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2004
Customer Survey
Objectives
Edward
Hine Company replicated the original customer survey
conducted in the Spring of 1995 again in the Spring of
1998 and the Spring of 2002.
The first survey was conducted to, among other
things, recommend, plan and help implement a corporate direction. This was the first step
in the fact-finding process. The Objectives were to: ·
Determine the
customer perceptions Toward Edward Hine Company ·
Determine Edward
Hine Company¹s general areas of perceived strength and
weakness ·
Determine
customers’ level of knowledge regarding Edward
Hine’s production capabilities ·
Provide an index
so that the same (or similar) surveys could be conducted
in subsequent years and measure change in performance
As
a result of the 1995 customer survey conclusions, Edward
Hine Company made a number of organizational changes,
including reorganization,personnel assignments,
departures and additions, purchase of new hardware, and
internal training. The primary purpose of the 1998 survey was to measure or gauge the impact of those changes. In the following years, additional changes in personnel have occurred through attrition, departures and additions. Yet, most significant must be the development and implementation of ISO 9002. This continual quality improvement system has altered every aspect of Edward Hine Company operations from processes and procedures, to staff training, control of spoilage and documentation an review. The 2002 and 2004 surveys were undertaken to measure the impact of these initial changes.
1.
How long have you been a buyer of graphic arts products
and services?
2004
2004
2002
2002
n Percentage
n Percentage Less than one year
2
7.4%
1
2.17% One to three years
0
0%
7
15.22% Three to five years
3
11.11%
4
8.70% Five to ten years
9
33.33%
13
28.26% Ten to twenty years
8
29.63%
7
15.22% More than twenty years
5
18.52%
14
30.43%
Total
Responding
27
46 2.
Please indicate the current performance of Edward Hine
Company compared to other printers you have used in each
of the following areas. A one-to-seven variability scale was used. 1 = “The
Worst.” 4 = “About the Same.”
7 = “The Best.”
2004
2004
2004
2002 2002
1998
1998 1995
Rank
Count
Average
Rank
Average
Rank
Average
Average 1 Integrity
3
25 5.84
1 6.0465
1
6.2075 5.4255 2 Product
quality as expected
1
26
5.96 3
5.8605
2
6.0943 5.3750 3 On-time
delivery of jobs
5 25
5.68
5
5.7442 3
6.0926
5.5208 4 Technical
counseling from sales rep
6
25
5.64 7
5.6047
4
5.9231 5.2174 5 Customer
service competence
2
25
5.88 2
5.9302
5
5.8868 5.3750 6 Quality,
timeliness of proofs
7
26
5.62 8
5.5814 6 5.8462
5.1458 7 Appropriate
sales rep call frequency
8
25
5.48 4
5.7674
7
5.8367 5.3693 8 State-of-the-art
Equipment
4 22
5.73
13
5.0233 8
5.7470
4.5000 9 Timely
billing
12
23 5.30
12
5.2093
9 5.2550
5.2000 10 Absence
of hassles, surprises
9/10
25
5.44 6
5.6744
10
5.6481 5.1250 11 Production turnaround time 11
25
5.36
11 5.3488
11
5.5741
5.1250 12 Timely
estimates
9/10
25
5.44 10
5.3721
12
5.5094 5.1667 13 Detail
of billing
13
23
5.17 9
5.5116
13
5.4800 4.8667
14 Competitive
pricing
14
26
4.89 14
4.6047
14
5.0000 4.6383 Comments
·
Very responsive,
very service oriented! ·
You folks are the
best...only a couple of reprints. ·
Not competitive
on pricing. Not willing to work on pricing. ·
All my print
vendors are good. ·
The pricing and
billing is something I do not see. · I have never had a problem w/Hine. Quality & timeliness is never an issue. Pricing is the issue as I would like to do more w/them.
3. What is your evaluation of the overall performance of Edward Hine Company compared to other printers you have used?
2004
2004
2002
2002
1998
1998 1995
1995
Number
Pct.
