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Docket No. R2001-1
-
OBJECTION OF THE UNITED STATES POSTAL SERVICE TO
THE OFFICE OF THE CONSUMER ADVOCATE’S INTERROGATORIES
OCAAJSPS-51-57
and JOINT MOTION FOR PROTECTWE CONDITIONS
(October 15,200l)
In accordance
and Procedure,
with Rules 25 and 26 of the Commission’s
Rules of Practice
the Postal Service hereby objects to interrogatories
OCAAJSPS-
51-52, 54-57 filed on October 5, 2001. The Postal Service also partially objects
to OCA/USPSQ3.
interrogatories
overbroad,
constitute
The main grounds for the objections are that the
request information that is irrelevant, commercially
burdensome
and privileged’.
a “fishing expedition”
sensitive,
As a body, these interrogatories
into important and sensitive research conducted
in the ordinary course of postal business, and not offered in support of any
proposal under consideration
Some of the requested
because of its commercially
in this proceeding.
information in Interrogatory
sensitive nature, it should not be provided unless it is
subject to the standard protective conditions.
requests that the Commission
53 is relevant but
The Postal Service hereby
establish protective conditions
to govern the
provision of the data. OCA counsel joins in the motion for protective conditions
as set forth in the Presiding Officer’s Ruling Granting Joint Motion issued on
October 12, 2001.
I.
Preliminary
--
Statement
Interrogatories
51-57 request a variety of studies and surveys that
measure customer or employee opinions on a number of topics.
The specific
objections are listed below. As discussed further below, the Postal Service is
willing to provide part of the survey information
responsive
to Interrogatory
53
under protective conditions.
The undersigned
counsel has discussed
Interrogatory
and motion for protective order with OCA counsel.
53, the objection,
The Postal Service has
informed OCA counsel that it does not oppose providing the national survey
results from FY2000 and 2001 about specific classes of mail.as long as the
information
undersigned
is subject to protective conditions.
OCA counsel has authorized
to make a joint motion for protective conditions,
reserves the right to seek additional information
the
however, she
upon review of the survey forms.
Moreover, OCA Counsel has agreed that the results may be provided at the
national level and for the FY 2000 and 2001.
’ The Postal Service has not reviewed all reports that might be responsive because of the undue
burden, as noted in its objection. The Postal Service reserves the right to raise a privilege
objection, if appropriate.
II.
Specific
Objections
--
ocNusPs-51
This interrogatory
references
an AP report on the results of a survey of
Northern Virginia residents, rating their experience
with the Postal Service.
The
survey was reported as having begun in 1992. The report also stated that
Northern Virginia received the highest rating of 85 districts surveyed.
interrogatory
asks for “copies and any available summaries
districts surveyed from 1992 to the present.“
OCAAJSPS-7,
of the survey for all
The survey responsive
request is the Residential Customer Satisfaction
The
to this
Survey which was sought in by
except that the OCA now seeks results dating back as far as
1992.
As we noted in our partial objection to OCA&JSPS-7
of the questions in the Residential
class of mail; accordingly,
(Oct. 9, 2001)
Survey seeks customer input about a specific
none of the results are relevant to a proceeding
39 U.S.C. 59 3622 and 3623.
none
Even if the responses
under
did relate to specific
classes, the individual results from 85 different districts would not be relevant to
the Commission’s
evaluation
of the overall value of service provided a particular
class or service, on a system-wide
basis.
In any event, survey results of this type must be considered
sensitive.
commercially
As the Postal Service noted in its objection to OCMJSPS-7,
of the Postal Service’s survey of customers
release
to its private sector competitors
would provide them, at no cost, with a valuable analysis of the market in which
they compete for business with many postal products and services.
information
could enable competitors
to identify USPS strength and weaknesses.
In partial response to OCAAJSPS-7,
release limited information
where the information
conditions
is class- or service-specific,
Motion, for protective conditions.
Interrogatory
subject to protective
Presiding Officers
(October 12,200l.)
Survey,
Ruling Granting Joint
However, it must be noted
being provided is limited to FYOO and FYOl , only.
OCWUSPS
51 is irrelevant and overbroad,
survey results (class-specific
its interrogatory
the Postal Service has agreed to-
from its Business Customer Satisfaction
granted by the Commission.
that the information
Such
OCNUSPS-7,
or’otherwise
insofar as it seeks any
) dating all the way back to 1992. In
the OCA more reasonably
limited the scope of its
request to survey forms and results for FYOO and 01. Even assuming its
relevance, information
of this type, dating back beyond FYOO, would not be
current enough to be probative of any issue before the Commission
in this
omnibus rate proceeding.
OCNUSPS-52
This interrogatory
asks for studies and surveys “related to the
measurement,
review, and/or evaluation of the quality of Postal Service products
and services”
produced
since 1990, whether the work was performed
by the
Postal Service or some outside source.
Once again, the interrogatory
encompasses
is irrelevant to the extent that it
survey material not related to specific classes or types of mail
services, or surveys not conducted
at national, system-wide
level.
To the extent
that system-wide,
class-specific
information does exist, identification,
retrieval
and provision of such information would place an undue and unjustifiable
burden
on the Postal Service, as explained below.
--
In addition, the Postal Service would consider any survey results
encompassed
protection,
by OCANSPS-52
to be commercially
sensitive and worthy of
for the reasons stated with respect to OCAAJSPS-51,
Finally, it should be noted that this interrogatory
OCAAJSPS-51,
above.
is even broader than
seeking survey results dating all the way back to 1990.
Certainly, to this extent, the interrogatory
above, information
is overbroad
and irrelevant.
As noted
of this type, dating back beyond FYOO, would not be
sufficiently current to aid the Commission
in the performance
of its statutory
duties.
OCA/USPSB3
Interrogatory
measurement,
53 asks for studies and surveys “related to the
review, and/or evaluation of consumer satisfaction
with Postal
Service products and services”, produced since 1990, whether the work was
performed
by the Postal Service or some outside source.
It appears likely that there is substantial overlap between
sought in this interrogatory
interrogatory
is objectionable
information
and OCAAJSPS-7 and -51. In any event, this
on the same bases as those interrogatories.
Insofar that it requests information that is neither class-or service-specific,
aggregated
to the national, system-wide
level, it.is irrelevant..
nor
As such, it seeks
information
not within the scope of the Commission’s
proceeding.
inquiry in this omnibus rate
Except for the information that the Postal Service is willing to
provide under protective condition, there is other possibly responsive
information
that should not be released because it would place an undue and unjustifiable
burden on postal resources, as explained below.
Again, the Postal Service considers this kind of feedback from its
customers
regarding their satisfaction with the service it provides to be
commercially
sensitive.
Postal management
needs to be able to communicate
freely and frankly with the mailing public in this way, without running the risk of
exposing its strengths and vulnerabilities
This interrogatory
and so is objectionable
OCAIUSPS-52,
to its competitors.
also seeks information
dating all the way back to 1990,
as overbroad and irrelevant on the same basis as
above.
Notwithstanding
the foregoing, the Postal Service has two telephone
surveys that it conducts of its National and Premier Accounts, the highest volume
mailers.
(Attached are the telephone scripts for these two surveys.) Only a few
of the questions on these surveys request information
experiences
about customers’
with specific classes of mail. For both surveys, see Questions
m, and o; 12 a-h, 13 a-h, 14 a-h, and 15 a-h.
1 k, I,
The rests of the questions are not
class specific and therefore their results are irrelevant.
Furthermore,
the Postal
Service objects to the general release of the results on the ground that they are
commercially
sensitive for the reasons stated above.
While the Postal Service is willing to provide the business survey results
for Questions
1 k, I, m, and o; 12 a-h, 13 a-h, 14 a-h, and 15 a-h, subject to
protective conditions,
for a determination
it does not concede the probative value of the information
of the proposed
rates and fees.
ocA/usPs-54
This interrogatory
measurement,
asks for studies and surveys “related to the
review and/or evaluation of consumer preferences
and needs with
respect to existing or potential Postal Service products and services”, produced
since 1990. whether the work was performed
by the Postal Service or some
outside source.
This interrogatory
is plainly~ objectionable,
sensitive and irrelevant information.
as seeking commercially
To begin with, “consumer
preferences
and
needs with respect to . . . potential Postal Service products and services” are
clearly not within the scope of issues appropriately
omnibus rate proceeding.
before the Commission
in this
Customer “wishlists” of future postal products are
simply not relevant here, whether current, or dating all the way back to 1990.
Of even greater concern, however, is the highly proprietary
information sought.
consumers
nature of the
Obviously, the Postal Service needs to be able to survey
in this way, whether it is evaluating the need for changes or
enhancements
to existing products and services, or considering
of new ones. Market research studies of this kind can encompass
the introduction
highly
sensitive topics such as market share positioning or product development
strategies.
It stands to reason that the competition
would covet access to such
research, and the insight into postal decisionmaking
that it could provide.
The
Postal Service’s ability to obtain customer responses could also be seriously
impaired, should it become known that customer-specific
subsequently
be disclosed in future Commission
information
proceedings.
might --
Accordingly,
the
Postal Services objects to providing any of the information sought in OCAAJSPS54.
It is also worth noting that information of this kind would not be relevant to
an evaluation of the overall value of service provided a particular class or service,
unless it were aggregated
to the national level. The identification,
retrieval and
provision of any such arguably relevant material would place an undue and
unjustifiable
burden on the Postal Service, as explained below.
OCAAJSPS-55
This interrogatory
measurement,
customers
review, and/or evaluation of window service furnished to
at Postal Service retail facilities”, produced since 1990, whether the
work was performed
by the Postal Service or some outside source.
This interrogatory
information
asks for studies and surveys “related to the
is irrelevant and overbroad,
because it asks for
that can not be tied back to any specific class or type of mail service,
but rather focuses on the window service portion of the Postal Service’s
operations,
which involve a multitude of different products and services.
For this
reason, and because it seeks noncurrent information dating back as far as 1990,
the interrogatory
commercially
is not germane to this proceeding.
sensitive for the reasons stated above.
Also the information
is
OCAAJSPS-56
This interrogatory
measurement,
asks for studies and surveys
review, and/or evaluation of assistance
provided by Postal Service employees
to telephone
and contractors
“related to the
and/or information
--
to the public in response
inquiries”, produced since 1990, whether the work was performed
by the Postal Service or some outside source.
This interrogatory
appears to focus on any efforts the Postal Service may
have made to assess the quality of the telephone
assistance
customers,
dating all the way back to 1990. It is objectionable
overbroad,
and commercially
provided its
as irrelevant,
sensitive, on the same bases as OCAAJSPS-55.
