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  1. Surveys
  2. 2016
  3. November
  4. C
  5. crcDASH Usage Study: EXT

crcDASH Usage Study: EXT

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As an ASSA ABLOY customer, we value your feedback and opinions. We want to make sure the tools we provide you are delivering the best possible experience, so we are conducting a brief survey on our customer portal crcDASH. The survey should take no more than 10 minutes to complete and all answers will be reported anonymously. The first 400 individuals to qualify and complete it by November 30th will receive a $10 Amazon gift code via email as a thank you (no purchase necessary).
 
Your opinions are very important to us. Let's get to it!  
 
 
 
 
Where do you currently reside?
 
 
USA
 
Canada
 
Other
 
 
 
In what state do you currently reside? (Use drop down list below)
 
 
 
 
Which of the following best describes the organization you work for?
 
Distributor (Contract Hardware)
 
Distributor (Wholesale)
 
Facility/Institution
 
General Contractor
 
Installing Company (Locksmith, System Integrator, Gate & Fence etc.)
 
Lumberyard/Millwork
 
OEM (software)/Manufacturer
 
Retailer
 
Other
 
 
 
 
Which of the following best describes your role?
 
Accounting/Finance
 
Administrative
 
Customer Service/Tech Support
 
Estimating/Quoting
 
General Management
 
Installer
 
Operations
 
Owner/C-level Executive
 
Project Management
 
Purchasing
 
Sales
 
Other
 
 
 
 
Approximately how many employees work at your location?
 
10 or less
 
11-25
 
26-100
 
More than 100
 
Don’t know
 
Refused
 
 
 
How long have you worked for your current company?
 
Less than 1 year
 
1 year to less than 3 years
 
3 years to less than 5 years
 
5 years to less than 10 years
 
10 years or more more
 
Refused
 
 
 
Does your company buy directly from any ASSA ABLOY brand or company (such as Adams Rite, Ameristar, Curries, Emtek, Medeco, Sargent, Yale, etc.)?
 
Yes
 
No
 
 
 
How familiar are you with ASSA ABLOY’s online customer portal crcDASH?
 
I’ve never heard of it
 
I’ve heard of it but never used it personally
 
I use it less than once a month
 
I use it once or twice a month
 
I use it at least once a week
 
I use it at least once a day
 
I use it multiple times a day
 
 
 
Which of the following best describes your crcDASH login account?
 
I have my own unique login account
 
I use a login account that is associated with someone else in the company
 
I use a login account that belongs to someone who is no longer with the company
 
 
 
To the best of your knowledge, what level of access do you have on the portal?
 
Default: I can view order status information
 
Limited: I can view order status and order entry information
 
A/P: I can view order status, order entry, CCFs and RGAs, acknowledgements, online payments and invoices
 
Full Access: I can view all order and financial information including sales data
 
Don't know
 
 
 
What is your primary reason for using crcDASH? (Please pick up to 3)
 
Place an online order
 
Check order status
 
Get tracking number
 
View acknowledgement
 
Expedite an order
 
View order history
 
Complete a CCF/RGA return
 
Retrieve an invoice
 
Make a payment
 
Retrieve a credit memo
 
View account statement
 
Check lead times
 
Review quotes
 
Get materials (such as Price Books, Buying Programs, Collateral Materials, Templates, etc.)
 
Other
 

 
 
 
Overall, how satisfied are you with ASSA ABLOY’s crcDASH portal and its ability to meet your needs?
 
1 Not at all satisfied
 
2
 
3
 
4
 
5
 
6
 
7
 
8
 
9
 
10 Completely satisfied
 
 
 
Why are you less than completely satisfied with crcDASH? Please be as detailed as possible…
   
 
 
Please tell us how satisfied you are with the information provided to you via crcDASH.
1 Not at all Satisfied 2 3 4 5 6 7 8 9 10 Completely Satisfied Don't know/Don't Use
Order management/extended tracking
Question Orders (COMET)
Invoices
Payments
Account Statements
Customer Care Forms
Return Good Authorizations
Credit Memos
Consolidated Quotes
Projects
1 Not at all Satisfied 2 3 4 5 6 7 8 9 10 Completely Satisfied Don't know/Don't Use
Monthly Sales
Online Order Entry
Lead Times
Buying Programs
Price Books
Templates
Collateral Materials
 
 
 
Of the following, what would most improve your experience with crcDASH? (Pick up to 3)
Management
 
Ability to administer and manage crcDASH logins at your company
 
Consolidate ASSA ABLOY brand account numbers where duplicated
 
Create mobile-friendly version of the portal
 
Standardize processes and terminology across ASSA ABLOY brands
Organization
 
Simplify the interface requiring less ‘clicks’ to get information
 
Allow users to customize the home screen view so it only shows information/areas you are interested in
 
Offer ability to view a ‘Master’ account with all orders regardless of location/branch
 
Allow multiple windows to be open at one time
 
Expand reporting/viewing capabilities - such as ‘View all CCFs’, ‘View all Expedites’, ‘View all Q-HOLDS’, etc.
Information
 
Show information that reflects all customer communications within the last 12 hours
 
Update orders so that they reflect all changes rather than offering separate acknowledgments
 
Access collateral material such as advertisements and photos
 
Direct links to appropriate ASSA ABLOY factory contacts
 
Offer search functionality by part number/brand
 
Offer ‘Smart’ or ‘Quick’ search that returns options using partial terms/numbers
Communication
 
Orders, acknowledgements and invoices break out list price, discount and net cost
 
Preview orders that reflect Buying Program, freight cost, etc.
 
