MAMMUT INDUSTRIES FZE Form No.

: MTD-QPF-05-01
Trailers Division
Customer Satisfaction Planning Rev.: 0 Date: 03-05-06

CUSTOMER SATISFACTION SURVEY SCOPE

Customer Satisfaction to be measured in August 2006, MTD:

1. The type of measurement to be performed is Transactional Satisfaction: This is to

measure the level of satisfaction experienced while ‘transacting’ with our company.

2. We will survey the customers who have already received their orders. The period of
receipt will be during the period of Begin April to End July (3 month sampling).

3. Should this sample group exceed 20 surveys, we will sort and priority will be given
to bigger volumes, either actual or potential.

4. The survey will contain 6 questions: 3 related to service and knowledge of staff, 3
related to quality and time.

5. Where-ever possible these surveys will be performed telephonically as it is easier to

engage in more meaningful assessments. All results will be recorded for analysis.
In limited instances, the survey will be either emailed or faxed to the customer and
followed up for reply.

6. Results will be entered into the analysis tool, pivoted for further analysis and
conclusions/findings will be communicated during a scheduled Management
feedback meeting.

This Management Meeting will address all findings and plan to reduce the common
problem areas.

7. Communication of results back to the customers will be planned during the

Management Meeting.

Customers will be contacted again for feedback of our results, as well as the
changes we HAVE made.

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