OCAAJSPS-57
This interrogatory
measurement,
asks for studies and surveys
review, and/or evaluation of the delivery service provided by Rural
and City carriers to postal customers”,
This interrogatory
without time limit.
focuses on the city and rural carrier delivery service
portion of postal operations,
completely without reference to specific classes or
services, and is unlimited in its time frame.
commercially
“related to the
Again, it is irrelevant,
sensitive on the same bases as OCA/USPS-55
overbroad,
and
and 56.
BURDEN
In the objections to OCAAJSPS-52,
identification,
-53 and -54, it is noted that
retrieval and provision of any arguably relevant material falling
within the scope of those interrogatories
burden on postal resources.
would place an undue and unjustifiable
The Postal Service’s office of Market Intelligence
and Segmentation
conducted
a search of its records, and estimated that there
could be as many as 1 ,136 studies, just within its jurisdiction,
within the scope of the interrogatories.
containing
material
_-
It is estimated that copying and
reviewing each study could take an average of one hour or more. For one
thousand
studies, this would represent almost one-half of a workyear.
Performing a reasonable
emphasize
level of review would take far longer, and we
that such a review could well turn up information
privileged from disclosure,
management.
as exposing the deliberative
that would be
processes
of postal
At $2-$3 per report, copying costs could run between $2000 and
$3000, for one thousand
reports.
It would be entirely unreasonable
to impose
such a burden on the Postal Service, particularly at a time when resources are
strained to the limit providing responses
proposals under consideration
and information
relevant to the
in this omnibus rate proceeding.
The Postal Service also notes that some of these studies may have
privileged information
that can only be determined
by a review of the study. As
such the Postal Service reserves the right to make a privilege objection, if
appropriate.
Ill.
Motion for Protective
Conditions
The Postal Service and OCA respectfully
adopt protective conditions
request that the Commission
so that the results of Questions
a-d, and 28 a-d of attached surveys can be provided.
are necessary because of the commercial
1 i, j, and m; 9 a-h, 27
The protective conditions
sensitivity of the information.
Postal Service and OCA request that the Commission
The
adopt the conditions as set
forth in the Presiding Officers
Ruling Granting Joint Motion, issued on October
12,2601.
Respectfully
submitted,
UNITED STATES POSTAL SERVICE
By its attorneys:
Daniel J. Foucheaux, Jr.
Chief Counsel, Ratemaking
Attorney
CERTIFICATE
OF SERVICE
I hereby certify that I have this day served the foregoing document
participants
of record in this proceeding
in accordance
upon all
with section 12 of the Rules of
Practice.
.
J&z/k&Q
0
Nan K. McKenzie
475 L’Enfant Plaza West, S.W.
Washington, DC. 20260-l 137
NaTIONALACCOUNT
SURVEY
CRT
PINANCE.USP46923
F923
FIELD FINAL - OCTOBER 11, 1999
(Columns are "card/column")
THE GALLUP ORGANIZATION
AC1647
PROJECT REGISTRATION #120279
UNITED STATES POSTAL SERVICE
Business Customer Satisfaction
Index National
Accounts Study
Max Larsen/Linda
Keil/Syed
Ali
Stacey Richter
Brenda Sonksen, Specwriter
October,
1999
(APO2 2000)
n=330
X
APPROVED BY CLIENT
X
APPROVED BY PROJECT MANAGER
0
I.D.#:
(l-6)
**AREA CODE AND TELEPHONE NUMBER:
( l/32
-
l/41)
( 2/49
-
2/54)
**INTERVIEW TIME:
(CAUTION: We have
-w-w)
ONLY ONE OR TWO contacts
OTHEGALLUPORGANIZATION
for
this
10/15/01
BCS-NATIONALACCOUNTS
(If
no name in Vane" file,
Skip to nIntro
12")
INTRO fl
Hello,
may
(If CONTACT NAME in “Forie”
file,
ask:)
(When named
I speak to (name from Vane"
file)?
Hello,
this is
responc¶ent is reached, continue:)
, from The Gallup Organization.
We
are conducting
a survey for the U.S. Postal Service
to gather
information
that will
help them improve
their
service
to your business.
respondent
available
1
Yes,
2
Respondent available
at
another phone number -
-
(Skip
No longer works for this company/
Responsibilities
have changed/
Someone better
able to evaluate
satisfaction
- (Skip to 84)
5
Respondent
7
Busy/Out to lunch/Sick,
etc.
(Set time to call back)
8
9
(Soft refused)
(Hard refused)
"hard" or "2nd")
@THE
GALLUP ORGANUATION
(Skip
(Skip
S6a)
to 86)
(Skip
3
unknown
to
to R3)
-
to S2 on
( 5/12)
2
BCS - NATIONAL ACCOUNTS
10/15/01
IhYrRO#2
(If NO CONTACT NAME available,
ask:)
Hello,
may I
speak to the person
who is in charge
of your
mailing
operation?
(NOTE TO INTERVI~~RI
Talk to
the person best able to evaluate
satisfaction
with
USPS)
Rl.
1
Yes,
respondent
available
-
2
Respondent
number
-
3
No such person
5
Don't know if
such a person
7
Busy/Out to lunch/Sick,
etc.
(Set time to call back)
8
9
(Soft refused)
(Hard refused)
"hard"
or "2nd")
(Skip
available
at another
(Skip to R4)
exists
-
to R2)
phone
(Continue)
there is
- (Continue)
(Skip
-
to 52 on
( 5/12)
from
The
Gallup
This is,
We are conducting
a survey for the
Organization.
U.S. Postal Service to gather information
that will
help them improve their
service
to your business.
Is there anyone at this location
who would be able
to evaluate
your company's
satisfaction
with
the
Postal Service?
- (Skip
1
Yes
2
8
9
No
(DK)
(Refused)
@THE GALLUP ORGANLZATION
to R4)
(Thank and Terminate)
(Thank and Terminate)
(Thank and Terminate)
3
BCS - NATIONAL ACCOUNTS
( 5/14)
10/15/01
R2.
R3.
(When mail operations
person is reached, continuer)
The
Hello,
this is
from
Gallup
Organization.
We are conducting,
a survey for the
U.S. Postal Service to gather information
that will
help them improve their
service
to your business.
Would you be the best person at this
location
to
evaluate
your
company's
satisfaction
with
the
Postal Service?
1
Yes
-
2
No
8
9
(DK)
(Refused)
-
(Skip
(Continue)
~(Thank and Terminate)
(Thank and Terminate)
Who would be the best person
Service at this location?
(Verify
NAME:
(All
R4.
to R4)
What is
(Verify
(If
the Postal
spelling)
R3, Skip
in
(your/person's)
NAME:
to evaluate
( 5/15)
( S/16 -
5/45)
( S/16 -
5/45)
to 85)
name?
spelling)
code "1" in R2, Skip to S6a;
,Otherwise,
Skip to S5)
@THE GALLUPORGANIZATION
4
BCS-NATIONAL
ACCOUNTS
10/15/01
(There
s2.
(INTERVIEWER CODEr) What
refusal?
is
the
reason
01
02
03
04
05
Other (list)
(DK)
(Refused)
HOLD
HOLD
06
07
Too busy
Respondent does not want to do this
survey now or in.the
future
Respondent does not want to do survey
call back during another
this quarter;
field
period
No reason given/Hung
up
Corporate
refusal
against
company policy
to participate
08
09
10
s3.
HOLD
ia no Sl)
0
( 7/52)
( 7/53)
( 7/54)
for
(INTERVIEWER CODE:) Who refused?
1
2
Respondent
Receptionist/Other
(All
office
personnel
( 7/55)
in 83, Thank and Terminate)
@THEGALLUPORGANLZATION
5
BCS-NATIONAL Accom
10/15/01
s4.
Who has taken
over
(his/her/your)
01
Name given
02
OK)
03
(Refused)
04
(Not applicable/No
responsibilities)
-
NAME:
responsibilities?
(Thank and Terminate)
(Verify
one has taken these
- (Thank and Terminate)
spelling)
( 5/16
s5.
S6.
Can (he/she)
be reached
1
Yes
(Reset
2
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-
at this
(his/her)
to "Intro")
( 7/56)
telephone
01
yes, phone number given
(Reset to nConnectn)
02
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03
(Refused)
- (Reset
code as appropriate)
-
1
Yes
-
2
3
4
No
(DK)
(Refused)
@THE
GALLLIP
ORGANIZATION
number,
please?
-
(Thank and Terminate)
(INTERVIEWER READ:)
(name
5/45)
number?
(Continue)
May I have
S6a. Is this
telephone
-
to nIntron,
Just to verify
I
correct
company:
of
company from
(Skip
and
have
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reached
the
file)?
to 86~)
(Continue)
(Continue)
(Continue)
6
BCS - NATIONAL Accou~~
(
/
)
10/15/01
S6b.
(If
code "2",
location
part
"Fone" file)?
1
Yes
2
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screen,
the
8
-
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(name of parent
of
IS
this
company
from
ask:)
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on QSS
I have reached
then say, *I'm sorry,
wrong
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on QSS
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the wrong ccmpanyn)
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-
screen,
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reached
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1
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9
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and Tally
on
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then say,
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sorry,
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(Refused)
488 screen,
(Enter
the
wrong
zip
code?
zip
zip
( 8/61)
cox&mnyn)
code)
-
(Continue)
(Skip
to
(Skip
to 868)
S6e)
( 8/62)
code)
( 8/65 -
8/69)
(SUFWENT NOTE: Display:)
(Code from "Fone" file)
"Fone" file
zip code:
(Code frmn 86~)
Zip code given by respondent:
S6d.
(INTERVIEWER
display)
CODE:)
(On
same
screen
1
Yes, first
3 digits
of both
zip codes are the same
2
No, first
3 digits
zip codes are not
@THE GALLUP ORGANIZATION
with
of both
the same
7
BCS- NATIONAL ACCOUNTS
eurvent
( 8/63)
10/15/01
code "1"
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code
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or
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in
from
1
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2
8
9
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code
or
located
87)
in
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(city
in
866,
and state
Read" before
87)
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Terminate
and Tally
on QSS screen
and continue
with
"Read")
"8" or "9"
code "2".
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before
to wInterviewer
(Refused)
INTERVIEWER
in 868,
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Is this
company
"FoPen file)?
asks)
(If
to
READ:)
( 8/64)
in 86e,
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sorry,
I
have reached
the wrong
location.
(INTERVIEWER
s7.
RERD:)
This
survey
covers
all
types
of
mail
sends
and
your
company
receives.
Gallup
will
prepare
reports
for the Postal Service
that
show group totals
from all
survey
respondents.
Your
individual
answers
will
be
kept
strictly
confidential.
Does your company have mailing
than one location?
