A.

1 List customer (2)

List Customer satisfaction 2022

FEEDBACK
NO CUSTOMER NAME EMAIL ADDRESS
(V)

1 SUN GLOBAL DMCC c.gonsalves@sunglobal.com

2 Ets King Boutique Ets King Boutique gettogo55@gmail.co

3 Vital Solutions Pte ltd goutam@asiapapermarkets.com

4 MILLION HARVEST INTERNATIONAL LIMITED TINAREN@MILLI-HARVEST.COM

5 DAN TRADING AND INVESTMENT CO LTD DAN@ADIYATGROUP.COM

6 Actan (Malaysia) Sdn. Berhad cllau@actan.com.my

7 Lian Wah Stationers & Papers Sdn Bhd lianwahimport@gmail.com

8 Sunshine Paper Sdn Bhd sunshnepaperenvelope@gmail.com

9 KK ENTERPRISE (MALAYSIA) SDN BHD lfng@kkma.com.my

10 Avery Dennison (Thailand) panida.panyawachirasakul@ap.averydennison.com

11 ALIA MOHAMED TRADING CO LLC murli@aliamohd.com

12 Polyplex Corporation Ltd rsaraf@polyplex.com

13 C.A.S. PAPER Co.,Ltd thanaporn@cas-group.com

14 KPP-Antalis (Malaysia) Sdn Bhd carolyn.chua@kppantalis.com

15 Papyrus Global susanna@paperline.am

16 Deus business group milica@deus-system.com

17 Xepap spol. s.r.o pieckova@xepap.sk

18 Esswell International stefan.monnich@esswell.se

19 Limpanich Paper Group co.,ltd. pasit@limpanich.co.th

20 MANIPULADOS CAÑADA, S.L. manipulados@gmail.com

21 Ekman Group AB petra.rydergard@ekmangroup.com

22 ALJEEL ALJADEED COMPANY aag@aag-ye.com

23 Converflex - Transformação e Comércio de Embalagens,heldervaz@converflex.pt

24 RAMTOOLA PAPERS LTD imports@rampapers.intnet.mu

25 PAPER SOLUTIONS (QLD) PTY LTD bharat.morris@gmail.com

26 Planet Unipessoal, Lda planet.unipessoal@gmail.com

Page 1
 A.1 List customer (2)

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Page 2
 HASIL SURVEY CUSTOMER SATISFACTION 2022
KEPUASAN (PS) KEPENTINGAN (PT)
NO CUSTOMER
ps_1 ps_2 ps_3 ps_4 ps_5 ps_6 ps_7 ps_8 avg JMH pt_1 pt_2 pt_3 pt_4 pt_5 pt_6 pt_7 pt_8 avg JMH
1 SUN GLOBAL DMCC 4 4 4 4 4 3 4 3 3.75 30 4 4 4 4 4 3 4 3 3.75 30
2 Ets King Boutique Ets King Boutique 5 5 5 5 5 5 5 5 5 40 5 5 5 5 5 5 5 5 5 40
3 Vital Solutions Pte ltd 4 4 4 4 4 3 4 4 3.875 31 4 4 4 4 4 5 4 4 4.125 33
4 MILLION HARVEST INTERNATIONAL LIMITED 2 1 1 2 1 2 2 2 1.625 13 2 1 1 1 1 2 2 2 1.5 12
5 DAN TRADING AND INVESTMENT CO LTD 4 4 4 4 4 4 4 4 4 32 4 4 4 4 4 4 4 4 4 32
6 Actan (Malaysia) Sdn. Berhad 5 4 4 4 4 3 4 3 3.875 31 5 4 4 4 4 3 4 3 3.875 31
7 Lian Wah Stationers & Papers Sdn Bhd 2 2 3 2 3 1 2 2 2.125 17 3 4 3 4 3 4 4 5 3.75 30
8 Sunshine Paper Sdn Bhd 4 3 3 4 4 3 4 4 3.625 29 4 3 3 4 4 3 4 4 3.625 29
9 KK ENTERPRISE (MALAYSIA) SDN BHD 2 3 3 4 4 1 3 1 2.625 21 5 5 5 5 5 5 5 5 5 40
10 Avery Dennison (Thailand) 4 4 5 4 4 4 4 4 4.125 33 4 5 5 5 4 4 4 4 4.375 35
11 ALIA MOHAMED TRADING CO LLC 5 4 4 5 3 4 4 4 4.125 33 5 4 4 5 5 4 4 4 4.375 35
12 Polyplex Corporation Ltd 4 4 4 4 5 4 4 4 4.125 33 4 4 4 4 4 4 4 5 4.125 33
13 C.A.S. PAPER Co.,Ltd 3 3 4 3 4 3 3 3 3.25 26 3 3 4 3 4 3 3 3 3.25 26
14 KPP-Antalis (Malaysia) Sdn Bhd 4 3 3 3 4 2 3 2 3 24 4 3 3 3 4 2 3 2 3 24
15 Papyrus Global 3 5 4 4 4 3 4 2 3.625 29 3 5 4 4 4 3 4 2 3.625 29
16 Deus business group 4 4 4 5 5 4 4 3 4.125 33 5 4 5 5 5 4 4 5 4.625 37
17 Xepap spol. s.r.o 5 5 5 5 5 5 5 5 5 40 5 5 5 5 5 5 5 5 5 40
18 Esswell International 4 4 3 4 4 3 4 3 3.625 29 4 4 3 4 4 3 4 3 3.625 29
19 Limpanich Paper Group co.,ltd. 4 4 4 3 5 3 4 3 3.75 30 5 5 5 5 5 5 5 5 5 40
20 MANIPULADOS CAÑADA, S.L. 4 3 4 4 4 1 4 4 3.5 28 4 4 4 4 4 4 4 4 4 32
21 Ekman Group AB 5 4 5 4 5 4 5 4 4.5 36 5 5 5 4 5 4 5 4 4.625 37
22 ALJEEL ALJADEED COMPANY 3 4 4 5 5 4 4 3 4 32 3 4 5 5 5 5 4 3 4.25 34
23 Converflex - Transformação e Comércio de Embal 4 5 4 4 4 3 4 3 3.875 31 4 5 5 5 5 5 5 4 4.75 38
24 RAMTOOLA PAPERS LTD 4 5 5 4 5 4 5 4 4.5 36 4 5 5 4 5 4 5 4 4.5 36
25 PAPER SOLUTIONS (QLD) PTY LTD 5 5 5 5 5 5 5 2 4.625 37 5 5 5 5 5 5 5 2 4.625 37
26 Planet Unipessoal, Lda 4 4 4 4 4 4 4 3 3.875 31 5 5 5 5 5 5 5 4 4.875 39
TOTAL 101 100 102 103 108 85 102 84 3.77404 785 108 109 109 110 112 103 109 98 4.125 858

