2002 Customer Survey Edward Hine Company   Objectives Edward Hine Company replicated the original customer survey conducted in the Spring of 1995 and again in the Spring of 1998. 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 customer perceptions toward Edward Hine Company Determine Edward Hine Company's general areas of perceived strength and weakness Determine customer's 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 the 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 and review. The 2002 survey was undertaken to measure the impact of these changes as reflected in an extremely unstable print buying market utilizing comparative information available from the preceding two surveys. Survey Results 1. How long have you been a buyer of graphic arts products and services? 2002 2002 1998 n Percentage Percentage Less than one year 1 2.17% 5.4% One to three years 7 15.22% 16.1% Three to five years 4 8.70% 12.5% Five to ten years 13 28.26% 12.5% Ten to twenty years 7 15.22% 32.1% More than twenty years 14 30.43% 21.4% Total Responding 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. One = "The Worst." Four = "About the Same." Seven = "The Best." 2002 2002 2002 1998 Rank Count Average Average 1 Integrity 43 6.0465 6.2075 2 Customer service competence 53 5.9302 5.8868 3 Product quality as expected 43 5.8605 6.0943 4 Appropriate sales rep call frequency 43 5.7674 5.8367 5 On-time delivery of jobs 43 5.7442 6.0926 6 Absence of hassles, surprises 43 5.6744 5.6481 7 Technical counseling from sales rep 43 5.6047 5.9231 8 Quality, timeliness of proofs 43 5.5814 5.8462 9 Detail of billing 43 5.5116 5.4800 10 Timely estimates 43 5.3721 5.5094 11 Production turnaround time 43 5.3488 5.5741 12 Timely billing 43 5.2093 5.2550 13 State-of-the-art Equipment 43 5.0233 5.7470 14 Competitive pricing 43 4.6047 5.0000 Percentage Rating 2002 Average "7" "4" 1998 Rank Rating (The Best) & Below AVG 1 Integrity 6.0465 61.90% 2.30% 6.2075 2 Customer service competence 5.9302 63.60% 4.50% 5.8868 3 Product quality as expected 5.8605 69.00% 4.70% 6.0943 4 Appropriate sales rep call frequency 5.7674 65.80% 9.70% 5.8367 5 On-Time deivery of jobs 5.7442 73.80% 2.30% 6.0926 6 Absence of hassles, surprises 5.6744 79.50% 4.50% 5.6481 7 Technical counseling from sales rep 5.6047 78.50% 2.30% 5.9231 8 Quality, timeliness of proofs 5.5814 76.10% 4.70% 5.8462 9 Detail of billing 5.5116 85.70% 7.10% 5.4800 10 Timely estimates 5.3721 90.20% 4.80% 5.5094 11 Production turnaround time 5.3488 86.30% 9.00% 5.5741 12 Timely billing 5.2093 88.00% 11.90% 5.2550 13 State-of-the-art Equipment 5.0233 88.60% 15.90% 5.7470 14 Competitive pricing 4.6047 95.10% 26.80% 5.0000 Comments: We are highly satisfied with our work with EHC.Ric Keysor is excellent-the service is superior & good-natured. Roxy is excellent! Even the switchboard person is very friendly & helpful. Delivery is on time & correct. We are unable to complete this question and #3 because we use several different printers for varying types of projects. As such, comparing you to others is difficult to quantify. Digital 4/c is taking over, lower print runs, less cost Best printing company I have ever worked with. Always pleased with service, delivery and quality of product. Pricing not always competitive(varies on run quantity, product size, etc.) but in line for certain requests. Timely/detail of billing never passed through me for comparison purposes. So I have not iindicated a performance value Your quality looks excellent. Unfortunately your quotes have been too high. One of my assistants, Mary Ryia should get one of these surveys. She does work with Bernie and Edward Hine. Maybe she did. Arvella Utley received one but she deals mainly with purchase orders. I'm not rating Edward Hine as average - I require all the vendors I use give me great service & quality otherwise I don't use them again. Edward Hine is up there with my best vendors. 3. What is your evaluation of the overall performance of Edward Hine Company compared to other printers you have used? 2002 2002 1998 1998 Number Pct. Number Pct. The Worst 1 0 - 0 - 2 1 2.27% 0 - Inferior 3 5 11.36% 0 - About the Same 4 3 6.82% 6 10.9% 5 12 27.27% 10 18.2% Superior 6 13 29.55% 27 49.1% The Best 7 10 22.73% 12 21.8% 2002 1998 Average Rating 6.2857 5.8148 4. Who is your Edward Hine Company Customer Sales Representative? 