Research On Service Satisfaction Of Major Customers Of Jiangsu Telecom T Branch

Customer satisfaction is a direct assessment of a customer's service to the company.This is an endorsement of the company's services and employees.Customers judge and evaluate products and services based on their value.For communication operators,big customers are the top priority of enterprise development,and the main purpose is to attract large customers.Because big customers not only have strong communication needs,but also have a lot of communication consumption.They have great influence in the government,finance,education,health and other industries,which is likely to affect a large number of upstream and downstream or related customer groups.Successfully retaining these large customers will enable communications operators to gain a foothold in the fierce market competition.Therefore,accurately measuring the satisfaction of large customers,further improving the quality of service,and meeting the individual needs of large customers is a key task for enterprises.As the largest communications operator in the region,Jiangsu Telecom T Branch is currently facing many problems,such as the backward full coverage network and poor terminal support.It also faces the widespread impact of the rise of mobile Internet companies on the communications industry.How to deal with these survival dilemmas is a problem that Jiangsu Telecom T Branch must solve.Due to the importance of the work of large customers,this paper mainly discusses the evaluation of the satisfaction of large customers by Jiangsu Telecom T Branch,and expounds the theory of big customers,the theory of satisfaction and the theoretical framework at home and abroad.Second,the current customer satisfaction profile of the telecommunications industry,designed a large customer satisfaction evaluation model,and organized a large customer satisfaction questionnaire survey of Jiangsu Telecom T Branch.Finally,according to the questionnaires,the data was summarized,and the shortcomings of the low customer satisfaction score of Jiangsu Telecom T Branch were summarized,and various measures for further improvement were proposed.