Offer training and updates on available portal services
 
Offer automatic alerts/notifications, confirming request received and/or status change for things such as orders, expedites, Q-faxes, CCFs/RGAs, credit memos, etc.
 
Ability to create distribution lists for alerts/notifications

 
 
 
If crcDASH offered alerts or automatic notifications, how would you prefer to receive them?
 
I’m not interested in alerts
 
Text
 
Email
 
Via my company system/ERP
 
Other
 
 
 
To what extent do you agree or disagree with the following statements?
Strongly Disagree Disagree Neither Agree or Disagree Agree Strongly Agree N/A
I prefer to talk to a person rather than use an online system because I can be sure my question/issue is being taken care of.
I prefer to go online for order information whenever possible.
A 24-hour delay for information is acceptable for my needs.
Everything is moving towards online ordering.
Using an outside vendor’s system requires a lot of extra work on my end.
 
 
To what extent do you agree or disagree with the following statements?
Strongly Disagree Disagree Neither Agree or Disagree Agree Strongly Agree N/A
Offering crcDASH as a tool has improved my customer experience.
I trust crcDASH to show timely/current order information.
It is faster to order from the factory directly than to go online and place an order via crcDASH.
I find crcDASH difficult to use.
I find that I usually have to call directly to the factory to get my order questions answered.
It is more convenient for me to call my sales rep to get information or status on orders than use crcDASH.
I trust crcDASH to show accurate order information.
I trust crcDASH to show complete order information.
 
 
 
What is the one thing that ASSA ABLOY could do to improve crcDASH that would encourage you to use the online portal more? (For example, this could be an added feature or an improvement to something that already exists)
   
 
 
 
Which of the following best describes your reason for not using crcDASH?
 
I wasn’t aware that this customer portal existed
 
I don’t have/don’t remember my login
 
I haven’t received any training on it
 
Someone else in my office handles it
 
It takes too long/quicker to get this information elsewhere
 
It’s too hard to find the information I want
 
Information is incomplete/inconsistent
 
Information is outdated
 
The information that I want is not available
 
I don’t like going online, I prefer to talk to someone directly
 
I only consult my company’s internal systems
 
Other
 
 
 
To what extent do you agree or disagree with the following statements?
Strongly Disagree Disagree Neither Agree or Disagree Agree Strongly Agree N/A
Using an outside vendor’s system requires a lot of extra work on my end.
I prefer to go online for order information whenever possible.
I prefer to talk to a person rather than use an online system because I can be sure my question/issue is being taken care of.
A 24-hour delay for information is acceptable for my needs.
Everything is moving towards online ordering.
 
 
 
When interacting with an ASSA ABLOY brand company, what information do you find yourself seeking most often? (Please pick up to 3)
 
Placing an order
 
Checking order status
 
Requesting a tracking number
 
Requesting acknowledgements
 
Expediting an order
 
Requesting order history
 
Completing a CCF/RGA return
 
Retrieving an invoice
 
Making a payment
 
Requesting a credit memo
 
Requesting an account statement
 
Checking lead times
 
Requesting quotes
 
Requesting materials (such as Price Books, Buying Programs, Collateral Materials, Templates, etc.)
 
Other
 

 
 
 
When interacting with an ASSA ABLOY brand company, what information do you find yourself seeking most often? (Please pick up to 3)
Management
 
Ability to administer and manage crcDASH logins at your company
 
Consolidate ASSA ABLOY brand account numbers where duplicated
 
Create mobile-friendly version of the portal
 
Standardize processes and terminology across ASSA ABLOY brands
Organization
 
Simplify the interface requiring less ‘clicks’ to get information
 
Allow users to customize the home screen view so it only shows information/areas you are interested in
 
Offer ability to view a ‘Master’ account with all orders regardless of location/branch
 
Allow multiple windows to be open at one time
 
Expand reporting/viewing capabilities - such as ‘View all CCFs’, ‘View all Expedites’, ‘View all Q-HOLDS’, etc.
Information
 
Show information that reflects all customer communications within the last 12 hours
 
Update orders so that they reflect all changes rather than offering separate acknowledgments
 
Access collateral material such as advertisements and photos
 
Direct links to appropriate ASSA ABLOY factory contacts
 
Offer search functionality by part number/brand
 
Offer ‘Smart’ or ‘Quick’ search that returns options using partial terms/numbers
Communication
 
Orders, acknowledgements and invoices break out list price, discount and net cost
 
Preview orders that reflect Buying Program, freight cost, etc.
 
Offer training and updates on available portal services
 
Offer automatic alerts/notifications, confirming request received and/or status change for things such as orders, expedites, Q-faxes, CCFs/RGAs, credit memos, etc.
 
Ability to create distribution lists for alerts/notifications

 
 
 
If crcDASH offered alerts or automatic notifications, how would you prefer to receive them?
 
I’m not interested in alerts
 
Text
 
Email
 
Via my company system/ERP
 
Other
 
 
 
 
What is the one thing that ASSA ABLOY could do that would encourage you to try its online portal? (for example, what feature or information would you want to see?)
   
 
 
 
ASSA ABLOY is currently working on a new and improved version of the crcDASH portal. Would you be willing to provide feedback on new potential concepts in order to guide our efforts?
 
Yes
 
No
 
 
 
That’s all! For completing this survey, you will receive a $10 Amazon gift code. Please enter the email address where you want your gift code sent. (Please allow 4 to 6 weeks for processing).
   
 
 
 
Thank you for your willingness to participate. Unfortunately, we've already reached our quota for people with similar backgrounds as yours. However, you will be entered into a random drawing for a $100 gift card. Please enter your email address so we can contact you should you win the gift card.