Research Of The Customer Satisfaction Enhancement

Since its inception, after several restructuring reform, specifically in the issuance of3G licenses and reorganization of Mobile in2008, China’s telecommunications industry is increasingly competitive. With customer’s needs from the initial basic needs of voice calls, short message service evolve into the situation for voice calls, data services, the individual needs of growing, competition in the mobile communications industry is increasingly fierce market competition from technical competition price competition into the services, prices and business innovation competition. Who can provide customers with high quality, satisfactory service, whoever will be the real winner of the communications market.This article, started from the importance of the customer service to the communications operators, introduces the theories of service quality and customer satisfaction, and highlights the Gaps Model of service quality and customer satisfaction research models, a special presentation on China Mobile Communications Corporation’s history of customer satisfaction researches.This paper introduces the basic methods of customer satisfaction surveys. Customer satisfaction index system has been designed to clear the content and meaning of the indicators, combining with the characteristics of the mobile communications industry. The CMCC of Hebei province’s2010customer satisfaction survey results were analyzed, describes the Hebei province overall situation of2010satisfaction, find out the satisfaction of the short board of business process, points out the direction for the satisfaction improvement.Finally, put forward the feasible improvement suggestions on Hebei mobile2011satisfaction job from the strategic perspective and short board business process such as the charges, business office, new services, considering the Hebei Mobile’s actual situation.