Cascade Customer Survey - Cascade Asset Management Customer... · Survey Overview 2 For Cascade Use...

Cascade Customer Survey

December, 2012

1 For Cascade Use Only – Do not Redistribute

Survey Overview


This survey was distributed via SurveyMonkey to the "Chief Contacts" of any Cascade customer who performed a job with Cascade between January 1, 2012 and November 30, 2012. The survey was initially distributed by email on December 7th to 214 individuals. Two follow-up email requests were also sent. We could track who opens each email and clicks through to the survey.

In the end, 62 people started the survey and 51 people completed the entire survey. The completed survey response rate for this campaign is 24%.

Individuals were incentivized to complete the survey by being provided a pound of Ancora coffee or by making a $10 donation to Second Harvest Food Pantry in their name.

Click to Survey

https://www.surveymonkey.com/s/VHHHZ6L

Demographics


2.0%

9.8% 2.0%

13.7%

23.5% 21.6%

3.9%

2.0%

21.6%

Which term below best describes your industry?

Education

Healthcare

Value Added Reseller (VAR)

Government/Municipal

Financial/Insurance

Manufacturing

Distribution

Waste/Recycling Hauler

Other (please specify)

Other = Technology; Janitorial; Architecture; technology;

Agriculture; Engineering; transportation,; Downstream

Petroleum Marketing, Wholesale Automotive (mostly Tires

& Exhaust), Lubricant manufacturing & distribution,

Convenience Store/gas Stations, Wholesale HVAC and

Petroleum Equipment; Travel; Cleaning Service; Utilities

Demographics


5.9%

72.5%

7.8%

5.9%

3.9% 3.9%

What best describes your role/affiliation in your organization?

Owner/President/General Management

IT Department

Environmental Health & Safety Department

Facilities Management Department

Purchasing Department

Other (please specify)

Other:

executive;

Operations/Tech Consultant

Demographics


19.6%

47.1%

15.7%

13.7%

2.0% 2.0%

0.0%

How many computer workstations are at your company/organization? (within the US)

less than 100

100 - 1,000

1,001 - 5,000

5,001 - 20,000

more than 20,000

I'm with a reseller supporting up to 200,000 workstations

I'm with a reseller supporting over 200,000 workstations

ITAD Program


3.9% 3.9%

17.6%

58.8%

11.8%

3.9%

How long have you had a formal IT Asset Management program in place?

Brand new

1-2 years

2-5 years

over 5 years

None is in place

Don't know

ITAD Program


25.5%

51.1%

17.0%

6.4%

If you have more than one location, do the locations make IT asset disposal decisions independently or through an

integrated system?

Each site is independent

All sites in the US work under the same program

A hybrid approach (some are independent)

Don't know

47 out of 51 people answered this question.

ITAD Program


62.7%

37.3%

Does your company tend to . . .

accumulate old computers for a period of time before you contact someone for disposal?

clear out old computers regularly and try to avoid accumulating them?

ITAD Program


66.7%

25.5%

7.8%

Do you take an inventory of your assets prior to disposal?

Yes - all assets are inventoried by us

Some assets are inventoried by us

No - no assets are inventoried by us

Data Security Processes


0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

45.0%

50.0%

form

at th

e h

ard

d

rive

s

use

so

ftw

are

o

ve

rwri

te

de

ga

uss th

e

dri

ve

s

pu

nch

th

rou

gh

th

e d

rive

with

a

pn

eu

ma

tic

pre

ss

hit th

e d

rive

w

ith

a h

am

me

r

dri

ll th

rou

gh

th

e d

rive

sh

red

th

e d

rive

"pin

" th

e d

rive

Which methods do you use (internally or by a third party like Cascade) to destroy data on hard drives?

Other: dban; remove magnets

& destroy card; Whatever

Cascade recommends

Data Security Processes


49.0%

51.0%

Do you have a process in place to destroy data on mobile devices, such as smart phones?

Yes No

Disposal by item type


2.0%

17.6%

29.4% 37.3%

13.7%

What is the average age of each item you expect to retire this year?

less than 2 years old about 3 years old about 4 years old

about 5 years old 6 or more years old

Desktops Laptops

3.9%

41.2%

17.6%

25.5%

11.8%

Forecasting Spending


17.6%

41.2%

19.6%

21.6%

What is your organization's expected investment in IT infrastructure in 2013?

