Standards Reference Materials (SRM) - Customer Satisfaction Data Collection

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
NIST SRM Customer Service Satisfaction Survey

WELCOME!
To improve our customer service, we invite you to provide feedback on your
experience with the purchase and receipt of your SRM order.
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. Comments regarding this burden estimate or any aspect of this collection of
information, including suggestions for reducing this burden, may be sent to the following:
National Institute of Standards and Technology
Attn: Tracy Hayat
Office of Reference Materials
100 Bureau Drive, Stop 2300
Gaithersburg, MD 20899-2300
Tel: 301-975-2092 E-mail: [email protected]
**Disclaimer**
You are accessing a U.S. Government information system, which includes: 1) this computer, 2) this computer network, 3) all computers
connected to this network, and 4) all devices and storage media attached to this network or to a computer on this network. You
understand and consent to the following: you may access this information system for authorized use only; you have no reasonable
expectation of privacy regarding any communication of data transiting or stored on this information system; at any time and for any
lawful Government purpose, the Government may monitor, intercept, and search and seize any communication or data transiting or
stored on this information system; and any communications or data transiting or stored on this information system may be disclosed or
used for any lawful Government purpose.

OMB Control No.: 0693-0031

OMB Expiration Date: May 31, 2018

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Role Identification Information

* Identify your role. (Fields with an asterisk are required.)
I purchased the SRM.
I purchased and I am the end user of the SRM.
I am the end user and did not purchase the SRM.
This Customer Service Satisfaction Survey only pertains to the purchase and receipt of the SRM. We invite you to complete a
Product Survey and Registration by clicking "continue".

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Welcome to the NIST SRM Customer Service Satisfaction Survey

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" or "Poor" ratings. Thank you!

* Remain anonymous? (Fields with an asterisk are required.)
Yes. I would like to remain anonymous.
No. I will provide my information.

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Customer Information

* Customer Information (Fields with an asterisk are required.)
* First Name:
* Surname:
* Organization/Company:
* Address:
Address (continued):
* City:
State/Province:
Postal Code:
* Country:

NIST Sales Order Number

Purchase Order Number

Best Contact Method? (When selecting any of the options, ensure the information below is complete. More than one can be
selected.)
Phone

Fax

Phone Number (Field should only contain digits, spaces or dashes.)

Fax Number (Field should only contain digits, spaces or dashes.)

Email

Email address (Field should contain an @ symbol and a period.)

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Pre-Purchase Information

* Quote
Before placing an order, did you request a quote? (Fields with an asterisk are required.)
Yes. I requested a quote.
No. I placed an order.

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Pre-Purchase Information

* Quote continued...
How did you request your quote? (Fields with an asterisk are required.)
Phone
Fax
Email
Web/Online

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Quote Request Rating

NIST Customer Service using Phone, Fax, or Email
Please rate the following:
Excellent

Very Good

Good

Fair

Ease with getting in
touch with SRM Sales
and Customer Service
Response time with your
request
Overall customer service
experience
Let us know why any score was "Fair" or "Poor" below.

* Did you place an order for a NIST SRM? (Fields with an asterisk are required.)
Yes
No

Poor

Not Applicable

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Quote Request Rating

NIST SRM Website
Please rate the following:
Excellent

Very Good

Good

Fair

Navigation and usability
of the SRM website
Web presentation of
production information
for the specific SRM of
your interest
Usefulness of table(s) for
SRM product selection
on the website
Functionality of the
website search feature
If you had to set up an
account, ease of account
setup on the website
Overall website
experience
Let us know why any score was "Fair" or "Poor" below.

* Did you place an order for a NIST SRM?(Fields with an asterisk are required.)
Yes
No

Poor

Not Applicable

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Order Placement

Order Placement
Please rate the following:
Excellent

Very Good

Ease with getting in
touch with SRM Sales
and Customer Service
Response time with your
request
Overall customer service
experience
Let us know why any score was "Fair" or "Poor" below.

Good

Fair

Poor

Not Applicable

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Order Fulfillment

* Did your organization/company receive the order confirmation?
(Fields with an asterisk are required.)
Yes
No
If "No" please explain.

* Did your organization/company receive tracking information?
(Fields with an asterisk are required.)
Yes
No
If "No" please explain.

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Order Placement

* How did you place your order? (Fields with an asterisk are required.)
Phone
Fax
Email
Web/Online

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Order Placement Rating

NIST Customer Service using Phone, Fax, or Email
Please rate the following:
Excellent

Very Good

Good

Ease with getting in
touch with SRM Sales
and Customer Service
Response time with your
request
Overall customer service
experience
Let us know why any score was "Fair" or "Poor" below.

* Did your organization/company receive the order confirmation?
(Fields with an asterisk are required.)
Yes
No
If "No" please explain.

* Did your organization/company receive tracking information?
(Fields with an asterisk are required.)
Yes
No
If "No" please explain.

Fair

Poor

Not Applicable

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Order Placement Rating

NIST SRM Website
Please rate the following:
Excellent

Very Good

Navigation and usability
of the SRM website
Web presentation of
production information
for the specific SRM of
your interest
Usefulness of table(s) for
SRM product selection
on the website
Functionality of the
website search feature
If you had to set up an
account, ease of account
setup on the website
Overall experience
Let us know why any score was "Fair" or "Poor" below.

Good

Fair

Poor

Not Applicable

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Order Placement

* Did your organization/company receive the order confirmation?
(Fields with an asterisk are required.)
Yes
No
If "No" please explain.

* Did your organization/company receive tracking information?
(Fields with an asterisk are required.)
Yes
No
If "No", please explain.

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Order Fulfillment

* Did you get what you ordered? (Fields with an asterisk are required.)
Yes
No
If "No", please explain.

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Order Fulfillment

* Did we resolve your issue? (Fields with an asterisk are required.)
Yes
No (See below.)

To resolve the issue, contact Sales and Customer Service via email ([email protected]) or phone (301-9752200). Please summarize the issue below.

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Order Fulfillment Rating

Order Fulfillment
Please rate the following:
Excellent

Very Good

Once the order for
available items was
placed, timeliness of
delivery
Carrier treatment of
shipment
Packaging of SRM(s)
Let us know why any score was "Fair" or "Poor" below.

Good

Fair

Poor

Not Applicable

NIST Standard Reference Materials (SRM) Customer Service Satisfaction Survey
Additional Information

How can we make your customer service experience better?

Other comments?