Quarterly Customer Survey Report

Survey Conducted and Reported

by:

Ashley Fiorini & Shannon

Kirk

1st Quarter
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Table of Contents

I. Introduction………………………………………………………………………….3
A. Background……..……………………………………………………………3
B. Preliminary Decisions……………………………………………………….3
C. Organization of Study……………………………………………………….3

II. Method..……………………………………………………………………………..3
A. Assumptions…………..……………………………………………………..3
B. Population and Sampling Design……………………………………………3
1. Population Response Rate……………………………………….3
C. Questionnaire Design………………………………………………………..3
1. Basic Structure…………………………………………………..3

III. Analysis………………………………………………………………..…………….4
A. Biases and Limitations…………………………………………………...….4
1. Reliability Evaluation……………………………………………...4
2. Examination of Validity……………………………………………4
3. Method of Analysis………………………………………………...4
4. Survey Questions…………………………………………………..4
- Product Lines Ordered………………………………………….5
- Sales People Responses………………………………………...6
- Account Manager/ New Product Manager Responses…………12
- Why GM Nameplate on this order?............................................20
- Overall Experience Responses…………………………………22
- Improve Experience Responses………………………………..32
- Would you recommend GM Nameplate?...................................35
- Trends, Changes, Improvements……………………………….38
- Response by Industry…………………………………………..40
 3

I. Introduction

A. Background

Our quarterly customer survey is conducted to draw attention to needed improvements, address
positive and negative methods we currently use, and to identify trends and opportunities. The customer
survey is intended to assist the marketing and sales team to gather important information from customers.
The more frequently conducted customer service-focused surveys will also more fully satisfy ISO-9001:
2000 Quality Management System certification requirements.

B. Preliminary Decisions

The quarterly customer satisfaction survey was sent to the customer only as a survey email. The
content was taken from the previous quarterly customer survey, with only minor changes. Once a rough
draft was compiled by the marketing department, it was reviewed by the upper management prior to its
execution. Suggestions were taken into account as much as possible in the final version of the survey.

C. Organization of Study

Customers of GM Nameplate who had ordered in the previous quarter (February-April 2008) made
up the survey population. The email list was developed from a raw list by Connie Eaton in IT of 855
customers on file.

II. Method

A. Assumptions

The survey was conducted and analyzed under the assumption that the customers being surveyed
understood the questions asked, answered the questions honestly, and had ordered during the months of
February, March, and/or April 2008.

B. Population and Sampling Design

1. Population Response Rate

With an original list of 855 emails, 87 of them were removed due to invalid email address or
request to opt out of the survey. The remaining 768 contacts had a response rate of 17%. This
provided a total of 128 valid customer responses.
C. Questionnaire Design

1. Basic Structure

The email that customers received was focused on their needs and how we could better
provide service to them. When users clicked through the email they were presented customer
 4

survey questions. Each question had directions to help the customer understand how to answer
each question.

III. Analysis

A. Biases and Limitations

1. Reliability Evaluation

The scales used in the analysis of the data have been tested and proven in the field of
marketing to give reliable results. The survey data was collected through an online survey that
had explicit and specific instructions for answering each question.

2. Examination of Validity

Before the data analysis was conducted, the independent and dependent variables to be cross-
analyzed were chosen to insure that information gleaned from the data was only the necessary
data needed to make future strategic decisions.

3. Method of Analysis

The data analysis was completed using Microsoft Excel and SPSS 16.0, the Statistical
Package for Social Sciences. SPSS makes frequency tallying and cross tabulations simple and
fast. It is a program widely used in market research because of its accurate and efficient data
analysis.

4. Survey Questions

There were a total of 6 questions that were a combination of direct and open ended.
Information collected, is outlined below in detailed color graphs and charts.

*** Please Note***

The pie graphs in question 1 and question 2 show a significant increase in customers who
responded “N/A (Not Applicable),” as compared to last quarter’s survey. Those who had not
worked with a salesperson (question 1) or an account manager/new product manager (question 2),
and therefore had skipped the following questions were added to the “N/A” option on each
question. Last quarter’s survey did not include these “skipped” responses.
 5

Product Lines Ordered:

Response Response
Answer Options Percent Count
Label 66.7% 84
Nameplate 37.3% 47
Overlay 14.3% 18
Die-cut component 11.9% 15
Membrane switch 2.4% 3
Injection molded component 8.7% 11
Compression molded component 2.4% 3
Plastic decorated component 4.0% 5
Assembly 6.3% 8
Other 7.9% 10

Product Lines Ordered

80%
66.7%
70%
60%
50%
37.3%
40%
30%
20% 14.3%
11.9% 2.4% 8.7% 6.3% 7.9%
10% 2.4% 4.0%
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1. Did you work with one of our sales people on this order? Yes No

Response

Cumulative
Frequency Percent Valid Percent Percent

Valid Yes 98 76.6 78.4 78.4

No 27 21.1 21.6 100.0

Total 125 97.7 100.0

Missing No Response 3 2.3

Total 128 100.0

Response

Yes No
78% 22%

If so, please rate your experience on a scale of 1 to 5 where 1 is EXCELLENT

and 5 is POOR.

