Houghton International Customer Satisfaction Survey

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* 1. Overall, how satisfied or dissatisfied are you with Houghton International?

Very satisfied

Somewhat satisfied

Neither satisfied nor dissatisfied

Somewhat dissatisfied

Very dissatisfied

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* 2. In relation to your most recent experiences, how would you rate the following aspects of our products/services?

	Very poor	Somewhat unsatisfactory	About average	Very satisfactory	Superior
Quality	Quality Very poor	Quality Somewhat unsatisfactory	Quality About average	Quality Very satisfactory	Quality Superior
Lead time	Lead time Very poor	Lead time Somewhat unsatisfactory	Lead time About average	Lead time Very satisfactory	Lead time Superior
Value for money	Value for money Very poor	Value for money Somewhat unsatisfactory	Value for money About average	Value for money Very satisfactory	Value for money Superior
Delivery	Delivery Very poor	Delivery Somewhat unsatisfactory	Delivery About average	Delivery Very satisfactory	Delivery Superior

What improvements could we make in relation to our products/services?

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* 3. In relation to your most recent experiences with our sales and customer service teams please indicate whether you agree or disagree with the following statements.

	Strongly disagree	Disagree	Neither	Agree	Strongly agree
The person handling my enquiry was very knowledgeable	The person handling my enquiry was very knowledgeable Strongly disagree	The person handling my enquiry was very knowledgeable Disagree	The person handling my enquiry was very knowledgeable Neither	The person handling my enquiry was very knowledgeable Agree	The person handling my enquiry was very knowledgeable Strongly agree
The person handling my enquiry understood my needs and provided a solution	The person handling my enquiry understood my needs and provided a solution Strongly disagree	The person handling my enquiry understood my needs and provided a solution Disagree	The person handling my enquiry understood my needs and provided a solution Neither	The person handling my enquiry understood my needs and provided a solution Agree	The person handling my enquiry understood my needs and provided a solution Strongly agree
My enquiry was dealt with professionally	My enquiry was dealt with professionally Strongly disagree	My enquiry was dealt with professionally Disagree	My enquiry was dealt with professionally Neither	My enquiry was dealt with professionally Agree	My enquiry was dealt with professionally Strongly agree
My enquiry was dealt with promptly	My enquiry was dealt with promptly Strongly disagree	My enquiry was dealt with promptly Disagree	My enquiry was dealt with promptly Neither	My enquiry was dealt with promptly Agree	My enquiry was dealt with promptly Strongly agree
There was always someone available when I needed them	There was always someone available when I needed them Strongly disagree	There was always someone available when I needed them Disagree	There was always someone available when I needed them Neither	There was always someone available when I needed them Agree	There was always someone available when I needed them Strongly agree

Who is your main point of contact at Houghton International? How could we improve our sales/customer service?

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* 4. Compared with our competitors, how do you rate the following aspects of our product/service?

	Much worse	Worse	About the same	Better	Much better
Quality	Quality Much worse	Quality Worse	Quality About the same	Quality Better	Quality Much better
Customer service	Customer service Much worse	Customer service Worse	Customer service About the same	Customer service Better	Customer service Much better
Lead time	Lead time Much worse	Lead time Worse	Lead time About the same	Lead time Better	Lead time Much better
Price	Price Much worse	Price Worse	Price About the same	Price Better	Price Much better
Staff knowledge and expertise	Staff knowledge and expertise Much worse	Staff knowledge and expertise Worse	Staff knowledge and expertise About the same	Staff knowledge and expertise Better	Staff knowledge and expertise Much better

Is there anything else you would like to add in relation to our competitors?

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* 5. How well do our products/services meet your needs?

Extremely well

Very well

Somewhat well

Not so well

Not at all well

Are there any other services you would like us to offer?

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* 6. How likely are you to purchase any of our products/services again?

Extremely likely

Very likely

Somewhat likely

Not so likely

Not at all likely

Why?

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* 7. How likely is it that you would recommend this company to a friend or colleague?

Not at all likely

Extremely likely

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* 8. In 3 words tell us why you choose Houghton International.

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* 9. Do you have any other comments, questions or concerns?

Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing products and services in the future.

If you have any comments or concerns about this survey please contact Tiffany Scott on tiffany.scott@houghton-international.com