Inner Mongolia Branch Of China Telecom Customer Satisfaction Research

With China telecom market develops, increasingly fierce competition, the telecom market competition has now from merely technical competition and price competition into service, price and business innovation such as integrated competition. Which service quality and customer satisfaction degree of discretion of important factor into their competition.This paper from the customer service satisfaction on the importance of telecommunication enterprise operation, introduces the related theory, customer satisfaction for service connotation and characteristics, the modern enterprise service concept and customer satisfaction, connotation, telecom customers' demisability value and its application in to enhance customer satisfaction were discussed, and discusses the service quality and customer satisfaction relationship.This paper applied customer satisfaction survey method and combining the basic characteristics of the telecommunications industry customer satisfaction index system was designed, establishes the customer satisfaction index evaluation model, clear each index content and meaning. This paper takes the Chinese telecom Inner Mongolia branch, for example, introduces emphatically the customer satisfaction investigation results of China telecom, Inner Mongolia branch customer satisfaction and the analysis of existing problems.Finally, to how well customer satisfaction working the corresponding conclusion and revelation, including completes the service aim that reasonable control customer expectations, and dealing with customer complaints, timely developing new business, paying attention to the old customer requirements, etc. Hope this paper studies on the Inner Mongolia branch of China telecom can ascend, improve customer service and satisfaction has a certain significance.