毕博-管理咨询工具方法-2.4CustomerSurveyTemplate-Chinese

客户调查CUSTOMERSURVEY客户调查CUSTOMERSURVEYIFC-CPDF2.4CustomerSurveyTemplate-ChineseIFC-CPDF2.4CustomerSurveyTemplate-ChinesePageof8客户服务CUSTOMERSERVICEThissectionexamineshowwellthebusinessisperceivedtodelivercustomerservice.Pleaseansweraccordingtoyourperceptionofhowthebusinessperformsintheareaofcustomerservice.1-Never2-偶尔3-常常4-经常5从不OccasionallyOftenVeryOftenA-总是6—不UwavsNotApe适用ilicable12345N/A13.客户是企业的上帝Customersarethebusinessesnumberonepriority14.该企业会与你联系，了解其是否满足了你的要求Thebusinesscontactsyoutodetermineiftheyaremeetingyourneeds15.该企业主动处理客户的反馈意见Thebusinessseeksandactsuponcustomerfeedback16.客户服务是该企业所有员工的工作重点Customerserviceisconsideredaprioritybyalloftheteammembers17.如果你对该企业产品或服务不是100%的满意，你会让该企业知道Youareconfidenttoinformthebusinessifyouarenot100%happywiththeproductsandservicesreceived18.企业对处理客户问题保持主动的态度Thebusinessadoptsaproactiveattitudetofixingcustomerproblems19.在处理客户问题时，企业总是会提供有效的跟踪服务Thebusinessprovidesanefficientandeffectivefollowupservicewhendealingwithcustomerproblems20.企业有着主动进行客户服务的风格Thebusinessadoptsaproactivecustomerservicestyle21.你对所接受的服务感到满意，并愿意成为该企业的老客户Thelevelofservicethatyoureceiveensuresthatyouwillcomebacktothisbusinessagain22.不管是由哪位员工为你提供服务，你都会得到高质量的客户服务Youreceiveaconsistenthighlevelofcustomerserviceregardlessoftheteammemberthatyouaredealingwith23.在如何对待客户方面，该企业制定并执行一个清楚的业绩标准Thebusinessappearstohavehasclearperformancestandardsonhowtotreatcustomersanddoessoaccordingly24.该企业贯保持专业化的电话礼仪Thebusinessusesaprofessionaltelephoneetiquetteatalltime请在下面的空格时写出你对企业如何提高其客户服务(服务、优先、态度、跟踪)的三项建议Inthespacebelowpleasewriteyour3recommendationsforhowthebusinesscanimproveitsCustomerService(service,priority,attitudes,follow-up)

市场与企业形象MARKETINGANDBUSINESSIMAGE本部份旨在了解你对该企业的市场与企业形象的看法Thissectionexploresyourperceptionofthemarketingandbusinessimageofthebusiness.1-Never2-偶尔3-常常4-经常5-总是从不OccasionallyOftenVeryOftenAlwaysN6—不适用otApplicable12345N/A25.企业有一个专业的形象Thebusinessexertsaprofessionalimage26.企业总是有效地将其产品与服务推销给客户Thebusinesseffectivelypromotesallproductsandservicestoitscustomers27.企业的宣传册信息丰富并适用Thebrochuresthatadvertisingmaterialsusedareinformativeandappropriate28.企业社会、市场与网络功能都十分有益，能为客户提供附加价值Thebusinessessocial,marketingandnetworkingfunctionsarebeneficialandprovidecustomerswithaddedvalue29.企业总是不断地改善其产品与服务，以便更好地满足客户的需求Thebusinessappearstobecontinuouslyimprovingitsproductsandservicestobettermeetcustomerneeds30.企业会分析与解决客户在使用产品或服务时遇到的问题Thebusinessanalysesandsolvesproblemsthatcustomersexperiencewithproductsandservices31.企业员工着装适宜并具专业感Teammembersadoptanappropriateandprofessionaldressstandard32.企业有一个客户忠诚计划，提供给客户附加价值Thebusinesshasacustomerloyaltyprogramsthatprovidescustomerswithadded-value33.我对该企业感到满意，并将其推荐给其它的客户IamsohappydealingwiththebusinessthatIreferothercustomerstothebusiness34.对该企业来说，网站应该是一个有效的市场营销工具Awebsitewouldbeaneffectivemarketingtoolforthebusiness35.企业定期进行客户调查，以了解其对产品与服务的看法Thebusinessregularlysurveyscustomerstofindoutwhattheythinkoftheirproductsandservices36.总的来说，企业产品与服务的市场营销工作是有力的Overallthebusinessmarketstheirproductsandserviceseffectively请在下面的空格里写出你对企业如何提高其市场与企业形象的三项建议Inthespacebelowpleasewriteyour3recommendationsforhowthebusinesscanimproveitsMarketingandBusinessImage

