Suggestions on improving service concept

The first step: investigation and study

Through the investigation and study of consumers, employees and businesses, we can fully understand the consumer composition, consumption behavior habits, consumer satisfaction, employee satisfaction and business satisfaction.

Step 2: Service Specification

According to the results of investigation and study, the original management regulations of shopping centers and related industry knowledge, we will sort out and establish a systematic service standard to comprehensively improve the service level.

Step 3: Monitor the promotion activities.

According to the established service standard system, strengthen the supervision and management of service site by means of supervision and control, and comprehensively improve customer satisfaction.

The first step: investigation and study

catalogue

I. Project Name

Two. Significance of the project

(1) project background

(ii) Purpose of the project

Three. Project content and implementation mode

(A) customer consumption behavior survey

(2) Satisfaction survey

Four. Workflow and timetable

Verb (abbreviation of verb) project implementation commitment

(A) project execution error control

(2) Data analysis

(iii) Preparation of reports

Member of intransitive verb project

Seven. project budget

I. Project Name

* * Shopping Center Consumer Research

Two. Significance of the project

(1) project background

With the increasingly fierce competition, maintaining high customer satisfaction and timely service level has become the key for enterprises to maintain their market position. Therefore, using scientific methods, the overall perception of products and services provided by * * shopping malls and the overall satisfaction with shopping in * * shopping malls are accurate and objective; It has become a realistic and historic work to find the space for improving service and create a gold medal service in shopping malls.

(ii) Purpose of the project

1. Understand the consumption composition of * * shopping malls.

2. Understand the behavior and habits of consumers in shopping malls.

3. Understand the consumer satisfaction of * * shopping malls

4. Understand the employee satisfaction of * * shopping malls.

5. Understand the satisfaction of merchants in * * shopping malls

Three. Project content and implementation mode

(A) customer consumption behavior survey

Interviewee: Shopping center consumers

Sampling method: quota sampling

Sample size: 1000[ 1]

Number of quotas:

Age quota:

Survey method: questionnaire survey (interview interception)

Survey content:

1. Customer screening information:

People who have nothing to do with the industry, people who have not participated in or been interviewed recently, and consumers in shopping malls.

2. Basic customer information:

Name, gender, occupation, contact information, home address, family monthly income.

3. Consumer behavior habits:

"5W2h"-purchase time (when), purchase place (what), purchase purpose (why), buyer (WHO), purchase amount (how much), means of transportation (how), others (purchase frequency, membership, information source, etc. ).

(2) Satisfaction survey

1. Customer satisfaction survey

Interviewee: Shopping center consumers

Sampling method: random sampling

Survey method: questionnaire survey (interview interception)

Sample size: 1000

Investigation content [2]:

Service satisfaction: job satisfaction (cashier, parking, etc. ), the reasons for satisfaction or dissatisfaction.

Environmental satisfaction: cleanliness, hardware facilities, rest places, browsing convenience, etc. Reasons for satisfaction or dissatisfaction.

Format satisfaction: format positioning, format composition, brand attitude, price attitude, reasons for satisfaction or dissatisfaction.

Overall satisfaction: service satisfaction, environmental satisfaction, business satisfaction, comprehensive satisfaction, reasons for satisfaction or dissatisfaction.

Network service satisfaction: website clarity, website content comprehensiveness, network update speed, website information quantity, message reply speed, reasons for satisfaction or dissatisfaction.

2. Employee satisfaction survey

Survey object: service personnel

Sampling method: comprehensive investigation

Survey method: questionnaire survey.

Sample size: property management personnel and all other grass-roots employees

Survey content:

Overall evaluation of * * shopping mall management

Work itself: challenge, autonomy, learning opportunities and success opportunities.

Working environment: working conditions and internal communication.

3. Business satisfaction survey

(1) quantitative survey of business satisfaction

Survey object: merchants

Sampling method: comprehensive investigation

Survey method: questionnaire survey.

Sample size: all merchants in the shopping center

Survey content:

* * Overall comprehensive evaluation of shopping malls

* * Highlights in the process of store management or service.

* * Problems with store management or service.

Service satisfaction: job satisfaction (cashier, parking, etc. )

Environmental satisfaction: cleanliness, hardware facilities, rest places and browsing convenience.

Format satisfaction: format positioning, format composition and brand attitude.

Overall satisfaction: service satisfaction, environmental satisfaction, business satisfaction and comprehensive satisfaction.

Suggestions on the operation of * * shopping malls

(2) Qualitative survey of enterprise satisfaction.

Survey object: merchants

Sampling method: stratified sampling

Survey method: group discussion.

Sample size: 6-8 business representatives

Sample composition: department stores, supermarkets, specialty stores, restaurants, entertainment, leisure, culture and office.

Survey content:

* * Overall comprehensive evaluation of shopping malls

* * Highlights in the process of store management or service.

* * Problems with store management or service.

Service satisfaction: job satisfaction (cashier, parking, etc. )

Environmental satisfaction: cleanliness, hardware facilities, rest places and browsing convenience.

Format satisfaction: format positioning, format composition and brand attitude.

Overall satisfaction: service satisfaction, environmental satisfaction, business satisfaction and comprehensive satisfaction.

On the Operation of * * Shopping Mall in the Construction Process