奔驰售后服务满意度调查问卷

1、精选优质文档-倾情为你奉上ASIAN PACIFIC VersionQuestionnaireMercedes-BenzCustomer Satisfaction IndexAfter-SalesPassenger CarsVersion 6.0Jan. 2008访问员提示: 根据奔驰名单记录被访者资料/ Interviewer Instructions : Record information according to information on the Mercedez-Benz sample listsABOUT THE RESPONDENTQ19.被访者姓名:Respond

2、ent Name:Q20.电话号码:Tel. No:Q21. 被访者性别Gender of Respondent:男 / Male 1女 / Female - 2Q22. 被访者身份:Status of Customer: 车主 / Owner of the car 1 司机/ Driver of the car 2 其他/ 不知道/Others/ Dont know - 3ABOUT THE RESPONDENTS BENZ CARQ23.车辆登记年/月份:Vehicle Registration Year/ Month:Q24.车牌号码:License No.:Q25.现时车辆的里数:Cu

3、rrent Mileage of the vehicle:Q26.车辆型号:Vehicle Model:Q27. 是否为此服务付费 / Have to pay for this work全部付费/ Yes for everything - 01付了一部分/ Yes, partly - 02没有付费/ No- 03 Q28.取车日期:Vehicle Collection Date:Q29.维修顾问:Service Advisor:Q30.奔驰特许服务中心:Service Centre/ Dealer Name:Q41. 国产车/进口车CKD/CBU国产车/ CKD 1进口车/ CBU 2Q42没

4、有付费的主要原因是 / How was this done predominantly 保修期内/Under warranty01善意索赔/ Under goodwill02被保险范围/ As an insured event03其他 / (不要读出) 不知道/ Others / DK04Q31.上次去特许服务中心所受的服务/ Service Carried Out During Last Visit:常规保养/ Routine Service1·一般维修/ Repair2·常规保养包括维修 / Routine Service Includes Repair3·钣

5、金和喷漆 / Body & Paint Repair4·其他原因 / Other reasons5·ABOUT TODAYS INTERVIEW （Agency internal use）Q32. 访问员姓名:Interviewer Name:Q33. 访问员号码 : Interviewer ID No.:访问日期 / Date of InterviewQ34. 日Day (DD):_ _Q35. 月Month (MM):_ _Q36. 年Year (YYYY):_ _ _ _Q37. 季期 Quarter:Q1 01Q2 02Q3 03Q4 04访问所需时间/ I

6、nterview LengthQ38. 访问开始时间:Interview Start Time :Q39. 访问结束时间:Interview End Time:Mercedes-Benz Service Questionnaire介绍 / INTRODUCTION早上/下午/晚上好! 请问您是(读出被访者姓名)先生/女士吗？我是(读出访问员姓名)，是TNS 的访问员。TNS 是香港一间独立市场研究公司，现在受梅赛德斯-奔驰（中国）汽车销售有限公司委托进行一项国内 奔驰特许服务中心售后服务的顾客满意调查。您的宝贵意见将会帮助梅赛德斯-奔驰改善售后服务水平。您在访问中提供的信息

7、只会用于梅赛德斯-奔驰的顾客调查，并且会被严格保密。我们在访问过程中也不会向您推销任何产品或者服务。整个访问大约需要12-15 分钟。请问(读出被访者姓名)先生/女士，我可以现在开始访问吗？Good morning/afternoon/evening! Are you Mr. / Miss/ Mrs (Read out respondents name on sample lists)? My name is (Read out interviewer name) from TNS. TNS is an independent market research company in Hong K

8、ong. We are conducting an opinion survey on behalf of MERCEDES-BENZ China Ltd. about the quality of after sales services offered by MERCEDES-BENZ service centres in Mainland China. All information you provide in this interview will be used for research analysis and kept strictly confidential. We wil

9、l not try to sell you any products or services during the interview.  The interview will last about 12 to 15 minutes. Mr. / Miss/ Mrs (Read out respondents name on sample lists), can I start to interview you now?可以 / Yes 1Þ 继续 - CONTINUE 现在不方便/ Not available now2Þ “我们应该什么时候再联系您呢？” (记录

