990604

Customer Service Survey Results
All Respondents

Results as of:

6/4/99

185

Total number of surveys included
in report:

Completely
Satisfied

Somewhat
Satisfied

Completely
Dissatisfied

Neither
Satisfied
or Dissatisfied

Somewhat
Dissatisfied

Your overall satisfaction with PRSI?

40.94%
Very
Willing

32.75%
Somewhat
Willing

11.11%

11.70%
Somewhat
Unwilling

3.51%
Completely
Unwilling

The presentation
of the information?

47.06%

34.71%

9.41%

7.06%

1.76%

51.53%

31.90%

8.59%

4.91%

3.07%

The information as it
pertains to what you need to
make a hiring decision?

47.95%

28.07%

12.28%

7.60%

Our responsiveness
to your needs?
The ease of doing business with us

25.58%

15.12%

56.98%

2.33%

0.00%

PRSI OnLine communication software?

35.14%

61.62%

Loyalty Rating

Customers who checked either the top two or top box in Overall Satisfaction and
Recommend PRSI questions:

“Top Box” Loyalty:

“Top Two Box” Loyalty:

Product knowledge
Responsiveness

56.16%
50.33%
53.29%
15.19%

19.18%
24.84%
25.66%
4.44%

20.55%
11.76%
10.53%
1.86%

3.42%
9.15%
7.24%
0.29%

0.68%
3.92%
3.29%
0.14%

Nation Account Management Team Satisfaction

Ease of contact
Professionalism

Product Knowledge
Responsiveness
Ease of Contact
Professionalism

47.83%
45.83%
46.22%
53.78%

19.13%
14.17%
15.97%
14.29%

30.43%
29.17%
27.73%
28.57%

1.74%
7.50%
6.72%
1.68%

0.87%
3.33%
3.36%
1.68%

PRSI Technical Support Satisfaction

Ordering & receiving reports
PRSI Online
Facsimile
E-Mail

28.92%
42.76%
20.97%

18.07%
31.03%
11.29%

44.58%
10.34%
67.74%

7.23%
11.72%
0.00%

1.20%
4.14%
0.00%

Overall impression of PRSI

Initial reports
Supplemental information

32.00%
24.67%

33.71%
29.33%

6.86%
14.67%

19.43%
20.67%

8.00%
10.67%

52.60%

24.86%

14.45%

6.36%

1.73%

Neutral

How willing would you be to
recommend PRSI to a business associate?

49.70%

23.08%

13.61%

8.88%

4.73%

NOTE: Actual number of responses were used to calculate each question. Therefore, not all
questions may add up to the total number of surveys processed.