Study On CS Management In Property Maintenance Service

CS (the abbreviation of Customer Satisfaction management) is a very popular new management mode in western countries now, which has been adopted by many companies. Customer Satisfaction Management is the direction to a company, which aims to provide satisfying product, first-class service and builds a set of system accordingly as well. This management method is thought as a means to promote self-image of a company to survive market competition.Customer satisfaction, as the core of CS management theory, applied more on sales and manufacturing industry. for the new industry, Property Management, the application of CS management theory is seldom adopted. According to the problems of customer satisfaction in the process of management, this paper studies the basic theory of CS , application method and procedure, and implement step of the system. the basic theory contains basic management mode of property management, customer service need type and content, and general a(?)e of CS management.This article studies the key technology in the customer satisfaction management on facet of maintaining service in property management enterprises. This paper studies Customer Satisfaction Index design and Customer Satisfaction Test method, Focus on the method and procedure of CSI design, the method of question paper design, testing and optimizing. Design and research on service CSI by the method of Enkawa.Finally, with the background of "CS management" of Property Management Company of Oil Management Bureau of Xinjiang, an above-mentioned study result is validated, which proved to be successful.