顾客满意度测量（Customer satisfaction measurement）.docVIP

顾客满意度测量（Customer satisfaction measurement） Ppt documents may experience poor browsing on the WAP side. It is recommended that you first select TXT, or download the source file to the local view. Welcome friends to study customer satisfaction measurement One The goal that this study expects to achieve 1, understand the significance of the evaluation of customer satisfaction in 2, grasp the basic theory of design and sample questionnaire selected 3 questionnaires, and master the basic statistical analysis method, 4 master questionnaire analysis computer implemented 5, master the basic method of customer satisfaction assessment released and display Two The main content of study First, customer centered strategy and customer satisfaction measurement two customer satisfaction measurement, the development of three, questionnaire design and sample selection, four questionnaires and statistical analysis method, five satisfaction index evaluation, publish and display Three 1, customer replacement supplier reasons 1% due to the death of 3% people to change the 5% place of business for other friends 9% competitors customers 14% customers are not satisfied with the service of 68% frontline staff indifference Four 2 lose customers and lose the market 24 hours to 12 friends about 23 people will know that there will be 72 people usually know 25 dissatisfied customer complaints 2X30X12X25X20=360000 only a little swan 1:25:8:1 Good news goes on crutches for a week after 72 hours, qiuckly! Five 3, the customer can not be God The customer is God, and under the cover of these moving slogans, the interests of the customers are not respected, and the requests of the customers are ignored. This is actually a fool of the customers. The customer from heaven back to earth, the customer from God for president, the customer becomes a true to life entity, the formation of a customer oriented business principles, so that your business achieved solid and lasting success. Six Cultivation of custom