A Study On Survey System About Large Customer CSI To CNC Dalian Branch

With fast development of telecom market, competition is becoming more and more fierce. Currently the competitive subject has been transferred from private subscribers to large customers. Major method is now service and business innovation competition compared to product and price competition before. Therefore, service is becoming a major measure for CNC Dalian to attract and retain large customers. A key factor for the company's future success is providing large customers with the high-quality and satisfying services.Te thesis focuses on the setting-up of the survey index system for large customers and the application to CNC Dalian. It analyzes the present problem on the basis of the survey process. It depicts the crucial documents such as CS theory, CSI and the interacting relationship between customer satisfaction and business performance.This thesis sets up the CSI survey system of large customers for CNC Dalian, describing the building principle, procedure, method and large customer questionnaire.By the above analysis, the thesis discusses implement methods in practice applying subjective and objective weight synthesis method such as expert evaluation, customer evaluation and entropy evaluation, fuzzy comprehensive evaluation method and quadrant chart analysis method. By statistic data calculation and analysis with the help of statistic software SPSS 11.0, we get the total and part satisfaction index about large customers for CNC Dalian and determine the key influence factor. Finally, the author puts forward the prospect of its practical application and the corresponding recommendations.