Form ITA-4157P Annual Customer Satisfaction Survey

U.S. Commercial Service Customer Satisfaction Survey

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OMB Control No. 0625-0262
Expiration Date: xx/xx/xxxx

You have been selected to participate in this annual survey evaluating the performance of the U.S. Commercial Service.  Your company has had multiple interactions with our organization and your experiences are very important to us.  Please take about 15 minutes to evaluate the work we did for you over the past twelve months.  For technical assistance or questions about this survey, please contact our toll-free Customer Care Hotline at 1-866-481-8111.



Your overall experience with the Commercial Service

What is your overall satisfaction with the U.S. Commercial Service, based upon your experiences over the past 12 months?

Very dissatisfied

Dissatisfied

Neither satisfied nor dissatisfied

Satisfied

Very satisfied

How likely are you to recommend the U.S. Commercial Service, based upon your experiences over the past 12 months?

Would NOT                                                            Would
recommend                                                           recommend

0	1	2	3	4	5	6	7	8	9	10

Please comment on your answer.  (The text box will expand as you type.)

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In the past 12 months how many people, if any, have you told about your experiences with the Commercial Service?

None
1 - 3 people
4 - 6 people
7 - 9 people
10 or more people

To what extent do you agree that working with the U.S. Commercial Service provides you with a competitive advantage in achieving your international sales goals?

Don't know	Strongly disagree	Disagree	Neither agree nor disagree	Agree	Strongly agree

Please comment on your answer.  (The text box will expand as you type.)

Our Client Service Principles

To what extent do you agree with the following statements about the assistance you received from the U.S. Commercial Service over the past 12 months:

                                                                                                                        

	Don't know	Strongly disagree	Disagree	Neither agree nor disagree	Agree		Strongly agree
We deliver what we promised
We asked the right questions to understand your needs
You received consistently high quality service from your primary U.S.-based Commercial Service office
We treated you courteously
We managed your expectations

How many of the Commercial Service's international offices have you worked with over the past 12 months?

None
1 office
2 - 3 offices
4 - 5 offices
6 or more
Don't know

To what extent do you agree with the following statement:

Over the past 12 months, I have received consistently high quality service from the Commercial Service's international offices.

Don't know	Strongly disagree	Disagree	Neither agree nor disagree	Agree	Strongly agree

Please rate your satisfaction with the following U.S. Commercial Service export assistance services that you may have received over the past 12 months.  (If you have not experienced a particular service within the past 12 months, please answer 'Not applicable'.)

	Not applicable	Very dissatisfied	Dissatisfied	Neither satisfied nor dissatisfied	Satisfied	Very satisfied
FREE market research (non-customized)
CUSTOMIZED market research (fee charged)
Developing an international sales and marketing plan
Increasing international awareness of your brand
Identifying qualified international business partners
Arranging meetings with qualified international business partners
Background reports on potential international business partners
Assistance with trade advocacy/international government procurements
Assistance with overcoming international market access barriers
Assistance settling disputes with international companies
Displaying your product/service at international trade shows or events

Should the Commercial Service offer other types of export assistance, in addition to those services listed above?

• Yes

• No

If yes, please describe the additional type(s) of export assistance that the Commercial Service should provide.

Our Business Practices
Please rate your satisfaction, over the past 12 months, with the following U.S. Commercial Service business practices:

	Not applicable	Very dissatisfied	Dissatisfied	Neither satisfied nor dissatisfied	Satisfied	Very satisfied
Our understanding of your business needs
Follow-up by your representative
The ease of doing business with us
Documents were delivered by due date
Our availability when you wish to contact us
The quality of our work
The frequency of our communication with you

Additional Comments and Opportunities

Please share any comments with us on areas that you feel were not addressed completely by this survey:  (The text box below will expand as you type.)

The U.S. Commercial Service is always striving to find innovative ways to help our clients expand into new markets.  Please indicate whether you may be  interested in participating in a:

Discussion on creating new export assistance programs or improving current programs
Pilot program for a new or revised export service
Not interested

Please provide us with your name, phone number and e-mail address so that we may contact you about participating in pilot programs and discussions.

Name
E-mail address
Phone number

About Your Company

In the past 12 months, what has your main contact been within the Commercial Service for export assistance or answers to your export-related questions?

Domestically-based staff
Internationally-based staff
Trade Information Center 1-800-USA-TRAD(E)
www.export.gov website
Other, please specify  
Don't know

Please select all statements that apply to your company:

We have NOT exported in the past 12 months
In the past 12 months, we exported for the first time
In the past 12 months, we expanded our existing exporting to enter a new market

Approximately how many people does your company employ in the U.S.?

1-10 employees              
11-49 employees              
50-100 employees              
101-500 employees              
500+ employees

Public reporting for this collection of information is estimated to be 15 minutes per response, including the time for reviewing instructions, and completing and reviewing the collection of information.  All responses to this collection of information are voluntary. Notwithstanding any other provision of law, no person is required to respond to, nor shall any person be subject to a penalty for failure to comply with, a collection of information subject to the requirements of the Paperwork Reduction Act unless that collection of information displays a current valid OMB control number.  Send comments regarding the burden estimate or any other aspect of this collection of information, including suggestions for reducing this burden, to the Reports Clearance Officer, International Trade Administration, Department of Commerce, Room 4001, 14th and Constitution Avenue, N.W., Washington, D.C. 20230.