Research on the Improvement Route of Customer Satisfaction Based on the Method of Customer Satisfaction Matrix Graph

Abstract

In order to direct organizations to implement customer satisfaction improvement effectively, and to help enterprises out of the "customer satisfaction cycle" and " customer satisfaction trap", and then improve the relations with customers continuously, this paper defines the common misunderstandings of customer satisfaction improvement and its reasons, and designs the method of priority improvement rules, measuring and evaluating customer satisfaction index based on the customer satisfaction matrix graph. Trough defining the objects of improvement and its improvement extent with the customer satisfaction matrix graph and customer satisfaction matrix, the prior improvement route can be configured.