Company Name
Customer Name
Account Number
Your Phone number
Email Address
Position/Dept

Customer Service

1

Are your calls to MSD's Customer Service Department answered in a timely manner?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

2

Are MSD's Customer Service Representatives courteous and friendly?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

3

Are MSD's Customer Service Representatives knowledgeable about the products carried by MSD and able to assist you with all of your requests quickly and accurately?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

4

Do MSD's Customer Service Representatives assist you in determining substitute products for items that are out of stock or on manufacturer backorder?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

5

Please provide additional comments on how MSD's Customer Service Team can better serve your organizations operations

Product Distribution

1

Are your orders received error free and accurate?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

2

Are your deliveries received on-time based on your chosen method of shipment?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

3

Are your packing slips clear, concise and easy to match?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

4

Are your product backorders received in a timely manner?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

5

Please provide additional comments on how MSD's Product Distribution Team can better serve your organizations operations

Biomedical Services

1

Is MSD's Biomedical Service Team responsive to your needs, knowledgeable and able to provide the technical support you need when calling for assistance?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

2

Does MSD's Biomedical Service Team provide the quality and value of equipment rentals and service you expect?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

3

Do equipment rental orders arrive complete with the necessary accessories and documentation to meet your requirements?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

4

Does MSD provide the types of services and equipment inventory to meet your needs?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

5

Please provide additional comments on how MSD's Biomedical Services Team can better serve your organizations equipment and service needs.

Sales

1

Is your MSD Sales Representative responsive to your needs and do they provide you with a timely response?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

2

Is your MSD Sales Representative knowledgeable about the products and services offered by MSD?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

3

Does your MSD Sales Representative notify you of price increases and / or decreases?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

4

Does your MSD Sales Representative inform you of GPO opportunities, new products and services, product discontinuations, subsitutions, etc.?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

5

Please provide additional comments on how MSD's Sales Team can better serve your organizations product, equipment or service needs.

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

6

How often are you contacted on a monthly basis by your MSD Sales Representative?

Accounting / Credit

1

Is it easy for you to match your invoices and packing slips?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

2

Is the pricing you receive on your invoices the price you were quoted?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

3

Is it easy to resolve invoice discrepancies for product, rental equipment, and biomedical services?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

4

Are your invoicing discrepancies resolved in a timely manner?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

5

Please provide additional comments on how MSD's Billing Department can better serve your organizations requirements.

IT and Online Ordering Platforms

1

Do you use MSD's online ordering platform, MSDOnline.com, for placing orders?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

2

How often do you experience system or software concerns when using MSDOnline?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

3

Does MSDOnline.com offer the products that you need?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

4

Do you find MSDOnline.com user-friendly?

Always Most of the Time Sometimes Hardly Ever Never Not Applicable

5

Please provide additional comments on changes MSD's IT Department could research to make improvements to MSDOnline to better serve your organizations requirements.