Spend MORE on IT hardware in 2013 than in 2012

Spend about the same on IT hardware in 2013 as in 2012

Spend LESS on IT hardware in 2013 than in 2012

Not sure

Other dispositions


0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

servers desk phone systems

network gear (routers, switches)

printers tablets smart phones

What are some other IT assets you are expecting to retire this year?

Other = Storage arrays;

fax machines

ITAD selection considerations


0.00 1.00 2.00 3.00 4.00 5.00 6.00

Managing data security and privacy risks

Managing environmental risks

Minimizing costs associated with disposal

Freeing up storage, office and closet space

Maximizing proceeds from sale of equipment

Please rank, in order of importance, the following considerations when disposing of your obsolete or surplus technology:

Other: Doing business

with those that do

business with us is

very high on our list

for 2013

What are most important issues?


• Disposal options for Mexico locations (Brady Corp)

• Finding time to inventory items and ensure proper disposal by recycling vendor (Environmental Control)

• Make sure data is destroyed and equipment is disposed of in an environmentally friendly manor (Extendicare Health Services)

• Cost and security (William Arthur)

• verifying the data has been destroyed properly as well as the hardware (Rite-Hite)

• Ensure no loss of sensitive data. (FDIC)

• We continue to grow and our geographic footprint is getting bigger. I'd like to see Cascade do the same to be able to service our "outlying" locations better. (US Venture)

• Accurate accounting; Cost recovery through resale; National footprint; Immediate response following emergency. (Humana)

• Cost Effectiveness (Fox World Travel)

• The spread of data among many more mobile devices and lack of proper controls to segregate business/personal data. A lot more to worry about now than just hard drives. (Park Bank)

• We don't have a lot of assets to dispose of anymore. We are in the cloud for a lot of IT. (WMMIC)

• cost (unknown)

• Data security (WI DNR)

• Eliminating the amount of space old equipment takes up and minimizing cost of disposal from OEM vendors. (SSM Integrated Technologies)

Working with Cascade


11.8%

13.7%

33.3%

41.2%

How long have you worked with Cascade?

less than 1 year

1-2 years

3-5 years

more than 5 years



0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

45.0%

50.0%

Tra

de

sh

ow

Re

ferr

al fr

om

a

no

the

r b

usin

ess

Ba

se

l A

ctio

n

Ne

two

rk (

E-

Ste

wa

rds)

Go

og

le/W

eb

se

arc

h -

fo

un

d

we

b s

ite

Ga

rtn

er

Ye

llow

Pa

ge

s

Oth

er

(ple

ase

sp

ecify)

Where did you find out about Cascade?

Other: co-worker; direct mailings; Already in place at company; worked

with in the past; really don't remember; I don't remember; Coworker; Not

Sure How; We are in Madison, WI where Cascade is based; Unknown;

We use to clean; employee; WAPP Meeting; vendor was used when I

started; Sales rep contacted us; our purchasing agent recommended; In

place when I got here; not sure longtime partnership; internal;

Advertisement; Transportation Relationship; Government contract



0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

En

vir

on

me

nta

l re

sp

on

sib

ility

Ab

ility

to

p

icku

p/t

ran

sp

ort

…

Pro

xim

ity o

f C

asca

de

to

my lo

ca

tio

n(s

)

Re

ba

te p

aym

en

ts fo

r re

se

llab

le e

qu

ipm

en

t

Dis

po

sitio

n r

ep

ort

ing

syste

m

Ele

ctr

on

ic d

ata

d

estr

uctio

n c

ap

ab

ility

Co

mp

etitive

p

roce

ssin

g fe

es

Ab

ility

to

qu

ickly

re

sp

on

d to

re

qu

ests

Se

rvic

e/t

rust in

C

asca

de

em

plo

ye

es

Po

sitiv

e r

efe

rra

l fr

om

a

co

llea

gu

e

On

e s

top

sh

op

fo

r IT

d

isp

ositio

n

No

t a

wa

re o

f a

ny

oth

er

op

tio

ns

Glo

ba

l p

art

ne

r n

etw

ork

Ha

rd d

rive

sh

red

din

g

ca

pa

bili

ty

Oth

er

(ple

ase

sp

ecify)

Why did you choose Cascade for your IT disposition needs? (check all that apply)

Other: Trust in Company; In place

when I got here; Previous Relationship

with the Company; LEE the truck driver!



