18 顾客意度评定方法.docVIP

1 目的： 贯彻以“以顾客为关注焦点”的原则，对顾客的满意程度客观、真实地做出评价，以利改进管理，不断提高顾客的满意度。 1 Purpose To implement the principle of ‘Custom Focus’, we improve the management and enhance customer satisfaction continuously 2 适用范围： 适用于本公司产品的顾客对产品和服务程度的评价。 Scope of application It is applied to the product and service comment which made by customers. 3 职责： 3.1 经营部负责对顾客满意度的调查和评定； 3.2 相关部门配合进行顾客满意度的评定工作。 3 Responsibility 3.1 Business department is in charge of surveying and evaluating the customer satisfaction: 3.2 Relevant departments cooperate to evaluate the customer satisfaction. 4 实施办法： 4.1 每年不少于一次（一般