CLIE8720 Relatório de Monitoramento da Satisfação do Cliente
v04.24 – Novembro/2009
O programa tem a finalidade de Atender ao Processo do Star Class ref. ao Monitoramento de Clientes (MBB), realizados em um determinado período.
Relatório:
SISDIA 07/11/2009 13:52:15 PAG: 1
SISDIA-CLIE8720-v04.24.01-Rel.Monitoramento da Satisfacao Cliente
1- DETALHES DO CLIENTE
CLIENTE : MILTON XXXXX XXXXXXXX
CPF/CNPJ : 999.999.999.99 TELEFONE : 12-2342.3244
CONTATO : ANA LUIZA XX XXXXXXXX XXXXX DATA COMPRA : 17/01/2008
VEICULO(S): KUN51L-NKPSYG DATA ENTREGA :
VENDEDOR : ANA LUIZA DE OLIVEIRA FROTA NOTA(S) FISCAL(S): 171376
HISTORICO DE LIGACOES:
--------------------------------------------------------------------------------------- | |
DATA/HORA | OBSERCACOES |
27/10/2009 | MILTON XXXXX XXXXXXXX |
--------------------------------------------------------------------------------------- |
II - QUESTIONARIO
APRESENTACAO
BOM DIA/TARDE/NOITE. POR GENTILEZA, POSSO FALAR COM O SR.(a)? MILTON XXXXX XXXXXXX
MEU NOME É ANA LUIZA XX XXXXXXX XXXXX , TRABALHO NO CONCESSIONARIO
FILIAL XXXXXXXXXX .NO MES 01
O(A) SR.(A) ADQUIRIU SEU(S) VEICULO(S), Modelo: KUN51L-NKPSYG
GOSTARIA DE SABER SUA OPNIAO SOBRE O NOSSO ATENDIMENTO.
POSSO CONTAR COM A SUA COLABORACAO?
---------------------- | ---------------------------------- | ------------------------------ | ||
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="6d516c86-f541-492b-8673-97072baa4816"><ac:plain-text-body><![CDATA[ | [ ] SIM | [ ] OUTRO DIA/HORARIO | [X] NAO | ]]></ac:plain-text-body></ac:structured-macro> |
CONTINUE A PESQUISA | AGENDE A PESQUISA P/OUTRO DIA | TENTE AGENDAR A PESQUISA | ||
| QDO POSSO RETORNAR A LIGACAO? | P/OUTRO DIA (ITEM2). CASO o | ||
| DATA HORARIO | CLIENTE SE RECUSE, ENCERRE | ||
| MUITO OBRIGADO PELA SUA ATENCAO | A LIGACAO. MUITO OBRIGADO PE- | ||
| TENHA UM BOM DIA /TARDE /NOITE | LA SUA ATENCAO. | ||
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| TENHA UM BOM DIA/TARDE/NOITE | ||
---------------------- | ---------------------------------- | ------------------------------ |
QUESTOES
1)O SR. FICOU SATISFEITO COM O ATENDIMENTO DO VENDEDOR?
---------------------- | ----------------------------------------------------------------- | ||
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="64e32825-9dbb-40fe-98d6-e3c388a09576"><ac:plain-text-body><![CDATA[ | [ ] SIM | [ ]NAO | ]]></ac:plain-text-body></ac:structured-macro> |
| QUAL O MOTIVO? | ||
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| POSSIVEIS MOTIVOS | ||
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="7507e254-0682-4048-b7ba-b9c944dd8ed9"><ac:plain-text-body><![CDATA[ |
| [ ] a. QUALIDADE NO ATENDIMENTO | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="7a4a27be-51df-4b03-8887-0f5a5d8dfc32"><ac:plain-text-body><![CDATA[ |
| [ ] b. CONHECIMENTO TECNICO DO PRODUTO | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="ae83eeff-3eb5-440e-85f6-76fb73beffd2"><ac:plain-text-body><![CDATA[ |
| [ ] c. CONDICOES DE PAGAMENTO | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="2420127f-192e-4a0e-bb94-e1e31eb26c93"><ac:plain-text-body><![CDATA[ |
| [ ] d. FALTOU INFORMACOES SOBRE GARATIA/ASSISTENCIA TECNI | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="2437cc71-423b-4fdd-acab-dac7b3f6e0ac"><ac:plain-text-body><![CDATA[ |
| [ ] e. CONTATO APOS A COMPRA DO VEICULO | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="a48b4c92-b81e-4dce-b410-644839d7bee6"><ac:plain-text-body><![CDATA[ |
| [ ] f. QUANTO AO OFERECIMENTO DO VEICULO | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="163afdfa-abd0-4472-a249-1ea0669f15b1"><ac:plain-text-body><![CDATA[ |
| [ ] g. FLEXIBILIDADE NA NEGOCIACAO | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="5f634793-d494-4c9d-825d-e64ba8c2b920"><ac:plain-text-body><![CDATA[ |
| [ ] h. SERV.TECNICOS IMPLEMENTADORES,DESPACHANTES,BCOS,SEGURO,ETC | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="4ca12dc6-62bf-4c49-9adb-0e36c6a8bcdb"><ac:plain-text-body><![CDATA[ |
| [ ] i. OUTROS | ]]></ac:plain-text-body></ac:structured-macro> |
---------------------- | ----------------------------------------------------------------- |
2) - O(s) VEICULOS(s) FOI(ram) ENTREGUE(s) EM ORDEM E NA DATA COMBINADA?