Answer Excellen Poor N/A Respons

Options t 1 2 3 4 5 6 e Count
Responsivene
48 38 12 2 2 7 109
ss
Expertise 49 38 10 2 1 9 109
Communicati
47 36 15 2 2 7 109
on
Issue
48 32 13 1 3 11 108
resolution
Overall
48 39 10 3 1 8 109
experience The table above is equivalent to the method used in the
last survey conducted. This displays the raw data taken
from Survey Monkey. The following is data is corrected
to illustrate more accurate information.
 7

Responsiveness
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 48 37.5 38.1 38.1

2 38 29.7 30.2 68.3

3 12 9.4 9.5 77.8

4 2 1.6 1.6 79.4

5 2 1.6 1.6 81.0

Not Applicable 24 18.8 19.0 100.0

Total 126 98.4 100.0

Missing No Response 2 1.6

Total 128 100.0

Responsiveness

19%

1
2% 37% 2
3
2%
4

10% 5
N/A (6)

30%

*** Please Note***

The graph shows an increase in customers who responded “N/A,”
as compared to last quarter’s survey. Those who had not worked
with a sales person, and therefore had skipped the following
questions were added to the “N/A” option on each question. Last
quarter’s survey did not include these “skipped” responses.

*This note is applicable to question 1 and question 2 of this survey.

 8

Expertise
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 49 38.3 38.9 38.9

2 38 29.7 30.2 69.0

3 10 7.8 7.9 77.0

4 2 1.6 1.6 78.6

5 1 .8 .8 79.4

Not Applicable 26 20.3 20.6 100.0

Total 126 98.4 100.0

Missing No Response 2 1.6

Total 128 100.0

Expertise

21%

1
2
1% 38%
3
2% 4
5
8%
N/A (6)

30%
 9

Communication
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 47 36.7 37.3 37.3

2 36 28.1 28.6 65.9

3 15 11.7 11.9 77.8

4 2 1.6 1.6 79.4

5 2 1.6 1.6 81.0

No Response 24 18.8 19.0 100.0

Total 126 98.4 100.0

Missing 0 2 1.6

Total 128 100.0

Communication
19%

36% 1
2%
2
2% 3
4
12% 5
N/A

29%
 10

Issue Resolution
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 48 37.5 38.4 38.4

2 32 25.0 25.6 64.0

3 13 10.2 10.4 74.4

4 1 .8 .8 75.2

5 3 2.3 2.4 77.6

No Response 28 21.9 22.4 100.0

Total 125 97.7 100.0

Missing 0 3 2.3

Total 128 100.0

Issue Resolution

22%

1
39% 2
3
2%
4
1%
5
N/A
10%

26%
 11
OverallExperience
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 48 37.5 38.1 38.1

2 39 30.5 31.0 69.0

3 10 7.8 7.9 77.0

4 3 2.3 2.4 79.4

5 1 .8 .8 80.2

No Response 25 19.5 19.8 100.0

Total 126 98.4 100.0

Missing 0 2 1.6

Total 128 100.0

 12

Overall Experience

20%

38% 1
1%
2
2%
3

8% 4
5
N/A

31%

2. Did you work with one of our account managers/new product managers?
Yes No

Response
Cumulative
Frequency Percent Valid Percent Percent

Valid Yes 73 57.0 60.3 60.3

No 48 37.5 39.7 100.0

Total 121 94.5 100.0

Missing No Response Response

7 5.5

Total 128 100.0

No, 39.7%

Yes, 60.3%
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If so, please rate your experience on a scale of 1 to 5 where 1 is EXCELLENT

and 5 is POOR.
Answer Options Excellen Poor N/A Response
t1 2 3 4 5 Count
Responsiveness 42 22 6 1 2 7 80
Expertise 38 26 6 0 1 9 80
Communication 40 24 5 1 2 7 79
Issue resolution 40 19 8 0 2 11 80
Order
38 26 4 0 3 9 80
acknowledgment
Clarity of quote
39 28 3 2 1 7 80
provided
Overall
40 24 6 0 2 7 79
experience
The table above is equivalent to the method used in the last
survey conducted. This displays the raw data taken from Survey
Monkey. The following is data is corrected to illustrate more
accurate information.
 14

Responsiveness
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 42 32.8 34.7 34.7

2 22 17.2 18.2 52.9

3 6 4.7 5.0 57.9

4 1 .8 .8 58.7

5 2 1.6 1.7 60.3

Not Applicable 48 37.5 39.7 100.0

Total 121 94.5 100.0

Missing No Response 7 5.5

Total 128 100.0

Responsiveness

35%
1
39%
2
3
4
5
N/A (6)

2% 18%
1% 5%
 15

*** Please Note***

The graph shows an increase in customers who responded “N/A,”
as compared to last quarter’s survey. Those who had not worked
with an account manager/new product manager, and therefore had
skipped the following questions were added to the “N/A” option on
each question. Last quarter’s survey did not include these
“skipped” responses.
Expertise
*This note is applicable to question 1 and question 2 of this survey.
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 38 29.7 31.4 31.4

2 26 20.3 21.5 52.9

3 6 4.7 5.0 57.9

5 1 .8 .8 58.7

Not Applicable 50 39.1 41.3 100.0

Total 121 94.5 100.0

Missing No Response 7 5.5

Total 128 100.0

 16

Expertise

31%
1
42%
2
3
4
5
N/A (6)

