Customer satisfaction
顾客满意度指数customersatisfactionindex简称CSI
感受的对象是客观的，结论是主观的。
层次性：
如餐馆饭菜口味
不同层次(不同地区、阶层、一个人在不同条件)需求的人对产品和服务 的评价标准不同。 如以前购物排队,现在超市自选 相对性： 阶段性： 如骑自行车与开车 顾客满意程度与顾客对产品的熟悉程度有关。满意与不满意有相对性。
产品具有寿命周期，服务也有时间性；
烈程度是前所未有的。主导权开始转移到顾客的手中，不能
从顾客的角度出发考虑问题， 不能使顾客满意的企业， 注定要被淘汰出局
顾客满意管理
品 质 是 竞 争 的 关键
吉得泰
实施顾客满意管理必须坚持的原则
全程性原则
所谓全程就是指实施CS战略不能只局限于产品的前期研究开 发阶段，企业实施CS管理必须贯穿于从开发决策、设计、生 产、销售直至交付顾客使用及提供售后服务的全过程。 顾客满意
业绩
薪资
硬 +软
去留 态度
价值观+习惯+环境+
绩效
能力
由个人因素 决定
升降
知识+技能
预期理论
CS＝f（售前预期，售后表现） 顾客忠诚=f（顾客满意度，转移障碍，顾客口碑）
顾客的满意程度将会导致三个基本结果：顾客流失、顾客抱怨和顾客忠诚。
预期愿望理论
期望（expectations）与愿望（desires）的区别：
顾客满意管理的实施步骤
制订顾客满意度调研计划
有了周密的计划，才能保证调研的有序、有效进行，避免出现误导 或错误的信息。
选择有一定声誉的专业咨询顾问公司来实施调研
专业机构的水平关系到调研结果的正确性、可靠性、有效性、公正 性。
增加客户满意度 英语作文
增加客户满意度英语作文How to Increase Customer Satisfaction。
Customer satisfaction is the key to a successful business. Happy customers are more likely to return and recommend your products or services to others. Therefore, it is essential to focus on increasing customer satisfaction. Here are some tips on how to do it.1. Understand your customers。
The first step in increasing customer satisfaction is to understand your customers. You need to know their needs, preferences, and expectations. Conduct surveys, gather feedback, and analyze customer data to gain insights into what your customers want.2. Provide excellent customer service。
Providing excellent customer service is crucial toincreasing customer satisfaction. Train your staff to be friendly, helpful, and knowledgeable. Respond promptly to customer inquiries and complaints. Make it easy for customers to reach you through multiple channels, such as phone, email, and social media.3. Offer high-quality products or services。
消费者满意英语
消费者满意英语Consumer Satisfaction in EnglishConsumers are the lifeblood of any business, and their satisfaction is crucial for the success and growth of a company. In today's highly competitive market, where customers have a vast array of options, providing a satisfactory experience has become a crucial factor in attracting and retaining loyal customers. Consumer satisfaction is not only about the quality of the product or service but also about the entire customer journey, from the initial interaction to the post-purchase support.One of the key aspects of consumer satisfaction is the quality of the product or service. Customers expect a certain level of quality, and if their expectations are not met, it can lead to dissatisfaction and potential loss of business. Companies must invest in research and development to ensure that their products or services are of the highest quality and meet the ever-changing needs and preferences of their target market. This includes staying up-to-date with the latest trends, technological advancements, and industry standards.Another important factor in consumer satisfaction is the customerservice experience. Customers want to feel valued and respected, and they expect prompt and efficient assistance when they have questions or concerns. Companies must invest in training their customer service representatives to be knowledgeable, empathetic, and responsive to the needs of their customers. This can include providing easy access to customer support channels, such as phone, email, and live chat, and ensuring that customer inquiries are addressed in a timely manner.In addition to product quality and customer service, the overall customer experience is also a crucial factor in consumer satisfaction. This includes everything from the ease of navigating a company's website or physical store to the