奔馳售后服務(wù)滿意度調(diào)查問(wèn)卷

Page 16 of 16ASIAN PACIFIC VersionQuestionnaireMercedes-BenzCustomer Satisfaction IndexAfter-SalesPassenger CarsVersion 6.0Jan. 2008訪問(wèn)員提示: 根據(jù)奔馳名單記錄被訪者資料/ Interviewer Instructions: Record information according to information on the Mercedez-Benz sample listsABOUT THE RESPONDENTQ19.被訪者姓名:Respondent Name:Q20.電話號(hào)碼:Tel. No:Q21. 被訪者性別Gender of Respondent:男 / Male 1女 / Female - 2Q22. 被訪者身份:Status of Customer: 車主 / Owner of the car 1 司機(jī)/ Driver of the car 2 其他/ 不知道/Others/ Dont know - 3ABOUT THE RESPONDENTS BENZ CARQ23.車輛登記年/月份:Vehicle Registration Year/ Month:Q24.車牌號(hào)碼:License No.:Q25.現(xiàn)時(shí)車輛的里數(shù):Current Mileage of the vehicle:Q26.車輛型號(hào):Vehicle Model:Q27. 是否為此服務(wù)付費(fèi) / Have to pay for this work全部付費(fèi)/ Yes for everything - 01付了一部分/ Yes, partly - 02沒(méi)有付費(fèi)/ No- 03 Q28.取車日期:Vehicle Collection Date:Q29.維修顧問(wèn):Service Advisor:Q30.奔馳特許服務(wù)中心:Service Centre/ Dealer Name:Q41. 國(guó)產(chǎn)車/進(jìn)口車CKD/CBU國(guó)產(chǎn)車/ CKD 1進(jìn)口車/ CBU 2Q42沒(méi)有付費(fèi)的主要原因是 / How was this done predominantly 保修期內(nèi)/Under warranty01善意索賠/ Under goodwill02被保險(xiǎn)范圍/ As an insured event03其他 / (不要讀出) 不知道/ Others / DK04Q31.上次去特許服務(wù)中心所受的服務(wù)/ Service Carried Out During Last Visit:常規(guī)保養(yǎng)/ Routine Service1一般維修/ Repair2常規(guī)保養(yǎng)包括維修 / Routine Service Includes Repair3鈑金和噴漆 / Body & Paint Repair4其他原因 / Other reasons5ABOUT TODAYS INTERVIEW （Agency internal use）Q32. 訪問(wèn)員姓名:Interviewer Name:Q33. 訪問(wèn)員號(hào)碼 : Interviewer ID No.:訪問(wèn)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訪問(wèn)所需時(shí)間/ Interview LengthQ38. 訪問(wèn)開(kāi)始時(shí)間:Interview Start Time:Q39. 訪問(wèn)結(jié)束時(shí)間:InterviewEnd Time:Mercedes-Benz Service Questionnaire介紹 / INTRODUCTION早上/下午/晚上好! 請(qǐng)問(wèn)您是(讀出被訪者姓名)先生/女士嗎？我是(讀出訪問(wèn)員姓名)，是TNS 的訪問(wèn)員。TNS 是香港一間獨(dú)立市場(chǎng)研究公司，現(xiàn)在受梅賽德斯-奔馳（中國(guó)）汽車銷售有限公司委托進(jìn)行一項(xiàng)國(guó)內(nèi) 奔馳特許服務(wù)中心售后服務(wù)的顧客滿意調(diào)查。您的寶貴意見(jiàn)將會(huì)幫助梅賽德斯-奔馳改善售后服務(wù)水平。您在訪問(wèn)中提供的信息只會(huì)用于梅賽德斯-奔馳的顧客調(diào)查，并且會(huì)被嚴(yán)格保密。我們?cè)谠L問(wèn)過(guò)程中也不會(huì)向您推銷任何產(chǎn)品或者服務(wù)。整個(gè)訪問(wèn)大約需要12-15 分鐘。請(qǐng)問(wèn)(讀出被訪者姓名)先生/女士，我可以現(xiàn)在開(kāi)始訪問(wèn)嗎？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 Kong. 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 will 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 1 繼續(xù) - CONTINUE 現(xiàn)在不方便/ Not available now2 “我們應(yīng)該什么時(shí)候再聯(lián)系您呢？” (記錄這次拒絕原因和下次聯(lián)系日期和時(shí)間) “When should I contact you again? (Mark down this contact result and next appointment date & time)為了確保訪問(wèn)的質(zhì)量，以下的訪問(wèn)可能將會(huì)被錄音。