1% 5% 21%

Communication
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 40 31.2 33.3 33.3

2 24 18.8 20.0 53.3

3 5 3.9 4.2 57.5

4 1 .8 .8 58.3

5 2 1.6 1.7 60.0

Not Applicable 48 37.5 40.0 100.0

Total 120 93.8 100.0

Missing No Response 8 6.2

Total 128 100.0

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Communication

33%
40% 1
2
3
4
5
N/A (6)

2%
1% 4% 20%

Issue Resolution
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 40 31.2 33.1 33.1

2 19 14.8 15.7 48.8

3 8 6.2 6.6 55.4

5 2 1.6 1.7 57.0

No Response 52 40.6 43.0 100.0

Total 121 94.5 100.0

Missing 0 7 5.5

Total 128 100.0

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Issue Resolution

33%
1
42% 2
3
4
5
N/A (6)

2% 16%
7%

Order Acknowledgement
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 .8 .8 .8

1 38 29.7 31.1 32.0

2 26 20.3 21.3 53.3

3 4 3.1 3.3 56.6

5 3 2.3 2.5 59.0

6 50 39.1 41.0 100.0

Total 122 95.3 100.0

Missing 0 6 4.7

Total 128 100.0

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Order Acknowledgment

32%

1
42%
2
3
4
5
N/A (6)

2% 21%
3%

Clarity of Quote
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 .8 .8 .8

1 39 30.5 32.0 32.8

2 28 21.9 23.0 55.7

3 3 2.3 2.5 58.2

4 2 1.6 1.6 59.8

5 1 .8 .8 60.7

6 48 37.5 39.3 100.0

Total 122 95.3 100.0

Missing 0 6 4.7

Total 128 100.0

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Clarity of Quote

32%

40% 1
2
3
4
5
N/A (6)

1%
2% 2%
23%

Overall Experience
Cumulative
Frequency Percent Valid Percent Percent

Valid 2 1.6 1.6 1.6

1 40 31.2 32.8 34.4

2 24 18.8 19.7 54.1

3 6 4.7 4.9 59.0

5 2 1.6 1.6 60.7

6 48 37.5 39.3 100.0

Total 122 95.3 100.0

Missing 0 6 4.7

Total 128 100.0

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Overall Experience

33%
40% 1
2
3
4
5
N/A (6)

2%
5% 20%

3. Why did you choose to work with GM Nameplate on this order?

Cust ID Company Response
Leggett & Platt Stor. Prod.
00217 Div Past history
38763 Growing Solutions Quality and service.
37834 Asus Czech s.r.o. GM Nameplate was recommended by our customer.
We've been working with GMN for the last 4 years
36310 InterMedia Prints Pvt Ltd and therefore its a business continuity thing for us.
38912 IPS Australia Some one introduce
38825 Techford customer AVL Supplier
Per Contract available and the trials that engineers made to the
38721 Alcatel Lucent material.
27460 Cable Technologies, Inc. CTI has worked with them on this label for years.
36060 AMF Anaheim LLC AMF had an open account with GM
28741 Ossur Foothill Ranch Used in the past
29224 Micro Power Electronics Supplier of choice for these labels.
Went thru bidding process, your company won the business based
38598 General Motors on cost and timing.
11454 Avtech Corporation Cost and lead time of product
11823 Korry Electronics Past performance and laser capabilities
25870 BAE Systems single source
38895 Demmco LLC Local company
32229 Abbott Diabetes Care Convenience, proximity to our plant, existing customers
37222 flextronics You were on the customer avl
37985 Group Seven Customer recommendation
 22

38526 TAG Technologies, LLC The quality is good.

38898 Pegatron Corp. Sourcer suggested.
35551 Defibtech history
27078 Saunatec, Inc. Repeat membrane switches that GMN had sold to us previously.
Beede Electrical
00117 Instrument Done business with the Company for years
35403 Drum Workshop Inc. Competitive pricing
32820 Tripod Data Systems IN Preferred vendor.
29819 Sierra Instruments, Inc. The Very Best Crew to work with.
35709 Microboard Processing customer specified GM Nameplate as source
22615 LeeMAH Electronics Customer Specification
29250 High End Systems Inc. Past projects proved good results.
Pulsed power
38755 Technologies Contact on file when I came on board
30927 Intel Corporation Due to our standing relationship and the realiability of your products.
00453 General Industries, Inc we have ordered these labels from GM before.
38752 Enodis Ongoing supplier review and good up front experience.
29701 Bucher Aerospace Long standing History with GM/Bucher
Carlisle Interconnect
29914 Technologies Part has always been placed with GM.
G.G. safe - safety solutions
38467 ltd per our customer's request
38593 Honeywell Avionics. Product transfer from Redmond
Cal-Comp Elec. & Comm.
36546 Co., Ltd customer AVL
Vishay Semiconductor Sdn
33917 Bhd Is a transfer project from of USA
33229 Agilent Techologies Is in our company Aprroved Manufacturer List
36313 Ideal Industries, Inc. follow on to existing project
Fischer Custom GM Nameplate supplies the majority of our labels. It's always a good
28860 Communications job.
31870 LG Electronics Customer Selected Supplier.
21503 Varian BEST CHOICE
11084 Fluke Consistent quality
Referral from Elkay Marketing Manager who had knowledge of GM
38838 Elkay Manufacturing Nameplate.
24422 Hewlett Packard Caribe No order placed. Only requested Quote and LT information.
37961 Rackable Systems long time business partner
GM Nameplate was already set up and is one of my accounts at
Lutron. I never had
bad service from GM Nameplate for the 2 years I have been working
00639 Lutron Electronics Co. with them
26932 WOVEN ELECTRONICS. customer request
38881 matrix design llc past experience
Currently, the only approved supplier -
29828 Cardinal Health Great to work with Random Wickman. Very knowledgeable.
Spectra Symbol
36127 Corporation Indigo printing ability.
11084 Fluke Corp. Your name on the Qualified Supplier list
21562 Mikron Infrared, Inc For Customer Service, Quality pricing and delivery
35509 Isilon Systems Past History of orders for over six years.
27284 Nelson Nameplate You had the raw material in stock and were willing to work with us.
26261 Anritsu Corp CA Experience and quality.
27314 Microscan REPEAT
 23

