“ CS”是英文“用户满意”的缩写。 CS管理是以用户满意为核心，强化满意服务，提高企业市场竞争力的一种新型的企业经济管理模式和现代化管理方法。二十世纪九十年代流行于西方发达国家工商界。一九九六年，中国企业在改革开放中导入 CS战略，并开始研究探索用户满意管理的 “CS” is an abbreviation for “user satisfaction” in English. CS management is a new type of enterprise economic management mode and modern management method, which is based on customer satisfaction, strengthens satisfactory service, and enhances the market competitiveness of enterprises. In the 1990s, it was popular in the industrial and commercial circles of Western developed countries. In 1996, Chinese enterprises introduced the CS strategy in the process of reform and opening up, and began to study the exploration of user satisfaction management.