Overall Survey Results:

PBS Animal Health/Dairy Health USA Customer Survey

Please take a moment to rate your shopping experience at PBS Animal Health/Dairy Health USA

How satisfied are you overall with this purchase experience at PBS Animal Health/Dairy Health USA?

1 = n/a , 2 = Not at all , 3 = A little bit , 4 = Somewhat , 5 = Quite a bit , 6 = Highly

Number of
Responses

Rating
Score*

723

5.4

*The Rating Score is the weighted average calculated by dividing the sum of all weighted ratings by the number of total responses.

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1 = n/a , 2 = Not at all , 3 = A little bit , 4 = Somewhat , 5 = Quite a bit , 6 = Highly

1	2	3	4	5	6
1 (<1%)	3 (<1%)	9 (1.2%)	61 (8.4%)	274 (37.9%)	375 (51.9%)

Hold the mouse over each color of the bar to see the number of respondents.

Number of
Responses

Rating
Score*

8.4%

37.8%

51.8%

723

5.4

How likely are you to recommend PBS Animal Health/Dairy Health USA?

1 = n/a , 2 = Not at all , 3 = A little bit , 4 = Somewhat , 5 = Quite a bit , 6 = Highly

Number of
Responses

Rating
Score*

723

5.5

*The Rating Score is the weighted average calculated by dividing the sum of all weighted ratings by the number of total responses.

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1 = n/a , 2 = Not at all , 3 = A little bit , 4 = Somewhat , 5 = Quite a bit , 6 = Highly

1	2	3	4	5	6
1 (<1%)	2 (<1%)	8 (1.1%)	58 (8.0%)	218 (30.2%)	436 (60.3%)

Hold the mouse over each color of the bar to see the number of respondents.

Number of
Responses

Rating
Score*

8.0%

30.1%

60.3%

723

5.5

How likely are you to purchase from this online merchant the next time you are in the market to buy this type of product?

1 = n/a , 2 = Not at all , 3 = A little bit , 4 = Somewhat , 5 = Quite a bit , 6 = Highly

Number of
Responses

Rating
Score*

718

5.6

*The Rating Score is the weighted average calculated by dividing the sum of all weighted ratings by the number of total responses.

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1 = n/a , 2 = Not at all , 3 = A little bit , 4 = Somewhat , 5 = Quite a bit , 6 = Highly

1	2	3	4	5	6
0 (0.0%)	1 (<1%)	12 (1.7%)	38 (5.3%)	182 (25.3%)	485 (67.5%)

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Number of
Responses

Rating
Score*

5.2%

25.3%

67.5%

718

5.6

How much did you spend on this purchase? (Including shipping, handling and taxes)

	Number of Responses
	655

When do you expect all of the items in your order to be delivered?

Answer

100%

Number of
Responses

Response
Ratio

Today

<1%

Tomorrow

8.1%

2 days

171

23.2%

3 days

139

18.8%

4-5 days

238

32.2%

6-7 days

10.8%

1 to less than 2 weeks

3.3%

2 to less than 3 weeks

<1%

3 to less than 4 weeks

0.0%

4 to less than 6 weeks

0.0%

6 to less than 8 weeks

0.0%

About 2 months

<1%

About 3 months

0.0%

No Responses

2.3%

Totals

737

100%

Was this purchase made primarily for personal / leisure purposes, or for business purposes?

Answer

100%

Number of
Responses

Response
Ratio

Personal/Leisure

211

28.6%

Business

515

69.8%

No Responses

1.4%

Totals

737

100%

How satisfied are you with each of the following aspects of this purchase?

1 = n/a , 2 = Not at all , 3 = A little , 4 = Somewhat , 5 = Quite a bit , 6 = Highly

Answer

Number of
Responses

Rating
Score*

Overall look and design of site

717

5.2

Ease of finding what you're looking for

718

5.1

Selection of products

718

5.3

Clarity of product information

715

5.3

Prices relative to other online merchants

713

5.1

Variety of shipping options

712

4.8

Shipping charges

711

4.8

Charges stated clearly before order submission

718

5.3

*The Rating Score is the weighted average calculated by dividing the sum of all weighted ratings by the number of total responses.

