We are in the public service industry and want to make a customer satisfaction survey, how do you do

First of all, the implementation plan and questionnaire of customer satisfaction survey are formulated, and the survey implementation plan is as follows:

Purpose and scope of the survey.

Purpose: To monitor and measure customer satisfaction, understand and grasp the customer's demand information for this product and service, and take timely measures to meet customer needs and improve customer satisfaction.

Scope: sales customers, consumers, sales personnel.

Survey timeline.

Survey frequency. Survey Method.

Survey Requirements. After the survey, the collected survey sample information should be sorted out and analyzed, and an analysis and improvement report should be issued, so as to seek opportunities for improvement and put forward suggestions for improvement.

Compile and transmit investigation reports and related reports.

Prepare the "Customer Satisfaction Survey Report", and after being confirmed by the leader, it will be reported to the leader and relevant departments.

According to the various problems raised in the "Customer Satisfaction Survey Report", organize relevant departments to take measures to rectify and continuously improve.

First of all, set up the items and categories of services provided by each department, determine the problems to be collected, and set up evaluation criteria, such as excellent, good, average, very poor! The evaluation is based on a score, such as 10 points for excellent, 8 points for good, and so on! According to the evaluation results of data analysis, for guests to choose to determine the evaluation of a certain service, the service industry opinion collection is inseparable from the analysis of hardware and software (service), such as housekeeping:

The air quality of the room, the cleanliness of the guest facilities, the service attitude of the staff, the convenience of handling related business, etc.

Customer satisfactionThe methods of the survey are:

Questionnaires.

It's one of a kindThe most commonly used method of customer satisfaction, degree data collection。The questionnaire contains many questions, and the respondent needs to choose the corresponding answer to the question according to the preset **, and the customer evaluates the company's service quality, customer service work and customer satisfaction level from their own interests. It also allows respondents to ask questions in an open-ended way, allowing them to grasp their thoughts in more detail.

Collection of secondary materials.

Most of the secondary materials are passedObtained by public publications, networks, and research companiesThere may be shortcomings in terms of the level of detail and usefulness of the data, but it can be an important reference before we conduct an in-depth investigation. Especially when designing the questionnaire, secondary information can provide us with a general outline of the industry, which helps the designer to grasp the questions to be investigated.

Interview research.

Including:Internal interviews, in-depth interviews, and focus interviews.

Internal interviews are an important addition to the confirmation of secondary information. Inside interviews are the best way to find out what business managers think about the projects they want to work on, and they are also the best way to find out about business problems.

In-depth interviews are typical user interviews that are carried out when necessary to make up for the shortcomings of questionnaires. An in-depth interview is a one-on-one conversation about an argument, in which a series of questions are asked in order to find out the interviewee's opinion on something or the reason for a certain behavior.

Focus interviews are conducted by a company-trained interviewer to guide 8 12 people (customers) to have an in-depth discussion about a topic or concept. Focus interviews often avoid using straightforward questions, and instead use indirect questions to stimulate spontaneous discussion among participants, which can inspire participants to be in the first place"Feel safe"to speak freely and discover important information.

The goal of a customer satisfaction survey.

At the heart of the survey is to determine the extent to which products and services meet the desires and needs of customers. In terms of its research objectives, the following five objectives should be achieved:

1. Identify the key performance factors that lead to customer satisfaction;

2. Evaluate the satisfaction index of the company and the satisfaction index of the main competitors;

3. Judge priorities and take correct actions;

4. Control the whole process;

5. Product upgrading and product upgrading.

To run a good customer satisfaction survey, here are some key steps and considerations:

1.Set clear goals: Determine the purpose of the investigation and the information you need to know, such as product quality, service satisfaction, etc.

3.Develop a questionnaire or interview guide: Design concise questions to ensure you get useful feedback. Pay attention to the order and logic of the questions.

4.Select the appropriate sample: Select a representative sample according to the target group and the purpose of the survey to ensure the reliability and representativeness of the results.

5.Establish effective communication channels: Explain the purpose and importance of the survey to customers and make sure they are willing to participate in the survey and provide honest feedback.