KETERANGAN KETERANGAN
KEPUASAN KEPENTINGAN
5 SANGAT PUAS SEKALI 5 SANGAT PENTING SEKALI
4 SANGAT PUAS 4 SANGAT PENTING
3 PUAS 3 PENTING
2 KURANG PUAS 2 KURANG PENTING
1 TIDAK PUAS 1 TIDAK PENTING
NO CUSTOMER NAME

###
1 SUN GLOBAL DMCC

###
2 Ets King Boutique Ets King Boutique

###
3 Vital Solutions Pte ltd

###
4 MILLION HARVEST INTERNATIONAL LIMITED
5 DAN TRADING AND INVESTMENT CO LTD

###
6 Actan (Malaysia) Sdn. Berhad

###
7 Lian Wah Stationers & Papers Sdn Bhd

###
8 Sunshine Paper Sdn Bhd
###
9 KK ENTERPRISE (MALAYSIA) SDN BHD

10 Avery Dennison (Thailand)

11
### ALIA MOHAMED TRADING CO LLC

12
### Polyplex Corporation Ltd
13 C.A.S. PAPER Co.,Ltd

14
### KPP-Antalis (Malaysia) Sdn Bhd

15
### Papyrus Global
16
### Deus business group

17
### Xepap spol. s.r.o

18
### Esswell International

19
### Limpanich Paper Group co.,ltd.
20
### MANIPULADOS CAÑADA, S.L.

21
### Ekman Group AB

22 ALJEEL ALJADEED COMPANY

23 Converflex - Transformação e Comércio de Embalagens, Lda

24 RAMTOOLA PAPERS LTD

25 PAPER SOLUTIONS (QLD) PTY LTD

26 Planet Unipessoal, Lda

Total

Photocopy Paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Liner
Label
Stasionery

Photocopy paper
Puas
Tidak Puas
Sangat Puas
Sangat Puas sekali
kurang puas

Woodfree
Puas
Tidak Puas
Sangat Puas
Sangat Puas sekali
kurang puas

Carbonless
Puas
Tidak Puas
Sangat Puas
Sangat Puas sekali
kurang puas

Art paper
Puas
Tidak Puas
Sangat Puas
Sangat Puas sekali
kurang puas
Art board
Puas
Tidak Puas
Sangat Puas
Sangat Puas sekali
kurang puas
Cast Coat
Puas
Tidak Puas
Sangat Puas
Sangat Puas sekali
kurang puas
 Duplex/Ivory
Puas
Tidak Puas
Sangat Puas
Sangat Puas sekali
kurang puas
Briefcard
Puas
Tidak Puas
Sangat Puas
Sangat Puas sekali
kurang puas
Chipboard
Puas
Tidak Puas
Sangat Puas
Sangat Puas sekali
kurang puas

