Research Of Customer Satisfaction Of QZ Unicom

With the growing popularity of telecom business, QZ Unicom is facing aslowdown market. Its main mobile telephony, broadband and fixed linecustomers have a slowing growth trend, the government continues to strengthenthe communications industry regulatory, internal corporate restructuring has notbeen fully completed, under such circumstances, it’s a basic approach tounderstand the customer’s actual needs, make sure the reason why the customersare not satisfied with enterprise products, corporate image, service, managementand other aspects, make sure the position of corporation in the communicationsindustry services to improve their overall level of service for the QZ Unicom.And thus increasing customer loyalty to the enterprise by extending the range ofservices, comparing the strengths and weaknesses of QZ Unicom in the course ofbusiness, establishing the core strengths of the enterprise in the main businessarea, are the key factors for the enterprise to continually develop in the fiercecompetition.The article makes the research about the customers’ service satisfaction ofthe enterprise based on the current development status of QZ Unicom. First wesummarize the theoretical and practical experience at home and abroad in theaspect of customer satisfaction, and make clear the basic conditions of QZUnicom in product variety, customer base, market development and so on. Alsowe analysis the challenges with which QZ Unicom is faced up in marketcompetitors and operating environment. Combined with different customer needsof QZ Unicom, surveys are conducted between QZ Unicom’ customers and someother enterprises’ though CATI survey methods. By finishing the survey results,we obtain the main characteristics that customers are satisfied with differentaspects of enterprise or not and thus design QZ enterprise customer satisfactionevaluation index system. Product satisfaction, service satisfaction andmanagement satisfaction are established on the process of customer satisfactionevaluation. Different aspects of evaluation about customer satisfaction are informed after refining each indicator. We use AHP method to calculate theweight of different indicators. To quantitatively evaluate the Unicom customersatisfaction according to the results of expert scoring, we can clearly compare thedifferent aspects and differences between the different indicators according to thesores of different indicators and composite score. While determining the overalltrend of QZ Unicom customer satisfaction, improvement strategies can be madeaccording to the score sort of different indicators, including products, servicesand management to improve.