2017年大众品牌销售满意度调研执行细则.docVIP

VW-网审字(2017)第号 201年大众品牌销售满意度调研执行细则 201 VW Brand sales customer satisfaction survey detail regulation 1、目的Target 为明确大众品牌销售满意度调研中的各项要求，特制定本细则To confirm the requirement of sales customer satisfaction survey. 2、术语Term 销售满意度调研：简称销售CSSSales customer satisfaction survey: Sales CSS for short; 潜在客户：进入一汽-大众大众品牌经销商展厅内，且未购买新车的客户 Interested customer(IC for short): VW brand showroom but didn’t buy a new car. 成交客户：已购买一汽-大众大众品牌车辆的私家车用户 Buying customer(BC for short): urchased the VW brand cars finally. 3、职责Responsibility 网络管理部：制定销售CSS调研方案并发布相关报告NM. Dept.: onfirm the project of sales CSS and release the reports. 客户关系管理部：组织人员进行电话回访，提供调研及申诉结果CRM Dept.: Organize the staff to telephone survey, provide survey result and appeal result. 区域销售事业部：指导、跟踪经销商的提升R: Guide and track the improvement measure of dealers. 4、细则 Detail 4.1方案 Project 4.1.1调研方式：电话调研 Survey method: y phone 4.1.2调研频次：每月 Survey frequency: onthly 4.1.3调研对象及月度目标样本量如下表 Survey object and month target sample as follow 成交客户BC 18 潜在客户IC 2 其中，参与调研的成交客户包含一级经销商及ini 4S店的所有成交客户 In it, the BC includes who is in level 1 dealers and mini dealers. 4.1.4调研指标及权重：参考附件1《大众品牌销售CSS调研指标和权重》Indexes and weight can be checked in attachment 1VW brand sales CSS index and weight . 4.1.5成交客户成绩=∑成交客户各指标得分×权重BC otal score =∑score of link × weight 4.1.6潜在客户成绩=∑潜在客户各指标得分×权重IC otal score of =∑score of link × weight 4.2执行Execute 4.2.1经销商按《经销商客户档案管理规定》维护并上传客户档案Dealers maintain and upload customer file based on the regulation of customers file. 4.2.2网络管理部每月月初确定当月参与销售CSS的经销商名单NM. Dept. confirm the dealer list of every sales CSS at the beginning of each month. 4.2.3客户关系管理部组织人员进行电话调研，具体调研时间段内的档案范围及目标样本量如下：CRM carry out survey, the file scope in specific survey period and the target sample capacity are as follow: 调研时间Survey time N月16日~次月15日 16th of month N~15th of month N 调研样本 Sample 档案范围（月）File range(month) N-5 N-4 N-3 N-2 N-1 N 成交客户BC 1 1 1 1 4 10 潜在客户IC / 2 说明Note： N-5月表示从N月往前推5个月的月份，其他亦同The meaning of month N-5 is the month forth 5 months. 当期某月份目标样本量不足时，可在