Liner
Puas
Tidak Puas
Sangat Puas
Sangat Puas sekali
kurang puas

Label
Puas
Tidak Puas
Sangat Puas
Sangat Puas sekali
kurang puas

Gabungan

Photocopy Paper
Woodfree Paper
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Liner
Label

Jumlah Total Kepuasan keseluruhan per product

Photocopy Paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Liner
Medium
Stasionery

Stasionery
Puas
Tidak Puas
Sangat Puas
Sangat Puas sekali
kurang puas
 Jenis Produk
KET 1
1 2 3
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper 1
Woodfree 1
Carbonless 1
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree 1
Carbonless 1
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree 1
Carbonless
Art Paper
Art Board
Cast Coat 1
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper 1
Woodfree 1
Carbonless 1
Art Paper
Art Board 1
Cast Coat
Duplex/Ivory 1
BriefCard
Chipboard
Stasionery
Liner 1
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree 1
Carbonless 1
Art Paper 1
Art Board 1
Cast Coat 1
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper 1
Woodfree 1
Carbonless 1
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery 1
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
Photocopy paper
Woodfree
Carbonless
Art Paper
Art Board
Cast Coat
Duplex/Ivory
BriefCard
Chipboard
Stasionery
Liner
Label
0 7 15
Total 0 7 11
0 1 2
0 3 3
0 2 3
0 0 1
0 0 2
0 1 1
0 0 1
 0 0 0
0 0 0
0 0 1
0 0 0
0 0 1

Photo Copy Paper

17.12%
3.60% 44,44%
49.55%
25.23%
4.50% 25.23% Pua

Tida
23.53%
4.20% San
52.94%
San
8.40%
10.92%
kura

19.33% 49.55%
4.20%
42.86%
23.53%
10.08% Carbonless Paper
10.08%
17.50%
0.00% 19.33%
62.50%
17.50% 4.20%
23.53%
2.50%

30.56%
42.86%
0.00%
54.17%
11.11%
4.17%

16.07%
1.79%
4.17% Art Boa
62.50%
14.29%
11.11%
5.36% 30.56%
 11.11%
30.56%

41.67%
0.00%
58.33%
0.00% 54.17%
0.00%

#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0! Duplex/Ivory
#DIV/0!

25.00%
0.00%
75.00%
0.00% 41.67%
0.00%
58.33%

43.75%
0.00%
56.25%
0.00%
0.00%

6.25%
0.00%
43.75%
43.75%
6.25%

Gabungan
Sangat Sangat Puas
kurang puas Puas (4) sekali (5)
Tidak Puas (1) Puas (3)
(2)

3.60% 4.50% 17.12% 49.55% 8.40%

4.20% 10.92% 23.53% 52.94% 8.40%
4.20% 10.08% 19.33% 42.86% 23.53%
0.00% 2.50% 17.50% 62.50% 17.50%
0.00% 4.17% 30.56% 54.17% 11.11%
1.79% 5.36% 16.07% 62.50% 14.29%
0.00% 0.00% 41.67% 58.33% 0.00%
#DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!
0.00% 0.00% 25.00% 75.00% 0.00%
 0.00% 0.00% 43.75% 56.25% 0.00%
0.00% 6.25% 6.25% 43.75% 43.75%

seluruhan per product

111
119 Kepuasan Pelanggan Kesel
119 80.00%
40
70.00%
72

Presentase Kepuasan Pelanggan

56 60.00%
24
50.00%
0
8 40.00%
16 30.00%
16
15 20.00%

10.00%

0.00%
26.67%
er er es
s er rd at ry rd
0.00% P ap P ap nl P ap oa t Co Ivo fCa o
y ee r b o
r t r t B
as ex /
r ie ipb
53.33% co
p fr Ca A A C pl B Ch
to ood Du
20.00% Ph
o
W
0.00%
Nama Produk
 KEPUAS