6.Analyze and interpret the results: Perform statistical analysis of the collected data to find out the problems and the direction of improvement. Take care to compare the results with past survey data to assess the effectiveness of the improvements.

Conduct surveys for specific groups: Different customer groups have different needs and expectations, and surveys for specific groups can provide a more accurate understanding of their satisfaction and needs.

Conduct regular surveys: Customer needs and satisfaction change over time, and regular surveys can keep you informed of changes and take appropriate measures.

Pay attention to customer feedback: The feedback provided by customers is a valuable resource, and it is necessary to respond in a timely manner and make reasonable suggestions to enhance customer satisfaction.

Share survey results with employees: Share survey results with employees to let them understand customer feedback and needs so they can better serve their services.

It measures whether a company can meet the relevant requirements and degree of customers. From a professional point of view, it is a key factor in determining customer satisfaction, so it is necessary for companies to conduct customer satisfaction surveys.

1. Determination of the subject of the investigation.

With a large number of customers, it is almost impossible to survey all of them one by one. Therefore, it is necessary to select a subset of customers to be the subject of the survey. However.

Which part of the customer is surveyed and how much? Therefore, when formulating a survey plan, it is important to consider different customer groups and conduct corresponding surveys.

2. Selection of investigation methods.

The general survey methods used are mailed questionnaires, interviews, personnel interviews, etc., and the specific methods used should be determined according to the specific situation of the enterprise and the focus of the survey content. In general, the mailing of questionnaire feedback information takes the longest, the response rate is the highest, and the access to feedback information is the fastest.

3. The focus of the survey content.

The content of the survey can involve all aspects of the company's services, predictive customer satisfaction surveys. This survey is very important for an enterprise, through the survey can understand the needs and desires of consumers, predictably meet the needs and expectations of customers, so that enterprises can continuously improve product development capabilities, service awareness, formulate marketing policies to adapt to the market, and continuously improve customer loyalty. Predictive customer satisfaction surveys are the starting and ending points of external satisfaction surveys.

4. Adjust and weight customer satisfaction indicators.

For different products and services, the same indicator has different effects on customer satisfaction. After-sales service is a very important factor for the consumer durables industry, but the opposite is true for the FMCG industry. Therefore, the weight of the same indicator in different indicator systems is completely different.

Only by giving appropriate weight to different factors can customer satisfaction be objectively and truly reflected.

5. Improve planning and execution.

After the scientific analysis of the collected customer satisfaction information, the enterprise should immediately check its own work process, carry out self-examination and self-correction under the principle of "focusing on the customer", find out the process that does not meet the customer satisfaction management, formulate the improvement plan of the enterprise, and organize the implementation of the enterprise employees to achieve customer satisfaction. In order to receive the best results of customer satisfaction surveys, it is necessary to pay attention to every link.

First, the principle of satisfaction is an indicator to measure the quality of enterprise service. The customer satisfaction survey should adhere to the principle of comprehensiveness, objectivity and respect for customer opinions, so that the survey results can effectively reflect the service quality of the enterprise.

II. Scope of Investigation Individuals or units that directly receive services.

3. Survey Methods The survey results were obtained through interviews and the issuance of the "Service Quality Satisfaction Questionnaire". The content of the survey should be set up to comprehensively and objectively reflect the quality of service.

51 surveys, make surveys easier and more convenient!

Customer satisfaction survey.

Plagiarism is directed at the use of the company's products or.

BAI is a survey conducted by customers of the service to determine the degree of satisfaction with the company's products or services, and the customer is dissatisfied with the situation. The aim is for the company to make improvements and improvements in response to dissatisfaction.

Customer satisfaction surveys are generally conducted at the end of the year or in the middle of the year, in the form of questionnaires, and the delivery methods are fax or courier.

