服务站—重卡

问卷编号：_____________

Questionnaire No.___

潍柴服务站满意度调查问卷（重卡）
WEICHAI POWER satisfaction survey questionnaire for service station(heavy truck)

访问信息 survey information

服务站名称 service station name：

服务站地址 service station address：

被访者姓名： 职位 position： 联系方式 Contact way：

Interviewee name

访问员姓名： 访问员编号：
Interviewer name Interviewer NO

访问开始时间： 访问结束时间：
Start time of interview End time of interview

问卷处理信息 questionnaire processing information

一审签名 Auditor signature： 二审签名 Auditor signature：

复核员签名 Reviewer signature： 录入员签名 Keyboarder signature：

访问员保证 interviewer guarantee

我绝对清楚本人之访问态度对于研究结果的影响。
I am absolutely clear of the impact that interviewing attitude has on the survey result.

我确保本问卷所填写各项资料皆由本人依照访问程序规定，绝对真实无欺，若发现一份作假，全部问

卷作废，并赔偿公司损失。
I guarantee I fill out all the information of the questionnaire in accordance with the procedure

requirement, and the information is absolutely true.

访问员签名：_______________

Interviewer signature

1
 服务站—重卡

先生/女士：
您好！我是拓索市场咨询公司的访问员，为使潍柴动力能够为您提供更好的服务，受
潍柴动力委托，我们正在进行服务站满意度调研工作，占用您一点时间，请教您几个问题，
可以吗？
Hello! I am Weichai Power Co., LTD interviewer. To make my company provide you with better service,

we are conducting customer satisfaction research. Could you spare me several minutes so that I can ask

you a few questions?

甄别部分 Screening section 

S1. 受访人员信息 interviewee information

姓名 name： 职务 posotion： 联系电话 Tel no.：

我们的问题将围绕着您对潍柴的商务政策、配件供应、油品供应、办事处管理和维修
培训各方面来展开，请您根据您对这些内容的赞同程度进行打分。我们的评分标准是 1-10
分，10 分代表您非常认同，1 代表您非常不认同。
Our questions will centre around your opinion about our company’s business policy, spare parts
supply, oil supply, office management and maintenance training and so on, and please score according to
your satisfaction level. Our scoring standard is 1-10 points, 10 points represent you very agree, 1
represents you strongly disagree.

第一部分 商务政策
Part 1: business policy
下面是有关潍柴商务政策方面的问题，请您根据您对这些内容的赞同程度进行打分。10 分代表您

非常认同，1 代表您非常不认同。

Here are some questions about business policy,please mark them on the basis of your
approval level. 10 points represent you very agree, 1 represents you strongly disagree.

A1、您对潍柴商务政策的各个方面评价如何？ How do you evaluate all aspects of business

policy?
非常认同非常不认同不清楚

分项 items Very agree Strongly disagree Unclear

1 维修工时费合理 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------

Maintenance fee is reasonable 11

2 外出服务里程费合理

Mileage fee for outgoing service is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------

reasonable 11

2
 服务站—重卡
3 通讯、出差等费用合理

Communications and travel expenses 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------

are reasonable 11

10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------

4 配件收益 Parts revenue 11

10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------

5 油品收益 Oil revenue 11

10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------

6 结算及时性 Timeliness of settlement 11

A1.6.1、针对 A1 中第 6 项回答 6 分及以下（认为结算不及时的）的询问：

出现结算不及时的情况时，一般需要【】天才能结算完成。
When the settlement is not timely, how many days will it take for the settlement to

be completed?

非常认同非常不认同不清楚
分项 items
Very agree Strongly disagree Unclear

7 潍柴服务费支付方式合理

The payment mode of service fee 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

is reasonable

A2、就潍柴在商务政策方面的表现而言，您认为潍柴目前急需提升哪些方面？有哪些建议或期望？

In terms of business policy performance, what do you think is urgently needed to improve?
What are the recommendations or expectations?

