顾客满意度控制程序

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1、1目的Objective采用客观的方法调查公司员工、内部、外部顾客满意状况，与竞争对手进行比较，掌握本公司目前的运作的不足之处，采取有效改进措施从而实现逐步提高顾客的满意度。Throughinvestigationofthesatisfactionstatusofcompanystaffs,internalcustomersandexternalcustomersandincomparisonwiththecompetitors,thedisadvantagesinpresentcorporateoperationshouldbefoun

2、doutandeffectivemeasuresshouldbetakentoenhancethecustomers’satisfactionstepbystep.2适用范围ApplicableScope适用于本公司内部、外部和最终顾客。Thisisapplicabletotheinternalcustomers,externalcustomersandendusers.3职责Responsibility3.1总经理办公室负责公司员工及内部顾客的满意度调查工作，进行统计分析管理。TheGMOfficeisresponsibleforinv

3、estigatingthesatisfactionofcompanystaffsandinternalcustomers,andmakingstatistics,analysisandmanagement.3.2市场销售部负责公司外部顾客的满意度调查工作，进行统计分析管理。TheMarketingDepartmentisresponsibleforinvestigatingthesatisfactionofexternalandendcustomers,andmakingstatisticalanalysisandmanagement.3

4、.3责任部门负责具体实施与本部门工作相关的满意度信息，负责执行纠正预防措施并确保顾客满意。Thefunctionaldepartmentsareresponsibleforputtingthe“satisfaction”informationintothepracticalexecutionandmakingcorrective&preventativeactionstoensurethecustomers’satisfaction3.4总经理负责对满意度调查结果采取措施的审批。TheGeneralManagerisresponsible

5、fortheexaminationandapprovaloftheactionstakenaccordingtotheresultsofsatisfactioninvestigation.4工作程序WorkProcedures4.1公司员工的满意度CompanyStaffs’Satisfaction4.1.1更多资料下载请到学习人家http://www.24617.cn总经理办公室分别在每半年一次进行公司员工及内部顾客的满意度调查，每次调查的覆盖面应为各部门在册人员的60%以上，调查所选人员应为随机抽取，调查采取无记名方式，调查内容应涵盖

6、：部门之间的满意度、员工对领导的满意度、领导对员工的满意度，工作条件环境的满意度，待遇的满意度等。TheGMOfficeshallsurveythecompanystaffsandinternalcustomerseveryhalfayearfordeterminingtheirsatisfaction.Over60%registeredstaffsineachdepartmentshallbeanonymouslysurveyedonsamplingbasis.Thesurveyshallinclude:satisfactionbetw

7、eeneachdepartment,staffs’satisfactiontowardtheleaders,leaders’satisfactiontowardthestaffs,satisfactiontowardtheworkingenvironment,satisfactiontowardthebenefits,etc.4.1.2总经理办公室汇总每次调查结果，采用多方论证的方法确认其有效性后，并与上一次调查结果进行对比分析，找出改进有效和改进不力的方面，组织责任部门及主管领导进行评审，提出整改措施，并上报总经理审批后实施。TheGM

8、Officeshallmakeaconclusionofeachsurvey.Afterconfirmationofitseffectivenessthroughall-sidedverifi