Research On The Customer Satisfaction Of Liaocheng Mobile's Cable Broadband

With the continuous reform of the country,the competition pattern of the communication industry is also chan ging.At present,China Telecom,China Mobile and China Unicom are in the era of "tripartite confrontation".All three operators have the operation qualification of basic telecommunication business and value-added business in the fields of mobile,fixed line,Internet,etc.Therefore,it is particularly important to improve "broadband satisfaction" Increasing operating profit can also cultivate loyal customers and bring long-term profits.If the market position and market share reach a balance,then we can establish a long-term good relationship with customers,we should gain customer confidence and deal with the following situations:customer demand,enterprises must develop from customers,study the importance and strategy of improving customer satisfaction,which is of great importance to improving customer satisfaction Theoretical and practical significance.Based on the survey data of broadband customer satisfaction of China Mobile Liaocheng company,this paper summarizes the current situation of customer satisfaction,finds out the problems and causes,and puts forward the strategies to improve broadband customer satisfaction of China Mobile Liaocheng company.First of all,it introduces the relevant theories of customer satisfaction;second,it outlines the basic situation of the company and the basic content of survey design,introduces the specific content and implementation process of this research;third,according to the relevant business theory,combined with the results of the broadband customer satisfaction survey of Ch ina Mobile Liaocheng company,it analyzes the overall quality of the broadband and the status of each sub project,and summarizes the current situation of the broadband of the company Th e main problems of customer satisfaction are:low satisfaction of customer manager service and broadband construction in the pre-sale process,un satisfied network quality,further complaints about problems and low Internet coverage of value-added products make it necessary to analyze the causes of these problems.Finally,the paper puts forward the improvement of broadband customer satisfaction of China Mobile Liaocheng company Overall ideas and strategies,including improving customer manager service and broadband construction capacity of the company,improving network quality,optimizing fault complaint handling process,improving Internet TV products,etc.It is expected that the research in this paper will help Liaocheng company to improve its broadband satisfaction,so as to accelerate the development of broadband business and improve the company's operating income.