维苏威客户满意度调查表

By the end of 25th July 2018

截止2018年7月25日

How long have you been a customer of Vesuvius?
您成为维苏威客户多久？
The name of the steel plant that you work for
您所服务的钢厂名称
Q1. Which of the following types of products and services do you currently purchase from Vesuvius? (READ LIST. ACCEPT MULTIPLE.)
目前您从维苏威购买哪些产品/服务（请看以下产品列表，可多选）
Q2. How important to the success of your business is each of the following factors? Use a four-point scale where 4 equals extremely important and 1 equals not important. If you are not involved with that factor, please tell me.
以下每个因素对您的业务顺利进行有多重要？ 其中4表示非常重要，1表示不重要。 如果这个因素与您不相关，敬请说明。
Q2.1 Product Performance 产品表现
  • 4 = Extremely Important 极其重要
  • 3 = Very Important 非常重要
  • 2 = Somewhat Important 重要
  • 1 = Not Important 不重要
  • 0 = No Involvement 不相关
Importance 重要性
Q2.2 Product Uniformity/ Consistency 产品稳定性
  • 4 = Extremely Important 极其重要
  • 3 = Very Important 非常重要
  • 2 = Somewhat Important 重要
  • 1 = Not Important 不重要
  • 0 = No Involvement 不相关
Importance 重要性
Q2.3 Application Engineering 产品应用
  • 4 = Extremely Important 极其重要
  • 3 = Very Important 非常重要
  • 2 = Somewhat Important 重要
  • 1 = Not Important 不重要
  • 0 = No Involvement 不相关
Importance 重要性
Q2.4 Product Delivery 产品发货
  • 4 = Extremely Important 极其重要
  • 3 = Very Important 非常重要
  • 2 = Somewhat Important 重要
  • 1 = Not Important 不重要
  • 0 = No Involvement 不相关
Importance 重要性
Q2.5 Technical Service 技术支持
  • 4 = Extremely Important 极其重要
  • 3 = Very Important 非常重要
  • 2 = Somewhat Important 重要
  • 1 = Not Important 不重要
  • 0 = No Involvement 不相关
Importance 重要性
Q2.6 Pricing Policy 定价政策
  • 4 = Extremely Important 极其重要
  • 3 = Very Important 非常重要
  • 2 = Somewhat Important 重要
  • 1 = Not Important 不重要
  • 0 = No Involvement 不相关
Importance 重要性
Q2.7 Listens to needs 倾听需求
  • 4 = Extremely Important 极其重要
  • 3 = Very Important 非常重要
  • 2 = Somewhat Important 重要
  • 1 = Not Important 不重要
  • 0 = No Involvement 不相关
Importance 重要性
Q2.8 Personal Relationships 个人关系
  • 4 = Extremely Important 极其重要
  • 3 = Very Important 非常重要
  • 2 = Somewhat Important 重要
  • 1 = Not Important 不重要
  • 0 = No Involvement 不相关
Importance 重要性
Q2.9 Resolving Problems 问题解决
  • 4 = Extremely Important 极其重要
  • 3 = Very Important 非常重要
  • 2 = Somewhat Important 重要
  • 1 = Not Important 不重要
  • 0 = No Involvement 不相关
Importance 重要性
Q2.10 Innovative New Products 产品创新
  • 4 = Extremely Important 极其重要
  • 3 = Very Important 非常重要
  • 2 = Somewhat Important 重要
  • 1 = Not Important 不重要
  • 0 = No Involvement 不相关
Importance 重要性
Q3 Please tell me how satisfied you are with Vesuvius performance with each of these attributes? Use a four-point scale where 4 equals extremely satisfied and 1 equals not satisfied. If you are not involved with that factor, please tell me.
您对维苏威公司以下每个因素满意吗？ 使用4分等级，其中4是非常满意，1是不满意。如果这个因素与您不相关，敬请说明。 (If “Somewhat Satisfied” or “Not Satisfied” on any factor, ask) Why do you give a low satisfaction rating with Vesuvius for….?
如果您的回答是“还算满意”或不满意，请说明原因
Q3.1 Product Performance 产品表现
  • 4 = Extremely Satisfied 特别满意
  • 3 = Very Satisfied 非常满意
  • 2 = Somewhat Satisfied 还算满意
  • 1 = Not Satisfied 不满意
  • 0 = No Involvement 不相关
Performance 满意度
Q3.2 Product Uniformity/ Consistency 产品稳定性
  • 4 = Extremely Satisfied 特别满意
  • 3 = Very Satisfied 非常满意
  • 2 = Somewhat Satisfied 还算满意
  • 1 = Not Satisfied 不满意
  • 0 = No Involvement 不相关