第二部分 配件、油品供应
Part 2:Parts、oil supply

下面是有关潍柴配件和油品供应方面的问题，请您根据您对这些内容的赞同程度进行打分。10 分
代表您非常认同，1 代表您非常不认同。

The following is about Weichai parts and oil supply problems, please score on the
basis of your approval level. 10 points represent you very agree, 1 represents you
strongly disagree.

3
 服务站—重卡
B1、您对潍柴配件供应的各个方面如何评价？

How do you evaluate all aspects of Weichai parts supply?

非常认同非常不认同不清楚
分项 items
Very agree Strongly disagree Unclear

1 配件供应及时
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Parts supply timely

2 配件购买方便
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Parts are easily t to buy

3 配件价格合理
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Parts price is reasonable

4 潍柴配件供应中心库的配合程度高

Coordination degree of Central Library 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

is high

B1.1.1、具体有哪些配件供应不及时？What parts are not available in time?

B2、您对潍柴油品供应的各个方面如何评价？ How do you evaluate all aspects of oil supply?

非常认同非常不认同不清楚
分项 items
Very agree Strongly disagree Unclear

1 油品供应及时
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
oil supply timely

2 油品购买方便
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
easy to purchase oil

3 油品价格合理
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
oil price reasonable

4 潍柴专用油供应中心库的配合程度高

Highly coordination degree of oil 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

supply center library

B3、就潍柴目前的配件和油品供应现状来看，您认为潍柴目前急需在哪些方面改进？您有哪些具体的
建议或期望？

In view of the current situation of parts and oil supply, what improvements do you think
need to be urgently improved? What specific suggestions or expectations do you have?

4
 服务站—重卡

第三部分 办事处管理
Part 3: Office management
下面是有关潍柴驻外办事处的问题，请您根据您对这些内容的赞同程度进行打分。10 分代表您非
常认同，1 代表您非常不认同。
Here are the questions about the office management. Please mark it on the basis of
your approval level of the content. 10 points means that you agree, 1 represents you
strongly disagree.

C1、您对潍柴驻外办事处工作的各个方面如何评价？

How do you evaluate all aspects of the office work?

非常认同非常不认同不清楚
分项 items
Very agree Strongly disagree Unclear

1 办事处人员协调能力强

Office personnel coordination ability 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

is strong

2 办事处人员工作效率高
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Office staff work efficiency is high

3 办事处维修技术支持到位

Office maintenance technical 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

support is good

4 办事处处理问题公正
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
office handles the problem fairly

5 办事处人员服务单处理流程及时

Office staff process the service 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

sheet in time

5
 服务站—重卡
C2、就潍柴驻外办事处在管理支持方面的表现来看，您认为潍柴目前急需在哪些方面改进？您有哪些
具体的建议或期望？
In terms of office management support performance, what improvements do you think is urgently
needed? What specific suggestions or expectations do you have?

第四部分 售后维修培训
Part4: After sales maintenance training
下面是有关潍柴售后维修培训方面的问题，请您根据您对这些内容的赞同程度进行打分。10 分代
表您非常认同，1 代表您非常不认同。
Here are the questions about after sales maintenance training. Please score it on the
basis of your approval level of the content. 10 points means that you agree, 1 represents
you strongly disagree.

D1、您对潍柴维修培训各个方面如何评价？

How do you evaluate all aspects of Weichai maintenance training?

非常认同非常不认同不清楚
分项 items
Very agree Strongly disagree Unclear

1 培训次数适合
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Proper training time

2 新产品的维修培训及时
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
New product training in time

D1.2.1、目前，潍柴对哪种新产品的培训欠缺？

What kind of Weichai new products lack of training in your opinion?

非常认同非常不认同不清楚
分项 items
Very agree Strongly disagree Unclear

3 维修培训的形式合适 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

6
 服务站—重卡
The form of maintenance training is

appropriate

4 维修培训的效果明显

The effect of maintenance training is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

obvious

D1.4.1、哪种形式的培训效果好？What kind of training effect is good?

