Customer Service Survey 

"They must perform at a consistently high level every day or our franchisees would quickly demand a switch to a competitor. In our eight-year relationship, that’s never been an issue."
Neal Levy
Marketing Department
Taco John’s Intl., Inc.
"What I admire and respect most about your company is the values you have and the values you establish in your employees...having this base and these values are not only rare in the business world but rare in the world in general and I applaud you for that."
Jason Fehring
Marketing Department
Regis Corporation
"This was such a valuable, real life experience for the students. We are very grateul to you. One comment a student said was, 'Wow, PRA must be a great company to work for-all of their clients are completely satisfied with their work...their employees must enjoy working there to.'"
Sophia Ross
Marketing Teacher
St. Louis Park High School
Customer Service Survey
Prepared by St. Louis Park High School Marketing Students
Final Tally of Results (36 sent-21 received)
Rate the following areas with 1 being poor and 5 being excellent:
1. Packaging of Promotional Material
Comments:
  • We switched to triangular packaging to cut down on damages; however the recommended size was too small and were rectifying the situation.
  • PRA always packed as best as they can to prevent damaging collateral. Sometimes collateral is damaged but it is not from PRA’s packing, out of their control.
2. Delivered on Time
Comments:
  • Always shipped on-time, even on tight timelines.
  • Never missed a deadline- even the tight ones.
  • Given a date of delivery PRA does everything they can to hit that date and they do.
  • Even given short timelines.
  • We have never received a complaint regarding late shipped packages.
3. Easy to Read Instructions and Diagrams for Product(s) if applicable
4. Relationship with your Account Executive/Account Manager
Comments:
  • Easy to get in touch with and always get back to you.
  • She is responsive and easy to work with.
  • Josh and Joe are wonderful!
  • Very responsive to concerns, always available.
  • Cant say a negative word about our account manager (Josh).
  • Service is fabulous. Very responsive, helpful, and friendly.
  • Always able to contact her.
5. Overall Rating of the Services Provided by PRA Fulfillment
Comments:
  • I have no complaints. Very impressed.
  • One comment is pricing, it’s high compared to others in same market.
  • PRA goes way out of their way to fulfill our needs which may not be the case in large fulfillment houses.
  • My Account reps are fantastic to work with and often catch my mistakes before things leave their warehouse!

 
Select the best answer for the following questions:
6. Did the services at PRA Fulfillment help meet your sales goal(s)?
Comments:
  • Not sure… not sure it’s related since they only ship.
7. Did your product(s) arrive in correct quantity and good condition?
8. Were the employees who assisted you friendly and helpful?
9. Will you continue to use PRA Fulfillment services in the future?
Comments:
  • Will be looking into others for pricing next year to keep competitive.
10. Would you recommend PRA Fulfillment to others?
11. Would you utilize a variable data printing solution on the PRA Fulfillment website?
Comments:
  • Possibly, depending on pricing and use of website.
  • Not sure
  • Not sure
  • Maybe

 
Answer the following questions about PRA Fulfillment:
12. How did you find out about PRA Fulfillment?
  • With company when I started
  • Existing vendor of my company
  • Work associate
  • Word of month
  • Preferred vendor
  • Regis Corp. has a long term relationship with them
  • Through Regis corporation
  • Regis has used them for years
  • Coworker
  • In place where I started. Don’t know
  • They were our fulfillment service since I started my position
  • Referral
  • Long time business partners
  • Can’t remember exactly. Believe it was through our creative agency. (Olson).
  • Previous marketing team worked with PRA.
  • Network contact.
  • Referred
  • Via the website.
  • Through a delivery listing
  • They approached us at a sales presentation
13. Do you prefer PRA Fulfillment over leading competitors, if so, why?
  • Haven’t worked with anyone else
  • Sometimes-based on pricing
  • Decisions based on time frame/pricing. Generally PRA is competitive in marketplace. No preference over competitor
  • Yes, close proximity to our office
  • Haven’t worked with others
  • They know our business as well as we do
  • Customer service no doubt about it
  • Haven’t used a competitor
  • I haven’t worked with anyone else. I suppose yes because they are great and always fix any problems.
  • Yes. They have not let me down on any project given to them.
  • Yes. Friendly, responsive, great to work with.
  • Yes, my sales rep. is great. (MJ Jergenson)
  • Yes.
  • Friendly reps with personal Service!
  • Yes, our relationship with PRA is very solid, their performance is exemplary.
  • Good service, cheerful people, willingness to find unique solutions to difficult problems.
14. What additional services would you like to see offered by PRA Fulfillment?
  • I am a true believer that every company has a niche- shipping is PRA’s so it’s all I do/would use them for it.
  • None: only use fulfillment services
  • None at this time
  • None to think of
  • Not sure they do a great job doing everything we ask of them
  • None at this time
  • Automates flat insertion
  • Not at this time
  • None at this time, they fulfill our current needs.
  • There’s nothing we’ve asked them to do that they’ve refused. They do anything.
15. What other information would you like to see on PRA Fulfillment’s website?
  • I am a true believer that every company has a niche- shipping is PRA’s so it’s all I do/would use them for it.
  • None: only use fulfillment services
  • None at this time
  • None to think of
  • Not sure they do a great job doing everything we ask of them
  • None at this time
  • Automates flat insertion
  • Not at this time
  • None at this time, they fulfill our current needs.
  • There’s nothing we’ve asked them to do that they’ve refused. They do anything.

 
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