1 2 3 4
4 5 1 2 3 4 5 1 2 3 4 5 1 2 3
1 1 1
1 1 1

1 1 1

1 1 1

1 1 1

1 1 1
1 1 1
1 1 1

1 1 1
1 1 1
1 1 1

1 1 1
1 1 1
1 1 1
1 1 1
1 1 1
1 1 1

1 1 1

1 1 1
1 1 1

1 1 1
1 1 1

1 1 1

1 1

1 1

1 1 1

1 1 1
1 1 1
1 1 1
1 1 1
1 1 1
1 1 1

1 1 1
1 1 1
1 1 1

1 1 1

1 1 1

1 1 1

1 1 1 1

1 1
1 1
1 1
1 1
1 1
1 1 1

1 1 1

1 1 1

1 1 1
1 1 1

1 1 1
1 1 1

1 1 1 1
1 1 1 1
1 1 1

1 1 1

1 1 1

1 1
1 1
1 1

1 1

1 1
1 1
1 1

1 1
1 1 1
1 1 1
1 1 1
1 1 1
1 1 1
1 1 1

1 1 1

1 1 1
1 1 1
1 1 1

1 1 1

40 12 3 2 14 35 20 3 0 12 42 13 0 5 9
19 7 3 2 12 21 6 3 0 8 31 2 0 5 7
7 4 1 0 2 7 4 1 0 1 7 4 0 1 1
8 1 1 1 3 7 3 1 0 4 8 1 0 2 1
6 4 1 1 3 5 5 1 0 2 8 3 0 2 1
3 1 0 0 0 3 2 0 0 1 3 1 0 0 0
6 1 0 0 2 5 2 0 0 2 6 1 0 0 3
5 0 0 0 1 4 2 0 0 1 4 2 0 0 1
2 0 0 0 2 1 0 0 0 1 2 0 0 0 1
 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
1 0 0 0 0 1 0 0 0 0 1 0 0 0 0
1 0 0 0 1 1 0 0 0 0 2 0 0 0 1
1 1 0 0 0 1 1 0 0 0 1 1 0 0 0
1 0 0 0 0 1 1 0 0 0 1 0 0 0 0

o Copy Paper Woodfree Paper

4,44%
10.92%

23.53% Pua
Puas 8.40%
Tida
Tidak Puas
San
Sangat Puas 4.20%
San
Sangat Puas sekali
kur
kurang puas

52.94%

rbonless Paper Art Paper

2.50%

Puas 17.50%
19.33% 17.50%
Tidak Puas
4.20% Sangat Puas
Sangat Puas sekali
kurang puas

2.86% 62.50%

7% Art Board Cast Coat

5.36%

30.56% 14.29%
Puas
Tidak Puas 16.07%
Sangat Puas
Sangat Puas sekali
kurang puas
 Cast Coat
5.36%

30.56% 14.29%
Puas
Tidak Puas 16.07%
Sangat Puas
Sangat Puas sekali
kurang puas

62.50%

Duplex/Ivory Briefcard

Puas Puas
Tidak Puas Tidak
Sangat Puas Sanga
41.67% Sanga
Sangat Puas sekali
kurang puas kuran

Liner C

Puas
Tidak Puas
43.75% Sangat Puas
Sangat Puas sekali
kurang puas

75.00%

Label
6.25%

6.25%

43.75% 43.75%
 6.25%

6.25%

43.75% 43.75%

n Pelanggan Keseluruhan

Tidak Puas
Kurang Puas
Puas
Sangat Puas
Sangat Puas Sekali

d t ry rd rd er l
ar oa be
Bo ts C /Ivo fCa boa Lin La
ex ie ip
Ca pl Br Ch
Du

Nama Produk
 KEPUASAN

4 5 6 7
4 5 1 2 3 4 5 1 2 3 4 5 1 2 3
1 1 1
1 1 1

1 1 1

1 1 1

1 1 1

1 1 1
1 1 1
1 1 1

1 1 1
1 1 1
1 1 1

1 1 1
1 1 1
1 1 1
1 1 1
1 1 1
1 1 1

1 1 1

1 1 1
1 1 1

1 1 1
1 1 1

1 1 1

1 1 1 1

1 1 1 1

1 1 1

1 1 1
1 1 1
1 1 1
1 1 1
1 1 1
1 1 1

1 1 1
1 1 1
1 1 1

1 1 1

1 1 1

1 1 1

1 1 1

1 1 1
1 1 1
1 1 1
1 1 1
1 1 1
 1 1 1

1 1 1

1 1 1

1 1 1
1 1 1

1 1 1
1 1 1

1 1
1 1
1 1 1

1 1 1

1 1 1

1 1 1
1 1 1
1 1 1

1 1 1

1 1 1
1 1 1
1 1 1

1 1 1
 1 1 1
1 1 1
1 1 1
1 1 1
1 1 1
1 1 1

1 1 1

1 1 1
1 1 1
1 1 1

1 1 1

46 14 3 0 7 44 20 6 4 37 22 5 0 5 9
27 5 3 0 7 32 2 4 4 27 8 1 0 5 9
9 3 1 0 1 7 5 1 1 5 5 2 0 1 1
10 2 1 0 2 10 2 2 1 7 5 0 0 2 2
7 5 1 0 2 7 5 2 1 6 4 2 0 2 1
4 1 0 0 1 3 1 0 0 2 3 0 0 0 0
5 1 0 0 1 6 2 0 1 6 2 0 0 0 2
6 0 0 0 0 4 3 1 0 3 3 0 0 0 1
2 0 0 0 0 3 0 0 0 3 0 0 0 0 1
 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
1 0 0 0 0 1 0 0 0 1 0 0 0 0 0
1 0 0 0 0 2 0 0 0 2 0 0 0 0 1
1 1 0 0 0 1 1 0 0 1 0 1 0 0 0
1 1 0 0 0 1 1 0 0 1 1 0 0 0 0

