Investigation report on mass satisfaction

# Report # Introduction An investigation report is an article that reflects the results of investigation and research on a certain issue, an event or an aspect. The following is an unorganized public satisfaction survey report, welcome to read!

Investigation report on mass satisfaction

Service is an effective means to retain customers. Research shows that the cost of acquiring a customer is five times that of retaining an old customer. If a beauty salon can reduce the customer churn rate by 5%, its profit will increase by 25%-28%. The profit rate of beauty salons mainly depends on the life span of old customers. Therefore, the staff of beauty salons should establish a correct service spirit, spare no effort to provide warm and thoughtful service to customers, make customers feel highly satisfied and respected, establish long-term friendly relations with customers through two-way communication, and retain customers. At the same time, an important way to improve the core competitiveness of beauty salons is to start with services, and details can better reflect the advantages of beauty salons and retain customers:

1, the knowledge and ability of beauty salon employees are well coordinated with the needs of customers. Whether it is a beautician, a beauty consultant or a cleaner, only the full cooperation of all employees can create the happiest service environment, and the environment is the first element of employees.

2. Whether employees are competent or not, employees in each position need to know their work clearly and be able to finish it on time.

3. Customers and employees have reasonable expectations for each other. Employees will not jump ship today and try to change beauty salons tomorrow, and customers will not order beauticians to be their slaves.

4, customer needs can be accurately diagnosed, beauty consultants can accurately grasp customer needs, and establish customer trust, so as to believe that this is a formal beauty salon.

Employees believe that what they do is the best for customers, instead of thinking that they cheated customers. Honesty is not only the performance of customers, but also based on long-term character and credibility, and employees are the witnesses of the boss's character and character, so they judge and choose their own money.

6. To communicate effectively with customers, employees should learn effective communication skills, listen to customers with empathy and truly understand their needs.

7. Maintain the trust and belief between employees and customers. The goodwill and enthusiasm shown by employees to customers can only make customers trust more, just like their own, which is dedication. Most beauty salons can do this, but the characteristics of beauty salons are technology and service, and customers need us to show professionalism in communication, so as to convince customers. Therefore, customers feel friendly and will not lose their distance from the beauty salon. They are just embarrassed and can't talk about the price.

8. All service personnel understand the management and service objectives, and the beauty salon has its own values and cultural standards, and has effectively educated all employees.

9. With accurate and unique business positioning, beauty salons are in an invincible position in the competition, and all employees are aware of their own positioning and are proud of it.

10, many beauty salons operate to test the emotional connection between beauticians and customers, so as to expand their business scope. A good customer always has several good friends around him. If this beauty salon provides them with sufficient services and establishes a good reputation, it will also attract a large number of tourists for the beauty salon invisibly and achieve its goal through word-of-mouth effect. If human feelings are combined with the market, the resulting human feelings business may lose its position and principles, and it will become more and more difficult to do business. A beauty salon manager should stand firm and separate personal sales from market sales.

Article 2 Survey report on mass satisfaction

I. Purpose of Survey This survey is aimed at the customer satisfaction survey of 9 major customers in xx domestic market. The purpose is to find out whether there are problems that need to be improved in the process of customer use, such as product quality and quality, technology and market service, product delivery, etc., and constantly improve these problems, and finally achieve customer satisfaction and loyalty to xx.

Second, the basic situation of the survey feedback

The investigation lasted for half a month, and the marketing staff of our company distributed the questionnaire to the key personnel (procurement specialist, process or technical personnel) at the customer's place to fill in, and the data obtained were true and effective. The survey targets are nine domestic CPT customers of our company. * * * 45 questionnaires were distributed, and 28 questionnaires were actually recovered, with a feedback rate of 62% and an effective rate of 100% (validity standard: 2/3 of the total number of effective answers in this questionnaire).

Third, the comprehensive analysis results of the survey data

1, comprehensive statistical analysis results of each market

(1) From the chart of the comprehensive statistical analysis results of each market in Table 1, SEG Hitachi, Shenzhen Samsung, Thomson and Shanghai Yongxin are satisfied in comprehensive evaluation, but Shanghai Yongxin is worse than its competitors, so we should pay attention to the competitor dynamics in this market; The comprehensive evaluation of SEG Hitachi, Thomson Dongguan and Nanjing Hua Fei market is better than that of competitors and should be maintained. The comprehensive evaluation of Shenzhen Samsung, Tianjin Samsung and Fuzhou Huaying market is comparable to that of competitors, and it is necessary to create differentiated competitive advantages; Customers in Tianjin Samsung, Shanghai Yongxin and Nanjing Hua Fei market have put forward the need for improvement.