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1 = n/a , 2 = Not at all , 3 = A little , 4 = Somewhat , 5 = Quite a bit , 6 = Highly

Answer	1	2	3	4	5	6
Overall look and design of site	5 (<1%)	4 (<1%)	18 (2.5%)	81 (11.3%)	343 (47.8%)	266 (37.1%)
Ease of finding what you're looking for	4 (<1%)	11 (1.5%)	41 (5.7%)	109 (15.2%)	242 (33.7%)	311 (43.3%)
Selection of products	7 (<1%)	4 (<1%)	11 (1.5%)	79 (11.0%)	289 (40.3%)	328 (45.7%)
Clarity of product information	5 (<1%)	5 (<1%)	15 (2.1%)	86 (12.0%)	267 (37.3%)	337 (47.1%)
Prices relative to other online merchants	17 (2.4%)	4 (<1%)	16 (2.2%)	102 (14.3%)	270 (37.9%)	304 (42.6%)
Variety of shipping options	31 (4.4%)	25 (3.5%)	32 (4.5%)	112 (15.7%)	254 (35.7%)	258 (36.2%)
Shipping charges	14 (2.0%)	50 (7.0%)	54 (7.6%)	128 (18.0%)	189 (26.6%)	276 (38.8%)
Charges stated clearly before order submission	6 (<1%)	17 (2.4%)	14 (1.9%)	51 (7.1%)	228 (31.8%)	402 (56.0%)

Hold the mouse over each color of the bar to see the number of respondents.

Answer

Number of
Responses

Rating
Score*

Overall look and design of site

11%

48%

37%

717

5.2

Ease of finding what you're looking for

15%

34%

43%

718

5.1

Selection of products

11%

40%

46%

718

5.3

Clarity of product information

12%

37%

47%

715

5.3

Prices relative to other online merchants

14%

38%

43%

713

5.1

Variety of shipping options

16%

36%

712

4.8

Shipping charges

18%

27%

39%

711

4.8

Charges stated clearly before order submission

32%

56%

718

5.3

Including this order, how many online purchases have you made from this online merchant in the last six months?

Answer

100%

Number of
Responses

Response
Ratio

1st ever online purchase from merchant

271

36.7%

1st online purchase from merchant in last 6 months

142

19.2%

2-5

259

35.1%

6-10

4.2%

11-15

1.0%

16-20

0.0%

More than 20

1.8%

No Responses

1.6%

Totals

737

100%

Please tell us a little bit about yourself.

Gender

Answer

100%

Number of
Responses

Response
Ratio

Male

328

44.5%

Female

381

51.6%

No Responses

3.7%

Totals

737

100%

Age

Answer

100%

Number of
Responses

Response
Ratio

Under 13

0.0%

13-17

0.0%

18-24

2.1%

25-29

2.4%

30-34

4.0%

35-39

7.7%

40-44

10.4%

45-49

101

13.7%

50-54

138

18.7%

55-59

115

15.6%

60-64

10.0%

65 or over

11.9%

No Responses

3.1%

Totals

737

100%

Annual Household Income

Answer

100%

Number of
Responses

Response
Ratio

Under $20K

5.2%

$20K to less than $30K

6.7%

$30K to less than $40K

7.4%

$40K to less than $50K

10.0%

$50K to less than $60K

9.3%

$60K to less than $75K

10.7%

$75K to less than $100K

11.9%

$100K to less than $150K

9.4%

$150K to less than $200K

4.2%

$200K or higher

3.7%

No Responses

154

20.8%

Totals

737

100%

Education

Answer

100%

Number of
Responses

Response
Ratio

Less than high school

<1%

High school graduate

179

24.2%

Some college

241

32.7%

Bachelor's degree

145

19.6%

Graduate degree

111

15.0%

No Responses

7.7%

Totals

737

100%

Marital Status

Answer

100%

Number of
Responses

Response
Ratio

Single/never married

6.5%

Married

551

74.7%

Divorced/separated

4.8%

Widowed

2.9%

Domestic Partnership

3.6%

No Responses

7.1%

Totals

737

100%

Ethnicity or Origin

Answer

100%

Number of
Responses

Response
Ratio

African-American

<1%

American Indian, Eskimo or Aleut

1.2%

Asian or Pacific Islander

<1%

Caucasian

591

80.1%

Hispanic or Latino

1.7%

Native Hawaiin or other Pacific Islander

0.0%

Mixed Race

<1%

Other

1.8%

Prefer not to answer

6.1%

No Responses

7.4%

Totals

737

100%

Region

Answer

100%

Number of
Responses

Response
Ratio

Midwest

257

34.8%

Northeast

213

28.9%

Southeast

11.5%

Southwest

5.9%

West

11.5%

No Responses

7.1%

Totals

737

100%

Please share your comments and questions below to help us serve you better. Thank you.

	Number of Responses
	229

If you would like a response to your comments or questions, feel free to leave your name and email address in the fields below and we'll respond to you shortly!

Answer	Number of Responses
First Name	127
Last Name	123
Email Address	127

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