China Mobile Y Branch Home Broadband Customer Satisfaction Evaluation And Improvement Research

At present,the concept of customer satisfaction has been adopted by many enterprises and applied in marketing management.What is customer satisfaction? What factors affect customer satisfaction? How is customer satisfaction measured? How to improve customer satisfaction with the product? Especially in the home broadband market from the new market into the stock market,as well as the national open number transfer network policy,the competition between operators has reached the white-hot degree.How to improve customers’ satisfaction with products has become the key for enterprises to win customers and seize the market,and has become a major issue determining the survival and development of enterprises.This paper on how to improve the branch of China mobile Y family broadband customer satisfaction of products,first of all,the introduction of the definition of customer satisfaction,to determine the customer satisfaction CCSI model and on the basis of the model optimization TCSI release of the telecommunications industry customer satisfaction model,by designing the questionnaire,CAIT way to conduct customer satisfaction survey,Collect and analyze the data to get customer satisfaction with home broadband,and conduct in-depth analysis of the development of the short board problem,through the use of house of quality,service blueprint operation management tools to re-examine and analyze the product and service process,find out the short board of home products and develop promotion strategies and measures.This paper also introduce the accurate marketing concept to customer satisfaction ascension,through the questionnaire to summarize the characteristics of the customer and the customer classification and portrait,combined with the current products and marketing policy for different types of guest precise marketing on the one hand,improve customer satisfaction and success to market the products of the company to achieve the win-win situation.In this paper,how to improve the Y branch of China Mobile home broadband customer satisfaction problems carried out in-depth and comprehensive research,the formation of a set of customer satisfaction definition,measurement,how to find out the shortcomings through questionnaires and targeted measures and strategies to improve.This paper introduces the concept of accurate marketing,and classifies customers to meet different customer needs through various products and measures to improve customer satisfaction.