Company Y Broadband User Satisfaction Promotion Strategy

With the advance of China’s social development of information technology. telecommunications market development trend showing increased year by year, demand for broadband Internet-based voice service to call diminishing.Company Y Telecom Group Company, one of the three full business of Mobile, China Telecom, China Unicom, a wholly owned subsidiary. The results of its business in recent years, the fixed telephone-based voice revenue each year close to double-digit negative growth, the number of users of broadband Internet data and broadband data services revenue year after year double-digit positive growth, and broadband data services revenues have gradually replaced pillar status of the voice service revenue in the total revenue.In this context, to enhance the satisfaction of broadband Internet users,retain existing broadband users, and to attract potential broadband network becomes the primary task of the Y company operating in the current period. Around the broadband user satisfaction-oriented, market trends and development goals for the company in order to benefit, this paper, literature research, questionnaire, statistical analysis. Y broadband user satisfaction survey analysis.Survey around the net,off-net broadband subscribers from broadband services accepted, installation, troubleshooting response time limit, the quality of service of the operating room, broadband network quality, value-added business, combining user background statistical analysis of their satisfaction. Finally, the quality of service, service recovery,user experience,disruptive innovation, value management, customer relationship management, switching costs brand marketing, human resources management to draw a strategy to enhance Company Y broadband user satisfaction.