The content of the customer satisfaction survey form should include the customer's name, address, contact person, **, as well as the time and method of ordering products. The most important part is to evaluate from the quality, quality, delivery time or after-sales service, and the evaluation registration is divided into 4 categories, satisfied, relatively satisfied, general and unsatisfied, of which dissatisfaction can explain the reasons. Finally, at the bottom of the **, there needs to be the customer's signature or the company's seal to ensure the authenticity of the customer satisfaction survey.

Clarify the purpose of the investigation.

Select the investigator and respondent of the survey.

Design and selection of investigative tools.

Identify the survey questions.

A scale of satisfaction.

Design the format of the report and how the data is organized.

How to conduct customer satisfaction surveys.

Customer satisfaction survey process.

Customer satisfaction surveys are used to measure the extent to which a business or industry meets or exceeds the expectations of customers when purchasing products. The process of measuring customer satisfaction is called customer satisfaction surveys.

It can identify those key factors that are directly related to customer satisfaction or dissatisfaction (reflected in statistical indicators, sometimes called performance indicators), and measure statistics according to customer perceptions of these factors, and then obtain comprehensive customer satisfaction indicators. It is also the fastest-growing and most widely used survey technology in the marketing research industry in recent years.

What does a customer satisfaction survey consist of?

Customer satisfaction is also known as the customer satisfaction index. I.

We often say that the customer is God, so how to measure the customer.

Customer satisfaction refers to the degree to which customers are satisfied with the actual feelings and expectations of the product. Customer satisfaction measurement and evaluation.

It is an important means for enterprises to grasp customer needs and expectations and implement customer satisfaction strategies according to their own business objectives and customer concerns. In some countries with developed market economies, enterprise customer satisfaction evaluation has been practiced for nearly 20 years, and a relatively complete professional organization has been gradually formed, and some effective measurement work and methods have been developed.

1. Determine the subject of the investigation.

62616964757a686964616fe4b893e5b19e31333431373234 The subject of the survey is the aspects that the company intends to improve in the short term.

The subject of the survey must be of high interest to or relevant to employees.

The subject of the survey should be an aspect that needs to be taken into account the opinions of employees.

2. Determine the method of investigation.

Online anonymous questionnaire and sampling interview.

3. Prepare a questionnaire.

The questions of the questionnaire should be centered around the theme of the survey.

In order to ensure the authenticity of the survey results, two or three questions can be used to ask questions from different angles.

The choice of questions should be reasonable, so that employees can choose from them, rather than not having to do anything about them.

If the gender or rank of the person participating in the survey will affect the results of the survey, the gender or rank information of the person will be collected in the question.

In addition to the questions to investigate employees' opinions, the questionnaire should also have questions to collect employees' suggestions; In addition to multiple-choice, multiple-choice, and true/false questions, there must also be open questions, so as not to miss the real ideas of employees in other questions.

4. For the implementation of the survey.

Before the investigation is carried out, it is necessary to communicate with the management departments.

For employees who want to participate in the questionnaire survey, they should do a good job of publicity before the survey, and clarify the form and time of the questionnaire survey.

Pay attention to the questionnaire setting of the online questionnaire to avoid repeated questions and answers.

Offline interviews are conducted with representative employees based on department, rank, gender, etc.

5. Analysis of survey results.

The questions of the questionnaire can be analyzed individually or cross-sectionally, depending on the purpose of the survey.

Topics around the same survey point are summarized to draw conclusions oriented to the survey topic.

The final analysis results should be combined with the data in the daily management process of the offline interview, such as the onboarding interview of new employees, the follow-up interview of old employees, and the reasons for employee turnover.

6. Feedback on the survey results.

Feedback to the company should include personnel participation, survey results and data, problem summaries and reasonable suggestions. If necessary, the results of the survey can also be organized according to the departmental structure.

Feedback to employees should be divided into three steps: first, after the survey, feedback the results of the survey with employees, and thank employees for their active participation and suggestions; second, the company's general solution direction for the problems reflected in the questionnaire survey; Third, after the problem is solved, the employees who put forward feasible suggestions will be publicly (anonymously) praised.

Employee feedback is a must, which is a very important step to ensure that employees participate in the survey and improve their sense of belonging to the company.