21090 M/A-Com Inc. lead time on orders very good

33172 Current Industries I am a new buyer and you were listed as the primary vendor.
33578 l-3 Communications government competitive pricing
11823 Korry Electronics, Inc. Re-Order
Our company has been dealing with GM Nameplates for a number of
years
01057 Van Mark Product and haven't experienced any problems with your service.
37011 Jabil Circuit HP specified product
Used GM Nameplate in 2005/06 for same project and they did a
37120 ASSIMILATE beautiful job.
They contacted us several years ago and Jim Miller stopped by to see
us.
37171 G II Solutions, Inc. When we had a need, we contacted him.
37115 Axiom Worldwide Quality of products
35409 Tomotherapy Vendor chosen by management.
30133 Waters Corporation new product requiring GM Nameplate's capabilities for name plates.
Fluke Precision Measure
38795 UK Ltd. Your company is on the Fluke approved vendor list.
37646 Foxconn CZ Business was set up before I come. This means I don't know :-)
38709 Flextronics AVL
WE'VE BEEN WORKING WITH GM BEFORE AND WE HAD A GOOD
RESPONSE,
28572 SONY SO WE DECIDED TO KEEP WORKIGN WITH YOU.
No other vendor demonstrated the ability to deliver exactly what was
38880 Fusionio needed.
01240 Hirzel Jones PREVIOUS GREAT EXPERIENCE
11084 Fluke Historical experience
Oneida Molded Plastics
37073 LLC Customer directed
30424 Hirschler Mfg. We have a long term relationship w/ GM
38717 J&R Enterprises, Inc. Expertise and familarity with the project.
37932 ASML Optics Long history with company
38452 Morningwood Vineyards Quality and previous experience
Quality, problem resolution responsiveness, price,
34860 Byers Peak, Inc breadth of product offering, quick-turn capabilities
KEYMASTER/BRUKER
34146 HANDHELD QUALITY AND THEN PRICE.
Assurances during visit from GM Nameplate representative of fair
pricing,
37237 Noah Precision, LLC short lead times and quality custom designs.
28815 Kent Landsberg.com Repeat order
34850 us micro pc inc history with gm name plate
36079 Venture corp limited Agilent approve AVL
38865 Austin Technologies< Inc customer choice
27926 Flotec GM is my go-to label maker for over 17 years
24046 Datalogic Scanning, Inc. Long time supplier
My account with GM Nameplate is many years. I have no reason to
30309 Worth Data, Inc. change.
31845 Systemax Mfg Regular customer
Kent H. Landsberg
28815 Company Proprietary items
35403 Drum Workshop, Inc. precedent
37504 Sunwest Screen Graphics Past experience with GMN
38776 Silicon Mechanics Price and lead time
31488 Tyco Electgronics Qualified Source
 24

4. Please rate your overall experience working with GM Nameplate on this

order on a scale of 1 to 5 where 1 is EXCELLENT and 5 is POOR.
Answer Options Excellen Poor N/A Respons
t1 2 3 4 5 e Count
Order process efficiency 61 47 13 3 2 1 127
Quote turnaround time 53 45 15 5 4 3 125
Lead Time 48 48 25 1 5 0 127
Manufacturing and
62 39 11 2 0 9 123
industry expertise
Engineering/design
53 33 13 3 0 20 122
assistance
Value 49 42 25 5 1 1 123
Delivery 56 48 14 6 2 1 127
Quality 67 44 13 0 0 1 125
Overall experience 59 46 15 4 0 1 125
 25

Order Process Efficiency

Cumulative
Frequency Percent Valid Percent Percent

Valid 1 61 47.7 48.0 48.0

2 47 36.7 37.0 85.0

3 13 10.2 10.2 95.3

4 3 2.3 2.4 97.6

5 2 1.6 1.6 99.2

Not Applicable 1 .8 .8 100.0

Total 127 99.2 100.0

Missing No Response 1 .8

Total 128 100.0

Order Process Efficiency

2% 2% 1%
10%

1
2
48% 3
4
5
N/A (6)
37%
 26

Quote Turnaround
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 53 41.4 42.4 42.4