Number
Pct. Number
Pct.
Number Pct The Worst
1 . . . . . . . . .
0
-
0 -
0
-
0 -
2 . . . . . . . . .
0
-
1 2.27%
0
-
0
- Inferior
3 . . . . . . . . .
1
4%
5
1.36% 0
-
1
2.1% About
4 . . . . . . . . .
5 20%
3
6.82%
6 10.9%
11
22.9% the Same
5 . . . . . . . . .
5
20%
12
27.27% 10
18.2%
16
33.3% Superior
6 . . . . . . . . .
12
48%
13
29.55% 27
49.1%
15 31.3% The Best
7 . . . . . . . . .
2
8%
10
22.73%
12
21.8% 5
10.4%
2004
2002
1998
1995
Average Rating Average
Rating
Average
Rating
Average Rating 5.36 6.2857 5.8148 5.2500
4. Who is your Edward Hine Company customer sales representative?
2004
2002
1998 Todd Alfrey
5
8
10 Joe Dunn
1
-
4 Ric Keysor
13
13
7 Roxy Young
n/a
-
3 Rick Simon
2
7
10 Bruce Simpson
1
3
2 Jerry Vohland
n/a
10
10 Bud Witter
n/a
1
3 Bernie Scanlon
n/a
2
- Dick Anderson
n/a
-
- Steve Mylott
2
1
- No Response
2
-
-
5. Who is your Edward Hine Company customer service representative?
2004
2002
1998 Joe Dunn
5
9
10 Ric Keysor
3
1
4 Rick Simon
5
2
7 Roxy
n/a
17
3 No Response
13
6.
Have you noticed a change in the performance of
Edward Hine Company during the past year or so?
2004
2004
2002
2002 1998
1998
1995
n
Percentage
n
Percentage
n Percentage
Percentage Improved markedly
0
0%
0
0% 4
8.3%
6.8% Improved somewhat
9
36%
7
18.4% 16
33.3%
25.0% No change
15 60%
31
81.6%
28 58.3%
68.2% Deteriorated somewhat
1
4%
0
0% 0
0%
- Deteriorated markedly
0
0%
0
0% - Total
Responding 25
38
48 If you
have noticed a change, please explain: ·
Edward Hine always provides an excellent product, but my
latest experience with Edward Hine has proven to be
above and beyond customer service expectations. From
sales rep to pressman! (Suntera catalogs - fountains) ·
CTP! Pricing is very good. ·
Improved proofing capabilities. ·
Haven’t been called on in over a year since rep left. ·
Better/Quicker Service ·
Bridg¹s color management. Todd is a great sales rep. ·
Had worked with Jerry Voland first - now Steve. Steve does a
great job. · Good quality company, delivers on time, very knowledgeable and service oriented.
7. Why do you do business with Edward Hine Company? · I have very few problems with the work being correct. The quality is great. Your employees are always very willing to help and
well knowledged. Material is here in timely manner. ·
We can always count on great quality of work at affordable
prices. Also, everyone is very friendly &
knowledgeable about their job duties. We have a great
relationship with Ric. ·
No hassle, Dependable, Easy to communicate with, flexible,
cost. ·
They do quality work at a fair price with on time deliveries. ·
Because EH fills in the gaps that we have at our facility.