(不要讀出)1: 同意2: 不同意For quality control purposes, this interview may be recorded.同意/ Agree01 繼續(xù) - S1 / CONTINUE - S1不同意/ Disagree02 終止訪問(wèn) / 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您這輛奔馳汽車的車輛型號(hào)是/ The make and model of this Benz car.車輛型號(hào)/ Make and model: _Class / ModelCodeMercedes-Benz 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 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-Benz - Others4199Other Brands Please specify9997 - terminate(不要讀出) 不知道 Code 00 TerminateS 3(問(wèn)所有被訪者)您這輛奔馳汽車是（讀出選項(xiàng)） (單選)? / (Ask all) Is this car a company car or is it a private purchase? (Read out) (SA)公車? / Company car?01私車? / Private purchase?02(不要讀出) 不知道/ (Do not read out) DK00 TerminateS 6請(qǐng)問(wèn)您上一次去(插入特許服務(wù)中心名稱)為您的奔馳汽車接受常規(guī)保養(yǎng)或一般維修服務(wù)是什么時(shí)候 (單選) / 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/November11五月/May05十二月/December12六月/June06(不要讀出) 被訪者忘記 / 不知道(Do not read out) Cannot recall / DK00七月/July07S6ii Record Year 2007年前Before 2007012007年02(不要讀出) 被訪者忘記 / 不知道 (Do not read out) Cannot recall / DK00Q1您上一次去(插入特許服務(wù)中心名稱) 為您的奔馳汽車接受哪一種服務(wù) (讀出選項(xiàng))( 復(fù)選) / Regarding your most recent service experience, which of the following did you have carried out at your Mercedes-Ben authorized repairer? (Read out list, MA)A. 常規(guī)保養(yǎng)/ Routine Service01B. 一般維修/ Repair02C. 常規(guī)保養(yǎng)包括維修 / Routine Service Includes Repair03D. 鈑金和噴漆 / Body & Paint Repair04E. 其他原因 / Other05(不要讀出) 不知道 / (Do not read) DK00Q1F您是否為此服務(wù)付費(fèi)? / Did you have to pay for this work?全部付費(fèi)/ Yes for everything01付了一部分/ Yes, partly02沒(méi)有付費(fèi)/ No03(不要讀出) 不知道/ DK00(TerminateQ1G沒(méi)有付費(fèi)的主要原因什么? / How was this done predominantly? 保修期內(nèi)/Under warranty01善意索賠/ Under goodwill02被保險(xiǎn)范圍/ As an insured event03其他 / (不要讀出) 不知道/ Others / DK04SATISFACTION SECTION:(訪問(wèn)員讀出)現(xiàn)在，我想問(wèn)您對(duì)奔馳(插入特許服務(wù)中心名稱)提供的各項(xiàng)售后服務(wù)的滿意程度。請(qǐng)根據(jù)您在(插入日期)親身去過(guò)(插入特許服務(wù)中心名稱)的體驗(yàn)評(píng)分。您可以用1-10分任何一個(gè)分?jǐn)?shù)代表您的滿意程度。1分代表非常不滿意而10分代表非常滿意 。但其中有一些問(wèn)題將會(huì)不需要您用1-10分評(píng)分，到時(shí)候我會(huì)您給提示。Now, I would like to know your satisfaction towards various after sales services provided by (Insert Service Centre). Based on your experience of visiting (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 Rating Scale to rate, I will remind you when we come to them.Rating Scale/ 1-10分滿意程度評(píng)分方法:(不讀出)不適用Not Applicable非常滿意Very Satisfied非常不滿意Dissatisfied610987543210Q2 - 提前打電話預(yù)約奔馳特許服務(wù)中心 (單選)Question 2 - Called for an Appointment (SA) (讀出) 以下問(wèn)題需要您用1-10分評(píng)分。