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1、ORDER TO INVOICE CUSTOMER SATISFACTIONORDER TO INVOICE CUSTOMER SATISFACTIONTRANSACTION SURVEYTRANSACTION SURVEYRESPONDENT QUALIFICATION SECTIONRESPONDENT QUALIFICATION SECTIONHello,my name is from XYZ,a national market research firm.We areconducting a customer satisfaction research study on behalf
2、of ABC Company.Please connect me with Connected1(GO TO QOSAT)No-not available2(SCHEDULE CALLBACK)No-no longer in this position3(NO CONTACT)Refused9(REFUSAL)OVERALL SATISFACTION SECTIONOVERALL SATISFACTION SECTIONABCs records show an order place on on your purchase order number.We would like to ask a
3、 few questions with respect to this order.(IFNECESSARY)If you cant recall this specific order,please use your most recent order as areference and answer questions with regard to that order.OSAT.Please rate how satisfied you are with the service on this order provided by ABC withrespect to this order
4、 using a 7 point scale,where a 7 indicates that you are CompletelySatisfied and a 1 indicates that you are Completely Dissatisfied.You can use any numberbetween 1 and 7.(IF NECESSARY)How would you rate your overall level of satisfaction with the serviceprovided by ABC with respect to this order?7-Co
5、mpletely satisfied766554433Response of 3,2 or 122triggers Emergency Request1-Completely dissatisfied1Dont know/Refused8ORDER PLACEMENT SECTIONThe next few questions will pertain specifically to the PLACEMENT of the ORDER.Byplacement of the order,we mean the time during which the order was actually m
6、ade,and not anyfollow-up that was done on the order.QP1.Please rate how satisfied you are with the service on this order provided by ABC withQP2.respect to ORDER PLACEMENT using a 7 point scale,where a 7 indicates that you areCompletely Satisfied and a 1 indicates that you are Completely Dissatisfie
7、d.(IF NECESSARY)How would you rate your overall level of satisfaction with theORDER PLACEMENT service provided by ABC with respect to this order?7-Completely satisfied766554433Response of 3,2 or 122triggers Emergency Request1-Completely dissatisfied1Dont know/refused8Im going to read a list of facto
8、rs associated with ORDER PLACEMENT.Please use thesame 7 point scale,where a 7 indicates that you are Completely Satisfied and a 1indicates that you are Completely Dissatisfied.Thinking back to the ORDER PLACEMENT service provided by ABC with respect tothis order,how would you rate your satisfaction
9、with(READ LIST RECORD 1-7 ORDK OR NA).(RANDOMIZED)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 serv
10、ice rep.QP2F.The courtesy,or professionalism,of 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 ANDDELIVERY of the order
11、.By that we mean the time after which the order is placed until youhave 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 withQF2.respect to SHIPPING AND DELIVERY using a 7 p
12、oint scale,where a 7 indicates thatyou are Completely Satisfied and a 1 indicates that you are Completely Dissatisfied.(IFNECESSARY)How would you rate your overall level of satisfaction with theSHIPPING AND DELIVERY service provided by ABC with respect to this order?7-Completely satisfied766554433Re
13、sponse of 3,2 or 122triggers Emergency Request1-Completely dissatisfied1Dont know/refused8Im going to read a list of factors associated with SHIPPING AND DELIVERY.Pleaseuse the same 7 point scale,where a 7 indicates that you are Completely Satisfied and a 1indicates that you are Completely Dissatisf
14、ied.Thinking back to the SHIPPING AND DELIVERY service provided by ABC withrespect to this order,how would you rate your satisfaction with(READ LIST RECORD1-7 OR DK OR NA).(RANDOMIZED)QFA.The completeness of the order received(i.e.in full)QFB.The condition of the order on delivery(i.e.free from dama
15、ge)QFC.The accuracy of the estimated delivery dateQFD.The time it took from order placement to delivery of the orderINVOICING SECTION:The next few questions will pertain specifically to the INVOICING of the order.By that wemean the actual invoice,or bill,that you received for this order,and any foll
16、ow-up to that invoice.QI1.Please rate how satisfied you are with the service on this order provided by ABC withQI2.respect to INVOICING using a 7 point scale,where a 7 indicates that you are CompletelySatisfied and a 1 indicates that you are Completely Dissatisfied.(IF NECESSARY)How would you rate y
17、our overall level of satisfaction with theINVOICING service provided by ABC with respect to this order?7-Completely satisfied766554433Response of 3,2 or 122triggers Emergency Request1-Completely dissatisfied1Dont know/refused8Im going to read a list of factors associated with INVOICING.Please use th
18、e same 7point scale,where a 7 indicates that you are Completely Satisfied and a 1 indicates thatyou are Completely Dissatisfied.Thinking back to the INVOICING service provided by ABC with respect to this order,how would you rate(READ LIST RECORD 1-7 OR DK OR NA).(RANDOMIZED)QI2A.The accuracy of the
19、invoice received(i.e.error free)QI2B.The timeliness in receiving the invoice QI2C.The timeliness in which you received your credit(if necessary)QI2D.The price on your invoice was the price you expected CLOSING SECTIONQC1.Did you experience any problem with this order that was not resolved to your satisfaction?Yes1No2-Skip to QC3Dont know8-Skip to QC3Refused9-Skip to QC3QC2I.Can you explain this for me so we can pass your concern on to ABC?_QC3I.Do you have any(other additional)comments you would like us to share with the ABC?_INTERVIEWER:Verify respondent name and addressTHANK AND TERMINATE