Description
A basic excel sheet showing calculating the customer satisfaction index.
CUSTOMER SATISFACTION SURVEY
Please take a moment to help us improve our performance. When you are done, please fax the questionnaire to __________________(Name, Title and fax) or email to ______________________. For each item identified below, enter the number that best fits your judgment for the performance. Use the scale above to select the number for your judgement. If you have any comment more than just the marks, please feel free to fill the comments below the specific topics. Looking forward hearing from you.
Name : Designation : Company : Date:
Scale of five (5) to one (1),where 5 was you were very satisfied and 1 means you were very dissatisfied.
Scoring Key
5 Agree Strongly
4 Agree Somewhat
3 Neutral
2 Disagree Somewhat
1 Disagree Strongly
1.0 1.1 1.2 1.3 1.4 1.5
Compliance (50 Points) Do we consistently meet your product specifications and quality requirements ? How would you rate overall reporting from the QA Department? How would you rate on our feedback on countermeasure and follow-up action? Do our RoHS activities fulfill your HSF requirement? How do we compare to your Best Supplier in overall Quality performance ? QUALITY TOTAL QUALITY INDEX
5
4
3 3 5 5 21 42 4 4 3 4 DELIVERY TOTAL DELIVERY INDEX 15 15
2.0 2.1 2.2 2.3 2.4
DELIVERY (20 Points) Do shipments and lead times meet your requirements ? How do you find our shipping document, for example D/O and Invoices? How do you rate our presentation of our cargo, for example labeling and packing? How do we compare to your Best Supplier in overall Delivery performance ?
3.0 3.1 3.2 3.3 3.4
CUSTOMER SERVICE (20 Points) Do we assist you in a friendly, courteous and timely manner when you contact us ? Are we helpful with your enquiries ? Do we update you with order information as needed without request ? How do we compare to your Best Supplier in overall Customer Service performance ? CUSTOMER SERVICE TOTAL CUSTOMER SERVICE INDEX
3 4 3 4 14 14
4.0 4.1
OVERALL PERFORMANCE (10 Points) How does (company name) compare to your Best Supplier in overall product and service quality OVERALL PERFORMANCE TOTAL OVERALL PERFORMANCE INDEX
4 4 8 79
CUSTOMER SATISFACTION INDEX (CSI)
Please give your comments (if any) for us to improve your Satisfaction,
doc_243202719.xls
A basic excel sheet showing calculating the customer satisfaction index.
CUSTOMER SATISFACTION SURVEY
Please take a moment to help us improve our performance. When you are done, please fax the questionnaire to __________________(Name, Title and fax) or email to ______________________. For each item identified below, enter the number that best fits your judgment for the performance. Use the scale above to select the number for your judgement. If you have any comment more than just the marks, please feel free to fill the comments below the specific topics. Looking forward hearing from you.
Name : Designation : Company : Date:
Scale of five (5) to one (1),where 5 was you were very satisfied and 1 means you were very dissatisfied.
Scoring Key
5 Agree Strongly
4 Agree Somewhat
3 Neutral
2 Disagree Somewhat
1 Disagree Strongly
1.0 1.1 1.2 1.3 1.4 1.5
Compliance (50 Points) Do we consistently meet your product specifications and quality requirements ? How would you rate overall reporting from the QA Department? How would you rate on our feedback on countermeasure and follow-up action? Do our RoHS activities fulfill your HSF requirement? How do we compare to your Best Supplier in overall Quality performance ? QUALITY TOTAL QUALITY INDEX
5
4
3 3 5 5 21 42 4 4 3 4 DELIVERY TOTAL DELIVERY INDEX 15 15
2.0 2.1 2.2 2.3 2.4
DELIVERY (20 Points) Do shipments and lead times meet your requirements ? How do you find our shipping document, for example D/O and Invoices? How do you rate our presentation of our cargo, for example labeling and packing? How do we compare to your Best Supplier in overall Delivery performance ?
3.0 3.1 3.2 3.3 3.4
CUSTOMER SERVICE (20 Points) Do we assist you in a friendly, courteous and timely manner when you contact us ? Are we helpful with your enquiries ? Do we update you with order information as needed without request ? How do we compare to your Best Supplier in overall Customer Service performance ? CUSTOMER SERVICE TOTAL CUSTOMER SERVICE INDEX
3 4 3 4 14 14
4.0 4.1
OVERALL PERFORMANCE (10 Points) How does (company name) compare to your Best Supplier in overall product and service quality OVERALL PERFORMANCE TOTAL OVERALL PERFORMANCE INDEX
4 4 8 79
CUSTOMER SATISFACTION INDEX (CSI)
Please give your comments (if any) for us to improve your Satisfaction,
doc_243202719.xls