free Paper

23.53% Puas

Tidak Puas

Sangat Puas
4.20%
Sangat Puas sekali

kurang puas

t Paper

0% Puas
Tidak Puas
Sangat Puas
Sangat Puas sekali
kurang puas

ast Coat

Puas
7%
Tidak Puas
Sangat Puas
Sangat Puas sekali
ast Coat

Puas
7%
Tidak Puas
Sangat Puas
Sangat Puas sekali
kurang puas

ard

Puas
Tidak Puas
Sangat Puas
Sangat Puas sekali
kurang puas

Chipboard

Puas
25.00% Tidak Puas
Sangat Puas
Sangat Puas sekali
kurang puas

75.00%

Label
6.25%

6.25% Puas
Tidak Puas
Sangat Puas
Sangat Puas sekali
% 43.75% kurang puas
 6.25%

6.25% Puas
Tidak Puas
Sangat Puas
Sangat Puas sekali
% 43.75% kurang puas
7 8
4 5 1 2 3 4 5
1 1
1 1

1 1

1 1

1 1

1 1
1 1
1 1

1 1
1 1
1 1

1 1
1 1
1
1
1
1 1

1 1

1
1

1 1
 1 1

1 1

1 1

1 1
1 1
1 1
1 1
1 1
1 1

1
1
1

1 1
1 1
1 1
1 1
1 1
1 1

1 1

1 1

1 1
1 1

1 1
1 1

1 1
1 1
 1 1

1 1

1 1

1 1
1 1
1 1

1 1

1 1
1 1
1 1

1 1
 1 1
1 1
1 1
1 1
1 1
1 1

1 1

1 1
1 1
1 1

1 1

48 12 0 15 28 28 3 0
29 1
8 4 0 1 6 5 2 0
10 1 0 4 6 5 0 0
9 3 0 4 5 5 1 0
4 1 0 1 2 2 0 0
6 1 0 2 4 3 0 0
5 1 0 2 1 4 0 0
2 0 0 0 1 2 0 0
0 0 0 0 0 0 0 0
1 0 0 0 1 0 0 0
1 0 0 0 1 1 0 0
1 1 0 1 0 1 0 0
2 0 0 0 2 0 0 0
 KEPUASAN
Jenis Produk
KET 1 2 3 4 5 6 7 8 9
1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2

SUN GLOBAL DMCC 1 1 1 1 1 1 1 1

Ets King Boutique Ets King Boutique 1 1 1 1 1 1 1
Vital Solutions Pte ltd 1 1 1 1 1 1 1 1
MILLION HARVEST INTERNATIONAL LIMITED 1 1 1 1 1 1 1 1
DAN TRADING AND INVESTMENT CO LTD 1 1 1 1 1 1 1 1
Actan (Malaysia) Sdn. Berhad 1 1 1 1 1 1 1 1
Lian Wah Stationers & Papers Sdn Bhd 1 1 1 1 1 1 1 1
Sunshine Paper Sdn Bhd 1 1 1 1 1 1 1 1
KK ENTERPRISE (MALAYSIA) SDN BHD 1 1 1 1 1 1 1 1
Avery Dennison (Thailand) 1 1 1 1 1 1 1 1
ALIA MOHAMED TRADING CO LLC 1 1 1 1 1 1 1 1
Polyplex Corporation Ltd 1 1 1 1 1 1 1 1
C.A.S. PAPER Co.,Ltd 1 1 1 1 1 1 1 1
KPP-Antalis (Malaysia) Sdn Bhd 1 1 1 1 1 1 1 1
Papyrus Global 1 1 1 1 1 1 1 1
Deus business group 1 1 1 1 1 1 1 1
Xepap spol. s.r.o 1 1 1 1 1 1 1 1
Esswell International 1 1 1 1 1 1 1 1
Limpanich Paper Group co.,ltd. 1 1 1 1 1 1 1 1
MANIPULADOS CAÑADA, S.L. 1 1 1 1 1 1 1 1
Ekman Group AB 1 1 1 1 1 1 1 1
ALJEEL ALJADEED COMPANY 1 1 1 1 1 1 1 1
Converflex - Transformação e Comércio de Embalagens, Lda 1 1 1 1 1 1 1
RAMTOOLA PAPERS LTD 1 1 1 1 1 1 1 1
PAPER SOLUTIONS (QLD) PTY LTD 1 1 1 1 1 1 1 1
Planet Unipessoal, Lda 1 1 1 1 1 1 1 1
0 3 3 14 6 1 1 5 13 6 1 0 5 13 6 0 2 3 15 5 1 0 2 14 9 3 2 9 9 3 0 2 3 16 5 0 6 9 9 2 0 0

