Survey Overview DISCO Customer Satisfaction Survey. Purpose of the Survey Content of the Survey Subject of the Survey

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1 Survey Overview Purpose of the Survey Content of the Survey Subject of the Survey Survey area Survey method Language Survey period Number of respondents Response ratio This survey aims to understand how DISCO has been evaluated by customers and to provide feedback of customers' needs. This survey asks for levels of customers' satisfaction and for comments on DISCO products and services. The user of DISCO products. Asia, EU, Japan, and U.S.A. This survey uses the Internet (using facsimile and in part) to ask customers to answer specific questions or write their comments freely. Chinese(Simplified), Chinese(Traditional), English, French, German, Italian, Japanese, Korean 2003/10/ /10/ % (1/10)

2 Equipment and Blades/Grinding Wheels Q1 Regarding DISCO machines that you are currently using, please indicate your level of satisfaction with each of the following items. a. Overall level of satisfaction with machine b. Machine processing results c. Software quality d. Hardware quality e. Machine safety f. Operation manuals (ease of use and understanding) g. Price h. Lead time Q2 Regarding our blades and grinding wheels that you are currently using, please indicate your level of satisfaction with each of the following items. a. Overall level of satisfaction w ith blades/grinding w heels b. Processing results c. Blade/grinding wheel life d. Price e. Lead time (2/10)

3 Q3 In the last year, how have lead times for blades and grinding wheels changed? Much longer Much shorter a. Blades/grinding wheels (regular orders) b. Sample blades /grinding wheels Q4 What do you feel is a reasonable and acceptable lead time for blade/grinding wheel (regular orders) delivery? days 0~3 4~6 7 8~10 11~14 15~21 22~30 over31 Lead time Q5 We welcome any comments regarding DISCO machines, blades, grinding wheels, operation manuals, and lead times. Feel free to comment on areas of dissatisfaction or provide suggestions for improvement. (exception) (3/10)

4 DISCO Customer Satisfaction Survey Service Q6 Regarding your most recent test cut, please indicate your level of satisfaction with each of the following items. a. Test cut results b. Report and explanations (ease of understanding, etc.) c. Lead time from request to test cut performance d. Lead time from test cut performance to report delivery e. Test cut facilities Q7 Where was the lastest test cutting service performed for you? (exception) Q8 Regarding machine installation and after-sales service, please indicate your level of satisfaction with each of the following items. a. Installation work by Disco staff b. Reliability of maintenance and troubleshooting c. Promptness of response to request for repairs d. Sufficiency and understandability of explanation about root cause and action taken e. Cost of repairs and maintenance f. Lead time of parts g. Cost of parts (4/10)

5 Q9 Regarding blade and grinding wheel after-sales service, please indicate your level of satisfaction with each of the following items. a. Ability to solve the blade /wheel related problem b. Speediness of response c. Sufficiency and understandability of explanation about root cause and action taken Q10a Regarding the operation and maintenance training in which you participated most recently, please indicate your level of satisfaction with each of the following items. a. Understandability b. Completeness c. Training period length d. Training facilities Q10b Where did you participate in the training? (exception) Q11 Regarding our "buy-off service" (pre-shipment equipment verification at our Kuwabata factory), please indicate your level of satisfaction with each of the following items. a. Sufficiency of buy-off service b. Buy-off facilities (5/10)

6 Q12 Please indicate the type of information that you expect from DISCO. - Latest processing methods - New technology - Blade/grinding wheel selection and use - Detailed processing examples - Detailed technical product information - Industrial trends - Information about using Disco products - Product price and lead time - Others Q13 Regarding information provided to you by DISCO, please indicate your level of satisfaction with each of the following items. a. Content b. Timeliness Q14 How would you prefer to receive information from DISCO? - - Visit to your company by Disco personnel - Printed material by mail - Disco website - Others Q15 We welcome any comments regarding DISCO services. Feel free to comment on areas of dissatisfaction or provide suggestions for improvement. (exception) (6/10)

7 DISCO Staff Q16 Regarding DISCO salespeople and agents, please indicate your level of satisfaction with each of the following items. a. Ability to propose solutions b. Fit of proposals to your needs c. Promptness of response d. Knowledge of your processes e. Knowledge of Disco product f. Business manners g. Coordination between our sales, technical and service staff h. Response of our support staff other than salespeople Q17 Regarding the technical staff who provide technical advice pertaining to product selection/purchase, please indicate your level of satisfaction with each of the following items. a. Ability to propose solutions b. Fit of proposals to your needs c. Promptness of response d. Knowledge of your processes (7/10)

8 Q18 Regarding DISCO's applications engineers (test cut/grind staff), please indicate your level of satisfaction with each of the following items. a. Ability to propose solutions b. Fit of proposals to your needs c. Promptness of response d. Knowledge of your processes Q19 Regarding DISCO's service engineers who handle after-sale service, please indicate your level of satisfaction with each of the following items. a. Ability to propose solutions b. Fit of proposals to your needs c. Promptness of response d. Knowledge of your processes e. Knowledge of Disco products f. Knowledge of applications g. Business manners Q20 We welcome any comments regarding DISCO staff. Fell free to comment on areas of dissatisfaction or provide suggestions for improvement. (exception) (8/10)

9 Comprehensive Evaluation Q21 Please indicate your level of satisfaction with each of the following items. a. Proactive advancement of new technologies b. Applicability of Disco s product road map to your business plan c. Concern for the environment d. Concern for safety Q22 Compared with last year, do you think the quality of DISCO's business activities has improved or deteriorated? Seriously deteriorated Greatly improved Quality of Disco sbusiness activities Q23 Do you think DISCO has produced results in line with your expectations? Absolutely not Absolutely (9/10)

10 Q24 Would you recommend our products to other divisions and/or plants in your company? Definitely not Definitely w ould Q25 What is your overall level of satisfaction with DISCO? Overall level of satisfaction with Disco Q26 Please comment on the level of satisfaction you indicated in Q25. We welcome any comments you have regarding areas of dissatisfaction or suggestions for areas of improvement. (exception) (10/10)