1
Yes
2
No
8
(DK)
(Refused)
9
operations
in
more
(Continue)
-
(Skip
@T~GAUUP ORGANQATION
to
#l)
(Thank and Tednate)
(Thank and Terminate)
8
BCS- h'ATlONALAccoUNTS
( 8152)
10/15/01
S8.
Are
YOU
satisfaction
l-3)?
1
2
3
8
9
1.
able
with
your
Service
evaluate
to
the U.S. Postal
company ' s
in (read
(Continue)
This location
only
This location
and some other
company locations,
OR
All company locations
(Continue)
(Continue)
(Thank and Terminate)
(Thank and Terminate)
(DK)
(Refused)
( 5/53)
Thinking
about the service
your business
received
Service
in the PAST THIRTY
from the U.S. Postal
DAYS, how would you rate the U.S. Postal Service on
Would you say (read 5-l)?
(read and rotate-A-O)?
Excellent
Very good
Good
Fair,
OR
Poor
(Not applicable)
(DK)
(Refused)
A.
B.
C.
D.
E.
Providing
products
and
needs of your business
services
Providing
products
and
good value for the price
services
Having rules
understand
Keeping you
regulations
meet
the
( 9/12)
that
are
a
( 9/13)
and regulations
that
are easy to
( 9/U)
informed
The consistency
and
regulations
employees
@THE
GALLW ORGANEATION
to
of
changes
in
rules
and
( 9/15)
of
interpretation
Postal
by
U.S.
of
rules
Service
( 9/16)
9
BCS - NATIONAL ACCO~
10/15/01
(Continued:)
1.
( 9/17)
F.
The amount and complexity
G.
Having
employees
who are responsive
( 9/18)
H.
Having
courteous
and friendly
( 9/19)
I.
Having employees
meet your mailing
J.
K.
L.
M.
who go out
needs
employees
of
their
way to
( 9/20)
Having employees who are knowledgeable
U.S. Postal Service products
and services
about
( 9/21)
The length
of time it usually
takes
for a
First-Class
letter
mailed
in your local
area
to be delivered
in your local area
( 9/22)
The length,
of time it usually
takes
for a
First-Class
letter
mailed
in your local
area
to be delivered
in other parts of the country
( 9/23)
Mail
A within
Delivering
Standard
(If
asked,
expected
number of days?
Standard Mail A is advertising
mail
( 9/24)
N.
Delivery
0.
The security
of
mail will
remain
and loss
(There
of paperwork
of mail
( 9/25)
in good condition
First-Class
mail,
unopened and safe
that
from
your
theft
(U/12)
HOLD
is no #2)
@THE GALLUP ORGANIZATION
the
say:)
10
BCS-NATIONALACCOVNW
0
( g/279/28)
10/15/01
3.
4.
During the PAST THIRTY DAYS, have you experienced
Service
in processing
errors
by the U.S. Postal
money in your postage accounts? Would you say this
has happened (read l-4)?
1
2
3
4
Never
Once a week or less
Two to three times a week,
Nearly every day
7
8
9
(Not applicable)
OK)
(Refused)
5.
( 9/29)
Does your business
use a U.S.
Office box for receiving
mail?
1
2
8
9
OR
Postal
Service
Post
Yes
No
OK)
(Refused)
( 9/30)
For mail
received
at your company location,
how
rate
Postal
Service
on
would
the
U.S.
YOU
delivering
mail to the correct
address? Would you
say it is (read 5-l)?
(If code "1" in #4, say:)
Please
consider
mail
delivered
to your
street
address and your Post Office box.
5
4
3
2
1
Excellent
Very good
Good
Fair,
OR
Poor
7
8
9
(Not applicable)
(DK)
(Refused)
ORGANIZATION
BTHEGALLUP
( 9/31)
11
BCS-NATIONALACCOUNTS
10/15/01
6.
7.
mail
In the PAST THIRTY DAYS, have you received
intended
for a different
address?
(If code "1" in
#4, say:)
Please consider
mail delivered
to your
street
address and your Post Office box.
1
Yes
2
0
9
No
(DK)
(Refused)
(Continue)
(Skip
(Skip
(Skip
to #9)
to #9)
to t9)
( 9/32)
(If
code "1" in #6, ask:)
How often
has this
occurred
in the PAST THIRTY DAYS? Would you say
(read 2-4)?
2
3
4
(Not at all)
Once
Two or three times, OR
More than three times
8
9
(DK)
(Refused)
1
8.
-
( 9/33)
When mail was misdelivered
to this company location
was
in
the
PAST THIRTY DAYS, how much mail
delivexed
incorrectly
to your address? Would you
say (read l-4)?
1
2
3
4
One tray or less per day
Two to five trays per day
Six to ten trays per day, OR
More than ten trays per day
8
9
(DK)
(Refused)
@TmGwup
ORGANIZATION
( 9/34)
12
BCS-NA~ONALACCO~
10/15/01
9.
Which of the following
best describes
how mail
delivered
to this company location?
Is it (read
-3)? (ENTER ALL RESPONSES)
is
ll
1
2
3
8
9
Delivered
by a U.S. Postal Service
Picked up by one of your company's
employees,
OR
Delivered
by a courier
service you
pay to pick up your mail and deliver
it to your location
(
9/35)
(DK)
(Refused)
(If
code "2" or "3" in 19, Continuet
Otherwise,
Skip to "Note" before #lo)
9a.
Does your
company
Holdout Service?
1
2
9b.
use
3
Yes, Caller
Service
Yes, Firm Holdout
Service
(Both)
4
Neither
8
9
(DK)
(Refused)
-
(Skip
Caller
Service
or
Firm
(Continue)
(Continue)
(Continue)
to #9c)
(Continue)
(Continue)
(12/12)
"2",
"3",
man or n9n in #9a, ask:)
How many times
a day does your company usually
pick
up your mail at the Post Office
(includes
pick up
by courier
or company employees)?
(Open ended @
code actual number)
(If
98
99
code
"la,
(DK)
(Refused)
(12/13)
OTHEGALLUPORGANIZATION
13
BCS-NATIONALACCOLMS
(12/14)
10/15/01
9c.
In the PAST THIRTY DAYS, how would you rate the
U.S. Postal
Service
on consistency
of having
the
mail available
for pick up at the same time
each
day? Would you say it is (read 5-l)?
5
4
3
2
1
Excellent
Very good
Good
Fair
Poor
8
9
(DK)
(Refused)
(If
10.
( 9/37)
code "1"
Otherwise,
in W9, Continuei
Skip to #la)
about
mail
delivered
to this
company
Thinking
Service
carrier
during
location
by a U.S. Postal
the PAST THIRTY DAYS, how would you rate the U.S.
A-B)?
Would you
Postal Service on (read and rotate
say it is (read 5-l)?
5
4
3
2
1
Excellent
Very good
Good
Fair
Poor
8
9
(DK)
(Refused)
A.
Time
of
location
B.
day
mail
is
delivered
your
(11/20)
delivering
Consistency
of
location
within
a half hour
each day
@THEGALLuPORGANIZATION
to
of
mail
the
to
your
same time
14
BCS-NATIONALACCOUNTS
(11/21)
10/15/01
10a. During
receive
1
2
Before noon,
After noon
3
(Both/More
8
9
OK)
(Refused)
(There
12.
the PAST THIRTY
your mail at this
DAYS, did you typically
location
(read l-2)?
OR
than
one delivery)
(11/22)
is no 111)
During the PAST THIRTY DAYS, has your business made
substantial
use of the following
USPS products
and
either
directly
or through a vendor? How
services,
A-H,
then I)?
(NOTE: If
about
(read and rotate
respondent
says "very little"
or "not much",
code
as "2")
1
2
8
9
Yes
No
(DK)
(Refused)
A.
Express
B.
Priority
C.
Full-Rate,
First-Class
D.
Discounted
coded)
First-Class
E.
F.
G.
H.
@TmGwup
Mail
( 9/38)
Mail
( 9/39)
Mail
Mail
Standard
Mail
fourth-class)
(presorted,
magazines,
newspapers;
( 9/42)
A (e.g.,
advertising;
formerly
( 9/43)
B
(e.g.,
parcels;
formerly
( 9/44)
International
ORGANIZATION
bar( 9/41)
Periodicals
(e.g.,
formerly
second-class)
Standard
Mail
third-class)
( 9/40)
( 9/45)
15
BCS-NA~ONALACCOUNTS
10/15/01
12.
(Continued:)
I.
Some other
product
II.
(If code "1" in #12-I,
ask:)
service?
(Open ended) (Allow
Other (list)
UN
(Refused)
No/No other
HOLD
01
02
03
04
05
( 9/79)
or service
product
What product
or
three responses)
or service
1st
Resp:
( 9/46)
( 9/47)
2nd
Resp:
( 9/75)
( 9/76)
3rd
Resp:
( 9/77)
( 9/78)
code "2". "8" or -gn to ALL
in #12 A-N, end code "02", "03" or "04"
in #12-11, Skip to W161
Otherwise,
Continue)
(If
@THEGALLUP ORGANIZATION
16
BCS- NATIONAL ACCOUNTS
10/15/01
13.
(For each code "1" in #12 A-N,
and "Specific"
responsa
in #12-II,
ask:) Based on your company's
experience
in the PAST THIRTY DAYS, how would you
rate the performance
of (read snd rotate
A-13,
as
appropriate)?
Would you say (read 5-l)?
Excellent
Very good
Good
Fair,
OR
Poor
(DK)
(Refused)
A.
Express
B.
Priority
C.
Full-Rate,
D.
Discounted
coded)
E.
F.
G.
Mail
( 9/48)
Mail
( 9/49)
First-Class
First-Class
Mail
Standard
Mail
fourth-class)
(presorted,
bar( 9/51)
Periodicals
(e.g.,
formerly
second-class)
Standard Mail
third-class)
( 9/50)
Mail
magazines,
newspapers;
( 9/52)
A (e.g.,
advertising;
formerly
( 9/53)
B
(e.g.,
parcels;
formerly
( 9/54)
H.
International
Il.
("1st
Specificm
response
in #12-II)
( 9/56)
12.
("2nd
Specific"
response
in #12-II)
(10/70)
13.
("3rd
Specific"
response
in %12-II)
(10/71)
@THEGALLUPORGANUATION
( 9/55)
17
BCS-NA~ONALACCO~~~~
10/15/01
14.
each code
"1"
response
in #la-II,
months, do you intend
as appropriate)
(read
(For
More than
About the
twelve
Less than
#12 A-H,
or nSpecificm
In the next
twelve
ask:)
to use (read and rotate
A-13,
3-l)?
in
in the past twelve months
same as in the past
months, OR
in the past twelve months
(DK)
(Refused)
A.
Express
B.
Priority
C.
Full-Rate,
First-Class
D.
