Research On Customer Churn Control Of Company A Based On NPS

In recent years,with the rapid development of communication technology and mobile Internet,mobile phones have become a necessary part of people's lives.People rely on mobile phones for mobile payment,navigation,shopping,etc.The popularity of mobile payment brings business opportunities to telecom operators,but also faces the pressure of customer competition.Customers'requirements for mobile network quality and customer service quality are constantly improving,which brings opportunities and challenges to China Unicom A Company.As a municipal branch of one of the three major operators in China,China Unicom A is facing serious customer churn and weak development of new customers.How to improve customer satisfaction,reduce customer off-line,attract and develop more different customers to become their users,has become the goal of company A unremitting efforts.Based on the analysis of customer relationship management theory,customer satisfaction theory and net recommendation value NPS theory,this paper investigates the causes of customer churn in China Unicom A Company through questionnaire survey,and combines the results of NPS return visit to explore the causes and improvement strategies of customer churn in China Unicom A Company.The main conclusions of this paper are as follows:(1)Imperfect network coverage,insufficient service capability and low business level are the main reasons for customer turnover of China Unicom A Company;(2)China Unicom A Company can effectively improve customer satisfaction by managing and utilizing NPS of net recommendation value;(3)Improving operation capability of system layer and accurately collecting NPS data are the strategies for NPS upgrading.The main path;(4)China Unicom A company's NPS promotion strategy includes adherence to customer-oriented,enhance customer service perception,strengthen internal staff management,and promote NPS promotion at the company level.