Part I Mass Satisfaction Survey Report
Service is an effective means of retaining customers. A study shows that the cost of acquiring a customer is five times the cost of retaining an old customer, if the salon can reduce its customer turnover rate by 5%, its profits can increase by 25%-28%, the profitability of the salon mainly depends on the life span of the old customer. Therefore, the staff of the beauty salon to establish a correct spirit of service, sparing no effort to provide customers with warm and considerate service, so that customers feel a high degree of satisfaction and respect, and to establish a long-term friendly relationship through two-way communication with customers to retain customers.
At the same time, want to improve the core competitiveness of the salon an important way, but also to start from the service, the details are more reflective of the advantages of the salon, to retain customers:
1, the salon staff knowledge and ability to meet the customer's needs with a good match, regardless of whether it is a cosmetologist or a beauty consultant or a cleaner, only with the full cooperation of all the staff in order to create the most enjoyable service environment, the environment is the first employee The environment is the staff's first element.
2, whether the staff can do the job, each position of the staff need to know their own work content and can be completed on time.
3, customers and employees have reasonable expectations of each other, employees will not jump ship today, tomorrow try to change a beauty salon, customers will not command the beautician like their own slaves.
4, customer demand can be accurately diagnosed, beauty consultants can accurately grasp the needs of customers, and establish customer trust, so as to believe that this is a regular beauty salon.
5, the staff believe that what they do is the most beneficial to the customer, rather than thinking that they have cheated the customer's money. Integrity is not only the performance of the customer, but also built on the long-term character, reputation, and the staff is the owner's personality and character of the witnesses, they therefore judge the choice of their own money.
6, effective communication between employees and customers, to learn the skills of effective communication, listening to customers with empathy, from which the real understanding of customer needs.
7, employees and customers to maintain trust and conviction, employees show affection and enthusiasm for customers can only make customers more trusting, like their own people, which is dedication. Most of the salons are able to do this, however, the characteristics of the salon is technology, is the service, the customer also needs us to show the professional side of the communication, which can make the customer convinced. Customers back therefore feel friendly, and will not lose the distance from the salon, but embarrassed, can not talk about the price.
8, all the service staff understand the business and service goals, the salon has its own values and culture quasi side, and effective education of all employees.
9, there is an accurate and unique business positioning, so that the salon is invincible in the competition, all the staff also know their own positioning, and proud of it.
10, many of the salon business is to test the emotional connection between the beautician and the customer to expand the scope of business, a good customer always have several good friends around. If the salon to give them enough in place after the service, and establish a good reputation, invariably will also lead to a large number of customers to the salon, by a pass ten, ten pass a hundred word of mouth effect to achieve the purpose. If the combination of humane and market, and the ensuing humane business, the result may be the loss of position, the loss of principle, business will be more and more difficult to do, a beauty salon managers should have a firm position, so that the humane sales and market sales separate.
Part II Mass Satisfaction Survey Report
I. Purpose of the survey
This survey is a customer satisfaction survey project on the domestic market in xx xx month of my company's nine major customers. The purpose is to dig out my company's products in the customer's use of the process of product quality and quality, technology and market services, as well as product delivery whether there is a need to improve the problem, and for these problems we continue to improve, and ultimately to achieve customer satisfaction, to achieve loyalty to the xx.
Second, the basic status of the survey feedback
This survey lasted half a month, the marketing staff of our company will be issued to the customer questionnaire to fill out the key personnel at the customer (purchasing specialists, process or technical staff), the data obtained is true and effective. The survey object for my company's domestic 9 big color tube customers, *** issued 45 copies of the questionnaire, the actual retrieval of 28 copies, the feedback rate of 62%, the effectiveness rate of 100% (validity criteria: the questionnaire all the valid answers to the number of total number of questions 2 / 3).
Third, the results of the comprehensive analysis of survey data
1, the results of the comprehensive statistical analysis of the market
(1) from Table 1 of the comprehensive statistical analysis of the results of the market charts, the Sage Hitachi, Shenzhen, Samsung, THOMSON market, the market, the Shanghai Yongxin market comprehensive evaluation of the satisfaction, but the Shanghai Yongxin poorer than the opponents of the rivals of the market dynamics should be emphasized; Sage Hitachi, THOMSON Dongguan, Nanjing Huafei market comprehensive evaluation is better than the rivals, should continue to maintain; Shenzhen Samsung, Tianjin Samsung, Fuzhou Huaying market comprehensive evaluation and rivals comparable to the need to create a differentiated competitive advantage; Tianjin Samsung, Shanghai Yongxin, Nanjing Huafei market customers proposed to improve.