overall ambiance and atmosphere. Companies must strive to create a seamless and enjoyable customer experience that makes the customer feel valued and appreciated.One way to achieve this is by leveraging technology to enhance the customer experience. For example, companies can use data analytics to better understand their customers' preferences and behavior, and then use this information to personalize the customer experience. This can include tailored product recommendations, personalized marketing messages, and customized loyalty programs.Another important aspect of consumer satisfaction is the company's responsiveness to customer feedback. Customers want to feel heardand valued, and they expect companies to take their feedback seriously and make improvements based on their input. Companies must have mechanisms in place to collect and analyze customer feedback, and then use this information to make informed decisions about product development, customer service, and overall business strategy.In today's digital age, social media has also become a crucial platform for consumer engagement and feedback. Companies must be proactive in monitoring and responding to customer reviews and social media conversations, and use this information to improve their products, services, and overall customer experience.Finally, companies must also consider the ethical and social responsibility aspects of their business practices. Consumers are increasingly aware of the impact that companies have on the environment, society, and their local communities, and they expect companies to be transparent and accountable for their actions. Companies that prioritize sustainability, diversity, and social responsibility are more likely to earn the trust and loyalty of their customers.In conclusion, consumer satisfaction is a multifaceted and complex concept that requires a holistic approach. Companies must focus on product quality, customer service, customer experience,responsiveness to feedback, and ethical and social responsibility to ensure that their customers are satisfied and loyal. By prioritizing these key elements, companies can differentiate themselves from their competitors and build a strong and sustainable business.。
顾客满意(Customer Satisfaction)
3. During the OWNERSHIP experience, the customer compares perceived “Performance” to the previously formed EXPECTATIONS.
If the “Performance” meets or exceeds EXPECTATIONS, the customer is satisfied, but if “performance” falls short of EXPECTATIONS, the customer is dissatisfied.
Customer measures and rates his/her Satisfaction as a result of comparison process. Prior to the purchase and consumption of a product/service, a customer establishes various expectations concerning the “Performance” of the product/service.
Therefore, customer expectations play the role of defining the standard against which subsequent “Performance” is judged.
2. There are a variety of factors influence customer expectations, and hence, ultimate satisfaction level.
顧客滿意 / Customer Satisfaction
Customer Satisfaction Measuring顾客满意度调查程序(中英文)
1.0 Purpose 目的The purpose of this procedure is to ensure that customer satisfaction is measured systematically and certain actions are taken for future improvement.本程序确保针对客户满意度有系统地进行监测，并采取措施积极改进2.0 Scope 范围All customers input and perception on the company, product and service provided.本程序覆盖所有对公司、产品以及服务有所需求的客户。
3.0 Definitions 定义None/无4.0 Responsibility and authority 职责与权限4.1 AQPdept.项目部：1) is responsible to draw up, send and collect of Customer Satisfaction Survey.负责客户满意度调查表的编制，发出，接收和统计。
