Linde Final Questionaire 1 18 08

Linde Final Questionaire 1 18 08 - TheFraserGroup Final...

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The Fraser Group Customer and Employee Relationship Metrics Final 1/18/08 CUSTOMER QUESTIONNAIRE My name is _____________. I’m calling on behalf of Linde, formally known as BOC. ( CLARIFIER: HERE WE’RE TALKING ABOUT OXYGEN, NITROGEN, ARGON AND OTHER GASES USES IN INDUSTRIAL AND COMMERCIAL APPLICATIONS.) Linde has hired my company, The Fraser Group, an independent market research organization, to explore the issues most important to you as a user of commercial gases. I want to assure you this is not a sales call. Our interest is in learning more about the requirements of the users of industrial and commercial gases and how manufacturers might improve the services and programs they offer. I want to assure you that your identity and individual answers will not be revealed but only combined with others. First of all, GO TO Q1 IF ASKED “HOW DID YOU GET MY NAME, COMPANY, NUMBER , and Linde provided a list of customers with whom they do business and your name was included. Verification: John Rinald Phone : 908-771-1189 [email protected] What title best describes your job at (ENTER SAMPLE INFO) (READ HI-LIGHTED LIST): 1. Management Includes: General Manager CEO President/Owner 520 North State Road 135, # M158 Greenwood, IN 46142-1324 Telephone 317.859.7442 E-Mail - [email protected]
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2. Purchasing 3. Maintenance includes: director of maintenance manager of maintenance etc. 4. Engineering Includes: plant facility general etc. 5. Operations 6 Quality 99. Other -(LIST) 1. Which of the following best describes your role in the decision of selecting the supplier of industrial or commercial gases your company uses? 1. I am responsible for making the decision (include approves decision) 2. I am consulted about the decision 3. I implement the decision 4. I am informed about the decision The next question asks you to compare Linde to other suppliers of products or materials that you use in your manufacturing process. 2. Taking into consideration your own experiences as well as what you may have heard from others, would you say the overall quality of Linde… ( CLARIFIER: OVERALL QUALITY INCLUDES NOT ONLY THE PRODUCTS BUT ALSO THE DELIVERY OF THOSE PRODUCTS AND THE SERVICES AND SUPPORT ACTIVITIES THE CUSTOMER EXPECTS) 1. Is much better than the overall quality of other suppliers of products used in your production process – SKIP TO Q4 2. Somewhat Better – SKIP TO Q4 3. About the same – SKIP TO Q4 4. Somewhat worse – TAKE VERBATIM – SKIP TO Q4 5. Much worse than the overall quality of other suppliers of products used in your production process – TAKE VERBATIM– SKIP TO Q4 6. DON’T KNOW – CONTINUE The next few questions we are going to ask you to rate Linde on a series of issues. If you don’t know, please say, “I don’t know.” 2
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3. Then taking into consideration your own experiences as well as what you may have heard from others, how would you rate the overall quality of Linde as a supplier of industrial gases? Would you say Linde’s overall
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Linde Final Questionaire 1 18 08 - TheFraserGroup Final...

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