Henan Mobile Customer Satisfaction Survey And Promotion Strategy Research

With the advent of the white-hot era of communication market competition,the focus of competition among China's three major communication operators has shifted from products and services to customer resources.This paper takes henan mobile customer satisfaction survey as the guidance,summarizes and elaborates the factors affecting customer satisfaction of henan mobile and proposes improvement strategies.The research on customer satisfaction of henan mobile has profound research significance and caters to the market phenomenon under the background of big communication.This research has good practical guiding significance.Customer satisfaction is a relative concept,which has the basic characteristics of subjectivity,hierarchy and relativity.Customer satisfaction is a core concept in CRM,which represents the degree of matching between the expected value of customers and the final obtained value.According to relevant researches,the relationship between customer satisfaction and enterprise development is very close,which affects the development direction of enterprises as well as customer loyalty.On the whole,the development of henan mobile communication products and services is relatively stable,but it is gradually losing its advantage in market competition.According to this situation,the author has designed the henan mobile satisfaction questionnaire based on the American customer satisfaction index model(ASCI),which has a solid theoretical basis.The questionnaire used product and service satisfaction data,loyalty data,comprehensive satisfaction data and standard satisfaction data to reflect the development of customer satisfaction in henan mobile.According to the results of the questionnaire analysis,henan mobile product and service quality at present are losing competitive advantage,henan mobile internal service quality of steam and the supervision of henan mobile enterprise influence is weakened and so on three big problems,according to the existing problems put forward the perfect product and service quality evaluation system of enterprises,improve customer perceived value for products and services for enterprise resources,reasonable effective configuration three promotion strategy,in addition to henan mobile henan mobile customer satisfaction short promotion measures are put forward.Through the study of customer satisfaction,this paper hopes that henan mobile can better meet the needs of customers,and then retain customers,so as to maximize the effectiveness of the company's investment,thereby increasing market competitiveness and promoting sustainable development of enterprises.