---------------------- | ----------------------------------------------------------------- | ||
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="bd5f232f-2e47-44ce-b8c3-3b285eaf2efc"><ac:plain-text-body><![CDATA[ | [ ] SIM | [ ]NAO | ]]></ac:plain-text-body></ac:structured-macro> |
| QUAL O MOTIVO? | ||
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SISDIA 07/11/2009 13:52:15 PAG: 2
SISDIA-CLIE8720-v04.24.01-Rel.Monitoramento da Satisfacao Cliente
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| POSSIVEIS MOTIVOS | ||
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="310fbafc-152f-443c-b3d5-3388523c0099"><ac:plain-text-body><![CDATA[ |
| [ ] a. VEICULO NAO FOI ENTREGUE NA DATA COMBINADA | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="f00844b0-56a0-4559-bc2f-722f2af6d1bd"><ac:plain-text-body><![CDATA[ |
| [ ] b. HOUVE ATRASO NA ENTREGA TECNICA | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="970a1c59-fb9f-48cd-a481-7a8145802c12"><ac:plain-text-body><![CDATA[ |
| [ ] c. VEICULO FOI ENTREGUE SUJO | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="1d95e458-fbca-4d4e-b5ec-5aebf960ac44"><ac:plain-text-body><![CDATA[ |
| [ ] d. HORARIO DE ENTREGA | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="660f177b-aa0c-49dc-b0b4-6135d40dd10e"><ac:plain-text-body><![CDATA[ |
| [ ] e. FALTOU ACESSORIO | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="2a48ed4a-52af-4aaa-af54-432ffe2a527f"><ac:plain-text-body><![CDATA[ |
| [ ] f. OUTROS | ]]></ac:plain-text-body></ac:structured-macro> |
---------------------- | ----------------------------------------------------------------- |
3) - O SR. FICOU SATISFEITO COM AS ORIENTACOES DADAS NO MOMENTO DA ENTREGA?
