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在社会主义市场经济条件下,用户起着主导作用,企业依存于用户,谁能满足用户需求,谁就拥有市场,谁就拥有发展的空间和竞争实力。用户满意对企业生产和服务质量产生着直接的导向作用,忠诚的用户群是企业生存的基础、发展的动力和效益的源泉。本文主要内容包括:开展用户满意工程的必要性,如何开展用户满意工程,企业用户满意度指数指导下的改进战略,提升用户满意度的策略及开展用户满意工程后的预期效果等几个方面。
Under the condition of socialist market economy, users play a leading role. Enterprises depend on users, who can meet the needs of users, and whoever owns the market, who has the space for development and competitive strength. Customer satisfaction has a direct and direct effect on the production and service quality of enterprises. The loyal user base is the basis for the survival of an enterprise and the source of development momentum and benefits. The main content of this paper includes the following aspects: the necessity of carrying out customer satisfaction project, how to carry out the customer satisfaction project, the improvement strategy under the guidance of enterprise customer satisfaction index, the tactics of improving customer satisfaction and the expectation effect after carrying out customer satisfaction project.