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阿尔卡特—朗讯是一家跨国通讯公司,在全球各个国家和区域都有客户和分部。由于通讯行业服务特殊性,以及成本和时间的限制,采用传统的面访/传真/电话的调查,很难适时获取大量客户满意的第一手信息,必须建立一套相对科学的数据采集方法和一个可以支持调查/分析各类数据的软件系统,从而得到相对客观完整的数据来支持公司的持续改进。本文将就本公司基于网络调查的客户满意管理的思路和经验进行介绍。
Alcatel-Lucent is a multinational communications company with customers and divisions in all countries and regions around the world. Due to the particularity of the services in the telecommunications industry and the cost and time constraints, it is difficult to obtain first-hand information on a large number of customer satisfaction in a timely manner using traditional interview / fax / telephone surveys. Therefore, we must establish a relatively scientific data collection method and A software system that can support the investigation / analysis of various types of data to obtain relatively objective and complete data to support the continuous improvement of the company. This article will introduce the company’s network management based on the idea of customer satisfaction management and experience.