18顾客满意度评定方法

'1目标：贯彻以“以主顾为存眷核心〞的原那么，对主顾的称心水平客不雅、实在地做出评估，以利改良管理，不时进步主顾的称心度。1PurposeToimplementtheprincipleof‘CustomFocus’,weimprovethemanagementandenhancecustomersatisfactioncontinuouslyasweobjectivelyandfactuallyevaluatethecustomersatisfactiondegree.2实用范畴：实用于本公司产物的主顾对产物跟效劳水平的评估。2ScopeofapplicationItisappliedtotheproductandservicecommentwhichmadebycustomers.3职责：3.1运营部担任对主顾称心度的考察跟评定；3.2相干部分共同进展主顾称心度的评定任务。3Responsibility3.1Businessdepartmentisinchargeofsurveyingandevaluatingthecustomersatisfaction:3.2Relevantdepartmentscooperatetoevaluatethecustomersatisfaction.4施行方法：4.1每年很多于一次〔普通在治理评审前〕，由运营科依照公司主顾散布特色，在必定范畴〔一般可选择当地域或临近地域〕内随机抽取10%阁下的主顾〔或用户〕进展抽样考察，向主顾〔或用户〕收回《主顾称心度考察表》。4.2接纳《主顾称心度考察表》后，由运营科担任按产物分类进展数据剖析跟处置。按以下步调盘算出主顾称心度〔CSI〕指数〔CustomerSatisfactionIndex〕。4.2.1起首依照每份考察表主顾打“√〞的称心水平，记下每个考察工程的得分，并按下公式计算出每个考察工程〔单项〕的主顾称心度LY。单项主顾称心度LY=1/n(ΣLY)式中：n—参加评估的主顾数〔接纳的考察表数〕thenumberofcustomerswhoattendingtheevaluation(thefeedbackofquestionnaire)j—第j主顾某份〔单项〕评估称心度分值。各个考察工程得分为：非常称心〔10分〕、称心〔8分〕、普通〔6分〕、不称心〔4分〕、非常不称心〔0分〕。4.2.2将多个单项主顾称心度LY综合为总体的主顾称心度S时，可运用加法例那么，其加权系数为：A类工程λ=0.12，B类工程λ=0.08，C类工程λ=0.04，而后盘算总体主顾称心度S。ABC 总体主顾称心度：S=ΣλLYj式中λj—第j项考察工程的加权系数LYj—第j项考察工程的主顾称心度值4.3运营部会同品质及相干部分对主顾看法进展剖析，明白以后主顾最不称心的方面及主顾称心的趋向。在剖析时，除了抽样考察后果外，还应注重一样平常主顾反应信息的积存，做出综合评定。4.4依照主顾称心度考察评估后果，提出改良对策倡议，提交治理者代表或通报到品质部。4.5品质部依照改良倡议，按改正、防备办法操纵顺序施行改良。4Measureforimplementation4.1Thebusinessdepartmentrandomlydrawsabout10%customers(orusers)asthesample,accordingtothecustomerdistributioncharacteristic,andsendsthecustomers(orusers)‘thecustomersatisfactionquestionnairebeforethemanagementassessment).th’eaasctionisdonenolessthanonceperyear(normally4.2Thebusinessdepartmentmakesthedataanalysisandprocessbytheproductcategoryafterreceivedthe‘Customersatisfactionquestionnaire’Ca.lculatetheCustomerSatisfactionIndex(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:Acλ=0.12，Bclassλ=0.08，lassABCclassCλ=0.04，thencalculatetheoverallcustomersatisfactionS.theoverallcustomersatisfactionS:S=ΣλLYj—surveyingitemweightingcoefficientNO.jλjLYj—thecustomersatisfactionscoreofsurveyingitemNO.j4.3Businessdepartmentwillcooperatewithqualitydepartmentandotherrelevantonestoanalyzethecustomer’viewpointandconfirmtheaspectsthatcustomersmostlyunsatisfiedand thetrendofcustomersatisfaction.Besidesthesamplingsurveyintheanalysis,wealsoshouldfocusontheaccumulationofcustomerfeedbacktomakethecomprehensiveassessment.4.4Accordingtotheresultofcustomersatisfactionsurvey,submittothemanagementrepresentativeorqualitydepartment.wecarriedouttheproposaland4.5Accordingtotheproposal,qualitydepartmentimprovestheprocedurecontrolbycorrective,precautionarymeasures.5相干文件《改正办法操纵顺序》《防备办法操纵顺序》《数据剖析施行方法》5RelevantDocuments‘controlprocedureofcorrectivemeasure‘controlprocedureofprecautionarymeasure’’‘implementationofdataanalysis6记载’6.1《主顾称心度考察表》6.2《数据剖析汇总表》6Record6.1c‘ustomersatisfactionquestionnaire’6.2‘summarysheetofdataanalysis’ 文件版本形态DocumentVersionStatus日期版本号订正人Revisedby陈一凡部分Department行政部订正范例RevisionType新咨询题DateVersionNo.2011-1-72012-5-232014-8-8ABCChenYifanAdministrationDepartment行政部NewProblem陈一凡文件订正ChenYifanAdministrationDepartment行政部DocumentRevision钞票喷鼻平文件订正QianXiangpingAdministrationDepartmentDocumentRevision本版变动描绘DescriptionofVersionChange破刻掉效√无限运用暂时文件掉效日期ImmediateEffectLimitedUseTemporaryDocumentExpiryDate备注：变动缘故：一致文件格局Reasonforchange:unifydocumentformatRemark:变动内容：从版本〔B〕到版本〔C〕，详细变动内容如下：ChangeContent:FromVersion(B)toVersion(C);thedetailsareasfollows:1、一致文件格局1.Unifydocumentformat 变动范例新文件New文件打消文件修正√ChangeTypeDocumentRevocationofDocumentModificationofDocument接纳当场烧毁接纳分类掉效文件的处置DisposalofInvalidDocument存档√On-siteDestroyRecovery&ClassificationRecovery&Filing同意考核体例ApprovedbyVerifiedbyPreparedby '