IE...long run capability at a competitive price (8 up). We at ours is only 4 up. ·
Excellent quality. Excellent Sales Staff and Tech support. ·
Local. ·
Confidence in ability to deliver high quality product - on
time – within budget estimated. ·
Hine provides competitive pricing and valued service to my
plant needs. ·
Cost/Price/Value ·
Haven¹t lately. Prices are usually higher. ·
Quality/Integrity ·
Very quality focused and professional. Hine evolves with the
industry and keeps up with technology. My perception of
Hine is high quality with competitive pricing. ·
Location/Service/Quality ·
Great Service. Great Product. ·
Quality work. Local company. ·
Great Quality, Delivery and Pricing. ·
Quality ·
Purchasing decides. ·
Quality of product, competitive pricing. ·
Consistent quality. ·
The buyer decides what company will do particular jobs for me. ·
Past History ·
Haven¹t lately...prices are usually higher
8. Please indicate your level of agreement with each of the following statements. A one-to-seven variability scale was used. 1 = “The Worst.” 4 = “About the Same.” 7 = “The Best”
2004
2004
2002
2002
1998
1998 1995 Edward
Hine Company n
Average n
Average n Average
Average
1
will make good use of feedback from
this survey
25
6.28
46
5.8261
48
6.5560
n/a 2
is easy to deal with
26
6.3077
46
6.3913
54
6.4074 6.1064 3
meets its commitments
26 6.2308
46
6.3043
54
6.3704
6.2340 4
Sales & CSR personnel are knowledgeable 5
is sincerely interested in a long-term 6
is responsive to my special needs
26
6.1923 46
6.0870
53
6.3396
5.8511 7
alterations are documented and communicated 8
is a good source of technical information
26
5.8846 46
5.9130
51
6.1176
5.5106 9
provides good value at a fair price
26
5.7308 46
5.7174
53
6.0566
6.1064 10
is an innovative, dynamic company
26
5.8077 46
5.4783
52
5.8462
4.9348 11
consider myself knowledgeable about
Edward Hine Company’s production
capabilities
26
5.8846
46
5.4130
53
5.6604 5.2766
6.0817 5.9585
6.2055 Comments
·
We here at Tribune Printing Co. like to think we have
established somewhat of a symbiotic relationship. We are
a bit more efficient at shortrun and EH fills in for our
long run and
multi-color inefficiencies. In other words EH makes us
more competitive in our market place. ·
Can always TRUST you to do a superb job!! ·
Keep up the good work. ·
Compares the same with my other vendors. 9.
How important is Edward Hine Company to your
organization?
2004
2004
2002
2002
1998
1998
1995
1995
Number
Pct. Number
Pct.
Number Pct.
Number
Pct Of No Importance 1
. .
0
-
1
2.2% 0
-
0 -
2 . . .
0 -
1
2.2% 0
- 2
4.3% Somewhat Unimportant 3 . . 1 4% 1 2.2% 0 - 1 2.1%
4 . . .
3 12%
7 15.6%
6
11.1%
6
12.8% Somewhat Important 5 . . .
7
28%
8 17.8%
5
9.3%
11
23.4%
6 . . .
8 32%
16
35.6% 22
40.7%
16
34.0% Extremely Important 7 . . .
6
24%
11 24.4%
21
38.9%
11
23.4%
2004
2002
1998 1995 Average Rating 5.6 6.4286 6.0741 5.5106 10. Which of the following products and
services not now purchased from Edward Hine Company would you
consider buying from Edward Hine Company if they were offered under
competitive conditions?
2004
2004
2004
2002
2002
2002
1998 1998
1998
Rank No.
Pct.
Rank No.
Pct.
Rank No.
Pct.
