1. Customer Satisfaction Survey Report Sample
Quality is very important to the construction industry, just like a big house needs a stable and strong foundation to withstand the wind and rain. Start with the importance of quality issues in construction as a way to understand the importance of customer satisfaction.
The concept of customer satisfaction:
Customer satisfaction refers to the owner or construction unit in the project before the construction of the project quality of the project's expectations and the completion of the construction of the project put into use after the actual feeling of the project quality comparison.
With the gradual improvement of the construction product trading market, the ability to satisfy the owners has become a key factor affecting the long-term development of the building construction enterprises, the owners of the construction enterprise dissatisfaction will have a serious impact on the image of the construction enterprise and the subsequent work to carry out. Therefore, it is very important to analyze the influencing factors of owners' satisfaction of construction enterprises. Customer satisfaction factors can be analyzed from the information collection methods, information source channels, measurement methods and other three aspects.
Customer satisfaction information is mainly collected through questionnaires or interviews. The collection of customer satisfaction information needs to be considered in coordination with the daily operation of the company to ensure that the information collection is timely and accurate to provide a basis for decision-making.
Collection of channels mainly from the following aspects:
a, the project department can be in the construction unit, supervision units and design units and the company's various regular meetings, daily work contact, and the company documents to obtain customer information.
b, the project department can be in the construction period from the unit (test batch, sub-item) project, sub-projects, unit project quality inspection, assessment, acceptance and project completion and acceptance of the process from the construction unit, supervision units, design units and the government of various industries in the quality supervision station to obtain quality satisfaction information.
Measurement and evaluation of customer satisfaction need to consider the main factors affecting customer satisfaction, to determine the importance of the factors of the index and the level of customer satisfaction, customer satisfaction measurement according to the standard requirements generally need to be quantified and can be measured, the use of a weighted average statistical probability of metrics is more in line with the reality of the building and construction enterprises.
How to improve customer satisfaction in the construction industry?
1, in the construction process, the project department can be through a variety of channels, take the initiative to understand the requirements of the owners or users, and make timely responses.
2. Strictly control the procurement and use of engineering materials.
① The implementation of scientific and technological progress to improve the level of quality control.
② Establish quality consciousness, improve the quality of the construction team and the quality of work.
③ Strengthen the project quality supervision off.
④ Strengthen the control of project completion and acceptance.
⑤ Develop a quality return program.
The construction industry is a pillar basic industry related to the national economy and people's livelihood, and plays a driving role in the development of the national economy. In modern society, although the market competition is cruel, but the construction industry can use modern information communication technology, quickly grasp the customer demand information, grasp the customer demand trends, provide timely and appropriate products and services to meet customer needs, to achieve customer satisfaction, so as to obtain a competitive advantage and better development.
2. Customer Satisfaction Survey Report Sample
With the deepening of the campus courier business, college students are becoming the main consumer group of courier services. Due to the diversity and specificity of college students' use of express delivery, courier companies have adopted a more flexible service approach. As courier becomes part of campus life, students have new expectations for courier services. Their satisfaction directly affects the image and reputation of courier companies among campus users. Therefore, it is necessary to study the satisfaction of campus courier users, and at the same time make suggestions for the courier service industry.
I. Survey Findings
The number of valid questionnaires and survey results show that campus users who use express delivery are mainly female, and there is a great difference in the frequency of use between male and female; the main reason for using express delivery is online shopping, which is inextricably linked to the rapid expansion of express delivery and the rapid development of e-commerce, especially online shopping.
The survey results show that customers are generally satisfied with the courier company, with fast delivery speed, good staff service attitude, low prices, delivery security and other advantages. From the perspective of all courier companies, the staff delivery speed and service attitude is better, the overall satisfaction with the commodity packaging is lower. The fixity of the delivery location, the distance from the school, the staff's service attitude, directly affects the mood of the customer and the customer's future choice.
A survey of the main factors that campus users consider when choosing courier services shows that courier speed is a factor of concern, 6.61% of respondents chose this option, followed by safe delivery, price and the service attitude of the receiving and sending staff, and the way of packaging is the least worrisome factor for users when choosing courier services. Cross-analysis of factors affecting choice and gender shows that girls are more concerned than boys about whether or not delivery is made to their door, and have higher requirements for delivery speed than boys.
When encountering problems such as delivery delays, damaged goods, and poor service staff attitude, only 23% of respondents chose to complain to the courier company, 11% chose to talk to the staff but not to complain, and nearly 40% chose not to complain but not to use the company's services. Only a few of those who complained to the courier company received a satisfactory resolution. Most of the complainants were not satisfied with the solution provided by the courier company and nearly 30% of the complainants did not receive any solution from the courier company. It can be seen that campus users rarely take active measures to protect their rights may be due to the inefficiency and passivity of the courier company in dealing with complaints, but also found that campus courier users lack effective and reasonable channels to protect their rights.