2002 1998 Todd Alfrey 8 10 Joe Dunn - 4 Ric Keysor 13 7 Roxy Young - 3 Rick Simon 7 10 Bruce Simpson 3 2 Jerry Vohland 10 10 Bud Witter 1 3 Bernie Scanlon 2 - Steve Mylott 1 - 5. Who is your Edward Hine Company customer service representative? 2002 1998 Joe Dunn 9 10 Ric Keysor 1 4 Roxy Young 17 3 Rick Simon 2 7 6. Have you noticed a change in the performance of Edward Hine Company during the past year or so? 2002 2002 1998 n Percentage Percentage Improved markedly 0 0% 8.3% Improved somewhat 7 18.42% 33.3% No change 31 81.58% 58.3% Deteriorated somewhat 0 0% 0% Deteriorated markedly 0 0% 0% Total Responding 38 If you have noticed a change, please explain: Have had no need for Hine services in the past year. Job responsibility shift in past 6 months has me again working w/suppliers. No length of time to comment on the above Quality and timelines were met with great urgency, integrity No change, just consistently excellent service and product I have not worked with Edward Hine for a full year yet. Quotes turn in quicker time, digital proofing noticed, but not always acceptable to certain clients. Performance was high from the beginning & never fell off. No experience yet Edward Hine is constant. Constant with good service, a beautiful product, meeting sometimes unreasonable due dates. Constant is one of the best adjectives I can think of. You hired Bernie Scanlon who had provided the best service I've had when he was with C&H My business came with him. 7. Why do you do business with Edward Hine Company? Rick is a big part-He is knowledgeable, positive, and very helpful. Good representation, superior quality, and good pricing Above-average quality at a price competitive enough for some jobs. Reliability of printing quality and Hine Sales Rep performance/service. Because you do quality work in a timely manner with the least talk-back to the customer. You meet deadlines every time- I have no complaints. Fantastic service without being pushy or salesy. Knowledgeable, ethical sales reps, high quality printing that is consistent in its quality & reliability. Knowledge of sales Rep response, close to my business, history with my business, quality of deliverable, competitive pricing. Todd Alfrey - great customer service - exceeds expectations. Quality of product, fair pricing Location, reliability, price Easy to work with, explains things fully, will go the extra mile when needed, does a good job. Good quality company, don't have to babysit the sales rep, technical knowledge. A long and satisfying relationship Quality Good Relationship Edward Hine is an approved Cat Supplier As a matter of course, we use you for longer-run projects and/or that require a union label. That being said, we like the consistent quality & responsiveness of service Equipment, pricing, and quality Quality, friendly service Good quality I consider them the best quality printer and the easiest to work with. No single person at this time. Just depend who is available Good History I Quote Edward Hine, but prices are usually the highest bid. We're a state agency & so are required to go with the low bidder. Edward Hine was a pleasant surprise as they provide superior service and the highest quality printing at a reasonable price. I wish we could print all of our jobs with them. Through John Deere Co. and the Cirqit.com tool Location, product quality, price, dependable supplier Location, service, quality. All three were factors. Our decision to move our printing was made based on final costs vs quantity. Not a quality or performance issue. Cost, quality, etc. All of the characteristics mentioned on #2. Edward Hine prints components that we are not able to print. Make my job Easy! Can count on service & quality & price ALWAYS. see #6 Because Bernie reacts immediately to my printing questions & needs even when my turnaround time is ridiculously tight. He follows through on everything from estimates,schedules, proofs, & final printing. Service, Quality, & Technological advances. They fulfill a nitche for us with a unique product we print once a year. Great product for a very competitive price. Also because of knowledge and service provided by sales rep. Ric Keysor. Quality of product & services is as good as OSP - Same with pricing. However, I consider Ric the most valuable asset in our relationship. Without him, Hine is just another good printer. Because they do quality work at a competitive price on time