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  5. Customer Satisfaction Survey- Master

Customer Satisfaction Survey- Master

 
 


Dear Kuehne + Nagel Customer
  

Thank you for participating in our customer satisfaction survey. We are constantly enhancing our services to better fulfill your needs and expectations. Your opinions will help us to serve you better in the future. Please be assured that your responses are strictly confidential.
 
1.  How satisfied are you with Kuehne + Nagel in general, and with the Kuehne + Nagel office that you deal with most? 
    
On the scale 5 means 'Very Satisfied' and 1 means ‘Not Satisfied at all’.
    
Very Satisfied= 5 4 3 2 Not Satisfied= 1
Kuehne + Nagel in general
Kuehne + Nagel office you usually work with
 
2a.  What are your perceptions of Kuehne + Nagel?
    
On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.

Kuehne + Nagel…
Completely Agree = 5 4 3 2 Completely Disagree = 1
… is an expert in logistics and transportation
… provides global coverage for all products and services my company needs
… offers a comprehensive portfolio of proven solutions
… thinks and acts on behalf of the customer
… establishes strong partnerships with clients
… is dedicated to its business
… is able to customize its offerings
… is innovative
… adds economic value to our business
 
2a1.  What are your perceptions of Kuehne + Nagel?
    

On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.


Kuehne + Nagel…
Completely Agree =5 4 3 2 Completely Disagree = 1
… is an expert in logistics and transportation
… provides global coverage for all products and services my company needs
… offers a comprehensive portfolio of proven solutions
… thinks and acts on behalf of the customer
… establishes strong partnerships with clients
… is dedicated to its business
… is able to customize its offerings
… is innovative
… adds economic value to our business
… is regarded as a leader in global logistics solutions for my industry
… understands our company strategy
… delivers continuous improvement year on year
… provides us with innovative ways to improve supply chain effectiveness
 
2b.  Please rate your level of agreement with the following statements.
    
On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
    
Completely Agree = 5 4 3 2 Completely Disagree = 1
The Global Key Account Program adds value to our company
I plan to continue using Kuehne + Nagel as my strategic partner
I have access to senior management at Kuehne + Nagel
 
 
      
 
3.  The quality of cooperation is essential for us.
How does the Kuehne + Nagel office you deal with deliver against the following criteria?
    
On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
    
The office responsible for me…
    
Completely Agree= 5 4 3 2 Completely Disagree= 1
… is accessible and responds quickly
… communicates openly and comprehensively
… processes requests promptly
… applies commercial sense
… sticks to contractual agreements
… offers a high level of service quality
… offers state-of-the-art monitoring throughout the delivery process
… is easy to work with
… provides me with high quality data
… complies with company values and standards – e.g. security, health, environment
… reacts quickly, also in emergency situations
… treats me in a friendly manner
 
4a. Which of the following services of Kuehne + Nagel have you used in the past 12 months?
Yes No
Airfreight / 空運 / 空运
Seafreight / 海運 / 海运
Overland / 道路運輸 / 道路运输
Contract Logistics / 合同物流 / 合同物流
Prior Response Not Loaded - Please Insert a Page-Break Before the Custom Logic Script
 
 
4b. Please rank the services according to importance for your company. 

You can drag and drop the box(es).

On the scale the top rank means 'Most Important' and bottom rank  ‘Least Important’.
  
Drag your choices here to rank them
    Prior Response Not Loaded - Please Insert a Page-Break Before the Custom Logic Script
     
     
    4c. Regarding the Kuehne + Nagel services you nominated as most important to you, please indicate your main operational area(s) from this list
     
     
    For
    select the area you are directly working with Kuehne + Nagel from below:
        
     
    Quotation/Tender
     
    Booking Process
     
    Origin
     
    Shipment
     
    Destination
     
    Invoicing

     
    Quotation/Tender
     
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    My needs are fulfilled according to my expectation
    My quotation requests are answered promptly
    Kuehne + Nagel usually offers good value for money
    Quotation/Tender processes are comprehensive
     
    Booking Process
     
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    Kuehne + Nagel is responsive
    Booking documents are handled reliably
     
    Origin
      
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    I can rely on the pick-ups to take place as planned
     
    Shipment
      
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    My shipment documents are handled reliably
    The transit time meets my expectations
    The capacity we need is provided
     
    Destination
      
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    My shipments are delivered on time
    Shipments arrive in good condition
     
    Invoicing
      
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    Invoices are accurate
    Invoices are received in timely manner
     
     
        
