Research On The Improvement Strategy Of Home Broadband Service Satisfaction Of Company Z

With the continuous development of communication technology,the competition in the communication market is becoming increasingly fierce.Z Company has developed its broadband business rapidly and achieved significant results.However,as the number of broadband customers continues to increase,some management issues have gradually emerged,such as non-standard installation,long installation time,and frequent complaints,resulting in low customer satisfaction.In the increasingly competitive market environment,providing high-quality and differentiated customer service to enhance customer satisfaction is crucial for the development of enterprises.Therefore,Z Company should establish a mature customer satisfaction evaluation system as soon as possible,combining customers’ attitudes and opinions on enterprise services,and forming an effective strategy system to improve customer satisfaction.This is of great significance for promoting the development of Z Company’s home broadband.This paper mainly includes the following aspects: Firstly,it analyzes the main problems faced by Z Company’s business development,and determines that the key measure to improve the company’s development is to increase customer satisfaction.Secondly,an analysis was conducted on the current situation of its home broadband business and customer satisfaction,clarifying that Company Z should focus on providing differentiated services to improve customer satisfaction.Based on the current situation of home broadband customer satisfaction,some issues faced by their home broadband customer satisfaction are proposed.Thirdly,with the main goal of improving customer satisfaction,a set of Z company’s home broadband customer satisfaction evaluation index system has been developed.The weights of relevant indicators have been calculated using Analytic Hierarchy Process,and a Z company’s home broadband customer satisfaction evaluation model has been established.Fourthly,based on fully drawing on the American customer satisfaction model and ideas,conduct in-depth analysis from different perspectives.Fully utilize the research function of the survey questionnaire method to quantify the evaluation results.Fifthly,based on the survey results,propose corresponding satisfaction improvement strategies and suggestions to improve the satisfaction of Z Company’s home broadband customers.Based on the analysis of Z Company’s home broadband business and customer satisfaction status,this paper delves into various factors that affect customer satisfaction,and on this basis,creates a comprehensive evaluation system to fill the gap in its satisfaction evaluation system.Furthermore,the pain points and difficulties were analyzed,and targeted customer satisfaction improvement strategies were proposed,providing the correct path for the breakthrough development of the company’s home broadband business and further strengthening the company’s competitive advantage in the market.