2 45 35.2 36.0 78.4

3 15 11.7 12.0 90.4

4 5 3.9 4.0 94.4

5 4 3.1 3.2 97.6

Not Applicable 3 2.3 2.4 100.0

Total 125 97.7 100.0

Missing No Response 3 2.3

Total 128 100.0

Quote Turnaround
3% 2%
4%

12%

1
43%
2
3
4
5
N/A (6)

36%
 27

Lead Time
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 48 37.5 37.8 37.8

2 48 37.5 37.8 75.6

3 25 19.5 19.7 95.3

4 1 .8 .8 96.1

5 5 3.9 3.9 100.0

Total 127 99.2 100.0

Missing No Response 1 .8

Total 128 100.0

Lead Time
4%
1%

20%

37% 1
2
3
4
5
N/A (6)

38%
 28

Manufacturing and Industry Expertise

Cumulative
Frequency Percent Valid Percent Percent

Valid 1 62 48.4 50.4 50.4

2 39 30.5 31.7 82.1

3 11 8.6 8.9 91.1

4 2 1.6 1.6 92.7

6 9 7.0 7.3 100.0

Total 123 96.1 100.0

Missing 0 5 3.9

Total 128 100.0

Manufacturing/Industry Expertise
7%
2%
9%

1
2
50% 3
4
5
N/A (6)
32%
 29

Engineering / Design Assistance

Cumulative
Frequency Percent Valid Percent Percent

Valid 1 53 41.4 43.4 43.4

2 33 25.8 27.0 70.5

3 13 10.2 10.7 81.1

4 3 2.3 2.5 83.6

6 20 15.6 16.4 100.0

Total 122 95.3 100.0

Missing 0 6 4.7

Total 128 100.0

Engineering/Design Assistance

16%

2%
1
44% 2
11% 3
4
5
N/A (6)

27%
 30

Value
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 49 38.3 39.8 39.8

2 42 32.8 34.1 74.0

3 25 19.5 20.3 94.3

4 5 3.9 4.1 98.4

5 1 .8 .8 99.2

Not Applicable 1 .8 .8 100.0

Total 123 96.1 100.0

Missing No Response 5 3.9

Total 128 100.0

Value
1% 1%
4%

20%

40% 1
2
3
4
5
N/A (6)

34%
 31

Delivery
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 56 43.8 44.1 44.1

2 48 37.5 37.8 81.9

3 14 10.9 11.0 92.9

4 6 4.7 4.7 97.6

5 2 1.6 1.6 99.2

Not Applicable 1 .8 .8 100.0

Total 127 99.2 100.0

Missing No Response 1 .8

Total 128 100.0

Delivery
5% 2% 1%

11%

1
43% 2
3
4
5
N/A (6)

38%
 32

Quality
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 67 52.3 53.6 53.6

2 44 34.4 35.2 88.8

3 13 10.2 10.4 99.2

Not Applicable 1 .8 .8 100.0

Total 125 97.7 100.0

Missing No Response 3 2.3

Total 128 100.0

Quality
1%
10%

1
2
3
54%
4
35%
5
N/A (6)
 33

Overall Experience
Cumulative
Frequency Percent Valid Percent Percent

Valid 1 59 46.1 47.2 47.2

2 46 35.9 36.8 84.0

3 15 11.7 12.0 96.0

4 4 3.1 3.2 99.2

Not Applicable 1 .8 .8 100.0

Total 125 97.7 100.0

Missing No Response 3 2.3

Total 128 100.0

Overall Experience
3% 1%
12%

1
2
47%
3
4
5
N/A (6)
37%
 34

What could GM Nameplate do to improve your experience with us?

-Improvements in red.
CustID Company Response
36310 InterMedia Prints Pvt Considering that we are a relatively small business based out of Mumbai, India
Ltd we
would like if some of the orders (for labels that are custom-built for us, as
opposed
to labels that exist in stock) we send across are serviced a bit more quickly.

AM=Damian Silva Rep= Karen Mauzey

38912 IPS Australia If the GM details can be removed FROM PRODUCTS WILL BE GOOD, AS We sell
to end user.

AM= Tracy Miller Rep= Karen Mauzey

38721 Alcatel Lucent Deliver the parts on time as well as quotes, and replied reports, being able to
cancel order
when we need it.

AM= Eviene Sipos Rep= SouthTech Marketing

29224 Micro Power Improve customer service from the person I place orders with ie. prompt
Electronics responses and
confirmations of orders.

AM= Patti Rozanski Rep= Oregon House

32229 Abbott Diabetes Care Faster turnaround time

AM= Randon Wickman Rep= Joye Graves

38526 TAG Technologies, Faster turn around on quotes. Waiting 5-10 days is not an option for most of
LLC my customers.

AM= Caroleen Baucom Rep= Dean Karousos

38898 Pegatron Corp. No improvement needed
35551 Defibtech Engineering Design/assistance: only complaint is that we have three nearly
identical
labels (essentially one template )and wanted to make some changes to all
three;
changes were not consistent with each other, which is how I know a consistent
template
was not used as a base

AM= Eviene Sipos Rep= Mantec

27078 Saunatec, Inc. GMN has improved turn around time on RFQ's a great deal for my last couple of
orders.
I was very pleased with Josh Steveson's work on my last membrane switch
order.
29819 Sierra Instruments, Continue to the what you're doing now, don't change a thing.
Inc.
38755 Pulsed power Give Betty Raper a raise
Technologies
30927 Intel Corporation Be more organized with our purchase orders. It sounds like someone other
than our rep
pulls our purchase orders from the web and then sends them to our rep. At
times it doesn't seem like the rep can easily pull the purchase order
information.