delivery and I trust them not to go after my customers 8. Please indicate your level of agreement with each of the following statements. A one-to-seven variability scale was used. One = "The Worst." Four = "About the Same." Seven = "The Best." Edward Hine Company 2002 Average 1998 Average 1 is easy to deal with 46 6.5560 6.4074 2 meets its commitments 46 6.3043 6.3704 3 Sales & CSR personnel are knowledgeable of my specific needs 46 6.1957 6.3585 4 is sincerely interested in a long-term relationship with my organization 46 6.1522 6.3585 5 is responsive to my special needs 46 6.0870 6.3396 6 alterations are documented and communicated in accordance with my organization's policies & procedures 46 6.0652 6.1887 7 is a good source of technical information 46 5.9130 6.1176 8 will make good use of feedback from this survey 46 5.8261 6.5560 9 provides good value at a fair price 46 5.7174 6.0566 10 is an innovative, dynamic company 46 5.4783 5.8462 11 consider myself knowledgeable about Edward Hine Company's production capabilities 46 5.4130 5.6604 Comments I am not terribly knowlegeable of all your capabilities but there appears to be good rapport between your firm and our graphic designers(Burdess) and the gal who does our newsletter set up.You handle our printing with gusto! I've never asked anything that was not handled with friendliness & efficiency. I wish the same could be said of other vendors in other areas. The single reason we almost never do business with EHC anymore is it is so expensive. I get the impression that mgmnt is concerned primarily with large accounts, not smaller accounts such as we are. Don't know too much about your new services My concern is Cat's 6 Sigma Corp printing team. They are developing what the future printing specs for 4/c & b/white and the future print suppliers that will be quoting on these specs. This data survey may not mean much in the future or it may mean alot? Knowledgeable, helpful, friendly-I can't say enough good things about Edward Hine. I'm still in the "getting to Know" stage with Edward Hine, but I've been impressed so far. Cover letter of this survey indicates services/products I was not aware that Edward Hine either produced or offered. ( CD-Rom sleeves and jewel case inserts, desktop training) and I would be interested in more details. Technology is changing so rapidly, I depend on Bernie Scanlon & Hine to keep me in the loop as to how to best produce what I need. You always come through! I answer to my corporate office in Columbus, Ohio & to McGraw-Hill in New York. Samples of every job go all the way- I can't afford any goof-ups, no matter how much good work is done. I rely on Bernie & Hine. 9. How important is Edward Hine Company to your organization? 2002 2002 1998 1998 Number Pct. Number Pct. Of No Importance 1 1 2.22% 0 - 2 1 2.22% 2 4.3% Somewhat Unimportant 3 1 2.22% 1 2.1% 4 7 15.56% 6 12.8% Somewhat Important 5 8 17.78% 11 23.4% 6 16 35.56% 16 34.0% Extremely Important 7 11 24.44% 11 23.4% 2002 1998 Average Rating 6.4286 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? 2002 Rank 2002 Responses 2002 Pct. 1998 Rank 1998 Pct. 1 19 41.30% On-demand printing 1 26.8% 2 14 30.43% Mailing 8 14.3% 3 13 28.26% CD-ROM reproduction 7 12.5% 3 13 28.26% Foil stamping 3 21.4% 4 11 23.91% Perfect binding 4 17.9% 4 11 23.91% Ink Jet addressing 8 10.7% 4 11 23.91% Laminating -- -- 5 9 19.57% Wire-O binding 7 12.5% 5 9 19.57% UV Coating 2 23.2% 5 9 19.57% Kit assembly 10 7.1% 6 8 17.39% Spiral binding 5 16.1% 7 5 10.87% Mail list maintenance 8 10.7% 7 5 10.87% Literature storage & fulfillment 7 12.5% 7 5 10.87% Point of purchase materials 6 14.3% 7 5 10.87% Personalization/Imprinting -- -- 8 3 6.52% Media Kits -- -- 9 2 4.35% Heatseal blister cards -- -- 9 2 4.35% Header Cards -- -- 9 2 4.35% Other 13 0% 10 1 2.17% Data base Mangement -- -- 10 1 2.17% Blister Insert cards -- -- 10 1 2.17% Cut carton display labels -- -- 11 0 0.00% Can labels -- -- Note: calculated as a % of total 2002 respondants, n = 46 Other Comments: I don't determine where this type of thing is sorced Otabinding, GBC binding The manufacturing services are done by Phil Addy (Peoria). My printing needs are pretty much being met. 11. Is there anything you particularly LIKE about doing business with Edward Hine Company? 