Performance 满意度
Q3.3 Application Engineering 产品应用
  • 4 = Extremely Satisfied 特别满意
  • 3 = Very Satisfied 非常满意
  • 2 = Somewhat Satisfied 还算满意
  • 1 = Not Satisfied 不满意
  • 0 = No Involvement 不相关
Performance 满意度
Q3.4 Product Delivery 产品发货
  • 4 = Extremely Satisfied 特别满意
  • 3 = Very Satisfied 非常满意
  • 2 = Somewhat Satisfied 还算满意
  • 1 = Not Satisfied 不满意
  • 0 = No Involvement 不相关
Performance 满意度
Q3.5 Technical Service 技术支持
  • 4 = Extremely Satisfied 特别满意
  • 3 = Very Satisfied 非常满意
  • 2 = Somewhat Satisfied 还算满意
  • 1 = Not Satisfied 不满意
  • 0 = No Involvement 不相关
Performance 满意度
Q3.6 Pricing Policy 定价政策
  • 4 = Extremely Satisfied 特别满意
  • 3 = Very Satisfied 非常满意
  • 2 = Somewhat Satisfied 还算满意
  • 1 = Not Satisfied 不满意
  • 0 = No Involvement 不相关
Performance 满意度
Q3.7 Listens to needs 倾听需求
  • 4 = Extremely Satisfied 特别满意
  • 3 = Very Satisfied 非常满意
  • 2 = Somewhat Satisfied 还算满意
  • 1 = Not Satisfied 不满意
  • 0 = No Involvement 不相关
Performance 满意度
Q3.8 Personal Relationships 个人关系
  • 4 = Extremely Satisfied 特别满意
  • 3 = Very Satisfied 非常满意
  • 2 = Somewhat Satisfied 还算满意
  • 1 = Not Satisfied 不满意
  • 0 = No Involvement 不相关
Performance 满意度
Q3.9 Resolving Problems 问题解决
  • 4 = Extremely Satisfied 特别满意
  • 3 = Very Satisfied 非常满意
  • 2 = Somewhat Satisfied 还算满意
  • 1 = Not Satisfied 不满意
  • 0 = No Involvement 不相关
Performance 满意度
Q3.10 Innovative New Products 产品创新
  • 4 = Extremely Satisfied 特别满意
  • 3 = Very Satisfied 非常满意
  • 2 = Somewhat Satisfied 还算满意
  • 1 = Not Satisfied 不满意
  • 0 = No Involvement 不相关
Performance 满意度
Q4. Have you changed supplier(s) for any major consumable products in the last three years? (IF ASKED, CATEGORIES IN Q5 WOULD APPLY.)
在过去三年里，你们更换过主要耐火材料的供应商吗？
Q5. (IF YES IN Q5, ASK. OTHERWISE, GO TO Q6.) Can you tell me for which products you switched suppliers? (PROBE FOR WHEN AND REASONS FOR SWITCHING SUPPLIERS.)
你们更换了哪类产品的供应商？什么时候？因为什么原因更换了供应商？
Q6. Please tell me whether you strongly agree, somewhat agree, somewhat disagree, or strongly disagree with the following statements.  If you have no opinion, please tell me.
以下这些陈述，您是否坚决同意、同意或不太同意、强烈反对
  • Strongly disagree 强烈反对
  • Somewhat disagree 不太同意
  • Somewhat agree 还算同意
  • Strongly agree 坚决同意
  • No opinion 不知道
a. Vesuvius has a strong business relationship with their customers.维苏威与客户建立了紧密的业务关系
b Vesuvius has a good understanding of your business and requirements.维苏威对您公司的业务和要求非常了解
c Vesuvius provides high quality products and services.维苏威提供高品质的产品和服务
d Vesuvius has a reputation for being a leader of products and services for the steel industry.维苏威处于行业领导者的地位
e Vesuvius has a detailed understanding of your casting process.维苏威对炼钢和连铸工艺流程具有深入的了解
f Vesuvius provides best-in-class technical support. 维苏威提供一流的技术服务
Q7. Relative to Vesuvius competitors, would you say their products are better, about the same, or worse? (ACCEPT ONLY ONE ANSWER.)
对于维苏威的竞争对手，您如何评价它们的产品？
Q8. How has Vesuvius’s overall customer service changed over the past year? (READ LIST, STARTING WITH #4)
在过去一年中，维苏威的客户服务是如何变化的
Q9. Are you completely 100% satisfied with Vesvius’s overall product and service quality?
总的来说，对于维苏威的产品和服务质量，您是不是100%满意
Q10. With the exception of lowering prices, how do you think Vesuvius could add further value to your business?
您觉得维苏威如何为您的业务创造更大价值（降价除外）？
Additional Comments:
附加评价或说明
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