2*
9 50%
1
19 41.3%
1
15 26.8%
On-demand printing
7*
7 38.9%
8 9
19.6%
2 13
23.2%
UV Coating
2*
9 50%
3
13 28.3%
3
12 21.4%
Foil stamping/Embossing
15
5 27.8%
-
- -
4
10
17.9% Digital file transfer
7*
7 38.9%
5
11 23.9%
4
10 17.9%
Perfect binding
-
- -
-
-
-
5
9 16.1%
Presentation folders
7*
7 38.9%
11
8 17.4%
5
9 16.1%
Spiral binding 13*
6 33.3%
12
5
10.9%
6 8
14.3%
Point of purchase materials 1
10 55.6%
3
13 28.3%
7
7 12.5%
CD/DVD duplication 6
8 44.4%
8
11 19.6% 7
7
12.5% Wire-O binding 17*
3 16.7%
12
5
10.9% 7
7
12.5% Lit. storage &
fulfillment -
-
-
-
-
-
7
7 12.5%
Posters 7*
7 38.9%
5
11
23.9% 8
6
10.7% Ink Jet addressing
2*
9 50%
2
14
30.4%
8
8 14.3%
Mailing Services -
-
-
-
-
- 8
6
10.7%
Color separations 13*
6 33.3%
12
5
10.9%
8
6 10.7%
Mail list maintenance -
-
-
-
-
- 9
5
8.9%
Digital archiving/storage -
-
-
- -
-
9
5 8.9%
PDF file preparation 7*
7 38.9%
8
9
19.6% 10
4
7.1% Kit assembly -
-
-
- -
-
10
4 7.1%
Newsletters -
-
-
-
-
- 11
2
3.6%
Coupons -
- -
- -
-
12
1 1.8%
Desktop training -
-
-
-
-
- 12
1
1.8%
Data Archiving/storage 23
2
11.1%
20 1
2.2%
-
- -
Data Base Management 17*
3 16.7%
20
1
2.2% -
-
- Blister
Insert Cards 17*
3 16.7%
17
2
4.4% -
-
- Heatseal
Blister Cards
17
2 4.4%
-
- -
Header Cards 17*
3 16.7%
20
1
2.2% -
-
- Cut
Carton Display Labels 17*
3 16.7%
16
3
6.5% -
-
-
Media
Kits 2*
9
50%
5
11
23.9% -
-
- Laminating -
-
-
23
0
0.0% -
-
-
Can Labels 16
4
22.2%
-
-
- -
-
-
Electronic (Soft) Proofing
7*
7
38.9%
-
-
- -
-
-
Personalization/Imprinting 17*
3
16.7%
-
-
- -
-
-
Stochastic Printing Note:
calculated as a % of total respondents, n = 18
for 2004, n
= 46 for 2002 and n = 56 for 1998. a “*” indicates a tie with another service
for ranking. bold type face indicates the top 5 service
requests. 11. Is there anything you
particularly LIKE about doing business with Edward Hine Company?
2004
2004 2004
2002
2002
1998 1998
Yes
No No/Resp.
Yes
No
Yes No Responding
16
3
7
35
11
42
4 Percentage
61.5%
11.5%
26.9%
76.1 23.9%
91.3%
8.7% 91.3%
responded “Yes” in 1998. Comments
·
Sales Service, Print Quality ·
Working with Ric Keysor ·
Quality work and super people to work with. ·
Ric is always available when we need him. He answers our
questions quickly and meets our needs consistently. ·
The quality and customer rep. ·
Good quality. Reasonable turn times. Great employees. ·
Location/Service/Quality ·
I always felt Hine approached our relationship as a
partnership. Early onin my career I learned a lot of
technical graphic knowledge from the folks at Hine. ·
No worries about the end result. ·
Rick is easy to do business with. ·
Account representative is very responsive to my
questions/needs. Follow-ups are timely and accurate. ·
Consistent experience - positive experiences. ·
Friendly, eager for the business. No hassles. Extremely
qualified. Quality finished product. ·
Bruce/Steve/Joe. The people in general. ·
I know the key people and I can trust them. ·
Doesn¹t seem to be competitive on most jobs.
12. Is there anything you
particularly DISLIKE about doing business with Edward Hine Company?
2004
2004
2004 2002
2002
1998
1998
Yes No
No/Resp.
Yes No
Yes No Responding
4
15
7
8
38
8
35 Percentage
15.4%
57.7% 26.9%
17.4%
82.6%
18.6% 81.4% 18.6%
responded “Yes” in 1998 and 22.9% in 1995. Comments
·
Wish you could be more cost effective on smaller quantity
runs. ·
Small Qty/short run pricing. Wish you did both. ·
It doesn¹t seem like Hine solicits our business like they
once did. ·
Price. ·
Not very competitive on pricing. Needs more attention to
detailed information.
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