顾客满意度评定方法.doc

'页:目的[.]Objective1目的：贯彻以“以顾客为关注焦点”的原则，对顾客的满意程度客观、真实地做出评价，以利改进管理，不断提高顾客的满意度。1PurposeToimplementtheprincipleof‘CustomFocus’,weimprovethemanagementandenhancecustomersatisfactioncontinuouslyasweobjectivelyandfactuallyevaluatethecustomersatisfactiondegree.页:适用范围[.]ScopeofApplication2适用范围：适用于本公司产品的顾客对产品和服务程度的评价。2ScopeofapplicationItisappliedtotheproductandservicecommentwhichmadebycustomers.页:职责[.]Responsibilities3职责：3.1经营部负责对顾客满意度的调查和评定；3.2相关部门配合进行顾客满意度的评定工作。3Responsibility3.1Businessdepartmentisinchargeofsurveyingandevaluatingthecustomersatisfaction:3.2Relevantdepartmentscooperatetoevaluatethecustomersatisfaction.4实施办法：4.1每年不少于一次（一般在管理评审前），由经营科根据公司顾客分布特点，在一定范围（一般可选择本地区或邻近地区）内随机抽取10%左右的顾客（或用户）进行抽样调查，向顾客（或用户）发出《顾客满意度调查表》。4.2回收《顾客满意度调查表》后，由经营科负责按产品分类进行数据分析和处理。按下列步骤计算出顾客满意度（CSI）指数（CustomerSatisfactionIndex）。页:目的[.]Objective4.2.1首先根据每份调查表顾客打“√”的满意程度，记下每个调查项目的得分，并按下公式计算出每个调查项目（单项）的顾客满意度LY。单项顾客满意度LY=1/n(ΣLY)式中：n—参与评价的顾客数（回收的调查表数）thenumberofcustomerswhoattendingtheevaluation(thefeedbackofquestionnaire)j—第j顾客某份（单项）评价满意度分值。各个调查项目得分为：很满意（10分）、满意（8分）、一般（6分）、不满意（4分）、很不满意（0分）。4.2.2将多个单项顾客满意度LY综合为总体的顾客满意度S时，可应用加法规则，其加权系数为：A类项目λA=0.12，B类项目λB=0.08，C类项目λC=0.04，然后计算总体顾客满意度S。 总体顾客满意度：S=ΣλLYj页:1目的[.]Objective式中λj—第j项调查项目的加权系数页:1目的[.]ObjectiveLYj—第j项调查项目的顾客满意度值4.3经营部会同质量及相关部门对顾客意见进行分析，明确当前顾客最不满意的方面及顾客满意的趋势。在分析时，除了抽样调查结果外，还应重视日常顾客反馈信息的积累，做出综合评定。4.4根据顾客满意度调查评价结果，提出改进对策建议，提交管理者代表或传递到质量部。4.5质量部根据改进建议，按纠正、预防措施控制程序实施改进。4Measureforimplementation4.1Thebusinessdepartmentrandomlydrawsabout10%customers(orusers)asthesample,accordingtothecustomerdistributioncharacteristic,andsendsthecustomers(orusers)‘thecustomersatisfactionquestionnaire’astheactionisdonenolessthanonceperyear(normallybeforethemanagementassessment).4.2Thebusinessdepartmentmakesthedataanalysisandprocessbytheproductcategoryafterreceivedthe‘Customersatisfactionquestionnaire’.CalculatetheCustomerSatisfactionIndex(CSI)accordingtothefollowingsteps.4.2.1Firstlyaccordingtothe“√”whichmadeinthequestionnairetoshowthesatisfactiondegreewecanrecordtheitemscoreandcalculatethecustomersatisfactoryoneverysurveyingitem(singleone)LY.AmongtheindividualcustomersatisfactionLY=1/n(ΣLY):n-thenumberofcustomerswhoattendingtheevaluation(thefeedbackofquestionnaire)j-thesatisfactionscoreofthecustomerNO.j(singleone)Thescoreofsurveyingitems:verysatisfied(10),satisfied(8),ordinary(6),unsatisfied(4),veryunsatisfied(0)Withtheaddictiverule,wecanintegratetheindividualcustomersatisfactionLYtooverallcustomersatisfactionS,theweightingcoefficient:AclassλA=0.12，BclassλB=0.08，CclassλC=0.04，thencalculatetheoverallcustomersatisfactionS.theoverallcustomersatisfactionS:S=ΣλLYjλj—surveyingitemweightingcoefficientNO.jLYj—thecustomersatisfactionscoreofsurveyingitemNO.j4.3Businessdepartmentwillcooperatewithqualitydepartmentandotherrelevantonestoanalyzethecustomer’viewpointandconfirmtheaspectsthatcustomersmostlyunsatisfiedand thetrendofcustomersatisfaction.Besidesthesamplingsurveyintheanalysis,wealsoshouldfocusontheaccumulationofcustomerfeedbacktomakethecomprehensiveassessment.4.4Accordingtotheresultofcustomersatisfactionsurvey,wecarriedouttheproposalandsubmittothemanagementrepresentativeorqualitydepartment.4.5Accordingtotheproposal,qualitydepartmentimprovestheprocedurecontrolbycorrective,precautionarymeasures.页:2相关文件[.]RelevantDocuments5相关文件《纠正措施控制程序》《预防措施控制程序》《数据分析实施办法》5RelevantDocuments‘controlprocedureofcorrectivemeasure’‘controlprocedureofprecautionarymeasure’‘implementationofdataanalysis’6记录6.1《顾客满意度调查表》6.2《数据分析汇总表》6Record6.1‘customersatisfactionquestionnaire’6.2‘summarysheetofdataanalysis’ Ø文件版本状态DocumentVersionStatus日期Date版本号VersionNo.修订人Revisedby部门Department修订类型RevisionType2011-1-7A陈一凡ChenYifan行政部AdministrationDepartment新问题NewProblem2012-5-23B陈一凡ChenYifan行政部AdministrationDepartment文件修订DocumentRevision2014-8-8C钱香平QianXiangping行政部AdministrationDepartment文件修订DocumentRevisionØ本版更改描述DescriptionofVersionChange立即生效ImmediateEffect√有限使用LimitedUse临时文件TemporaryDocument失效日期ExpiryDate　更改原因：统一文件格式Reasonforchange:unify document format备注：Remark:更改内容：从版本（B）到版本（C），具体更改内容如下：ChangeContent:FromVersion(B)toVersion(C);thedetailsareasfollows:1、统一文件格式1.Unifydocumentformat 更改类型ChangeType新文件NewDocument文件撤销RevocationofDocument文件修改ModificationofDocument√失效文件的处理DisposalofInvalidDocument就地销毁On-siteDestroy回收分类Recovery&Classification√回收存档Recovery&Filing　批准Approvedby审核Verifiedby编制Preparedby　'