    Prior Response Not Loaded - Please Insert a Page-Break Before the Custom Logic Script
     
     
    For
    select the area you are directly working with Kuehne + Nagel from below:
        
     
    Quotation/Tender
     
    Booking Process
     
    Origin
     
    Shipment
     
    Destination
     
    Invoicing

     
    Quotation/Tender
     
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    My needs are fulfilled according to my expectation
    My quotation requests are answered promptly
    Kuehne + Nagel usually offers good value for money
    Quotation/Tender processes are comprehensive
     
    Booking Process
     
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    Kuehne + Nagel is responsive
    Booking documents are handled reliably
     
    Origin
      
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    I can rely on the pick-ups to take place as planned
     
    Shipment
      
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    My shipment documents are handled reliably
    The transit time meets my expectations
    The capacity we need is provided
     
    Destination
      
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    My shipments are delivered on time
    Shipments arrive in good condition
     
    Invoicing
      
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    Invoices are accurate
    Invoices are received in timely manner
     
     
     
     
     
    4d. For Contract Logistics please select the dimensions below which have been relevant for you while working with Kuehne + Nagel:
        
     
    Implementation
     
    Service reliability
     
    Continuous improvement
     
    Claims management
     
    Pick & pack quality
     
    Value for money

     
    Implementation
      
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
     
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    Our agreed timing was met
    Kuehne + Nagel stuck to the agreed budget
    The quality matched my expectations
     
    Service reliability
      
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    The agreed KPIs for the operational performance are being met
    Outgoing shipments are being picked, packed and shipped within the agreed timing
    The accuracy of the inventory is at the agreed level
    The level of communication meets my expectations
    The warehouse quality fulfills my requirements
     
    Continuous improvement
      
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    I experience proactive engagement to improve quality and cost of the operation
    In day-to-day operations there is sufficient flexibility
     
    Claims management
       
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    Claims are being handled in a professional and timely manner
     
    Pick & pack quality
      
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    Outgoing shipments are being picked, packed and shipped within the agreed time
    I get my shipments delivered on time
     
    Value for money
      
    On the scale 5 means 'Completely Agree’ and 1 means ‘Completely Disagree’.
      
    Completely Agree= 5 4 3 2 Completely Disagree= 1
    The rate structure matches my expectations
    Invoicing quality is at the required level
    Operational costs are value for money
     
     
     
     
     
    5a.  Have you encountered any issues with Kuehne + Nagel over the last 12 months?
     
    Yes, with my usual Kuehne + Nagel office
     
    Yes, with Kuehne + Nagel in general
     
    No
     
     
    5b. Why were you dissatisfied?
       
     
     
    5c.  Did you complain to Kuehne + Nagel about the issue?
      
    Yes No
     
     
    5d.  How was the complaint handled?

    My usual Kuehne + Nagel office...
       
     
    ...responded and solved my problem to my complete satisfaction
     
    ...responded, but did not solve my problem to my complete satisfaction
     
    ...responded but did not take responsibility for my problem
     
    ...did not respond at all
     
     
    5e.  Was the complaint dealt with in the time expected?
     
    Yes
     
    No
     
    6. How satisfied are you with Kuehne + Nagel in the following areas?
      
    On the scale 5 means 'Very Satisfied' and 1 means ‘Not Satisfied at all’.
      
    Very satisfied= 5 4 3 2 Not Satisfied= 1
    Tender management
    Business implementation
    Business review sessions
    Information management (track & trace capability and reporting)
     
    6a. How satisfied are you with Kuehne + Nagel in the following areas?
      
    On the scale 5 means 'Very Satisfied' and 1 means ‘Not Satisfied at all’.
      
    Very satisfied= 5 4 3 2 Not Satisfied= 1
    Query resolution
    Track and trace capability
    KPI reporting
    Business implementation
     
     
    7.   How likely is it that you will recommend Kuehne + Nagel to a colleague or to another company?

    On the scale 10 means ‘Most definitely’ and 0 means ‘Under no circumstance’.
    «Under no circumstanceMost definitely»
    012345678910
     
     
    8.  Regarding your current/future logistics needs, which of these statements would you agree with most?

    Kuehne + Nagel…
      
     
    …is just one of many providers of logistics services.
     
    …is on my short list
     
    …is my first choice
     
     
    9.  What percentage of your transport business is handled by Kuehne + Nagel
    up to 25% 26 - 50% 51 - 75% more than 75% no answer
     
    10.  If you compare Kuehne + Nagel to its competitors, how satisfied are you concerning different performance areas?
      
    On the scale 5 means 'Very Satisfied' and 1 means ‘Not Satisfied at all’.
     
