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*

409

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
0 (0.0%)	3 (<1%)	3 (<1%)	33 (8.1%)	150 (36.7%)	220 (53.8%)

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Number of
Responses

Rating
Score*

8.0%

36.6%

53.7%

409

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*

408

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
0 (0.0%)	0 (0.0%)	5 (1.2%)	31 (7.6%)	119 (29.2%)	253 (62.0%)

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

Number of
Responses

Rating
Score*

7.5%

29.1%

62.0%

408

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*

407

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%)	7 (1.7%)	21 (5.2%)	99 (24.3%)	279 (68.6%)

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Number of
Responses

Rating
Score*

5.1%

24.3%

68.5%

407

5.6

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

	Number of Responses
	384

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

Answer

100%

Number of
Responses

Response
Ratio

Today

<1%

Tomorrow

10.0%

2 days

20.7%

3 days

17.4%

4-5 days

143

34.1%

6-7 days

10.9%

1 to less than 2 weeks

2.6%

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

3.1%

Totals

419

100%

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

Answer

100%

Number of
Responses

Response
Ratio

Personal/Leisure

129

30.7%

Business

281

67.0%

No Responses

2.1%

Totals

419

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

406

5.2

Ease of finding what you're looking for

406

5.2

Selection of products

406

5.3

Clarity of product information

403

5.3

Prices relative to other online merchants

404

5.1

Variety of shipping options

404

4.8

Shipping charges

405

4.7

Charges stated clearly before order submission

407

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	2 (<1%)	3 (<1%)	8 (2.0%)	42 (10.3%)	200 (49.3%)	151 (37.2%)
Ease of finding what you're looking for	2 (<1%)	5 (1.2%)	23 (5.7%)	56 (13.8%)	134 (33.0%)	186 (45.8%)
Selection of products	3 (<1%)	4 (<1%)	6 (1.5%)	43 (10.6%)	166 (40.9%)	184 (45.3%)
Clarity of product information	3 (<1%)	2 (<1%)	9 (2.2%)	39 (9.7%)	161 (40.0%)	189 (46.9%)
Prices relative to other online merchants	11 (2.7%)	2 (<1%)	11 (2.7%)	54 (13.4%)	158 (39.1%)	168 (41.6%)
Variety of shipping options	22 (5.4%)	16 (4.0%)	18 (4.5%)	66 (16.3%)	143 (35.4%)	139 (34.4%)
Shipping charges	8 (2.0%)	36 (8.9%)	31 (7.7%)	81 (20.0%)	102 (25.2%)	147 (36.3%)
Charges stated clearly before order submission	4 (<1%)	9 (2.2%)	9 (2.2%)	34 (8.4%)	127 (31.2%)	224 (55.0%)

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

10%

49%

37%

406

5.2

Ease of finding what you're looking for

14%

33%

46%

406

5.2

Selection of products

11%

41%

45%

406

5.3

Clarity of product information

10%

40%

47%

403

5.3

Prices relative to other online merchants

13%

39%

42%

404

5.1

Variety of shipping options

16%

35%

34%

404

4.8

Shipping charges

20%

25%

36%

405

4.7

Charges stated clearly before order submission

31%

55%

407

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

150

35.7%

1st online purchase from merchant in last 6 months

20.5%

2-5

147

35.0%

6-10

3.8%

11-15

<1%

16-20

0.0%

More than 20

1.9%

No Responses

2.1%

Totals

419

100%

Please tell us a little bit about yourself.

Gender

Answer

100%

Number of
Responses

Response
Ratio

Male

180

42.9%

Female

218

52.0%

No Responses

5.0%

Totals

419

100%

Age

Answer

100%

Number of
Responses

Response
Ratio

Under 13

0.0%

13-17

0.0%

18-24

2.8%

25-29

3.5%

30-34

4.5%

35-39

7.6%

40-44

11.4%

45-49

11.2%

50-54

17.6%

55-59

16.4%

60-64

9.3%

65 or over

10.7%

No Responses

4.5%

Totals

419

100%

Annual Household Income

Answer

100%

Number of
Responses

Response
Ratio

Under $20K

5.4%

$20K to less than $30K

6.4%

$30K to less than $40K

7.3%

$40K to less than $50K

11.6%

$50K to less than $60K

10.9%

$60K to less than $75K

11.4%

$75K to less than $100K

10.0%

$100K to less than $150K

9.7%

$150K to less than $200K

3.8%

$200K or higher

3.3%

No Responses

19.5%

Totals

419

100%

Education

Answer

100%

Number of
Responses

Response
Ratio

Less than high school

<1%

High school graduate

23.1%

Some college

138

32.9%

Bachelor's degree

18.3%

Graduate degree

15.5%

No Responses

9.5%

Totals

419

100%

Marital Status

Answer

100%

Number of
Responses

Response
Ratio

Single/never married

7.6%

Married

309

73.7%

Divorced/separated

5.4%

Widowed

2.1%

Domestic Partnership

3.3%

No Responses

7.6%

Totals

419

100%

Ethnicity or Origin

Answer

100%

Number of
Responses

Response
Ratio

African-American

<1%

American Indian, Eskimo or Aleut

1.1%

Asian or Pacific Islander

<1%

Caucasian

335

79.9%

Hispanic or Latino

1.6%

Native Hawaiin or other Pacific Islander

0.0%

Mixed Race

<1%

Other

2.1%

Prefer not to answer

6.2%

No Responses

7.3%

Totals

419

100%

Region

Answer

100%

Number of
Responses

Response
Ratio

Midwest

145

34.6%

Northeast

121

28.8%

Southeast

10.9%

Southwest

7.1%

West

11.4%

No Responses

6.9%

Totals

419

100%

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

	Number of Responses
	141

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	74
Last Name	71
Email Address	73

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