KFB014满意度数据监控与整改流程优化方案.pdfVIP

定义：满意度数据

与整改的目的是提升客

户满意度，确保客户忠

开始

①自店满意度\厂家满意度

②每月查看专员制作的

客户满意度回访情况汇总表

和实时跟进厂家各满意度报

告下况

③查看满意

度是否达标

否是

⑤找出满意④继续保

度弱项问题持执行

并进行

分析

⑥制作满意度弱项分析报告⑦销售部/售后部和总经理开展满意度改善例会

⑧制作满意度弱项改善方案

及好相关部门和相关责

任人并进行标注

⑨执行

⑩实时监督改善情况和进

度.

结束

Definition:Satisfactiondatamonitoring

Thepurposeofrectificationistoimprove

customers

Customersatisfactionensurescustomerloyalty

开始

1Shopsatisfaction\Manufacturersatisfaction

2Checkthecustomerservicespecialisteverymonth

Summaryofcustomersatisfactionfollow-upsituation

andfollowupthemanufacturerssatisfactionreportinreal

time

Reporttheissuance

situation

3Checkandseesatisfied

Whetherthedegree

meetsthestandard

否是

5Finditandbesatisfied4ContinuetoI

nsurance

WeaknessQuestion持执行

Andmakethereason

分析

7Notifythesadepartment/after-sadepartmentandgeneralmanagertocarryoutregularmeetingon

6.Createasatisfactoryweaknessanalysisreport

satisfactionimprovement

8.Createasolutiontoimprovesatisfactionweaknesses

andimplementrelevantdepartmentsandrelevant

responsibilities

Appointandmark

⑨执行

10Real-timesupervisionandimprovement

度.

结束

满意度数据与整改执行流程说明及操作要点

作业指导书