上海顺丰客户满意度调查分析.docVIP

上海顺丰客户满意度调查分析 摘要：这篇论文采用调查与分析的方法，从公司的背景状况分析入手，分析了顺丰的发展优势、劣势、机会和威胁，把客户满意度的内容进行详细具体的分析，对于上海呼叫中心的服务质量到底怎样，在市场进行了调查，然后分析了顺丰在上海区2013年的具体运营状况，把这些调查结果进行分析总结，得出结论，提出一套提高客户满意度的方法。从顺丰的SWOT分析来看，顺丰目前是快递行业的龙头企业，还能看到顺丰更广阔的发展前景。在论文中明确的对上海区的客户满意度情况进行了调查分析，可以看到2013年比2012年的客户满意度提升了许多，这说明顺丰在不断地完善自我，提高服务水平，对自己的劣势进行改进。 关键词：现状；客户满意度；满意度回馈；运营状况分析 The investigation and analysis about customer degree of satisfaction of The Shanghai S.F.Express company. Abstract: According to the background condition of the S.F.Express company, this paper adopts the method of investigation and analysis to analyze the S.F.Express company’s development in strengths, weaknesses,opportunities and threats.We analyses the content of the customer degree of satisfaction specificly. And we investigate on the service quality of Shanghai call center in market. Then we analyses the operating conditions about Shanghai area in 2013 .Finally we get the conclusion from these survey results and put forward a set of methods of improving customer degree of satisfaction. From the point of the SWOT analysis about S.F.Express,it is the leading enterprise of express industry now . We can learn about a broader development prospects of The S.F.Express .According to the investigation and analysis about customer degree of satisfaction in the Shanghai area ,we can see the degree of satisfaction decreases a lot in 2013 compared with 2012 . This suggests that The S.F.Express has been improving themselves constantly ,enhancing the level of service and ameliorating their weaknesses. Key Word : current situation ; Customer degree of satisfaction ; feedback of degree of satisfaction ; the analysis of operating conditions 目录 1 顺丰快递行业现状 1 1.1 顺丰的简介 1 1.2 顺丰的SWOT分析 1 1.2.1 优势 1 1.2.2 劣势 2 1.2.3 机会 2 1.2.4 威胁 3 1.3 顺丰的现状分析 3 2 客户满意度的具体内容 4 2.1 客服服务满意度 4 2.2 收派服务满意度 4 2.3 运输服务满意度 5 2.4 时效服务满意度 5 3 上海顺丰呼叫中心客户满意度回馈 7 3.1 服务质量 7 3.2 系统运行 8 3.3 现场运营管理 8 4 2013年上海顺丰快递运营状况分析 9 4.1 上海区满意度分析 9 4.2 上海区忠诚度分析 11 5 上海顺丰客户满意度提高的方法 12