How to Build Customer Satisfaction Index System.docVIP

 PAGE \* MERGEFORMAT 14 How to Build Customer Satisfaction Index System Abstract: Building customer satisfaction survey indicators system is the key to the effective implementation of customer satisfaction surveys. Many have been to improve customer satisfaction, as one of the objectives of its operations, and actively implement customer satisfaction surveys, but often overlooked how to build a system, an effective system of customer satisfaction survey indicators. To this end this paper to build customer satisfaction index system principles, and processes. Keywords: Customer Satisfaction Survey Customer Satisfaction Index System Service profit chain that can promote customer loyalty and customer satisfaction, while customer loyalty may lead to life-time value (including retention, repeat transactions, recommend new customers, etc.), thereby giving rise to corporate revenue growth, profitability improvement. Therefore, customer satisfaction surveys as the focus now, and even become one of enterprise performance appraisal. While many enterprises to customer satisfaction as its main operational goals, and put a lot of human resources to carry out satisfaction surveys, however, for the satisfaction index to grasp because of the inaccurate and methods of poor, the result is difficult to obtain on the improvement of products and services, improve customer Satisfaction valuable conclusions. To build accurate and complete customer satisfaction surveys customer satisfaction index system is the starting point and key, this article attempts to outline how to build customer satisfaction index system. The basic theory of customer satisfaction index system As the customer quality, value perceptions, as well as customer satisfaction, loyalty are hidden variables, is not a direct measurement, and therefore, require a level-start until the formation of a series of direct measurement of indicators, which progressively expanded evaluation indicators constitute a satisfactio