2002 Yes 2002 No 1998 Yes 1998 No Responding 35 11 42 4 Percentage 76.09% 23.91% 91.3% 8.7% Comments: We like our Rep and his backup. Plant personnel are knowledgeable, friendly, and react quickly to our concerns. Receptionist is extremely friendly and always calls us by name--Give her a raise. Jerry!!! Reliability of printing quality I get what I order on time. No hassle! Busy people really like that. I wear many hats & I appreciate the service Ric & Roxy extend us. My calls are always returned promptly, too. Give Ric & Roxy a raise They deserve it :-) The overall experience is painless, reliable & consistently superior service. Response to my needs has always been excellent computer to plate The friendliness of its employees and the satisfaction of the jobs completed for me. Sales rep very personable but not pushy like some we experience. I enjoy working with Bruce & Joe. Edward Hine is a printer that can work unsupervised & I have a high confidence level the work will be done to my satisfaction. Our Sales rep, Todd Alfrey Jerry Vohland- Super guy who always goes above and beyond All employees & sales staff friendly & knowledgable I feel confident the job will be done to perfection! Great people to work with, provides excellent customer service. Rick is an excellent sales representative. He definitely makes a difference! Qualtiy, turn time, and customer service As a customer who uses you on an irregular basis under special circumstances, we appreciate being treated as if we were a regular customer. Quick follow up No worries, great quality every time. Edward Hine has been a loyal print supplier for Caterpillar for many years. The paper printing requirements has changed to lower gtys & digital printing technology for color marketing brochures for less cost. Quality of work and customer service. I have never worked with a printer who is so accommodating. It makes my job easier and has resulted in a much better product than we had received from the previous vender. They are responsive, quick & confident No hassels from estimating through delivered products Being comfortable with making changes on the fly and having the Hine staff accommodate such changes and remember those changes for future runs. Understanding that things sometimes don't happen as scheduled and Hine's ability to take such events and still meet the end goal. appreciate the very fast quotes! Your sales reps seem knowledgeable & your product looks good. See #7 Service Reps are critical. Bernie Scanlon is always available for any question, follows thru with any situation or problem making sure that we are meeting our deadlines and keeping our bosses happy with a beautiful product. Bernie is always the consumate professional & an excellent rep. He deserves a raise. Bernie Scanlon presents Hine as the best of the best - he follows my jobs through every department so that I feel I am getting the best. Pleasant staff, knowledgeable and always willing to assist. Quality product. They do one large project for us a year. They do a great job with it. Our production process is familiar & smooth - a - no - brainer. Responsiveness and overall service. Again, Ric Keysor. I can not stress enough how important his role is in my decision to use Edward Hine. I select Hine largely due to his professionalism, integrity, & expertise. I like their people from their president on down the line 12. Is there anything you particularly DISLIKE about doing business with Edward Hine Company? 2002 Yes 2002 No 1998 Yes 1998 No Responding 8 38 8 35 Percentage 17.39% 82.61% 18.6% 81.4% Comments: No particular dislike, but sometimes not price-competitive. Location - wish you were in Decatur or Bloomington Extremely non-competitive pricing, at least for our jobs. Print quality/color is not always consistent through press check and print run. Keeping in touch with my organization since Bud Witter left the company, I have no one contact me about projects. It has been up to me to find or contact you. Not at this time. I find everything is working out well I wish to send more work to your company (than others which I have to send it to because of price) But short runs on small size products won't compete. Unless you purchase smaller format equipment, I don't see this changing. Having to remove our work and sever our working relationship based on the bottom line Bids have not been competitive compared to other printers. Your pricing is on the high side - which eliminates Edward Hine from our bidding process.