---------------------- | ----------------------------------------------------------------- | ||
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="68b103d3-f836-4da6-b383-cc119dbe1c0c"><ac:plain-text-body><![CDATA[ | [ ] SIM | [ ]NAO | ]]></ac:plain-text-body></ac:structured-macro> |
| QUAL O MOTIVO? | ||
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| POSSIVEIS MOTIVOS | ||
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="a1c0629d-42d1-456b-90d9-a85832ff92d7"><ac:plain-text-body><![CDATA[ |
| [ ] a. QUALIDADE NO ATENDIMENTO | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="c62d5dd2-2872-4a09-9f0d-668864312ba7"><ac:plain-text-body><![CDATA[ |
| [ ] b. FALTARAM INFORMACOES SOBRE FUNCIONAMENTO | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="0e7f53d8-2d55-4d75-917e-e3a7d98a21d5"><ac:plain-text-body><![CDATA[ |
| [ ] c. FALTARAM INFORMACOES SOBRE MANUTENCAO | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="f534299c-ab53-424f-9b4a-51a9bf8c6fe3"><ac:plain-text-body><![CDATA[ |
| [ ] d. FALTARAM INFORMACOES SOBRE REVISAO E GARANTIA | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="b345292a-a2f8-4a51-b278-51d19e54a628"><ac:plain-text-body><![CDATA[ |
| [ ] e. NAO PARTICIPOU DA ENTREGA TECNICA / NAO SOUBE INFORMAR | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="f69206b4-4c62-44c3-85bf-a4a9710e05f6"><ac:plain-text-body><![CDATA[ |
| [ ] f. OUTROS | ]]></ac:plain-text-body></ac:structured-macro> |
---------------------- | ----------------------------------------------------------------- |
4)
---------------------- | ----------------------------------------------------------------- | ||
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="3887dc3b-f598-4fa0-a8b6-ecdd5b14eab9"><ac:plain-text-body><![CDATA[ | [ ] SIM | [ ]NAO | ]]></ac:plain-text-body></ac:structured-macro> |
| QUAL O MOTIVO? | ||
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| POSSIVEIS MOTIVOS | ||
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="b9f3b78f-09c7-4ba4-ae59-6d1a4f7dd744"><ac:plain-text-body><![CDATA[ |
| [ ] a. | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="3726ee70-a90a-439c-a6ee-fedde07977ff"><ac:plain-text-body><![CDATA[ |
| [ ] b. | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="5513d1ce-fc90-4cab-8b19-44dd152ecedf"><ac:plain-text-body><![CDATA[ |
| [ ] c. | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="3a0ba82a-e5e0-4bba-b82a-6d2260223eaa"><ac:plain-text-body><![CDATA[ |
| [ ] d. | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="3122bbd1-2f4f-4375-82f3-e7d827711237"><ac:plain-text-body><![CDATA[ |
| [ ] e. | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="cc79e07b-1fca-43fb-b5df-eed06ee5268a"><ac:plain-text-body><![CDATA[ |
| [ ] f. | ]]></ac:plain-text-body></ac:structured-macro> |
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5) O SR. GOSTARIA DE FAZER ALGUMA CRITICA, SUGESTAO OU COMENTARIO?
---------------------- | ----------------------------------------------------------------- | ||
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="97d844e5-3aed-402c-a2d1-39c8d7756ca4"><ac:plain-text-body><![CDATA[ | [ ] SIM | [ ]NAO | ]]></ac:plain-text-body></ac:structured-macro> |
QUAL SERIA? | ENCERRE A PESQUISA | ||
TODAS AS INFORMACOES |
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DEVEM FICAR CLARAS P/O |
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CLIENTE |
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---------------------- | ----------------------------------------------------------------- |
CLASSIFICACAO |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="461ea021-e72a-4fc5-8545-63dc3bb176a4"><ac:plain-text-body><![CDATA[ | [ ] a. CRITICA | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="1dfce32d-7126-41b3-bfd7-e072c04cc03d"><ac:plain-text-body><![CDATA[ | [ ] b. SUGESTAO | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="2ed92ab4-fedf-4103-a20c-6241dc643729"><ac:plain-text-body><![CDATA[ | [ ] a. COMENTARIO | ]]></ac:plain-text-body></ac:structured-macro> |
---------------------- | ----------------------------------------------------------------- |
ENCERRAMENTO
------------------------------------ | --------------------------------------------------- |
SISDIA 07/11/2009 13:52:15 PAG: 3
SISDIA-CLIE8720-v04.24.01-Rel.Monitoramento da Satisfacao Cliente
1-SE NAO HOUVE RECLAMACOES: | 2-SE HOUVE RECLAMACOES: |
A PESQUISA TERMINOU. MUITO OBRIGADO | A PESQUISA TERMINOU. MUITO OBRIGADO POR SUA ATENCAO |
POR SUA ATENCAO. O CONCESSIONARIO | REPASSAREI SUAS RECLAMACOES P/AREA RESPONSAVEL. |
LHE DESEJA UM OTIMO DIA/TARDE/NOITE | O CONCESSIONARIO LHE DESEJA UM OTIMO DIA/TARDE/NOI- |
CONTINUAMOS A SUA DISPOSICAO ATRAVES | TE. CONTINUAMOS A SUA DISPOSICAO ATRAVES DO TELFONE |
DO TELEFONE |
|
------------------------------------ | --------------------------------------------------- |
III - ANALISE DAS RECLAMACOES / DEFINICAO DE ACOES
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RESPONSAVEL: ANA LUIZA XX XXXXXXXX XXXXX |
DATA: 07/11/2009 |
---------------------------------------------------------------------------------------- |
ANALISE DE PROCEDENCIA
A1) AS RECLAMACOES DO CLIENTE PROCEDEM?
