Yes" is selected, questions 22 through 36 appear.)
Did you receive a purchased NIST SRM? ⃝ Yes ⃝ No
EXCELLENT
22
SRM availability for purchase
23
Did you purchase directly from NIST? ⃝ Yes ⃝ No
24
25
Did you receive the order confirmation? ⃝ Yes ⃝ No
Did you receive tracking information? ⃝ Yes ⃝ No
26
27
28
29
30
31
32
Please rate the following:
• Packaging of SRM(s)
• Once the order for available items was placed, timeliness of delivery
• Carrier treatment of shipment
• SRM Safety Data Sheet or SRM Exemption Letter content
• SRM Certificate or Report of Investigation information
• Overall SRM quality
• Overall SRM value
33
34
35
36
VERY GOOD
GOOD
FAIR
POOR
NOT APPLICABLE
(If "Yes" is selected, then questions 24 through 36, 15, 16, 39, 40 appear.)
(If "No" is selected, questions 26 through 32, 34, 35, 16, 39, 40 appear.)
EXCELLENT
VERY GOOD
GOOD
FAIR
POOR
NOT APPLICABLE
Did you get what you ordered?
⃝ Yes
⃝ No Please describe the issue.
Does the SRM have proper labels?
⃝ Yes
⃝ No Please describe the issue.
Was the documentation included with the SRM?
⃝ Yes
⃝ No Please describe the issue.
Did you have any other issues with the fulfillment process?
⃝ No
⃝ Yes Please describe the issue.
(If "Yes" is selected, then questions 37, 38, and 14 appear.)
If you had an issue with the fulfillment process, please complete the following:
37
• Our response time with resolving issues with your order
38
• How well did we resolve issues with your order
repeat 14 • Overall customer service experience
EXCELLENT
VERY GOOD
GOOD
FAIR
POOR
NOT APPLICABLE
repeat 15 How could we have made your order fulfillment experience better?
repeat 16 Let us know why any score was Fair or Poor.
39
What is the application of this SRM to your work?
40
Would you purchase a NIST SRM again?
⃝ Yes
⃝ No Please describe the issue.
Page 3
Survey Questions_2015‐02‐02.xlsx
Standard Reference Material Survey Questions
QUESTIONS continued
Customer Service Inquiries
41
42
43
44
45
46
repeat 14
Did you contact NIST for any reason other than for placing an order?
⃝ No
⃝ Yes Please complete the following:
(If "Yes" is selected, then questions 42 through 46, and 14, 15, 16 appear.)
How did you contact NIST?
⃝ Phone
⃝ Fax
⃝ Email
⃝ Mail
⃝ Web/Online
Please rate the following:
• Timeliness of the NIST SRM Customer Service in response to your inquiry or request
• Quality of information provided in response to your request or inquiry
• Telephone customer service after purchase
• Email customer service after purchase
• Overall customer service experience
EXCELLENT
VERY GOOD
GOOD
FAIR
POOR
NOT APPLICABLE
repeat 15 How could we have made your customer service experience better?
repeat 16 Let us know why any score was Fair or Poor.
Technical Inquiries
47
Did you have a technical question about SRMs?
⃝ No
⃝ Yes Please complete the following:
(If "Yes" is selected, then questions 48, 42, 14, 15, 16 appear.)
Please rate the following:
48
• Timeliness of the NIST technical staff in response to your inquiry or request
repeat 42 • Quality of information provided in response to your request or inquiry
repeat 14 • Overall customer service experience
EXCELLENT
VERY GOOD
GOOD
FAIR
POOR
NOT APPLICABLE
repeat 15 How could the NIST technical staff improve their service?
repeat 16 Let us know why any score was Fair or Poor.
Other
49
Have you ever visited our booth at conferences or exhibits?
⃝ No
⃝ Yes Which conference?
50
Other comments?
(These are optional questions to include.)
Page 4
Survey Questions_2015‐02‐02.xlsx
| File Type | application/pdf |
| Author | Polakoski, Maria |
| File Modified | 2015-02-03 |
| File Created | 2015-01-29 |