Discounted
coded)
First-Class
E.
F.
G.
Mail
( 9/57)
Mail
( 9/58)
Mail
Mail
Standard
Mail
fourth-class)
(presorted,
bar( 9/60)
Periodicals
(e.g.,
formerly
second-class)
Standard
Mail
third-class)
( 9/59)
magazines,
newspapers:
( 9/61)
A (e.g.,
advertising;
formerly
( 9/62)
B
(e.g.,
parcels;
formerly
( 9/63)
( 9/64)
H.
International
Il.
("1st
Specificn
response
in #12-II)
( 9/65)
12.
("2nd
Specificw
response
in #la-II)
(10/72)
13.
(“3rd
8pecificn
response
in #12-II)
(10/73)
@THEGALLUP ORGANIZATION
18
BCS - NATlONA‘ ACCOUNTS
10/15/01
15.
(For
each code "1" in #12 A, 8, F, G
Would you reconnnend (read and rotate
appropriate)
to your business associates?
1
9
Yes
No
(DK)
(Refused)
A.
Express
B.
Priority
2
8
ere no
(There
F.
G.
H.
askr)
as
( 9/66)
( 9/6-I)
Mail
HOLD
C-E)
Standard
Mail
third-class)
A (e.g.,
Standard
Mail
fourth-class)
advertising;
0.
(There
are no 12 and
( 9/71)
B
(e.g.,
parcels;
formerly
( 9/72)
( 9/73)
13)
Does the U.S. Postal
business
location?
1
Yes
2
8
No
-
(DK)
(Refused)
cmm GALLW ORGANIZATION
( 9/689/70)
formerly
International
is no 11)
9
H,
A-13,
Mail
(There
16.
or
Service
pick
up mail
HOLD
0
( 9/74)
HOLD
0
(10/7410/75)
at your
(Continue)
(Skip
(Skip
(Skip
to #19)
to t19)
to 119)
19
BCS - NATIONAL ACCOUNTS
(10/12)
10/15/01
17.
ia.
18a.
Thinking
about your
"1" in #16, ask:)
experiences
in the LAST THIRTY DAYS, how would you
of mail
rate the U.S. Postal Service on convenience
pick
up times
by the USPS from your business
location?
Would you say it is (read 5-l)?
(If
code
5
4
3
2
1
Excellent
Very good
Good
Fair, OR
Poor
a
9
(DKK)
(Refused)
(10/13)
How would you rate
the U.S. Postal
Service
on
reliability
of mail pick up times? Would you say it
is
(read 5;1)?
5
4
3
2
1
Excellent
Very good
Good
Fair
Poor
a
9
(DK)
(Refused)
How would you rate
number of pick up
5-l)?
5
4
3
2
1
Excellent
Very good
Good
Fair,
OR
Poor
a
9
(DK)
(Refused)
@TIQGALLSORGANIZATION
(10/14)
the
times
U.S. Postal Service
on the
? Would you say it is (read
(11/13)
20
BCS- NATIONAL ACCOUNTS
10/15/01
19.
Thinking
about the equipment
sacks) the U.S. Postal Service
LAST THIRTY DAYS, how would
Postal Service
on (read A-C)?
5-l)?
or supplies
(trays,
provided
you in the
you rate
the U.S.
Would you say (read
Excellent
Very good
Good
Fair, OR
Poor
(Not applicable)
(DK)
(Refused)
A.
B.
C.
20.
Knowledge
needs
or
understanding
of
equipment
(10/15)
Providing
you with the equipment
you need for preparing
mailings
Maintaining
Postal
working order
your
Service
and supplies
equipment
(10/16)
in
good
(10/17)
have you had
In the PAST THIRTY DAYS, how often
difficulty
obtaining
equipment or supplies
(trays,
sacks) you need for this business
location?
Would
you say (read l-4)?
1
2
3
4
Not at all
Once
Two or three times, OR
More than three times
7
a
9
(Not applicable)
(DK)
(Refused)
G~THEGALLUPORGANRATION
(lo/la)
21
BCS-NATIONALACCOUNTS
10/15/01
21.
22.
How would you rate the U.S. Postal
Service
on the
ease of contacting
someone who can answer your
questions?
Would you say (read 5-l)?
5
4
3
2
1
Excellent
Very good
Good
Fair,
OR
Poor
7
a
9
(Not applicable)
(DK)
(Refused)
(10/19)
Do you have regular
contact
the U.S. Postal Service?
1
Yes
-
2
a
9
No
(DK)
(Refused)
@THE GALLUP ORGANIZATION
with
one main person
at
(Continue)
(Skip
to
#26)
(Skip
(Skip
to #26)
to 126)
22
BCS - NATIONAL ACCOUNTS
(10/20)
10/15/01
23.
(If code "1" in t22, aekr)
necessary,
main r~rt;;;;6,(Open
your
What is the job title
ended and code)
01
02
03
04
05
Other (list)
(DK)
(Refused)
HOLD
HOLD
06
National
Account Manager or POStal
Account Manager
Account Representative
Facility
Manager
Postmaster
Customer Service Representative
Business Mail Entry Unit Supervisor
Business Service Network Representative
Business Mail Acceptance Clerk
Postal Carrier
Post Office Window Clerk
Sales specialist
07
08
09
10
11
12
13
14
15
16
of
(If
(10/21)
(All
in #23,
Skip to #26a)
(There are no #24 and #25)
(There
io no #25a)
@THE
GALLUP
ORGANIZATION
(10/22)
23
BCS - NATIONAL Accom’rs
HOLD
0
(10/2310/28)
HOLD
0
(U/14)
10/15/01
26.
How many different
are you in regular
code)
1
2
3
4
5
a
9
26a.
Service
employees
U.S. Postal
(Open ended and
contact
with?
None
TWO
Three
Four
Five or more
(DK)
(Refused)
(10/29)
Have you been in contact with your
Manager in the PAST THIRTY DAYS?
1
Yes
-
2
a
9
No
(DK)
(Refused)
CPTHE
GALLUP
ORGANQATION
National
Account
(Continue)
(Skip
(Skip
(Skip
to #27a)
to #27a)
to #27a)
24
BCS-NATIONALACCO~NT~
(11/30)
10/15/01
26b.
(If code "1" in
National
Account
How would you rate your
Manager on (read and rotate
A-F)?
#26a,
ask:)
Excellent
Very good
Good
Fair
Poor
(DK)
(Refused)
A.
B.
C.
D.
Understanding
business
Working
problems
to
the
mailing
of
your
(11/31)
find
solutions
to
your
mailing
(11/32)
Communicating
regulations,
your needs
to you
products
changes in
or services
E.
Speed of responding
F.
Treating
you like
USPS rules,
relevant
to
(11/33)
Bringing
you new ideas
your mailing
needs
@THE
GALLUP
ORGANIZATION
needs
about
to your
a valued
how to
handle
(11/34)
phone calls
customer
25
BCS - NATIONAL ACCOUNTS
(11/35)
(11/36)
10/15/01
26~.
26d.
(There
In the past thirty
days, how long did it
to get in touch with your National
average,
Manager? Was it (read
l-4)?
1
2
3
4
Less than two hours
Between two and four hours
Between four and eight hours,
Eight hours or more
7
a
9
(No contact
(DK)
(Refused)
in the past
thirty
take, on
Account
OR
days)
( 7/57)
How would you rate the overall
service
provided
by
your National
Account Manager? Would you say (5-1)?
5
4
3
2
1
Excellent
Very good
Good
Fair,
OR
Poor
6
7
(DK)
(Refused)
( 7158)
HOLD
is no 127)
@T~GWWORGAN~TION
26
BCS-NA~oNALACCOUNTS
0
(10/3010/31)
10/15/01
27a.
Have you been in contact with your Business Service
Network
Representative
in the PAST THIRTY DAYS?
[(If
necessary
nay:) The Business Service Network
to
is a system s;arted
by the U.S. Postal Service
get you information
and solutions
to problems
by
point-of-contact.]
(NOTE TO
providing
a single
INT.ERVIEWER: Customer Service Representative
is the
same as Business Service Network
Representative)
1
Yes
2
3
4
No
(Not familiar
with BSN)
(Respondent calls his/
her National
Account
Manager or Postal
Account Manager for
service problems
8
9
2lb.
-
(Continue)
(DK)
(Refused)
(Skip
(Skip
(Skip
to #28)
to t28)
(Skip
to #28)
(Skip
to %28)
to l28)
(12/17)
(If code "1" in #27a, ask:) How would you rate your
Business
Service
Network
Representative
on (read
(NOTE TO
and rotate A-G)? Would you say (read 5-l)?
INTERVIEWER: Customer Service Representative
is the
same as Business Service Network Representative)
5
4
3
2
1
Excellent
Very good
Good
Fair,
OR
Poor
8
9
(DK)
(Refused)
@THE
GALLUP
ORGANIZATION
21
BCS - NATIONAL ACCOUNTS
10/15/01
2lb.
27~.
(Continued:)
A.
Speed of responding
B.
Treating
C.
Professionalism
D.
Follow
E.
Accuracy
F.
Clarity
G.
Helpfulness
you like
through
to your phone calls
a valued
3
8
9
(12/19)
customer
(12/20)
on promised
(12/21)
action(s)
of information
(12/22)
(12/23)
of explanation
(12/24)
During the PAST THIRTY DAYS, do you feel
of time it took to answer your questions
your problems was (read l-3)?
1
2
(12/18)
the length
or resolve
Less
time
than you expected
About the amount of time you
expected,
OR
More time than you expected
(DK)
(Refused)
(12/25)
27d. How would you rate the overall
service
provided
by
your Business Service Network Representative
during
the PAST THIRTY DAYS? Would you say (read 5-l)?
Customer
service
INTERVIEWERI
(NOTE
To
Representative
is
the same as Business
Service
Network
Representative)
4
3
2
1
Excellent
Very good
Good
Fair,
OR
Poor
8
9
(DK)
(Refused)
5
(12/26)
28
BCS - NATIONAL ACCOUNTS
10/15/01
HOLD
(10/3210/41)
overall
Now,
I
am going
to
ask
YOU about
performance.
Thinking
about all
aspects
of U.S.
Postal
Service
performance
during
the PAST THIRTY
DAYS, how would you rate the service
your business
has received?
Would you say (read 5-l)?
28.
5
4
3
2
1
Excellent
Very good
Good
Fair,
OR
Poor
8
(DK)
(Refused)
9
(There
31.
0
(10/42)
HOLD
are no #29 and 830)
0
(10/4310/47)
During the PAST THIRTY DAYS, have you experienced
serious
problems with U.S. Postal Service products
or services?
Would you say (read l-4)?
