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Dear Sir/Madam,

Thank you very much for filling this questionnaire. It is designed to investigate the implementing of electronic customer relationship management (eCRM) In Chinese Mobile Telecommunications sector the aim of this research is to find the relationship between eCRM effective factors and loyalty,retention and satisfaction factors in order to conduct the Chinese mobile telecom operators to be successful in improving satisfaction, loyalty and  retention of their customers in this field.

This questionnaire is carried out in partial complementation for the awards of Masters Degree in information management department in Sheffield University.

This questionnaire adopts the non-tangible method that all the information is used to complete task and be used for data statistics and analysis. No personal information will be exposed,

please choose appropriate answer based on your experience.

Thank you.


尊敬的女士/先生:

大家好!非常感谢您在百忙之中抽出时间来填写这份问卷。这份问卷主要是为了从客户的角度调查中国移动通讯供应商在实行电子客户关系管理中的情况。研究的目的是为了找出影响客户关系管理实施的因素,并且调查该公司的客户满意度和客户忠诚度情况。以便发现问题,然后更好的从客户的角度出发,去满足客户的需求。

该问卷是为了协助完成一份英国谢菲尔德大学信息管理学院研究生论文。

该问卷采用不记名的方式,所有的信息只作为样本用于数据统计和分析。 不会涉及商业用途及个人隐私的任何暴露和侵害,请您放心做答。

谢谢!

1.Which category below best describes your gender? 您的性别*


2.Which category below includes your age? 您的年龄*


3.Educational attainment 教育程度*


4.which Mobile operators is your choice currently? 您现在使用的手机通讯商*


5.How long have you been a customer of your selected Mobile Operators?您使用现在的移动供应商有多久*


6.Have you changed your Mobile Operators? 您曾经更换过通讯公司*


7.which Mobile operators was your previous choice ? 您曾经使用的通讯供应商*


8.which factors leaded you changed your choice? 什么因素导致您曾经更换移动通讯商*


9.How often does your selected Mobile Operator connect with you? 手机通讯商联系您的频率*


10..Which kind(s) of mode does your selected Mobile Operator contact with you? 通常通讯公司是以什么方式联系您*


11.Which contact methods do you prefer? 您最喜欢哪种联系方式*

Please circle the appropriate box to indicate your degree.Where: 5=most preferred, 4= preferred, 3= neutral, 2= less preferred,1= least preferred) 请您选择相应的喜欢程度 5=非常喜欢,4=喜欢, 3=一般,2=不喜欢,1=最不喜欢.

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Message 短信
E-mail 电邮
web/internet 网页/网络
Telephone 电话
Face to face 面见

12.Generally, how satisfied do you feel with your selected Moile Operator? 您对现在使用的移动通讯商是否满意*


13.How satisfied do you consider with the following factors? 您对现在使用的移动通讯商以下因素的满意程度*

5= Very satisfied, 4 = satisfied 3= Average, 2= Unsatisfied, 1= Poor 5=非常满意 4= 满意 3= 一般 2=不满意 1= 非常不满意

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personal service offer 产品性能
Timely information delivery 及时的信息告知
Timely tracking to customer requests 及时的客户需求追踪
Timely respond to customer complaints 对客户投诉的及时反映
service warting time 服务等待时间
Price 价格
Payment tool 付款方式(多样性,便捷性
Delivery 产品交付 快速,及时)
communication tool 交流工具

14.Will you keep doing business with your current Moile Operator.? 你会继续使用您现在的移动通讯商么*


15.Do you recommend your Mobile Operator to others? 您会将使用的通讯商介绍给他人么 *


16.Will you ignore other Moile Operators even if they take more favourable promotion strategies ? 如果其他移动通讯商提供更加优惠的产品,您会改变您现在的选择么*


17.How important are the following factors that may influence your decision? 以下因素何种程度上会影响您的选择*

5=very important, 4= quite important, 3= average, 2= not very important, 1= not important at all 5= 非常重要 4=比较重要 3=一般 2= 不重要 1=一点也不重要

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Customer service 客户服务
Product quality 产品质量
Payment 付款
Technology support 技术支持
Delivery 产品交付 (如产品更新及时)
Ability to offer solutions 问题解决能力

18.Will you change your business to other Mobile operators if current one can not satisfy you need ? 如果现在的通讯商不能满足您的所有要求,您会考虑更换其他*


19.If you have any suggestion, please write below. 如果您有任何宝贵意见,请您指教.


   
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