Customer Service/Who to Contact Questions
How can I place an order?
Call the toll-free MDR or QED number you are accustomed to dialing, and the receptionist will be able to help you.
MDR: 800-333-8802, QED: 800-525-5811.
Who is my sales rep now?
I’ve worked with both MDR and QED.
Virtually all QED sales reps have been retained so you can contact either your MDR or QED representative for service. Over the next few weeks, we will be aligning sales reps to accounts to ensure we maintain the high service standards you have come to expect, while also minimizing the number of changes necessary. In the event any changes are necessary, we will contact you.
Can I reach my QED rep with the same email address?
Yes. For now, all systems will remain in place, and you can reach your representative at their @qeddata.com email. We will be sure to communicate any change to your representative’s email well in advance.
Who should I contact for customer support?
You may call your usual sales representative for service at either toll-free number. MDR: 800-333-8802, QED: 800-525-5811.
Can I place my order online?
Customers who would like to place an online order can visit MDR’s online ordering site at schooldata.com.
Who can help me with my billing and payment questions?
For any questions on a bill with a QED/Scholastic logo, you should continue to call the customer service number printed on that invoice. For projects where you have not yet received a bill, call your sales representative or MDR Billing at 800-333-8802.
I have worked with QED for a long time and like the service I receive. How can I be sure that will continue?
The combination of MDR and QED will offer more than either company could before. Both organizations have world-class customer service models, and we will now have even more sales consultation opportunities across more time zones with team member support across the U.S. Meeting customer goals and needs is our number one priority. You should expect to receive the same high quality of service or better. We measure customer satisfaction every year and constantly set the bar even higher to deliver the best service possible.
What phone number should I call for service?
Call the toll-free MDR or QED number you are accustomed to dialing, and the receptionist will be able to help you.
MDR: 800-333-8802, QED: 800-525-5811.
Data and Product Questions
I use specific selections that are unique to QED. How will I order through MDR?
We will be adding all unique data selections to the MDR database. Until the databases are fully integrated, we plan to process orders using both the MDR and QED list fulfillment systems. There may be some data differences that will require translation. We will communicate the need for any translation from one database to the other in advance and work with you to make a smooth transition.
I have tried both MDR names and QED names and went with QED. When the databases are merged, will I be able to extract just the names that came from QED as opposed to those from MDR? For example, QED 3rd grade teachers vs. MDR 3rd grade teachers.
QED names will be integrated with the MDR educator database. The integration process will include identifying names in common, adding unique QED names, and dropping QED names that are no longer at the school. We are confident you will find the combined database more robust and valuable; however, QED names will be flagged so customers can select or suppress them.
QED has some features in email products that are unique (for instance, they manage my “reply-to” box and all replies from my campaigns). Will MDR continue these?
Over the next several months, MDR will assess the unique features on all products for possible implementation or development. Email campaigns will migrate to delivery through MDR’s industry-leading email campaign management tool that includes expansive campaign reporting, hot leads, and our exclusive “no-mass” throttling of emails deployed. Learn more about MDR’s E-Marketing Solutions by contacting your sales representative or by going to E-Marketing Solutions.
Will MDR continue to provide the analytical services that I have previously received?
MDR offers many analytical products that provide the same or superior insight to your business. In addition, MDR has some unique analytical offerings and continues to make investments in new tools. You can expect to receive communication about a new MDR modeling product in the next few weeks. The team carefully considers the needs of each customer to deliver the analytical solution to best drive customer results.
I used QED’s School Guides Online product (School Purchasing Monitor) because of the RFP and bid data. Will you keep the QED directory product running?
MDR will integrate the RFP and bid data into Education MarketView in the next few months, resulting in a more comprehensive offering. School Guides Online customers will be migrated to MarketView, which provides a full picture of opportunities at schools, districts, and colleges. This includes comprehensive, detailed information on institutions, school construction, and funding grants from state, federal, and private sources, along with email capability through Direct Connect and customizable email alerts.
