客戶滿意度調(diào)查表

,客戶滿意度調(diào)查表(質(zhì)量部分),,,,,,,

,,,,,,,,,

,To:致客戶,,,,From:,,,

,部門,,,,部門,,,

,傳真,,,,傳真,,,

,電話,,,,電話,,,

,,,,,,,,,

,DearSir/Madam:,,,,,,,

,"為持續(xù)提升我們服務(wù)的質(zhì)量,特進(jìn)行客戶滿意度調(diào)查,茲提供下表惠請?zhí)顚?作為改善之參考.敬請?zhí)钔缀蠡貍?謝謝!",,,,,,,

,,,,,,,,,

,*加權(quán)分由精華計算，客戶不需填寫。,,,,,總分,0,

,"項目

","分項

","權(quán)重

","評分標(biāo)準(zhǔn)

","評分范圍

","客戶評分

","加權(quán)分

","建議或評價

"

,"品質(zhì)

(權(quán)重:55)",上線品質(zhì),20,達(dá)到客戶質(zhì)量目標(biāo)要求.,80-100分,,0,

,,,,"未達(dá)到客戶質(zhì)量目標(biāo)要求,但是改善對策有效.",60-79分,,0,

,,,,"未達(dá)到客戶質(zhì)量目標(biāo)要求,且改善對策無效.",0-59分,,0,

,,客訴回復(fù)及時性,15,在客戶要求回復(fù)時間內(nèi)按時回復(fù).,80-100分,,0,

,,,,"延遲回復(fù),但是在經(jīng)客戶同意后的指定時間內(nèi)回復(fù).",60-79分,,0,

,,,,"未按時回復(fù),且未與客戶溝通.",0-59分,,0,

,,客戶抱怨改善力度,10,質(zhì)量有改善且符合要求.,80-100分,,0,

,,,,質(zhì)量有改善但是仍未符合要求.,60-79分,,0,

,,,,質(zhì)量無改善.,0-59分,,0,

,,客戶稽核改善力度,5,問題已解決且無再次發(fā)生.,80-100分,,0,

,,,,"對策已執(zhí)行,但是問題有再次發(fā)生.",60-79分,,0,

,,,,"對策執(zhí)行不徹底,且問題有再次發(fā)生.",0-59分,,0,

,,"HSF產(chǎn)品質(zhì)量

(HSF:無有害物質(zhì))",5,無任何HSF質(zhì)量問題.,100分,,0,

,,,,發(fā)生HSF質(zhì)量問題.,0分,,0,

,"服務(wù)

(權(quán)重:30)",CS人員服務(wù)態(tài)度,15,"積極主動,熱情,有責(zé)任心.",90-100分,,0,

,,,,"一般,可符合需要.",60-89分,,0,

,,,,"消極,生硬,難于溝通",0-59分,,0,

,,CS人員專業(yè)知識,10,"品保專業(yè)素質(zhì)好,可更好推動項目進(jìn)程.",90-100分,,0,

,,,,品保專業(yè)知識可滿足需要.,60-89分,,0,

,,,,"品保專業(yè)知識欠缺,會造成溝通困擾.",0-59分,,0,

,,提供客戶需求數(shù)據(jù)的及時性及質(zhì)量,5,"配合度好,及時完善提供客戶需求數(shù)據(jù).",90~100分,,0,

,,,,"一般,可按時提供符合客戶需求的數(shù)據(jù).",60~89分,,0,

,,,,"不及時,或時常出錯,或信息常不正確.",0~59分,,0,

,IQC(權(quán)重:15),異常反饋,5,能及時迅速準(zhǔn)時的反饋異常至客戶端.,90~100分,,0,

,,,,"能及時迅速反饋異常至客戶端,信息內(nèi)容較差.",60~89分,,0,

,,,,"不及時,或信息常不正確.",0~59分,,0,

,,IQC人員服務(wù)態(tài)度,5,"積極主動,熱情,有責(zé)任心.",90-100分,,0,

,,,,"一般,可符合需要.",60-89分,,0,

,,,,"消極,生硬,難于溝通",0-59分,,0,

,,IQC人員專業(yè)知識,5,"專業(yè)素質(zhì)好,可更好推動項目進(jìn)程.",90-100分,,0,

,,,,專業(yè)知識可滿足需要.,60-89分,,0,

,,,,"專業(yè)知識欠缺,會造成溝通困擾.",0-59分,,0,

,,,,,,,,,

,貴司HSF管控標(biāo)準(zhǔn)是否有修改變更﹖□有□無,,,,,,,

,精華質(zhì)量在您心目中的_____家外包廠商中排第_____名?,,,,,,