客户满意度调查与分析程序中英文版本.pdfVIP

Customer Satisfaction Investigation File Name File NO. Edition Page and Analysis Procedure MP/Q A/1 1/6 文件名称 文件编号 30-L 版次 页次 客户满意度调查与分析程序 1、Purpose/目的 It is to actively get to know customer requirement and feedback, take suitable corrective and preventive measures, continuously improve the product quality and customer satisfaction. 主动了解客户需求及反馈，迅速有效处理客户反馈，采取适当的纠正与预防措施，不断改进产品质 量，提高客户满意度。 2 、Scope/适用范围 It is applicable to all the customer investigation of the company. 适用于公司所有客户的调查。 3、Responsibility/职责 3.1 Marketing department is responsible for investigating and analyzing the customer satisfaction to oversea and main land polymer-li battery and applicable battery. 3.1 市场部负责海外及大陆聚合物锂电和应用电池客户满意度的调查与分析，以及客户满意度调查 项目的设置与更新。 3.2 Each related department is responsible for taking correspondsive corrective and preventive measures. 3.2 各相关部门负责针对性采取纠正和预防措施。 3.3 QC department is responsible for tracking and verifying the improvemental measuresto customer satisfaction. 3.3 品质部负责客户满意度改善措施的跟踪及验证。 4 、Definition/定义 Customer satisfaction: comparative degree between the customer actual feeling of accepting product and service and customer expectation. 客户满意度：顾客接受产品和服务的实际感受与其期望值比较的程度。 5、Procedure Contents/程序内容 5.1 Investigation methods of customer satisfaction/客户满意度调查方式 5.1.1 External investigation 5.1.1 外部调查 5.1.2 Third party investigation Customer Satisfaction Investigation File Name File NO. Edition Page and Analysis Procedure