Research On After-sales Satisfaction’s Enhancement Of BMCC’s Enterprise Customers

In recent years, with internal and external changes in the field of government policy, supervising environment, business conditions, competition partners and the enterprises themselves, the major operators not only get more development opportunities, but also face severe challenges. The contesting point of market quickly transferred from the personals to the enterprise customers market, and then the enterprise customer satisfaction becomes the core of operators’attention and competition, especially the enterprise customer’s after-sales support and maintenance business is being more and more important in the field of servicing.Different from the much matured individual customer satisfaction survey, enterprise customer satisfaction survey is a new field. How to effectively survey the enterprise customer service perception and satisfaction? How to find the problems and improvements during after-sales service processing? How to develop effective programs to give the improvement and upgrading? Those are becoming important research topics concern to many people.On the basis of existing satisfaction research, this thesis analyzes the own characteristics of Beijing’s enterprise customers, targeted improve and optimize the original satisfaction survey in accordance with the requirements of these characteristics, and proposed the "Three-Discriminate" of the enterprise customers after-sales satisfaction survey of BMCC, also develop a reasonable working improvement and satisfaction improvement program on the basis of actual survey results.Main contents of this thesis include:Brief introduction of China’s telecommunications industry’s status, clarify the important practical significance of Enterprise Customer Satisfaction’s research.Described the existing satisfaction research results; Combined with the characteristics and status of BMCC’s customers, then proposed improvement and optimization on customers’ satisfactions survey methods and questionnaires’directions.Described the status and results of BMCC’s Customer Satisfaction Survey.According to satisfaction survey results, proposed reasonable working improvements and satisfaction improvements programs.