Research On Customer Satisfaction Of Shijiazhuang Branch Of China Mobile Communications Corporation

Customer satisfaction is an index that a customer derives from a perceived effect of a product compared to its expected value.Customer satisfaction index is the basis for policy making and business decision-making.Through continuous quantitative research,to obtain consumer satisfaction with specific services,to identify internal and external customer's core problem,find the most efficient and effective way to achieve maximum value.CMCC has long been adhering to the customer service concept of "customer is foundation and service is basic ".In an increasingly competitive environment,the Group takes service leadership as the strategic guideline for sustainable development and actively introduces customer-oriented "customer satisfaction".Service survey concept,as a measure of service,customer service will be quantified results.The whole idea of this paper is to survey the satisfaction of Shijiazhuang mobile customer satisfaction,including network,business and service,through the method of telephone call questionnaire survey.Meanwhile,the author established a special investigation template for two important groups: traffic customer and group customer.To develop more targeted to enhance the satisfaction of the strategy,follow-up to enhance the effect.In addition to the Shijiazhuang mobile company's customer satisfaction survey of the situation,but also other cities and competitors,the satisfaction of the status quo,comparative analysis,learn from each other.And ultimately form a perfect detection,analysis,problem-solving,follow-up effect of closed-loop customer.