Customer Service Survey Q2 2017 Quality of Data

As you all know, data is our connection to a customer. The quality of our data determines our ability to efficiently identify customer solutions, especially in terms of product recommendations. You are all extremely resourceful front line for customers and rely on the accuracy and consistency of Medline data. Central Data is conducting this survey to help us evaluate your current data experiences and challenges in your daily jobs. your feedback is invaluable and will be used to target areas for data management improvement. We appreciate your time in completing the survey and look forward to incorporating your responses into future data solutions.
Name (optional): 


A red asterisk (*) indicates required questions.

  1. If a customer calls with a product question, what tools do you use in research? Please choose all that apply.*
    Medline.com
    Medline 360
    Physical catalogs/notes
    SAP
    Call Product Support for the division of the product
    Other


  1. If you have chosen "Other" as one of the responses to the question above, please specify what resources "other" represents.*


  1. What steps do you take when fielding a customer's product question?*


  1. On average, please rate the quality of the following data, 1=poor/ambiguous and 5=great/clear*

          1 2 3 4 5    
      Short descriptions (SAP, viewable in transactions like ZV62)   
      Extended descriptions (SAP, viewable in transactions like ZV62 or ZJM2)   
      Product images (Medline.com, The Source, Medline360, viewable as search results or in online catalog)   
      Product copy (Medline.com, Medline360 viewable as search results or in online catalog.)   
      Units of measure (SAP, hierarchy viewable in VA01/2/3, ZV62, ZJM2, MM03, Medline360 or Medline.com)   
      Dimensions (SAP, viewable in transactions like MM03, ZJM2, Medline.com or Medline360 or Medline.com)   


  1. On average, how often do you have to ask a customer to hold to call Product Support for clarity on a description of a product?*
    1-5 times per day
    1-5 times per week
    1-5 times per month
    Almost never


  1. What data is most challenging to your job? How does it prevent you from efficiently identifying a customer solution?*


  1. How often are you fielding Customer or Sales Rep feedback/complaints regarding Medline.com and/or data quality?*
    1-5 per day
    1-5 per week
    1-5 per month
    Almost never


  1. What do you do with the feedback/complaint after the customer/rep call has ended?*


  1. Do you have any division or product-specific feedback you would like to share as it relates to data quality?*


  1. What recommendations do you have for improving data quality at Medline?*





Training Department