(2) gives the distribution of scores for each assessment item of all valid answer sheets, and the statistical results of the grouping of assessment items of valid answer sheets can be seen: what markets need to make timely improvements under each assessment item.
2, the results of the statistical analysis of the assessment of the project
With the purpose of continuous improvement, eliminating dissatisfaction; customer satisfaction, customer loyalty, this survey through the assessment of the project's satisfaction with the statistical analysis of the survey data, to find out the aspects of the customer's expectations of the improvement of the company's internal staff to carry out targeted improvements, improve the effectiveness of the improvement, and feedback to the customer to achieve customer satisfaction, and ultimately to achieve Customer Loyalty.
(1) The basic algorithm:
Satisfaction algorithm: using the weighted average method.
The assessment of small satisfaction = 100% * assessment of small weighted average score / 100.
Comprehensive satisfaction = 100% * (the assessment of small satisfaction * weight) / (weight).
From the above algorithm, the overall customer satisfaction is 79%.
(2) assessment of the project satisfaction ranking statistics
From the assessment of the project satisfaction ranking statistics can be seen, product adaptability, packaging and quality improvement and other aspects of customer dissatisfaction caused by the main factors, the attitude of the service personnel, open communication channels and service timeliness and other aspects of the customer is very satisfied, which determines that the company's priority is the technical research and development. Enhancement.
Fourth, the customer message (suggestions and comments) analysis
1, the customer message according to the assessment of the project classification summary.
2, the classification of customer messages summarized statistical analysis results.
3, the classification of customer messages summarized by the number of messages need to improve the proportion of sorting summary results.
Part III Mass Satisfaction Survey Report
The city's six governance headquarters office commissioned the Municipal Bureau of Statistics Social Opinion Survey Center, the use of computer-assisted telephone survey system (CATI), in mid- and late-August carried out the city's six governance work of the masses of people's satisfaction with the telephone survey. The results of the survey are reported as follows:
First, the basic situation of this survey
According to the survey work program, the survey content mainly involves the governance of production safety, food and drug safety governance, air and water pollution governance, traffic congestion governance, municipal environmental governance, comprehensive governance of social security and other six aspects of the contents; the survey object coverage of all the citizens, **** completed the valid sample 4000. Among them, 400 in each district and city. And take the principle of random sampling, has a better representation; option assignment were satisfied with 100 points, 65 points of basic satisfaction, dissatisfied with 0 points, do not understand the score; survey widely collected the views of the masses, and on the basis of article-by-article collation and summarization, from different areas, different areas of sorting and generalization.
Second, the six areas scored
The survey results show that in the six areas, the score is 80.88 points for the governance of social security, the lowest traffic congestion governance work for 59.75 points, the difference between high and low for 21.13 points; the 2nd -5th place in order: the governance of production safety 78.44 points, food and drug safety governance work for 75 points, city environment governance work for 75 points, the city environment governance work for 75 points, the city environment governance work for 75 points, the city environment governance work for 75 points, the city environment governance work for 75 points, the city environment governance work for 75 points, the city environment governance work for 75 points. Points, the city environment governance work for 74.91 points, air and water pollution governance work for 63.54 points. It can be seen that there are five areas of governance work has been more than 60 points, only traffic congestion has not yet "pass".
Three, ten districts and cities scored
(a) District and city scores all "pass", the city's three districts are relatively low. Survey results show that there are seven districts and cities scored between 70-80 points, in descending order: 79.3 points in Pingdu City, Jiaozhou City, 78.51 points, Laixi City, 78.14 points, Huangdao District, 74.69 points, that is, the city of 73.23 points, Chengyang District, 73.04 points, Laoshan District, 72.24 points; there are three districts and cities scored between 60-70 points, respectively: the city of South District, 66.86 points, Licang District, 64.12 points, and the city of Licang District, 64.12 points. There are three districts with scores between 60-70 points: Shinan District 66.86 points, Licang District 64.12 points, Shibei District 60.72 points. As a result, the three districts in the city scored relatively low.
(b) The first domain presents decentralization, the end of the domain distribution is concentrated. From the six areas of the first and last place distribution, production safety and food and drug safety governance work first and last place for Pingdu City and Shibei District; air and water pollution governance work first and last place for Shinan District and Licang District; traffic congestion governance work first and last place for the Laixi City and Shinan District; urban environmental governance work first and last place for the Huangdao District and Shibei District; social governance work first and last place for the city of Jiaozhou and Licang District. The above performance, the first place in each field in the district and city presents the characteristics of dispersion, while the field of the last place in the distribution of districts and cities are concentrated in the city's three districts. Mainly due to the three districts in the traffic congestion, air and water pollution, urban environment, there is not "pass" performance.
