Y Communication Operation Company

With the saturation of the chinese mobile communication market, the focus of competition in the communications market is gradually transferred from the mass market to the group customer market, the three operators are constantly expanding investment. Group customer satisfaction as a group of customers to provide products and services to provide the product and service experience, perceived direct performance, the relationship between the normal development of the group’s customer business and even the success or failure. Compared with the relatively perfect individual customer satisfaction survey, group customer satisfaction is a telecommunication company less involved in the field, how to effectively obtain the group customer satisfaction, and found problems appeared in the process of production and service, and to develop reasonable solutions to solve problems, optimize all aspects of production and service is worthy of attention and study of a subject.In this paper, with the using of the case study method, based on the existing research results of satisfaction, satisfaction with the status quo of group customer of Y communication operation company are analyzed. During the application of the literature analysis method, questionnaire survey method, interview survey and comparative analysis method and other research methods combined with the actual problems are analyzed, finally. Through the above analysis, we can draw the following conclusions: time of business acceptance is not right, failed to effectively solve the problem the user are the main factors which effect Y communication operation company to enhance the group customer satisfaction; We suggest Y communication operation company adopt sound group customer service system, manage group customer expectation value, closely linked to the key sensing elements, strengthen the service department of coordination, increase the satisfaction of staff, construction oriented comprehensive security system of the group customer service to enhance the group customer satisfaction.