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Customer Feedback
 
CUSTOMER FEEDBACK

Dear Customer;
We would like to thank you for your kind reply to our survey which was prepared with the objective of determining your needs and expectations, and to enable us to respond to your needs and to provide customer satisfaction. Customers’ concerns will be addressed according to the results of the survey and necessary improvements made. We are determined to give you the best possible service.
 
Company Name and Title :
Authorized Person Name and Surname :
His/ Her Title :
 
How long have you been using our services?
0-1 year 1-3 years 3-5 years More than 5 years
1-Which service group of our company do you use ?
International Land Transportation
Maritime lines
Airways
Warehouse Services
Customs consultancy /Commission services
Cargo Services
Insurance Services
2-Which Transport services of our company do you use ?
Land export
Maritime export
Airways export
Land import
Maritime import
Airways import
3-Are you aware that our company has a fleet of 100 trucks?
Yes No  
4-How would you evaluate the quality of our services?
5-Can you reach our customer representative easily when you call our company?
Yes No Sometimes  
6. Please specify the reason if you have answered the question as No/ Sometimes.
7-Please specify the reason if you have answered No/Sometimes
Yes No  
8-When a customer representative is not available, does another authorized person serve you
Yes No  
9. Can you inform our company as to your complaints or suggestion easily?
10-Please specify the reason if you have answered NO?
Yes No Sometimes  
11-Do you think our customer representatives handle your problems satisfactorily?
Yes No  
12-Do you inform our customer representative about your problems in written form when necessary?
Very Good Good Bad Very Bad
13-How do you rate our customer representative's attitude and behavior towards you?
Very Good Good Bad Very Bad
14-Do you think the technical skills and education of our customer representative is sufficient?
Yes No  
15-Can you reach our customer representative when you want to get information outside working hours?
Yes No  
16-Do you know the extension line of the customer representative serving you?
Yes No  
17-Do you believe that the customer representative has enough authority to solve your problems?
Yes No    
18-How often would you like our customer representative to visit you?
Once a week Once every
15 days . 		Once a mounth ....... Once every 2 mounths
19-Would you appreciate it if our customer representative called you occasionally, even if you do not have an order?
Yes No  
20-Which of the below reports prepared by our customer representative regarding your order do you receive.
Agency notification form
Order final state notification
Loading notification
Notification of estimated time of arrival
Notification of time of arrival
21-How would you prefer to receive the above forms?
Fax E-mail
22-Do you know e-mail address of our customer representative ?
Yes No  
23-Would you prefer communicating with our customer representative free of charge by the MSN Messenger program used by our company?
Yes No  
24-How do you send your order to our company?
Telephone
Fax
E-mail
With notification to our office abroad through loading company
25-Do you think the information on the Order Final State Notification Form is sufficient?
Yes No Sometimes
26-Is your order loaded without delay ?
Yes No Sometimes  
27-Are you informed if there is a delay in the loading of your order?
Yes No Sometimes  
28-Do you thinkthe information on the Loading Notification Form sent after your order is loaded is sufficient?
Yes No Sometimes  
29.If you have replied "sometimes" to the question, please specify information you would appreciate added to the Loading Notification Form.
30-Do you think the information on the Estimated Arrival Notification Form sent after your order is loaded is sufficient?
Yes No Sometimes  
31.If you have replied "sometimes" to the question, please specify information you would appreciate to added on the Estimated Arrival Notification Form.
32-Is the date specified on the estimated time of arrival form the same as the arrival date?
Yes No  
33- Is arrival notification sent to you promptly after shipment arrival in Turkey?
Yes No Sometimes  
34-To whom do you want documents prepared after customs clearance to be sent?
To us To our customs consultant  
35-Do you receive documents and freight invoices promptly?
Yes No Sometimes  
36-Do you think the information provided on the freight invoices is sufficient?
Yes No Sometimes  
37. If you have replied "sometimes" to the question, please specify the information you would appreciate add.
38-Do you want to be informed before shipping in cases of large volume or transferred material?
Yes No Sometimes
39-Do you think the time between the loading of material and the material arrival date is sufficent?
Yes No  
40-Are you notified in sufficient time of payments due?
Yes No  
41-Do you know that land transport made by Grupaj Servis is covered by CMR Insurance?
Yes No  
42-Do you use customs services of our affiliate company Grup Gümrükleme ?
Yes No  
43-How long have you been using our customs services?
0-1 year 1-3 years 3-5 years  
44-Can you reach the customer representative serving you easily when you call Grup Gümrükleme?
Yes No Sometimes  
45-Does another person serve you when your customer representative is not available?
Yes No  
46-Can you inform Grup Gümrükleme easily about your complaints or suggestions?
Yes No  
47-How do you rate our customer representative's attitude and behaviour towards you ?
Very Good Good Bad Very Bad
48-How often do you want our customer repsentative to visit you?
Once a week Once every 15 days Once a month Once every 2 months
49-Do you want our customer representative to call you periodically even if you do not have an order?
Yes No  
50-Are customs documents received promptly?
Yes No Sometimes  
51-Are customs operations completed promptly?
Yes No Sometimes  
52-Are customs documents delivered to you promptly after the customs operation is completed?
Yes No Sometimes  
53-Are you notified in sufficient time about payments due Grup Gümrükleme?
Yes No  
54-Are you satisfied with the service of our company's courier department's regarding payment and document delivery?
Yes No Sometimes  
55-Are you aware that Grupaj Servis Sigorta Aracılık Hizmetleri Company which was established by our company to offer insurance services, is an agency of Başak Sigorta?
Yes No  
56-If you do not now use Grupaj Servis insurance services, would you like to?
Yes No  
57-Are you aware that when you use the services of our company, your material is insured as soon as loaded?
Yes No  
58-Are you satisfied with our insurance service representative?
Yes No Sometimes  
59-Are transportation policies delivered to you promptly?
Yes No Sometimes  
60-Are you satisfied with the services of our insurance department?
Yes No Sometimes
61-Are you notified by our department regarding insurance claims promptly ?
Yes No    
62-Do you want our insurance customer representative to visit and advise you as to your needs?
Yes No  
63-Do you think the pricing system applied to insurance policies is acceptable?
Yes No  
64-Do you use warehouse services of Grupaj Servis and Grup Gümrükleme ?
Yes No  
65-Are warehouse registry documents delivered to you or your customs consultant in sufficient time?
Yes No  
66-Would you appreciate warehouse, transportation, customs and storing services being provided by one company?
Yes No  
67-Would you be interested in getting these services?
Yes No  
68-Do you know that daily domestic transportation service to Ankara, Izmir and Bursa is offered by Grupaj Servis?
Yes No  
69-Do you know that our company offers storage management in our non-custom facilities?
Yes No  
70-Would you recommend our company to other organizations?
Yes No  
71-If you have answered NO to the question, please specify the reason.
72-What is your opinion about our company in comparison to the service and performance of other companies?
73-Please give us your suggestions on improving our service.


Thank you for your participation in Grupaj Servis Customer Feedback Survey.

Public Relations and Customer Satisfaction Directorate

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