私 家 车 可 靠 质 量 调 查 问 卷.doc

阅卷复核编码输入项目编号问卷编号(客户车型编号)问卷编号(竞争车型编号)问卷编号(DP)CHECKEDQCCODEDPUNCHEDJOB NO.QNAIRE NO.(Fukang)QNAIRE NO.(Competitor)QNAIRE NO.(DP)城市编号CITY CODE北京广州/深圳武汉BeijingGuangzhouWuhan123过去12个月（12MIS）(检查配额)富康两厢 TU5JP4 FukangHatch TU5JP42福特福克斯三厢Ford Focus 3 corps15日产骐达-两厢Nissan Tiida-Tri-corps28爱丽舍TU5JP4Elysee TU5JP43福特福克斯两厢Ford Focus 2 corps16日产颐达-三厢Nissan Tiida-Bi-corps29雪铁龙凯旋EW10A BVMC-Triomphe EW10A BVM5一汽大众迈腾FAW-VW Magotan17日产天籁Nissan Teana30雪铁龙凯旋EW10A BVAC-Triomphe EW10A BVA6大众速腾VW Sagitar18标致307 TU5JP4Peugeot 307 TU5JP47大众捷达VW Jetta19标致307 EW10APeugeot 307 EW10A8本田思迪Honda City20标志206 TU5JP4Peugeot 206 TU5JP49大众波罗三厢VW Polo Tri-corps21标志206 TU3AFPeugeot 206 TU3AF10大众波罗两厢VW Polo Bi-corps22雪铁龙C4 TU5JP4C4 TU5JP411本田飞度两厢Honda Fit Hatch23雪铁龙C4 EW10J4C4 EW10J412本田雅阁Honda Accord24仅供FW统计雪铁龙C2 TU5JP4C2 TU5JP413本田思域Honda Civic25质量问题的个数(TGW)雪铁龙C2 TU3AFC2 TU3AF14丰田凯美瑞Toyota Camry26影响购买的质量问题个数Q10h丰田花冠Toyota Corolla27抛锚故障Break down Q10e2009 QAS调研问卷 (循环 1)2009 QAS Survey Rotation 1 被访者姓名 /NAME OF RESPONDENT:电话号码 /TEL. NO：地址/ADDRESS:邮政编码/POSTAL CODE: 访问日期/ DATE OF INTERVIEW:访问开始时间/STARTING TIME :访问结束时间/ FINISHING TIME :访问持续时间/:LENGTH OF INTERVIEW:访问员姓名：_访问员的访问证卡的号码：我特此证明，该访问是正确和完整的，并且是按照访问指示、市场调查和社会研究惯例国际准则而实施的。签名：_日期：_私 家 车 可 靠 性 质 量 调 查 问 卷该调查表应由负责车辆维修保养的人员填写。所提的问题只涉及该车，不考虑其它车辆。有关您车辆的信息 information of your car 1 a 您车辆的品牌？What make is your car?_（例：神龙富康，大众等）(e.g., Shenglong-Fukang, VW, etc.)5您的车是(读出)？ What are the type of the car body and the number of the car doors(read out)?3厢(4门轿车，行李箱式)-3 volume2厢(4门轿车，尾门式)-2 volume多功能车(如，毕加索)/MPV(e.g. Picasso) -运动型休闲车/SRV-口口口口1234b车型 What model is it?_（例：AL，捷达GIX等）( e.g., AL, Jetta GIX, etc.)注意： Q1的品牌和车型必需符合本项目要求的车型（即，与甑别问卷相符）6您车辆的变速箱类型(读出)？ What type of transmission does this car have(read out)?5 档手动 5-speed manual -6 档手动 6-speed manual -自动变速箱（无离合器踏板）-Automatic (no clutch pedal)口口口1232a排量 (升) (追问一次) )(probe once)What engine size does this car have (liter)? _ CC (4位数)若回答“不知道/拒绝”，则此题留空Leave blank, if DK in 2a/b7下列选装件中,哪些是原厂装配的, 还有吗，还有吗？ (示卡) (追问两次)： Among the optional equipment listed below, please tell me the ones who were factory installed?(showcard, probe twice)b发动机马力 (追问一次) (probe once)What is the horsepower of the engine?_(3位数) 若回答“不知道/拒绝”，则此题留空活动顶蓬 -Sliding roof/sun roof中控门锁 -Central door locking with remote control口口123a您车辆上牌照的日期？When was your car registered?_ 月 month (2位数)_年份 year 20-(4位数)不接受“不知道/拒绝”报警装置 -Security alarm真皮座椅 -Leather seats电动调节座椅 -Powered controlled seats口口口345b该车是： This car is a公务车 company car -私家车- private car -口口12电动升降玻璃 -Power windows收音机磁带播放机- Radio with cassette player 收音机CD播放机 Radio with CD player - 空调Air conditioning -口口口口67894a车上装备的发动机类型(读出)： What is the type of the car engine (read out)?