How to establish a customer satisfaction evaluation system

1. Formulate evaluation indicators.

Customers focus on the product is nothing more than four aspects, namely product quality, product quality, product service, product value, enterprises need to truly understand the psychological needs of customers, from the perspective of customers to develop a good satisfaction evaluation index, through this indicator to understand customers, such as product quality problems, product comparison, product after-sales service response and so on, in the customer to buy products at different stages to provide appropriate service content, after the index is determined, It can be better implemented within the enterprise, so that employees can understand how to provide services to make customers satisfied.

2. Understand customers through market research.

Whether customers are satisfied with the company's products and services, it is necessary for enterprises to understand the real needs of customers, and the evaluation of enterprise products and services is the customer, and the perspective of enterprises and customers is different, so often sometimes the perspective of different perspectives will produce great differences, and enterprises need to take multiple market surveys to understand different customer groups, and get really valuable content through questionnaires and so on. This kind of data can guide the company to establish a perfect customer satisfaction evaluation system.

3. The enterprise establishes a relevant assessment mechanism.

The customer satisfaction evaluation system is mainly to provide customers with more comprehensive services, establish a relevant assessment mechanism within the enterprise, so that employees within the enterprise can understand the role and importance of the assessment mechanism, and different system departments need to cooperate with each other to improve the customer service mechanism.

4. Enterprises establish improvement mechanisms.

The needs of customers in different periods are different, if you want to improve the satisfaction of customers, you need to continuously improve and optimize the customer satisfaction evaluation system, and the customer demand survey needs to have real changes in order to be effective, and the enterprise needs to issue orders to each department and adjust it according to the actual implementation effect.

The establishment of a customer satisfaction evaluation system is very helpful for enterprises, so that the satisfaction of customers with the enterprise can be greatly increased, so as to enhance the dependence of customers on the enterprise, so as to retain more high-quality customers.

The service satisfaction evaluation is written as follows:

1. It depends on the efficiency of the waiter's work, and evaluates it from the time of his service and whether it is timely.

2. Evaluate the waiter's personal image and literacy, professional skills and polite language.

3. When writing an evaluation, you should concisely write the advantages and disadvantages of the waiter, and put forward how to correct the deficiencies and make his work more perfect. Give some encouragement to make them more confident to make progress.

Strategies to improve customer satisfaction

Satisfaction is the gap between the customer's perceived benefits and their expectations, and it is a psychological perception. In order to improve customer satisfaction in marketing activities, the following aspects should be started:

First, improve from the aspect of customer satisfaction indicators

There are two levels of customer satisfaction: one is satisfaction in the sense of behavior, and the other is satisfaction in the economic sense. Customer satisfaction in the behavioral sense is a continuous state gradually accumulated by consumers in previous purchase activities, and it is an emotional appeal formed after long-term precipitation.

It is an overall feeling that is not limited to the two states of "satisfaction" and "dissatisfaction".

Customer satisfaction in an economic sense can be understood in terms of its importance. According to research, when the customer service of the enterprise is at the average level, the customer response is not large; Once the quality of its services is improved or lowered to a certain extent, customer praise or complaints will increase exponentially.

Second, improve the quality of service

Due to the intangibility of services, the simultaneous emergence and disappearance of consumption, the quality is not only related to the service provider, but also to the mood and preferences of the service recipient. Therefore, in the process of improving the quality of service, the first is to have a scientific standard to bury accurate.

Customers are divided into internal customers and external customers, and the following is the construction of the external customer satisfaction index system

1. Establish evaluation indicators.

1. First of all, what should customers pay attention to? Generally speaking, there are four customer concerns: quality (product or service), ** (internal is cost), timeliness and accuracy of service provided, and superiority (that is, vanity).

2. Secondly, the purpose of the establishment of the customer satisfaction index system should be clarified: one is to cultivate customer loyalty, the other is to understand the complaints and needs of customers (VOCs), and at the same time guide internal improvement.

3. On the basis of the above, you can start the design of the customer satisfaction index system, the general evaluation indicators are: product failure rate (to measure quality), level comparison (and competitors of similar products), after-sales service response rate (if there is an installation and delivery process, it is also included, as soon as there is a demand to respond to often get the user's forgiveness, from unhappiness to a sense of respect), after-sales service problem solving rate (service is timely, But failing to solve the problem three or five times will increase the user's doubts).

2. Determine the appropriate investigation method and carry out the investigation.

First of all, it should be clear that the customer satisfaction is evaluated by the customer and not by himself, but often the customer's perception of the product is just an impression, and the customer is often not willing to spend too much time remembering the problems of those products or services, so the appropriate survey method is very important. At present, the survey methods include questionnaires, **, in-depth interviews, focus interviews, and technical exchange meetings. What kind of form to take depends on the specifics, and I would like to emphasize here that no matter what kind of survey method involves the design of a questionnaire survey, this is the key, on the one hand, through the questionnaire design can ask the really valuable content, on the other hand, the questionnaire design questions must be able to guide the direction of internal improvement.

3. Establish an assessment mechanism for customer satisfaction within the enterprise.

In response to the results of the questionnaire survey, the enterprise should establish a corresponding assessment mechanism and implement rewards and punishments for the survey results.

Fourth, establish an improvement mechanism.

The results of the questionnaire survey must be sorted out from beginning to end, and specific improvement items must be sorted out and sent to the corresponding departments, and follow-up management must be implemented.

After completing the above four steps, management standards should be formulated accordingly, and the customer satisfaction system will be established.