990611

Customer Service Survey Results
All Respondents

Results as of:

6/11/99

198

Total number of surveys included
in report:

Completely
Satisfied

Somewhat
Satisfied

Completely
Dissatisfied

Neither
Satisfied
or Dissatisfied

Somewhat
Dissatisfied

Your overall satisfaction with PRSI?

40.44%
Very
Willing

33.33%
Somewhat
Willing

11.48%

11.48%
Somewhat
Unwilling

3.28%
Completely
Unwilling

The presentation
of the information?

46.70%

35.16%

9.34%

7.14%

1.65%

51.16%

32.56%

8.72%

4.65%

2.91%

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

47.51%

28.73%

12.15%

7.73%

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

28.26%

16.30%

53.26%

2.17%

0.00%

PRSI OnLine communication software?

33.84%

58.59%

Loyalty Rating

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

“Top Box” Loyalty:

“Top Two Box” Loyalty:

Product knowledge
Responsiveness

55.56%
50.63%
52.83%
15.18%

19.61%
25.00%
27.04%
4.51%

20.92%
11.25%
10.06%
1.78%

3.27%
9.38%
6.92%
0.27%

0.65%
3.75%
3.14%
0.14%

Nation Account Management Team Satisfaction

Ease of contact
Professionalism

Product Knowledge
Responsiveness
Ease of Contact
Professionalism

48.33%
46.83%
46.40%
53.60%

19.17%
15.08%
17.60%
16.00%

30.00%
27.78%
26.40%
27.20%

1.67%
7.14%
6.40%
1.60%

0.83%
3.17%
3.20%
1.60%

PRSI Technical Support Satisfaction

Ordering & receiving reports
PRSI Online
Facsimile
E-Mail

30.23%
42.28%
21.43%

17.44%
32.21%
15.71%

44.19%
10.07%
61.43%

6.98%
11.41%
0.00%

1.16%
4.03%
1.43%

Overall impression of PRSI

Initial reports
Supplemental information

30.85%
24.20%

34.57%
31.21%

8.51%
14.65%

18.09%
19.75%

7.98%
10.19%

52.17%

26.09%

13.59%

6.52%

1.63%

Neutral

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

47.51%

21.55%

14.92%

10.50%

5.52%

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.