1
Not at
2
3
4
Once
Two or three times,
OR
More than three times
8
9
(DK)
(Refused)
all
@THEGALLUPORGANLZ~TION
-
(Skip
to 833)
(Continue)
(Continue)
(Continue)
(Skip
to
(Skip
to #33)‘
#33)
29
BCS- NATIONAL ACCOUNTS
(10/48)
10/15/01
32.
(If code "2", "3" or q qa in #31, ask:) What serious
problems
have you had in the PAST THIRTY DAYS?
two responses)
(Open ended) (Allow
01
02
03
04
05
Other (list)
(DK)
(Refused)
HOLD
HOLD
1st
32a.
Did you contact
the postal
service
to discuss
(NOTE To INTERVIEWER: If more then
problem?
problem,
ask about the most recent one)
1
Yes
-
2
8
9
No
(DK)
(Refused)
@THE
GALLUP
ORGANIZATION
Resp:
(10/49)
(10/50)
2nd
Resp:
(10/51).
(10/52)
the
one
(Continue)
(Skip
(Skip
(Skip
to #32c)
W32c)
to W32c)
to
30
BCS- NA’ITONALACCOTJNTS
(U/37)
10/15/01
32b.
code "1" in #32a,
(Open ended and code)
(If
ask:)
Who did
you
01
02
03
04
05
Other (list)
(DK)
(Refused)
HOLD
HOLD
06
National
Account Manager or PoStal
Account Manager
Account Representative
Facility
Manager
Postmaster
Customer Service Representative
Business Mail Entry Unit SuperViSOr
Business Service Network Representative
Business Mail Acceptance Clerk
Postal Carrier
Post Office Window Clerk
07
08
09
10
11
12
13
14
15
contact?
(11/38)
(If
(U/39)
code "2". n3n or m4n in #3l, Continuer
Skip
to 133)
Otherwise,
32~. Would you like me to pass along what you have just
told me to the Postal
Service
and have a Postal
representative
call you about these problems?
1
2
8
9
33.
Do
1
2
8
9
Yes
No
(DK)
(Refused)
you prepare
(10/76)
or send mail
for
other
companies?
Yes
NO
(DK)
(Refused)
@THE GALLUPORGANIZATION
(10/53)
31
BCS-NATIONALACCOUN~-X
10/1.5/01
34.
35.
36.
Do you use a vendor
your company?
to
prepare
or
send mail
(Skip
(Skip
(Skip
to 836)
to W36)
to #36)
for
(Continue)
1
Yes
-
2
8
9
No
(DK)
(Refused)
code "1" in #34. ask:)
mail
is prepared
and/or
(read l-4)?
(If
1
2
3
4
0% to
26% to
51% to
76% to
8
9
(DK)
(Refused)
(10/54)
What percentage
of your
sent by vendors?
IS
it
25%
50%
75%, OR
100%
(10/55)
In which of the following
(read 06-10, then Ol)?
area
areas
01
02
03
04
05
OR, some other
(DK)
(Refused)
HOLD
HOLD
06
07
08
09
10
Logistics
Mailroom
Financial
operations
General office
administration
Sales and marketing
do you work?
Is
it
(list)
(10/56)
ORGANUATION
@THE
GALLUP
32
BCS - NATIONAL ACCOUWIX
(10/57)
10/15/01
37.
What is your
job
title?
(Open ended and code)
01
02
03
04
05
Other (list)
(DK)
(Refused)
HOLD
HOLD
06
07
08
09
Corporate
officer/Gwner
Mail operations
Financial
operations
Administrative/Clerical
(10/58)
38.
(10/59)
Please estimate
your company's yearly
expenditures
at this
location
on U.S. Postal
Service
products
(Open ended and code actual
amount)
and services?
(NOTE TO INTERVIEWER:
hter
ALL zerost for eXaI@e,
- enter nlOOOOOOn)
"100 thousand"
DK
RF
(DK)
(Refused)
(lo/60
- 10/68)
(There
irr no 139)
HOLD
0
(10/69)
(There
in
HOLD
0
(10/76)
no t39a)
@THEGALLUP
ORGANIZATION
33
BCS-NATIONALA~~~~~+~
10/15/01
(NOTE TO BURVENT:
Display:)
FONE FILE NAME:
(Code from
"Fone"
file)
(15/12
NEX'RESPONDENTNAME:
(Code from
- 15/36)
84)
( 5/16 -
40.
(INTERVIEWER CODE:) Who are you talking
1
2
to?
"Fone" file
name
New respondent
@THE GALLUP ORGANIZATION
5/45)
(U/72)
34
BCS- NATIONAL ACCOUNTS
10/15/01
41.
Let me verify
that
your name, company name and
address are (read information
from "Fone" file/S4)?
(ENTER ALL THAT ARE INCORRECT)
in
140,
[(If
code "1"
code
mFone "
file)/(if
display
from S4)1
NAME:
COMPANYNAME:
(misplay
from
"Fone"
ADDRESS:
(Display
from
"Fone"
file)
CITY:
(Display
from
"Fone"
file)
STATE:
(Display
from
"Fone"
file)
ZIP CODE: (Display
from
"Fone"
file)
PHONE NUMBER:
(Display
from
display
"2"
in
from
#40,
file)
nFonew file)
All information
correct
Name is incorrect
Company name is incorrect
Address is incorrect
City is incorrect
State is incorrect
Zip code is incorrect
Phone number is incorrect
(U/73)
(VALIDATE PHONE NUMBERAND THANK RESPONDENT)
IDTHE GALLUPORGANUATION
35
BCS-NATIONAL AccouNx
10/15/01
(INTERVIEWER READ:)
42.
Those are all the questions
I
for you. I really
appreciate
taking
the time to talk
with
This
is an ongoing
survey,
will
call you again in about
months.
COMMENTS
: (INTERVIEWER - Enter
have
your
me.
so I
three
any observations)
(U/74)
INTERVIEWER I.D.#
vkt\larsen\usps-bcs-national-ap02
@THE
GALLUP
ORGANIZATION
(11/75)
( 2/412/44)
2000-910
36
BCS-NA~ONALACCOUNTS
10/15/01
Premier Account Survey
CRT
FINhNCE.USP46924
F924
FIELD FINAL - OCTOBER 11, 1999
(Colunms are ncard/columuw)
THE GALLUP ORGANIZATION
AC1645
PROJECT REGISTRATION #120278
UNITED STATES POSTAL SERVICE
APPROVED BY CLIENT
X
APPROVED BY PROJECT MANAGER
X
Premier Business Customer Study
Max Larsen/Linda
Keil/Syed
Ali
Stacey Richter
Brenda Sonksen, Specwriter
n=l, 300
(APO2 2000)
October,
1999
I.D.#:
0
(l-6)
**AREA CODE AND TELEPHONE NUMBER:
( l/32
-
l/41)
( 2/49
-
2/54)
(15/12
-
15/36)
(19/12
- 19/46)
**INTERVIEW TIME:
**RESPONDENT:
**COMPANY:
(Code from
(Code from
“Fonen
nF~nen
(CAUTION: We have ONLY ONE contact
@THE
GALLUP
ORGANIZATION
file)
file)
for
this
company)
10/15/01
PR!MERBUSINESS
CUSTDMER
(If
no name in “Fone”
filer
Skip
to "Intro
#an)
m!m0#1
(If CONTACT NAMR in “Fone”
file,
ask:)
Hello,
may
I speak to (nw
from "Fone" file)?
(When named
respondePt
Hello,
this is
, from The Gallup Organization.
We
are conducting
a survey for the U.S. Postal Service
to gather
information
that will
help them improve
their
service
to your business.
1
Yes,
respondent
available
2
Respondent available
at
another phone number -
-
(Skip
to 86)
(Skip
3
No longer works for this company/
Responsibilities
have changed/
Someone better
able to evaluate
satisfaction
- (Skip to 84)
5
Respondent
7
Busy/Out to lunch/Sick,
etc.
(Set time to call back)
9
(Refused)
@THE
GALLUP
ORGANIZATION
unknown
-
(Skip
-
(Skip
to S6a)
to R3)
-
to S2)
( 5/12)
2
PREMI@RBUSLNESS
CUSTOMER
1W15/01
INTROWZ
(If NO CONTACT NAME available,
ask:) Hello,
may I
speak to the person
who is in charge
of your
(NOTE TO INTERVIEWER: Talk to
mailing
operation?
the person best able to evaluate
satisfaction
with
USPS)
Rl.
1
Yes,
respondent
2
Respondent
number
-
available
available
(Skip
to
at another
to RZ)
phone
R4)
3
No such person
5
Don't know if
such a person
7
Busy/Gut to lunch/Sick,
etc.
(Set time to call back)
9
(Refused)
-
exists
(Skip
-
-
(Continue)
there is
- (Continue)
-
(Thank and Terminate)
( 5/12)
The
Gallup
This is
from
Organization.
We are conducting
a survey for the
U.S. Postal Service to gather information
that will
help them improve their
service
to your business.
IS there anyone at this location
who would be able
to evaluate
your company's
satisfaction
with
the
Postal Service?
1
Yes
2
8
No
(DKIK)
9
- (Skip
(Refused)
@THEGALLUP ORGANIWTION
to R4)
(Thank and Terminate)
(Thank and Terminate)
(Thank and Terminate)
3
$‘REMIERBUSINESSCUS’KJMER
( 5/14)
10/15/01
R2.
R3.
(When mail operations
person
is reached. continue:)
from
The
Gallup
Hello,
this is
Organization.
We are conducting
a survey for the
U.S. Postal Service to gather information
that will
help them improve their
service
to your business.
Would you be the best person at this
location
to
with
the
evaluate
your
company's
satisfaction
Postal Service?
1
Yes
-
2
No
8
9
(DK)
(Refused)
-
(Skip
(Continue)
(Thank and Terminate)
(Thank and Terminate)
Who would be the best person
Service at this location?
NAME:
(Verify
(All
R4.
to R4)
What is
(Verify
(If
the Postal
spelling)
in R3, Skip
(your/person's)
NAME:
to evaluate
( 5/15)
( 5/16 -
5/45)
( 5/16
5/45)
to 85)
name?
spelling)
-
code "1" in R2, Skip to S6af
Otherwise,
Skip to 55)
THE. GALLUP
ORGANIZATION
4
PREMIERBUSLNE.%
CUSTOMER
10/15/01
s2.
0
HOLD
is no 81)
(There
(INTERVIEWER
c0DE:)
What
the
is
reason
( 7/50)
for
refusal?
01
Other
02
03
04
05
HOLD
HOLD
HOLD
06
07
08
09
10
(list)
(DK)
TOO busy
Respondent does not want to do this
survey now or in the future
Respondent does not want to do survey
call back during another
this quarter;
field
period
No reason given/Hung
up
Corporate
refusal
against
company policy
to participate
( 7/53)
S2a.