汽油电喷-Electronic injection gasoline engine 汽油化油器- Gasoline carburettor双燃料 Bi Carburant -液 化 气 GPL - 柴油 Diesel-不接受“不知道/拒绝”口口口口口12345跳问Q5Go to Q5跳问Q5Go to Q5跳问Q5Go to Q5跳问Q5Go to Q5外后视镜电动调节-Power remote controlled mirrors 助力转向-Power assisted steering司机座和乘客座安全气囊-Airbag on drivers side and airbag on passengers side 侧面安全气囊 Side air bag-刹车防抱死系统（ABS)-ABS/ anti- lock breakers口口口口口11121314154b请问该车使用不同燃料行驶里程的百分比？(请注明)What is the estimated percentage of your annual km 使用汽油行驶里程 % of mileage using Gasoline使用液化气行驶里程% of mileage using GPL合计 TOTAL _% _%100% 8您车辆油漆类型是 (读出) ： What type of paint is your car(read out)?特殊油漆（金属漆、清漆、珠光漆)-Special type of paint (e.g., metallic paint, clear coat, etc.)普通漆-General paint Leave blank, if DK如果被访者不知道油漆类型，则此题留空口口12您 对 您 车 辆 的 满 意 度 Your level of satisfaction towards your car9对于以下的两个问题，请您使用如下打分表指明您对您车辆的满意程度,分数代表满意程度.10分代表非常满意,1分代表非常不满意 (出示示卡)Please use the following scale list to rate your satisfaction level with your car towards the following two questions. The different marks represent levels of satisfaction. Auto-administered.(Show Card) 完全满意 Completely satisfied:很满意Very satisfied: 比较满意Fairly satisfied:不满意Somewhat dissatisfied:很不满意Completely dissatisfied:10987654321a) 您能写明最能表达您对您车辆整体满意度的分数吗？ 从1至10分打分 记录：_Can you rate your current level of satisfaction with your car (ranging from 1 to 10)?b) 使用上述同样的打分表，请对下述清单的各项打出您的满意度分数，请将相应的满意度分数写在清单各项旁 Please rate the levels of satisfaction with the following items list using the same rating scale?性能Characteristics分数 number性能 Characteristics分数number性能 Characteristics分数Number整体质量-Overall quality 质量/价格比-Value for money 没有任何缺陷-Absence of faults so far无异响-Freedom from squeaks and rattles车身外部油漆-Exterior paint condition车身做工-Bodywork finish车身坚固-Body strength and sturdiness锁、门、窗的机械机构-Locks, doors, windows mechanism出/入车辆的容易性-Ease of getting in/out of the car 内部空间宽敞-Interior roominess仪表板：材质与做工-Dash board: material quality and finish-车辆内部：材质与做工-Interior: material quality and finish 前排座椅的舒适性-Front seat comfort 驾驶员位置-Driving position驾驶座视野-Visibility from driver seat收音机/录音机/CD机-Radio/Cassette/CD加热装置/通风装置/空调-Heating/Ventilation/Air conditioning行李箱容积-Luggage capacity安全性能-Safety 制动性能-Breaking 加速性能-Acceleration 方向稳定性-Roadholding悬挂的舒适性-Suspension comfort-驾驶的平稳性-Smoothness of ride行驶时噪声-Quietness when driving操作灵便 -Maneuverability 转向系-Steering换档-Gear change 机械件可靠性-Mechanical reliability 油耗-Fuel consumption维修人员解决问题的效率-Dealer efficiency at fixing problems保养和维修费用-Cost of maintenance and repairs 控制按钮、开关和把手的坚固性-Robustness of control, switches and handles- -注意：1) Q9b的问题向被访者解释清楚后，交给被访者填写，请确定被访者是认真填写的。填完后访问员检查一下是否有遗漏。