2002客户满意度调查实施计划

　Dear Customer：

　Please fill in the following list, if you have any suggestions for our service quality. Really appreciated for your support!

　 JHJ International Transportation Co., Ltd.

　Company Name:

　Dept:

　Address:

　Your name:

　Tel:

　Date

　Fax:

　E-mail

　Customer Satisfaction Survey for Ocean Export

　Dear Customer：If you were asked to score the following aspect, how much will you give?

　Score 1 for totally dissatisfied，Score 2 for dissatisfied，Score 3 for Normal，Score 4 for satisfied， Score 5 for satisfied so much。

　ITEM

　CONTENT

　Score

　PROBLEM&DEMAND

　Quotation

　1、reply immediately

　2、clear quotation

　3、reasonable offer

　4、Tariff Update

　Client Commission

　1、convenience and quick response of business commission

　2、Booking Reply

　3、Booking Quality

　4、in time and accurate arrival notice

　5、meet your requirement on special services

　6、CS people’s professional skills and capabilities to solve problems

　7、passionate, patient and active CS people

　Custom Declaration

　1、accurate document verification

　2、clearance of goods immediately

　3、send you all Custom Inspection info in time

　4、the ability to handle Custom declaration, clearance and Inspection

　5、the speed of return Custom declaration document

　6、the speed to handle the document amendment

　Warehousing & Transportation

　1、Service quality and price advantage of collecting cargos on your domicile

　2、Service quality of fleet and transportation

　3、Service quality of warehousing and storage

　Documents

　1、timeliness and validation of shipment bill amendment

　2、accurate shipment bills amendment

　3、speed of sending shipment bill

　4、satisfaction on the B/L officers

　Tracing & Tracking

　1、send you the arrival info in time

　2、missed voyage container and reload in time

　Financial Settlement

　1、rational extra charge and in time confirmation

　2、correct invoices

　3、accurate account statement

　Handle Complaint

　1、Smooth channels to feedback your complaint

　2、handle your complaint in time

　3、satisfaction on the response about your complaint

　Agreement

　1、advantages of our services compared with your other vendors

　2、actively contact with you on the extension after the expiration of the contract

　3、customer relationship maintenance satisfaction

　Communications

　1、call-in service satisfaction

　2、fax receiving and solutions satisfaction

　3、express sending and receiving satisfaction

　4、sign in our website conveniently

　5、service contact person satisfaction

　Others：