(INTERVIEWER
CODE:)
Describe
what happened.
(/
53.
( 7154)
)(
1)
(INTERVIEWER CODE:) Who refused?
1
2
Respondent
Receptionist/Other
(All
in
~THEGALLUP
ORGANIZATION
office
personnel
( 7/55)
83, Thaak and Terminate)
5
F’REMIERBUSINESSCUSTOMER
10/15/01
s4.
Who has taken
over
(his/her/your)
01
Name given
DK
RF
(DK)
(Refused)
NA
(Not applicable/No
responsibilities)
NAME:
responsibilities?
(Thank and Terminate)
(Thank and Terminate)
(Verify
one has taken these
- (Thank and Terminate)
spelling)
( 5/16
S5.
56.
Can (he/she)
be reached
1
Yes
(Reset
2
No
-
at this
telephone
May I have
to *Intro")
(his/her)
( 7/56)
telephone
01
Phone number given
DK
(DK)
RF
(Refused)
- (Reset
code as appropriate)
-
-
number,
(Reset
please?
to mConnectw)
(Thank and Terminate)
to mIntron,
and
S6a. Just to verify
I have reached the correct
is this (nenm of ccqmny from "Fone" file)?,
1
Yes
2
8
No
9
-
(DK)
(Refused)
@THE GALLW ORGANIZATION
5/45)
number?
(Continue)
-
-
(Skip
to
company,
86~)
(Continue)
(Continue)
(Continue)
6
PREMBR
BusINE.wCUSTOMER
( 8/60)
10/15/01
S6b. Has your company ever
from "Fonen file)?
1
Yes
2
8
No
9
S6b-1.
-
(If
corf@q
(Continue)
(Continue)
(Continue)
code
wan,
“6”
or
n9n in 86b,
ask:)
Is
(name of parent CCUSp~&!
from
1
Yes
2
No
8
(DK) - (Thank, Terminate
P Tally
QSS screen, and say, "I'm sorry,
I have reached the wrong conlpany.")
9
(Refused) - (Thank, Terminate
k Tally
QSS screen, and say, "1-m sorry,
I have reached the wrong c~nlpany.~~)
-
of
( 8/61)
location
part
"FoPen file)?
(Continue)
(Thank, Terminate
h Tally on
QSS screen, and say, n19n sorry,
I have reached the wrong company.")
-
What is your
zip
1
(Enter
8
(DK)
(Refused)
9
(name of
to tS6c)
(DK)
(Refused)
this
S6c.
(Skip
been called
zip
on
on
( 7/59)
code?
code)
-
(Continue)
(Skip
(Skip
to 86e)
to S6e)
( 8/62)
(suRVENT NOTE: Display:)
(Code from "Fone" file)
"Fone" file
zip code:
(Code from 86~)
Zip code given by respondent:
C~THEGALLUPORGANUATION
7
PREMIERB~~INE.SSCUSToMER
10/15/01
S6d.
(INTERVIEWER CODE:)
1
Yes, first
three digits
zip codes are the same
2
No, first
three digits
of both
zip codes are not the same
Skip
S6e.
(on same screen
display)
with
Survent
of both
( 8/63)
(If code "1" in 866,
to "Interviewer
Read" before
87)
(If
code n0n or n9n in S6c or code "2" in 866,
Is this
company located
in (city
and state
from "Fonen file)?
ask:)
-
(Skip
to "Interviewer
Read" before
Yes
2
No
screen,
(Thank,
Terminate
and Tally
and Continue with mInterviewer
on QSS
Read")
8
(DK) screen.
(Thank, Terminate
and Tally
and Continue with "Interviewer
on QSS
Read")
9
(Refused)
QSS screen,
Read")
(Thank, Tednate
and Continue
with
end Tally
on
"Interviewer
( 8/64)
or “9” in S6e.
I have reached
I'm sorry,
INTERVIEWER READ:)
location.
- (Terminate)
(If
87)
1
code
“an,
“8”
OTHEGALLUPORG~IZATION
8
the wrong
PREMIIZRBUSINESSCUSTOMER
10/15/01
(INTEFKCEWER READ:)
s7.
S8.
This
survey
covers
all
types
of
sends
and
mail
your
company
will
receives.
Gallup
prepare
reports
for the Postal Service
that
show group totals
from all
survey
individual
Your
respondents.
kept
strictly
answers
will
be
confidential.
Does your company have mailing
than one location?
1
Yes
2
No
8
9
(DK)
(Refused)
in
more
(Continue)
-
Are
YOU
satisfaction
l-3)?
(skip
able
with
to #l)
(Thank and Terminate)
(Thank and Terminate)
3
8
9
(DK)
(Refused)
@THEGALLW ORGANIZATION
your
Service
to
evaluate
the U.S. Postal
This location
only
This location
and some other
company locations,
OR
All company locations
1
2
operations
( 8/52)
company's
in (read
(Continue)
(Continue)
(Continue)
(Thank and Terminate)
(Thank and Terminate)
9
PRE&,I,?,R
BUXNRSSCUSrOMER
( 5/53)
10/15/01
1.
Thinking
about the service
your business
received
from the U.S. Postal
Service
in the PAST THIRTY
DAYS, how would you rate the,U.S.
Postal Service on
(read and rotate
A-O)?
Would you say (read 5-l)?
Excellent
Very good
Good
Fair,
OR
Poor
(Not applicable)
(DK)
(Refused)
A.
B.
C.
D.
E.
Providing
products
and
needs of your business
services
Providing
products
and
good value for the price
services
Having rules
understand
meet
the
( 9/12
that
are
a
( 9/13 )
and regulations
that
are
easy to
( 9/14 :)
Keeping you informed
regulations
The consistency
and
regulations
employees
to
of
changes
in
rules
and
( 9/15
of
by
interpretation
U.S.
Postal
of
rules
Service
( 9/16)
F.
The amount and complexity
G.
Having
employees
who are responsive
( 9/18)
H.
Having
courteous
and friendly
( 9/19)
I.
Having employees
meet your mailing
J.
of paperwork
employees
who go out
needs
of
their
Having employees who are knowledgeable
U.S. Postal Service products
and services
OTHEGALLUP ORGANIZATION
( 9/17)
10
PREMER BUSINESSCUSTOMER
way to
( 9/20 ')
about
( 9/21 ,)
10/15/01
(Continued:)
1.
K.
L.
M.
( 9/22)
The length
of time
it usually
takes
for a
First-Class
letter
mailed
in your local
area
to be delivered
in other parts of the country
( 9/23)
Delivering
expected
Standard
Standard
Wail
number of days?
Wail A is advertising
N.
Delivery
of mail
0.
The security
of First-Class
mail will
remain unopened
and loss
(There
3.
The length
of time it usually
takes
for a
First-Class
letter
mailed
in your local
area
to be delivered
in your local area
within
asked,
mail
A
(If
the
say:)
( 9/24)
( 9/25)
in good condition
mail,
that your
and safe from theft
(11/12)
HOLD
is no 12)
0
( 9/279/28)
During the PAST THIRTY DAYS, have you experienced
errors
by the U.S. Postal
Service
in processing
money in your postage accounts? Would you say this
has happened (read l-4)?
1
2
3
4
Never
Once a week or less
Two to three times a week,
Nearly every day
7
8
9
(Not applicable)
(DK)
(Refused)
ORGANIZATION
~T'THE
GALLUP
OR
( 9/29)
11
PREMIERBUSINESSCUSTOMER
10/15/01
4.
Does your business
use a U.S.
Office box for receiving
mail?
1
2
8
9
5.
6.
Postal
Service
Post
Yes
No
(DK)
(Refused)
( 9/30)
For mail
received
at your company location,
how
Service
on
Postal
the
U.S.
would
YOU rate
delivering
mail to the correct
address? Would you
5-l)?
(If code "1" in #4, say:)
say it is (read
consider
mail
delivered
to your
street
Please
address and your Post Office box.
5
4
3
2
1
Excellent
Very good
Good
Fair,
OR
Poor
7
8
9
(Not applicable)
(DK)
(Refused)
( 9/31)
mail
In the PAST THIRTY DAYS, have you received
intended
for a different
address?
(If code "1" in
Please consider
mail delivered
to your
#4, say:)
street
address and your Post Office box.
1
Yes
-
2
8
9
No
(DW
(Refused)
@THEGALLUP ORGANIZATION
(Continue)
(Skip
(Skip
(Skip
to #9)
to #I91
to #9)
12
PREMIERBUSINESSCUSTOMER
( 9/32)
10/15/01
7.
How often
has this
(If
code "1" in #6, ask:)
occurred
in the PAST THIRTY DAYS? Would you say
(read a-4)?
2
3
4
(Not at all)
Once
Two or three times, OR
More than three times
8
9
(DK)
(Refused)
1
8.
9.
( 9/33)
When mail was misdelivered
to this company location
was
the
PAST THIRTY DAYS, how much mail
in
delivered
incorrectly
to your address?
Would you
say (read l-4)?
1
2
3
4
One tray or less per day
TWO to five trays per day
Six to ten trays per day, OR
More than ten trays per day
8
9
(DK)
(Refused)
( 9/34)
Which of the following
best describes
how mail
delivered
to this company location?
Is it (read
3)?
(ENTER
ALL
RESPONSES)
-
is
ll
1
2
3
8
9
Delivered
by the U.S. Postal Service
Picked up by one of your company's
employees,
OR
Delivered
by a courier
service you pay
to pick up your mail and deliver
it
to your location
(
9/35)
(DK)
(Refused)
QTHE GALLUP ORGANIZATION
13
PREMIERBUSINESSCUSTOMER
10/15/01
(If code -2" or "3" in W9, Continuet
Otherwise,
Skip to "Note" before
#lo)
9a.
Does your
company
Holdout Service?
1
2
9b.
Yes,
Caller
use
Caller
3
4
Neither
8
9
(DK)
(Refused)
-
(Skip
or
Firm
(Continue)
Service
Yes, Firm Holdout
Service
(Both)
Service
(Continue)
(Continue)
to #9c)
(Continue)
(Continue)
(12/12)
(If code "1".
-an, "3",
"8" or "9" in #9a, ankr)
How many times
a day does your company usually
pick
up your mail at the Post Office
(includes
pick up
by courier
or company employees)?
(Open ended -and
code actual number)
98
99
(DK)
(Refused)
(12/13)
9c.
(12/14)
In the PAST THIRTY DAYS, how would you rate
the
Service
on consistency
of having
the
U.S. Postal
mail available
for pick up at the same time
each
day? Would you say it is (read 5-l)?
