Research On Broadband Customer Satisfaction Of Yangzhou Mobile Group

With the continuous reform of the country,the competitive landscape of the communications industry is constantly changing.At present,China Telecom,China Mobile,and China Unicom are in an era of "three pillars." All three operators have basic telecommunication services and value-added services in the areas of mobile,fixed line,and the Internet.The business qualifications and communication user market are also divided into three major markets:group,household and individual.The Group's market has gradually become a key area for operators to compete in recent years.The Group's broadband is the key promotion business of the Group's market and it is a "single group"."Business to promote the overall development of group members" is an effective tool.Therefore,it is of great significance to improve the "group broadband satisfaction".For operators,not only can increase operating profit,but also cultivate loyal customers and bring long-term profits.When the market position and market share tend to be balanced,in order to establish a long-term,good cooperative relationship with customers,win customer trust and meet customer needs,companies need to start from customers,so as to maintain market leadership.Research on the meaning of customer satisfaction and promotion strategies have important theoretical and practical effects on enterprises' competitiveness.Based on the survey data of broadband customer satisfaction of Yangzhou Branch of China Mobile,the paper identifies problems and causes based on the current status of customer satisfaction,and proposes a strategy to enhance broadband customer satisfaction of China Mobile Yangzhou Branch Group.First,introduce the relevant theory of customer satisfaction;then outline the basic situation of the company and the basic content of the survey design,introduce the specific content and implementation process of this study;again,based on relevant business theory,combined with the customer satisfaction survey results of China Mobile Yangzhou Branch,The analysis of the overall status of the group's broadband quality and sub-projects was conducted,and the main problems in the existing broadband customer satisfaction of the company group were summarized.These major issues were the low level of satisfaction with the customer's manager service and the group's broadband construction during the pre-sale process.The dissatisfaction with quality,complaints about fault complaints,low acceptance of Internet TV in value-added products,and the analysis of the causes of these problems;Finally,the general idea and strategy for improving the customer satisfaction of Broadband customers of China Mobile Yangzhou Branch Group were proposed.This includes improving client manager services and the group's broadband construction capabilities,improving network quality,optimizing fault complaint handling processes,and improving Internet TV products.It is expected that the research in this article will help improve the satisfaction of broadband in Yangzhou Mobile Group,thereby accelerating the development of the Group's broadband business and increasing the company's operating income.