Investigation And ImprovementResearch On CSI Of China Mobile Group Tianjin Company Limited

With the acceleration of global economic integration, business homogenization has become increasingly serious, the competition between enterprises has gradually changed from pure technology and products competition to service competition, and service capacity has become one of the core competitiveness of enterprises. "Customer satisfaction index" is the key measure of enterprise service ability.This paper starts from the importance of CSI, introduces its main theory, and expounds the basic concept and content,and basic characteristics of customer satisfaction, customer satisfaction index and calculation model, and then briefly discuses the general factors to affect customer satisfaction.This paper which applying the basic method of customer satisfaction survey, designs a customer satisfaction survey research for China Mobile Communications Group Tianjin Co. Ltd.customer satisfaction status and existing problems, and establishes the index system and evaluation model of customer satisfaction, and definite the content and significance of the indexes. This paper applies the investigation of customer satisfaction of Tianjin Mobile, and introduces the problem of customer satisfaction of Tianjin mobile.Finally, this paper gives some guidance about how to improve customer satisfaction of Tianjin mobile, such as business philosophy, service culture, system construction, and gives some suggestions about how to improve key business process services, deal with customer complaints, enhance the capacity of network. Hope the research of this paper can promote certain reference meanings about the improvement of customer service and satisfaction of telecom industry including Tianjin Mobile.