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  3. Customers’ Satisfaction SurveyYour company has decided to conduct a survey to g

Customers’ Satisfaction SurveyYour company has decided to conduct a survey to g

游客2025-05-26  39
问题 Customers’ Satisfaction Survey
Your company has decided to conduct a survey to get the customers’ evaluation about your service.
You have been asked to be responsible for it.
Discuss the situation together, and decide:
- what questions you will ask in the survey
- how to conduct the survey.
选项
答案 A: Our boss has decided to conduct a customers’ satisfaction survey about our service to better grasp the reaction of the market, and it is our responsibility to make a good questionnaire for the survey. Have you got any ideas?
B: Well, we must make sure what kinds of questions will appear on the survey at first. As a company providing consulting service, our staff’s attitude will directly influence customers’ impression about our company, so we should ask how customers feel about our consultants.
A: What is of equal importance is the value of our professional suggestions: we should also ask our customers whether they are satisfied with the service we provided or not.
B: And what about the charges? We should also know whether customers think our service deserves the money they paid.
A: Then we should consider how to conduct this survey: I suggest we apply different methods for customers of different levels.
B: That sounds quite reasonable. In my opinion, we will just send SMS for the general customers, that is, who use our service less than 5 times. Then for the special clients who use our service more than 10 times but less than 20, we will send e-mails. Finally for our VIPs who have used our consulting service more than 20 times, it would be better if we pay personal visits.
A: OK, Let’s get started as soon as possible.
解析     本次讨论的任务是决定客户满意度调查中问哪些问题以及如何进行调查。根据要求决定的要点1“在调查中问哪些问题”，我们可以结合以下三个方面的提问：员工的服务态度(our staff’s attitude)、专业建议的价值(the value of our professional suggestions)和费用(charges)展开讨论。根据要求决定的要点2“如何进行调查”，可以针对以下措施来讨论：发短信(SMS for common customers)；发电邮(e—mail for special clients)；亲自拜访(personal visit for VIPs)。
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