Customer Satisfaction Assessment英文资料.docVIP

CUSTOMER SATISFACTION ASSESSMENT Company: Division: Date: Completed By: Position: Phone No.: Downer EDI Rail Facility: We thank you for sparing your time to complete this questionnaire, which deals with your perceptions of products and services provided by us. Your comments / suggestions are valuable to us and will help us in further enhancing our products and services. Please circle the level of Downer EDI Rail’s performance and return form to the Downer EDI Rail Officer who issued it. If any question is not applicable, please circle N/A. 1. Ethics Fairness in dealings with your company Adherence to high ethical standards N/A Very Good Good Fair Poor N/A Very Good Good Fair Poor 2. Contract KPI’s How well did we meet the contract key performance indicators? b. Consistency in contract performance N/A Very Good Good Fair Poor N/A Very Good Good Fair Poor 3. Quality Delivery Overall design and workmanship of the products / services How well did our products / services meet your specifications / requirements? Comment on our delivery performance over the past 12 months. N/A Very Good Good Fair Poor N/A Very Good Good Fair Poor N/A Very Good Good Fair Poor 4. Customer Service Speed of response to enquiries? Provision of competent and professional advice on technical issues? Quality of service manuals and documentation? N/A Very Good Good Fair Poor N/A Very Good Good Fair Poor N/A Very Good Good Fair Poor 5. Sales Clarity and accuracy of quotations Price competitiveness and stability Follow up and support Clarity and accuracy of invoices N/A Very Good Good Fair Poor N/A Very Good Good Fair Poor N/A Very Good Good Fair Poor N/A Very Good Good Fair Poor Page 1 of 2 CUSTOMER SATISFACTION ASSESSMENT Company: Date: 6. Benchmarking (Compare Downer EDI Rail as a supplier against your other suppliers) a. Technical capabilities No Comment Much Better Better Similar Worse b. Reputation No Comment Much Better Better Similar Worse