企业顾客满意度测评的几个关键问题（Several key problems of enterprise customer satisfaction measurement）.docVIP

企业顾客满意度测评的几个关键问题（Several key problems of enterprise customer satisfaction measurement） At the turn of the century, the increasingly fierce market competition and the change of peoples consumption concept and demand make customers become the focus of enterprise attention. The process begins with the needs of customers, customer satisfaction, continuous improvement and innovation system to form a closed loop; who best understand the expectations of customers, to grasp the degree of customer satisfaction, and then use the resources in the most effective way to meet and exceed customer expectations, obtain customer loyalty, who will be in an invincible position. Therefore, the measurement and evaluation of customer satisfaction (also called customer satisfaction) has become one of the most important and important issues for decision makers. The measurement and evaluation of customer satisfaction is the process of planning, investigating, measuring, analyzing and taking corrective and improvement measures for enterprises according to their own business objectives and customer concerns. It is an important means to grasp customer needs and expectations and implement customer satisfaction strategy. In some developed market economy countries, after more than 10 years of practice, customer satisfaction evaluation has gradually formed a relatively perfect specialized evaluation organization, and developed a series of effective measuring tools and methods. In China, customer satisfaction measurement has just entered the reference and experimental stage. In order to enable our enterprises to effectively and effectively carry out customer satisfaction assessment and prevent misunderstanding, the author believes that the following key aspects must be grasped: 1 confirm the purpose of the assessment Satisfaction measurement is different from the general physical measurement, it is to grasp the customers inner feelings and subjective values, and need to correct attitude, through the