(C) different areas of evaluation disparity, the difference is more than a few times. From the districts and cities in different areas of the score is extremely poor, traffic congestion management work is different. Among them, the score of Laixi City (78.92 points) and the lowest city South District (30.85 points) difference of 48.07 points, 2.6 times; food and drug governance is the smallest difference. Among them, the difference between the scoring Pingdu City (82.55 points) and the lowest Shibei District (69.78 points) is 12.77 points. The difference between the score and the lowest is 23.05 points, 14.93 points, 14.37 points and 12.91 points for the municipal environment, safety production, air and water pollution and social security governance respectively. The above reflects the different regional characteristics and the difficulty of governance work is different.
Fourth, the masses reflect the problem situation
In order to facilitate targeted analysis of the problem, the survey of the masses are dissatisfied with the reasons for a detailed record, *** combing the problem 4092, 185,000 words. And sub-region, sub-area was organized and summarized. In all issues, traffic congestion management and air and water pollution management accounted for more than 60%. The masses are "dissatisfied" with the main performance:
(a) the car parked on the sidewalk, people in the driveway. Traffic congestion management problems accounted for 35.9%. This reflects the prominent main performance: parking on both sides of the road, pedestrians can only walk in the motorway, resulting in inconvenient travel, not smooth, unsafe, the masses reflect this strongly; other aspects such as: a serious shortage of parking spaces, parking management is not in place, dedicated parking lots, intelligent parking facilities lagging behind the construction; rapid growth of vehicles, and many roads are narrow, that the construction of infrastructure failed to keep pace; some of the road frequently excavated, the lack of unified planning. Frequent road excavation, the lack of unified planning; part of the intersection traffic lights set up irrational and so on.
(ii) rivers are polluted, exhaust turbid air. Air and water pollution control problems accounted for 25.8%. This reflects the more common, mainly in: industrial wastewater, farming feces and other untreated direct discharge, resulting in black river water, dirty, smelly, the masses of urban river clear full of expectations. Other aspects such as: the rural areas of groundwater contamination, well water quality turbid odor, resulting in residents can only go out to buy water to drink; car exhaust, industrial exhaust, open barbecue, restaurant fumes and other emissions caused by air pollution, that affects physical and mental health.
(C) the environment is not clean, management is not standardized. Problems in the management of the city's environment accounted for 16.7%. Mainly in: living around the environmental hygiene is not clean, pet feces everywhere, road garbage cleaning is not timely, etc., damage to the image of the city. Other aspects such as: outdoor farmers' markets, morning and night markets, gate houses, etc. occupy the road business is common; illegal construction of haphazard construction phenomenon, affecting the cityscape; square dance night noise and last a long time, to be standardized and managed; living in the lack of greenery and green space, that the green coverage rate is not up to standard, looking forward to a better living environment.
(D) fruits and vegetables with ripening, high drug prices. Food and drug governance issues accounted for 9.5%. Mainly in: vegetables, fruits using excessive ripening agents and pesticides, seafood into the preservative drugs, these foods purchased back for short-term storage is easy to deteriorate, deformation, odor and so on. Other aspects such as: the market and roadside stores cooked food production, sales process of poor hygiene, shopping malls exist to sell expired food, genetically modified food phenomenon; hospitals, pharmacies, high drug prices, most of the feeling is difficult to bear, the pharmacy drug sales management is not in place, the sale of drugs at random, prescription drugs, and so on.
(E) property theft, prevention of lack of monitoring. Problems in social security governance accounted for 8.1%. Mainly in: frequent burglary and parks, roads and other public **** place fighting, robbery, suburbs, rural residents reflect frequent motorcycle, electric car theft, alarms after the police in a timely manner, etc.; living around the lack of preventive monitoring facilities, and even some of the monitoring equipment into a display, security and other personnel supervision is ineffective; the flow of people in the area of the gathering of the frequent occurrence of the problem of social security.
(F) security awareness is weak, building yard debris pile. Problems in the governance of production safety accounted for 4.0%. Mainly in: a lot of private enterprise safety and fire awareness is weak, protective measures are not in place, there is the phenomenon of occupying the fire escape, etc.; some shopping malls, markets without authorization to expand the business area, crowded access, is not conducive to the safety of the emergency; some of the production and sale of flammable and explosive products from the residential area of the enterprise close to the public feel insecure; residential compound piles of miscellaneous goods, easy to cause fire, the lack of appropriate measures and management ; large trucks overloaded, speeding seriously, endangering pedestrian safety.