0.00 1.00 2.00 3.00 4.00 5.00

Inventory of assets before they leave my building

Packing and handling loose assets from inside my building

Wiping hard drives before they leave my building

Physical destruction of hard drives at my building

List of make, model, serial number, etc. of assets sent to Cascade for processing

Shredding of hard drives at Cascade

Electronic data wiping of media at Cascade

Web based reporting of processing activities

Web based pickup requests

Archives of reports and Certificates of Destruction available online

We want to make sure we're offering worthwhile services to you. Please let us know how important it is for Cascade to offer each the following services to you?



0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

What services could Cascade improve?

Customer Satisfaction

Answer Options 2003 2007 2012

Very Satisfied 82.6% 90.5% 82.35%

Satisfied 15.9% 8.1% 15.69%

Not Satisfied 1.4% 1.4% 1.96%

# of Responses 69 74 51


How satisfied have you been with Cascade overall?

Describe your idea of Cascade:


• Cascade is a green trust worthy provider of asset disposal services.

• A service that helps me responsively and securely dispose of electronic equipment that is no longer useful or serviceable by my company.

• great partner to work with

• A professional and flexible strategic partner for environmentally sound and cost-effective data and resource disposal.

• Dependable and service oriented

• Very reliable and a great partner A reliable partner for destroying sensitive data and recycling old equipment in it in an environmentally friendly manor.

• Dependable disposal.

• Reliable and responsible disposal of IT assets

• Cascade is a complete, one-stop equipment disposition company that is secure and environmentally conscience.

• very reliable and trustworthy

• E-waste recycler with strong environmental responsibilities.

• One stop for all ESI disposition.

• A trusted vendor.

• Cascade provides a simple solution to our complex IT assets disposition issue.

Describe your idea of Cascade:


• Cascade is reliable and secure.

• Efficient and convenient.

• Convenient, responsive, professional, well-organized and environmentally minded business.

• A great resource for the recycling and selling of our IT equipment

• Reliable

• Responsible e-waste management

• easy.

• Cascade provides secure destruction of hardware and data in a timely and eco-friendly manner with reporting of equipment.

• Responsible IT disposal

• Indispensable outlet for disposing of IT assets.

• An easy and secure way to properly dispose of electronic equipment.

• Easy

• Awesome.

• Turn key!

Testimonials


• Cascade...dependable and trustworthy..environmental safe..a great company to work with. (Mary Powers, Rite-Hite Corporation)

• I've been very pleased for a number of years with Cascade's service, and see them as a trusted vendor. (Don Johnston, U.S. Venture, Inc.)

• Cascade provides a simple, focused, innovative solution to our complex IT assets disposition problem in our heavily-regulated industry. (Steve Worland, Humana)

• Cascade makes our IT disposal simple. We call and it's gone. When we get a rebate check - bonus! (unspecified)

• Cascade is very easy to deal with and they make sure that you are confident that both the device and data are destroyed in a safe and secure method. (Pete Barker, WI DNR)

• While researching an asset management company to dispose of old equipment at a site in a different state, I came to find out the services offered and cost savings associate with that equipment were far superior to any third party/OEM vendor I had found. The staff I was involved with during the process made it absolutely painless. I'll be sure to use Cascade again. (Brad Iverson, SSM Integrated Technologies)

• I would recommend Cascade for your electronics recycling needs. Everyone I have had contact with is very caring. They like their jobs and it shows in their customer service. (Mary White, Meriter Hospital)

Participants

Brady Corporation

City of Madison

Environment Control

JML Computer Solutions

Everbank

Heritage Credit Union

Hallmark Business Connections

Plunkett Raysich Architects

Newell Rubbermaid

BRP US Inc.

SVA Professional Services

Extendicare Health Services

William Arthur, inc

Singlewire Software

WI Milk Marketing Board

Rite-Hite Corporation

EMDAT

Strand Associates, Inc.

FDIC

U.S. Venture, Inc.

Humana

Turville Bay

Fox World Travel

Park Bank

Coverall Health Based Cleaning

MMSD (Milw. Sewerage Dist.)

American Transmission Co.

Johnson Financial Group

Plastics Engineering Company

The Douglas Stewart Company

Foremost Farms USA CompuCom

WMMIC

WI DNR

SSM Integrated Technologies

Markel


Plus 15

unspecified

responses

Cascade Customer Survey - Cascade Asset Management Customer... · Survey Overview 2 For Cascade Use...

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