奔驰售后服务满意度调查问卷

ASIAN PACIFIC VersionQuestionnaireMercedes-Benz Customer Satisfaction IndexAfter-SalesPassenger CarsVersion 6.0Jan. 2008访问员提示: 根据奔驰名单记录被访者资料/ Interviewer Instructions : Record information according to information on the Mercedez-Benz sample listsMercedes-Benz Service Questionnaire介绍 / INTRODUCTION早上/下午/晚上好! 请问您是(读出被访者姓名)先生/女士吗？我是(读出访问员姓名)，是TNS 的访问员。

TNS 是香港一间独立市场研究公司，现在受梅赛德斯-奔驰（中国）汽车销售有限公司委托进行一项国内 [奔驰特许服务中心售后服务]的顾客满意调查。

您的宝贵意见将会帮助梅赛德斯-奔驰改善售后服务水平。

您在访问中提供的信息只会用于梅赛德斯-奔驰的顾客调查，并且会被严格保密。

我们在访问过程中也不会向您推销任何产品或者服务。

整个访问大约需要12-15 分钟。

请问(读出被访者姓名)先生/女士，我可以现在开始访问吗？Good morning/afternoon/evening! Are you Mr. / Miss/ Mrs (Read out respondent’s name on sample lists)? My name is (Read out interviewer name) from TNS. TNS is an independent market research company in Hong Kong. We are conducting an opinion survey on behalf of MERCEDES-BENZ China Ltd. about the quality of after sales services offered by MERCEDES-BENZ service centres in Mainland China. All information you provide in this interview will be used for research analysis and kept strictly confidential. We will not try to sell you any products or services during the interview. The interview will last about 12 to 15 minutes. Mr. / Miss/ Mrs (Read out respondent’s name on sample lists), can I start to interview you now?为了确保访问的质量，以下的访问可能将会被录音。

(不要读出)1: 同意2: 不同意For quality control purposes, this interview may be recorded.SCREENINGNote: Answers should be first extracted from sample lists. Ask only if information was missing from sample list; single punch. Terminate if respondent answers DKS 1您这辆奔驰汽车的车辆型号是…/ The make and model of this Benz car.(不要读出) 不知道Code 00 →TerminateS 3 (問所有被訪者)您这辆奔驰汽车是（读出选项）… (单选)? / (Ask all) Is this car a company car or is it a private purchase? (Read out) (SA)S 6請問您上一次去(插入特许服务中心名称)為您的奔驰汽車接受常规保养或一般維修服務是什么时候﹖ (单选) / When have you been at your authorized repairer due to aroutine service or repair for the last time?Q1您上一次去(插入特许服务中心名称)為您的奔驰汽车接受哪一種服務﹖(读出选项)(复选) / Regarding your most recent service experience, which of the following did youhave carried out at your Mercedes-Ben authorized repairer? (Read out list, MA)Q1FQ1GSATISFACTION SECTION:(访问员读出)现在，我想问您对奔驰(插入特许服务中心名称)提供的各项售后服务的满意程度。

请根据您在(插入日期)亲身去过(插入特许服务中心名称)的体验评分。

您可以用1-10分任何一个分数代表您的满意程度。

1分代表[非常不满意]而10分代表[非常满意] 。

但其中有一些问题将会不需要您用1-10分评分，到时候我会您给提示。

Now, I would like to know your satisfaction towards various after sales services provided by (Insert Service Centre). Based on your experience of visiting (Insert Service Centre) on (Insert Date of Visit). Please rate your satisfaction using a 1 to 10 Point Rating Scale. You may give your ratings from any number between 1 to 10, 1 means “Very Dissatisfied” and 10 is “Very Satisfied”. There are a few questions which you do not have use 1 to 10 Point Rating Scale to rate, I will remind you when we come to them.(读出) 以下问题不需要您用1-10分评分。

Q18.请问您还有没有其它意见可以提供给梅赛德斯 - 奔驰来帮助他们改善售后服务?Is there anything you would like to tell us that would help Mercedes-Benz to improve their services? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Note: Additional question (Q19) for TRI*M AnalysisQ19 跟其它国内的汽车维修站相比，请问您认为[插入特许服务中心名称] 的竞争实力如何？您认为是… (读出选项﹔单选;可以回答“不知道”)Thinking of all the automobile workshops / garages in China, how much of an advantage overall would you say it is for you go to this authorized repairer for after sales services than other garages / workshops? (SA; DK allowed)开放问题跟进/ Open-End Sheet (Escalating Case)Q40a. 请问您是否需要奔驰直接跟你联系, 跟进你所反映的问题/ 意见?Are you willing to share the information to MBCL for follow-up? Yes/ 愿意– 1 No / 不愿意- 2Q54. 谢谢您的回答。

我们非常感谢您参与这项调查研究。

梅塞德斯－奔驰（中国）汽车销售有限公司将评估您的意见进而根据您的回答提高提供给您的服务质量。

由于我们需要继续努力改进，如果可能的话，我们非常希望能够再次打电话给您询问有关您对将来的服务的体验。

请问我们可以再次打电话给您吗？Thank you very much for your feedback. Your participation in this study is highly appreciated and Mercedes Benz (China) Ltd will review your comments to improve the quality of service provided based on your feedback. As we continue our improvement efforts, we would be grateful to be able to call you again in for feedback on your future service experiences, if any. Do we have your permission to do so?Yes可以01No不可以02Thank you very much for your time and once again, thank you for choosing Mercedes-Benz.。