Orchard Supply Hardware includes an invitation on its receipts for customers to take an online survey. To access the survey, a customer visits the listed web address and enters the receipt number. By taking the survey within seven days, the customer receives a coupon for a future discount.
The survey is designed to gauge customer satisfaction. Along with Foresee, the market research firm that manages the survey, Orchard Supply guarantees that all responses are private and confidential. Foresee estimates that the survey takes 10 minutes to complete. Questions on each of the response screens ask the customer to rate his experience with Orchard Supply product availability and quality, price and customer service. After completing the online survey of 12 screens in approximately 10 minutes, customers receive a printable coupon for a percentage discount on a future purchase.
Orchard Supply offers customers other options for receiving discounts. Online circulars allow customers to select a desired percentage discount and list sales and limited-time purchase offers in that range. Through the company website, customers can register to receive special offers by email. In addition, a qualified business owner can open an Orchard Supply account that offers 5 percent off on single-receipt in-store purchases.