9 1 2 3
3 4 5 1 2 3 4 5 1 2 3 4 5 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
0 0 0 0 0 1 4 11 10 1 0 3 11 11
4 5
2 3 4 5 1 2 3 4 5 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 0 4 9 12 1 0 2 12 11
KEPENTINGAN
6 7
2 3 4 5 1 2 3 4 5 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 0 1 11 13 0 2 6 9 9 0
8 9
2 3 4 5 1 2 3 4 5 1 2 3 4 5
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 2 13 10 0 4 5 9 8 0 0 0 0 0
 1. CUSTOMER SATISFACTION Periode 2022
Response Time to Your Query

60
50
40 Total
30 27 Persentase
21 19
20 12 (%)
10 6 6 8
- - 2 14 11 10
0 0 0 3 1 3 4 6
Tidak Puas Tidak Penting Kurang Puas Kurang Penting Puas Penting Sangat Puas Sangat Penting Sangat Puas Sekali Sangat Penting
Sekali

Hasil Survey Customer :

-Baik
-Respon / Feedback cepat dlm waktu -+ 1 Jam
 2. CUSTOMER SATISFACTION Periode 2022
Documentation and Legal

30
25
25 21 21
20
15 12 Total
10
10 6 Persentase (%)
13
5 11
6
11
5 3
0 1 1 1 0
Tidak Puas Tidak Penting Kurang Puas Kurang Penting Puas Penting Sangat Puas Sangat Penting Sangat Puas Sekali Sangat Penting
Sekali

Hasil Survey Customer :

- Cukup puas
- Sangat baik dan komunikatif
TISFACTION Periode 2022
entation and Legal

25
21 21

12 Total
10
6 Persentase (%)
13 11 11
5 6
3
Puas Penting Sangat Puas Sangat Penting Sangat Puas Sekali Sangat Penting
Sekali
 3. CUSTOMER SATISFACTION Periode 2022
Delivery Product

30 25
24

20 18
Total
12
10 Persentase
10 8
(%)
13 12
2 2 9
- - 5 4 6
0 1 1 0 0
Tidak Puas Tidak Pent- Kurang Puas Kurang Pent- Puas Penting Sangat Puas Sangat Pent- Sangat Puas Sangat Pent-
ing ing ing Sekali ing Sekali

Hasil Survey Customer :

- Cukup Baik
- 90 % sudah tepat waktu
- Harus Lebih ditingkatkan utk On time delivery
- Lebih ditingkatkan lagi sesuai Kebutuhan customer
 4. CUSTOMER SATISFACTION Periode 2022
Product Consistency

35 29
30
24
25 22
20 Total
15 10
10 Persentase
6 15
4 4 12 11 (%)
5 -
2
- 5
0 0 1 2 0 3 2
Tidak Puas Tidak Pent- Kurang Kurang Puas Penting Sangat Puas Sangat Pent- Sangat Puas Sangat Pent-
ing Puas Penting ing Sekali ing Sekali

Hasil Survey Customer :

-Quality Produk sudah baik, namun ada beberapa customer yang masih kurang puas dengan Quality Produk
dikarenakan ada beberapa Produk yang mengalami defect Quality
- Harus lebih ditingkatkan lagi kualitas Produk
 5. CUSTOMER SATISFACTION Periode 2022
Packaging Product

30 27
25
21
Total 20 17

Persentase 10 4 14
(%) 2 2 2 11 13
- - 9
0 1 1 0 0 2 1
Tidak Puas Tidak Kurang Kurang Puas Penting Sangat Sangat Sangat Sangat
Penting Puas Penting Puas Penting Puas Penting
Sekali Sekali

Hasil Survey Customer :

- Masih ada bungkusan yang kurang rapih
- Kemasan sudah cukup rapih sesuai kebutuhan customer
 Total

Persentase
(%)

6. CUSTOMER SATISFACTION Periode 2022

Processing Time for Claim/Complaint Handling

20 17 17 17 17

15 12
10
6 6
5 4 4
9 9 9 9
6
3 - 2 2 3
0 0
Tidak Puas Tidak Penting Kurang Puas Kurang Penting Puas Penting Sangat Puas Sangat Penting Sangat Puas Sangat Penting
Sekali Sekali

