PIDA Customer Satisfaction Survey Order Form

CUSTOMER SATISFACTION SURVEY ORDER FORM

Thank you for your interest in using the PIDA Customer Satisfaction Survey. We are confident you will find this service highly valuable in terms of ensuring that your operations meet or exceed your customers' expectations.

The purpose of this new PIDA offering is to enable members to quickly and easily survey their customers in order to determine the customers' levels of satisfaction and demographic make-up. This "survey package" concept will keep costs low for each individual member and will also result in a cross-member database that will allow for industry-wide analysis of customer satisfaction performance and benchmark comparisons against industry peers.

This survey is being conducted by Industry Insights (II), an independent research firm. Your company's completed surveys will go directly to them - neither PIDA nor any other company or organization will ever see your survey results. Only aggregated results will be reported by Industry Insights to PIDA and participating companies.

Please read on for more details and to order your survey package...

Reasons to Use the PIDA Customer Satisfaction Survey Package

Ease of use
Most firms realize the importance of conducting customer satisfaction research, but many do not have the time or expertise to conduct the research themselves. Utilizing the PIDA Customer Satisfaction Survey Package provides invaluable feedback with very little effort on the part of your firm.

Professionally designed survey based on input from PIDA members
The survey instrument used for this project was designed by a professional research firm, working in close conjunction with PIDA staff and members. The instrument was designed to be simple, quick and easy to fill out, while at the same time capturing information that is highly valuable and specifically geared toward pet industry distributors. In essence, the survey was designed by pet industry distributors for pet industry distributors.

Cost savings
In order to obtain this type of information on your own, your firm could pay an outside consultant thousands of dollars to design a questionnaire, collect the responses, input and analyze the data, and compile a final report. However, the economies of scale achieved through the use of this survey package by many member firms will result in dramatic cost savings to each individual firm.

Industry-wide performance benchmarks
Even if your firm decided to conduct a customer satisfaction survey on your own, you would not have access to the systematic and consistent nationwide database of ratings that will result from many PIDA members all using the same survey package. Through the utilization of the PIDA package, your firm will be able to benchmark its customer satisfaction performance against its industry peers.

Showing the customers that your firm cares about their needs
A valuable side benefit of surveying ones customers is that it demonstrates to them that you are concerned about their needs and opinions. When your customer sees that you have gone to the trouble of preparing a professionally designed questionnaire, it conveys to them that you are serious about their satisfaction.

Improved customer satisfaction
Clearly, the most important benefit achieved by conducting customer satisfaction research is the potential for improving relationships with customers. The final report that you will receive upon completion of your PIDA Customer Satisfaction Survey will provide clear, concise and actionable information regarding areas where customer satisfaction performance is strong, as well as possible areas for improvement.

Ability to track changes over time
Because the cost of each PIDA Customer Satisfaction Survey Package is low, PIDA members who use the package can take action based on their initial surveys results, then track changes in their customers satisfaction over time by utilizing the survey package in subsequent years.

How the Process Works

The survey process has been designed to be very easy for members to administer...

Step 1	XYZ Pet Supply Co., a hypothetical PIDA member, fills out and submits this online order form and mails payment to Industry Insights (II).
Step 2	Upon receipt of payment, II prints and ships questionnaires and postage-paid return envelopes to XYZ Pet Supply Co. (in quantities based on the information submitted on the order form).
Step 3	XYZ Pet Supply Co. distributes its forms and the Industry Insights business reply envelopes to its customers, either via mail or its sales force. (Mail delivery is the preferred method.) XYZ Pet Supply Co.'s work is now essentially done.
Step 4	Customers fill out their questionnaires and mail them directly to Industry Insights in the postage-paid business reply envelopes.
Step 5	II enters the questionnaire data, checks the data, compiles the results and creates the final report. The report is e-mailed to the member as a pdf file.

What Your Report Will Contain

The report you receive will contain the following...

Foreword describing the survey process and explaining the reports organization

Executive Summary presenting a top-level summary of your survey results via graphs and charts

Detailed Data Tables displaying your survey results in tables and showing the data by various respondent aggregations, such as products carried, percent of products purchased from your firm, annual sales volume, other distributors used and whether your firm is considered the primary distributor, so the responses for these varying groups can be compared and contrasted. (If desired, additional data aggregations based on sales representative, branch location and importance of account can be added for an additional fee. See order form below for details.)

Industry-wide Comparative Data Tables from all PIDA members participating in this project, displayed by sales volume and PIDA regions to allow you to compare your results with your peers in the industry.*

* Industry comparative data will be available once a sufficient number of members have utilized the survey package.

Package Fees

The fees for conducting the PIDA customer satisfaction survey are shown below. The Regular Cost column lists Industry Insights standard pricing. However, because PIDA believes this new member service will be such a valuable tool for the industry, as an exclusive PIDA member benefit, PIDA will pay one-half the cost of conducting your survey, a savings of up to $997.50!

The listed fees are all-inclusive. For this fee, your firm will receive:

	Customizing of questionnaires with firm's name and logo
	Sample cover letter to distribute with forms
	Printing and shipping of questionnaires
	Return envelopes and postage for the completed questionnaires that come back to II
	Data entry of completed questionnaires
	Compilation of an individual firm report with industry comparatives (once industry comparatives are available)
	E-mailing of the final report in pdf format
	A pdf copy of the industry report (once industry comparatives are available)

Number of Forms Ordered	Regular Cost	PIDA Member Cost*
200	$895.00	$447.50
400	$1,195.00	$597.50
600	$1,495.00	$747.50
800	$1,795.00	$897.50
1,000*	$1,995.00	$997.50

* If you require more than 1,000 forms, contact Industry Insights for pricing.

