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1、任务十二任务十二 客户满意度调查客户满意度调查1.了解客户满意度调查客户满意度调查的相关知识2.掌握客户满意度调查客户满意度调查信函的写作要点 3.熟悉客户满意度调查客户满意度调查信函中常用的词语与句子4.能够阅读与撰写客户满意度调查客户满意度调查的信函在当今的市场经济中，竞争不仅仅是产品的质量和价格，企业提供的服务也是决定竞争地位的重要方面。为此，企业需要对客户进行满意度调查以取得关于自身产品、服务的数据 ，以改进产品的质量、创新产品、提高管理效率和服务水平。卖方可以通过信函或电话与买方进行沟通，了解产品在市场的销售情况以及买方对售后服务的满意程度，即回访客户。客户回访有电话回访、电子邮件回
2、访及当面回访等不同形式。从实际的操作效果看，电话回访结合信函回访是最有效的方式。客户满意度调查可以让客户填写问卷，或让客户直接通过邮件回复对公司产品与服务的评价与建议。客户满意度调查的主要目的是通过了解产品在市场的销售情况及时对产品的优点和缺点进行掌握，为产品的改进提供必要的信息。另外，通过对买方对售后服务的满意程度的了解，可以及时的对本公司在管理上存在的问题进行跟进，为改善公司的管理提供有用的信息。客户满意度调查可以增进买卖双方的友谊，对于稳定和进一步发展双方的贸易关系十分重要。客户满意度调查客户满意度调查信函包括的要点通常如下：（一）卖方对客户的满意度调查提及已经销售的某种产品； 询问买方
3、对产品的使用情况和满意度。（可选择可选择）附上产品满意度调查表并请买方填写。期待对方的回复。（二）买方的反馈感谢卖方的询问；回答对产品的满意度和市场销售情况；提出产品、服务方面的问题并提出改进意见。（可选择可选择）附上反馈的产品满意度调查表。CASE 1 Weifang Baoda Textiles Co., Ltd.一、信函的业务背景潍坊宝达纺织品有限公司与孟加拉国缝得好服装有限公司已经做成了几笔业务。阿尔伯特为了解客户对本公司产品和服务的满意度，写信给缝得好服装有限公司的丽莎向其进行客户满意度调查。客户满意度调查（baoda-out1）From: Albert To: Lisa Date:
4、 2019.10.14Subject: your feedback about our productsAttachment: Survey form1 about customers satisfactionDear Lisa,Long time no see!I would like to have your feedback about our fabrics.Please tell us the selling situation of our products and the overall competitiveness2, such as quality, price.Whats
5、 more, are you satisfied with our delivery, after-sale service3? If you are not satisfied, will you tell us what should be done to improve them?Please fill the form in the attachment. Your feedback will be helpful for us to improve the products and service.I hope to have your new orders in the near
6、future.Best regardsAlbertSales ManagerWeifang Baoda Textiles Co., Ltd.Survey form 调查表Competitiveness n. 竞争力e.g. Scientific know-how, innovation and technical capability are critical to maintaining the nations competitiveness and productivity.After-sale service 售后服务客户满意度调查（baoda-in1）From: Lisa To: Al
7、bert Date: 2019.10.15Subject: RE: your feedback about our productsAttachment: Survey form about customers satisfactionDear Albert,Thank you for your inquiry about the fabrics we ordered from you. In general, our customers are quite satisfied with the quality of your fabrics.However, I must tell you
8、some problems raised by our customers.Colour fastness for some dark fabrics does not comply with the standard, so please seek for solution to this problem.Some of the fabrics we ordered have flaws1, please improve the checking process to ensure the quality. As to the price, you are losing the advant
9、age due to the competition from Southeast Asian countries, such as Vietnam, Myanma and India. Therefore, you have to manage to reduce the cost to maintain competitiveness.The after-sale service is quite satisfactory except for responding speed2. You have to quicken the responding speed when problem
10、occurs. Please see the attachment for detailed comment by us.Best regardsLisaPurchase ManagerStitchwell Garments Ltd Flaw n. 疵点，缺陷Responding speed 响应速度一、信函的业务背景北京幸运纤维板贸易有限公司的采购经理玲玲写信告诉比尔产品在中国市场的销售情况。客户满意度调查 (lucky-out1)From: Lingling To: Bill .auDate: 2019.11.04Subject: market situation of MDF1Attac
11、hment: Dear Bill,How are you recently?Thanks to our mutual efforts we have established business relations with each other and I hope we can cooperate in the future.Now I would like to respond the inquiry about your products by telling you the situation of your products in China market.The customers
12、are quite satisfied with the quality of MDF manufactured by your company.Due to the development of housing market the demand for MDF is increasing fast. Although market competition is strong, your products have advantage in quality and environmental standard2. Although the prices of your products ar
13、e higher than similar products, the consumers accept them due to their quality standard. They are sold well in China.New demand for door components3 are increasing, it opens new markets for your products. We hope that you will supply new products through innovation to keep the advantage.Best regards
14、Lingling Purchase ManagerBeijing Lucky Fibreboard Trading Co., Ltd.MDF 中密度板Medium Density BoardEnvironmental standard 环保标准Door components 门的组件一、根据业务情景和信息写信。（一） 业务情景江苏通达轮胎有限公司想了解美国客户大力神公司对本公司产品与服务的满意度，销售经理李辉向大力神公司的总经理大卫询问相关情况。大卫回信告诉李辉客户对产品的反馈。（二） 信息家用汽车轮胎的价格优势正在丧失，面临其它国家轮胎生产企业的竞争；建议开发重型机械的轮胎产品，以争取市场优势。（三）任务李辉向大卫询问对本公司产品与服务的满意度。信函应该包括如下要点：问候；询问本公司产品在美国市场的销售情况及产品的优缺点；询问其它方面的情况：如售后服务、交货时间等；表示感谢。大卫回复关于客户满意度调查的信函。信函应该包括如下要点：告知李辉公司的轮胎在美国市场的销售情况及产品的优缺点；表明对售后服务、交货时间等方面的满意程度；建议：开发重型机械的轮胎产品。