顾客满意度调查计划

一、调查目的

1、收集发出产品和服务不足并组织改进。                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              

2、实用、先进技术的整理和提供。

3、竞争对手优劣势调查、分析。——深圳金岷江、苏州日特、山东中际

4、了解不断变化的顾客需求和期望,找出与顾客满意或不满意直接有关的关键因素或绩效指标，评估公司与主要竞争者的满意度指标差异。

二、调查方法、注意点：

1、分片区和客户类型走访，以现场访谈为主，发放调查表及电话调查为辅。

2、确保信息真实，带着问题和目的去走访，找准能如实反馈我公司设备的使用情况和客观作出评价的访谈对象，对客户老板、车间主任、机修人员立体访问。

3、根据访谈对象设置访谈内容，如客户老板或高层主要是公司在同行业中的评价，车间主任或设备侧重于加工精度、设备运行稳定性，机修人员主要是设备的具体问题点。

4、重点突出对客户负责的理念，了解客户真实想法和对巨力品牌、设备、服务等的真实评价；

5、调查后一个月内对客户提出的建议和要求以电话或传真进行回复。

7、由质量服务部主导分析和撰写调查报告，落实责任部门，实施改进并进行跟踪和汇报。

三、调查内容和权重

1、调查内容

1）顾客对产品的质量、价格、交期、服务感受度及公司形象。

2）行业中的排名、位置等市场地位与竞争对手的比较等。

3）顾客需求结构的识别，与顾客期望间的差距。

2、具体项目和权重设置——针对新老、高低端客户调查项目、权重将进行适当调整。

四、调查对象：重点战略客户，中高端客户，调查对象必须要有覆盖性、代表性，即选择调查的客户要能体现我们公司的产品和服务满意度。

五、参与调查人员：倪志新、李光海、卢义兵、袁学利

六、具体调查计划

                                  日期：2016-4-9           日期：