AM= Bob Welch Rep= Anna Minzel

 35

38752 Enodis Your responsiveness on specific design and spec issues has been bad.
VERY SLOW. Simple things seem to take forever.

AM= Caroleen Baucom Rep= Dean Karousos

38593 Honeywell Avionics. Leadtime reduction

Am= Joshua Stevenson Rep= Francis Kwok

33917 Vishay Provide good quality of lower cost. reduce lead time delivery
Semiconductor Sdn
AM= Bob Welch Rep= GM Nameplate-WA
36313 Ideal Industries, Inc. turn quotes faster

AM= Patti Rozanski Rep= Lloyd Roberts

38058 VENDAPIN L.L.C. Your ordering process needs work. The left hand sends it to the right hand
which has
no idea what to do with it.As an example...our customer 3M finally was so
frustrated
attempting to order a simple decal that we use on our model 5596 coin-op.

AM= Eviene Sipos Rep= Alex Wrigley

28860 Fischer Custom Com. Everything was fine.
21503 Varian LEADTIMES NEED TO IMPROVE

AM= Damian Silva Rep= Scott Ose

38838 Elkay Manufacturing Not sure, this is the first time we are working with GM Nameplate
24422 Hewlett Packard No order placed. Only requested Quote and LT information.
Caribe
37961 Rackable Systems better communication

AM= Damian Silva Rep= Scott Ose

38881 matrix design llc invoice with part delivery - but then, most my involvement involves proto parts,

the production orders come from clients.

AM= Bob Welch Rep= American International

36866 Newberg MFG Faster leadtime on new products

AM= Margaret Spanke Rep= AIE- Oregon

11084 Fluke Corp. Lower lead time for the items stocked locally in Seattle area.

AM=Bob Welch Rep= Anna Minzel

21562 Mikron Infrared, Inc Nothing different. Keep the service excellent as is
35509 Isilon Systems shorter lead times

AM= Jennifer Gill Rep= Karen Mauzey

29437 Parker SSD Drives Quicker response on returning quotes.

AM= Marie Gonzalez Rep= SouthTech Marketing

33578 l-3 Communications expedite your quotes

AM= Jennifer Gill Rep= CDC International

01057 Van Mark Product I can not think of any improvements. I do not have any problems with your
product or
sales team.
37120 ASSIMILATE The service, timeliness, and responsiveness I experienced with this order was
much better
than my previous order. The service then was good, but time it was excellent.
37171 G II Solutions, Inc. Everything always been excellent except for one small mixup (manufacturing
oversight)
that was quickly resolved.
 36

37115 Axiom Worldwide Acknowledge orders quicker. Reduce lead times. Quality is great, but price
reflects it.

AM= Sandy Dick Rep= Moats, Yates, & Associates

37646 Foxconn CZ I have no problem with your services.
37104 Leviton YOU NEED TO DO SOME TRAINNING ON CUSTOMER SERVICE, ;
THERE'S A LOT OF PEOPLE WITH LACK NO EXPERIENCE DEALING WITH
CUSTOMERS.

AM= Bob Welch Rep= American International

38709 Flextronics Be more polite to the customer so we want to deal with you again

AM= Darien Guy Rep= Joye Graves

38880 Fusionio Quotation times could be shortened, Lead times for manufacturing should
streamlined
reduced, although product quality is high cost is also a concern.

AM= Caroleen Baucom Rep= Chris Doyle

11084 Fluke Lower prices Transition more product to Asia

AM= Bob Welch Rep= Anna Minzel

30424 Hirschler Mfg. on-line ordering

AM= Bob Welch Rep= GM Nameplate-WA

38717 J&R Enterprises, Inc. Be more accurate on delivery/final product delivery times. Otherwise a great
experience.

AM= Patti Rozanski Rep= Chris Doyle

38452 Morningwood Faster turnaround on product; more product options
Vineyards
AM= Jill Prestigiacomo Rep= Lisa Coletti
37237 Noah Precision, LLC Color matching of Custom orders from one order to the next was not good.
Make assurances that are more in line with actual product lead times.
Reduced Engineering Charges for minor Custom design changes!

AM= Bob Welch Rep= Anna Minzel

28815 Kent Landsberg.com Just follow the delivery instructions and I'm a happy camper.

AM= Damian Silva Rep= Scott Ose

34850 us micro pc inc read our minds? then we don't have to work!
27926 Flotec Make this survey to reflect more history w/GM and not about "this" one order
24046 Datalogic Scanning, Nothing, GM is a good company to work with.
Inc.
31845 Systemax Mfg Make sure my emails do not get caught in Spam folder!!!!!!

AM= Jennifer Gill Rep= Allied Enterprises

37504 Sunwest Screen Faster product turn-around times.
Graphics
AM= Caroleen Baucom Rep= GM Nameplate-WA
 37

5. Would you recommend GM Nameplate?

Cumulative
Frequency Percent Valid Percent Percent

Valid Yes 115 89.8 94.3 94.3

No 7 5.5 5.7 100.0

Total 122 95.3 100.0

Missing No Response 6 4.7

Total 128 100.0

Response
No 5.70%

Yes 94.30%
 38

Why?