2) Q9b的答案(尤其是“维修人员解决问题的能力”和“保养和维修费用”)，如果被访者回答不出，则追问一次后留空Note: interviewer should check any missing in Q9b， leave blank after probe once for any missing. 访问员读出下面这段话：10. 这是此次调查中最重要的部分. 请您尽可能详尽地告诉我们您的汽车发生的故障和出现的问题, 无论它们看 起来是多么微不足道.请指出任何损坏, 渗漏, 噪声变大或开始发出响声, 短路, 不再正常运转, 变得不听使唤, 引起汽车抛锚, 或是在交付到时已被损坏的情况. 但是这些问题不包括直接由交通事故引起的故障, 因此不要提及任何由事故引起的故障或问题. 本次访问目的是帮助生产商了解汽车的质量问题,以便改进.所以请您提供详细有关质量问题的信息.回答没有对错之分，我们只是想听取您的宝贵意见。让我们先从“内 外 油 漆, 锈 蚀”部分的问题开始,This is the most important part of our survey. Please tell us as much as you can about the things that have gone wrong with your car however trivial they may seem. For each subpart of a car I am going to show you, please mention anything that has broken, leaked, become noisy or rattle, stopped working properly, caused the car to break down, or was damaged when car was delivery.Please do NOT mention faults that have resulted directly from an ACCIDENT.Let us start with things that could have gone wrong with the INTERIOR/EXTERIOR PAINT, RUST of your car.There are no correct or wrong answers, we are just interested in you opinion.内 外 油 漆, 锈 蚀 出示示卡A(01-02项) SHOW SHEET A Interior/exterior, rust”(Item 01-02)10a-1. 请仔细看一遍这张卡片, 然后告诉我是否您的车子曾遇到过任何这类的问题?Please read through this carefully and let me know if you met any problem of this kind with your car.有问题 Had problem1 跳问10b-1 SKIP TO 10b-1无问题 No problem2 问10a-2 ASK 10a-210a-2. 我对您的车子曾经有过的任何小问题都有兴趣, 哪怕您认为只是一些很小的问题。您能确信没有任何这类问题吗? Are you really sure. I am interested in anything that could have gone wrong with your car even if you think the problem was very minor?有问题 Had problem1 跳问10b-1 SKIP TO 10b-1无问题 No problem2 问下一张卡片 SKIP TO NEXT SHEET10b-1. 请问您的车子有卡片上的哪些问题? Which item of the list is concerned?圈选在相应的题号上CIRCLE ON THE ITEM NO. 10b-2. 请您尽可能地仔细地描述一下这个问题? 是在何种情况下产生这个问题的? 是在车子的哪个部分发生的, 或杂音是从哪儿发出的? (追问) 还有什么其他的问题? 是在何种情况下产生这个问题的? 是在车子的哪个部分发生的, 或杂音是从哪儿发出的?Could you please describe in your own words giving me as much details as possible? PROBE AS : Whats else can you tell me about this problem? Under which conditions did this problem occured? From which part of the car exactly does the problem take place or the noise come form?记录在空白处栏内 REPORT THE ANSWER AS MUCH DETAIL IN BOX注意：1） 请在该题空白处栏内记录被访者的所有原话，不得缩简或归纳。2） 记录字迹需十分清楚。3） 请记住本题的作用在于帮助客户了解问题的原因，以便改进汽车质量。所以被访者的回答内容需追问得十分清楚详尽，不可以出现模糊不清得答案。(这一点请在访问结束时在检查一遍，确认后才可让被访者离开)。根据前几轮的经验，尤其要注意追问被访者关于噪音/异响的提及。类似于单纯的“有杂音”，“吱吱声”等不合要求，需进一部追问：- 这是哪种声音（如，吱吱声）？听起来像什么（如，金属发出的声音）？- 什么情况下会发出这种声音 （如，转弯时，开窗时）？- 这声音是怎么产生的、从那里发出来的？精确的说是从那个部位发出来的？4） 如果被访者提及的某个质量问题属于后面将要提问的某个部分，则请访问员先记录在对应的那个部分（但暂时不详细追问），等到问到那一部分的问题时再加以追问。5） 如果被访者在某一项(例如，第31项)提及两个质量问题（TGW）分开记录这两个问题，并分别追问。6） 先广度追问，再深度追问。即，出示一张卡片后，先在对应项中记录被访者提及的问题（追问还有吗），然后再回头针对每个问题追问详细内容。