    Very satisfied= 5 4 3 2 Not Satisfied= 1
    … availability
    … responsiveness
    … proactivity
     
     
    11. Which Kuehne + Nagel office do you normally deal with?
      
    Select your Country, then choose your Kuehne + Nagel office.
     
     
        
     
     
    Algeria
     
    Alger
     
     
    Angola
     
    Luanda
     
     
    Argentina
     
     
    Australia
     
     
    Austria
     
     
    Bahrain
     
     
    Bangladesh
     
    Dhaka
     
     
    Barbados
     
    Bridgetown
     
     
    Belarus
     
    Minsk
     
     
    Belgium
     
     
    Bolivia
     
    Santa Cruz
     
     
    Bosnia and Herzegovina
     
    Sarajevo
     
     
    Brazil
     
     
    Bulgaria
     
    Sofia
     
     
    Cambodia
     
    Phnom Penh
     
     
    Canada
     
     
    Chile
     
    Santiago
     
     
    China
     
     
    Colombia
     
     
    Costa Rica
     
    San Jose
     
     
    Croatia
     
    Zagreb
     
     
    Czech Republic
     
     
    Denmark
     
     
    Ecuador
     
     
    Egypt
     
     
    El Salvador
     
    San Salvador
     
     
    Estonia
     
    Tallinn
     
     
    Finland
     
     
    France
     
     
    Germany
     
     
    Greece
     
     
    Guatemala
     
    Guatemala City
     
     
    Honduras
     
    San Pedro Sula
     
     
    Hong Kong
     
    Hong Kong
     
     
    Hungary
     
    Budapest
     
     
    India
     
     
    Indonesia
     
     
    Iran, Islamic Republic of
     
    Tehran
     
     
    Ireland
     
     
    Israel
     
    Tel Aviv
     
     
    Italy
     
     
    Japan
     
     
    Jordan
     
    Amman
     
     
    Kazakhstan
     
    Almaty
     
     
    Kenya
     
    Nairobi
     
     
    Korea, Republic of
     
     
    Kuwait
     
    Kuwait
     
     
    Latvia
     
    Riga
     
     
    Lithuania
     
    Vilnius
     
     
    Luxembourg
     
    Luxembourg
     
     
    Macao
     
    Macau
     
     
    Macedonia, The Former Yugoslav Republic
     
    Skopje
     
     
    Malaysia
     
     
    Malta
     
    Malta
     
     
    Mauritius
     
    Port Louis
     
     
    Mexico
     
     
    Morocco
     
    Casablanca
     
     
    Namibia
     
     
    Netherlands
     
     
    New Zealand
     
     
    Nicaragua
     
    Managua
     
     
    Norway
     
     
    Oman
     
    Muscat
     
     
    Pakistan
     
     
    Panama
     
    Panama City
     
     
    Peru
     
    Lima
     
     
    Philippines
     
     
    Poland
     
     
    Portugal
     
     
    Puerto Rico
     
    San Juan - Puerto Rico
     
     
    Qatar
     
    Doha
     
     
    Romania
     
     
    Russia
     
     
    Saudi Arabia
     
     
    Serbia
     
    Belgrade
     
     
    Singapore
     
    Singapore
     
     
    Slovakia
     
     
    Slovenia
     
     
    South Africa
     
     
    Spain
     
     
    Sri Lanka
     
    Colombo
     
     
    Sweden
     
     
    Switzerland
     
     
    Taiwan, Province of China
     
     
    Tanzania, United Republic of
     
    Dar es Salaam
     
     
    Thailand
     
     
    Trinidad And Tobago
     
    Port of Spain
     
     
    Turkey
     
     
    Ukraine
     
    Kiev
     
     
    United Arab Emirates
     
     
    United Kingdom
     
     
    Uruguay
     
    Montevideo
     
     
    USA
     
     
    Venezuela
     
     
    Viet Nam
     
     
    12. If you could change one thing about the way Kuehne + Nagel works with you, what would that be?
       
     
     
    13. If you had the choice,
    would you prefer to have one Kuehne + Nagel Sales contact only for all your transport modes (Air, Sea, Overland) or
    would you prefer to have dedicated Kuehne + Nagel Sales contacts for each transport mode?
     
    one Kuehne + Nagel Sales contact for all transport modes
     
    dedicated Kuehne + Nagel Sales contacts for each transport mode