Customer Satisfaction Survey Report Of Branch C Of CMB VIP Card

This article bases on the questionnaire investigation and study of customersatisfaction for branch C of CMB VIP card service qualification. We get conclusions anddescriptions through data analysis on the current status of business and service, and alsorefer to the advanced service concept and experience from inland and some other foreigncountries in order to put forward improvement opinions.The article can be mainly divided into six parts.The first part is the introduction. Thesecond part introduces some theories of this article, mainly includes the summary ofcommercial bank’s service and its qualification and satisfaction, as well as thedevelopment of CRM, and the status quo of branch C. In This stage, it will describe thespecific customer service concept of CMB, its bank Card, as well as the branch C, to bethe target of sample character description and follow-up service quality improvement.The third part is service satisfaction survey of branch C of CMB VIP card. This sectionfirstly summarizes the basic content of research questionnaire, and get the brieflyconclusions, and then fulfills the data analysis of the questionnaire result through theapplication of servqual model, and then induces five dimensions involved in model,finally get the finally conclusion of VIP Card customer service quality of branch C. Theforth part is the service problems and cause analysis of VIP Card of branch C. The fifthpart will put forward service optimization measures for VIP Card of branch C accordingto the conclusion of the analysis, mainly including business function improvement,services management optimization, value-added service upgrade, service channel andVIP service setting etc. The sixth part of this article will analysis of the full text to comb.This paper aims to branch C of CMB VIP Card customer service satisfactioninvestigation and analysis, in order to find out the breach of the further improvement ofservice quality, better to complete the mission of "We are here just for you". Whileextracting necessary and valued service quality improvement plan to promote, not onlycan improve the competitiveness of the branch itself, but can also be referred by morecommercial Banks, and finally improving customer’s satisfaction toward the quality ofthe overall banking services.