Research On Social Channel Satisfaction Of China Mobile R Branch

Customers are the key point for China Mobile to maintain or increase its current market share.China Mobile has already included customer satisfaction in the KPI assessment.However,as a marketing channel for the connection between mobile companies and customers,the following problems have arisen: agency transfer or even network transfer,increase in micro-yield outlets,and increase in the number of zero-production capacity channels.China Mobile's marketing channels are mainly divided into its own channels,social channels and electronic channels.Among them,social channels contribute over70% of China Mobile's revenue.The decline in social channel satisfaction not only affects the cooperative relationship between channel distributors and China Mobile,but also affects China Mobile's customer satisfaction and revenue business growth.For China Mobile,improving customer satisfaction while improving channel satisfaction,especially social channel satisfaction,is equally important.Improving channel satisfaction and channel management can effectively help China Mobile to be in an advantageous position in the industry competition.This article summarizes the concepts and literature related to social channel satisfaction around China Mobile 's social channel satisfaction,and takes China Mobile R Branch as the research object,through online questionnaire surveys on social channels,in-depth interviews with relevant staff members,and the use of qualitative and quantitative analysis methods to investigate and analyze the satisfaction of social channels,the problems and deficiencies of China Mobile R's work on social channels are obtained,and corresponding measures for improving the satisfaction of social channels are proposed.Try to provide a strong basis for China Mobile R Branch to effectively improve social channel satisfaction and maintain market share.