Customer satisfaction survey form

1 Never meets expectations
2 Frequently does not meet expectations
3 More than occasionally does not meet expectations
4 Occasionally does not meet expectations
5 Meets expectations
6 Occasionally exceeds expectations
7 Consistently exceeds expectations


Basic Information

1. Distributor Name:*
2. E-mail*
3. Company Name*
4. Customer*
5. Industrial unit name*
6. Which industry is it?
7. Monthly Consumption (ton)*
8. Annual Consumption (ton)*
9. Consumable grades Name*
10. Country Location:*

Relationship Management

11. Treats you with fairness in business relationship*
1
2
3
4
5
6
7
12. Effective communication and co-operation *
1
2
3
4
5
6
7
13. Comments

Product

14. Absolute quality*
1
2
3
4
5
6
7
15. Consistently adheres to agreed specification*
1
2
3
4
5
6
7
16. Product performance in application*
1
2
3
4
5
6
7
17. Quality of packaging*
1
2
3
4
5
6
7
18. Brand of Arya Sasol*
1
2
3
4
5
6
7
19. Comments

Sales, Ordering, Delivery

20. Understand your business needs and requirements*
1
2
3
4
5
6
7
21. Accessibility of customer service or account manager*
1
2
3
4
5
6
7
22. Communication of stock (non-)availability*
1
2
3
4
5
6
7
23. Efficiency of ordering process*
1
2
3
4
5
6
7
24. Timeous delivery confirmation*
1
2
3
4
5
6
7
25. Proactive warning of delivery delays*
1
2
3
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5
6
7
26. Accuracy of delivery documents*
1
2
3
4
5
6
7
27. Technical knowledge of the company's experts when providing technical advice*
1
2
3
4
5
6
7
28. Comments

After Sales Support

29. Effective resolution of complaints and queries*
1
2
3
4
5
6
7
30. On time reply/ feedback on complaints*
1
2
3
4
5
6
7
31. Effectiveness of corrective/preventive actions*
1
2
3
4
5
6
7
32. Compensation for non-conforming products*
1
2
3
4
5
6
7
33. Comments

Admin

34. Payment method*
1
2
3
4
5
6
7
35. Accurate invoices and statements*
1
2
3
4
5
6
7
36. Resolution of admin queries*
1
2
3
4
5
6
7
37. Comments

Corporate Image

38. Does Arya Sasol treat you with fairness & integrity?*
1
2
3
4
5
6
7
39. Do you know Arya Sasol as a customer oriented company?*
1
2
3
4
5
6
7
40. Do you know Arya Sasol as a systematic company?*
1
2
3
4
5
6
7
41. Comments
Suggestions:
42. Do you Have any comments or suggestion that would help us improve our quality of customer service?