Great Customer Satisfaction Study Nantong Move

Customer satisfaction is the comprehensive evaluation of the services provided by the company, is recognition to the service and staff. Customers evaluate products and services based on their value. For telecommunications operator, key account is a top priority of the development of enterprises. They have not only great demand of communication, but also many customers of government, finance, education, health and other industries, have great influence on a large number of related customers. How to retain these customers, is a big issue for us. Therefore, accurate evaluation of the satisfaction of the customers, and improve the quality of service to meet the individual needs of the customers is the focus.Nantong branch of cmcc is the largest telecommunications operator, facing immature3G standard TD-scdma, lack of terminal support and also facing the rise impact of the mobile Internet. How to survive in the adversity, is a problem we must slove.Due to the importance of the key account, the paper mainly discussed the evaluation of customer satisfaction in cmcc Nantong,the theory of key account, the satisfaction theory, the progress of home and abroad of it; Secondly, establish the model of customers satisfaction and organize investigations. Finally, the data is organized, and we pointed out key short board of customer satisfaction, proposed to take four measures to improve it.