Channel Satisfaction Research System
Channel satisfaction research is a cross process of horizontal and vertical service delivery. PFG channel satisfaction research in the horizontal services transfer, for from the manager to the middle part of the channel and service window to the end user experience complete channel satisfaction research, in-depth mining of longitudinal, PFG channel satisfaction research system includes the base layer to channel satisfaction in construction and promote research system and the deep layer of the channel satisfaction xi7 of improved support system.
PFG channel CS research system
Channel satisfaction construction and promotion research system of PFG base layer includes:
Channel satisfaction research is a cross process of horizontal and vertical service delivery. PFG channel satisfaction research in the horizontal services transfer, for from the manager to the middle part of the channel and service window to the end user experience complete channel satisfaction research, in-depth mining of longitudinal, PFG channel satisfaction research system includes the base layer to channel satisfaction in construction and promote research system and the deep layer of the channel satisfaction xi7 of improved support system.
PFG channel CS research system
Channel satisfaction construction and promotion research system of PFG base layer includes:
| 1) in view of the internal management aspect, how should it make the plan of satisfaction? How to tap consumer demand for services? How to develop and optimize the service standards, so that it is consistent with the actual needs of the customer service? This work is the starting point for the management of all channels' satisfaction. The main research products include “customer service demand research”, “service standards formulation, optimization” and so on. 2）For channel providers, service window links, how to ensure that the channel providers, first-line service personnel in accordance with the implementation of the standard? What kind of support services can be provided for them? The link for the channel satisfaction to implement the important link, the main products include service process flight check ,“ shop on-site service meditate ”, and“ backward outlets stores in counseling ”, and“ network to improve the development and application of tools ”. 3）For the end user link, how to correctly monitor and evaluate the customer satisfaction? How to dig and improve customer dissatisfaction? This link is an important part of "full mining and promotion" of channel satisfaction |
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PFG depth channel satisfaction precision improvement support research system research content includes: 1）For internal management, how to implement effective business policy? Competitive products and industry benchmark which can learn the highlights? The main products include “making advisory services" business policy",“competing products, benchmarking benchmarking study". 2）For channel providers, service window links, service personnel is the main carrier of service delivery, improve how to do based on the service personnel “people-oriented"? At the same time how to reduce the quality of service or service level is not a risk through the construction of standardized service platform? In this aspect, the research products mainly include “service personnel and customer complaints", “site service words", “network service management manual" and so on. 3）How to improve customer satisfaction and recommendation intention in the end user segment? How to prevent customer dissatisfaction and loss of risk? Will satisfaction research further into loyalty research and transformation research service support for marketing research, to touch the internal management, network channels implement and improve service, the research mainly research on services marketing of products, including: recommended rate study ,“ that is, defeat of the customers", “back to the shop will study", “pre loss, loss of the customers" etc. |