(Read Out) On the above shown 1 to 10 rating scale, where 1 is “Dissatisfied” and 10 is “Completely satisfied” please rate:Q2Ai請(qǐng)問(wèn)您這次去(插入特許服務(wù)中心名稱)之前，有沒(méi)有提前打電話預(yù)約呢？(單選) Did you personally call the Mercedes-Benz authorized workshop to make appointment? 是/ Yes 01否/ No 02 如被訪者回答“ 否” = code 2 跳到Q3A; If respondent answers “No” go to Q3A. Q2Aii您對(duì)這次去(插入特許服務(wù)中心名稱)之前提前打電話預(yù)約的滿意程度如何?How satisfied were you with the telephone contact regarding your Mercedes-Benz authorized repairer? 123456789100 Q3 - 有關(guān)奔馳特許服務(wù)中心服務(wù)前的接待流程(單選)Question 3 - Service Initiation (SA) (讀出) 以下問(wèn)題需要您用1-10分評(píng)分。(Read Out) On the above mentioned 1 to 10 rating scale, please be so kind and rate: Q3AIND(插入特許服務(wù)中心名稱)替您安排服務(wù)所需要的時(shí)間?The Mercedes-Benz authorised repairers ability to schedule your service within a reasonable time 123456789100Q3BIND您到達(dá)(插入特許服務(wù)中心名稱)后等候服務(wù)人員接待所需要的時(shí)間?The amount of time spent waiting to speak to someone when you arrived 123456789100(讀出) 以下問(wèn)題不需要您用1-10分評(píng)分。(Read Out) The following question do not need to be rated using the 1 to 10 rating scale. Q3C(插入特許服務(wù)中心名稱)的服務(wù)人員有沒(méi)有先和您介紹或討論需要的所有服務(wù)項(xiàng)目？(單選) Did the service adviser discuss with you all relevant work before the work was performed? DK allowed (SA)有 / Yes01沒(méi)有 / No02沒(méi)有必要談?wù)摶蚪榻B / Was not necessary 03(不要讀出) 不知道 / (Do not read out) DK00Q4 - 特許服務(wù)中心給您的第一印象(單選)Question 4 - Your First Impression of the Authorised Repairer (SA) (讀出) 以下問(wèn)題需要您用1-10分評(píng)分。(Read Out) Using the rating scale as before, please be so kind and rate your Mercedes-Benz authorized repairer on the following. Q4AIND(插入特許服務(wù)中心名稱)休息區(qū)的舒適程度?The provision of a comfortable waiting area?123456789100Q4BIND(插入特許服務(wù)中心名稱)休息區(qū)的整潔程度?The overall cleanliness of the waiting area?123456789100Q4C IND(插入特許服務(wù)中心名稱)休息區(qū)的設(shè)施, 如飲料供應(yīng)，報(bào)紙供應(yīng)，電視等等?The amenities available (e.g. beverages, magazines, TV)?123456789100Q4D IND您對(duì)在(插入特許服務(wù)中心名稱)等候服務(wù)時(shí)的時(shí)間支配的滿意程度如何?How well did your dealership enable you to spend your time during your vehicle has been serviced?123456789100Q5 - 有關(guān)服務(wù)人員/ 維修顧問(wèn)/ 服務(wù)經(jīng)理(單選)Question 5 - Authorised Repairer Service Advisor / Service Team Manager (SA) (讀出) 以下問(wèn)題需要您用1-10分評(píng)分。