The Research Of Customer Satisfaction Analysis And Promotion Strategy On J Company Mobile Communication Quality

In recent years,the mobile Internet business has been developing rapidly,the intelligent terminal has become more and more popular,and the quality assurance and business operations of mobile communication network were affected greatly,while the competition among telecom operators become fierce.Any telecoms operator,who want to keep an outstanding network quality,will definitely support and service for the construction of the network power and adopt the action of "Internet plus",the network operations need to support the "precision" operating characterized by transformation.Focusing on customer experience is the key of the major telecom operators to improve the customer satisfaction.Considering the satisfaction of users are difficult to describe.The traditional methods of obtaining customer satisfaction include market research and resolve customer complaints,which are take temporary solution,not affect a permanent cure passive means.As a result,more and more attention has been paid to the study of customer satisfaction in today's era.Firstly,this paper is based on the changing of business environment,and believed that the development of mobile network will improve the quality of mobile communication greatly as well as the improving of customer satisfaction.Secondly,with the analysis of J company customer word-of-mouth status of mobile communication quality,according to the guidance of customer satisfaction theory and the combination of J Company NPS survey report,the index system of associated with customer satisfaction is refined from user attribute,business perception,network quality,network coverage,behavior preference,etc..Furthermore,through sampling the user data and network data,etc.from J Company,based on the data dig technology to achieve the refining and curing of key indicators,finally the optimal customer satisfaction prediction model is selected by the comparison algorithm.Through this model,the key elements of network NPS are found out successfully.There are mainly signal coverage,network awareness of IM tools,the stability and response speed of the Internet,the quality of the call,the terminal type and customer network age,and so on.It also identifies potential users with low satisfaction and tries to provide new ideas and methods for improving the quality satisfaction of J Company's mobile communication.In the end,by understanding the main short slabs and sticking points,the author proposed six suggestion by aspects made the J company mobile communication quality promotion strategy of customer satisfaction.After the implementation of improvement,customer satisfaction?network security ability and network quality were improved significantly.The customer satisfaction and NPS value increased by 11.08% and 11.08% respectively,while the number of network complaints and the amount of processing time went down obviously.