奔馳售后服務(wù)滿意度調(diào)查問(wèn)卷(已修改)
2025-04-06 12:53 本頁(yè)面
【正文】 Page1of16ASIANPACIFICVersionQuestionnaireMercedesBenzCustomerSatisfactionIndexAfterSalesPassengerCarsVersionJan.2008GlobalServiceamp。PartsMercedesBenz–CSIQuestionnaire2007 GSP/MRP,MarkusOliverKrickQ32.訪問(wèn)員姓名:InterviewerName:Q33.訪問(wèn)員號(hào)碼:InterviewerIDNo.:訪問(wèn)日期/DateofInterviewQ34.日Q35.月Q36.年Q37.季期Q1–01Quarter:Q2–02Day(DD):__Month(MM):__Year(YYYY):____Q3–03Q4–04訪問(wèn)所需時(shí)間/InterviewLengthQ38.訪問(wèn)開(kāi)始時(shí)間:Q39.訪問(wèn)結(jié)束時(shí)間:InterviewStartTime:InterviewEndTime::VehicleRegistrationYear/Month::LicenseNo.::CurrentMileageofthevehicle::VehicleModel:Q27.是否為此服務(wù)付費(fèi)/Havetopayforthiswork全部付費(fèi)/Yesforeverything01付了一部分/Yes,partly02沒(méi)有付費(fèi)/No03:VehicleCollectionDate::ServiceAdvisor::ServiceCentre/DealerName:Q41.國(guó)產(chǎn)車(chē)/進(jìn)口車(chē)CKD/CBU國(guó)產(chǎn)車(chē)/CKD–1進(jìn)口車(chē)/CBU–2Q42沒(méi)有付費(fèi)的主要原因是/Howwasthisdonepredominantly保修期內(nèi)/Underw善意索賠/Underg被保險(xiǎn)范圍/Asaninsurede其他/(不要讀出)不知道/OthServiceCarriedOutDuringLastVisit:常規(guī)保養(yǎng)/RoutineService1一般維修/Repair2常規(guī)保養(yǎng)包括維修/RoutineServiceIncludesRepair3鈑金和噴漆/Bodyamp。PaintRepair4其他原因/Otherreasons5:RespondentName::Tel.No:Q21.被訪者性別GenderofRespondent:男/Male–1女/Female2Q22.被訪者身份:StatusofCustomer:車(chē)主/Ownerofthecar–1司機(jī)/Driverofthecar–2其他/不知道/Others/Don’tknow3Page2of16訪問(wèn)員提示:根據(jù)奔馳名單記錄被訪者資料/InterviewerInstructions:RecordinformationaccordingtoinformationontheMercedezBenzsamplelistsABOUTTHERESPONDENTABOUTTHERESPONDENTS’BENZCARABOUTTODAY’SINTERVIEW（Agencyinternaluse）GlobalServiceamp。PartsMercedesBenz–CSIQuestionnaire2007 GSP/MRP,MarkusOliverKrick可以/Yes1222。繼續(xù)CONTINUE現(xiàn)在不方便/Notavailablenow2222?！拔覀儜?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)222?！癢henshouldIcontactyouagain?(Markdownthiscontactresultandnextappointmentdateamp。time)同意/Agree01222。繼續(xù)S1/CONTINUES1不同意/Disagree02222。終止訪問(wèn)/THANKSANDTERMINATEPage3of16MercedesBenzServiceQuestionnaire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(chē)銷(xiāo)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(xiāo)任何產(chǎn)品或者服務(wù)。整個(gè)訪問(wèn)大約需要1215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？Goodmorning/afternoon/evening!AreyouMr./Miss/Mrs(Readoutrespondent’snameonsamplelists)?Mynameis(Readoutinterviewername)fromTNS.TNSisanindependentmarketresearchpanyinHongKong.WeareconductinganopinionsurveyonbehalfofMERCEDESBENZChinaLtd.aboutthequalityofaftersalesservicesofferedbyMERCEDESBENZservicecentresinMainlandChina.Allinformationyouprovideinthisinterviewwillbeusedforresearchanalysisandkeptstrictlyconfidential.Wewillnottrytosellyouanyproductsorservicesduringtheinterview.Theinterviewwilllastabout12to15minutes.Mr./Miss/Mrs(Readoutrespondent’snameonsamplelists),canIstarttointerviewyounow
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