顾客满意度调查表(中英文版本)

中英文对照某公司客户满意度调查表（厦门东海学院王源辉）国外客户满意度调查表ABC公司：我们是中国XXX公司。

衷心感谢贵公司惠购敝公司的产品。

为了更好地为您提供服务，希望通过以下方面的调查了解您对敝公司产品及服务质量的真实看法与评价，以便我们持续改进产品质量和服务质量1.贵公司总部位于那个国家？2.贵公司何时知道我们公司及产品。

3.贵公司是从何种渠道（）知道敝公司及其产品的？A.国际展会B.B2BC.中国对外发行的行业杂志D.本国同行介绍 F.到中国考察G:其他4.决定贵公司购买敝公司产品的主要因素有：（）A.质量B.功能C.价格D.性价比 F.广告宣传 G.其他5.请给敝公司产品的外观质量给予评价 1-10分您的评价分6.请给敝公司产品的使用质量给予评价 1-10分您的评价分7.您认为敝公司产品的性价比是（）A.很好B.好C.一般D.不好 F.差8.与其他同类产品相比（）B.差不多C.差9.贵公司每个月对该产品的需求量是（）10.贵公司除购买敝公司的产品外，是否还购买其他公司同类产品（）A.是B.否11.贵司购买其他同类产品，该同类产品产自（）A.中国B.本国C.其他国家12.对片区经理服务的满意度1-10分您的评价分13. 对公司售后服务人员的专业水平和服务态度1-10分您的评价分14.对客户信息（要求/抱怨/投诉）处理速度（）A.很快B.快C.一般D.慢 F.很慢15.对公司要求的售后服务处理结果，感到( )A.很满意B.满意C.一般D.不满意16.是否愿意将我单位作为长期合作的供应商（）A.是B.否17.是否愿意向其他客户推荐我公司的产品A.是18.贵公司对敝公司的整体评价 1-10分您的评价分19.如何提高敝公司服务贵司的水平，请您提出宝贵意见：再次感谢贵公司的支持与信任，无论何时，敝公司将竭诚为贵司服务！Foreign Customer Satisfaction QuestionnaireRE:ABC CompanyWe are XXX Co., Ltd from China. Sincerely thank you for your company buying our company’s products. In order to provide you with better services, in the hope that we can understand you to the true view and evaluation of our products and service quality through the following aspects of the survey , so that we continue to improve the quality of product and service quality1. What country is your company’s headquarters located in ?2. When did you know our company and products?3. Through what channels did your company know our company and its products?How do you know our company and its products?A. international exhibitionB.B2B platformC. magazine issued by China industry’s association d. introduced by domestic counterparts f. investigated in China G: others4. For what reason has your company decided to purchase our products? ( )Why did you decide to purchase our products?A. qualityB. functionC. PriceD. cost performanceE. AdvertisementF. others5. Please give evaluation to our product’s appearance quality 1-10 points, your evaluation points is6. Please give evaluation to our product’s use quality 1-10 points, your evaluation points is7. What do you think of cost performance of our products? ( )A. very goodB. goodC. General d. bad f. very bad8. How about our products compared with the other similar products? ( )A. betterB. just aboutC. worse9. How many demands of products per month for your company? ( )10. Whether your company bought similar products besides our company ?( )A. yesB. no11. Where did you buy the other similar products?( )A. China b. domestic C. the other countries12. Pls give evaluation to service satisfaction of area manager 1-10 points, your evaluation points is13. Pls give evaluation to service level and attitude towards after-sales of maintenance personnel 1-10 points ,your evaluation points is14. How about processing speed of customer information(requirement/complaints) ?( )A. so fast b. fast C. General d. slow f. quite slow15. What do you think of processing results of after-sales service for your company requirements? ( )A. very satisfied b. satisfied C. General d. unsatisfied16. Whether you will look upon our company as long term cooperation supplier of your company ( )A. yesB. no17. Would you like to recommend products of our company to other customers?A. yesB. no18. Pls give our company an overall evaluation 1-10 points, your evaluation points is19. How to improve our service to your company, please put forward valuable opinions as follows:Thanks again for your support and trust, we will be happy to serve your company at any time.。

