RESULTS OF THE HOUSE OFFICE SUPPLY SERVICE CUSTOMER SATISFACTION SURVEY

RESULTS OF THE HOUSE OFFICE SUPPLY SERVICE

CUSTOMER SATISFACTION SURVEY

EXHIBIT 2

HOUSE OFFICE SUPPLY SERVICE CUSTOMER
SATISFACTION SURVEY QUESTIONNAIRE

Please Check The Applicable Box:

Leadership Office – Member Office – Committee Office – Subcommittee Office – House Officer Office –

Respondent’s Name (optional): Respondent’s Title:

Questions	Seldom If Ever under 25% of the time	Sometimes between 25% and 49% of the time	Often between 50% and 74% of the time	Very Often between 75% and 89% of the time	Always Or Almost Always between 90% and 100% of the time	Not Applicable
Overall, how satisfied are you with House Office Supply Service (OSS)?
Specifically, how satisfied are you with the following:
Selection of office supplies available?
Availability of office supplies?
Quality of office supplies?
Customer service?
Does your office experience delays in receipt of items ordered from OSS?
How frequently does your office obtain supplies from OSS?

Overall, how satisfied are you with special orders placed with OSS?
Specifically, how satisfied are you with the following:
Ease of placing special orders?
Quality of special orders?
Customer service?
Does your office experience delays in receipt of special order items from OSS?
Are special orders required due to:
A lack of availability in OSS of routinely used items?
Unique needs of your office?
One-time needs of your office?
How frequently does your office place special orders with OSS?

Questions	Seldom If Ever under 25% of the time	Sometimes between 25% and 49% of the time	Often between 50% and 74% of the time	Very Often between 75% and 89% of the time	Always Or Almost Always between 90% and 100% of the time	Not Applicable
How often does your office:
Receive incorrect orders?
Receive incomplete orders?
Receive items that were ordered by another office?
Have to return merchandise more than once before you receive what you ordered?
Place the same order because OSS cannot locate a record of a previously placed order?
Experience discrepancies with invoices for ordered items?

How satisfied are you with the Catalog of Stationery Items?
Does the Catalog provide you with a sufficient description of available office supplies?
Is the Catalog easy to use?
Are you aware of the automated version of the catalog? (Please check the appropriate box.)	Yes –	No –
How satisfied are you with the automated version of the catalog?

Do you feel that you can get less expensive items of the same quality from other suppliers?

How often have you complained to OSS about their service?
Were you satisfied with the timeliness of the response to your complaint?
Were you satisfied with the resolution of your complaint?

Please record any comments or suggestions you may have for improving House Office Supply Service in the space below: