On GX Telecommunications Company Customer Satisfaction Analysis And Promotion Strategies

Along with the" Twelfth Five-Year Plan"(2011-2015) coming on stage, the reorganization of China Telecom greeted the period of historical opportunities. China Telecom, China Mobile, China Unicom, three integrated telecom operators in the market to provide comprehensive telecommunication products, launched a comprehensive competition. Communication with the homogenization of products, telecom market competition is all-time and intense. At present, the competition of communication market in price as the main means of competition, which also resulted in the telecommunication market increment income, income growth has lagged behind the growth of GDP. How to get out from the simple price competition, How to change to price competition into service and business innovation competition? Service quality and customer satisfaction is very important. This paper focuses on the service is the main way to seize and maintain customers for China telecom enterprises, to provide customers with high quality, satisfied with the service of China telecom enterprises will become the key to winning the market.The author analyzes the situation of the new period telecom market, pointing out that the service quality and customer satisfaction of the comparative advantage. It’s the key for enterprises to win the competition. Focuses on the service theory, such as the present situation of the service,the development of modern enterprises, service concept, service quality, customer satisfaction and loyalty. This paper combines the character of telecommunication services introduces the telecommunication product concept and level, focuses on how to improve customer satisfaction.The paper introduces the method of customer satisfaction survey, combining with the characteristics of telecommunication industry, the paper designs the system of customer satisfaction index, and explains the meaning of each index and evaluation. This paper is based on the results of GX telecom customer satisfaction survey, and the combination of10000customer service hotline complaints, analyzing of the current situation about telecom customers in telecom service quality, puts forward the improvement strategy. Compared with the customer satisfaction survey and the volume of complaints in contrast, this method improves the customer satisfaction. Finally, The paper prefer the theory of improving the quality of service the tracking of satisfaction. It has certain reference significance to do service work, innovation service and business process, the timely processing of customer complaints, reasonable control of customer expectations.