Hasil Survey Customer :

- Harus lebih cepat lagi menanggapi penanganan keluhan
ATISFACTION Periode 2022
or Claim/Complaint Handling

17 17 17 17

12

6
9 9 9 9
6
3

Puas Penting Sangat Puas Sangat Penting Sangat Puas Sangat Penting
Sekali Sekali
 Total
7. CUSTOMER SATISFACTION Periode 2022
Persentase (%) Our Overall Pricing of Product

40
31
30 25
19
20
10
10 4 6 4 16 13
- - 2 10
3 5
0 0 0 2 1 2
Tidak Puas Tidak Penting Kurang Puas Kurang Penting Puas Penting Sangat Puas Sangat Penting Sangat Puas Sangat Penting
Sekali Sekali

Hasil Survey Customer :

- Tingkat Kepuasan secara keseluruhan cukup puas
 SATISFACTION Periode 2022
erall Pricing of Product

31
25
19

10
6 4 16 13 10
3 2 5
Puas Penting Sangat Puas Sangat Penting Sangat Puas Sangat Penting
Sekali Sekali
 8. CUSTOMER SATISFACTION Periode 2022
Overall Satisfaction Rating

30
25
25 21 21
20
15 12 Total
10
10 6 Persentase (%)
13
5 11
6
11
5 3
0 1 1 1 0
Tidak Puas Tidak Penting Kurang Puas Kurang Penting Puas Penting Sangat Puas Sangat Penting Sangat Puas Sekali Sangat Penting
Sekali

Hasil Survey Customer :

- Cukup puas
- Sangat baik dan komunikatif
TISFACTION Periode 2022
Satisfaction Rating

25
21 21

12 Total
10
6 Persentase (%)
13 11 11
5 6
3
Puas Penting Sangat Puas Sangat Penting Sangat Puas Sekali Sangat Penting
Sekali
R Ps_1 ps_2 ps_3 ps_4 ps_5 ps_6 ps_7 ps8 SUM
1 4 4 4 4 4 3 4 3 30
2 5 5 5 5 5 5 5 5 40
3 4 4 4 4 4 3 4 4 31
4 2 3 3 3 3 3 3 3 23
5 4 4 4 4 4 4 4 4 32
6 5 4 4 4 4 3 4 3 31
7 3 3 3 3 3 3 3 2 23
8 4 3 3 4 4 3 4 4 29
9 2 3 3 4 4 1 3 1 21
10 4 4 5 4 4 4 4 4 33
11 5 4 4 5 3 4 4 4 33
12 4 4 4 4 5 4 4 4 33
13 3 3 4 3 4 3 3 3 26
14 4 3 3 3 4 3 3 2 25
15 3 5 4 4 4 3 4 2 29
16 4 4 4 5 5 4 4 3 33
17 5 5 5 5 5 5 5 5 40
18 4 4 3 4 4 3 4 3 29
19 4 4 4 3 5 3 4 3 30
20 4 3 4 4 4 3 4 4 30
21 5 4 5 4 5 4 5 4 36
22 3 4 4 5 5 4 4 3 32
23 4 5 4 4 4 3 4 3 31
24 4 5 5 4 5 4 5 4 36
25 5 5 5 5 5 5 5 4 39
26 4 4 4 4 4 4 4 3 31
M 3.73 3.73 3.80 4.04 4.23 3.50 4.00 3.35 30.06

CUSTOMER SATISFACTION MAP

NO Ps (x) Pt (y) GAP (y-x) KUADRAN
1 3.73 3.95 0.22 3
2 3.73 4.00 0.27 3
3 3.80 4.08 0.28 2
4 4.04 4.15 0.12 2
5 4.23 4.23 0.00 2
6 3.50 3.88 0.38 3
7 4.00 4.12 0.12 2
8 3.35 3.77 0.42 3
M 3.80 4.02 0.23
Kepentingan

