Research And Upgrade The Group Customer Satisfaction For China Mobile Changsha Branch

With the development of information technology and application, the competition between telecom operators becoming increasingly fierce, customer has become the strategic resource for the survival and development of the operators. Beginning in2001, the former Ministry of information industry began to carry out the study on customer satisfaction index for the telecomoperators, and publish the telecom industry customer satisfaction index (TCSI). Due to the influence of Changsha Mobile branch satisfaction, the key customer satisfaction has become the most effection on satisfaction.Firstly, This task conduct a satisfaction evaluation survey, and then according to the reason of customers who are not satisfied, according to the group classification statistics, according to the complaint reason classification statistics, according to the service support efforts to statistics, with the total of four aspects to analyze survey data, according to the result of data analysis and further explore the changsha mobile group problems and reasons existing in the customer management, Finally, applying the theory and method of modern management, design customer satisfaction improvement optimization from the internal management, customer management, system support, the human resource management of changsha mobile branch, the research of this task has certain reference value for communications operator.