lenovo精品展示模板ppt整理.ppt

Lenovo Customer Satisfaction Survey Lenovo Customer Satisfaction Survey by group 4 Lenovo Customer Satisfaction Survey by group 4 Lenovo Survey Objective 1 Sampling 2 Implementation 3 Report Cost 4 Customer Relationship Management Find key factors of satisfaction Know the current level of satisfaction Provide information to improve image To find solutions for company The Aim of Investigation one week E-mail Sampling Method having the chance to get the product of Lenovo to prolong the guarantee period for one year city 400/0.6=670 Content Reward workplace way simple random sample Questionnaire 1 Questionnaire 2 Implementation Collecting Testing Formally analyze Fuzzy integrated evaluation Weight Matrix R S=Weight*R Telephone support 0.1 Communicate with staff 0.2 Efficiency 0.3 Quality 0.4 Total 1 Analyze the change of the level of customer satisfaction Find disadvantages of the services and propose some suggestion to improve the services Provide the information to evaluating company’s performance Report Cost 1 2 3 Four people three weeks Cost:70000-80000 yuan *