KETERANGAN PT PS
1. HIGH LEVERAGE + +
2. PRIORITY TO IMPROVE + -
3. IGNORE - -
4. RESOURCE ALLOCATION - +
TOTAL

Kepent
 pt_1 pt_2 pt_3 pt_4 pt_5 pt_6 pt_7 pt8 SUM
3 3 3 3 3 3 3 3 24
3 3 3 3 3 3 3 3 24
3 3 3 3 3 3 4 4 26
3 3 3 3 3 3 3 3 24
4 4 4 4 4 4 4 4 32
5 4 4 4 4 3 4 3 31
3 4 3 4 3 4 4 3 28
4 3 3 4 4 3 4 4 29
4 4 4 5 5 5 5 5 37
4 3 5 5 4 4 4 4 33
5 4 4 5 5 4 4 4 35
4 4 4 4 4 4 4 5 33
3 3 4 3 4 3 3 3 26
4 3 3 3 4 3 3 3 26
3 5 4 4 4 3 4 2 29
5 4 5 5 5 4 4 5 37
5 5 5 5 5 5 5 5 40
4 4 3 4 4 3 4 3 29
5 5 5 5 5 5 5 5 40
4 4 4 4 4 4 4 4 32
5 5 5 4 5 4 5 4 37
3 4 5 5 5 5 4 3 34
4 5 5 5 5 5 5 4 38
4 5 5 4 5 4 5 4 36
5 5 5 5 5 5 5 4 5
5 5 5 5 5 5 5 4 39
3.95 4.00 4.08 4.15 4.23 3.88 4.12 3.77 30.17

CS Map
Kepentingan

Kepuasan
Kepent

Kepuasan
0
 10. CUSTOMER SATISFACTION Periode 2021
Harapan & Saran Anda untuk Perbaikan di Masa Mendatang

Hasil Survey Customer :

PINDODELI bisa mempertahankan kualitas produk dengan baik dan cepat merespon jika dari
kompetitor ada perubahan harga dan spesifikasi produk, supaya produk PINDODELI tetap jadi
market lider.
Profesionalitas SDM harus lebih ditingkatkan lagi terutama dalam menangani hal-hal internal
seperti menangani persetujuan dokumen. Pengiriman material juga lebih diperhatikan agar tepat
waktu ke end user.
Untuk terus ditingkatkan dan dipertahankan mutu dan kualitas serta harga, karena dipasaran
produk Pindo Deli akan bersaing dengan produk kompetitor yang juga terus bekembang.
Supaya minimum harga bisa disamakan dengan kompetitor untuk meningkatkan penjualan dan
mengembalikan market share yang terus menerus turun.
Brand identity dan marketing untuk lebih ditingkatkan.
kadang kertas terdapat kekurangan, mohon di kirim jumlah sesuai dengan yang tertera,
diharapkan harga stabil dan jangan mengalami kenaikan dalam waktu singkat.
Utk di tingkatkan pelayanan delivery dan payment bisa di tambah
 Persentase Kepuasan Pelanggan Berdasarkan kategori kepua
No Parameter Penilaian
Tidak Puas Kurang Puas Puas
1 Respon time 0.0 5.8 5.8
2 Dokumentasi dan Legal 1.9 1.9 9.6
3 Delivery/Pengiriman 2.0 0.0 9.8
4 Product Consistency 0.0 3.9 5.9
5 Packaging 1.9 0.0 3.8
6 Time for handling complaint 5.8 3.8 17.3
7 overall pricing 0.0 3.8 5.8
8 kepuasan keseluruhan 1.9 1.9 9.6

Average
Tidak Puas 1.69
Kurang Puas
Puas
2.65
8.45
Penilaian K
Sangat Puas 25.85 35.0

Persentase Kepuasan (%)

30.0
Sangat Puas Sekali 11.11
25.0
20.0
15.0
10.0
5.0
0.0
e l
tim ga
n Le
po an
s id /P
Re ta
s
ry
en liv e
m
ku De
Do

Penilaian Kepuasan Pelanggan Secara Keseluruhan

Persentase Kepuasan Pelanggan (%)

30.00
25.85
25.00

20.00

15.00
11.11
10.00 8.45

5.00 2.65
1.69
0.00
Tidak Puas Kurang Puas Puas Sangat Puas Sangat Puas
Sekali
Kategori Kepuasan Pelanggan
an Berdasarkan kategori kepuasan (%)
Sangat Puas Sangat Puas Sekali
26.9 11.5
25.0 11.5
25.5 11.8
29.4 9.8
26.9 17.3
17.3 5.8
30.8 9.6
25.0 11.5

Penilaian Kepuasan Pelanggan Per Kategori Penilaian

35.0
30.0
25.0
20.0 Tidak Puas
15.0
10.0 Kurang Puas
5.0
0.0 Puas
e l an y g t ng n
tim Le
ga im tenc
agin lain ici uha Sangat Puas
n n ir is ac
k m
p pr lu
r
spo da eng ons P co all se
Re si /P tC in
g er ke Sangat Puas Sekali
nta ry uc dl ov n
e live
od an asa
kum De Pr rh pu
Do fo ke
e
Tim Pelanggan
Parameter Penilaian Kepuasan
an

Tidak Puas

Kurang Puas

Puas

Sangat Puas

Sangat Puas Sekali