5
4
3
2
1
Excellent
Very good
Good
Fair
Poor
8
9
(DK)
(Refused)
@THE GALLUPORGANIZATION
( 9/37)
14
PREMIERBUSINESSCUSTOMER
10/15/01
(If
10.
in t9,
Skip
Continuei
to #12)
Thinking
about
mail
delivered
to this
company
location
by a U.S. Postal
Service
carrier
during
the PAST THIRTY DAYS, how would you rate the U.S.
Postal Service on (read 8nd rotate
A-B)?
Would you
say it is (read 5-l)?
5
4
3
2
1
Excellent
Very good
Good
Fair
Poor
(DK)
(Refused)
8
9
A.
B.
10a.
code "1"
Otherwise,
Time
of
location
2
3
8
9
(There
mail
is
delivered
the PAST THIRTY
your mail at this
to
your
(11/20)
delivering
Consistency
of
location
within
a half hour
each day
During
receive
1
day
mail
of the
to
your
same time
(11/21)
DAYS, did you typically
location
(read l-2)?
Before noon, OR
After noon
(Both/More than one delivery)
(DK)
(Refused)
(11/22)
i8 no 111)
@TIE GALLUP ORGANIZATION
15
&‘REMERBUSIN@SS
CUSlW.ER
10/15/01
12.
During the PAST THIRTY DAYS, has your business made
substantial
use of the following
USPS products
and
either
directly
or through a vendor? How
services,
about
(read and rotate
A-%,
then I).? (NOTE: If
respondent
says "very little"
or "not much".
code
1
2
8
9
Yes
No
A.
Express
B.
Priority
C.
Full-Rate,
First-Class
D.
Discounted
coded)
First-Class
E.
F.
G.
(DK)
(Refused)
( 9/38)
Mail
( 9/39)
Mail
Mail
Mail
Standard Mail
third-class)
magazines,
I.
Some other
GALLUP oRGANEAT,ON
@THE
bar-
newspapers;
( 9/42)
A (e.g.,
Standard
Mail
fourth-class)
International
(presorted,
( 9/41)
Periodicals
(e.g.,
formerly
second-class)
H.
( 9/40)
advertising;
formerly
( 9/43)
B
parcels;
(e.g.,
formerly
( 9/44)
( 9/45)
product
or service
16
PRRMIERBUSUTE.%CUSlDMER
( 9/79)
10/15/01
12.
(Continued:)
II.
(If code "1" in #12-I,
ask:)
What product
or
service?
(Open ended) (Allow three responses)
01
02
03
04
05
Other (list)
(DW
(Refused)
No/No other
HOLD
product
or service
1st
@THE GALLOPORGANIZATION
17
PREMIERBUSLNESS
CUSTOMER
Resp:
( 9/46)
( 9/47)
2nd
Resp:
( 9/75)
( 9/76)
3rd
Resp:
( 9/77)
( 9/78)
10/15/01
or “9” to ALL
in #12 A-%, and code "02", "03" Or "04"
in #12-II,
Skip to #16r
Otherwise,
Continue)
(If
13.
code
n2n,
q 8n
(For
each code "1" in #12 A-%, and "Specific"
response in #12-II,
ask:)
Based on your
YC
company's
emerience
P
experience
in the PAST
THIRTY DAYS, how would you
A-13,
as
rate the performance
of (read and rotate
appropriate)?
Would you say (read 5-l)?
Excellent
Very good
Good
Fair,
OR
Poor
(DK)
(Refused)
( 9/48)
A.
Express
B.
Priority
C.
Full-Rate,
First-Class
D.
Discounted
coded)
First-Class
E.
F.
Mail
( 9/49)
Mail
Mail
Mail
(presorted,
bar( 9/51)
magazines,
Periodicals
(e.g.,
formerly
second-class)
Standard
Mail
third-class)
( 9/50)
newspapers;
( 9/52)
A (e.a..
-
advertising;
formerly
( 9/53)
B
(e.g.,
parcels;
formerly
G.
Standard
Mail
fourth-class)
H.
International
Il.
("16t
Specific"
response
in #ia-II)
( 9/56)
12.
(“2nd
Specific"
response
in 112-11)
(10/70)
13.
("3rd
Specific"
response
in #12-II)
(10/71)
@T'THE
GALLUP
ORGANlWnON
( 9/54)
( 9/55)
18
PREMIERBUSINE.SS
CUSTOMER
10/15/01
14.
(For
each code "1"
response
in #12-11,
months, do you intend
as appropriate)
(read
in
A-Ii,
or nSpecificn
In the next
twelve
to use (read and rotate
A-13,
3-l)?
1
More than
About the
twelve
Less than
8
9
OK)
(Refused)
A.
Express
B.
Priority
C.
Full-Rate,
First-Class
D.
Discounted
coded)
First-Class
3
2
E.
F.
G.
#12
ask:)
in the past twelve months
same as in the past
months, OR
in the past twelve months
Mail
( 9/57)
Mail
( 9/58)
Mail
Mail
Standard
Mail
fourth-class)
(presorted,
bar( 9/60)
magazines,
Periodicals
(e.g.,
formerly
second-class)
Standard
Mail
third-class)
( 9/59)
newspapers;
( 9/61)
A (e.g.,
advertising;
formerly
( 9/62)
B
(e.g.,
parcels;
formerly
( 9/63)
I-l.
International
Il.
("let
Specific"
response
in #U-II)
( 9/65)
12.
("2nd
Specific"
response
in 112-11)
(lo/721
13.
("3rd
Specificn
response
in 1112-11)
(10/73)
~TT~GALLWORGANEATION
( 9/64)
19
PREMIER BUSINFSS CUSTOMER
10/15/01
15.
(For
each
code
response in #U-II,
and rotate
A-13,
associates?
1
2
8
9
Yes
No
(DK)
(Refused)
A.
Express
B.
Priority
(There
"1"
in
#la A-H, or nSpecificn
ask:)
Would you recommend (read
as appropriate)
to your bus=
Mail
( 9/66)
Mail
( 9/67)
are no C-E)
F.
G.
H.
HOLD
Standard
Mail
third-class)
A (e.g.,
Standard
Mail
fourth-class)
advertising;
0.
( 9/689/70)
formerly
( 9/71)
B
(e.g.,
parcels;
formerly
( 9/72)
International
( 9/73)
(There
is no 11)
HOLD
0
( 9/74)
(There
are no 12-13)
HOLD
0
(10/7410/75)
16.
Does the U.S. Postal
business
location?
1
Yes
-
2
8
9
No
(DK)
(Refused)
OT’THEGALLUP ORGANIZATION
Service
pick
up mail
at your
(Continue)
(Skip
to
(Skip
(Skip
to t19)
to #19)
t19)
20
PRPMER BUSINESSCUSKMER
(10/12)
10/15/01
17.
Thinking
about your
(If
code "1" in #16, aek:)
experiences
in the LAST THIRTY DAYS, how would you
rate the U.S. Postal Service on convenience
of mail
pick
up times
by the USPS from your business
location?
Would you say it is (read 5-l)?
5
4
3~
2
1
8
9
18.
Excellent
Very good
Good
Fair
Poor
(DK)
(Refused)
(10/13)
How would you rate
the U.S. Postal
Service
on
reliability
of mail pick up times?
Would you say it
is (read 5-l)?
5
4
3
2
1
Excellent
Very good
Good
Fair
Poor
8
9
(DK)
(Refused)
(10/14)
18a. How would you rate the U.S. Postal
Service
on the
number of pick up times ? Would you say it is M
5-l)?
5
4
3
2
1
Excellent
Very good
Good
Fair, OR
Poor
8
9
(DK)
(Refused)
(11/13)
21
PREMIER
BUSINESSCUSTOMER
10/15/01
19.
Thinking
about the equipment
sacks) the U.S. Postal Service
LAST THIRTY DAYS, how would
Postal
Service
on (read A-C)?
or supplies
(trays,
provided
you in the
you rate
the U.S.
Would you say (read
5-l)?
5
4
3
2
1
7
8
9,
(Not applicable)
(DK)
(Refused)
A.
Knowledge
needs
B.
C.
20.
.
Excellent
Very good
Good
Fair, OR
Poor
or
understanding
of
equipment
(10/15)
Providing
you with the equipment
you need for preparing
mailings
Maintaining
Postal
working order
your
Service
and supplies
equipment
(10/16)
in
good
( lO/ '17)
have you had
In the PAST THIRTY DAYS, how often
difficulty
obtaining
equipment or supplies
(trays,
sacks) you need for this business
location?
Would
you say (read l-4)?
1
2
3
4
Not at all
Once
Two or three times, OR
More than three times
7
8
9
(Not applicable)
(DK)
(Refused)
@T)THE
GALLWORGANIZATION
(10/18)
22
PRFMER
BUSLNESS
CUSTOMER
10/15/01
21.
22.
How would you rate the U.S. Postal
Service
on the
ease of contacting
someone who can answer your
questions?
Would you say (read S-l)?
5
4
3
2
1
Excellent
Very good
Good
Fair, OR
Poor
7
8
9
(Not applicable)
(DK)
(Refused)
(10/19)
you have regular
contact
the U.S. Postal Service?
Do
1
Yes
-
2
8
9
No
(DK)
(Refused)
@THEGALLW ORGANIZATION
with
one main person
at
(Continue)
(Skip
(Skip
(Skip
to
#26)
to W26)
to 126)
23
PREMIERBUSINESSCUSTOMER
(10/20)
10/15/01
23.
(If code "1" in #22, ask:)
your
main, rr;t;;E;6,(Open
necessary
the job title
ended and code)
What
is
02
03
04
05
Other (list)
(DK)
(Refused)
HOLD
HOLD
06
07
08
09
10
11
12
13
14
15
16
National
Account Manager
Account Representative
Facility
Manager
Postmaster
Customer Service Representative
Business Mail Entry Unit Supervisor
Business Service Network Representative
Business Mail Acceptance Clerk
Postal Carrier
Post Office Window Clerk
Sales specialist
01
in
(All
(There
are
(There
is
no
no
#24
and
W23, Skip
to
(10/21)
(10/22)
HOLD
0
(10/2310/28)
HOLD
0
(U/14)
l26a)
#25)
#25a)
OTHEGWUPORGANIZATION
of
(If
24
PREMIERBusINESSCUSTOMER
10/15/01
26.
26a.
How many different
are
you
in regular
code)
1
2
3
4
5
None
8
9
(DK)
(Refused)
U.S. Postal
contact
with?
Service
employees
(Open ended
TWO
Three
Four
Five or more
(10/29)
Have you been
in
contact
with
your
Representative
in the PAST THIRTY DAYS?