4.2 Quality dept.质量部:1) is responsible to statistic and inform related responsible department to analyze and takeactions to correct and improve those unsatisfactory aspects.客户不满意问题的整理，并通知相关责任部门去分析并采取措施纠正提高客户满意度。
2) follow-up and verify the effectiveness of actions.负责对措施的跟踪和验证。
4.3 Related responsible Dept, in questionnaires.客户满意度调查表中的相关责任部门5.0 Procedure 程序5.1 Customer Satisfaction Management 顾客满意度管理Information and data related to customer satisfaction are acquired from quality performance data and from customer feedback and complaints, to include one or more of the following：有关顾客满意的信息和数据来自于质量绩效数据和顾客抱怨和反馈，包括下面一项或更多项：a) Delivered part quality performance 交付产品的质量绩效b) Delivery schedule performance 交付及时性绩效c) Customer complaints and feedback 顾客抱怨和反馈d) Customer disruptions and field returns 顾客的中断和返回e) Customer satisfaction surveys 顾客满意调查f) Customer notifications 顾客通告g) Awards and recognitions from customers, associations and consumer groups顾客，团体和消费群体的表彰和承认h) Business reports 业务报告i) Lost business失去的业务Results of initial process studies and statistical data from process monitoring are compiled and evaluated monthly by the Quality Department. Conclusions are compared to those from preceding periods, to identify trends.来自于过程监控的初期过程能力研究结果和统计数据由质量部门每月编辑和评价,比较以前的那些结论然后识别趋势.5.2 External Survey on Customer Satisfaction(Applied for all customers)顾客满意度的外部调查(适用于所有客户)5.2.1 Ways of Survey on Customer Satisfaction 顾客满意度的调查方式(1) Keep in touch with customers and call on the customers regularly保持与顾客沟通，定时拜访顾客(2) Receiving complaints and confirm customers, opinions after the processing of complaints接收投诉并确认投诉处理后顾客的意见(3) Questionnaire问卷调查5.2.2 Questionnaire in Customer Satisfaction Survey 顾客满意度的问卷调查方式5.2.2.1 Customer satisfaction Survey can be sent by:客户满意度问卷通过以下途径发放：a) If possible, every year AQP should arrange visits to customers and fill CustomerSatisfaction Survey with customers together. All results/feedbacks must be recorded.可行时，每年项目部都应该组织客户拜访并同客户一起填写客户满意度问卷。
supermarket customer satisfaction -回复
supermarket customer satisfaction -回复超市顾客的满意度是影响超市业务和利润的重要因素之一。
一个顾客满意的超市，不仅能够保持现有顾客的忠诚度，还能够吸引新顾客并增加销售量。
因此，了解顾客的需求和提高他们的满意度是超市经营成功的关键所在。
首先，要提高超市顾客的满意度，就需要了解顾客的需求。
超市可以通过市场调研、顾客反馈和观察顾客行为等方式来获得这些信息。
通过分析顾客的购买习惯、偏好和需求，超市可以调整产品种类和进货渠道，以满足顾客的需求。
此外，超市还可以设置顾客满意度调查和意见箱等反馈机制，以便顾客可以直接提出意见和建议。
通过不断了解顾客的需求，超市可以及时调整经营策略，提供更好的服务，从而提高顾客的满意度。
其次，要提高超市顾客的满意度，就需要提供良好的购物体验。
超市可以通过合理的商店布局和产品陈列，创造一个舒适、整洁和有序的购物环境。
此外，超市员工的态度和服务质量也是影响顾客满意度的重要因素。
超市可以通过培训员工、提高服务意识和积极参与顾客互动等方法，提高员工的专业素质和服务水平。
同时，超市还可以提供一些增值服务，如礼品包装、免费试吃和小礼品赠送等，以提升顾客的购物体验和满意度。
超市还可以通过营销和促销活动来提高顾客的满意度。
超市可以根据顾客的需求和偏好，定期推出一些促销活动、特价商品和会员优惠，以吸引顾客的关注和购买欲望。
此外，超市还可以开展一些特殊活动，如抽奖、赠品和积分换购等，激励顾客参与购物活动并增加他们的满意度。
通过针对性的营销活动，超市可以增加销售量和顾客忠诚度，提高顾客的满意度。
最后，超市还可以通过建立客户关系管理系统来提高顾客的满意度。
该系统可以记录顾客的购买记录、偏好和反馈信息，并通过个性化的推荐和定制服务提供针对性的建议和优惠。
通过建立与顾客的密切联系和交流，超市可以提高顾客的满意度，增加重复购买和口碑传播的机会。
总结起来，超市顾客的满意度对于超市业务的持续发展和利润的增长至关重要。
Customer Satisfaction(精)
Therefore, customer expectations play the role of defining the standard against which subsequent “Performance” is judged.
2. There are a variety of factors influence customer expectations, and hence, ultimate satisfaction level.
3. During the OWNERSHIP experience, the customer compares perceived “Performance” to the previously formed EXPECTATIONS.
If the “Performance” meets or exceeds EXPECTATIONS, the customer is satisfied, but if “performance” falls short of EXPECTATIONS, the customer is dissatisfied.
Harvard Business School study findings :
•Firms with higher level of customer loyalty (not
market share) enjoy higher pren industry .