顾客满意度调查表（英文）Customer Satisfaction Questionnaire( Document no.: )No.________ Dear customer_____________________:Thank you for ordering our products. In order to improve our products quality and service for you, we would like to know whether you are satisfactory with us in detail. Please fill in the customer satisfaction questionnaire and return to the following address at your convenient time. Your response and comments would be much appreciated.Please return to:Fax:E-mail:Date:Your InformationCompany: _______________________________Purchased Product: ________________________Contact: __________________________________Tel.: ____________________________________Fax: ____________________________________E-mail: __________________________________Products quality1. Overall□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied 2. Appearance Shape□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied 3. Performance□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied 4. Manufacturing Process□ V ery Dissatisfied 5. Finish□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied 6. Packing□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied 7. Reliability□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissa tisfied 8. Stability□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery DissatisfiedPrice9. Pricing□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied 10. Performance -Price Ratio□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery DissatisfiedService11. Service Attitude of Business Person□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied 12. Liability of Business Person□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied 13. Professional Knowledge of Business Person□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied14. Communication Ability of Business Person□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied 15. Speed of response to your Fax/E-mail □ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied 16. Repairing quality for returned products□ V ery Dissatisfied 17. Returning Speed of Replacement □ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied 18. Delivery Time□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied 19. Supply of Parts & Pieces□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied 20. Product Capacity□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied 21.FOT development speed□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied 22.Quality of sample□ V ery Satisfied □ Satisfied □ About Average □ Dissatisfied □ V ery Dissatisfied Please provide us with any additional comments or suggestions:________________________________________________________________ __________________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ _______________________________________________________________________.。

问题说明：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 . 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 非满意 Items
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 2 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？ 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 3.3 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? 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