The QED print School Guides included unique data. Will the MDR print School Directories include this data in the future?
As we build a plan for the 2009-2010 directory season, we will reach out to assess customer needs to deliver the best product possible.
Will my School Guides Online login and password remain the same?
Yes. Your current School Guides login and password will continue to work until the products are integrated. We will communicate any changes to the products in advance and work with you to make a smooth transition.
I used to get direct mail buyers from QED because it was implied that the Scholastic names were already in the file. Can I still get access to buyers without a surcharge?
All validated QED names will be integrated into MDR’s personnel database. Going forward, Scholastic names will not be integrated with the MDR name database. MDR’s Response Files are built on more than 14 million purchasing transactions from over 100 contributors’ buyer files. In addition to the benefit of getting confirmed buyers, our Response Files allow customers to select and target a highly responsive universe for the best results. A sales representative will consult with you about how Response Files can help you drive even stronger ROI in your campaign.
I have a contract for focus groups with QED. Will MDR offer this?
Yes. MDR has offered focus groups for several years and will continue to offer the full suite of QED’s current market research products.
I have a long-standing Market Research engagement with QED for longitudinal research. Please provide guidance on how MDR will support my business needs.
MDR will offer longitudinal research. MDR plans to continue with the full suite of market research capabilities available across both organizations, providing you with even more comprehensive support for your business needs.
QED claims that it updates its file 365 days a year with a direct feed from Scholastic. I find the Scholastic benefit compelling as an elementary marketer. I fear that losing the Scholastic feed will hurt my business.
MDR pioneered data collection focused exclusively on the education market 40 years ago. MDR continually updates year-round as well, building on a well-developed compilation methodology that drives world-class quality and coverage, with results at 90% or better name accuracy. All of the QED names will be integrated in the MDR database, including the names supplied by the Scholastic feed, resulting in unprecedented market coverage. Moving forward, this enhanced database of names will provide the foundation for future updates. MDR data is audited annually by a third party that measures accuracy and coverage of our K-12 database. These results are available for review.
Contract and Data Lease Questions
I have a long-term contract with QED. Will you honor it?
We intend to honor all current pricing and data contracts.
QED has provided licensed data feeds in a highly customized way for me. Can MDR provide the same formats as QED?
MDR also provides custom formats for data feeds and will continue to offer the formats that QED delivered.
Packaged Services Agreement Questions
Through QED I got discounts on Scholastic services. Will I still have access to these discounts?
Scholastic has exited the education information business. Moving forward, Scholastic will contract directly with customers for their products and services.
I had a packaged deal with QED that included market research, creative, and consulting as well as lists and data. How will you honor this contract?
We will honor existing contracts that contain QED product offerings.
My contract included passes for EdNET. Is MDR keeping this conference and will my free passes be honored?
Yes.
Delivery, Service, and Pricing Questions
I am concerned that I will see a service decline because MDR does not have representation in my time zone.
With this acquisition, MDR is actually significantly expanding our world-class customer service model with more coverage across time zones. We plan to maintain a Denver office in addition to our Chicago office and Shelton, Connecticut, headquarters office. This is in addition to a number of remote sales representatives across the U.S. (and in each time zone).
I am concerned that my pricing will go up because QED is no longer around to keep MDR prices competitive. How can I be assured that I will get a fair price?
We are committed to providing the highest quality products at competitive prices to help customers get measurable results from their sales and marketing dollars. We know that our customers make choices every day about where to spend their marketing dollars and that there are alternatives in the marketplace for similar services. We also know that if our services become too costly and they don’t deliver results, customers will choose to invest in alternative marketing and sales channels. MDR has a long history of developing new solutions and expanding accuracy and coverage of the education market—in response to customer demands. The acquisition will give MDR more data, products, and services to help customers grow and improve the ROI on their marketing investments. We are in this for the long haul and that requires a partnership that keeps MDR delivering high quality and value from our services. When our customers grow, we grow. |
