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1、ORDER TO INVOICE CUSTOMER SATISFACTION TRANSACTION SURVEYRESPONDENT QUALIFICATION SECTIONHello, my name is from XYZ, a national market research firm. We are conducting a customer satisfaction research study on behalf of ABC Company.Please connect me with Connected 1 (GO TO QOSAT)No-not available2 (S
2、CHEDULE CALLBACK)No-no longer in this position3 (NO CONTACT)Refused9 (REFUSAL)OVERALL SATISFACTION SECTIONABCs records show an order place on on your purchase order number . We would like to ask a few questions with respect to this order. (IF NECESSARY) If you cant recall this specific order, please
3、 use your most recent order as a reference and answer questions with regard to that order.OSAT. Please rate how satisfied you are with the service on this order provided by ABC with respect to this order using a 7 point scale, where a 7 indicates that you are Completely Satisfied and a 1 indicates t
4、hat you are Completely Dissatisfied. You can use any number between 1 and 7.(IF NECESSARY) How would you rate your overall level of satisfaction with the service provided by ABC with respect to this order?7-Completely satisfied 76 65 54 43 3Response of 3, 2 or 12 2triggers Emergency Request1-Complet
5、ely dissatisfied 1Dont know / Refused8ORDER PLACEMENT SECTIONThe next few questions will pertain specifically to the PLACEMENT of the ORDER. By placement of the order, we mean the time during which the order was actually made, and not any follow-up that was done on the order. QP1. Please rate how sa
6、tisfied you are with the service on this order provided by ABC with respect to ORDER PLACEMENT using a 7 point scale, where a 7 indicates that you are Completely Satisfied and a 1 indicates that you are Completely Dissatisfied.(IF NECESSARY) How would you rate your overall level of satisfaction with
7、 the ORDER PLACEMENT service provided by ABC with respect to this order?7-Completely satisfied 76 65 54 43 3Response of 3, 2 or 12 2triggers Emergency Request1-Completely dissatisfied 1Dont know / refused8QP2. Im going to read a list of factors associated with ORDER PLACEMENT. Please use the same 7
8、point scale, where a 7 indicates that you are Completely Satisfied and a 1 indicates that you are Completely Dissatisfied.Thinking back to the ORDER PLACEMENT service provided by ABC with respect to this order, how would you rate your satisfaction with (READ LIST RECORD 1-7 OR DK OR NA). (RANDOMIZED
9、)QP2A.The overall ease of contacting ABC to place the orderQP2B.The time it took to be connected to a customer service rep.QP2C.The time it took to actually place the orderQP2D.The availability of product desiredQP2E.The knowledge of the customer service rep.QP2F.The courtesy, or professionalism, of
10、 the service rep.QP2G.The responsiveness, of follow-through, of the service rep.QP2H.The ability of the service rep. to address my needsFULFILLMENT SECTION:These next questions pertain specifically to the ORDER FULFULLMENT, SHIPPING AND DELIVERY of the order. By that we mean the time after which the
11、 order is placed until you have received the order at the delivery destination. The invoicing process will be covered later.QF1. Please rate how satisfied you are with the service on this order provided by ABC with respect to SHIPPING AND DELIVERY using a 7 point scale, where a 7 indicates that you
12、are Completely Satisfied and a 1 indicates that you are Completely Dissatisfied. (IF NECESSARY) How would you rate your overall level of satisfaction with the SHIPPING AND DELIVERY service provided by ABC with respect to this order?7-Completely satisfied 76 65 54 43 3Response of 3, 2 or 12 2triggers
13、 Emergency Request1-Completely dissatisfied1Dont know / refused8QF2. Im going to read a list of factors associated with SHIPPING AND DELIVERY. Please use the same 7 point scale, where a 7 indicates that you are Completely Satisfied and a 1 indicates that you are Completely Dissatisfied.Thinking back to the SHIPPING AND DELIVERY service provided by ABC with respect to this order, how would you rate your satisfaction with (READ LIST RECORD 1-7 OR DK OR NA). (RANDOMIZED)QFA.The completeness of the order received (i.e. in full)