Second, the conclusion and recommendations
With the rapid development of e-commerce, especially online shopping, the courier industry is also rapidly expanding. It is not surprising that there is a "courier fever" on college campuses. Through this survey, we have a basic understanding of the use of campus courier and user satisfaction, from which we can draw some basic conclusions.
Different genders and ages of users in the use of courier frequency and preference there are differences. For example, girls often shop online, often use express delivery, and have higher requirements for express delivery security. The use of express delivery is common on university campuses, and online shopping is currently the main purpose of campus users to use express delivery.
College students are generally satisfied with the service of campus courier, some courier companies in the courier price, the attitude of the receiving and sending staff, the safety of delivery of the three factors have been recognized by campus users. Nevertheless, users believe that the most unsatisfactory factors are precisely these three; at the same time, these three factors in the user evaluation of the courier company's services occupy a high proportion. Comprehensive analysis shows that the improvement of these three aspects should be the focus of the courier company to effectively optimize service quality and improve customer satisfaction.
When dissatisfied with the express service, campus users seldom take active measures to defend their rights, and the main reason for this phenomenon may be that the express company does not actively and inefficiently handle user complaints.
3. Customer Satisfaction Survey Report Sample
I. Purpose of the Survey
To reflect the degree of customer satisfaction with the laundry by analyzing the satisfaction level of our students in the Aishang Laundry.
Second, the survey method
Sampling survey of students in our school questionnaire, and data analysis and organization.
Third, the organization and arrangement of the survey
The organization of the survey is Shihezi University Business School Aishang Laundry.
Investigation arrangements: first of all, the group discussion to determine the investigation of the store business, followed by communication with the store to determine the store to the customer needs to know what problems, and record the problems; again, the design of the questionnaire, distribution, recovery; after that, the data are counted and analyzed; and finally, the preparation of the survey report and communication with the store.
Fourth, the design of the questionnaire
Attached Word Aisan Laundry Questionnaire.
V. Analysis of the survey results
Question 1: How many times a month is the cycle of your laundry in the laundromat
Question 2: Under what circumstances will you choose to wash your clothes in the shop
Question 3: Do you think it is convenient to wash your clothes in the laundromat
Question 4: Do you think that the price of washing your clothes in the laundromat is right
Question 5: Does the speed of washing your clothes satisfy you in the laundromat? Is the speed of washing clothes satisfied
Question 6: Are you satisfied with the cleanliness of the clothes washed in the laundromat
Question 7: Do you think the environment of the laundromat is satisfactory
Question 8: Is the service of the service personnel of the laundromat satisfactory to you
Question 9: Do you prefer to accept the rechargeable card sold in the laundromat at a value of
Question 10: Do you think the price of washing clothes in the laundromat is appropriate while you are waiting for your clothes to be washed in the laundromat
Question 11: Do you think the price of washing clothes in the laundromat is reasonable? During the waiting period of our laundry, what way will you take to pass the time
Question 11: Our store also provides some other services, which one do you want the most
Question 12: What other suggestions do you have for the laundromat
1, tables and chairs in the laundromat is more convenient for the customer to sit;
2, speed of the laundry, other people wash the clothes not to take away;
3, Ability to make reservations by phone;
4, add a few more washing machines, the machine is too small, the queue of people on weekends;
5, add other items, such as entertainment or to provide WIFI;
6, the business hours are as long as possible;
7, the provision of laundry detergent;
8, to buy a card can not be topped up (which has been resolved).
Summary:
In general, the frequency of our students to go to the laundromat is 2~3 times/month; in winter to go to more, the reason is that the weather is cold, do not want to wash, and the second is not clean, the clothes are too thick and heavy. As for whether it is convenient to wash clothes at school, most students think it is still convenient, and a few think it is not very convenient, among which most of them are girls, who think it is better to have the clothes delivered to their homes. As for the price of laundry, most students thought it was reasonable and acceptable. They were also satisfied with the speed and cleanliness of the laundry, as well as the environment and service attitude. The denomination of the laundry card is 25 dollars, which is generally acceptable. In the laundry period, most people choose to go back to the dormitory waiting, and for the laundry should open additional business options ironing and clothing maintenance and home delivery more, which girls are more willing to let send a little bit, while the boys are more willing to provide the maintenance of clothing.
Six, to the enterprise's recommendations
1, should improve the quality of laundry and service attitude, a good attitude can give a good impression, to attract more people.
2, the laundromat should indeed increase a little additional business to attract and stabilize the customer base, not just a single laundry!
4. Customer Satisfaction Survey Report Sample
Banks are typical service industry, customer satisfaction and trust, is the starting point and foothold for us to achieve the goal of survival and sustainable development of enterprises. At the same time as the customer has become a vital resource for market competition, customer satisfaction has become a vital service content. Line with the transformation of the Agricultural Bank of China's retail outlets continue to deepen the reform, "customer-centric" this service concept and service purpose is also deepening.
