LMA Consulting Group, Inc. Amazon Effect Survey
Thank you for taking the Amazon Effect Survey. Our research is intended to determine the impact mega distributor Amazon and companies like Amazon are having on manufacturing and distribution companies.

Please take a few moments to take the survey. We appreciate your contribution and look forward to sharing the results in a few months.

Sincerely,

Lisa Anderson, MBA CSCP - The Manufacturing Connector
LMA Consulting Group
 
1.

How has Amazon and companies like Amazon altered your customer's expectations?

No impact at all
Slight impact on expectations
Noticeable impact on expectations
Greatly impacted expectations
Other  
  • Comment:

  • 500 characters left.
2.
What types of service support can your customers do on your Website?
View products and services
Order products and services
Track order progress
Manage returns
Pay invoices
None of the above
Other  
  • Comment:

  • 500 characters left.
3.

With respect to your Website, where do you see a gap in what your customers expect and what they experience?

 Doesn't Meet Expectations Meets Expectations Exceeds Expectations   
View products and services   
Order products and services   
Track order progress   
Manage returns   
Pay invoices   
Other (add comment below)   
  • Comment:

  • 500 characters left.
4.

In which of the following areas do you see your customers increasing their service expectations? (Choose all that apply)

Access-24/7 online to orders, products, status, etc.
Order/Product customization
Order tracking
Payment options
Delivery
Pricing
Support - Service, Sales, Technical, etc.
Other  
  • Comment:

  • 500 characters left.
5.

How have customer expectations in the following categories changed in the past three years:

 Not applicable Stayed the same Increased slightly Increased moderately Increased substantially 
Delivery/lead time
Product choices
Order tracking capabilities
Increased pre-sale and post-sale service and support
Price negotiation and comparison
Customization of order
Returns policies
Other (add to comments field below)
  • Comment:

  • 500 characters left.
6.
Which of the following is most important to your customers (Rank from least to most valued)?

(1 = Least Valued)
 
Payment flexibility
Track order progress
Delivery/shipping flexibility
24/7 online access to ordering
Sales support 24/7
Easy returns process
Pricing options
Expedited delivery
Quality guarantee
Online customer order management
  • Comment:

  • 500 characters left.
7.

In response to increasing customer expectations, how have you supported this change? (select all that apply)

Additional customer service staff
Extended hours
e-commerce software
Redesigned Website
Implement CRM processes and software
Providing more data
Implemented improvement programs such as lean or SIOP
Not applicable - my customers have not altered their expectations
Other  
8.

In servicing your customers, which of the following do your customers provide?

 Never asked Already provide Likely to provide   
Forecast   
Demand data   
Promotions or other marketing events   
Service performance   
Competitive intelligence   
Returns   
Other (add item to the comments field)   
  • Comment:

  • 500 characters left.
9.

Looking to the future, which of the following are you considering to help you succeed in meeting/ exceeding customer expectations?  

  


 Will not consider Not considering at this time Considering Researching how to include Already in the works 
Data collection and sharing
Upgrading data collection and analysis abilities
Adding/upgrading ERP system
Adding/upgrading e-commerce software
Upgrading warehousing and distribution processes
Upgrading delivery systems
Hiring/training workers on CRM
Technology infrastructure
Other (list below in comments field)
  • Comment:

  • 500 characters left.
10.

Which of the following best describes how you use the customer data that is captured?

Spreadsheet analysis using data
Reports writers
Business intelligence tools
Big data
Not utilizing the data
Other  
  • Comment:

  • 500 characters left.
11.
What is your single greatest challenge in meeting customer expectations in the future?
Unable to identify what customers want
Budget and costs associated with changes
Lack of leadership to improve services
Manpower deficiencies/lack of training
Lack of data collection/analysis
Out-of-date systems
Lack of resources
Other  
  • Comment:

  • 500 characters left.
12.

How has the "Amazon Effect" impacted your business? (please describe below) 

 

350 characters left.
13.

Which of the following best describes your title and/or job function? 

CEO/Owner/President
CFO/Accounting
COO/Operations
Human Resources
Sales/Marketing
Other  
14.

How would you describe the main type of business performed at your company? 

3PL
Distribution
Manufacturing
Service
Transportation
Healthcare
Other  
15.
What is the annual revenue for your business?
Under $5 million
$5 - 10 million
$10 - 25 million
$25 - 50 million
$50 - 100 million
$100 - 200 million
Over $200 million
Other  
16.
Thank you for your responses. We also like to do follow-up to some of the surveys to gather more qualitative data. May we contact you if needed? If yes, please enter the information indicated below. If no, skip this question and submit your answers.

Thank you for your participation!

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