---------------------- | ----------------------------------------------------------------- | ||
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="75765794-6cca-45a9-b12d-23b1ef7b6bde"><ac:plain-text-body><![CDATA[ | [ ] SIM | [ ]NAO | ]]></ac:plain-text-body></ac:structured-macro> |
| QUAL O MOTIVO? | ||
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| POSSIVEIS MOTIVOS | ||
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="3825ebed-b693-42c7-a394-052d21dea1b5"><ac:plain-text-body><![CDATA[ |
| [ ] a. SERV.TERC,IMPLEMENTADORES,DESPACHANTES,BANCOS,SEGUROS,ETC. | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="17a3d35a-91ff-4038-b250-16d71987d541"><ac:plain-text-body><![CDATA[ |
| [ ] b. NAO FAZ PARTE DO CONTRATO | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="cd5b2d83-ab66-4fc0-8534-2de775ff66b0"><ac:plain-text-body><![CDATA[ |
| [ ] c. CONTRARIA A POLITICA/REGRAS DA CONCESSAO | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="ae7259cb-a448-46b1-b63f-2d6542bd1697"><ac:plain-text-body><![CDATA[ |
| [ ] d. PROBLEMA TECNICO QUE SURGIU APOS A RETIRADA DO VEICULO QUE | ]]></ac:plain-text-body></ac:structured-macro> |
| ESTAVA EM PERFEITA CONDICOES | ||
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="991a290c-6433-4779-9a78-ed024c6595e8"><ac:plain-text-body><![CDATA[ |
| [ ] e. OUTROS | ]]></ac:plain-text-body></ac:structured-macro> |
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ACAO PONTUAL
A2) POSSIVEIS ACOES
------------------------------------- | -------------------------------------------------- | ||
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="736e83b9-58c4-4d3e-abc1-bb59a73d7ec5"><ac:plain-text-body><![CDATA[ | [ ] a.SUBSTITUICAO DE ITEM DEFEITUOSO | [ ] g.ENVIO DE BRINDE | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="888dc3d9-0c89-4f8d-baab-39582c5442db"><ac:plain-text-body><![CDATA[ | [ ] b.ENTREGA DE ITEM FALTANTE | [ ] h.OFERECIMENTO DE CORTESIA | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="33e68998-9b41-4683-b0d1-5b393bb92024"><ac:plain-text-body><![CDATA[ | [ ] c.ENVIO INF./ESCLARECI/O DUVIDAS | [ ] i.CONVITE PARA EVENTO | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="11708a64-8d2c-4966-93ec-86bb20560892"><ac:plain-text-body><![CDATA[ | [ ] d.AGENDAMENTO DE VISITA | [ ] j.PROBLEMA JA RESOLVIDO | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="f7b8a9ed-2c2d-40c0-9ad0-eff97a1d8b71"><ac:plain-text-body><![CDATA[ | [ ] e.AGENDAMENTO DE SERVICO | [ ] k.ACAO NAO APLICAVEL | ]]></ac:plain-text-body></ac:structured-macro> |
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="6bde827f-8aa4-4fcb-a573-f95a9bdc0267"><ac:plain-text-body><![CDATA[ | [ ] f.CONTATO TELEFONICO O | [ ] l.OUTROS | ]]></ac:plain-text-body></ac:structured-macro> |
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DATA DO CONTATO COM O CLIENTE 07/11/2009
COMENTARIOS:
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ACAO CORRETIVA
A3) POTENCIAL PARA ACAO CORRETIVA?
---------------------- | ----------------------------------------------------------------- | ||
<ac:structured-macro ac:name="unmigrated-wiki-markup" ac:schema-version="1" ac:macro-id="8b32feea-cfce-4f0e-abd1-bdba8e050e12"><ac:plain-text-body><![CDATA[ | [ ] SIM | [ ]NAO | ]]></ac:plain-text-body></ac:structured-macro> |
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v04.51.01 – Abril/2012
Para bandeira John Deere: será exibido mais de um chassi por pedido de venda no relatório.