畢博-管理咨詢工具方法—2.4CustomerSurveyTemplate-Chinese

1、客戶調(diào)查CUSTOMER SURVEYIFC-CPDF2.4 Customer Survey Template-ChinesePage of 8客戶調(diào)查CUSTOMER SURVEY客戶名稱 CLIENT NAME客戶調(diào)查CUSTOMER SURVEY你是客戶名稱 重要的客戶，我們非常重視你的意見(jiàn)(專業(yè)方面及個(gè)人方面)。You have been identified as a valued customer whose opinionClient Name respects(both professionally and personally).本調(diào)查旨在收集你對(duì) 客戶名稱 的業(yè)績(jī)表現(xiàn)方面的

2、反饋意見(jiàn)，以便明確其需要改進(jìn)的方 面。This survey has been designed to gather your feedback on how theClient Name isperforming and to identify those areas in which they can improve.請(qǐng)盡量誠(chéng)實(shí)、準(zhǔn)確地回答每個(gè)問(wèn)題。It is essential that you answer these questions as honestly and accurately as possible.姓名 ，謝謝你對(duì)我們工作的支持。 客戶名稱 希望能夠以二十一世紀(jì)的標(biāo)準(zhǔn)

3、來(lái)提供客戶 服務(wù)，我們非常感謝您在此方面所提供的幫助。Name , we recognise that your time is very valuable and would like to take this opportunity to thank you for your assistance. Client Name is committed to providing its customers with services in line with 21 st Century expectations and we appreciate your assistance in moul

4、ding this strategic direction.產(chǎn)品與服務(wù) PRODUCTS AND SERVICES 本部分主要針對(duì)企業(yè)的產(chǎn)品與服務(wù)。它旨在了解你對(duì)該企業(yè)為客戶提供產(chǎn)品與服務(wù)方面的表現(xiàn)的看法。 This section focuses on the businesses products and services. It explores your perception of how well the business delivers products and services to its customers.1 - Never2- 偶爾 3 - 常常 4 經(jīng)常 5 - 總是

5、 6 不適用從不 Occasionally Often Very Often Always Not Applicable12345N/A1. 定期向該企業(yè)購(gòu)買(mǎi)產(chǎn)品與服務(wù)Products and services are purchased from this business on a regular basis2. 你了解企業(yè)所有的產(chǎn)品與服務(wù)(參見(jiàn)隨附的產(chǎn)品與服務(wù)目錄清單)You are made aware of all of the products and services that the business has to offer (Please refer to the atta

6、ched list of products and services)3. 你所得到的服務(wù)是高水平的The level of service you receive is always of a high standard4. 產(chǎn)品與服務(wù)的質(zhì)量總是處于高水平The quality of products and services are always of a high standard5. 產(chǎn)品與服務(wù)總是能夠及時(shí)地送到Products and services are always delivered in a prompt and timely manner6. 你有從其競(jìng)爭(zhēng)對(duì)手那里購(gòu)買(mǎi)類

7、似的產(chǎn)品/服務(wù)You use competitors who offer the similar products / services7. 競(jìng)爭(zhēng)對(duì)手產(chǎn)品 /服務(wù)的質(zhì)量要比該企業(yè)低Competitors generally offer products and services that are of a quality lower than those offered by this business8. 該企業(yè)提供的產(chǎn)品與服務(wù)物有所值The business offers products and services that are value for money9. 該企業(yè)員工總是主動(dòng)為

8、你提供有關(guān)產(chǎn)品與服務(wù)的專業(yè)化建議The team members proactively offer knowledgeable advice about products and services10. 產(chǎn)品與服務(wù)總是展現(xiàn)其專業(yè)性的一面Products and services are presented in a professional manner at all times11. 企業(yè)總是有效的處理產(chǎn)品與服務(wù)問(wèn)題Product and service problems are dealt with efficiently and effectively12. 你認(rèn)為該企業(yè)的產(chǎn)品與服務(wù)在

9、同行業(yè)中處于領(lǐng)先地位You consider the business to be one of the leading product or service providers in the market在下面的空格內(nèi)，請(qǐng)寫(xiě)出你對(duì)該企業(yè)如何提高產(chǎn)品與服務(wù)(質(zhì)量、服務(wù)、送貨)的三個(gè)建議 In the space below please write your 3 recommendations for how the business can improve its Products/Services (quality, service, delivery etc) 1.2.3.客戶服務(wù) CU

