Are Amaril Uniform Company Customer’s Satisfied with the Current Communication Methods? Kathy Catalano May 14, 2007

Amaril Uniform Company Started in 2000 Sell flame resistance garments to small, medium and Fortune 500 companies  Embroider services  Fitting services  Custom tailoring services

Problem Amaril Uniform Company does not know  Whether the customer is satisfied with the order and fulfillment process  Whether the customer has a preferred communication method (in-person, fax, , or US mail)  Whether the customer would like a single point of contact

Goals for Research Determine the customer’s satisfaction level with the current communication practices when ordering Identify the customer’s preferred communication method Discover whether the customer would like a single point of contact

Research Question “Are the Amaril Customers satisfied with the order and fulfillment communication process?”

Survey Methodology US mail survey  Not all customers have Sample size = 150 out of 400 customer’s who placed and received order in 2006 Type of questions  5 point scale  Open ended questions

Results 80 out of 150 customers responded 53% response rate

Overall, how satisfied are you with communication from Amaril Uniform Company? 95% of the respondents satisfied or very satisfied with communication Average of responses: 4.5 on a scale of 1-5

Overall, how satisfied are you with the service you receive from Amaril Uniform Company? 96% were satisfied or very satisfied with statement Average of response:4.6

Most preferred communication method for order information from Amaril Uniform Company ?

Would you prefer a single point of contact from Amaril Uniform Company for all communications? 59% responded yes 11% responded no 31% responded unsure

How likely would you be to order flame resistant garments via an Amaril website? 31% responded very likely 39% responded likely 31% responded neither unlikely or likely 14% responded unlikely 10% responded very unlikely

Significant Findings Amaril customers Are satisfied with the current communication practices Have a current communication preference  Telephonic, , in-person Would prefer a single point of contact

Research Question “Are the Amaril Customer satisfied with the order and fulfillment communication process?” Yes

Recommendations Continue to utilize the current communication practices Consider how to integrate a single point of contact into the existing business model Further research to understand how to integrate the Internet as a communication method

Questions?