IMPORTANT:1） Please record exactly all that is said by the respondent.2） Writing should be readable.3） Please bear in mind the purpose of this question is to help the manufacture understand the actual problem, so that they can improve the quality. Therefore, all the answered should be very clear and probed in detail.Particularly, in the past years, noise problems are not fully probed. Please be reminded to probe on noise problem for further details:- What kind of noise is this ? (whistling/hissing/squeaking noise .) ; what does it sound like ? (metallic/plastic sound .)- When do you hear this noise ? i.e whether the noise is always there or only happens under certain circumstances (when turning, when turning the engine on, when driving with the windows open .)- where does the noise come from precisely ? what precise part of the car is concerned ?4） If interviewer is sure this TWG will be addressed at a later stage of the questionnaire, please record it at the corresponding part of the questionnaire first, and probe when come to that part of the questionnaire.5） The interviewer must first record all problems met in the concerned surveyed section and then come back to each one of them individually for details. 10c. 请问它是车子供货时发生的, 还是在供货后发生的? Did this problem take place on delivery or later on? 供货时 On delivery(在B栏下面所对应的方框1画圈 Circle on column B) 供货后 Later on (在C栏下面所对应的方框2画圈Circle on column C)10d. 该故障首次发生时里程是多少？What was the KMs of your car when this problem first happened?在D栏和相对应的下面的横线中记录公里数RECORD KMs ON COLUMN D10e. 该故障是抛锚故障/使您不能使用您的车？ Is this problem a stall or it made you unable to use your car? 是的 Yes(在E栏下面所对应的方框1画圈Circle on column E)否 No10f. 为解决该故障您将车送去修理了吗？Did you take your car for repair to solve this problem?是的 Yes(在F栏下面所对应的方框2画圈Circle on column F)否 No跳问10h Skip to 10h10g.维修后故障排除了吗？Was the problem fixed after the repair?是的 Yes(在G栏下面所对应的方框3画圈Circle on column G)否 No10h. 该故障是否会使您不再购买该品牌车辆 ？This problem made you angry, you wont buy cars of this brand.是的 Yes(在H栏下面所对应的方框4画圈Circle on column H)否 No对被访者每个提到的问题问 Q10b-Q10h, 当被访者问完这张卡片的所有有关问题后, 再问:您还有什么有关 内外油漆, 锈蚀方面的问题吗?如果有, 回到Q10bRepeated Q10b-Q10h for all declared problem. Once the respondent has finished describing all problems from one section, ask:Anything else concerning Interior/exterior paint, rust problem you may have met?If have, go back to Q10b出示卡片B(03-13项), 重复10a-10h的问题SHOW SHEET B, REPEAT QUESTION 10a-10h (item 03-13). 出示卡片C(14-21项), 重复10a-10h的问题SHOW SHEET C, REPEAT QUESTION10a-10h(item 14-21). 出示卡片D(22-31项), 重复10a-10h的问题SHOW SHEET D, REPEAT QUESTION 10a-10h .(item 22-31) 出示卡片E1(32-45项), 重复10a-10h的问题SHOW SHEET E1, REPEAT QUESTION 10a-10h .(item 32-45) 出示卡片E2(46-49项), 重复10a-10h的问题SHOW SHEET E2, REPEAT QUESTION 10a-10h (item 46-49). 