Disco Customer Satisfaction Survey Results

Transcription

1 Disco Customer Satisfaction Survey Result> Disco Customer Satisfaction Survey Results Purpose of survey In order to understand how Disco has been evaluated by customers and to make a reference for further feedback in the form of our customer voices, we are making this survey about Satisfaction, Complaints and Inquiries from the customers who are using our products. Outline Survey of: Disco products user. of Survey Surveillance area: Japan, U.S.A., EU and Asia Surveillance Method: Internet WEB.( incl. Fax and E mail) Period of Surveillance: 22/8/19-22/9/21 Number of responses: 57(Response ratio: 35.4%) Report Equipment and Service How satisfied are you with Disco Machines and their after sales service? Disco Blades and Grinding Wheels How satisfied are you with Disco blades/abrasives and their after sales service? Disco Staff How satisfied are you with Disco sales personnel and engineers? Information Materials and General Inquiry Response How satisfied are you with Disco's provision of information and response of your inquiry?. Your Impression of Disco in General What is your overall opinion of and satisfaction with Disco? Inquiries If you have any inquires relating to the content, please forward your inquiry to: Riki Hayasaki Group Leader, Customer Satisfaction Coordination Group PS Company Disco Corporation c_info3@disco.co.jp or hayasaki@disco.co.jp Phone: Fax: Address:2-14-3,Higashi-Kojiya,Ohta-ku,Tokyo,Japan Disco Customer Satisfaction Survey Result 22 Copyright 23 DISCO CORPORATION

2 Equipment and Service Q1. Regarding Disco machines and the operation manuals that you are currently using, please indicate your level of satisfaction you attach to each of the following items. If you use several machine models, please indicate an overall level. a. Machine processing results b. Machine safety c. Software quality d. Hardware quality e. Price f. Is the operation manual easy to understand and use? Q2. Regarding lead time, please indicate your level of satisfaction you attach to each of the following items a. Lead time b. Installation work by Disco staff Q3. Regarding our buy-off service (pre-shipment equipment verification at our Kuwabata factory), please indicate your level of satisfaction you attach to each of the following items. If you do not use the buy-off service, please select Don't know. a. Level of service b. Type of service c. Buy-off facilities Disco Customer Satisfaction Survey Result 22 ( 1 / 9 ) Copyright 23 DISCO CORPORATION

3 Q4. Regarding our test cutting service, please indicate the level of satisfaction you attach to each of the following items. If you have never used our test cutting service, please check Don't know. a. Test cut results b. Test cut report understandability c. Test cut report promptness d. Test cut facilities Q5. Where was the test cutting service performed for you? Q6a.Regarding operation and maintenance training, please indicate your level of satisfaction you attach to each of the following items. If you have not participated in any training services, please select Don t know. a. Understandability b. Completeness c. Training period length d. Training facilities Disco Customer Satisfaction Survey Result 22 ( 2 / 9 ) Copyright 23 DISCO CORPORATION

4 Q7.Regarding our machine after-sale service, please indicate your level of satisfaction you attach to each of the following items. a. Promptness of response to request for repair b. Thoroughness of explanation of causes and solutions c. Maintenance and repair costs d. Parts lead time e. Parts costs Q8.Please indicate your overall level of satisfaction with our equipment. Overall satisfaction with Disco equipment Q9.Please comment on the overall level of satisfaction you indicated in Q8. We welcome especially any Disco Customer Satisfaction Survey Result 22 ( 3 / 9 ) Copyright 23 DISCO CORPORATION

5 Disco Blades and Grinding Wheels Q1.Regarding our blades and grinding wheels that you are currently using, please indicate your level of satisfaction you attach to each of the following items. If you use several types of blades and/or grinding wheels, please indicate your overall response. a. Blade/grinding wheel life b. Processing results c. Quality d. Price Q11.What is the approximate lead time for our blades/grinding wheels that you use for mass production? (Please indicate the number of days.) days ~7 8~14 15~21 22~3 31~59 over6 Lead time ( *Ave = Average ) Q12. Please indicate your level of satisfaction you attach to lead time. Level of satisfaction with lead time Q13.What is permissible blade/grinding wheel lead time for your mass production operations? (Please indicate the number of days.) days ~3 4~6 7 8~1 11~14 15~21 22~3 over3 Permissible lead time ( *Ave = Average ) Disco Customer Satisfaction Survey Result 22 ( 4 / 9 ) Copyright 23 DISCO CORPORATION

6 Q14.Regarding blade/grinding wheel after-sale service, please indicate your level of satisfaction you attach to each of the following items. a. Disco s response for the troubles b. Speedy response of Disco against troubles Q15.What is your overall level of satisfaction with our blades/grinding wheels? Overall satisfaction of Disco blades/grinding wheels Q16.Please comment on the overall level of satisfaction you indicated above. We welcome especially any Disco Customer Satisfaction Survey Result 22 ( 5 / 9 ) Copyright 23 DISCO CORPORATION

7 Disco Staff Q17.Regarding Disco sales people and agents, please indicate your level of satisfaction you attach to each of the following items. a. Product knowledge b. Knowledge of your processes c. Understanding of your requirements d. Service (promptness) e. Professionalism f. Ability to propose and recommend Q18.Please comment on the level of satisfaction you indicated in Q17. We welcome especially any Q19.Regarding our design engineers, please indicate your level of satisfaction you attach to each of the following items. a. Product knowledge b. Knowledge of your processes c. Service (promptness) d. Professionalism e. Troubleshooting proposal ability Q2.Please comment on the level of satisfaction you indicated in Q19. We welcome especially any Disco Customer Satisfaction Survey Result 22 ( 6 / 9 ) Copyright 23 DISCO CORPORATION

8 Q21.Regarding our applications engineers, please indicate your level of satisfaction you attach to each of the following items. a. Product knowledge b. Knowledge of your processes c. Understandability of explanations d. Service (promptness) e. Professionalism f. Troubleshooting proposal ability Q22.Please comment on the level of satisfaction you indicated in Q21. We welcome especially any Q23. Regarding our service engineers, please indicate your level of satisfaction you attach to each of the following items. a. Product knowledge b. Knowledge of your processes c. Understandability of explanations d. Service (promptness) e. Professionalism f. Troubleshooting proposal ability Q24. Please comment on the level of satisfaction you indicated in Q23. We welcome especially any Disco Customer Satisfaction Survey Result 22 ( 7 / 9 ) Copyright 23 DISCO CORPORATION

9 Information Materials and General Inquiry Response Q25.Regarding information provided to you, please indicate your level of satisfaction you attach to each of the following items. a. Content b. Timeliness Q26. Regarding our response to your inquiries and requests, please indicate your level of satisfaction you attach to each of the following items. a. Accuracy of response b. Enthusiasm / proactiveness c. Coordination between our sales, technical and service staff Disco Customer Satisfaction Survey Result 22 ( 8 / 9 ) Copyright 23 DISCO CORPORATION

10 Your Impression of Disco in General Q27. Please indicate your level of satisfaction you attach to each of the following items. a. Proactively tackling new technologies b. Concern for the environment c. Concern for safety Q28.Compared with the last year, do you think the quality of Disco s business activities has improved or deteriorated? Quality of Disco s business activities Q29.What is your overall level of satisfaction with Disco? Overall level of satisfaction with Disco Q3.Please comment on the level of satisfaction you indicated in Q3. We welcome especially any Disco Customer Satisfaction Survey Result 22 ( 9 / 9 ) Copyright 23 DISCO CORPORATION