10、这次拒绝原因和下次联系日期和时间)Þ “When should I contact you again? (Mark down this contact result and next appointment date & time) 为了确保访问的质量，以下的访问可能将会被录音。(不要读出)1: 同意2: 不同意For quality control purposes, this interview may be recorded.同意/ Agree01Þ 继续 - S1 / CONTINUE - S1不同意/ Disagree02Þ 终止访问

11、 / THANKS AND TERMINATESCREENINGNote: Answers should be first extracted from sample lists. Ask only if information was missing from sample list; single punch. Terminate if respondent answers DKS 1您这辆奔驰汽车的车辆型号是/ The make and model of this Benz car.车辆型号/ Make and model: _Class / ModelCodeMercedes-Benz

12、 190   4150Mercedes-Benz A Class   4101Mercedes-Benz B Class   4104Mercedes-Benz C Class   4106Mercedes-Benz CL   4108Mercedes-Benz CLK   4109Mercedes-Benz CLS   4111Mercedes-Benz E Class   4112Mercedes-Benz G Class 

13、0; 4114Mercedes-Benz M Class   4115Mercedes-Benz R Class   4161Mercedes-Benz S Class   4116Mercedes-Benz SL-ROADSTER   4117Mercedes-Benz SLK-ROADSTER   4118Mercedes-Benz SLR   4164Mercedes-Benz VIANO/V Class   4121Mercedes-Be

14、nz - Others      4199Other Brands Please specify9997 -> terminate(不要读出) 不知道 Code 00 àTerminateS 3(問所有被訪者)您这辆奔驰汽车是（读出选项） (单选)? / (Ask all) Is this car a company car or is it a private purchase? (Read out) (SA)公车? / Company car?01私车? / Private purchase?02(不要读出) 不知

15、道/ (Do not read out) DK00 àTerminateS 6請問您上一次去(插入特许服务中心名称)為您的奔驰汽車接受常规保养或一般維修服務是什么时候 (单选) / When have you been at your authorized repairer due to a routine service or repair for the last time?S6i - Record Month一月/ January01八月/August08二月/February02九月/September09三月/March03十月/October10四月/April04十一月

16、/November11五月/May05十二月/December12六月/June06(不要读出) 被访者忘记 / 不知道(Do not read out) Cannot recall / DK00七月/July07S6ii Record Year 2007年前Before 2007012007年02(不要读出) 被访者忘记 / 不知道 (Do not read out) Cannot recall / DK00Q1您上一次去(插入特许服务中心名称) 為您的奔驰汽车接受哪一種服務 (读出选项)( 复选) / Regarding your most recent service experienc

17、e, which of the following did you have carried out at your Mercedes-Ben authorized repairer? (Read out list, MA)A. 常规保养/ Routine Service01B. 一般维修/ Repair02C. 常规保养包括维修 / Routine Service Includes Repair03D. 钣金和喷漆 / Body & Paint Repair04E. 其他原因 / Other05(不要读出) 不知道 / (Do not read) DK00Q1F您是否为此服务付费?

18、/ Did you have to pay for this work?全部付费/ Yes for everything01付了一部分/ Yes, partly02没有付费/ No03(不要读出) 不知道/ DK00(TerminateQ1G没有付费的主要原因什么? / How was this done predominantly? 保修期内/Under warranty01善意索赔/ Under goodwill02被保险范围/ As an insured event03其他 / (不要读出) 不知道/ Others / DK04SATISFACTION SECTION:(访问员读出)现在

19、，我想问您对奔驰(插入特许服务中心名称)提供的各项售后服务的满意程度。请根据您在(插入日期)亲身去过(插入特许服务中心名称)的体验评分。您可以用1-10分任何一个分数代表您的满意程度。1分代表非常不满意而10分代表非常满意 。但其中有一些问题将会不需要您用1-10分评分，到时候我会您给提示。Now, I would like to know your satisfaction towards various after sales services provided by (Insert Service Centre). Based on your experience of visiting

20、 (Insert Service Centre) on (Insert Date of Visit). Please rate your satisfaction using a 1 to 10 Point Rating Scale. You may give your ratings from any number between 1 to 10, 1 means “Very Dissatisfied” and 10 is “Very Satisfied”. There are a few questions which you do not have use 1 to 10 Point R

