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Questions 1+2
1. How do you evaluate the reaction time to your inquiries on a scale from 1 to 6 (good to bad)?
2. Was the offer clearly arranged or do you prefer differenct structure?
Answer
Percent
1
17,35 %
2
67,35%
3
12,24%
4
1,02%
5
1,02%
6
0,00%
n/a
1,02%
Answer
Percent
clearly structured
85,71%
different structure
13,27%
n/a
1,02%
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Question 3+4
3. Can you tell us the crucial factor for the placement of order? (Only 1 factor, no parameter)
4. Are you content with the processing of order concerning product quality?
Answer
Percent
Date of delivery
17,35%
Cost
59,18%
Good relationship
9,18%
Quality
7,14%
Service
2,04%
Other
5,10%
Answer
Percent
1
42,86%
2
54,08%
3
2,04%
4
0,00%
5
0,00%
6
0,00%
n/a
1,02%
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Question 5+6
4.1 Are you content with the processing of order concerning delivery reliability?
4.2 Are you content with the processing of order concerning quality packaging / shipping?
Answer
Percent
1
31,63%
2
55,10%
3
10,20%
4
1,02%
5
0,00%
6
0,00%
n/a
2,04%
Answer
Percent
1
14,29%
2
54,08%
3
7,14%
4
4,08%
5
0,00%
6
0,00%
n/a
20,41%
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Question 7+8
4.3 Are you content with the processing of order concerning documentation?
5. How flexible was the reaction towarsd change requests after placement of order (change of delivery date, number of items, ...)?
Answer
Percent
1
28,57%
2
56,12%
3
6,12%
4
0,00%
5
0,00%
6
0,00%
n/a
9,18%
Answer
Percent
1
24,49%
2
44,90%
3
10,20%
4
1,02%
5
1,02%
6
0,00%
n/a
18,37%
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Question 9+10
6.0 Please, evaluate the performance of your contact person at Schuster concerning availability?
6.1 Please, evaluate the performance of your contact person at Schuster concerning competence?
Answer
Percent
1
18,37%
2
62,24%
3
17,35%
4
0,00%
5
0,00%
6
0,00%
n/a
2,04%
Answer
Percent
1
38,78%
2
58,16%
3
1,02%
4
0,00%
5
0,00%
6
0,00%
n/a
2,04%
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Question 11+12
6.2 Please, evaluate the performance of your contact person at Schuster concerning gentleness?
7. Have there been any complaints recently?
Answer
Percent
1
36,73%
2
59,18%
3
3,06%
4
0,00%
5
0,00%
6
0,00%
n/a
1,02%
Answer
Percent
yes
10,20%
no
87,76%
n/a.
2,04%
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Question 13+14
8. Were the complained defects eliminated / parts for replacement delivered in a satisfactory way?
9. Are you familiar with the Online-Service-System OSS of Schuster?
Answer
Percent
1
4,08%
2
3,06%
3
2,04%
4
0,00%
5
1,02%
6
0,00%
n/a
89,80%
Answer
Percent
yes
18,37%
no
81,63%
n/a.
0,00%
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Question 15+16
10. Would an access to OSS be interesting to you?
11. Do you use FIX IT (formerly "express delivery charge"), Schuster's assurance for fixed date deliveries?
Answer
Percent
yes
43,88%
no
48,98%
n/a.
6,12%
Answer
Percent
yes
54,08%
no
15,31%
What is FIX IT?
24,49%
n/a.
6,12%
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Question 17+18
12. Have you received the Schuster magazine?
13. If not: Would you like to receive the magazine?
Answer
Percent
yes
25,51%
no
71,43%
n/a.
3,06%
Answer
Percent
yes
61,22%
no
11,22%
n/a.
27,55%
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Question 19+20
14. How often do you visit the website of Schuster?
15. How well informed do you feel about Schuster's new activities and services?
Answer
Percent
never
50,00%
rarely
29,59%
once in a while
12,24%
frequently
3,06%
n/a
5,10%
Answer
Percent
1
2,04%
2
22,45%
3
23,47%
4
20,41%
5
11,22%
6
5,10%
n/a
15,31%
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Question 21+22
16.0 Evaluate the following terms concerning Schuster company: enthusiasm for performance
16.1 Evaluate the following terms concerning Schuster company: Security
Answer
Percent
1
5,10%
2
59,18%
3
17,35%
4
1,02%
5
0,00%
6
1,02%
n/a
16,33%
Answer
Percent
1
16,33%
2
59,18%
3
8,16%
4
0,00%
5
0,00%
6
0,00%
n/a
16,33%
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Question 23+24
16.2 Evaluate the following terms concerning Schuster company: Sustainability
17. Would you follow an invitation for a customer field day at Schuster company?
Answer
Percent
1
9,18%
2
63,27%
3
14,29%
4
0,00%
5
0,00%
6
0,00%
n/a
13,27%
Answer
Percent
yes
44,90%
no
53,06%
n/a.
2,04%
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Answer: Schuster GmbH
Customer:
It would be beneficial if the offer included the full total as well as a direct contact person.
Schuster:
We have already realized and implemented this issue. In all the future offers you will find the subtotal amount (except the costs for shipping, transport, and possible turn over taxes).
Also, the name of our employee who is responsible for your order will be mentioned.
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Answer: Schuster GmbH
Customer:
Rush costs are sometimes cost-intensive.
Schuster:
Rush costs ( FixIt / FixIt+ ) are set as follows:
We guarantee you a fix date on which your order will be delivered.
To secure this ability to delivery we store many tons of raw material. This enables us to produce your ordered parts immediately. In addition, we also keep up machine capacity in order to realize rush orders at any time. With these tools we provide you with process stability . But this stability is connected with extra costs.
You will find more information about FixIt and FixIt+ under Services.
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Antwort: Schuster Sonderschrauben
Customer:
With some orders there are more items delivered than ordered. Why that?
Schuster:
We always produce order related. During the manufacturing process it is possible that some parts have defects. In order to assure your ordered number of items we always over-produce a little number of items. If you only need the exact number of items, we can provide this for little extra costs.
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Antwort: Schuster Sonderschrauben
Customer:
Formerly, the documents were so bulked. Is it possible to act more eco-friendly by saving paper?
Schuster:
Good point. We have also thought about this issue before. That is why we implemented our Online-Service-System OSS. This is your virtual desk at Schuster Company.
All trading documents can be sent via email or can be seen online. This includes invoices, delivery notes, certificates etc. You will find further information about this issue under Services.