The Chinese Management Consulting Customer Satisfaction Index Research And Causes Study

With the continued development and growth of management consulting industry in China, Customers of the management consulting service bring forward higher and higher demands. The customers are the chooser of management consulting service, and they are also ultimately evaluators, therefore, meet the needs of every customer is the goal that management consulting firms pursued. Customer satisfaction survey is to obtain customer satisfaction with the product or service, and through customer satisfaction surveys, not only can the existing problems of products or services be found, but also be the basis of the further analysis, so finding a solution to the problems.This paper starting from the customer satisfaction survey, choosing Jiangsu-Zhejiang-Shanghai area business users, using questionnaire, investigated 10 satisfactory indicators that corporate users concerned. Then summarized survey results from following eight areas, pointed the problems of the local company in the management consulting industry, and analyzed the causes for, finally, based on an analysis, improvement proposal and advice been put forward to business users, management consulting firms, government departments.Specific analyses include: local consulting firm development trend analysis based on the ratio difference of project category, local consulting firm self-construction analysis based on gap-analysis (Chapter 4); lack of perspective to management consulting analysis from the points of view of customer, consulting firm and index importance weight difference (Chapter 5); current management consulting industry development status analysis on customer portfolio, gap of satisfaction index and satisfaction index data (Chapter 6).Through analysis, this thesis proposed local consulting firms should be clear on its own direction of development, and strengthen its building; customers should take right view of management consulting services, choose proper management consulting partner, also the paper discussed the concept in details that should be distinct when customer choosing management consulting service. The thesis made the recommendations to government departments finally, to support local management consulting firm further more, enhance the role of professional units, establish an effective management mechanism and customer satisfaction survey system, in order to achieve effective supervision and management.