21、ating Scale to rate, I will remind you when we come to them.Rating Scale/ 1-10分满意程度评分方法:(不读出)不適用Not Applicable非常满意Very Satisfied非常不满意Dissatisfied610987543210Q2 - 提前打电话预约奔驰特许服务中心 (单选)Question 2 - Called for an Appointment (SA) (读出) 以下问题需要您用1-10分评分。(Read Out) On the above shown 1 to 10 rating scale, w

22、here 1 is “Dissatisfied” and 10 is “Completely satisfied” please rate:Q2Ai请问您这次去(插入特许服务中心名称)之前，有没有提前打电话预约呢？(单选) Did you personally call the Mercedes-Benz authorized workshop to make appointment? 是/ Yes 01否/ No 02 如被访者回答“ 否” = code 2 à 跳到Q3A; If respondent answers “No” à go to Q3A. Q2Aii您对这

23、次去(插入特许服务中心名称)之前提前打电话预约的满意程度如何?How satisfied were you with the telephone contact regarding your Mercedes-Benz authorized repairer? 123456789100 Q3 - 有关奔驰特许服务中心服务前的接待流程(单选)Question 3 - Service Initiation (SA) (读出) 以下问题需要您用1-10分评分。(Read Out) On the above mentioned 1 to 10 rating scale, please be so ki

24、nd and rate: Q3AIND(插入特许服务中心名称)替您安排服务所需要的时间?The Mercedes-Benz authorised repairers ability to schedule your service within a reasonable time 123456789100Q3BIND您到达(插入特许服务中心名称)后等候服务人员接待所需要的时间?The amount of time spent waiting to speak to someone when you arrived 123456789100(读出) 以下问题不需要您用1-10分评分。(Read

25、Out) The following question do not need to be rated using the 1 to 10 rating scale. Q3C(插入特许服务中心名称)的服务人员有没有先和您介绍或讨论需要的所有服务项目？(单选) Did the service adviser discuss with you all relevant work before the work was performed? DK allowed (SA)有 / Yes01没有 / No02没有必要谈论或介绍 / Was not necessary 03(不要读出) 不知道 / (D

26、o not read out) DK00Q4 - 特许服务中心给您的第一印象(单选)Question 4 - Your First Impression of the Authorised Repairer (SA) (读出) 以下问题需要您用1-10分评分。(Read Out) Using the rating scale as before, please be so kind and rate your Mercedes-Benz authorized repairer on the following. Q4AIND(插入特许服务中心名称)休息区的舒适程度?The provision

27、of a comfortable waiting area?123456789100Q4BIND(插入特许服务中心名称)休息区的整洁程度?The overall cleanliness of the waiting area?123456789100Q4C IND(插入特许服务中心名称)休息区的设施, 如饮料供应，报纸供应，电视等等?The amenities available (e.g. beverages, magazines, TV)?123456789100Q4D IND您对在(插入特许服务中心名称)等候服务时的时间支配的满意程度如何?How well did your dealer

28、ship enable you to spend your time during your vehicle has been serviced?123456789100Q5 - 有关服务人员/ 维修顾问/ 服务经理(单选)Question 5 - Authorised Repairer Service Advisor / Service Team Manager (SA) (读出) 以下问题需要您用1-10分评分。请您给(插入特许服务中心名称)接待您的服务人员打分。服务人员 包括维修顾问或服务经理。(Read Out) Using the same rating scale as befor

29、e, please rate your Service Advisor / Team Manager on how well they perform.Q5AIND(插入特许服务中心名称)服务人员针对您这辆奔驰汽车的服务/维修需要所提供的建议?The provision of advice with regard to your service needs123456789100Q5BIND(插入特许服务中心名称)服务人员对您的礼貌和尊重程度?The courtesy and respect of service staff123456789100Q5CIND(插入特许服务中心名称)服务人员的

30、诚实程度?The honesty of service staff123456789100Q5DIND(插入特许服务中心名称)服务人员的知识和专业程度?The display of knowledge and expertise123456789100Q5EIND(插入特许服务中心名称)服务人员在您询问时对您的关注程度?” Their attentiveness to your inquires123456789100Q5FIND(插入特许服务中心名称)服务人员对您这辆奔驰汽车的服务/维修需求所进行的讲解的清晰程度?The extent to which they clarified your

