Research On Customer Satisfaction Of Branch C Of A Communication Service Company

With the innovation of communication technology,the telecommunications industry has also undergone profound changes.Telecom operators has begun to outsource more non-core businesses for save costs,continue to innovate and focus on core business,which makes outsourcers devote themselves to customer satisfaction research in the face of the changing needs of customers and gain customers’ favor and expand the market.In order to maintain the existing market share and seize more markets in the fierce market environment,enterprises has begun to pay more attention to the research on the improvement of customer satisfaction than their own technical ability.Under such circumstances,branch C of A communication service company is required to continuously improve customer satisfaction to maintain its competitiveness.In this study,referring to the relevant theories of customer satisfaction,customer relationship management,IT service outsourcing project quality management,etc.With the help of employees of company C the customer satisfaction evaluation data of the last three times were analyzed to find three main problems of current customer dissatisfaction,including delayed response to customer needs,non-compliance with customer requirements,and inadequate communication support for important customers.Interview the stakeholders through the interview method,and analyze and sort out the interview results in combination with the relevant contents of IT outsourcing service quality management,the causes of customer dissatisfaction were obtained.In addition,root cause analysis was carried out through causal analysis.The reasons for customers’ dissatisfaction are as follows: the company’s weak ability in sorting technology,the non-standard management of employees and processes,the disharmony between employees and customers,the unreasonable motivation of employees,and the increasingly complex network situation.Then,three improvement measures and three guarantee measures were put forward.The three major improvement measures include improving employees’ technical level and ability to apply technology,standardizing employees’ daily behaviors and work processes,and improving the relationship between employees and customers.The three guarantee measures include chemical guarantee,organizational guarantee and personnel guarantee.Solve problems through improvement measures.Guarantee the smooth implementation of improvement measures through guarantee measuresIn this study,the research on customer satisfaction of branch C will help the company find the main aspects of customer dissatisfaction and put forward practical solutions,which is of great significance to improve customer satisfaction and the company’s own development.At the same time,it will help the company build three guarantee systems of culture,organization and personnel,which will help the continuous implementation of the solution,its methods and practices used in this paper have certain guiding significance for the future market expansion of the company.To a certain extent,it has reference significance for enterprises in the industry.