D2、目前，您还有哪方面的培训需求？At present, what other training needs do you have?

D3、一般来讲，由潍柴组织的维修培训一年有多少次？

In general, how many maintenance training can be organized by the Weichai ?

1 一年 1 次 1 2 一年 2 次 2

Once a year 2 times / year

3 一年 3-4 次 3 4 一年 5 次以上 4

3-4 times / year More than 5

times/year

5 不确定 5 6 没有培训 6

Not sure No tranining

D4、您认为一年几次维修培训合适？How many training do you think should be carried out per

year?

1 一年 1 次 1 2 一年 2 次 2

Once a year 2 times / year

3 一年 3-4 次 3 4 一年 5 次以上 4

3-4 times / year More than 5

times/year

5 其它 Others 5-【请记录】please note

第五部分 竞争对手

Part 5: Competitor
E1、贵公司除进行潍柴发动机的销售和售后服务外，还服务其他哪些品牌的发动机？【多选】

7
 服务站—重卡
In addition to Weichai,what other brands do your company also offer the service?(multiple

choice)

1 福康 Foton Cummins 1 2 锡柴 FAWDE 2

3—结束访问 4 只有潍柴 4—结束访问

3 其它品牌 Other brands
End the interview Only Weichai End the interview

E2、【针对 E1 中选择 1-福康的问】下面是对福康企业的一些整体判断，请根据您的赞同程度进行打分？

（我们的评分标准是 1-10 分，10 分代表您非常认同，1 代表您非常不认同。）
Here is some of the overall judgment of Foton Cummins ,please score according to your degree of approval.
(our scoring standard is 1-10 points, 10 points represent you very agree,1 represent you strongly disagree.)

非常认同非常不认同不清楚
分项 items
Very agree Strongly disagree Unsure

商务政策满意度 Business policy

1 维修工时费合理
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Maintenance fee is reasonable

2 外出服务里程费合理

Mileage fee for outgoing service is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

reasonable

3 通讯、出差等费用合理

Mileage fee for outgoing service is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

reasonable

4 配件收益 Parts revenue 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

5 油品收益 Oil revenue 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

6 结算及时性 Timeliness of settlement 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

7 服务费支付方式合理

The payment mode of service fee is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

reasonable

目前配件、现金比例多少
What is the proportion of the parts and cash at present?

配件油品供应满意度 Parts&oil supply

1 福康的产品配件供应及时
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Parts supply timely

2 福康的产品配件购买方便 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
8
 服务站—重卡
Parts are easily t to buy

3 福康的产品配件价格合理
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Parts price is reasonable

4 福康专用配件供应中心库的配合程度高

Coordination degree of Central Library is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

high

1 福康的产品油品供应及时
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
oil supply timely

2 福康的产品油品购买方便
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
easy to purchase oil

3 福康的产品油品价格合理
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
oil price reasonable

4 福康专用油品供应中心库的配合程度高

Highly coordination degree of oil supply 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

center library

办事处管理支持满意度 office management:

1 福康办事处人员协调能力强

Office personnel coordination ability is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

strong

2 福康办事处人员工作效率高
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Office staff work efficiency is high

3 福康办事处维修技术支持到位

Office maintenance technical support is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

good

4 福康办事处处理问题公正
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
office handles the problem fairly

5 福康办事处人员服务单处理流程及时

Office staff process the service sheet in 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

time

维修培训满意度 Maintenance training

1 福康售后维修培训次数适当
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Proper training time

9
 服务站—重卡
2 福康新产品培训及时
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
New product training in time

3 福康培训形式合适

The form of maintenance training is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

appropriate

4 维修培训的效果明显

The effect of maintenance training is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

obvious

E3、针对 E2 评分在 7 分以上的项目询问，您对（福康商务政策、配件/油品供应、办事处支持和培训效

果）比较认可，您能讲一下他们具体是怎样做吗？他们产品的主要优势体现在哪些方面？
You agree with Foton Cummins business policy, parts / oil supply, office support and training effect,
Can you tell me how they do it specifically? What are the main advantages of their products?

