Dealer Satisfaction Sample Questionnaire

What is the range of your dealership's sales volume of (company) products last year? $250,000 - $499,000 $500,000 - $999,000 $1,000,000 - $2,999,000 $3,000,000 - $4,999,000 $5,000,000 - $9,999,000 $10,000,000 - 19,999,000 $20,000,000 or more How long have you been a (company) dealer? 1-5 years 5-7 years 8 years or longer How much of your business volume is accounted for by (company) products? 24% or less 25% - 49% 50% - 74% 75% or more How much of your profit is derived from (company) products?

24% or less 25% - 49% 50% -74% 75% or more Which of the following (company) product lines do you fully support at this time? Liquid Black & White copiers Powder Black & White copiers Fax machines Color copiers Compared to powder technology, does liquid technology offer advantages in selling situations? Would you say: Strong advantage Slight advantage About the same Slight disadvantage Strong disadvantage Compared to powder technology, does liquid technology offer advantages in profitability? Would you say: Strong advantage Slight advantage About the same

Slight disadvantage Strong disadvantage Compared to powder technology, does liquid technology offer you competitive advantages in service and supplies business? Would you say: Strong advantage Slight advantage About the same Slight disadvantage Strong disadvantage Which black and white copier technology do you see as offering a stronger competitive position to (company) dealers? Liquid toner technology Powder technology About the same Not sure To what extent do you plan to give (company) fax machines greater emphasis in your business over the next few years? Great extent Moderate extent Slight extent Not at all Overall, how confident are you that (company) will gain additional market share in the copier industry in the coming year?

Very confident Confident Somewhat confident Not sure Somewhat doubtful Doubtful Very doubtful Overall, have actions taken by (company) senior sales and marketing management over the past year had an impact one way or another on your business? Very positive impact Positive impact Somewhat positive impact Not sure Somewhat negative impact Negative impact Very negative impact Describe which actions had the greatest impact on your business, and why:

Which of the following best describes the influence you feel you have with (company) senior management?

A lot of influence Some influence Very little influence No influence On average, which of the following best describes (company) management's timeliness in response to your requests and inquiries? Very timely Somewhat timely Mixed Somewhat slow Very slow How do you rate (company) on the following?
Dealer/trade marketing programs

Consumer marketing programs

Fairness to dealers

Providing clear strategic leadership Support you receive from (company) people in the field

How do you rate (company) level of support provided by our field support people compared with the competition's?

(Company) people much more effective (Company) people more effective (Company) people somewhat more effective About the same Competition is somewhat more effective Competition is more effective Competition is much more effective How are we doing? Please rate the following support areas:
Technical service Backorders and inventory control Advertising and public relations Incentive compensation Administration Sales Training

Which of the following administrative areas would you say presents the greatest opportunity for improvement? Order processing Shipping Inventory tracking Billing and credits Please rate the following (company) marketing and sales programs:

Advertising program

Coop ad program

Public relations programs Effectiveness of "Greatest Hits" program for you dealership Fairness of the "Greatest Hits" program for dealers Direct mail and data base marketing programs

Product and company literature

Customer support

Dealer personnel sales training

Dealer incentive programs

Incentive programs for dealer sales people

Product launch programs this past year

Activities at NOMDA

Copier warranty

Fax warranty

Authority of regional vice presidents

Compared with your investment support level in your (company) business this year, what are your investment support plans for next year? Greatly increase support Increase support Maintain same level of support Decrease support Greatly decrease support Please tell us why you answered the way you did about your investment support plans for your (company) business for next year:

What suggestions do you have for (company) senior management which would help you improve the success of your (company) business next year?

Thank you for taking the time to complete this survey.