Samples

Follow the links below to view various samples.

Click here to view a sample copy of the questionnaire.*

Click here to view a sample report.*

NOTE: A great deal of work went into the design of this questionnaire and the subsequent report, including input from actual PIDA firms. The questionnaire is copyrighted and is shown only to allow members to review it as part of their decision whether to purchase this package. It may NOT be used to conduct your own survey.

* In order to view the questionnaire and report, you must have Adobe Acrobat Reader.

Questions?

Please address any general questions you may have regarding this valuable new member service to Steven King, CAE, President, Pet Industry Distributors Association (PIDA) (email steve@ksgroup.org), 443-640-1060 ext. 101.

Please address any questions you may have regarding the online order form, the processing of questionnaires, the survey methodology or the distribution of questionnaires to Steve Kretzer of Industry Insights (email skretzer@indins.com), 614-389-2100 ext. 106.

Order Form

If you wish to utilize this valuable member service, please fill out the order form below by supplying all requested information. The information you submit will allow Industry Insights to provide you with the correct number of questionnaires. It will also be used to show detailed aggregations of the survey data, thus allowing you to compare your company against similar companies, as described above.

Contact Person

Name of Company
(as it will appear on the survey forms)

Phone Number

E-mail Address

Shipping Address (where your questionnaires should be sent - No P.O. Boxes)

Address

City

State/Province (Postal Abbreviation)

Zip/Postal Code

Country (if non-US)

In which geographic region is your company located?

What was your firm's total sales volume in the latest completed fiscal year?

How many customers do you plan to survey (i.e., how many survey forms do you need)?

How many total customers do you have? (Used to calculate margin of error for survey results)
customers

Do you wish to include your company logo on your questionnaires? Yes No
(If "yes," please e-mail an electronic version of your logo as an attachment to Steve Kretzer at skretzer@indins.com.)

If you do not wish to add additional data aggregations to your report, scroll to the bottom of this form and click "Submit Order"

Additional Data Aggregations

As mentioned above, the standard survey report will allow you to examine your survey results by the responding stores'...

products carried

percent of products purchased from your firm

annual sales volume

other distributors used

whether your firm is considered the primary distributor

However, some members may wish to analyze their survey results by specific sales representatives, by branch or by the "importance" of the account. If your firm wishes to add one or more of these optional data aggregations, please fill out the appropriate section(s) below.

If you choose one or more of the following options, your survey forms will be discretely pre-coded and it will be up to you to ensure that the forms are distributed correctly. If you choose multiple categories below, please contact Industry Insights to discuss the pre-coding plan.

Do you wish to have your questionnaires divided into groups based on your firm's sales representatives?
Additional Fee: $350
Yes No

If yes...		Number of Forms to Be Pre-coded	Name of Sales Rep
	How many forms do you need pre-coded for distribution for Sales Rep 1?	forms
	How many forms do you need pre-coded for distribution for Sales Rep 2?	forms
	How many forms do you need pre-coded for distribution for Sales Rep 3?	forms
	How many forms do you need pre-coded for distribution for Sales Rep 4?	forms
	How many forms do you need pre-coded for distribution for Sales Rep 5?	forms
	How many forms do you need pre-coded for distribution for Sales Rep 6?	forms
	How many forms do you need pre-coded for distribution for Sales Rep 7?	forms
	How many forms do you need pre-coded for distribution for Sales Rep 8?	forms
	How many forms do you need pre-coded for distribution for Sales Rep 9?	forms
	How many forms do you need pre-coded for distribution for Sales Rep 10?	forms
	Total number of forms (Cannot exceed total forms ordered above: 200, 400, 600, 800 or 1,000)	forms

Do you wish to have your questionnaires divided into groups based on your firm's branches?
Additional Fee: $200
Yes No/Don't have branches

If yes...		Number of Forms to Be Pre-coded	Name of Branch
	How many forms do you need pre-coded for distribution to Branch 1?	forms
	How many forms do you need pre-coded for distribution to Branch 2?	forms
	How many forms do you need pre-coded for distribution to Branch 3?	forms
	How many forms do you need pre-coded for distribution to Branch 4?	forms
	How many forms do you need pre-coded for distribution to Branch 5?	forms
	How many forms do you need pre-coded for distribution to Branch 6?	forms
	Total number of forms (Cannot exceed total forms ordered above: 200, 400, 600, 800 or 1,000)	forms

Do you wish to have your questionnaires divided into three groups based on the size/importance of your customers? Additional Fee: $100
Yes No


If yes...
A	How many forms do you need pre-coded for distribution to your MOST IMPORTANT CUSTOMERS?	forms
B	How many forms do you need pre-coded for distribution to your MID-LEVEL CUSTOMERS?	forms
C	How many forms do you need pre-coded for distribution to your SMALLER CUSTOMERS?	forms
	Total number of forms A+B+C (Cannot exceed total forms ordered above: 200, 400, 600, 800 or 1,000)	forms

Thank you for your order.
Please send your check made payable to Industry Insights to:

Industry Insights, Inc.
attn: PIDA CSS
6235 Emerald Parkway
Dublin, OH 43016

IMPORTANT: Please print a copy of your order form for your records before submitting it.

To send your completed order form to Industry Insights, press "Submit Order" below.

2009 PIDA and Industry Insights, Inc.