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*
= Required Fields
Customer Rating: Using the rating scale
of 10 = highest score to 1 = lowest score please rate your
level of satisfaction with each attribute.
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| Overall
satistaction |
| 1.
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Overall,
how satisfied were you with the complete performance of Clark
& Reid?
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| Pre-Move/Client
Services Operations
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| 1. |
How
satisfied were you with Clark & Reid’s estimation of
packing and loading time? |
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| 2. |
How
satisfied were you with Clark & Reid’s overall planning
of your move? |
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| 3. |
How
satisfied were you with the overall performance of Clark &
Reid’s office contact? |
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| 4. |
Overall,
how satisfied were you with all aspects of Clark & Reid’s
Pre-Move Service? |
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Moving
Team: Packing and Loading |
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| 1a.
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Please
give one score of your satisfaction with the driver & helper’s
overall performance.
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10 |
| 1.
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Were
you contacted within 24 hours of moving team’s arrival?
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no |
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| 2.
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How
satisfied were you with the appearance and behaviors of the driver
and helpers at your home?
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10 |
| 3. |
How
satisfied were you with the steps taken to protect your house
and possessions?
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| 4.
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How
satisfied were you with the overall performance of the moving
team packing and loading?
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| 5.
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Please
comment on what particular activities the team did particularly
well.
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Moving
Team: Transportation and Storage |
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| 1. |
Did your goods go into storage?
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no |
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| 1a. |
If
yes, are they out of storage now? |
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no |
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| 2. |
If
yes, were you contacted regarding delivery when your goods came
out of storage? |
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no |
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| 3. |
Any concerns on the transportation or storage phase?
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Moving
Team: Unloading and Unpacking |
| 1. |
Did
the same drivers unload & unpack your household goods?
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no |
| 2. |
Were
there any concerns you had about the driver & helpers’
behaviors during this phase?
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| 3 |
How
satisfied were you with the placement of cartons and furniture
in your new home? |
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| 4. |
How
satisfied were you with the carton labeling?
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| 5. |
If
requested, how satisfied were you with the reassembling and reconnecting
operations?
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| 6. |
Was the reassembling performed by Clark & Reid (a)? or “Movers
Specialty (b)
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(a) |
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(b)
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yes |
no |
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yes |
no |
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| 7. |
How
satisfied were you with the steps taken to protect you house and
property?
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10 |
| 8. |
How
satisfied were you with the overall unloading & unpacking
phase?
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QUESTIONS
9 & 10 used for ONE-TEAM moves or when the “packing
& loading team” is different from the unloading &
unpacking team. |
| 9. |
(one team or packing only) Your satisfaction with the Driver’s
overall performance
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| 10. |
(one team or packing only) Your satisfaction with the Helper’s
overall
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| 10b. |
Comments about pack and load team.
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QUESTIONS
11 & 12 used when unloading & unpacking team is different
from packing & loading team: |
| 11. |
(unpacking team) Your satisfaction with the Driver’s overall
performance
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| 12. |
(unpacking team) Your satisfaction with the Helper’s overall
performance
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| 12b. |
Comments
about unload and unpack team.
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| Overall
Move |
| 1. |
Overall,
how satisfied were you with the complete performance of C&R?
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2 |
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10 |
| 2. |
Considering
your recent experience with C&R, would you, given a choice
in a future move, insist on selecting Clark & Reid in that
next move? Yes
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no |
| 3. |
If NO, why not? |
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| 4. |
(If appropriate) What would it taken for Clark & Reid to earn
the top score of a 10 in this move?
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| 5. |
Can
you suggest one way that Clark & Reid might improve service
and exceed your expectation? (describe):
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| 6. |
Was there a service of any kind which Clark & Reid could have
provided to you to make your move easier?
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| 7. |
If this was a “self-move” – why did you choose
Clark & Reid?
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| 8. |
Additional
comments?
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