Customer satisfaction measurement

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Raven QUALITY Customer satisfaction measurement

Customer satisfaction measurement

Dear customer, sales partner,

we keep on searching for means to improve cooperation through better service and maximum harmonizing of our offer with your demand. It is very important for us to know, what you think and that’s why we will be happy if you give some attention to the next questions. Rating our work is very important information for us.

Notice: Information that you write in this questionnaire, will be solely for internal use of Raven company and they will not be given to third persons.

GENERAL INFORMATION:
Customer number:
Name:
Address:
Identification number:
Tax Identification numb:

Type Company:

end-user
distributor with storage

distributor without storage

Market Segment:

building industry
engineering industry

motor industry other:

Does our range of products, goods and services meet your requirements?

YES NO

In case that you answer “NO”, please write which products or services you suggest to complete our offer:

		Metallurgical material in tons	Building material in EUR
Your expected consumption ?	in the current year
Your expected consumption ?	in next year
What share (in %) of your total consumption is the purchase from Raven company?

Please, fill in the boxes below according to the following scale:

very satisfied

satisfied

satisfied with reserve

discontented

CRITERIA OF POINTS CLASSIFICATION	Raven				Other supplier
	Raven				Name:
	1	2	3	4	1	2	3	4
Quality of offered goods
Quality of offered products
Quality of offered services
Quality of accompanying documents
Approach and readiness of sales workers
Willingness to solve non-standard demands
Proficiency of sales staff
Response time to a demand
Response time to an order
Quickness of signing of contract
Delivery time and observance term
Payment terms
Flexibility of price change
Problems and complaints solution
Guaranties provided
Information on new products and services
Quality and availability of propagation materials
Presentation of the company (web, advertisement)

	1	2	3	4
Please, mark your general satisfaction with Raven company:

Your reminders, suggestions and recommendations for innovation:

Filled by:
E-mail:
Function:
Date:

Metallurgical material

Date of latest actualization: 04/23/10