31、 needs123456789100Q5GIND(插入特许服务中心名称)服务人员对您这辆奔驰汽车问题的了解程度?The degree to which they understood the problem(s) with your car123456789100Q5HIND(插入特许服务中心名称)服务人员对提供给您的服务承诺的履行程度?The extent to which they kept their promises 123456789100Q6 (单选)Question 6 (SA)Q6在服务开始前，(插入特许服务中心名称)是否提供了维修服务的报价？(单选)Did you get a

32、n estimation of any costs before the work was done? (SA)提供了/ Yes01没有提供 / No02没有需要/ Was not necessary 03(不要读出) 不知道/ DK00Q7- 服务以客为主(单选)Question 7- User Friendliness (SA) (读出) 以下问题需要您用1-10分评分。(Read Out) Using the same rating scale as before, please rate your Mercedes-Benz authorized repairer regarding:

33、Q7AIND(插入特许服务中心名称)的收费的合理程度?The fairness of any charges123456789100Q7BIND (插入特许服务中心名称)服务的物有所值程度?The value of the received service123456789100Q7CIND(插入特许服务中心名称)对您的时间的珍惜和重视程度?The consideration of your time123456789100Q7DIND(插入特许服务中心名称)对您的重视程度?The degree of which they value you as a customer123456789100

34、Q7EIND(插入特许服务中心名称)对其提供的服务的支持及承诺的程度?The extent to which they stand behind their service123456789100Q7FIND(插入特许服务中心名称)营业时间的便利程度?The convenience of opening days and hours123456789100Q7GIND(插入特许服务中心名称)地点的便利程度The convenience of location123456789100Q7HIND(插入特许服务中心名称)外观及清洁程度The cleanliness and appearance o

35、f the facilities及清洁程度123456789100Q9 - 有关服务/维修及取车 (单选)Question 9 - Picking Up Your Car After Service (SA) (读出) 以下问题不需要您用1-10分评分。(Read Out) The following question do not need to be rated using the 1 to 10 rating scale. Q9A这次服务/维修期间有没有发生服务/维修项目变动或者推迟取车日期? (如果有，问)(插入特许服务中心名称)有没有主动通知您？(单选)Did the Mercede

36、s-Benz authorised repairer call you to inform you about any unexpected additional work required (or in case of delays)? (SA)通知了 / Yes01没有通知 / No02服务没有发生变动或者推迟取车日期 / There was no additional work or delay03(不要读出) 不知道00Q9B (插入特许服务中心名称)有没有向您解释维修项目的收费？(单选)Did anyone explain you any charges to you for the

37、 performed work? (SA)解释了 / Yes01没有解释 / No02不用付款 / No Charges03(不要读出) 不知道00Q 10 - 完成服务/维修的承诺(单选)Question 10 Service Delivery (SA)(读出) 以下问题需要您用1-10分评分。(Read Out) Using the rating scale as before, please rate your Mercedes-Benz authorized repairer on the following.Q10AIND(插入特许服务中心名称)在承诺的时间内把服务或者维修完成?Th

38、e promptness in having your car ready when promised?123456789100Q10BIND完成服务或者维修后，(插入特许服务中心名称)清楚解释所有服务或者维修项目?The explanation of work performed on your car123456789100Q10CIND (插入特许服务中心名称) 主動解释服务或者维修项目收费? The care in explaining any charges for work performed (if any)123456789100Q10DIND (插入特许服务中心名称)付款流程

39、的便捷?The process of paying for the service (if paid)123456789100Q10EIND(插入特许服务中心名称)完成服务或者维修后，您的车辆的清洁程度?The cleanliness and appearance of your car123456789100Q10FIND(插入特许服务中心名称) 完成服务或者维修后，您取车和付款所需的时间?The amount of time it took to pay and pick up your car?123456789100Q11 - 服务/维修的品质(单选)Question 11 - Qua

40、lity of Service (SA) (读出) 以下问题需要您用1-10分评分。(Read Out) Using the rating scale as before, please rate your authorized repairer on the following.Q11A IND (插入特许服务中心名称)正确检测出车辆故障的能力?Their ability to diagnose problems properly123456789100Q11B IND (插入特许服务中心名称)所完成的服务或者维修工作的质量?The quality of work performed on

