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1、企业顾客满意度测评的几个关键问题（Severalkeyproblemsofenterprisecustomersatisfactionevaluation）Attheturnofthecentury,theincreasinglyfiercecompetitioninthemarket,people'sconsumptionconceptanddemandchanges,sothatcustomersbecomethefocusofattentionofenterprises.Theprocessbeginswiththeneedsofcustomers,cus
2、tomersatisfaction,continuousimprovementandinnovationsystemtoformaclosedloop;whobestunderstandtheexpectationsofcustomers,tograspthedegreeofcustomersatisfaction,andthenusetheresourcesinthemosteffectivewaytomeetandexceedcustomerexpectations,obtaincustomerloyalty,whowillbeinaninvinciblep
3、osition.Therefore,themeasurementandevaluationofcustomersatisfaction(alsoknownascustomersatisfaction)hasbecomeoneofthemostimportantandimportanttopicsforenterprisedecision-makers.Themeasurementandevaluationofcustomersatisfactionistheprocessofplanning,investigating,measuring,analyzingan
4、dtakingcorrectiveandimprovementmeasuresaccordingtothebusinessobjectiveoftheenterpriseandaccordingtothecustomer'sattention.Itisanimportantmeanstograspthecustomer'sneedsandexpectationsandimplementthecustomersatisfactionstrategy.Insomedevelopedmarketeconomycountries,customersatisfaction
5、evaluationhasgraduallyformedarelativelyperfectprofessionalevaluationorganizationaftermorethan10yearsofpractice,anddevelopedaseriesofeffectivemeasuringtoolsandmethods.InChina,customersatisfactionmeasurementhasjuststeppedintothereferenceandexperimentalstage.Inordertomakeourenterprisesc
6、arryoutcustomersatisfactionevaluationeffectivelyandavoidmisunderstanding,theauthorthinksthatwemustgraspthefollowingkeyaspects:1confirmthepurposeofevaluationSatisfactionmeasurementisdifferentfromthegeneralphysicalmeasurement,itistograspthecustomer'sinnerfeelingsandsubjectivevaluejudgm
7、ent,needtocorrectattitude,throughtheappropriateform,tofeel,tounderstand.Thedegreeofrecognitionandunderstandingofsatisfactionmeasurementisnotonlyrelatedtohowenterprisestreatsatisfaction,whatwayandwhatwaytomeasuresatisfaction,butalsorelatetothebenefitsofmeasurementresults.Althoughsatis
8、factionisusu
