Satisfaction survey entered China, from the initial service implementation survey, to the perceived quality survey, and then to the satisfaction index model survey, and constantly combined with a variety of research technologies and concepts, developed satisfaction survey technology to meet different needs. According to the different concerns of satisfaction survey and problem solving, satisfaction survey technology can be divided into 10 generation.
Satisfaction survey technology from 1 generation to 10 generation is not a substitute relationship, and each generation of technology is suitable for the needs of enterprises and institutions of different types and development stages. Gradually adopting the targeted technical level can significantly and effectively manage and improve the service level.
Basic information:
The first three generations are the basis of the whole 10 generation satisfaction survey, which has gone through the development process from service process survey (1 generation) to service effect survey (second generation) and from service quality survey to satisfaction index survey (third generation). The last seven generations were developed according to different application requirements on the basis of the first three generations.
Focusing on improving dissatisfied customers, we have developed dissatisfaction survey (the fourth generation) and short board improvement survey (the fifth generation). In order to optimize the resource allocation strategy and determine the resource input boundary, the KANO model (6th generation) was developed. In order to analyze the demand for differentiated services, U&; A study (the seventh generation) comprehensive satisfaction survey;
The eighth generation of satisfaction focuses on people with high satisfaction, the ninth generation focuses on improving user experience, and 10 generation emphasizes the establishment of a service management system with satisfaction survey as the core.