石家庄移动公司客户满意度研究

发布时间：2018-03-18 20:05

本文选题：客户满意度　切入点：量化　出处：《河北经贸大学》2017年硕士论文　论文类型：学位论文

【摘要】：客户满意度是客户通过对一种产品可感知的效果与其期望值相比较后得出的指数。客户满意度指数是企业制定政策和经营决策的基本依据。通过连续的定量研究,获得消费者对指定服务的满意度,找出内、外部客户的核心问题,发现最快捷、有效的途径,实现价值最大化。中国移动长期坚持“客户为根,服务为本”的客户服务理念,在竞争日趋激烈的环境下,中国移动以服务领先作为持续发展的战略方针,积极引入“客户满意度”的服务调查概念,作为服务衡量依据,将客户服务效果进行量化评定。本文整体思路为通过电话外呼问卷调研的方法调查石家庄移动客户满意度,包括网络、业务、服务三大商业过程满意度,同时对流量客户和集团客户两个重要群体制定了专项调研模板,以便制定更有针对性的满意度提升策略,跟进提升效果。本文除了对石家庄移动公司客户满意度情况的持续调研,还调研了其他地市和竞争对手的满意度现状,进行对比分析,取长补短。最终形成完善的发现问题、分析问题、解决问题、跟进效果的闭环客户服务管理体系。
[Abstract]:Customer satisfaction is the index obtained by comparing the perceived effect of a product with its expected value. Customer satisfaction index is the basic basis for enterprises to make policies and business decisions. To obtain the satisfaction of consumers to the designated service, to find out the core problems of internal and external customers, to find the quickest and most effective way to maximize the value. China Mobile has long adhered to the customer service concept of "customer root, service oriented". In the increasingly competitive environment, China Mobile takes the service leading as the strategic policy of sustainable development, and actively introduces the concept of "customer satisfaction" service survey as the basis for service measurement. The overall idea of this paper is to investigate the satisfaction of mobile customers in Shijiazhuang, including network, business and service, by means of questionnaire survey. At the same time, a special research template was developed for two important groups of traffic customers and group customers in order to formulate more targeted satisfaction promotion strategies. In addition to the continuous investigation on the customer satisfaction of Shijiazhuang Mobile Company, this paper also investigated the current situation of satisfaction of other cities and competitors, compared and analyzed each other to make up for each other's shortcomings. Finally, a perfect problem was found. Close-loop customer service management system for problem analysis, problem solving and follow-up.
【学位授予单位】：河北经贸大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F626;F274

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