請(qǐng)您給(插入特許服務(wù)中心名稱)接待您的服務(wù)人員打分。服務(wù)人員 包括維修顧問(wèn)或服務(wù)經(jīng)理。(Read Out) Using the same rating scale as before, please rate your Service Advisor / Team Manager on how well they perform.Q5AIND(插入特許服務(wù)中心名稱)服務(wù)人員針對(duì)您這輛奔馳汽車的服務(wù)/維修需要所提供的建議?The provision of advice with regard to your service needs123456789100Q5BIND(插入特許服務(wù)中心名稱)服務(wù)人員對(duì)您的禮貌和尊重程度?The courtesy and respect of service staff123456789100Q5CIND(插入特許服務(wù)中心名稱)服務(wù)人員的誠(chéng)實(shí)程度?The honesty of service staff123456789100Q5DIND(插入特許服務(wù)中心名稱)服務(wù)人員的知識(shí)和專業(yè)程度?The display of knowledge and expertise123456789100Q5EIND(插入特許服務(wù)中心名稱)服務(wù)人員在您詢問(wèn)時(shí)對(duì)您的關(guān)注程度?” Their attentiveness to your inquires123456789100Q5FIND(插入特許服務(wù)中心名稱)服務(wù)人員對(duì)您這輛奔馳汽車的服務(wù)/維修需求所進(jìn)行的講解的清晰程度?The extent to which they clarified your needs123456789100Q5GIND(插入特許服務(wù)中心名稱)服務(wù)人員對(duì)您這輛奔馳汽車問(wèn)題的了解程度?The degree to which they understood the problem(s) with your car123456789100Q5HIND(插入特許服務(wù)中心名稱)服務(wù)人員對(duì)提供給您的服務(wù)承諾的履行程度?The extent to which they kept their promises 123456789100Q6 (單選)Question 6 (SA)Q6在服務(wù)開(kāi)始前，(插入特許服務(wù)中心名稱)是否提供了維修服務(wù)的報(bào)價(jià)？(單選)Did you get an estimation of any costs before the work was done? (SA)提供了/ Yes01沒(méi)有提供 / No02沒(méi)有需要/ Was not necessary 03(不要讀出) 不知道/ DK00Q7- 服務(wù)以客為主(單選)Question 7- User Friendliness (SA) (讀出) 以下問(wèn)題需要您用1-10分評(píng)分。(Read Out) Using the same rating scale as before, please rate your Mercedes-Benz authorized repairer regarding:Q7AIND(插入特許服務(wù)中心名稱)的收費(fèi)的合理程度?The fairness of any charges123456789100Q7BIND (插入特許服務(wù)中心名稱)服務(wù)的物有所值程度?The value of the received service123456789100Q7CIND(插入特許服務(wù)中心名稱)對(duì)您的時(shí)間的珍惜和重視程度?The consideration of your time123456789100Q7DIND(插入特許服務(wù)中心名稱)對(duì)您的重視程度?The degree of which they value you as a customer123456789100Q7EIND(插入特許服務(wù)中心名稱)對(duì)其提供的服務(wù)的支持及承諾的程度?The extent to which they stand behind their service123456789100Q7FIND(插入特許服務(wù)中心名稱)營(yíng)業(yè)時(shí)間的便利程度?The convenience of opening days and hours123456789100Q7GIND(插入特許服務(wù)中心名稱)地點(diǎn)的便利程度The convenience of location123456789100Q7HIND(插入特許服務(wù)中心名稱)外觀及清潔程度The cleanliness and appearance of the facilities及清潔程度123456789100Q9 - 有關(guān)服務(wù)/維修及取車 (單選)Question 9 - Picking Up Your Car After Service (SA) (讀出) 以下問(wèn)題不需要您用1-10分評(píng)分。(Read Out) The following question do not need to be rated using the 1 to 10 rating scale. Q9A這次服務(wù)/維修期間有沒(méi)有發(fā)生服務(wù)/維修項(xiàng)目變動(dòng)或者推遲取車日期? (如果有，問(wèn))(插入特許服務(wù)中心名稱)有沒(méi)有主動(dòng)通知您？