10、STOMER SERVICEThis section examines how well the business is perceived to deliver customer service. Please answer according to your perception of how the business performs in the area of customer service.1 - Never2- 偶爾3 - 常常 4 經(jīng)常 5 - 總是 6 不適用從不 Occasionally Often Very Often Always Not Applicable1234

11、5N/A13. 客戶是企業(yè)的上帝Customers are the businesses number one priority14. 該企業(yè)會(huì)與你聯(lián)系，了解其是否滿足了你的要求The business contacts you to determine if they are meeting your needs15. 該企業(yè)主動(dòng)處理客戶的反饋意見(jiàn)The business seeks and acts upon customer feedback16. 客戶服務(wù)是該企業(yè)所有員工的工作重點(diǎn)Customer service is considered a priority by all of t

12、he team members17. 如果你對(duì)該企業(yè)產(chǎn)品或服務(wù)不是 100% 的滿意，你會(huì)讓該企業(yè)知道 You are confident to inform the business if you are not 100% happy with the products and services received18. 企業(yè)對(duì)處理客戶問(wèn)題保持主動(dòng)的態(tài)度The business adopts a proactive attitude to fixing customer problems19. 在處理客戶問(wèn)題時(shí)，企業(yè)總是會(huì)提供有效的跟蹤服務(wù)The business provides an ef

13、ficient and effective follow up service when dealing with customer problems20. 企業(yè)有著主動(dòng)進(jìn)行客戶服務(wù)的風(fēng)格The business adopts a proactive customer service style21. 你對(duì)所接受的服務(wù)感到滿意，并愿意成為該企業(yè)的老客戶The level of service that you receive ensures that you will come back to this business again22. 不管是由哪位員工為你提供服務(wù)，你都會(huì)得到高質(zhì)量的客戶服

14、務(wù)You receive a consistent high level of customer service regardless of the team member that you are dealing with23. 在如何對(duì)待客戶方面，該企業(yè)制定并執(zhí)行一個(gè)清楚的業(yè)績(jī)標(biāo)準(zhǔn)The business appears to have has clear performance standards on how to treat customers and does so accordingly24. 該企業(yè)一貫保持專業(yè)化的電話禮儀The business uses a professi

15、onal telephone etiquette at all time請(qǐng)?jiān)谙旅娴目崭駮r(shí)寫(xiě)出你對(duì)企業(yè)如何提高其客戶服務(wù)(服務(wù)、優(yōu)先、態(tài)度、跟蹤)的三項(xiàng)建議 In the space below please write your 3 recommendations for how the business can improve its Customer Service (service, priority, attitudes, follow-up)1.2.3.客戶調(diào)查CUSTOMER SURVEY2.3.IFC-CPDF2.4 Customer Survey Template-Chines

16、ePage of 8市場(chǎng)與企業(yè)形象 MARKETING AND BUSINESS IMAGE 本部份旨在了解你對(duì)該企業(yè)的市場(chǎng)與企業(yè)形象的看法This section explores your perception of the marketing and business image of the business.1 - Never2- 偶爾 3 - 常常 4 經(jīng)常 5 - 總是 6 不適用從不 Occasionally Often Very Often Always Not Applicable12345N/A25. 企業(yè)有一個(gè)專業(yè)的形象The business exerts a pro

17、fessional image26. 企業(yè)總是有效地將其產(chǎn)品與服務(wù)推銷給客戶The business effectively promotes all products and services to its customers27. 企業(yè)的宣傳冊(cè)信息豐富并適用The brochures that advertising materials used are informative and appropriate28. 企業(yè)社會(huì)、市場(chǎng)與網(wǎng)絡(luò)功能都十分有益，能為客戶提供附加價(jià)值 The businesses social, marketing and networking functions a

18、re beneficial and provide customers with added value29. 企業(yè)總是不斷地改善其產(chǎn)品與服務(wù)，以便更好地滿足客戶的需求 The business appears to be continuously improving its products and services to better meet customer needs30. 企業(yè)會(huì)分析與解決客戶在使用產(chǎn)品或服務(wù)時(shí)遇到的問(wèn)題The business analyses and solves problems that customers experience with products

19、and services31. 企業(yè)員工著裝適宜并具專業(yè)感Team members adopt an appropriate and professional dress standard32. 企業(yè)有一個(gè)客戶忠誠(chéng)計(jì)劃，提供給客戶附加價(jià)值The business has a customer loyalty programs that provides customers with added-value33. 我對(duì)該企業(yè)感到滿意，并將其推薦給其它的客戶I am so happy dealing with the business that I refer other customers to