沟通与管理COMMUNICATIONANDADMINISTRATION本部分旨在了解你对该企业有效沟通与管理方面的看法。Thissectionexaminestheorganisation'sapproachtoeffectivecommunicationandadministration.1-Never2-偶尔3-常常4-经常5-总是从不OccasionallyOftenVeryOftenAlwaysN6—不适用otApplicable12345N/A37.企业总是有效地处理你打进的每个电话Yourtelephonecallsaredealtwithefficientlyandeffectivelyatalltimes38.如果你留有口信，企业总是会在一个合理的时间内做出回复Ifyouleaveamessageyourcontactrespondswithinareasonabletime39.企业员工与客户建立有一个良好的个人关系Teammembersbuildpersonalisedrelationshipswithcustomers.40.企业总是坦诚地与客户沟通Thebusinesscommunicatesopenlywithcustomersatalltimes41.客户愿意与企业员工(包括企业所有人)沟通所遇到的问题Customersfeelcomfortablecommunicatingproblemstoanyteammember(includingtheownerofthebusiness)42.企业内的沟通十分有效Excellentcommunicationappearstooccurthroughouttheorganisation43.企业强调与客户建立一个良好的个人关系Thebusinessplacesanemphasisondevelopingpersonalisedrelationshipswithcustomers44.企业总是有效地处理发票与付款Invoicing,andpaymentsaredealtwithefficientlyandeffectively45.企业总是签署成文的合冋，并与客户进行沟通Contractsaredocumentedandcommunicatedclearlytocustomers46.企业总是清楚地与客户沟通他们需要完成的工作Thebusinessclearlycommunicatestothecustomer,alltheworkthatneedstobeperformed47.企业员工在客户管理方面非常有效率Teammembersmanagecustomersefficientlyandeffectively48.企业的管理风格是对员工与客户进行有效地授权Theorganisationfianagementstyleisempoweringtotheirteammembersandcustomers请在下面的空格时写出你对企业如何提高其沟通与管理的三项建议Inthespacebelowpleasewriteyour3recommendationsforhowthebusinesscanimproveitsCommunicationandAdministration综述OVERALL空你最不喜欢该企业的三件事是什么？Inthespacebelowpleasewritethe3thingsyoudislikemostaboutdealingwiththebusiness空你最喜欢该企业的三件事是什么？Inthespacebelowpleasewritethe3thingsyoulikemostaboutdealingwiththebusiness必假设明天你会成为该企业的老板。你想对该企业经营方面所做出的第一个改革是什么？可以是大改革，也可以是小改革，所花费的时间也可长可短。你个人认为需要优先执行或改革的是什么？Imaginethattomorrowyoubecometheownerofthisbusiness.Whatisthefirstthingthatyouwouldsetaboutchangingaboutthewaythebusinessoperates?Thiscanbesomethingsmallorlarge,itcanbesomethingthatwilltakeeitherashortorlongtimetochange.WhatistheonethingthatyouwouldtreatasyourpersonalprioritytoimplementorchangeCUSTOMERSURVEY在选择与购买这些产品与服务时，什么是最重要的因素？请填写下面的表格：Whataretheissuesthatarereallyimportanttoyouwhenchoosingawhereyouaregoingtobuythesetypesofproductsorservices?Pleasecouldyoucompletethetableoverleaf:•在第一纵行就其重要性进行打分，分数从1到8，1为最重要，8为最不重要Inthefirstcolumnrankfrom1-8inorderofimportancetoyouwith1beingthemostimportantfactorand8theleast;•请按10分制，在第二纵行为企业目前在此方