客户满意试题及答案英文
客户满意试题及答案英文Customer Satisfaction Survey and Answers in EnglishIntroduction:Customer satisfaction is a critical metric for businesses, as it directly impacts customer loyalty, retention, and ultimately, the success of a company. This survey aims to assess the level of satisfaction among customers regarding the products or services provided by a company. The survey consists of a series of questions designed to gather insights into the customer's experience, their perception of the company's offerings, and their overall satisfaction.Section 1: Demographics1.1 What is your age group?- Under 18- 18-24- 25-34- 35-44- 45-54- 55 and above1.2 What is your gender?- Male- Female- Prefer not to say1.3 How often do you use our products/services?- Daily- Weekly- Monthly- Occasionally- First-time userSection 2: Product/Service Experience2.1 How would you rate the quality of our products/services? - Excellent- Good- Average- Poor- Very Poor2.2 How would you rate the value for money of ourproducts/services?- Excellent- Good- Average- Poor- Very Poor2.3 Were you able to find the information you needed about our products/services easily?- Yes, very easily- Yes, with some difficulty- No, it was difficult- No, I couldn't find it at all2.4 How would you rate the ease of use of ourproducts/services?- Very Easy- Easy- Neutral- Difficult- Very DifficultSection 3: Customer Service3.1 How would you rate the responsiveness of our customer service team?- Very Responsive- Responsive- Neutral- Not Responsive- Very Not Responsive3.2 How would you rate the helpfulness of our customer service team?- Very Helpful- Helpful- Neutral- Not Helpful- Very Not Helpful3.3 Were your issues or concerns resolved to your satisfaction?- Yes, completely- Yes, mostly- Somewhat- No, not really- No, not at allSection 4: Purchase Intentions4.1 How likely are you to recommend our products/services to others?- Very Likely- Likely- Neutral- Unlikely- Very Unlikely4.2 How likely are you to make a repeat purchase from us?- Very Likely- Likely- Neutral- Unlikely- Very Unlikely4.3 What factors would influence your decision to purchase from us again?- Quality of products/services- Price- Customer service- Brand reputation- Recommendations from othersSection 5: Feedback and Suggestions5.1 What do you like most about our products/services? (Open-ended question for qualitative feedback)5.2 What could we improve to enhance your satisfaction with our products/services?(Open-ended question for qualitative feedback)5.3 Do you have any other comments or suggestions?(Open-ended question for additional qualitative feedback)Conclusion:This customer satisfaction survey is designed to provide a comprehensive understanding of the customer's experience with our company. By analyzing the responses, we can identify areas of strength and opportunities for improvement. The feedback received will be invaluable in shaping ourstrategies and enhancing our offerings to meet and exceed customer expectations.Please note that the survey and answers provided here are a general template and can be customized to fit the specific needs and context of the company conducting the survey.。
建立顾客满意指标(CSI)
建立顾客满意指标(CSI)认识今天的顾客就是建立顾客满意的指标。
顾客满意指标是指用以测量顾客满意的项目因子或属性，英文简写为CCT(Customer Satisfaction Index)1.企业内部CSI企业内部"顾客"包含了企业内部的股东、管理者和员工等，提倡顾客满意也包括企业内部"顾客"的满意。
对企业内部"顾客"的满意测验可以了解企业的经营状态、福利水平和员工意见，对改进和提高企业管理水平是大有益处的。
(1)内部顾客满意指数。
①股东CSI。
股东作为企业的投资人，他们的满意指标非常简单，根据台湾钟清章教授的研究表明，股东GI主要包括六个项目:在年度结算时有不错的盈余和分红;企业能继续稳定地成长下去;劳资和谐无严重冲突;能尽到社会责任;以拥有优良的企业而骄傲并且有成就感;其他。
②管理者CSI。
管理者作为企业的成员之一，其特殊位置使他们与企业的生存与发展紧密联系，所以有独特的满意项目。
