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Customer Survey

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 standard of service and delivery.

 
 
Business Name
Grace Account Number
Your Name
Your Email Address

 

Introduction To Grace

Which Grace services is your company currently utilising?
Records
Imaging
Removals
Fine Art
1. Overall, how would you rate your initial experience with Grace?
Thoroughly Satisfied
As Expected
Above Expectations
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
As Expected
Above Expectations
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
As Expected
Above Expectations
Below Expectations

Comment
6. Are there any factors of the administration of your account that you feel GRM should address?

 

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
As Expected
Above Expectations
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
As Expected
Above Expectations
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 Services
Quality of Services
Knowledgeable 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
Knowledgable Staff
Cost of Services
Other, please comment
Speed of Services
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
Value for Money
Cost of Merchandise
Other, please comment
Speed of Delivery


 

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?
Records
Removals
Imaging
Fine Art
How do you wish to receive this information?
Mail
Personal Contact - Your Contact Number
Email - Your Email Address
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
Secure Destructions
Data Protections
Backlong Scanning
Scan on Demand
Other Required Service, please comment:

How do you wish to receive this information?
Mail
Personal Contact - Your Contact Numbers
Email - Your Email Address
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
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Thank you for taking the time to provide us with suggestions and feedback that will help us to better help you.

 

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