(單選)Did the Mercedes-Benz authorised repairer call you to inform you about any unexpected additional work required (or in case of delays)? (SA)通知了 / Yes01沒(méi)有通知 / No02服務(wù)沒(méi)有發(fā)生變動(dòng)或者推遲取車日期 / There was no additional work or delay03(不要讀出) 不知道00Q9B (插入特許服務(wù)中心名稱)有沒(méi)有向您解釋維修項(xiàng)目的收費(fèi)？(單選)Did anyone explain you any charges to you for the performed work? (SA)解釋了 / Yes01沒(méi)有解釋 / No02不用付款 / No Charges03(不要讀出) 不知道00Q 10 - 完成服務(wù)/維修的承諾(單選)Question 10 Service Delivery (SA)(讀出) 以下問(wèn)題需要您用1-10分評(píng)分。(Read Out) Using the rating scale as before, please rate your Mercedes-Benz authorized repairer on the following.Q10AIND(插入特許服務(wù)中心名稱)在承諾的時(shí)間內(nèi)把服務(wù)或者維修完成?The promptness in having your car ready when promised?123456789100Q10BIND完成服務(wù)或者維修后，(插入特許服務(wù)中心名稱)清楚解釋所有服務(wù)或者維修項(xiàng)目?The explanation of work performed on your car123456789100Q10CIND (插入特許服務(wù)中心名稱) 主動(dòng)解釋服務(wù)或者維修項(xiàng)目收費(fèi)? The care in explaining any charges for work performed (if any)123456789100Q10DIND (插入特許服務(wù)中心名稱)付款流程的便捷?The process of paying for the service (if paid)123456789100Q10EIND(插入特許服務(wù)中心名稱)完成服務(wù)或者維修后，您的車輛的清潔程度?The cleanliness and appearance of your car123456789100Q10FIND(插入特許服務(wù)中心名稱) 完成服務(wù)或者維修后，您取車和付款所需的時(shí)間?The amount of time it took to pay and pick up your car?123456789100Q11 - 服務(wù)/維修的品質(zhì)(單選)Question 11 - Quality of Service (SA) (讀出) 以下問(wèn)題需要您用1-10分評(píng)分。(Read Out) Using the rating scale as before, please rate your authorized repairer on the following.Q11A IND (插入特許服務(wù)中心名稱)正確檢測(cè)出車輛故障的能力?Their ability to diagnose problems properly123456789100Q11B IND (插入特許服務(wù)中心名稱)所完成的服務(wù)或者維修工作的質(zhì)量?The quality of work performed on your car123456789100Q11C IND(插入特許服務(wù)中心名稱)按照您這輛奔馳汽車的需要完成服務(wù)或者維修工作的徹底性?The thoroughness in fulfilling your requests123456789100Q11D IND(插入特許服務(wù)中心名稱)對(duì)您這輛奔馳汽車進(jìn)行服務(wù)或者維修所需的配件能夠及時(shí)供應(yīng)?The availability of parts required?123456789100Q11F總的來(lái)說(shuō)，您對(duì)這次在(插入特許服務(wù)中心名稱)接受服務(wù)的整體體驗(yàn)的滿意程度如何？Overall, how satisfied are you with your service experience at this authorised repairer?123456789100Q12 - 一次完成修理工作 Question 12 - Fixed First Visit (讀出) 以下問(wèn)題不需要您用1-10分評(píng)分。(Read Out) The following question do not need to be rated using the 1 to 10 rating scale.Q12如果您這輛奔馳汽車需要維修是否一次性修好的？