Research On The Promotion Strategy Of ZGXA Telecom Broadband Customer Satisfaction Base D On Customer Complaints

Along with the rapid developmen in China's telecommunications market,the competition in the major telecom operators is getting increasingly fierce.The focus of competition has shifting from a simple product technology competition,and price competition,to a service-based,brand and business innovation competition.The target of market competition has shifted to user expansion and customer retention up from a simple user expansion.ZGXA Telecom compang must understand the actual needs of customers,needs,make sure the reason why the customers are not smisfied with the compang products,services and management,reduce the customer complaints,it is the basic way that ZGXA Telecom company to improve its overall service levels.Firstly,the thesis analyzes to customer satisfaction theory presentation,and analysis the theory and principles of Quality Function Deployment(QFD)analysis presented,as the methods and means to solve the problem of management.Then,from the value of ZGXA Telecom business processes and value chain of telecommunications companies,namely the services process of telecommunication business to users: that is Business application links,site installation links,business to focus on the use of links analysis,the thesis analysis emphasisly the main reason for low user satisfaction.Using Quality Function Deployment(QFD)method of analysis to identify the main issues and root causing ZGXA Telecom services complaints.Third,the enhancing customer satisfaction thinking are proposed for ZGXA Telecom services.Using Quality Function Deployment(QFD)method,quantitative analysis of the main factors that made possible improvement measures,so as to formulate a specific plan to enhance customer satisfaction for ZGXA Telecom services.Finally,the specific implementations are proposed for ZGXA Telecom services to enhance customer satisfaction,and next work ideas and suggestions are put forward.