Customer satisfaction survey report

Customer Satisfaction Survey Report Template

Service is an effective means to retain customers. So how to write a good survey report when investigating customer satisfaction? Come and have a look with me.

Customer satisfaction survey report template-service is an effective means to retain customers. Research shows that the cost of acquiring a customer is five times that of retaining an old customer. An important way to improve the core competitiveness of beauty salons is to start with services. Details can better reflect the advantages of beauty salons and retain customers:

1, the knowledge and ability of beauty salon employees are well coordinated with the needs of customers. Whether it is a beautician, a beauty consultant or a cleaner, only the full cooperation of all employees can create the happiest service environment, and the environment is the first element of employees.

2. Whether employees are competent or not, employees in each position need to know their work clearly and be able to finish it on time.

3. Customers and employees have reasonable expectations for each other. Employees will not jump ship today and try to change beauty salons tomorrow, and customers will not order beauticians to be their slaves.

4, customer needs can be accurately diagnosed, beauty consultants can accurately grasp customer needs, and establish customer trust, so as to believe that this is a formal beauty salon.

Employees believe that what they do is the best for customers, instead of thinking that they cheated customers. Integrity is not only the performance of customers, but also based on long-term character and credibility. Employees are the witnesses of the boss's character and character, so they judge and choose for themselves? Money way? .

6. To communicate effectively with customers, employees should learn effective communication skills, listen to customers with empathy and truly understand their needs.

7. Maintain the trust and belief between employees and customers. The goodwill and enthusiasm shown by employees to customers can only make customers trust more, just like their own, which is dedication. Most beauty salons can do this, but the biggest feature of beauty salons is technology, that is, service. Customers also need us to show professionalism in communication, so as to convince customers. Therefore, customers feel friendly and will not lose their distance from the beauty salon. They are just embarrassed and can't talk about the price.

8. All service personnel understand the management and service objectives, and the beauty salon has its own values and cultural standards, and has effectively educated all employees.

9. With accurate and unique business positioning, beauty salons are in an invincible position in the competition, and all employees are aware of their own positioning and are proud of it.

10, many beauty salons operate to test the emotional connection between beauticians and customers, so as to expand their business scope. A good customer always has several good friends around him. If this beauty salon provides them with sufficient services and establishes a good reputation, it will also attract a large number of tourists for the beauty salon invisibly and achieve its goal through word-of-mouth effect. If human feelings are combined with the market, the resulting human feelings business may lose its position and principles, and it will become more and more difficult to do business. A beauty salon manager should stand firm and separate personal sales from market sales.

1 1, the customer is God, so keep it in mind. A beautician who really understands the customer's psychology is really considerate of the customer, not by giving some discounts and small favors to meet the customer's small requirements.

Template 2 of customer satisfaction survey report This survey is a customer satisfaction survey project conducted on 9 major customers in China's domestic market from June 5 to February 2004. The purpose is to find out whether there are problems that need to be improved in product quality, technology and market service, product delivery, etc., and constantly improve these problems, and finally achieve customer satisfaction and loyalty to Rainbow brand.

Second, the basic situation of the survey feedback

The investigation lasted for half a month, and the marketing staff of our company distributed the questionnaire to the key personnel (procurement specialist, process or technical personnel) at the customer's place to fill in, and the data obtained were true and effective. The survey targets are nine domestic CPT customers of our company. * * * 45 questionnaires were distributed, and 28 questionnaires were actually recovered, with a feedback rate of 62% and an effective rate of 100% (validity standard: the number of effective answers in this questionnaire? 2/3 of the total number of questions), the specific statistics of valid questionnaires are as follows:

Third, the comprehensive analysis results of the survey data

1, comprehensive statistical analysis results of each market

(1) consists of table 1? Chart of comprehensive statistical analysis results of each market? See, SEG Hitachi, Shenzhen Samsung, Thomson market, Shanghai Yongxin market comprehensive evaluation? However, Shanghai Yongxin is not as good as its competitors, so we should pay attention to the dynamics of competitors in this market. The comprehensive evaluation of SEG Hitachi, Thomson Dongguan and Nanjing Hua Fei market is better than that of competitors and should be maintained. The comprehensive evaluation of Shenzhen Samsung, Tianjin Samsung and Fuzhou Huaying market is comparable to that of competitors, and it is necessary to create differentiated competitive advantages; Customers in Tianjin Samsung, Shanghai Yongxin and Nanjing Hua Fei market have put forward the need for improvement.

(2) The score distribution of all valid answers and evaluation items is given. What is the statistical result of effective answer sheet evaluation project grouping? We can know which markets need to be improved in time under each evaluation project.

2. Statistical analysis results of each evaluation project

Match? Continuous improvement to eliminate dissatisfaction; Customer satisfaction and customer loyalty? The purpose of this survey is to find out the aspects that customers expect to improve through the statistical analysis of the survey data of evaluation project satisfaction, guide the internal staff of the company to make targeted improvements, improve the improvement effect, give back to customers, achieve customer satisfaction and finally realize customer loyalty.

(1) Basic algorithm:

Satisfaction algorithm: using weighted average method.

Satisfaction of each evaluation project = 100%* weighted average score of evaluation project/100.

Comprehensive satisfaction = 100%*? (Satisfaction degree of each evaluation project * weight)/? (weight)

According to the above algorithm, the comprehensive customer satisfaction is 79%.

(2) Evaluate the statistical results of project satisfaction ranking.

From the statistical results of the evaluation project satisfaction ranking, it can be seen that the main factors causing customer dissatisfaction are product adaptability, packaging and quality improvement, and customers are very satisfied with the attitude of service personnel, smooth communication channels and timely service, so it is judged that the top priority of our company is to improve technology research and development.

Four. Customer information analysis (suggestions and opinions)

1. Classify and summarize the messages to customers according to the evaluation items.

2. Classify and summarize the statistical analysis results of customer information.

3. Sort and summarize the results of customer messages, and increase the proportion of messages as needed.

As can be seen from the sorting result table of customer messages,? Product quality improvement, packaging, product identification? Evaluation items account for a large proportion, indicating that these three items are likely to have or have potential customer complaints or complaints. The results of this analysis are basically consistent with the statistical results of satisfaction ranking of previous evaluation projects: our company's technology research and development needs to be improved, which leads to unsatisfactory product quality improvement and product identification process; Customers are satisfied with our service, which is our competitive advantage.