文章首先介绍了达州移动客户满意度调查工作的研究背景、研究意义并对满
意度理论的发展趋势进行了阐述,奠定了客户服务在移动公司发展过程中的核心
影响。接下来对客户满意度理论的产生发展以及客户满意度调查的主要方法进行
了系统梳理。第三章简单介绍了本次调查测评的基本信息,并针对自办厅、合作
厅、专营店、特约代理点、共享渠道以及村级渠道的业务特点构建了各自的客户
满意度评价指标体系,利用打分的方式得出了各个渠道指标得分情况。第四章对
各个渠道的短板内容进行了系统分析,最后针对各个渠道存在的影响客户满意度
的共性问题进行了提取。最后,根据当前的内外环境以及公司的长期发展目标形
势,对达州移动客户服务应对的策略进行分析,提出提升达州移动客户满意度的
解决措施,改进公司客户服务短板。最后是结论与展望。
本论文对达州客户满意度的调查是针对全市范围内的一次大规模、系统、正
规、全面的调查,具有较高的可信度,对指导达州移动客户满意度工作具有一定
指导作用。
关键词:通信,满意度,客户服务,渠道
ABSTRACT
In recent years, with the continuous development and growth of the domestic
telecommunications market, the domestic market has formed a number of carriers to
stimulate competition situation. In the coming decade, the country will continue to open
the telecommunications market to private enterprises and foreign enterprises making the
communications markets facing more and more intense competition. To communication
enterprises, it is the key for Dazhou mobie to maintain old customers , tap new
customers ,maintain market share and increase customer satisfaction to remain
invincible in the increasingly fierce market.
The article first introduces the research background, significance and satisfaction
theory trends which makes a key role to for Dazhou mobie in the development process
to customer service.
Next, the development of the theory of customer satisfaction and customer
satisfaction survey method are systemly described. The third chapter briefly introduces
the basic information of this survey, and for the various channels build the evaluation
index systems for running the halls, Cooperation Department, specialty stores, special
agent point shared channels, and village-level channel according to their features,
getting their scores using the scoring way. The forth chapter analysis the short board of
the contents of the various channels, and finally extract the common problems of the
various channels.Finally, in the current internal and external environment as well as the
company's long-term development goal situation, the analysis of the Dazhou mobile
customer service response strategy proposed to enhance of Dazhou mobile customer
satisfaction solve measures to improve the company customer service short board. And
the last part is coclusion and forecast.
This customer satisfaction survey is a large-scale system, systematic, formal and
comprehensive investigation for Dazhou mobie, with high credibility and makes a role
of guide to guide the customers satisfaction of Dazhou mobie.
Key words: communication; satisfaction; customer service; channel