Customer happiness

1. Contact

1.1 Do you know the responsible person at Polyfil for you?





1.2 Do you have any problems contacting your responsible person during our business hours? (8 a.m. - 11.45 a.m. / 1.15 p.m. - 4.30 p.m.)



1.3 At what time is it absolutely necessary for you to reach your responsible clerk by telephone?







1.4a How do you feel about the waiting time until your call is taken by the responsibel person?





1.4b How is the availability of our responsibel person?



1.4c How long does it take for you call to get transferred?



1.5 If you cannot reach your responsibel person, which of the following alternatives is best for you?





1.6 Your responsible person is absent for a while. How satisfied are you with the deputy so far?




1.7 Your responsibel person is not able to solve your problem. You should therefore contact your project / industry manager. What is your previous experience?






2. Delivery times

2.1 Are the delivery dates kept?



2.2 Were you unsolicited informed, if the delivery dates have been postponed?




3. Communication

3.1a You call your responsible person. How do you feel about his / her cooperation? (He / she takes time for me)



3.1b You call your responsible person. How do you feel about his / her cooperation? (He / she focuses on the conversation)




3.1c You call your responsible person. How do you feel about his / her cooperation? (He / she listens to me)





3.1d You call the person responsible for you. How do you feel about his / her cooperation? (He / she helps me and is flexible)



4. Courtesy

4.1a Your responsible person is very friendly:




4.1b Your responsible person is very helpful:




4.1c Your clerk is very well informed:





4.1d Your responsible person is very unsure:




4.2a Are you satisfied with the wording of our letters and faxes? (Letters/faxes are formulated in a friendly manner)




4.2b Are you satisfied with the formulation of our letters and faxes? (Letters/faxes are formulated in an understandable way)



4.2c Are you satisfied with the formulation of our letters and faxes? (The appearance (typeface, title, etc.) of the correspondence is clear)



5. Reaction

5.1a How do you rate us in terms of order execution and in dealing with returns: (Any problems that arise will be solved immediately and correctly)



5.1b How do you rate us in terms of order execution and in dealing with returns: (There are no complications with complaints)




5.1c How do you rate us in terms of order execution and in dealing with returns: (Order processing is handled in an accommodating manner)




5.2a Returns (complaints are processed immediately and correctly)




5.2b Returns (Special circumstances are considered)




6. Competence

6.1 In your opinion, do the office staff or the project/branch managers in the field have the necessary skills and knowledge?





7. Customer data

7.2 In which country is your company located?




7.3 What is the total purchase volume at Polyfil for your company?




In which country is your company mainly active?







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Thank you for your effort and for taking the time
have to fill out our questionnaire for us.

We want to do everything we can to make our company friendly and
to present competently and attractively!

Thank you very much!