Customer Satisfaction Evaluation

Author: Liu Yu
Publisher:
Publish Date: 2003-08-01
Features: This book is compiled based on the completion of the project "Research on Customer Satisfaction Evaluation System" by the Beijing Municipal Education Commission Science and Technology Program in April 2002, and the completion of the "Research Report on Customer Satisfaction Evaluation System." It conducts an in-depth and meticulous study on customer satisfaction evaluation and proposes its own evaluation system. The main contents include: customer satisfaction strategy, the significance of customer satisfaction evaluation, the theoretical model of customer satisfaction evaluation, the methods of customer satisfaction evaluation, the survey plan of customer satisfaction evaluation, the technology of customer satisfaction evaluation, the analysis of customer satisfaction evaluation, the report of customer satisfaction evaluation, and case studies of customer satisfaction evaluation, among others. This system develops the theory and technology of customer satisfaction and provides a feasible solution for enterprises to conduct customer satisfaction evaluation.