2002年度客户满意度调查实施计划.doc

Dear Customer： Please fill in the following list, if you have any suggestions for our service quality. Really appreciated for your support! JHJ International Transportation Co., Ltd.Company Name:Dept:Address:Your Name:Tel:Date:Fax:E-mail:Customer Satisfaction Survey for Air ImportDear Customer：If you were asked to score the following aspect, how much will you give? Score 1 for totally dissatisfied，Score 2 for dissatisfied，Score 3 for Normal，Score 4 for satisfied， Score 5 for satisfied so much。 ITEMCONTENTScorePROBLEM&DEMANDQuotation1、reply immediately2、clear quotation3、reasonable offerClient Inquiry1、convenience and quick response of business commission2、convenient searching and consulting, quick response3、meet your requirement on special services4、in time and accurate arrival notice5、timeliness and validation of documentation6、passionate, patient and active CS people7、CS peoples professional skills and capabilities to solve problemsCustom Declaration1、accurate document verification2、clearance of goods immediately3、send you the checking info in time4、Custom declaration and clarification ability5、Custom declaration speed6、the speed of return Custom declaration documentDelivery1、contact you and check the delivery plan in time2、the speed pf sending cargos and the validity3、Service quality of fleet4、the protect measures and the delivery satisfy youFinancial Settlement 1、rational charge2、in time financial settlement3、correct invoices and bills4、duty/tax outstanding service satisfactionHandle Complaint1、Smooth channels to feedback your complaint2、handle your complaint in time3、satisfaction on the response about your complaintAgreement1、advantages of our services compared with your other vendors2、actively contact with you on the extension after the expiration of the contract3、customer relationship maintenance satisfactionCommunications:1、call-in service satisfaction2、fax receiving and solutions satisfaction3、express sending and receiving