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Market-Expert (Shanghai) Co.Ltd
Add：1F, Material building,Shanghai Jiao Tong University,No.55 West-Guangyuan Road,Shanghai China
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Customer Satisfaction Research
一、 Definition
CSR：A research method that in order to reduce consumer complaints and loss, increase repeatedly purchases behavior, create good reputation, improve enterprise competitiveness and profitability, we analysis the factors affect consumer satisfaction, find the relationship among factors, satisfaction and behavior, so that we can change consumer behavior ,establish loyalty by improving key factors with optimization cost.
二、 Application value
Following aspects
1、 Understand consumer requirements and expectations for product or service
2、 Value enterprise and main competitors performance of meeting consumer requirements and expectations
3、 Confirm factors affecting consumer satisfaction establish priorities for product or service improvement, so that we can use resource to improve consumer satisfaction more effectively.
4、 Make standard of quality management for corporation.
三、 Process |
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Customer type discrimination: consideration must be given to the customer categories are: past, present, potential customer
Determine the key evaluation index: One is through the enterprise internal management / employee interview to understand the internal staff understanding on customer satisfaction, two is the interview to their evaluation criteria.
Customer demand satisfaction measurement: this part is the main part, adopting the quantitative research method; using quantified grading were measured |
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