感谢您抽出宝贵时间参与本次
客户满意度调研 。您的反馈对我们持续提升服务质量与运营效率至关重要。本次调研主要围绕单证处理、提单相关流程、放单效率及响应及时性等服务触点展开。我们不会收集任何敏感个人信息；如您选择留下联系方式，仅用于必要的后续沟通。感谢您的支持与配合。
Thank you for taking a few minutes to participate in our Customer Satisfaction Survey.
Your feedback is highly valued and will be used to help us further improve our service quality and operational efficiency.
This survey focuses on key service touchpoints such as documentation, B/L processing, release procedures, and response timeliness.
All responses will be kept confidential. No sensitive personal data is collected, and any contact information provided is optional and used only for follow-up communication if necessary. Thank you for your time and support.
1. 请选择您与我们的合作结算方式 |Please select your settlement type with us 账期客户 Credit terms 交易性付款放单 Transactional payment before B/L release 两者都有 Both
2. 您与Grimaldi合作的主要业务类型是什么？|What is your main business type with Grimaldi? RoRo（滚装） Container（集装箱） Project cargo（工程/特种） Mixed（混合） Other（其他）
3. 您主要负责角色 | Your primary role 物流/操作 Logistics/Operations 采购/商务 Procurement/Commercial 其他 Other
4. 您是否有固定对接的客户经理/商务联系人？ | Do you have a dedicated Key Account (KA) contact from Grimaldi? Yes No Not sure
5. 您愿意将我们推荐给同行/合作伙伴吗？（0–10分） | How likely are you to recommend us to a colleague/partner? (0–10) 6. 您给出上述分数的主要原因（限选2项） | What are the main reasons for your score above? (Select up to 2) 响应速度/沟通效率 Response ＆ communication speed 信息透明 / 一致性 Transparency ＆ consistency of updates 提单正确率（减少返工） B/L accuracy (right first time) 放单效率（付款后 release） B/L release speed after payment 舱位 / 船期可靠性 Space ＆ schedule reliability 异常 / 变更处理能力 Exception ＆ change handling 费用/账单清晰透明 Charges ＆ invoice clarity 其他 Other
7. 海运服务整体质量评分（1–5分） | Maritime service quality rating (1–5) 满意 Very satisfied 基本满意 Satisfied 一般 Neutral 不太满意 Dissatisfied 不满意 Very dissatisfied
8. Key Account 回复速度（1–5分） | Key Account response speed (1–5) 满意 Very satisfied 基本满意 Satisfied 一般 Neutral 不太满意 Dissatisfied 不满意 Very dissatisfied
9. Documentation（单证）处理效率（1–5分） | Documentation efficiency (1–5) 满意 Very satisfied 基本满意 Satisfied 一般 Neutral 不太满意 Dissatisfied 不满意 Very dissatisfied
10. 沟通与信息透明度（1–5分）：是否主动更新、信息是否清晰、跨团队口径是否一致 | Communication & transparency (1–5): proactive updates, clarity, and consistency across teams 满意 Very satisfied 基本满意 Satisfied 一般 Neutral 不太满意 Dissatisfied 不满意 Very dissatisfied
11. 异常与变更处理体验（1–5分）：船期延误、cut-off变化、换船、紧急改单等 | Exception; change handling (1–5): delays, cut-off changes, vessel change, urgent amendments 满意 Very satisfied 基本满意 Satisfied 一般 Neutral 不太满意 Dissatisfied 不满意 Very dissatisfied
12. 首次响应时长（工作日9:00–18:00）：通常多久能收到首次响应（含确认已收到+预计处理时间）？ | First response time (Business days 9:00–18:00): How long until you receive the first response (incl. acknowledgement + ETA)? ≤1 小时 (≤1 hour) 1–4 小时 (1–4 hours) 当天（4 小时以上） (Same business day (＞4h)) 次工作日 (Next business day) 更久 / 不稳定 (Longer /inconsistent)
13. 过去6个月，您是否经历过“付款后放单/确认release”的流程？ | In the past 6 months, have you experienced B/L release after payment? Yes No
14. 在您提交付款水单+所需资料后，通常多久收到我们确认 B/L release？ | After submitting payment slip + required documents, how long does it usually take to receive B/L release confirmation? ≤2 小时 (≤2 hours) 当天（2 小时以上） (Same day (＞2h)) 1 个工作日 (1 business day) 2–3 个工作日 (2–3 business days) 更久 / 不稳定 (Longer /inconsistent)
15. 导致等待时间的最可能原因是什么？| What is the most probable reason causing the waiting time (from payment slip + required docs submitted to "release confirmed"）? 付款确认 / 水单核对 (Payment confirmation /bank slip verification) 签单费相关 (Telex/Doc fee related) 单证未完成 / 改单中 (Documentation pending /amendment in progress) 内部审批 / 信用控制 (Internal approval /credit control) 不清楚 (Not sure) 其他 (Other)