(單選)If your car required repair was it fixed at the first visit? (SA) 是 / Yes 1 問(wèn)Q13 / Skip to Q13否/ No 0 問(wèn)Q12A-I / Ask Q12A-I Q12A-G如果沒(méi)有一次修好，(插入特許服務(wù)中心名稱)給您的解釋是? (多選)If no, what reason was given? (MA)找不出車輛產(chǎn)生故障的原因 / Unable to diagnose problem01未能修好車輛的故障 / Work performed did not correct the problem02同一故障在修好之后又出現(xiàn)了/ Car broke again after being fixed03只修好了部分故障 / Authorised repairer only completed a portion of the work requested04維修工作造成了新的車輛問(wèn)題 / Authorised repairer caused new problem(s)05沒(méi)有庫(kù)存配件 / Parts were not in stock06其他, 請(qǐng)注明/ Others, Please Specify: _07(Do not recall) 被訪者忘記 / 不知道/ Cannot Recall / DK 00Q12H除這次光臨(插入特許服務(wù)中心名稱), 為了修好您這輛奔馳汽車，您一共再去了這間服務(wù)中心多少次? (單選, 被訪者不可以回答“ 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 / Once1兩次 / Twice2三次 / Three times3四次 / Four times4五次或以上 / Five times or more5Q12I您這輛奔馳汽車的故障最後全部維修好了么？(單選)Are the problems solved? (SA)修好了 / Yes1沒(méi)有修好 / No2Q13 - 電話回訪(單選)Question 13 - Service Follow Up (SA)Q13您是否在取車之后收到了(插入特許服務(wù)中心名稱)打來(lái)的回訪電話？(單選)Were you contacted after the service was completed to see if the work was performed to your satisfaction? (SA) 收到了/ Yes1沒(méi)有收到 / No2Q14 - 您的奔馳汽車問(wèn)題 (單選)Question 14 - Experienced Troubles with Your Vehicle (SA) (讀出) 以下問(wèn)題需要您用1-10分評(píng)分。您這輛奔馳汽車現(xiàn)在的狀況及程度是 (單選)(Read Out) Using the above mentioned 1 to 10 rating scale, please rate your authorized dealer on the following.Q14A運(yùn)行沒(méi)有故障Failure-free operation of your vehicle123456789100Q14B車輛沒(méi)有雜音Your vehicle is free of clatter and squeal123456789100Q14C易于維修保養(yǎng)Problem-free maintenance and repair of your vehicle123456789100Q15 - 推薦Question 15 Recommendation(讀出) 以下問(wèn)題不需要您用1-10分評(píng)分。 (Read Out) The following question do not need to be rated using the 1 to 10 rating scaleQ15A您會(huì)向您的親戚朋友推薦(插入特許服務(wù)中心名稱)么？(讀出選項(xiàng) 單選)Would you recommend this authorised repairer to a friend or relative for service work? (SA)一定會(huì)/ 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.可能會(huì)/ Fairly Likely03可能不會(huì) / Probably Not02一定不會(huì)/ Definitely not01 (不要讀出)不知道/ (Do not read out) DK 0015B下次您的奔馳汽車需要售后服務(wù)的時(shí)候，您會(huì)繼續(xù)選擇(插入特許服務(wù)中心名稱么？(讀出選項(xiàng)單選)Would you reuse this authorised repairer yourself? (SA)一定會(huì)/ 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.很可能會(huì)/ Probably Yes04可能會(huì)/ Fairly Likely03可能不會(huì) / Probably Not02一定不會(huì)/ Definitely not01(不要讀出)不知道/ (Do not read out) DK00(No Q16) Q17 - 個(gè)人資料（只用作統(tǒng)計(jì)分類）Question 17 - About You (For Classification Purposes Only) (讀出) 最后，我想問(wèn)一些有關(guān)你的個(gè)人資料用作分析用途。Q17A(訪問(wèn)員記錄