Cascade Customer Survey

Transcription

1 Cascade Customer Survey April, 2014 Consolidated Survey Results Suitable for Release to the Public Contact: 1

2 Survey Overview This survey was distributed during February, 2014 via SurveyMonkey to the "Chief Contacts" of any Cascade customer who performed a job with Cascade between January 1, 2013 and December 31, Potential respondents were initially notified of the survey via a flyer in the 2013 End of the Year packets. There were also 3 sets of requests sent out. 256 individuals were on the request list. We could track who opens each and clicks through to the survey. In the end, 63 people started the survey and 54 people completed the entire survey (up to the satisfaction question). The completed survey response rate for this campaign is 21%. Individuals were incentivized to complete the survey by being provided some artisinal treats (chocolates from Kohler) or by making a $20 donation to Second Harvest Food Pantry in their name. A handwritten thank-you was sent by Neil to each person who completed the survey and provided their name. Click to Survey 2

3 Demographics Copyright Cascade Asset Management N = 63 Other: Evidence custodian, Manager of Retirement Services, accounting / administration, Administration, Controller, Environmental Services, Finance 3

4 Demographics N = 63 Other: automotive, marketing and advertising, Hospitality and Recreation, insurance company, Retail Grocery, Engineering Consulting, philanthropy, Software Development and Premedia, Audit and Accounting, HR/payroll/time & attendance software, Architectural, transportation, TPA, Social Service Agency, nonprofit (2), Real Estate, 4

5 Demographics N = 55

6 ITAD Program N = 55; last year, 58.8% had 6 an ITAM program in place for more than 5 years

7 ITAD Program N = 50; distribution very similar 7 to the 2012 survey

8 ITAD Program N = 50; distribution very similar 8 to the 2012 survey

9 N = 55; there was a decrease in Yes by 10.3% and an increase in No by 6.7% compared 9 to the 2012 survey ITAD Program

10 Data Security Processes Other: DBAN N = 54 10

11 Data Security Processes N = 54; In 2012, the percentage of people who said yes was 49.0% 11

12 Data Security Processes N = 54; this is a new question in

13 Disposal by item type Copyright Cascade Asset Management Compared to 2012 survey: Desktop retirement rate is very similar Laptop retirement saw a major shift to a 4 year refresh. In 2012: 41.2% retired after 3 years 17.6% retired after 4 years 25.5% retired after 5 years 13

14 Forecasting Spending Copyright Cascade Asset Management While the same percentage of respondents think they will spend the same or more on IT in the coming year (58.8% in 2012 and 58.2% in 2014), there s a significant shift in people who expect to spend more this year. 14

15 Disposing of mobile devices 15

16 For Cascade Use Only Do not Redistribute Mobile device - BYOD The percentage of companies that offer company provided mobile devices and/or support employee owned devices for work Average percentage of employees in organization with this type of device Company provided phones or tablets Employee provided phones or tablets 92.2% 51.0% 30.9% (lots of variability) 26.38% (lots of variability) 16

17 For Cascade Use Only Do not Redistribute Other dispositions 17

18 ITAD selection considerations The higher the number, the more important the criteria. From year to year, the ranking among these criteria is very consistent. 18

19 What are most important issues? Find a vendor for the Chicago area Ensure data is non-recoverable. Make sure cell phones and all hardware drives are wiped or destroyed and of course cost. Security (6) Cost (5) Finding time to ready assets for disposal. Integrating processes with the new owner that purchased us. Keeping costs of disposal low/trying to offset disposal costs by recovering material SSD and Mobile Devices Tracking equipment (2) How many more devices store data and the kind of data they store, managing that in an effective and efficient manner, while still allowing for reuse of devices w/o having to resort to breakdown and recycling of parts/components. We'd love to lower our cost to responsibly recycle our equipment. some of our used gear could be used by a non-profit, school or govt entity that is also a tax based organization - but easily and quickly working through the details is non-existent. Inventorying corporate data on mobile devices and in the cloud 19

20 Working with Cascade 20

21 Working with Cascade Copyright Cascade Asset Management Other: Existing vendor (2), previous contract (2), internal referral, worked with at other companies, supervisor, from your previous home clean up programs, co worker used them at different company, other office location in the firm, used to be located around the corner, you were a client of ours, manager, it s been a long time I think Cascade approached me, Lee Boeck, we have used Cascade a long time. 21

22 Working with Cascade Copyright Cascade Asset Management 22

23 Working with Cascade 23

24 Working with Cascade Copyright Cascade Asset Management 59.3% of respondents said Cascade could do nothing to improve. Also, on the reporting website, it would be nice to have the ability 24 to customize the reports needed.

25 Customer Satisfaction How satisfied have you been with Cascade overall? Answer Options Dec, 2012 Feb, 2014 Very Satisfied 82.6% 90.5% 82.35% 88.9% Satisfied 15.9% 8.1% 15.69% 11.1% Not Satisfied 1.4% 1.4% 1.96% 0.0% # of Responses

26 Describe your idea of Cascade: Trustworthy Trusted partner to handle asset disposition securely. Efficient, easy to use and incredibly flexible when picking up the equipment. Partnership asset disposal/recycling organization One stop data destruction, and recycling services. An environmentally responsible electronic asset disposal company. Call, schedule, pickup, end of story. Professional disposal of obsolete electronics in an easy, straightforward manner while ensuring security through proper hard drive destruction Cascade is safe, reliable, responsive and on time. There when I need em Local vendor who we can rely on to dispose of our old equipment properly. Knowing our computer equipment is taken care of in a environmentally and safe way to the end users and to my company. 26

27 Describe your idea of Cascade: Risk management through proper destruction of equipment and recycling of residue Dependable, honest and thorough. On time, reliable, environmentally conscious. Cascade provides effective, efficient, and secure IT asset disposal. Service to securely process equipment no longer needed by the client in an environmentally friendly process. One stop shop to recycle all my equipment. Secure and environmentally-friendly resource for proper disposition of computing assets and private data. A competitive, competent, convenient, environmentally conscious company. On Target easy. Secure E-Waste disposal. Cascade is as important as the company which we purchase our equipment. We cannot function as a business without either partner. Cascade is indispensable. 27

28 Testimonials One stop data destruction and recycling services. James O Neill, IT Department, City/County IT Commission, Wausau, WI Cascade is safe, reliable, responsive and on time. Tom Klingbiel, Facilities Management Department, Intervarsity, Madison, WI Cascade trustworthy wouldn t go to anyone else. Mary Powers, IT Department, Rite-Hite Corporation, Milwaukee, WI I was very pleased with the speed and professionalism of your pickup. We had a large amount of e-waste, and your crew quickly scooped it all up in the bins and trucked it all away. Very smooth service, indeed. Brad Foskett, Wisconsin Realtors Association, Madison, WI Cascade is an essential extension of our company's team. Whether it's a handoff or a pass, Cascade's hands are ready to take the ball into the end zone. Chris Cook, Wisconsin Bankers Association, Madison, WI 28