1 商务政策 business policy：

2 配件供应 parts supply：

3 油品供应 oil supply：

4 办事处管理 office management：

5 售后维修培训 after sales maintenance training：

E4、【针对 E1 选择 2-锡柴的问】下面是对锡柴企业的一些整体判断，请根据您的赞同程度进行打分？
（我们的评分标准是 1-10 分，10 分代表您非常认同，1 代表您非常不认同。）
Here is some of the overall judgment of FAWDE,please score according to your degree of approval.
(our scoring standard is 1-10 points, 10 points represent you very agree,1 represent you strongly disagree.)
非常认同非常不认同不清楚
分项 items
Very agree Strongly disagree Unsure

商务政策满意度 Business policy

1 维修工时费合理
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Maintenance fee is reasonable

10
 服务站—重卡
2 外出服务里程费合理

Mileage fee for outgoing service is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

reasonable

3 通讯、出差等费用合理

Communications and travel expenses are 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

reasonable

4 配件收益 Parts revenue 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

5 油品收益 Oil revenue 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

6 结算及时性 Timeliness of settlement 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

7 服务费支付方式合理

The payment mode of service fee is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

reasonable

目前配件、现金比例多少
What is the proportion of the parts and cash at present?

配件油品供应满意度 Parts& oil supply

1 锡柴的产品配件供应及时
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Parts supply timely

2 锡柴的产品配件购买方便
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Parts are easily to buy

3 锡柴的产品配件价格合理
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Parts price is reasonable

4 锡柴专用配件供应中心库的配合程度高

Coordination degree of Central Library is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

high

1 锡柴的产品油品供应及时
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Oil supply timely

2 锡柴的产品油品购买方便
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Easy to purchase oil

3 锡柴的产品油品价格合理
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Oil price reasonable

4 锡柴专用油品供应中心库的配合程度高 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

Highly coordination degree of oil supply

11
 服务站—重卡
center library

办事处管理支持满意度 Office management &support

1 锡柴办事处人员协调能力强

Office personnel coordination ability is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

strong

2 锡柴办事处人员工作效率高
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
ffice staff work efficiency is high

3 锡柴办事处维修技术支持到位

Office maintenance technical support is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

good

4 锡柴办事处处理问题公正
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
office handles the problem fairly

5 锡柴办事处人员服务单处理流程及时

Office staff process the service sheet in 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

time

维修培训满意度 maintenance training

1 锡柴售后维修培训次数适当
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
Proper training time

2 锡柴新产品培训及时
10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11
New product training in time

3 锡柴培训形式合适

The form of maintenance training is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

appropriate

4 维修培训的效果明显

The effect of maintenance training is 10-----9-----8-----7-----6-----5-----4-----3-----2-----1----------11

obvious

E5、针对 E4 评分在 7 分以上的项目询问，您对（锡柴商务政策、配件/油品供应、办事处支持和培训效

果）比较认可，您能讲一下他们具体是怎样做吗？他们产品的主要优势体现在哪些方面？
You agree with FAWDE business policy, parts / oil supply, office support and training effect,
Can you tell me how they do it specifically? What are the main advantages of their products?

1 商务政策 business policy：

12
 服务站—重卡

2 配件供应 parts supply：

3 油品供应 oil supply：

4 办事处管理 Office management：

5 售后维修培训 After sales maintenance training：

结束语
非常感谢您的配合，我代表公司再次感谢您的参与和提出的建议。预祝未来贵公司和
潍柴有更好的合作发展！祝您工作顺利，万事顺意！
Ending
Thanks for your cooperation and thanks again for your participation and suggestions. I wish
your company and Weichai have better cooperation and development in the future .I wish you
success in your work and all goes smoothly.

13