1
Yes
2
3
4
No
(DK)
(Refused)
C'TmGwup
and
-
ORGANIZATION
Account
(Continue)
(Skip
(Skip
to
to
#27a)
W27a)
(Skip
to
127a)
25
PREMIERBUSLNESSCUSTOMER
(11/30)
10/15/01
26b.
How would
(read
you rate
and rotate
your
Account
Representative
on
A-P’)?
Excellent
Very good
Good
Fair
Poor
(DK)
(Refused)
A.
B.
C.
D.
Understanding
business
Working
problems
to
the
mailing
needs
of
your
(11/31)
find
solutions
to
your
mailing
(11/32)
Communicating
regulations,
your needs
to you
products
changes in
or services
(11/33)
Bringing
you new ideas
your mailing
needs
E.
Speed of responding
F.
Treating
you like
USPS rules,
relevant
to
about
how to
(11/34)
to your phone calls
a valued
handle
customer
26
PRPM~ERBusINESSCUST~MER
(11/35)
(11/36)
10/15/01
26~.
26d.
(There
In the past thirty
days, how long did it
your
touch
with
average,
to
get
in
representative?
Was it (read l-4)?
1
2
3
4
Less than two hours
Between two and four hours
Between four and eight hours,
Eight hours or more
7
8
9
(No contact
(DK)
(Refused)
in the past
thirty
take, on
account
OR
days)
( 7/57)
How would you rate the overall
service
provided
by
your account representative?
Would you say (5-1)?
5
4
3
2
1
Excellent
Very good
Good
Fair,
OR
Poor
6
7
(DK)
(Refused)
( 7/58)
HOLD
is nc #27)
27
ORGANIZATION
@T)THE
GALLUP
PREMER
BUSINESS CUSTOMER
0
(10/3010/31)
10/15/01
27a.
Have you been in contact with your Business Service
Network
Representative
in the PAST THIRTY DAYS?
[(If
necessary,
say:)
The Business Service Network
is a system started
by the U.S. Postal Service
to
get you information
and solutions
to problems
by
providing
a single
point-of-contact.]
(NOTE To
IIWERVIBWBR: Customer Service Representative
is the
same as Business Service Network Representative)
Yes
2
3
4
No
(Not familiar
with BSN)
(Respondent calls his/
her National
Account
Manager for service
problems
8
9
27b.
-
(Continue)
1
(DK)
(Refused)
(Skip
(Skip
(Skip
(Skip
to
to
#28)
128)
(Skip
to
W28)
to 128)
to C28)
(12/17)
code "1" in #27a, ask:)
How would you rate your
Business
Service
Network
Representative
on (read
A-G)?
Would you say (read 5-l)?
(NOTE TO
and rotate
INTERVIEWER: Customer
Service
Representative
is the
same as Business Service Network Representative)
(If
5
4
3
2
1
Excellent
Very good
Good
Fair, OR
Poor
8
(DW
9
(Refused)
@THEGALLUP
ORGANIZATION
28
PR!MER
BUSLNE~S
CUSTOMER
10/15/01
27b.
27~.
(Continued:)
A.
Speed of responding
B.
Treating
C.
Professionalism
D.
Follow
E.
Accuracy
F.
Clarity
G.
Helpfulness
through
a valued
(12/18)
(12/19)
customer
(12/20)
on promised
(12/21)
action(s)
(12/22)
of information
(12/23)
of explanation
(12/24)
During the PAST THIRTY DAYS, do you feel
of time it took to answer your questions
your problems was (read l-3)?
3
Less time than you expected
About the amount of time you
expected,
OR
More time than you expected
8
9
(DK)
(Refused)
1
2
27d.
you like
to your phone calls
the length
or resolve
(12/25)
How would you rate the overall
service
provided
by
your Business Service Network Representative
during
the PAST THIRTY DAYS? Would you say (read 5-l)?
Custcmer
Service
INTERVIEWER8
(NOTE
To
Representative
is the sams as Business
Service
Network Representative)
5
4
3
2
1
Excellent
Very good
Good
Fair,
OR
Poor
8
9
(DK)
(Refused)
~T)THEGALLUP
ORGANIZATION
(12/26)
29
PREMERBUSINW
CUSTOMER
10/15/01
HOLD
28.
(10/3210/41)
overall
ask
Now,
I
am going
to
YOU about
Thinking
about all
aspects
of U.S.
performance.
Postal
Service
performance
during
the PAST THIRTY
DAYS, how would you rate the service
your business
has received?
Would you say (read 5-l)?
5
4
3
2
1
Excellent
Very good
Good
Fair,
OR
Poor
8
9
(DK)
(Refused)
(There
31.
0
(10/42)
HOLD
are no Y29 and W30)
0
(10/4310/47)
During the PAST THIRTY DAYS, have you experienced
serious
problems with U.S. Postal Service products
or services?
Would you say (read l-4)?
at all
-
(Skip
to #33)
1
Not
2
3
4
Once
Two or three times,
OR
More than three times
8
9
D-3
(Refused)
~THEGWUPORGANIZATION
(Skip
(Skip
(Continue)
(Continue)
(Continue)
to 133)
to 133)
30
PREMIERBUSINESSCUSlKMER
(10/48)
10/15/01
32.
"3" or n4n in t31, ask:)
What serious
problems
have you had in the PAST THIRTY DAYS?
(Open ended) (Allow two responses)
(If
01
02
03
04
05
32a.
code
MZ",
Other (list)
(DK)
(Refused)
HOLD
HOLD
Did you contact
the postal
service
to discuss
(NOTE TO INTERVIEWER:
If
more than
problem?
problem,
as aJwut the mast recent one)
1
Yes
-
2
3
4
No
(DK)
(Refused)
@THEGALLUP
0RGANl7ATlON
1st
Resp:
(10/49,
(10/50)
2nd
Resp:
(10/51)
(10/52)
the
one
(Continue)
(Skip
(Skip
to
to
W32c)
#32c)
(Skip
to %32c)
31
PREMIERBUSINESSCUSTOMER
(U/37)
10/15/01
32b.
(If code "1" in #32a,
(Open ended and code)
ask:)
Who did
you
contact?
Other (list)
(DK)
(Refused)
HOLD
HOLD
01
02
03
04
05
National
Account Manager
Account Representative
Facility
Manager
Postmaster
Customer Service Representative
Business Mail Entry Unit Supervisor
Business Service Network Representative
Business Mail Acceptance Clerk
Postal Carrier
Post Office Window Clerk
06
07
08
09
10
11
12
13
14
15
(U/38)
(If
(11/39)
code "2"* lgn or r4n in t31, Continuei
Otherwise,
Skip to #33)
32~. Would you like me to pass along what you have just
told me to the Postal
Service
and have a Postal
representative
call you about these problems?
1
2
8
9
33.
Yes
No
(DK)
(Refused)
Do you prepare
1
2
8
9
(10/76)
or send mail
for
other
companies?
Yes
NO
(DK)
(Refused)
@THE
GALLUP
ORGANUATION
(10/53)
32
PREMIERBUSINESSCUSTOMER
10/15/01
34.
Do you use a vendor
your company?
1
Yes
2
8
No
(DKIK)
(Refused)
9
35.
36.
-
to
prepare
or
send mail
for
(Continue)
(Skip
(Skip
(Skip
to 136)
to t36)
to #36)
(10/54)
(If
code "1" in %34, ask:) What percentage
of your
mail
is prepared
and/or
sent by vendors?
Is it
(read l-4)?
1
2
3
4
0% to
26% to
51% to
76% to
25%
50%
75%, OR
100%
8
9
(DK)
(Refused)
(10/55)
In which of the following
(read 06-10, then Ol)?
area
areas
01
02
03
04
05
OR, some other
(W
(Refused)
HOLD
HOLD
06
07
08
09
10
Logistics
Mailroom
Financial
operations
General office
administration
Sales and marketing
do you work?
Is it
(list)
(10/56)
(OTHE.GALLUPORGANIZATION
33
PRE~~RBusLNL~sCUSTOMER
(10/57)
10/15/01
37.
38.
What is your
job
title?
(Open ended and code)
01
02
03
04
05
Other (list)
(DK)
(Refused)
HOLD
HOLD
06
07
08
09
Corporate
officer/Owner
Mail operations
Financial
operations
Administrative/Clerical
(lo/581
(10/59)
(lo/60
- 10/6,8)
Please estimate
your company's yearly
expenditures
Service
products
at this
location
on U.S. Postal
(Open ended and code actual
anmurk)
and services?
(NOTE TG INTERVIEWER: Enter ALL zerosi
for axau@le,
- enter nlOOOOO")
"100 thoussnd"
DK
RF
(There
(DK)
(Refused)
HOLD
is no #39)
PREMIER
34
Bus-s
0
(10/76)
10/15/01
CUSTOMER
(NOTE TO EURVENT:
Display:)
FONE FILE NAME:
(Code frcm
"Fone"
file)
(15/12
NEWRESPONDENTNAME:
(Code from 84,
as appropriate)
B3 or
- 15/36)
R4,
( S/16 -
40.
(INTERVIEWER CODE:) Who are you talking
1
2
to?
"Fone" file
name
New respondent
OTHEGALLUP
oRGANEAT,ON
5/45)
(U/72)
35
PREMIERBUSINESSC~S~~~ER
10/15/01
41.
In case your name is drawn in the future,
let me
verify
that your name, company name and address are
(read
information
from mFonem file/U)?
(ENTER ALL
THAT ARE INCORRECT)
NAME:
"1"
file)/(if
[(If
display
appropriate)]
COMPANYNAME:
in
code
nPonen
COtlO
84,
from
(Display
WO,
from
R3
“Fone”
ADDRESS:
(Display
from
"Fone"
file)
CITY :
(Display
from
nFonan
file)
STATE:
(Display
from
"Fone"
file)
from
nFonea
file)
ZIP CODE: (Display
PHONE NUMBER:
(Display
from
“Fone”
display
frcsn
ran
in
#40,~
or
R4,
as
file)
file)
Information
is all correct
Name is incorrect
Company name is incorrect
Address is incorrect
City is incorrect
State is incorrect
Zip code is incorrect
Phone number is incorrect
36
PREMERBuSNESSCUSTOMER
(11/73)
10/15/01
(INTERVIEWER READ:)
Those are all the questions
I have
appreciate
your
for you. I really
taking
the time to talk
with
me.
This is an ongoing survey,
so I may
call you again in about six months.
(VALIDATE PRONE NUB5ER AND TRANR RESPONDENT)
42.
coMMENTs: (INTERVIRWER - Enter
any observations)
(U/74)
INTERVIEWER I.D.#
vkt\larsen\usps-premier
@THE
GALLUP
ORGANIZATION
business
customer-ap02
(U/75)
( 2/412/44)
2000-910
37
PREMIERBUSINESSCUSToMER
10/15/01