文件編號Doc. Number QP-QA-02版次Ver.受控狀態頁次Page 1 of 8D文件類別Classification 品質體系程序文件Procedure of Quality System客戶滿意程序Procedure of Customer Satification發文至下列單位:Distribute to:□生產處Production Dept. (SMT/MI/AI/IE/PE/PM) *5□業務處Sales Dept. (SⅠ/SⅡ/SⅤ) * 1 □品保處Quality Assurance Dept. (QA/IQC/FQC/OQA/RMA) *1 □行政處Administration Dept.(HR/FIN/MIS) *1□專案中心project management center(ME/AE/CE/TE/PM) * 0□後勤處Logistics Dept. (PMC/WH/SC/PUR) * 3撰寫者Written by: 審核:Checked By:部門最高主管簽核:Dept. Director管理代表簽核:Management Representative認同單位Countersign Dept.部門名稱Dept. Name簽名Signature部門名稱Dept. Name簽名Signature□生産處(Production Dept.)□後勤處(Logistics Dept.)□品保處(Quality AssuranceDept)□專案中心projectmanagement center□業務處(Sales Dept.)□行政處(Administration Dept)版次Ver.變更履歷Revision History撰寫者/修訂者Drawer/Reviser頁次Page製定/變更日期Draw Up & ChangeDate1.1.0 目的(Purpose)持續提升內外部客戶之滿意度確保公司永續發展.Continuously increase satisfaction of both internal and external customers, so as to achieve the objective of everlasting.2.0 范圍(Scope)公司內外部客戶均屬之.This document is applicable to both internal and external customers.3.0 職責(Duties)3.1品保單位:負責客戶滿意調查、產品品質保証、出貨審查及客訴(退貨)處理等,當客戶滿意度下降時,組織相關部門分析原因,必要時採取措施.QA department i s responsible f or investigating c ustomers?satisfaction, c ontrolling q uality, conducting o utgoing a udits and dealing with RMA. If customers? satisfaction reduces, QA should hold meeting with related departments to come up with root because analysis and action plan.3.2 人力資源課負責人事招募及新進人員培訓.Administration department is responsible for recruiting new employees and providing training courses.4.0 定義(Definitions)4.1 外部客戶滿意: 指客戶對公司的滿意.?s satisfaction to our company.External customer satisfaction: means customer注: 最終客戶滿意與外部客戶滿意之作業過程相同.Note: The investigation of end user satisfaction is same as that of external customer satisfaction.5.0 作業流程(Flow Chart).1 內部客戶滿意作業過程Process of investigating internal customer satisfaction5.1.1 公司對員工滿意作業過程,參見<<教育訓練程序>>之<<教育訓練作業流程圖>>;The process of investgating company satisfaction to employ is as training flowchart of procedure of training .5.1.2 公司對品質系統和產品品質滿意作業流程, 參見附件1;The process of investigating company satisfaction to quality system and product quality is as attachment 1 shows.5.2外部客戶滿意作業過程參見附件 2.Process of investigating external customer satisfaction please refers to attachment 2.6.0作業程序(Work Procedure)6.1公司對產品品質之滿意調查Investigating company satisfaction to product quality6.1.1 公司依據前一年實際品質狀況訂定本年度品質目標, 品質目標包含以下幾個方面:Set up the quality targets based on the actual quality data of the previous year. The quality targets include the following items:A.客戶端品質目標;Quality in customer side;B.進料驗收品質目標;Quality of incoming inspection;C.產品直通率品質目標;Product yield rate;D.制程品質目標;In-process quality;E.出貨檢驗品質目標.Quality of outgoing inspection.6.1.2公司對產品品質之要求通過每月管產月會及管理審查會議進行檢討, 對未達成品質目標的項目採取適當措施,改善成效記錄在“管產月會會議記錄”和“管理評審會議記錄”The requirements o f our company to the product quality are reviewed on the Monthly Production M anagement R eview Meeting andManagement Review Meeting. Actions will be taken to improve the unfinished items, and the follow-up result will be recorded in the Monthly Production Management Review Meeting Minutes and Management R eview Meeting Minutes. Details please refer to Procedure ofManagement Responsibility.6.1.3 對已達成公司品質目標的項目, 在目標訂定時予以修訂, 持續提升企業的競爭優勢.For the items that are accomplished, we will modify them accordingly, so as to continuously increase our competitiveness.6.2公司對品質系統之滿意調查Investigating company satisfaction to quality system6.2.1通過每年一次的內部品質稽核或不定期稽核來找尋品質系統之不足與改善空間, 並對不符合事項采糾正與預防措施進行改善, 並將改善成效提報管理評審會議, 確保公司對品質系統的持續滿意, 具體作業見《內部審核程序》.Internal quality audit or irregular audit is done once a year. The purpose is to find out the deficiencies of the quality system and take corrective and preventive actions accordingly. The improvement result will be reviewed on Management Review Meeting, to assure that our company is satisfied with the quality system. Details are described in the Procedure of Internal Quality Audits.6.3外部客戶滿意調查Investigating external customer satisfaction並請客戶端相關部門主要負責客戶滿意度調查表”，6.3.1 品保單位每半年對有訂單生產的客戶發出 (E-mail 或FAX) “人簽核後回復 (或者客戶以自己的形式反饋給我司), 客戶滿意調查項目可取自以下項目但不侷限於:QA department issue Survey Form of Customer Satisfaction-class by e-mail or fax to the customers who have placed order to our company every half a year. Related person of customer side fills in the survey form and has it signed by the supervisor and then sends back the form toown form. The customer satisfaction items may include but not limit to the us. Customer can feedback the satisfaction information with itsfollowing items:a.品質 Quality;b.交期 Delivery;c.配合度 cooperated graded.溝通協調 intercoursee.單價 pricef.工程能力 capability of engineeringg.制程能力 capability of in-processh.售后服務Services of sale6.3.2品保單位對客戶回覆的情況, 統計滿意和不滿意的主要因素於“客戶滿意度分析報告”，針對不滿意的項目或期望, 通過會議或其他形式知悉相關部門進行分析, 可行時提出改進措施.“Analysis After collecting the customer satisfaction information, QA department sums up the major factors of satisfaction and dissatisfaction inysis and put forward the corrective actions.”. QA hold review meeting with other departments to make analReport of Customer Satification6.3.3 品保單位運用統計手法將客戶的滿意和不滿意的主要因素作出“客戶滿意度趨勢圖”，清晰的呈現出客戶滿意之趨勢, 當客戶的滿意趨勢下降時, 要由相關責任部門分析原因, 可行時,提出必要的改進措施.”. If the trend is going down, related departments analyze the root cause QA department draws up the “Trend chart of Customer Saatisfactionand submit corrective action plan.6.3.4 將已統計的客戶滿意與不滿意情況與經客戶允許收集到的同類的或競爭對手的資訊(包含客戶日常回復的同行業之供應商之評鑑結果)進行比較, 對於可借鑑的情況應作為本公司對外部客戶滿意的標杆.If customer agrees, it can send the customer satisfaction information of our competitors to us, and we compare the satisfaction information of our competitors and us. If there are any items which we can draw lessons from, we set them as benchmarks of external customer satisfaction.The activities of reviewing the information.6.3.4 客戶滿意調查的相關資訊要提交管理評審.The related information of customer satisfaction will be submitted to Management Review Meeting.6.3.5 針對汽車產品的客戶滿意,應通過對產品實現過程業績的持續評價進行監視.業績的指標基于客觀數據,包括但不限于以下:?s achievement.TheWe should monitor customer?s satisfaction of automobile product by continually assessing the performance of the productperformance t points base on the actuality actuality data ,must including the 4 items below but not limit1.交付零件的質量性能;The quality capability of delivery,s part2.顧客生產中斷,包括外部退貨;The customer?s production stop, including exterior reject.3.按計划交付的業績(包括附加運費情況)The performance as plan as delivery ,including the condition of extra shipment cost4. 關于質量或交付問題的顧客通知.The customer?s informations about quality or the delivery.7.0表單記錄(Forms)7.1管產月會會議記錄Monthly Production Management Review Meeting Minute7.2經營月會會議記錄Monthly Operation Review Meeting Minute7.3客戶滿意度調查表。