论文部分内容阅读
3月28日,以“关注顾客感受,助力提质增效”为主题的“2015年度中国顾客满意度调查结果发布会”在中国标准化研究院召开,《2015年中国颐客满意度手册》同期出版发行。本次测评的指标主要以:品牌形象、性价比、满足需求程度、产品可靠性、服务质量(5项均为星级评定,5星为最高)。2015年,顾客满意度测评中心面向全国31个省(区、市)的250个城市,依据GB/T19038-2009《顾客满意测评模型和方法指南》等国家标准,采用随机抽样的方式,完成调查样本8万余份。从总体调查结果来看,2015年平均满意度比2014年提高0.2分,近3年呈现
On March 28, “2015 China Customer Satisfaction Survey Release Conference” was held on the theme of “Focus on Customer Experience, Boost Quality and Efficiency”, held at China National Institute of Standardization. “2015 China Customer Satisfaction Degree Manual ”issued over the same period. The main indicators of this evaluation are: brand image, cost performance, to meet the demand level, product reliability, quality of service (5 are star rating, 5 stars for the highest). In 2015, the Customer Satisfaction Assessment Center is open to 250 cities in 31 provinces (autonomous regions and municipalities) in China and conducts surveys based on GB / T19038-2009 “Customer Satisfaction Measurement Model and Method Guide” and other national standards by adopting a random sampling method Sample 80,000 copies. From the overall survey results, the average satisfaction rate in 2015 is 0.2 points higher than that in 2014 and nearly three years are present