如何测量顾客满意度(国外英语资料).docVIP

如何测量顾客满意度(国外英语资料) First, the definition and measurement of customer satisfaction Customer satisfaction can be defined briefly as the extent to which a customer accepts the actual feelings of a product and service as compared with its expected value. This definition reflects not only the degree of customer satisfaction, but also the effectiveness of the product or service provided by the enterprise to meet customer needs. Measuring customer satisfaction has at least the following benefits for an enterprise: 1., it is beneficial to determine the quality level of the enterprise in the past and present, and to analyze the gap between competitors and the enterprise. 2. understand the customers ideas, identify the potential requirements of the customer, identify the needs, needs and expectations of the customer. 3., to check the enterprises expectations, to achieve customer satisfaction and customer satisfaction, is conducive to the development of new quality improvement and business development strategy and objectives. 4., enhance the profitability of enterprises. 5., in order to achieve customer satisfaction, what should the enterprise do in the future; whether or not to change the management strategy or direction?. 6., to measure business opportunities through customer satisfaction, and that the future needs or expectations are the greatest business opportunities. Is there a measure of customer satisfaction that there are so many benefits to be made? The answer is: NO! The key to measuring customer satisfaction is to make customers loyal customers by measuring satisfaction and enhancing customer satisfaction. The following survey report illustrates the impact of loyal customers and complaining customers on the business. Your customers will have bad experience spread 2 times their spread satisfying experience of people. When a typical dissatisfied customers will tell their experiences on 8-10 people. Put on your product or service is customer complaint among 7/10 peopl