–Those who answered “No” in red.

Cust ID Company Response
36310 InterMedia Prints Pvt Ltd Great team to work with...
28572 Sony Because is a good vendor
36060 AMF Anaheim LLC Excellent supplier
28741 Ossur Foothill Ranch Very satisfied with product
29224 Micro Power Electronics Mostly because of service we receive from Chris Passanante
and Scott Ose.
23525 Preco Electronics Overall good experience
11823 Korry Electronics Took care of our needs and any issues that came up along the
way.
38895 Demmco LLC Excellent service and quailty label...I have already recommended

your company to several clients.

32229 Abbott Diabetes Care Good customer-supplier relationship, technical expertise
37222 flextronics timely shipment and quick to react
38526 TAG Technologies, LLC I am a decal broker. I promote your Dome Graphics
38898 Pegatron Corp. service
27078 Saunatec, Inc. Quality is good. Sales staff are usually efficient and personable.
00117 Beede Electrical good quality and service
Instrument
29819 Sierra Instruments, Inc. The best work quality.
22615 LeeMAH Electronics Solid Service
38755 Pulsed power Pro's
Technologies
30927 Intel Corporation Good product and reliable
00453 General Industries, Inc They provide a good product.
38752 Enodis At this time, I would not. Too slow in what seems to me to be
areas GM should have immediate answers / input.

AM=Caroleen Baucom Rep=Dean Karousos

29701 Bucher Aerospace consistent with product quality and deliver.
29914 Carlisle Interconnect Customer service is excellent.
Tech
38467 G.G. safe - safety according to the above .
 39

solutions ltd
33917 Vishay Semiconductor GM Nameplate is a good company.
Sdn Bhd
36313 Ideal Industries, Inc. good quality
28860 Fischer Custom Comm. GM Nameplate does good quality labels.
11084 Fluke They are always willing to work with our fluctuating demands
38838 Elkay Manufacturing Customer service and responsiveness
00639 Lutron Electronics Co. Good quality, good customer service, never late on an order
38881 matrix design llc you guys never let me down
36127 Spectra Symbol Standard of quality
Corporation
36866 Newberg MFG Solid company with good product.....just have a very long
leadtime....
11084 Fluke Corp. Quick response
21562 Mikron Infrared, Inc For Customer Service, Quality pricing and delivery
27284 Nelson Nameplate Very nice people to work with.
26261 Anritsu Corp Reliability and quality are excellent.
27314 Microscan Industry Leader, proven track record
29437 Parker SSD Drives Inc. YES - good quality NO -slow response on quotes & lead-time

AM= Marie Gonzalez Rep=SouthTech Marketing

38518 Ultimate Survival Tech Depends on the product. There are many products that GM
produces that are very good.
21090 M/A-Com Inc. Lead time on orders
33578 l-3 Communications good work
33071 Panduit Corp Burr Ridge Diana Starnes was of tremendous help!
IL
01057 Van Mark Product Superior product, great sales team, and excellent lead time.
37011 Jabil Circuit quick and reliable
37120 ASSIMILATE Quality work and good service.
37115 Axiom Worldwide Quality is an overriding concern and GM Nameplate = Quality.
35409 Tomotherapy easy to work with
37646 Foxconn CZ Reliabilty
37104 Leviton POOR SERVICE DELAYED ORDERS

AM=Bob Welch Rep=American International

38709 Flextronics You guys need to be more polite on every call and on every e-
mail

AM=Darien Guy Rep=Joye Graves

38880 Fusionio Expertise and quality.
01240 Hirzel-Jones Assoc. FAST DELY. GOOD PRICE
11084 Fluke Expertise, knowledge
30424 Hirschler Mfg. Quality product, good customer service.
38717 J&R Enterprises, Inc. Expertise and quality of staff in Beaverton.
37932 ASML Optics For all that you have done work for us over many years,
our needs have typically been modest, but what we have
had has always been good.
38452 Morningwood Vineyards US Made, very satisfied with product and service
34860 Byers Peak, Inc Same reasons as mentioned in question #3 above
34146 KEYMASTER/BRUKER MAKE A QUALITY PRODUCT
HANDHELD
 40

37237 Noah Precision, LLC Did not believe that the overall experience and product quality
was worth the cost and delivery delay. Sales Representative
presents an excellent "can do" sales pitch not backed up by
overall
pricing, quality and job time completion of your company's
production efforts.

AM=Bob Welch Rep=Anna Minzel

28815 Kent Landsberg.com They get me what I need..
34850 us micro pc inc they do it the right way first time abd if not they work to get it
right.
36079 Venture corp limited Provide great sales service
27926 Flotec Good Help Good Product Good Pricing Good Delivery.
I have worked w/GM for 17 years
24046 Datalogic Scanning, Inc. Quality; responsivness; customer service is all very good.
31845 Systemax Mfg Good Quality/Service
28815 Kent H. Landsberg Great customer service-
Company
35403 Drum Workshop, Inc. precedent
37504 Sunwest Screen Good, knowledgeable poeople to work with
Graphics
38776 Silicon Mechanics Good quality, fair price, good turn around time.

