客戶(hù)滿(mǎn)意度調(diào)查分析報(bào)告書(shū)

18年客戶(hù)滿(mǎn)意度調(diào)查分析報(bào)告一、調(diào)查目的，發(fā)現(xiàn)提升效勞質(zhì)量的時(shí)機(jī)，并尋二、測(cè)評(píng)流程三、調(diào)查對(duì)象四、調(diào)查方式六、調(diào)查內(nèi)容1產(chǎn)品質(zhì)量保證2產(chǎn)品數(shù)量保證重要性權(quán)重 見(jiàn)的反應(yīng)時(shí)效結(jié)果繼續(xù)合作的意愿綜合評(píng)價(jià)戶(hù)建議僅作改良參考比例重應(yīng)根據(jù)每年的統(tǒng)計(jì)分析3456789七、評(píng)價(jià)標(biāo)準(zhǔn)表3]〕評(píng)價(jià)結(jié)果評(píng)價(jià)結(jié)果非常滿(mǎn)意較滿(mǎn)意一般不滿(mǎn)意很不滿(mǎn)意得分54321大大超出期根本符合期期望超出期望在期望之下大大低于期望望望查項(xiàng)按不同重要性權(quán)重加權(quán)計(jì)算以獲得滿(mǎn) 八、結(jié)果分析470476303400610很不滿(mǎn)意0030022041定0030012346ABCDF各項(xiàng)調(diào)查的滿(mǎn)意度比例非常滿(mǎn)意較滿(mǎn)意一般不滿(mǎn)意很不滿(mǎn)意0.0%0.0%產(chǎn)品包裝、外觀(guān)造型50.0%25.0%25.0%0.0%0.0%產(chǎn)品價(jià)格0.0%0.0%100.0%0.0%0.0%交貨期限25.0%50.0%25.0%0.0%0.0%業(yè)務(wù)人員態(tài)度0.0%75.0%25.0%0.0%0.0%業(yè)務(wù)人員配合度0.0%50.0%50.0%0.0%0.0%0.0%對(duì)投訴的處理結(jié)果0.0%0.0%與競(jìng)爭(zhēng)對(duì)手的綜合比擬0.0%0.0%75.0%25.0%0.0%客戶(hù)繼續(xù)合作的意愿25.0%75.0%0.0%0.0%0.0% 產(chǎn)品質(zhì)量保證產(chǎn)品數(shù)量保證產(chǎn)品包裝、外觀(guān)造型產(chǎn)品價(jià)格交貨期限業(yè)務(wù)人員態(tài)度業(yè)務(wù)人員配合度對(duì)投訴和意見(jiàn)的反應(yīng)對(duì)投訴的處理結(jié)果與競(jìng)爭(zhēng)對(duì)手的綜合比擬客戶(hù)繼續(xù)合作的意愿客戶(hù)的綜合評(píng)價(jià)要性權(quán)重加權(quán)平均〕滿(mǎn)意度〔折合百分制〕要性權(quán)重0.150.150.100.100.080.080.080.050.050.040.060.06分54533433334444A0.756530.240.320.240.150.150.120.240.2485分45435444334447B60.754340.320.3220.150.120.240.244.0480.8分45534344325547C60.75530.320.240.3220.150.08334.0681.2分44334435434445D66330.320.320.240.2520.120.240.24736單項(xiàng)指數(shù)均值4.254.54.254754252.754.254.2545.75綜合綜合滿(mǎn)得分意指數(shù)〔百〕850.6375900.675850.425600.3800.32750.3700.28800.2650.1625550.11850.255850.255.92.4 某些業(yè)務(wù)存在不滿(mǎn)但對(duì)公司比擬分析認(rèn)為公司與競(jìng)爭(zhēng)對(duì)手的差異較九、后續(xù)改善展改善；序序號(hào)調(diào)查項(xiàng)單項(xiàng)指數(shù)均值1產(chǎn)品價(jià)格32業(yè)務(wù)人員配合度3對(duì)投訴的處理結(jié)果25 與競(jìng)與競(jìng)爭(zhēng)對(duì)手的綜合比擬2.7