Questionnaire

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2.Maintenance
Company Name 1.General Manager
supervisor
Title who
answered
Name who answered 3.Site Manager 4.Operator

5.Others

Machine Serial No. Date / /

Machine HR

Demolition Industrial disposal Material Handling Landscaping Forestry Crushed stone

Job
application
Dredging/
Gravel mining Dump loading Earthwork construction Tunnel Other
Ditch cleaning

Comparison Competitor ・Sumitomo *If you choose Sumitomo, Please fill in below
Model name

*If you choose Competitor, Please choose below.

1.Kobelco 2.Komatsu 3.Caterpillar 4.Hitachi 5.Others（
）

Model name

Items Excellent Better Same Slightly inferior Inferior

Stability 5 4 3 2 1
operability
Driving

Operability 5 4 3 2 1
Mode SP mode・H mode・A mode
operability
Operation

Speed (traction , swing , attachment) 5 4 3 2 1

Excavability 5 4 3 2 1
Outside visibility 5 4 3 2 1
Monitor visibility 5 4 3 2 1
comfortability

Riding comfort 5 4 3 2 1
Noise inside of cab 5 4 3 2 1
Noise outside of cab 5 4 3 2 1
Exterior 5 4 3 2 1
Design

Interior 5 4 3 2 1
Machine price 5 4 3 2 1
Price

Parts price 5 4 3 2 1
Durability 5 4 3 2 1
Other

Easy for maintenance 5 4 3 2 1

Please provide any other opinions if any.

 Questionnaire
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Q1 In following questions, which Brand do you compare listed below? Please choose one from following Brands.
1.No 6.Others（
2.Kobelco 3.Komatsu 4.Caterpillar 5.Hitachi
comparison ）

Q2 Which Brand is the best for service activities? Please choose one from following Brands
6.Others（
1.Sumitomo 2.Kobelco 3.Komatsu 4.Caterpillar 5.Hitachi
）

Please grade Sumitomo's position compare to

Excellent Better Same Slightly inferior Inferior
the Brand you chose in Q1.
1 Frequency of periodic maintenance. 5 4 3 2 1
Advice / suggestion for machine performance and management
2 from distributor.
5 4 3 2 1
3 Frequency of machine failure. 5 4 3 2 1
4 How quickly Distributor reacted to the field after your request? 5 4 3 2 1
5 How about any advice / suggestions when you request to repair? 5 4 3 2 1
6 How about service revenue fee? 5 4 3 2 1
7 How about mechanic skill level? 5 4 3 2 1
8 How about mechanic safety working behavior at jobsite? 5 4 3 2 1
9 Do you satisfy repair time? ( machine breakdown time ) 5 4 3 2 1
10 Do Distributor explain of repairment and failure causes in detail? 5 4 3 2 1
11 Do you satisfy with parts availability stock at Distributor? 5 4 3 2 1
12 How about spare parts price? 5 4 3 2 1
13 How about spare parts quality or durability? 5 4 3 2 1
14 Frequency of customer visit after warranty period. 5 4 3 2 1
15 Your overall evaluation of Distributor's service activity. 5 4 3 2 1

Q3 Among the Q2 (1)-(15)items, please choose top 3 priority concerns.

first second third
Priority

Q4 In regard to the periodic inspection or maintenance.

(1) Who is servicing your machine currently? Please choose one.

A．Sumitomo Distributor B．Your own Company C．Other Brands' D．Others

（ ） （ ）

(2) In Q4 (1), if your answer is not Sumitomo Distributor, please answer the following questions
What are the reasons you did not choose Sumitomo Distributor? Please choose maximum 2 items from below list.
A．We have our own mechanics B．We have associated services C．Sumitomo Distributor is too far / poor

D．Sumitomo's service is expensive E．Not satisfied with Sumitomo service F．Others（ ）

Q5 What are the factors in choosing your hydraulic excavator? (You can choose more than 1 choice)
A．Reputation of the Brand B．Machine country of origin C．Machine quality D．Branch & service coverage

E．Price and promotion F．Spare parts price & availability G．Terms of payment H．Others（
）

Q6 For our study, please prioritize of your interest for our future service scheme.
A. Machine maintenance B. Extended warranty C. Preventive D. Productivity
cost package maintenance improvement

Q7 Have you purchaed Sumitomo Genuine/Service genuine parts for the past 1 year?
B. Some of the
A. Purchased parts were C. Preventive
purchased parts were
all Sumitomo maintenance
Sumitomo
Q8 What is the reason above? (Select one or more)

A．Parts price B．Availability C．Good relationship with Distributor D．Labor cost F．Quality
G．Others（ ）