20、 the business34. 對(duì)該企業(yè)來(lái)說(shuō)，網(wǎng)站應(yīng)該是一個(gè)有效的市場(chǎng)營(yíng)銷工具A website would be an effective marketing tool for the business35. 企業(yè)定期進(jìn)行客戶調(diào)查，以了解其對(duì)產(chǎn)品與服務(wù)的看法The business regularly surveys customers to find out what they think of their products and services36. 總的來(lái)說(shuō)，企業(yè)產(chǎn)品與服務(wù)的市場(chǎng)營(yíng)銷工作是有力的Overall the business markets their products

21、 and services effectively請(qǐng)?jiān)谙旅娴目崭窭飳?xiě)出你對(duì)企業(yè)如何提高其市場(chǎng)與企業(yè)形象的三項(xiàng)建議In the space below please write your 3 recommendations for how the business can improve its Marketing and Business Image1.客戶調(diào)查CUSTOMER SURVEYIFC-CPDF2.4 Customer Survey Template-ChinesePage of 8溝通與管理 COMMUNICATION AND ADMINISTRATION 本部分旨在了解你對(duì)該企

22、業(yè)有效溝通與管理方面的看法。This section examines the organisation s approach to effective communication and administration.1 - Never2- 偶爾 3 - 常常 4 經(jīng)常 5 - 總是 6 不適用從不 Occasionally Often Very Often Always Not Applicable12345N/A37. 企業(yè)總是有效地處理你打進(jìn)的每個(gè)電話Your telephone calls are dealt with efficiently and effectively at a

23、ll times38. 如果你留有口信，企業(yè)總是會(huì)在一個(gè)合理的時(shí)間內(nèi)做出回復(fù)If you leave a message your contact responds within a reasonable time39. 企業(yè)員工與客戶建立有一個(gè)良好的個(gè)人關(guān)系Team members build personalised relationships with customers.40. 企業(yè)總是坦誠(chéng)地與客戶溝通The business communicates openly with customers at all times41. 客戶愿意與企業(yè)員工(包括企業(yè)所有人)溝通所遇到的問(wèn)題 Cu

24、stomers feel comfortable communicating problems to any team member (including the owner of the business)42. 企業(yè)內(nèi)的溝通十分有效Excellent communication appears to occur throughout the organisation43. 企業(yè)強(qiáng)調(diào)與客戶建立一個(gè)良好的個(gè)人關(guān)系The business places an emphasis on developing personalised relationships with customers44. 企

25、業(yè)總是有效地處理發(fā)票與付款I(lǐng)nvoicing, and payments are dealt with efficiently and effectively45. 企業(yè)總是簽署成文的合同，并與客戶進(jìn)行溝通Contracts are documented and communicated clearly to customers46. 企業(yè)總是清楚地與客戶溝通他們需要完成的工作The business clearly communicates to the customer, all the work that needs to be performed47. 企業(yè)員工在客戶管理方面非常有效率

26、Team members manage customers efficiently and effectively48. 企業(yè)的管理風(fēng)格是對(duì)員工與客戶進(jìn)行有效地授權(quán)The organisation manasgement style is empowering to their team members and customers請(qǐng)?jiān)谙旅娴目崭駮r(shí)寫(xiě)出你對(duì)企業(yè)如何提高其溝通與管理的三項(xiàng)建議In the space below please write your 3 recommendations for how the business can improve itsCommunication

27、and Administration1.2.3.綜述 OVERALL你最不喜歡該企業(yè)的三件事是什么？In the space below please write the 3 things you dislike most about dealing with the business 1.2.3.你最喜歡該企業(yè)的三件事是什么？In the space below please write the 3 things you like most about dealing with the business 1.2.3.假設(shè)明天你會(huì)成為該企業(yè)的老板。你想對(duì)該企業(yè)經(jīng)營(yíng)方面所做出的第一個(gè)改革是什么？

28、可以是大改革，也 可以是小改革，所花費(fèi)的時(shí)間也可長(zhǎng)可短。你個(gè)人認(rèn)為需要優(yōu)先執(zhí)行或改革的是什么？Imagine that tomorrow you become the owner of this business. What is the first thing that you would set about changing about the way the business operates? This can be something small or large, it can be something that will take either a short or long time to change. What is the one thing that you would treat as your personal priority to implement or change在選擇與購(gòu)買(mǎi)這些產(chǎn)品與服務(wù)時(shí)，什么是最重要的因素？請(qǐng)?zhí)顚?xiě)下面的表格：What are the issues that are really important to you when choosing a where you are going