Customer Survey

Customer Satisfaction Assessment

Please complete the following survey with the confidence that your open and honest feedback will help Grace Records Management (GRM) develop and maintain our high standards of service and delivery.

The following areas that require your comments are Administration, Customer Care, Service Requests & Merchandise, Transport and Additional Services & Comments.

Please enter your details below to commence the survey.

Business Name
GRACE Account Number
Your Name
Your Email Address

 

Customer Satisfaction Assessment:

Introduction to GRACE

Which GRACE services is your company currently utilising?	Records Removals Imaging Fine Art
1. Overall, how would you rate your initial experience with GRACE?	Thoroughly Satisfied Above Expectations As Expected Below Expectations Comment:
2. How would you rate your experience with the GRACE Sales Representative? Taking into account promptness, courtesy, solution knowledge & process.	Thoroughly Satisfied Above Expectations As Expected Below Expectations Comment:

Administration

1. Upon set up of your account (or sub-account), do you feel that all information and resources that were sent to you was satisfactory to commence business with Grace Records Management?	YES NO
2. Have you been introduced to our Online Ordering Service?	YES NO
If no to Question 2, would you like GRM to contact you to arrange a training session?	YES - Best Initial Contact Number NO
If yes to Question 2, do you find this service effective and efficient for you business needs?	YES - Best Initial Contact Number NO
3. Do you receive a confirmation email within one hour of placing your service request order by email or fax?	YES NO
4. How do you rate the GRM invoicing process?	Thoroughly Satisfied Above Expectations As Expected Below Expectations Comment:
5. How do you rate the GRM website for ease of use and access to general information about our products?	Thoroughly Satisfied Above Expectations As Expected Below Expectations Comment:
6. Are there any factors of the administration of your account that you feel GRM should address? Please comment:

Customer Care

1. If you have a query regarding your account(s), how would you rate your accessibility to a GRM staff member?	Thoroughly Satisfied Above Expectations As Expected Below Expectations Comment:
2. In evaluating your most recent customer service experience with GRM, how would you rate the quality of service, overall helpfulness and knowledge provided by our staff?	Thoroughly Satisfied Above Expectations As Expected Below Expectations Comment:
3. Which of the following best describes your experience when you last spoke to our Customer Service Team (please mark all that apply)	I was placed on hold for a length of time I had to explain my request several times The staff member had to ask others for assistance The service was excellent and my request was handled professionally Other, please comment:
4. What is more important to you when conducting business with GRM staff?	Range of Service Quality of Services Speed of Services Knowledgable Staff Cost of Services Other, please comment
5. If at any point you have felt the GRM customer care levels were less than satisfactory, please let us know the circumstance and what we could have done differently to ensure your experience with us was a positive one.

Service Requests & Merchandise

1. Are you aware of our different delivery levels of standard, priority and urgent?	YES NO
If YES, have your items been delivered within the expected time for either a priority (4-hour) or urgent (2-hour) request?	YES NO
2. Do you prefer to lodge your service request by email, fax or online?	Email Fax Online
3. Are you aware that you can electronically upload your data and also create your own Container Reports online via GRACE's Online Service?	YES, I am aware that I can electronically upload data YES, I am aware that I can create my own reports online YES, I am aware of both services No, I am not aware of either service
4. What is more important to you when placing a service request?	Range of Service Quality of Services Speed of Services Knowledgable Staff Cost of Services Other, please comment
5. If you use GRACE's Security Destruction Bins, do you receive these in a clean satisfactory condition?	YES NO Comment
6. What is more important to you when using GRACE's merchandise?	Range of Merchandise Quality of Merchandise Speed of Delivery Value for Money Cost of Merchandise Other, please comment

Transport

1. Our drivers are the face of our transport services; have you found our drivers to act in both a professional and efficient manner?	YES NO Comment
2. Do GRM drivers handle your records with care and advise you of any potential problems if cartons are damaged or are in an unacceptable condition?	YES NO Comment
3. Are GRM drivers well groomed and present a professional GRM company image when they enter your office?	YES NO Comment
4. If you raise a query with one of our drivers, have they been helpful and provided you with assistance?	YES NO Comment
5. Do drivers scan outgoing lodgements in your presence and request signatory verification prior to leaving your office?	YES NO Comment
6. If you have any suggestions that could help streamline GRACE services, please let us know.	YES NO Comment

Additional Comments

Please comment on any aspects you believe GRACE excelled in
Please comment on any aspects you believe GRACE can improve on
Are there any additional services that you think GRACE should provide?
If anything, what is the one thing you would most like GRACE to change or improve?

 

Would you like more information on any of these GRACE services?	Removals Records Imaging Fine Art
How do you wish to receive this information?	Mail Email - Your Email Address Personal Contact - Your Contact Number
Of the following GRACE Records Management services, please indicate if you are interested in receving further information from us about this resource. Please mark as many boxes as you like.	Cataloguing Electronic Document Storage Scan on Demand Secure Destructions Data Protections Backlong Scanning Other Required Service, please comment:
How do you wish to receive this information?	Mail Email - Your Email Address Personal Contact - Your Contact Number
Do you know anyone else who you think would benefit from GRACE's service?	Yes No If yes, please provide contact details below:
Are you happy to be a reference for the person above?	Yes No

Thank you for taking the time to provide us with suggestions and feedback that will help us to better help you.