根据台湾钟清章教授的研究表明，主要包括如下十三方面:健全的薪金与退休或退职制度;个人生涯规划与晋升机会;好的企业文化;有自我表现的机会可以达到自我成就的愿望;有更多的学习机会;被上级欣赏重用;公司及个人均有发展前景;能自由发挥个人潜力;同事间合作愉快;公司的企业形象或社会地位良好;目前的工作对其个人未来发展和个人事业有帮助;有效率的管理制度及充分授权;其他。
③员工CSI。
员工CST可以参考2n世纪50年代末美国管理学家赫茨伯格的"保健因素一激励因素"模型中的职工"满意一没有满意与不满意一没有不满意项目":使职工非常不满意的因素:公司政策和行政管理、监督、与主管的关系、工作条件、薪水、与同级的关系、个人生活、与下级的关系、地位安全;使职工非常满意的因素:成就、认可度、工作本身、责任感、发展、成长。
(2)内部顾客满意企划。
satisfaction的用法总结大全
satisfaction的用法总结大全
Satisfaction的用法总结：
1. 名词用法：
- 满意度、满足感；如：job satisfaction（工作满意度）、customer satisfaction（客户满意度）
- 满足的需求或要求；如：meeting the satisfaction of all parties（满足各方的要求）
2. 形容词用法：
- 令人满意的；如：a satisfactory solution（令人满意的解决方案）
- 令人满足的；如：a satisfying meal（令人满足的一餐）
3. 动词用法：
- 使满意；如：I hope this will satisfy your needs（我希望这能满足你的需求）
- 满足（需求、要求等）；如：the product satisfies safety standards（该产品符合
安全标准）
4. 名词短语用法：
- 令人满意的结果；如：to one's satisfaction（符合某人的期望或要求）
5. 成语用法：
- 心满意足；如：contentment brings happiness and satisfaction（满意带来幸福）
总结以上所述，satisfaction可以作为名词、形容词和动词使用。
作为名词，指的是满意度或满足感；作为形容词，表示令人满意或令人满足的；作为动词，可以指使满意或满足需求。
此外，satisfaction还可以用作名词短语和成语。
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1960s 41%
1990s 82%
The Rapidly Changing Consumer
• The Consumer is More Savvy: – Internet Usage
Significant increase in those accessing
Those accessing are spending more time
More Savvy
More Demanding
The Rapidly Changing Consumer
• The Consumer is More Demanding:
– Across industries this New Consumer has higher expectations of service
billion dollars ✓100,000 employees fired
Profit focus
Customer focus
Who Are Today’s Customers?
The Rapidly nging Consumer
• As we have seen in many industries, the expectations and behavior by today’s consumer is much different than 20 years ago. Increasingly Time Poor
More Savvy
More Demanding
The Rapidly Changing Consumer
• The Consumer is More Savvy: Twice as many high school graduates today than 30 years ago.
High School +
– Shop at Home
– Express Check-in/ Check-out
The Rapidly Changing Consumer
• Increasingly Time Poor: Consumers have less time to shop. But will not trade-off quality service. . . – Express Auto Service Quik Lube
Customer Satisfaction
IBM’s Crisis
Too much emphasis on the external
image and profits while ignoring the customer demands
✓Market share decreased by 12 percent ✓Stock price dropped from 178$ to 50$ ✓Annual loss amounted to more than 8
- Speed is the worldwide financial network that transfers money at the rate of $41 billion a minute
- Speed is real-time responsiveness, 24 hours a day, 7 days a week
More Savvy
More Demanding
The Rapidly Changing Consumer
• Increasingly Time Poor: Consumers have less time to shop. But will not trade-off quality service. . .
Significant increase in those going online to shop
The Rapidly Changing Consumer
• The distant relationship between the naïve buyer and the expert seller...
The Rapidly Changing Consumer
• This has resulted in Consumers Demanding:
– What they want
– Where they want it
– When they want it
The Rapidly Changing Consumer
Naïve Buyer
“Expert” Seller
The Rapidly Changing Consumer …is going away!
Naïve “Expert”
Buyer
Seller
The Rapidly Changing Consumer
• As we have seen in many industries, the expectations and behavior by today’s consumer is much different than 20 years ago. Increasingly Time Poor
- Speed measures competitive advantage
The Rapidly Changing Consumer
• As we have seen in many industries, the expectations and behavior by today’s consumer is much different than 20 years ago. Increasingly Time Poor
– Banking and Trading on Internet
Speed is the New $$ Currency $$
The Rapidly Changing Consumer
Speed is a new currency:
- Speed is the shortening product lifecycles from years to months and sometimes weeks