Research 169 Business Customer Satisfaction Of CDDX Company

With the development of the domestic telecommunications market, especially in recent years, with the operational barriers between the three major domestic carriers gradually be broken, China Telecom into the mobile market, China Mobile into the broadband market, China Netcom and China Unicom merger, and even accompanied by the construction of the "triple play" propulsion, radio and television service providers will also usher in the communications market, the increasingly fierce competition in the communications industry. Operators in terms of products and technology can provide to our customers has been basically the same, the market competition is no longer a purely technical competition, price competition, the level of quality of service has played a pivotal role in the market competition. Customer satisfaction is an important indicator to measure the service is good or bad, is to become an important criterion for the competitiveness of the telecommunications enterprises today. Now each telecom operator in the continuous improvement of their products, product features and product quality at the same time, and how it will meet customer demand, and thus retain customers, enhance customer satisfaction as the primary task for the development of enterprises.Based on the learning theory of customer satisfaction research as a start, relying on the 169 business state of the CDDX company, and after the analysis of the current situation of the design of the business model of customer satisfaction, and establish the suitable for the business customer satisfaction index system. In the indicators using subjective weighting method weights assignment, we combine the 169 business current work and the future need to quantify the customer satisfaction index, and design a 169 business survey questionnaire. Then according to the results of a survey, after detailed analysis, degree of the enterprise 169 business customer satisfaction of master, to find out the problems existing in customer service work in the business. Finally, base on the causal analysis, comparative analysis and other methods of the above problems, formulate measures for improving the high feasibility. In the 169 business practice, we use advanced customer management ideas and business philosophy, so as to enhance the competitiveness of the 169 business.