1、客 户 调 查CUSTOMER SURVEY0 / 7精品文档，值得拥有产品与服务PRODUCTS AND SERVICES本部分主要针对企业的产品与服务。它旨在了解你对该企业为客户提供产品与服务方面的表现的看法。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- 偶尔3 - 常常4 经常5 - 总是
2、6 不适用从不OccasionallyOftenVery OftenAlwaysNot Applicable12345N/A1. 定期向该企业购买产品与服务Products and services are purchased from this business on a regular basis2. 你了解企业所有的产品与服务（参见随附的产品与服务目录清单）You are made aware of all of the products and services that the businesshas to offer(Please refer to the attached lis
3、t of products and services)3. 你所得到的服务是高水平的The level of service you receive is always of a high standard4. 产品与服务的质量总是处于高水平The quality of products and services are always of a high standard5. 产品与服务总是能够及时地送到Products and services are always delivered in a prompt and timely manner6. 你有从其竞争对手那里购买类似的产品/服务Y
4、ou use competitors who offer the similar products / services7. 竞争对手产品 /服务的质量要比该企业低Competitors generally offer products and services that are of a quality lower than those offered by this business8. 该企业提供的产品与服务物有所值The business offers products and services that are value for money9. 该企业员工总是主动为你提供有关产品与
5、服务的专业化建议The team members proactively offer knowledgeable advice about products and services10. 产品与服务总是展现其专业性的一面Products and services are presented in a professional manner at all times11. 企业总是有效的处理产品与服务问题Product and service problems are dealt with efficiently and effectively12. 你认为该企业的产品与服务在同行业中处于领先
6、地位You consider the business to be one of the leading product or service providers in the market在下面的空格内，请写出你对该企业如何提高产品与服务（质量、服务、送货）的三个建议In the space below please write your 3 recommendations for how the business can improve its Products/Services (quality, service, delivery etc)1.2.3.2 / 7精品文档，值得拥有客户服
7、务CUSTOMER 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- 偶尔3 - 常常4 经常5 - 总是6 不适用从不OccasionallyOftenVery OftenAlwaysNot Applicable12345N/A1
8、3. 客户是企业的上帝Customers are the businesses number one priority14. 该企业会与你联系，了解其是否满足了你的要求The business contacts you to determine if they are meeting your needs15. 该企业主动处理客户的反馈意见The business seeks and acts upon customer feedback16. 客户服务是该企业所有员工的工作重点Customer service is considered a priority by all of the te
9、am members17. 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You are confident to inform the business if you are not 100% happy with the products and services received18. 企业对处理客户问题保持主动的态度The business adopts a proactive attitude to fixing customer problems19. 在处理客户问题时，企业总是会提供有效的跟踪服务The business provides an efficient
10、 and effective follow up service when dealing with customer problems20. 企业有着主动进行客户服务的风格The business adopts a proactive customer service style21. 你对所接受的服务感到满意，并愿意成为该企业的老客户The level of service that you receive ensures that you will come back to this business again22. 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You re
11、ceive a consistent high level of customer service regardless of the team member that you are dealing with23. 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The business appears to have has clear performance standards on how to treat customers and does so accordingly24. 该企业一贯保持专业化的电话礼仪The business uses a professional te
12、lephone etiquette at all time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)1.2.3.3 / 7精品文档，值得拥有市场与企业形象MARKETING AND BUSINESS IMAGE本部份旨在了解你对该企业的市场与企业形象的看法Th
13、is section explores your perception of the marketing and business image of the business.1 - Never2- 偶尔3 - 常常4 经常5 - 总是6 不适用从不OccasionallyOftenVery OftenAlwaysNot Applicable12345N/A25. 企业有一个专业的形象The business exerts a professional image26. 企业总是有效地将其产品与服务推销给客户The business effectively promotes all produ
14、cts and services to its customers27. 企业的宣传册信息丰富并适用The brochures that advertising materials used are informative and appropriate28. 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The businesses social, marketing and networking functions are beneficial and provide customers with added value29. 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
