服务质量调查问卷.doc

1、上海天祥质量技术服务有限公司1/32012 Service Quality Questionnaire2012 年服务质量调查问卷Company Name 公司名称：Duration of cooperation with Intertek与天祥合作的年限： Name姓名： Title职务： Major buyer主要买家： Tel 电话： Fax 传真： E-mail： Remark 备注：A - Very Satisfactory, B - Satisfactory , C - Average, D- Unsatisfactory, E- Poor, N/A - Not Applicabl

2、eA-很满意， B-满意， C-一般， D-不满意， E-很不满意， N/A-不适用（一） Sample receiving 接样 A B C D E N/ADo you satisfy with our sample receiving staffs manner? 是否对我们接样处员工的态度满意？Do you think our sample receiving service efficient?是否认为我们的接样服务快捷？Other comment 其他评价： （二） Telephone system 电话系统A B C D E N/ACould our switchboard sta

3、ff transfer correctly for you?我们的总机人员是否为您准确转接？Do you satisfy with our switchboard staffs manner? 是否满意我们总机人员的服务态度？Is it easy to get contact with our customer service?是否能容易地与我们客服人员取得联系？Do you satisfy with our customer services manner?是否满意我们客服人员的服务态度？Could our hotline service 800 transfer correctly for

4、 you?我们的免费服务热线 800 电话是否为您准确转接？Do you satisfy with our hotline service staffs manner?是否满意我们服务热线人员的服务态度？Other comments 其他评价： （三）Follow up service 跟踪服务A B C D E N/ADoes our customer service response to your request promptly?我们的客服人员是否对您的要求做出快速的反应？Does our technical service always fulfil your needs?我们技术服

5、务是否总能满足您的要求？Do you satisfy with our technical supporters manner?是否对我们技术支持人员的态度满意？Other comments 其他评价： 上海天祥质量技术服务有限公司2/3（四）Testing report 测试报告A B C D E N/ADoes our report provide you accurate information? 我们的测试报告是否为您提供了准确的信息？Do you satisfy with our current report format?是否满意我们的报告格式？Do you receive our

6、 report by fax or e-mail timely?是否准时收到我们报告的传真或 e-mail？Do you receive our original report and invoice within a reasonable time frame?是否在合理的时间内收到我们的正本报告和发票？Do you receive delay notice for our report timely?是否会及时收到报告延迟的通知？Other comments 其他评价： （五）Testing charge 测试收费A B C D E N/ADo you satisfy with our t

7、esting charge?是否满意我们测试收费？Does our financial staff response to your request promptly?我们财务人员是否对您的要求做出快速回应？Do you satisfy with our financial staffs manner?是否对我们财务人员的服务态度满意？Other comments 其他评价： （六）Sample return 样品返还服务A B C D E N/ADo you find our sample return service efficient?是否认为我们的样品返还服务快捷？Other comm

8、ents 其他评价： （七）Other Comment 其他评价： Should you have any other comments or suggestions on the services provided, please elaborate.如您对我们提供的服务还有任何其他的评价或建议，请详细阐明。* Thank you very much for your assistance *万分感谢您的协助*The following topics are selective. Please help us to complete the market research below if

9、you are interested and we will be highly appreciated.以下内容为选做部分，如果您有兴趣，请继续完成以下的市场调研，我们将不甚感激。上海天祥质量技术服务有限公司3/31. When you find the third party on testing, please sort order of following items according to the importance to you. 1 for the most important and 6 for the most unimportant( please fill in th

10、e No. in the form):当您选择第三方测试机构时，请将下列 6 项指标按您的重视程度排序，其中 1 为“最重要”，6 为“最不重要”（请在方框中写上相应序号）：Brand and Reputation 品牌和知名度 Report Quality 报告质量 Report Timely 报告准时Customer Service 客户服务 Technical Ability 技术能力 Testing Charge 价格水平2. Compare to the other third party organization, you think Intertek advantage is(M

11、ultiple Options): 与其他第三方检测机构相比，您认为 Intertek 的优势或竞争力在于(可多选) ：Customer Service 客户服务 Report Quality 报告质量 Report Timely 报告准时 Brand and Reputation 品牌形象 Testing Charge 价格水平 Professional Technique 专业技术能力 Sales & Marketing 销售市场推广 3. Compare to the other third party organization, you think we need to improve

12、 the following(Multiple Options):与其他第三方检测机构相比，您认为 Intertek 需要改善的方面在于(可多选) ：Customer Service 客户服务 Report Quality 报告质量 Report Timely 报告准时 Brand and Reputation 品牌形象 Testing Charge 价格水平 Professinal Technique 专业技术能力Sales & Marketing 销售市场推广 4. Have you recently obtain information about Intertek from the n

13、ew, report, advertising, etc.?您最近是否经常从新闻、报告、广告等媒体获得有关 Intertek 的信息：Yes 有 No 没有（Your access to information is 您获取信息的途径是： ）5. Whats the frequency you get information about Intertek from the media?您从媒体获得 Intertek 信息的频次是：once a day 一天一次 once three days 三天一次 once a week 一周一次once half a month 半个月一次 once a

14、 month 一个月一次 once three months 三个月一次once half a year 半年一次6. Do you satisfy with our current customer training?您是否满意我公司目前的客户培训？Very satisfactory 非常满意 Satisfactory 满意 Average 一般 Unsatisfactory 不满意Poor 非常不满意 Not applicable 不适用7. Are you willing to accept our targeted paid training?您是否愿意接受我们提供的有针对性的有偿培训？No 不愿意 Yes 愿意（Content of the training you want 您希望培训的内容： ）8. Do you satisfy with the design of our marketing material, such as brochure, China website?您是否满意我们宣传资料，如宣传册及中文网站的设计？Very satisfactory 非常满意 Satisfactory 满意 Average 一般 Unsatisfactory 不满意Poor 非常不满意