(2) Give the score distribution of each evaluation item with all valid answers. According to the statistical results of evaluation items with valid answers, we can know which markets need to be improved in time under each evaluation item.

2. Statistical analysis results of each evaluation project

In line with continuous improvement, eliminate dissatisfaction; This survey aims at customer satisfaction and customer loyalty. Through the statistical analysis of the survey data of evaluation project satisfaction, we can find out the aspects that customers expect to improve, guide the employees in the company to make targeted improvements, improve the improvement effect, give back to customers, achieve customer satisfaction, and finally realize customer loyalty.

(1) Basic algorithm:

Satisfaction algorithm: using weighted average method.

Satisfaction of each evaluation project = 100%* weighted average score of evaluation project/100.

Comprehensive satisfaction = 100%* (satisfaction of each evaluation project * weight)/(weight).

According to the above algorithm, the comprehensive customer satisfaction is 79%.

(2) Evaluate the statistical results of project satisfaction ranking.

From the statistical results of the evaluation project satisfaction ranking, it can be seen that the main factors causing customer dissatisfaction are product adaptability, packaging and quality improvement, and customers are very satisfied with the attitude of service personnel, smooth communication channels and timely service, so it is judged that the top priority of our company is to improve technology research and development.

Four. Customer information analysis (suggestions and opinions)

1. Classify and summarize the messages to customers according to the evaluation items.

2. Classify and summarize the statistical analysis results of customer messages.

3. Sort and summarize the results of customer messages, and increase the proportion of messages as needed.

Article 3 Survey Report on Mass Satisfaction

Entrusted by the Office of the General Command of the Six Governance Projects, the Social Situation and Public Opinion Survey Center of the Municipal Bureau of Statistics conducted a telephone survey of people's satisfaction with the six governance projects in the city in the middle and late August by using the computer-aided telephone survey system (CATI). The survey results are reported as follows: 1. Basic information of this survey.

According to the investigation work plan, the investigation mainly involves six aspects: safety production management, food and drug safety management, air and water pollution control, traffic congestion control, city appearance and environmental management, and comprehensive management of social security. The respondents covered all citizens and * * * completed 4000 valid samples. There are 400 in each district and city. It is representative to adopt the principle of random sampling. Option homework is satisfactory 100, basically satisfactory 65 points, unsatisfactory 0 points, no score if you don't understand; In the investigation, the opinions of the masses are widely collected, and on the basis of sorting and summarizing one by one, they are sorted and summarized from different fields and regions.

Second, the scores of the six major areas

The survey results show that in six areas, the score of social security management is 80.88, and the lowest score of traffic congestion management is 59.75, with a difference of 21.13; Ranked 2-5 are: safety production management 78.44 points, food and drug safety management 75 points, city appearance and environmental management 74.9 1 point, air and water pollution control 63.54 points. It can be seen that the governance work in five areas has exceeded 60 points, and only traffic congestion has not passed.

Third, the scores of ten districts and cities.

(a) all districts and cities scored "pass", and the three districts in the city were relatively low. The survey results show that there are seven cities with scores between 70 and 80, namely: pingdu city 79.3, jiaozhou city 78.5 1, Laixi 78. 14, Huangdao 74.69, jimo city 73.23, Chengyang 73.04 and Laoshan 72.24. There are three districts and cities with 60-70 points, namely Shinan District with 66.86 points, Licang District with 64. 12 points and Shibei District with 60.72 points. Results The scores of the three districts in the city were relatively low.

(2) The first place in the field is scattered, and the last place in the field is concentrated. From the distribution of the first and last positions in six fields, the first and last positions of safety production and food and drug safety management are pingdu city and Shibei District respectively; Shinan District and Licang District rank before and after the air water pollution control. The first and last places in traffic congestion control are Laixi City and Shinan District respectively; Huangdao District and Shibei District are the first and last places of city appearance and environmental management. Jiaozhou city and Licang District rank first from the bottom in social security management. The above performance shows that the first place in each field is scattered in all districts and cities, and the last place in the field is concentrated in the three districts of the city. Mainly because the three districts failed in traffic congestion, air pollution and city appearance and environment.

