Customer satisfaction evaluation

The evaluation of customer satisfaction index refers to the customer's satisfaction with a specific product by measuring the customer's satisfaction with the product or service and the related variables and behavior trends that determine the satisfaction, and using the mathematical model for multivariate statistical analysis.

help organizations understand the development trend and find out the shortcomings of business strategies, and provide scientific basis for government departments, enterprises and institutions to formulate policies, improve the quality of products and services and improve business performance.

basic model:

broadcast to build a customer satisfaction index system suitable for the organization, that is, the basic model of customer satisfaction: (it consists of six structural variables, such as customers' expected quality, perceived quality, perceived value and customer satisfaction, loyalty (customer retention rate) and customer complaints (complaints), and their corresponding indicators).

Customer satisfaction evaluation report:

1. Technical report.

sampling is the key to ensure that the results of customer satisfaction measurement are representative. This report details how to define the survey object, how representative it is, how to form the sample frame, what sampling method to adopt, specific sampling steps and possible deviations in sampling.

2. Field report.

field visit is the key to ensure the authenticity of the results. This report discusses in detail the problems encountered in the selection, training and supervision of interviewers, the implementation process, and explains to customers how to check the investigation;

3. data report.

explain the main results of this survey through frequency and percentage lists, graphs and simple statements;

4. analysis report.

The internal relations in the survey results are analyzed by mathematical methods such as correlation analysis, regression analysis and cluster analysis, and the analysis results are explained by words and figures. Since any mathematical analysis is based on probability, the extent to which the analysis results are established must be explained.

conclusions based on the personal experience of researchers and mathematical analysis must be clearly distinguished to avoid misleading the users of the report;

5. Conclusions and suggestions.

The researcher gives the conclusions and suggestions of this customer satisfaction evaluation based on data report, analysis report, case study and personal experience, which may be of direct significance to decision makers.

6. Appendix.

includes project plans, questionnaires, statistical results of open questions and other materials that explain the views in the investigation report.