6. Is there anything else you would like to share about your experience, trends
you're seeing in your industry, changes in your business, etc., that will help us
serve you better?

-Improvements in red.
Cust ID Company Response
36310 InterMedia Prints Pvt A special word of thanks for Damian Silva for being extremely
Ltd responsive to our
requirements! And to Karen Mauzey for helping us out of difficult
situations..
29224 Micro Power Electronics Seattle division is slow to respond to requests from us. We order through

San Jose division who is much more attentive.

AM=Patti Rozanski Rep=Oregon House

11823 Korry Electronics Bob Welch managed a very difficult development. A pleasure to work
with him.
38895 Demmco LLC Labels with sounds or recorded images

AM= Marie Gonzalez Rep=Alex Wrigley

38526 TAG Technologies, LLC I suggest you look into a digital cutter for short run orders in order to
avoid
the expensive tooling costs.

AM= Caroleen Baucom Rep= Dean Karousos

38898 Pegatron Corp. Not at this moment
29819 Sierra Instruments, Inc. You're doing a great job now.
00453 General Industries, Inc Nothing at this time
29701 Bucher Aerospace Like to see in quoting process options on, quantity automatically
due to our history with GM.
 41

AM= Paul Michaels Rep=GM Nameplate-WA

36313 Ideal Industries, Inc. high costs are driving us offshore, get an offshore facility.

AM=Patti Rozanski Rep= Lloyd Roberts

38838 Elkay Manufacturing We haven't really finalized our project with GM nameplate at this time.
We are still in process.

AM=Caroleen Baucom Rep= Open Territory

38881 Matrix Design llc keep up the good work with proto parts
36866 Newberg MFG Need to be able to react faster to customer demands.
This is an expectation from our customers and therefore we pass that to
you…

AM= Margaret Spanke Rep= AIE-Oregon

11084 Fluke Corp. Cheri Schulz is great working with
21562 Mikron Infrared, Inc Nothing. Keep as is
35509 Isilon Systems Nothing else
21090 M/A-Com Inc. Not at this time.
01057 Van Mark Product None at this time.
38880 Fusionio I must compliment, Chris Doyle, Caroleen Baucom & Kevin in NC.
They have the can do attitude. Things to improve:
1. Quote turnaround 2. Manufacturing Lead times 3. Reduce cost
AM=Caroleen Baucom Rep=Chris Doyle
11084 Fluke Supplier consolidation and pricing pressures

AM=Bob Welch Rep= Anna Minzel

38717 J&R Enterprises, Inc. American business has a general problem there seems to be a passing
of
responsibility for delays onto someone else. No one seems to want to
admit
that they were wrong or to set deadlines and keep them. This is not just
GM Nameplate or Elite Plastics problem this is an industry trend from
marketing
to manufacturing. Accountability has gone out the window. We are a
society of
excuse makers that is why the Japanese have overcome us they work
until
things are done and don't blame the customer because something didn't
get
accomplished. DOn't get us wrong our experience with Elite Plastics has
be
great and I believe that your company is on the right track. Just continue
to
be customer service oriented and remember that our forefarthers did
not get
this country where it is by shifting blame or not being accountable.

AM= Patti Rozanski Rep= Chris Doyle

37932 ASML Optics As our product needs are so modest regarding GMN, we do not interface
much
with your industry - Where I have marked NA above, it is because I don't
have a
basline to compare against... From our perspective, the customer, what
is the
difference between a sales person and an account manager - Does the
customer
always know the title of the person they are speaking to?
 42

AM= Darien Guy Rep= Joye Graves

38452 Morningwood Vineyards Like everywhere, things are tightening up. I would like to see more ways
to
control costs without sacrificing quality and maybe some value add
services
included in overall costs.

AM= Jill Prestigiacomo Rep= Lisa Coletti

37237 Noah Precision, LLC Once an order has been received by GM Nameplate, an
acknowledgement should
be sent to customer stating any changes that need to be made to the
Customer's
Purchase Order. If an order requires an 'expedite fee' this should be
stated directly
after receiving the Purchase Order rather than "trapping" the Customer
into the
"Expedite Fee" near the time of the Customer's anticipated Dock Date
for the order!

AM= Bob Welch Rep= Anna Minzel

38865 Austin Technologies< Jason Richter is an excellent Account !!
Inc
37504 Sunwest Screen Pricing is fairly high, with any little extras (rush charges, modifications)
Graphics being extra.
Being in the same industry we see this as not acceptable to our
customers anymore.
They expect what they want, when they want it, for the price they want,
or they
will find someone else. Continued support from our suppliers is what we
need to
continue servicing our customers.
AM= Caroleen Baucom Rep= GM Nameplate - WA
31488 Tyco Electgronics Nothing at this time.
 43

Responses by Industry

25

20
Percentage (%)

15

10

0
AERO
ELEC

OFF
AUTO

TELE

HOME
MED

USA

AD

FOOD
APPL

INT

SG
COMP

AV

MUS

WINE
CM

TM

IM

Industry

Industry Responses
ELEC 23
CM 21
TM 19
COMP 15
MED 13
AERO 7
IM 6
APPL 3
AV 3
USA 3
AD 2
AUTO 2
MUS 2
TELE 2
WINE 2
FOOD 1
HOME 1
INT 1
OFF 1
SG 1