Research On Customer Service Quality Improvement Of CNWL Based On Network Public Opinion Monitoring

The network public opinion has the advantage of quick expression,multiple information and interactive way.In the Internet era,the ability to collect information,analyze the information accurately and utilize the information effectively plays an important role in the development of the enterprise.CNWL company will have Internet genes since its birth,in the background of the coordinated development of the electricity providers and the express,it is important to excavate the massive Internet information by the big data technology,to grasp the front of the market feedback.It can promote the coordinated development of the electricity supplier and express,grasp the opportunity of the transformation and upgrading.In this paper,I collected and arranged CNWL’s public opinion data and information by public opinion monitoring software.Then I summarized the reasons which can influence the quality of customer service.The promotion strategy of customer service quality of CNWL company is given,which combined with the views of 11 experts and scholars in the industry.They are the strategies of public opinion guidance,tangible strategy,reliability strategy,response strategy,assurance strategy and empathy strategy.