16. 过去6个月，您是否经历过提单更改（B/L amendment）？ | In the past 6 months, have you had any B/L amendments? Yes No
17. 平均需要修改几轮才定稿？ | On average, how many amendment rounds are needed to finalize the B/L? 1 轮 (1 round) 2–3 轮 (2–3 rounds) ≥4 轮 (≥4 rounds) 不确定 (Not sure)
18. 更改多数发生在 | Most amendments happen 开船前 (Before departure) 开船后 (After departure) 两者差不多 (Similar)
19. 更改主要原因（限选2项） | Main reasons for amendments (Select up to 2) 客户信息 / 指示变更 (Customer change request) SI / 资料不完整导致反复确认 (Incomplete SI/documents) 我方录入 / 操作错误 (Our operational/data input error) 系统 / 船公司要求变化 (System/carrier requirement change) 其他 (Other)
20. 仅当您曾与以下功能/团队有实际接触或使用体验时，请选择并继续作答；如未接触，可跳过本部分。 Cargo BL ＆ Booking（订舱 ＆ 提单制作） Billing ＆ Finance（账单确认/开票/收款） Sales（销售：报价/沟通/协同） Route / Schedule Management（航线管理/船期调整） Operations / Admin Ops（操作：装载确认/目的港协同等） Measurement / Dimension Data（打尺数据：准确性/及时性）
21. 1）订舱/提单处理时效（Timeliness） | Timeliness of booking; B/L handling 22. 2）单证准确性与一次通过率（Accuracy / Right-first-time） 23. 如您对Cargo BL&Booking（订舱&提单制作）任一项评分为3分及以下，请简要说明该模块最需要改进的地方，并分享一个例子 | If you rated any item 3 or below in the previous question, what should we improve most for this module? Please share a brief example.
24. 1) 账单清晰度与易核对程度（Invoice clarity） | Invoice clarity; ease of reconciliation 25. 2) 开票与收款处理时效（Timeliness） | Invoicing; payment processing timeliness 26. 3) 费用沟通一致性/透明度（Transparency） | Transparency; consistency of charge communication 27. 如您对Billing&Finance（账单确认/开票/收款）任一项评分为3分及以下，请简要说明该模块最需要改进的地方，并分享一个例子 | If you rated any item 3 or below in the previous question, what should we improve most for this module? Please share a brief example.
28. 1) 报价及时性与准确性（Quotation） | Quotation timeliness & accuracy 29. 2) 沟通效率与专业性（Communication） | Communication efficiency & professionalism 30. 3) 过程问题响应与推动解决（Responsiveness） | Responsiveness & issue resolution 31. 如您对Sales（报价/沟通/过程协同）任一项评分为3分及以下，请简要说明该模块最需要改进的地方，并分享一个例子（ | If you rated any item 3 or below in the previous question, what should we improve most for this module? Please share a brief example.
32. 1) 航次信息准确性（Accuracy） | Schedule information accuracy 33. 2) 航次调整通知及时性与清晰度（Change notice） | Change notification timeliness & clarity 34. 3) 甩货/延误等异常情况下的沟通与安排（Exception handling） | Rolling/delay handling; communication 35. 如您对航线管理（Route / Schedule Management）任一项评分为3分及以下，请简要说明该模块最需要改进的地方，并分享一个例子 | If you rated any item 3 or below in the previous question, what should we improve most for this module? Please share a brief example.
36. 1) 装载安排/确认的可靠性（Reliability） | Loading arrangement; confirmation reliability 37. 2) 与目的港沟通协同（Coordination） | Coordination with POD / destination office 38. 3) Admin Ops 支持效率（Support efficiency） | Admin Ops support efficiency 39. 如您对操作（Operations / Admin Ops）任一项评分为3分及以下，请简要说明该模块最需要改进的地方，并分享一个例子 | If you rated any item 3 or below in the previous question, what should we improve most for this module? Please share a brief example.
40. 1) 打尺数据准确性（Data accuracy） | Measurement/dimension data accuracy 41. 2) 打尺数据更新及时性（Update timeliness） | Measurement/dimension data update timeliness 42. 如您对打尺数据（Measurement / Dimension Data）任一项评分为3分及以下，请简要说明该模块最需要改进的地方，并分享一个例子。 | If you rated any item 3 or below in the previous question, what should we improve most for this module? Please share a brief example.
43. 如果只改进一件事，您最希望我们优先改进什么？请举例说明。 | If we could improve only one thing, what should we prioritize? Please share an example.
44. 是否允许我们就您的反馈做进一步回访？如可以请留下联系方式。| May we contact you for a follow-up? If yes, please leave your contact details. Yes No