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对于服务,用户、运营商、专家各有说法,即用户体会的“服务”、运营商竭力推广的“服务”、专家眼中理解的服务甚至其他行业提供服务的经验都各异。为此,本期 “运营方略”栏目策划名为“服务为本”的专题。记者首先对北京通信小灵通用户和宽带用户、北京移动的用户关于服务质量评价的作了一次随机问卷调查,以小见大,我们从中发现了目前服务中存在的一些问题,当然,偏颇和不足在所难免,请读者谅解。另外记者还邀请北京通信、北京移动的相关部门以及电信研究院的研究者匡佩远就服务问题谈谈自己的看法。在此,非常感谢各位为我们提供的帮助!通过调查和采访,记者发现,用户对服务提出了更多个性化的要求,对于服务质量、网络质量的要求也更高,而运营商尽管面临诸多挑战,仍在前行中一步步加强了服务意识并作出不少努力。同时记者还发现了一些问题,如用户和运营商之间需要更有效的沟通,运营商提供服务的手段也需进一步创新等。服务是整个电信行业的核心之一,让我们真正了解电信服务,提高整个行业的服务水平,且不论电信强国这个长远的目标,我们不妨实实在在从提升服务水平开始做起。
For services, users, operators and experts have their own opinions, that is, “services” that users experience, “services” that operators strive to promote, services that experts understand or even experience in providing services in other industries. To this end, this issue of “operating strategy” column planning named “service-oriented” topic. First of all, the reporter made a random survey of the service quality of Beijing Unicom users and broadband subscribers and users of Beijing Mobile to small see the big, we found some problems in the current service, of course, biased and inadequate In the inevitable, please readers understanding. In addition, the reporter also invited Beijing Communications, Beijing Mobile’s relevant department and researcher Kuang Peiyuan from Telecommunication Research Institute to talk about their own views on service issues. Hereby, thank you very much for your help! Through the investigation and interview, the reporter found that the user made more personalized service requirements, the quality of service, network quality requirements are higher, and despite the many operators face Challenges are still step by step to enhance service awareness and make a lot of efforts. At the same time, reporters also found some problems, such as the need for more effective communication between users and operators, and the need for operators to provide services to further innovations. Service is one of the core of the entire telecommunications industry. Let us truly understand telecommunication services and improve the service level of the whole industry. Regardless of the long-term goal of telecom powerhouse, we may start from the service level improvement.