The Research To Customer Satisfaction Improvement Of Communications Industry On The Basis Of Nanchang Mobile Company

The 4G mobile Internet era,the demand and consumption behavior of communication users has undergone tremendous changes,mobile data become the focus of operations,the operators of the service network facilities are more and more homogeneous,further narrowing the gap,the average revenue per user is declining,the communications market competition.In the communications industry,to ensure a high level of customer satisfaction is the key to maintain a competitive advantage,so the focus of telecom operators marketing is not only the development of new customers,but how to do stable old customer maintenance,customer satisfaction,accelerate service transformation,strengthen quality management,consolidate the market advantage.From the beginning of 2001,China’s Ministry of information industry has set up mobile phone customer satisfaction index model,at the start of the major operators to evaluate customer satisfaction,China Mobile also developed their own satisfaction model.With the rapid growth of Nanchang mobile is from entering the stage of steady growth,customer satisfaction also showed obvious decline,the problems are gradually exposed,therefore,the evaluation of Nanchang mobile customer satisfaction is particularly necessary.This article from the overall situation of the communications industry and China Mobile Jiangxi Communications Co.Ltd.Nanchang branch customer satisfaction to reality,the business process and NPS theory,using the Delphy Fa of Nanchang mobile customer satisfaction evaluation.By constructing a set of suitable for Nanchang mobile customer satisfaction evaluation index system and evaluation model,the empirical analysis of Nanchang mobile customer satisfaction survey data from the network,followed by perception,voice calls,contacts,broadband service satisfaction,"three high" customers,4G customers six perspective of the current problems;combined with the comprehensive customer the satisfaction theory and NPS theory,the implementation of Nanchang mobile customer satisfaction is proposed to enhance the network from perception,promotion,service personnel contact ability of broadband service security,VOLTE service,service management,key customer group dedicated to focusing the internal and external customer satisfaction perspective,and based on the NPS theory to develop a plan to enhance the overall NPS,have certain the reference value of Nanchang mobile customer satisfaction hope to ascend.