客户满意度调查
表
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Dear Sirs:
Thanks for your long time supporting and concerning! In order to offer you better service and make our quality, shipment, and service best match your needs, we developed this form, please fill in the blank with any of your comments or suggestions, we will listen to your opinions with an open mind, thanks for your cooperation!
调查目的:了解贵公司对XX公司所提供的服务满意程度,以改善本公司的服务素质.
Purpose of Survey: To understand your company's satisfaction level of our service provided so as to improve our service standard.
请阁下填写该问卷后,发送到:
After filling out the survey form, please send to via email:
客户名 /Customer Name:
日期 /Date:
地址/Address:
姓名 & 职位 /Name & Title of person:
产品型号 /Product model No:
以下栏由XX公司填写 /The following information are to be filled out by XX company:
客户回复日期 /Date of Customer reply : _____________________
填写项目点数 /No. of the items filled :_____________________
得分总数 /Total Score:_____________________
客户满意度达成目标:≧85
结果(合格 /不合格) /Result (Pass / No Pass):_____________________
业务部主管 /Sales Manager: _____________________
总经理 /General Manager: _____________________
总结
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/Conclusion:
问
题
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说明:1:非满意(5分)/2:满意(4分)/3:一般(3分)/4:不满意(2分)
Note:1:satisfied(5 score)/ 2:satisfactory(4 score)/ 3:just so so(3 score) / 4:not satisfied(2 score)
No. Items 非满意
very satisfied 满意
satisfied 一般
just so so 不满意
not satisfied 问题点说明(由客户填写)
/description(fill in by customer)
1 产品品质(product quality
1.1 对品质异常(客诉、客退等)处理时效是否令贵公司满意?
How is XX's response time in handling quality discrepancy(including customer complaint)?
1.2 对异常的原因分析、改善对策机防止再发生措施等的有效性是否令贵公司满意?
Hoe effective is XX's corrective action report?
1.3 XX现有的品质管理系统是否达到贵司的要求?
Does XX's quality management system meet your company requirement?
1.4 就品质方面的相关事宜与贵公司的沟通途径和联络方式是否得当,且令贵公司满意?
Is our contact window relating to quality issue appropriate for your company?
1.5 产品品质整体上是否令贵公司满意(含追溯标识、出货
报告
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等)?
Does XX's product quality meet your requirements?
2 市场应急性/Time to Market
2.1您认为PM在提供样品方面配合度如何?
How effective is XX's prototype sample?
2.2 您认为XX在达到贵公司要求的产量提升速度及数量方面的能力如何
What is your assessment on XX's abilities in ramping up yield rate
2.3 您认为XX在按要求交期变更方面的能力如何?
How would you assess XX's flexibility to change according to your request?
2.4 您认为XX总体交货和急单配合如何?
How does PM perform urgent shipment or case?
3 交货及价格/Delivery and Pricing
3.1 您认为XX在按时交货方面表现如何?
How is XX on-time delivery
3.2 您认为XX在回复交期方面表现如何?
How is XX's response time in replying delivery schedule?
3.3 您认为XX报价准时率如何?
Are you satisfied with XX's response in providing quotation?
3.4 您认为XX总体的交货配合度如何?
How does PM perform on delivery?
4 沟通方面/communications
4.1您认为XX的电话、传真和邮件系统的性能如何?
Is our telecommunication system able to meet your company's requirement?
4.2在与XX的业务人员的合作过程中,您认为他们的反应,专业度以及工作熟练度如何?
Does XX's sales department meet your expectation?
4.4在与XX的
工程
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人员的合作过程中,您认为他们的反应,专业度以及工作熟练度如何?
Does XX's engineering department meet your expectation?
4.5在与XX的客户服务人员的合作过程中,您认为他们的反应,专业度以及工作熟练度如何?
Does XX's QA department meet your expectation?
5 其它/Others
5.1 在与XX的合作过程中,您认为进出口方面的时效性及安全性如何?
Are you satisfied with XX in handling the import and export matter?
5.2 从整体来看,您认为XX作为一个供应商表现如何?
How would you rate XX as a supplier on an overall basis?
5.3 与其他竞争商相比,您对XX的整体满意度如何?
How do you rate us against our competition?
最后得分/Total score:
总结Summary:
从整体上来说,PM作为一个供应商,您认为它有哪些有点和缺点?
In summary, what would you say is XX strengths and weaknesses as a supplier?
优点/strength:
缺点/weaknesses:
若要成为贵公司最好的供应商,您认为XX需要采取哪些措施?
What would PM need to do to be your best overall supplier?
客户满意度调查汇总表
客户满意度调查汇总表
项目(items) 1 2 3 4 5 评分数Item of comments
客户(customer) 产品品质
product quality 市场应急性
Time to market 交货及价格
Delivery & Pricing 沟通方面
Communication 其它
Other Total 20
总结conclusion
备注:针对客户不满意的项目,由直接责任部门填写“客户反馈项目的改善报告”。
Remark: The item of customer unsatisfactory, the responsible department must fill up "Customer issue Review Report".
拟定/Prepared by:
审核/Checked by:
Form No.:
客户基本资料表
客户基本资料表customer general information
客户名称:
Customer Name 客户编号
Customer No.
客户地址:
Customer Add.
电话:
Tel. 邮件地址
E-mail Add.
年销售额:
sales Turnover 建厂日期
establish date
公司性质:
Company type 欧资
Europe 美资
USA 日资
Japan 内资
China 其他
Others 可否转厂
factory transfer 可以
yes 不可以
No 出口
Export
联络人员:
Contact person 采购部
Pur.Dept 资材部
PMC Dept.
品质部
QA Dept. 关务部
Customs Dept.
工程部
Eng.Dept. 财务
Acc Dept.
产品行业:
Product industry
产品范围:
Product Range
工厂总面积:
Factory Total Area
管理系统:
management System 通过ISO9001系统
ISO9001 通过ISO14001系统
ISO14001 通过其他管理系统
other system
交货方式:
Term of delivery 离岸
FOB 到岸
C & F 内陆交货
Local Delivery 快递
Express 其他
Others
付款方式:
Payment term 月结30天
T/T 30days 月结60天
T/T 60days 现金支付
cash on delivery 其他
Others
付款币别:
Currency 人民币/¥ 美金/US$ 港币/HK$ 其他
Others