41、your car123456789100Q11C IND(插入特许服务中心名称)按照您这辆奔驰汽车的需要完成服务或者维修工作的彻底性?The thoroughness in fulfilling your requests123456789100Q11D IND(插入特许服务中心名称)对您这辆奔驰汽车进行服务或者维修所需的配件能够及时供应?The availability of parts required?123456789100Q11F总的来说，您对这次在(插入特许服务中心名称)接受服务的整体体验的满意程度如何？Overall, how satisfied are you with you

42、r service experience at this authorised repairer?123456789100Q12 - 一次完成修理工作 Question 12 - Fixed First Visit (读出) 以下问题不需要您用1-10分评分。(Read Out) The following question do not need to be rated using the 1 to 10 rating scale.Q12如果您这辆奔驰汽车需要維修是否一次性修好的？(单选)If your car required repair was it fixed at the firs

43、t visit? (SA) 是 / Yes 1 問Q13 / Skip to Q13否/ No 0 問Q12A-I / Ask Q12A-I Q12A-G如果没有一次修好，(插入特许服务中心名称)给您的解释是? (多选)If no, what reason was given? (MA)找不出车辆产生故障的原因 / Unable to diagnose problem01未能修好车辆的故障 / Work performed did not correct the problem02同一故障在修好之后又出现了/ Car broke again after being fixed03只修好了部分故

44、障 / Authorised repairer only completed a portion of the work requested04维修工作造成了新的车辆问题 / Authorised repairer caused new problem(s)05没有库存配件 / Parts were not in stock06其他, 请注明/ Others, Please Specify: _07(Do not recall) 被访者忘记 / 不知道/ Cannot Recall / DK 00Q12H除这次光临(插入特许服务中心名称), 为了修好您这辆奔驰汽车，您一共再去了這间服务中心多少

45、次? (单选, 被访者不可以回答“ 不知道”)How many additional visits were required to this authorised repairer in order to get the work done? (SA; DK not allowed)一次 / Once1两次 / Twice2三次 / Three times3四次 / Four times4五次或以上 / Five times or more5Q12I您这辆奔驰汽车的故障最後全部维修好了么？(单选)Are the problems solved? (SA)修好了 / Yes1没有修好 / No

46、2Q13 - 电话回访(单选)Question 13 - Service Follow Up (SA)Q13您是否在取车之后收到了(插入特许服务中心名称)打来的回访电话？(单选)Were you contacted after the service was completed to see if the work was performed to your satisfaction? (SA) 收到了/ Yes1没有收到 / No2Q14 - 您的奔驰汽车问题 (单选)Question 14 - Experienced Troubles with Your Vehicle (SA) (读出)

47、 以下问题需要您用1-10分评分。您这辆奔驰汽车现在的状况及程度是 (单选)(Read Out) Using the above mentioned 1 to 10 rating scale, please rate your authorized dealer on the following.Q14A运行没有故障Failure-free operation of your vehicle123456789100Q14B车辆没有杂音Your vehicle is free of clatter and squeal123456789100Q14C易于维修保养Problem-free main

48、tenance and repair of your vehicle123456789100Q15 - 推荐Question 15 Recommendation(读出) 以下问题不需要您用1-10分评分。 (Read Out) The following question do not need to be rated using the 1 to 10 rating scaleQ15A您会向您的亲戚朋友推荐(插入特许服务中心名称)么？(读出选项 单选)Would you recommend this authorised repairer to a friend or relative fo

49、r service work? (SA)一定会/ Definitely05Note: a) Code 01-05 are for TRI*M analysis;b) Code 03-05 are counted as “Yes” and code 01-02 are counted as “No” for CSI analysis.可能会/ Fairly Likely03可能不会 / Probably Not02一定不会/ Definitely not01 (不要读出)不知道/ (Do not read out) DK 0015B下次您的奔驰汽车需要售后服务的时候，您会继续选择(插入特许服务中

50、心名称么？(读出选项单选)Would you reuse this authorised repairer yourself? (SA)一定会/ Definitely05Note: a) Code 01-05 are for TRI*M analysis;b) Code 03-05 are counted as “Yes” and code 01-02 are counted as “No” for CSI analysis.很可能会/ Probably Yes04可能会/ Fairly Likely03可能不会 / Probably Not02一定不会/ Definitely not01(不要读出)不知道/ (Do not read out) DK00(No Q16) Q17 - 个人资料（只用作