Step
1
of
3
33%
Your Company
Email
*
1. What is your current fulfillment status?
We outsource
We perform in-house
We use a combination of outsourcing and in-house depending on the product
2. What are your current challenges?
Keeping Up With Growth
Not a problem
Occasional problems
Neutral/Don't Know
Somewhat of a problem
Big problem
High Return Rate
Not a problem
Occasional problems
Neutral/Don't Know
Somewhat of a problem
Big problem
Order Accuracy
Not a problem
Occasional problems
Neutral/Don't Know
Somewhat of a problem
Big problem
Shipping Too High
Not a problem
Occasional problems
Neutral/Don't Know
Somewhat of a problem
Big problem
High Labor Cost
Not a problem
Occasional problems
Neutral/Don't Know
Somewhat of a problem
Big problem
Inventory Accuracy
Not a problem
Occasional problems
Neutral/Don't Know
Somewhat of a problem
Big problem
3. Roughly what percentage of your business is:
The total should be 100% between ecommerce, catalog, direct response, retail and wholesale.
Ecommerce
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Catalog
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Direct Response
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Retail
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
Wholesale
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
55%
60%
65%
70%
75%
80%
85%
90%
95%
100%
4. What Are You Looking to Achieve?
(Check all that apply)
Improve supply chain efficiencies
Improve Delivery Metrics
Improve customer satisfaction
Increase brand loyalty
Maintain compliance
Focus on core competency of marketing/selling
Other (please note)
Assessment 4.1 - Improve supply chain efficiencies
Assessment 4.2 - Improve Delivery Metrics
Assessment 4.3 - Improve customer satisfaction
Assessment 4.4 - Increase brand loyalty
Assessment 4.5 - Maintain compliance
Assessment 4.6 - Focus on core competency of marketing/selling
Assessment 4.7 - Other (please note)
Notes: What Are You Looking to Achieve
Fullfillment
5. Number Orders/Month
*
0-500
500-2000
2000-5000
5000+
Assessment 5.2 - 500-2000
Assessment 5.3 - 2000-5000
Assessment 5.4 - 5000+
6. What is your average units per order?
1
2
3
4
5+
7. Order Accuracy Rate
Under 98%
98-99
99-99.75
99.75+
Don't Know
Assessment 7.2 - 98-99
Assessment 7.3 - 99-99.75
Assessment 7.4 - 99.75+
8. What is your current inventory turn rate?
Above industry average
Right at Industry Average
Below Industry Average
I Don't Know
Assessment 8.1 - Above industry average
Assessment 8.2 - Right at Industry Average
9. Return Rate
Under 1%
1-2%
2-5%
Over 5%
Don't know
Assessment 9.1 - Under 1%
Assessment 9.2 - 1-2%
Assessment 9.3 - 2-5%
10. Our current fulfillment reporting frequency is:
(Check all that apply)
Daily
Weekly
Monthly
Annually
I don't get regular reports
Assessment 10.1 - Daily
Assessment 10.2 - Weekly
Assessment 10.3 - Monthly
Assessment 10.4 - Annually
11. Which of the following Custom Reports do you receive?
(Check all that apply)
Inventory Status
Order Status
Obsolescence
Sales
Assessment 11.1 - Inventory Status
Assessment 11.2 - Order Status
Assessment 11.3 - Obsolescence
Assessment 11.4 - Sales
12. I consider our current reports to be
(Check all that apply)
Accurate
Relevant
Timely
Assessment 12.1 - Accurate
Assessment 12.2 - Relevant
Assessment 12.2 - Timely
13. Custom Reporting
I have to create my own reports
I have auto-generated reports
Assessment 13.2 - I have auto-generate reports
14. Compliance
My current fulfillment is in compliance with all state & federal regulations.
My current fulfillment is not compliant with all state & federal regulations.
I do not know
Assessment 14.1 - My current fulfillment is in compliance with all state & federal regulations.
Call Center
15. Number Calls/Month
0-500
500-2000
2000-5000
5000+
Assessment 15.2 - 500-2000
Assessment 15.3 - 2000-5000
Assessment 15.4 - 5000+
16. Which of the following do your currently measure?
(Check all that apply)
Average seconds to answer
AbandonRate
Average talk time
We don't track
Assessment 16.1 - Average seconds to answer
Assessment 16.2 - AbandonRate
Assessment 16.3 - Average talk time
17. Other call center tactics used
(Check all that apply)
IVR
email
chat
SMS Text
I don't know
Assessment 17.1 - IVR
Assessment 17.2 - email
Assessment 17.3 - chat
Assessment 17.4 - SMS Text
18. Which of the following Program Mgmt. functions do you receive reports for?
(Check all that apply)
Service Levels
Recorded Call Monitoring
Call Disposition Report
I don't know
Assessment 18.1 - Service Levels
Assessment 18.2 - Recorded Call Monitoring
Assessment 18.3 - Call Disposition Report
19. What is your average seconds to answer?
Over 30 seconds
24-30
18-24
Under 18 seconds
I don't know
Assessment 19.3 - 18-24
Assessment 19.4 - Under 18 seconds
20. What is your current abandon rate?
5%+
3-5%
2-3%
Under 2%
I don't know
Assessment 20.3 - 2-3%
Assessment 20.4 - Under 2%
21. How competent is your current call center with:
Service Call (including 1st call resolution)
Poor
Below Average
Average
Above Average
Excellent
Assessment 21.1.3 - Average
Assessment 21.1.4 - Above Average
Assessment 21.1.5 - Excellent
Sales Calls (closing sales)
Poor
Below Average
Average
Above Average
Excellent
Assessment 21.2.3 - Average
Assessment 21.2.4 - Above Average
Assessment 21.2.4 - Excellent
22. What are your current call center hours?
24/7
Monday-Friday Business Hours
As Needed
Other
Assessment 22.1 - 24/7
Assessment 22.12 - Monday-Friday Business Hours
23. When Are You Looking to Implement Change
Next 30 days
Next 90 Days
Next 6 Months
Next Year
Total Score
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