(3) The evaluation in different fields is quite different, with the difference exceeding several times. Judging from the differences between different districts and cities in different fields, the traffic congestion control work is different. Among them, Laixi City (78.92 points) and the lowest Shinan District (30.85 points) differ by 48.07 points, with a difference of 2.6 times; The difference in food and drug management is the smallest. The difference between pingdu city (82.55 points) and the lowest Shibei District (69.78 points) is 12.77 points. For city appearance and environment, production safety, air water pollution and social security management, the differences between the scores and the lowest scores are: 23.05, 14.93, 14.37, 12.438+0 respectively. The above reflects the characteristics of different regions and the difficulty of governance.

Fourth, the masses reflect problems.

In order to analyze the problems in a targeted way, the reasons for people's dissatisfaction were recorded in detail in the survey, and 4092 problems were sorted out,1.8500 words. It is classified and summarized by region and field. Among all the problems, traffic congestion control and atmospheric water pollution control account for more than 60%. The "dissatisfaction" of the masses is mainly manifested in:

(a) the car parked in humanity, people in the driveway. Problems in traffic congestion management accounted for 35.9%. This is mainly manifested as follows: parking on both sides of the road, pedestrians can only take motor vehicle lanes, resulting in inconvenient, unobstructed and unsafe travel, and the masses have a strong reaction; Other aspects, such as: serious shortage of parking spaces, inadequate parking management, and lagging construction of special parking lots and intelligent parking facilities; The rapid growth of vehicles, and many narrow roads, infrastructure construction failed to keep up; Some roads are frequently excavated and lack of unified planning; The traffic lights at some intersections are unreasonable.

(2) Rivers are polluted, and exhaust gas makes the air dirty. Problems in air and water pollution control accounted for 25.8%. This is a common reflection, mainly manifested in: industrial wastewater, aquaculture manure and other untreated direct discharge, resulting in black, dirty and smelly rivers, people are full of expectations for the clarity of urban rivers. Other aspects, such as: the groundwater in rural areas is polluted, and the water quality of well water is turbid and smelly, which leads residents to go out to buy water to drink; Automobile exhaust, industrial waste gas, open-air barbecue, restaurant fume and other emissions cause air pollution, which is considered to affect physical and mental health.

(3) The environment is untidy and the management is not standardized. Problems in city appearance and environmental management account for 16.7%. Mainly manifested in: untidy living environment, pet feces everywhere, and road garbage not cleaned up in time, which damaged the image of the city. Other aspects, such as: outdoor farmers' markets, morning markets, night markets, gatehouses and other occupation of roads are common; Many illegal buildings affect the appearance of the city; Square dance is noisy at night and lasts for a long time, which needs standardized management; The place where I live lacks green trees and green spaces. I feel that the green coverage rate is not up to standard and I look forward to a better living environment.

(4) Fruits and vegetables are ripe, and the price of medicines is high. Problems in food and drug management accounted for 9.5%. Mainly manifested in: excessive use of vegetable and fruit ripening agents, seafood pesticides and antiseptic drugs, these foods are easy to deteriorate, deform and stink in a short time after being bought back. Other aspects, such as: the hygiene of cooked food production and sales in markets and roadside shops is poor, and expired food and genetically modified food are sold in shopping malls; The prices of drugs in hospitals and pharmacies are on the high side, and most of them feel unbearable. Pharmacy sales management is not in place, and prescription drugs are sold at will.

(five) the property was stolen, and the prevention and monitoring were weak. Problems in social security governance account for 8. 1%. The main manifestations are: burglary, fighting and robbery often occur in public places such as parks and roads, and residents in suburbs and rural areas report that motorcycles and electric vehicles are often stolen, and they do not report to the police in time after alarm; There is a lack of preventive monitoring facilities around the residence, and even some monitoring equipment is put into display, and the security personnel are not well supervised; Social security problems occur frequently in areas where floating population gathers.

(6) The safety awareness is weak, and there are piles of sundries in the building. Problems in safety production management accounted for 4.0%. Mainly manifested in: many private enterprises have a weak awareness of fire safety, and protective measures are not in place, occupying fire exits; Some shopping malls and markets expand their business area without authorization, crowding in and out roads, which is not conducive to safety emergency; Some enterprises that produce and sell inflammable and explosive goods are close to residential areas, and citizens feel unsafe; There are many sundries piled up in the courtyard of residential quarters, which are easy to cause fires and lack corresponding measures and management; Large trucks are seriously overloaded and overspeed, endangering the safety of pedestrians.