出示卡片E3(50-58项), 重复10a-10h的问题SHOW SHEET E3, REPEAT QUESTION 10a-10h .(item 50-58)出示卡片F(59项), 重复10a-10h的问题SHOW SHEET F, REPEAT QUESTION 10a-10h .(item 59) 当这所有示卡上的所有问题都问完以后, When reach the end of the quality question,如果被访者有回答问题, 问:在我们结束这些卡片的问题前, 您确信没有除了你刚才提到的问题以外的其他任何问题吗?If some problem(s) have been declared:Before we proceed with the end of the interview, are you sure you did not have any other problem(s) than the one(s) we have just discussed?如果被访者没有发生任何问题, 问:在我们结束这些卡片的问题前, 您确信没有任何一方面的问题吗?If no problem have been declared:Before we proceed with the end of the interview, are you sure you did not have any problem with your car? 参阅如下故障清单，每当您碰到发生在您车辆上的故障，请在相应的空格中做上标记，并说明该故障是在供 时或供货后发生的。 同时写明行驶里程，然后，如果发生过某种缺陷，则在表格右方的相应空格内做上标记（抛锚、维修、严重性）。Please check the breakdown list below and tick in the corresponding spare whenever there is a breakdown in your car. And please tell us when does the problem appear, on delivery or later? And write the KMs of your car, too. Then, if there were certain breakdowns, please tick in the corresponding spare at the right side of the table stall, repair, and seriousness). 请在预留的空白地方详细描述该故障，并说明： - 涉及到车辆的哪一零件 - 故障是以怎样的方式和在怎样的情况下发生Please describe in details this problem in the preserved margin, and please illustrate: -Which component involved? -Under what condition and in what way did this problem happen?这些描述对于工程师更好地了解您车辆的故障非常有用。因此请提供您认为有必要的详细情况以帮助他们了解.请勿提供与交通事故有关的问题。These descriptions help the engineers get a better understanding of your cars. So please provide detailed information that you think is necessary for the engineers, but no problems of traffic accidents involved please.Q10cQ10dQ10eQ10fQ10gQ10h零部件或元件 Components请在预留的空白地方详细描述您所遇到的故障Please describe in details the breakdown across at the preserved margin.请问您遇到的故障发生在 Please point out the problem you came across: 供货时 供货后On delivery after delivery B C该故障首次发生时里程是多少？What was your cars KMs when you came up with the first problem?_kmD该故障是抛锚故障或使您不能使用您的车 Is this problem a stall or it made you unable to use your car?E为解决该故障您将车送去修理了吗？ Did you get your car repaired to solve the problem?F维修后故障排除了吗？Was the problem eliminated after repair?G该故障是否会使您不再会购买该品牌车辆 This problem made you angry, you wont buy cars of this brand.HA 内外油漆，锈蚀 Interior/exterior paint, rust01油漆缺陷（油漆划伤、擦伤、剥落、脆弱、不均、流挂) Paint defects ( peelings, scratches, crispness, unevenness, excess)口1口1口2口2-公里-公里是 口1是 口1是 口2是 口2是 口3是 口3是 口4是 口4请在下面描述该故障和缺陷部位 Please describe the defect and tell me where the problem took place. (是在何种情况下产生这个问题的? 是在车子的哪个部分发生的? 或杂音是从哪儿发出的?) Q10cQ10dQ10eQ10fQ10gQ10h零部件或元件 Components请在预留的空白地方详细描述您所遇到的故障Please describe in details the breakdown across at the preserved margin.请问您遇到的故障发生在