Yb Unicom's Mobile Customer Satisfaction Surveys And Countermeasures

With our nation joining into WTO, the telecommunication market begins to open gradually and the competition is more and more fierce. Centralized on it's economic profit, acted obey the market law and attracted customer became the fundamental principle of telecommunication company. As the key component of a company's core competition ability, the problem of how to advance customer's satisfaction and loyalty degree, enlarge income scale and benefit has been attached much importance than ever before.According to the basic current status and developing trend of Chinese mobile communication industry, this treatise analyzed the importance and necessity of research of customer's satisfaction in communication corporation; this treatise also discussed about the relationship between satisfaction and loyalty, service quality. This treatise has also specified and concluded the method of testing and assessing customer's satisfaction,investigation model(ACSI),specific steps of how to put into practice,data analyze method and so on.This treatise has also implied the above mentioned theory into practice to investigate the current service state of China united telecommunication corporation YB branch, by investigate the customers'satisfaction of the key services which influence subscribers much, we obtained the factors which influence customer's satisfaction, concluded some measures to promote service quality. This paper has also researched clerk's satisfaction and contracted-out service quality which is also deeply related with mobile customer service quality. This paper has analyzed the customer satisfaction of YB company from various aspect, and addressed some measurements for improvement.