15、需求The business appears to be continuously improving its products and services to better meet customer needs30. 企业会分析与解决客户在使用产品或服务时遇到的问题The business analyses and solves problems that customers experience with products and services31. 企业员工着装适宜并具专业感Team members adopt an appropriate and professional dre
16、ss standard32. 企业有一个客户忠诚计划，提供给客户附加价值The business has a customer loyalty programs that provides customers with added-value33. 我对该企业感到满意，并将其推荐给其它的客户I am so happy dealing with the business that I refer other customers to the business34. 对该企业来说，网站应该是一个有效的市场营销工具A website would be an effective marketing t
17、ool for the business35. 企业定期进行客户调查，以了解其对产品与服务的看法The business regularly surveys customers to find out what they think of their products and services36. 总的来说，企业产品与服务的市场营销工作是有力的Overall the business markets their products and services effectively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In the space below please w
18、rite your 3 recommendations for how the business can improve its Marketing and Business Image1.2.3.4 / 7精品文档，值得拥有沟通与管理COMMUNICATION AND ADMINISTRATION本部分旨在了解你对该企业有效沟通与管理方面的看法。This section examines the organisationpprosach to effective communication and administration.1 - Never2- 偶尔3 - 常常4 经常5 - 总是6
19、不适用从不OccasionallyOftenVery OftenAlwaysNot Applicable12345N/A37. 企业总是有效地处理你打进的每个电话Your telephone calls are dealt with efficiently and effectively at all times38. 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If you leave a message your contact responds within a reasonable time39. 企业员工与客户建立有一个良好的个人关系Team members build pe
20、rsonalised relationships with customers.40. 企业总是坦诚地与客户沟通The business communicates openly with customers at all times41. 客户愿意与企业员工（包括企业所有人）沟通所遇到的问题Customers feel comfortable communicating problems to any team member (including the owner of the business)42. 企业内的沟通十分有效Excellent communication appears to
21、 occur throughout the organisation43. 企业强调与客户建立一个良好的个人关系The business places an emphasis on developing personalised relationships with customers44. 企业总是有效地处理发票与付款Invoicing, and payments are dealt with efficiently and effectively45. 企业总是签署成文的合同，并与客户进行沟通Contracts are documented and communicated clearly
22、 to customers46. 企业总是清楚地与客户沟通他们需要完成的工作The business clearly communicates to the customer, all the work that needs to be performed47. 企业员工在客户管理方面非常有效率Team members manage customers efficiently and effectively48. 企业的管理风格是对员工与客户进行有效地授权The organisationmanagements style is empowering to their teammembers a
23、nd customers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In the space below please write your 3 recommendations for how the business can improve its Communication and Administration1.2.3.5 / 7精品文档，值得拥有综述OVERALL你最不喜欢该企业的三件事是什么？In the space below please write the 3 things you dislike most about dealing with the busin
24、ess 1.2.3.你最喜欢该企业的三件事是什么？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？Imagine that tomorrow you become the owner of this business. What is the first thing that you
25、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 change6 / 7精品文档，值得拥有在选择与购买这些产品与服务时，什么是最重要
26、的因素？请填写下面的表格：What are the issues that are really important to you when choosing a where you are going to buy these types of products or services? Please could you complete the table overleaf: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In the first column rank from 1-8 in order of importance to you with 1
27、 being the most importantfactor and 8 the least;请按 10 分制，在第二纵行为企业目前在此方面的表现打分。1 分为“在此方面需要进行大的改进”， 10 分为“优秀 -不需要做任何改进”In the second column please rate the businesses current performance in this area out of 10 with 1being “ a large improvement in this area is required ” and 10 beingnoimprovement“awesom
28、e could be made. ”什么对你来说是最重要的？WHAT IS IMPORTANT TO YOU?标准CRITERIA重要性表现IMPORTANCEPERFORMANCE产品PRODUCT产品质量Product quality使用方便Ease of use程序PROCESS与企业打交道很方便，如订货等Ease of dealing with the business e.g. ordering etc行政，如出具发票、电话礼仪等Administration e.g. invoicing, telephone manner etc企业员工TEAM MEMBERS对产品与服务的知道掌握Knowledge of products and services关系的质量-对客户的了解度Quality of relationship - customer knowledge价格PRICE具竞争性Competitive付款方式Payment terms (credit)7 / 7
