To be Completed by Interviewer before the Interview

Please tick the appropriate boxes below:

Job function
	General Management		Finance		Customer Service
	Purchasing		Quality		Sales
	Production		Technical		IT
Other ___________________________________
Business sector:
	Automotive		Electronics		Packaging
	Chemicals		Engineering		Plastics
	Computers		Machine Tools		Telecommunications
	Other ____________________________________
Account size:
	Large		Medium		Small

Introduction

Good morning/afternoon/evening

My name is and I'm ringing from The Leadership Factor on behalf of ABC to find out how satisfied or dissatisfied you are as a customer. I understand you're based at and ABC wrote to you a few days ago asking if you would be prepared to take part in the survey. Is it convenient to run through a few questions with you on the telephone? It will take no more than 10 minutes.

(Agree call back time if necessary)

Section A: Satisfaction

First of all we would like to know how satisfied or dissatisfied you are with ABC by running through a list of factors and asking you to score each one to indicate your level of satisfaction where 10 would mean totally satisfied and 1 would mean totally dissatisfied.

PROBE SCORES 6 & BELOW
1. On time delivery
2. Product quality
3. Product training provided by ABC
4. Speed of response to enquiries/problems
5. Technical support provided from ABC Service Centres
6. Technical support provided by ABC on your premises
7. Field sales support
8.