Research On The Strategy Of Improving Customer Service Of Mobile Corporation Based On NPS

In 2013,the Ministry of industry and information technology at the same time to the China Telecom,China Mobile and China Unicom issued 4G licenses,the three operators stand on the same starting line to start a new round of competition From the 4G era,due to the convergence of standards,the basis of communication products is no longer a huge difference.In the same year,the virtual operator license is also officially issued by the Ministry of industry and information technology,Internet companies,mobile wholesalers and other virtual operators to join.On the one hand is the difficulty of product differentiation,on the one hand is a competitor,in such a competitive environment,how to maintain or enhance market share,the industry participants must consider the problem.China Mobile as the representative of the basic telecom operators use the customer satisfaction survey to improve the quality of service has been for many years,but with the change of environment,the growth of customer,the drawbacks of traditional customer satisfaction survey is more and more obvious.At the same time,the theory and practice have proved that customer satisfaction does not represent a certain loyalty to customers,identify and cultivate loyal customers become more realistic choice for enterprises.A variety of factors,so that operators need a new type of monitoring system to enhance enterprise service quality,training and enhance customer loyalty.Y company as one of the company’s subsidiaries,actively introduce NPS Score(Net)survey method(referred to as Promoter)to monitor customer loyalty.In order to protect the NPS which is a new management tool implemented smoothly,Y company developed a phased work plan,and actively carry out internal training,and NPS monitoring results into the key performance index system of key project manager and company leaders at all levels of the year.In addition to the results for the assessment,but also through the closed-loop management system,the use of NPS monitoring results in the company’s customer service quality improvement.This paper tracks and analyzes the monthly performance of NPS company Y,finds out the existing problems,and will be the focus of NPS monitoring products.Through in-depth analysis of the NPS data of the key monitoring products,find out the specific problems of the key monitoring products,and put forward the improvement measures.At the end of this paper,it also puts forward some suggestions on how to use NPS to improve the overall service quality of Y company.