First, the research method
The author of the XXXX Bank of unannounced visits to investigate. Through the customer identity for business on the bank in the civilization of high-quality service, service efficiency, convenient service and other aspects of the investigation. The results of the survey have a certain realistic basis, can truly reflect the quality of service of the branch.
Second, the results of the survey
(a) questionnaires and the results of the survey
(b) the bank's overall satisfaction
According to the above data analysis, we know that the current customer satisfaction of our bank is at a medium level, although the customer has received a relatively standardized service, but the pleasure of the service process still needs to be strengthened. For example:
1. The distance between the filling desk and the rest waiting area and the high counter area is far, and some customers are slower to fill in the order, so it is easy to over-number the phenomenon. This makes some customers feel that it is not very convenient and fast to do business.
2, queuing phenomenon occurs. Lunch and shift time due to staff efficiency is low, often caused by the phenomenon of waiting in line; and another reason is due to the complexity of the special business procedures consume too long. For example, large cash deposit and withdrawal, loss, account opening, purchase of funds, e-banking signing and other special business needs to spend a long time, it is easy to cause queuing.
3, self-service equipment supply is less than demand. Some customers complained about the lack of automatic replenishment of registered folders, water printing and other self-service banking equipment; self-service equipment can not handle electricity, telephone bills, traffic fines and other intermediate business; ATM machines often lack of money, lack of paper, and sometimes there will be a card banknotes, swallowing money and other system failures.
4. The services provided by the bank are not very rich. For example, the bank has not yet realized the collection and deduction of intermediary services such as water bills, mobile phone bills, gas bills, etc.
5.
5. Complaints and suggestions are not very smooth; remedies are not very appropriate.
Therefore, civilized and standardized service is the most basic duty of the banking industry, and is the key to build a quality brand of the bank and improve the core competitiveness of the bank. As a modern service industry, the competition in the banking industry is ultimately the competition of service. To stand firm in the increasingly fierce international competition, and to gain and maintain advantages, we must take quality service as an eternal theme, focus on customers, implement the service winning strategy, embed the requirements and standards of civilized and standardized service into all aspects of business management, integrate into the bank's various business areas, and continue to improve the service environment, perfect the service facilities, improve the means of service, innovate the variety of services, standardize the service behavior, and improve the efficiency of the service. The company's business is to improve the service environment, improve the service facilities, improve the service means, innovate the service varieties, standardize the service behavior, improve the service efficiency.
5. Customer satisfaction survey report sample
Hospital patient satisfaction assessment is an indispensable part of hospital management, is an effective means of evaluating the quality of medical care. Our hospital through continuous exploration and improvement, has now established a set of more perfect patient satisfaction survey system, for different types of patients to take different ways of investigation. Firstly, questionnaires are issued. Our hospital medical department and nursing department monthly from time to time to the department issued "patient satisfaction questionnaire", "nursing satisfaction questionnaire"; Second, telephone survey. Taking the form of telephone random return visits to patients for advice.
Through the patient satisfaction survey, the medical department summarized the following problems raised by the patients:
1, nursing staff for patients to do the admission mission, the explanation is not detailed.
2, individual patients do not know the competent doctor, competent nurse.
3, infusion nurses can not often round.
4, the patient is not satisfied with the nursing technical operation.
5, outpatients reflect that the charging room is slow.
6, outpatient doctors on the Mongolian medicine taking method explanation is not clear enough.
7, hospitalized patients do not understand the one-day list, and do not get a detailed explanation when asked.
Patient comments and suggestions:
1, I hope that nurses can often go to the ward to communicate with patients.
2. I hope the service will be more enthusiastic.
3, can speed up the charge.
Rectification measures:
1, to strengthen the admission mission, the organization of nurses to learn the knowledge related to admission mission.
2, the head nurse rounds the ward to do a good job of active self-introduction, so that patients know themselves.
3, the new nursing staff and low seniority nursing staff on nursing technology and theoretical knowledge is not good, is an important reason for patient dissatisfaction.
4, the patients in the ward have different cultural levels, and the nurses do not have a good grasp of the way of health education and the use of language.
5, the charging room staff to strengthen the business training, to be able to quickly and accurately in the peak patient service for patients.
6, the distribution of hospitalization lists, please explain, if the account is not enough, please notify the patient in advance.
In 20xx, the patient return rate of our hospital reached 100%; so that our patient satisfaction has been maintained at a high level in the industry, satisfaction rate of 98%. Over the past year, the medical staff refused to accept red packets and gifts of more than 3,000 yuan, received five letters of thanks, silk banners *** 18.
The management and improvement of the patient satisfaction survey, to understand the current situation of hospital services, assess the level of service, find the shortcomings of the service, guide the service enhancement, promote the continuous improvement of service quality, improve customer loyalty, and played a positive role in strengthening the hospital staff to "patient-centered" service concept, civilized service, Active service has become a trend, I hope that the whole hospital staff to continue to work hard, and continue to improve the quality of medical services in our hospital.