A Bank B Branch Customer Satisfaction Promotion Program Research

With the deepening of market economy reform,China's current financial system and planning mechanisms have undergone tremendous changes.China's four major state-owned banks in the shareholding system reform work has been completed,many of the past,the criticism of state-owned enterprises have no longer appear;foreign banks in the domestic market share is expanding,while foreign banks are also expanding the scope of business,The size and quantity of small and medium-sized joint-stock banks have been greatly improved.In order to meet the changing needs of the market,many other types of financial enterprises have been able to meet the needs of the market.In order to meet the needs of the market,many other types of financial enterprises or organizations are trying to open up new business markets.Research on customer satisfaction helps to obtain the latest market information,timely adjustment of product development and service strategy;to enhance customer satisfaction,to enhance customer loyalty to the bank,to further increase customer resources,expand market share,Improve competitiveness.This article is divided into six chapters.First of all,this paper analyzes the existing problems of customer satisfaction of A Bank B branch from three aspects: business outlets,marketing service system and counter service system.Secondly,it analyzes the status quo of customer satisfaction of Bank A,Found the existing problems,explored the causes of the problem;again,put forward the customer satisfaction upgrade program,as well as the implementation of the program safeguards.The study shows that the overall customer satisfaction of Bank A is 87.623%,and the customer's satisfaction is high,but there are still some shortcomings.The key points are as follows: B branch propaganda is not enough,the customer transaction process Waiting for a long time,the staff did not recognize the "customer as the core" service concept,can not provide personalized services to customers and B branch products,operating outlets inside and outside the improper decoration,parking and other external equipment is not complete,The number of shops is too small,self-service equipment to be expanded and so on.In this paper,A bank B branch customer satisfaction improvement program.Service improvement strategy to improve customer segmentation,customer evaluation.Staff to improve the overall quality of the proposed customer manager system,marketing team building.Service flow optimization program proposed to simplify the business process,optimize the customer structure.