客户满意度研究

321998WalkerInformation,Inc.AllRightsReserved.Confidentialandproprietary.Nopartofthisdocumentmaybereproducedortransmittedinanyformorbyanymeans,electronicormechanical,includingphotocopying,recording,orbyanyinformationstorageorretrievalsystem,withoutthepriorwrittenpermissionofWalkerInformation.2Confidential&Proprietary,1998WalkerInformation2___________________3UnderstandingKeyOutput___________4__________________________________________________________4______________________________Error!Bookmarknotdefined.__________________________________________________6______________________________________________________7________________________________________________________9_________________________________________________________11________________________________Error!Bookmarknotdefined._____________________________________________________15NextSteps__Error!Bookmarknotdefined.2October19,19982Confidential&Proprietary,1998WalkerInformation3?2Confidential&Proprietary,1998WalkerInformation4!!–!!!!()2Confidential&Proprietary,1998WalkerInformation5.()!!!2Confidential&Proprietary,1998WalkerInformation6()/186018612Confidential&Proprietary,1998WalkerInformation7()()()103627303438542744232130//////////2Confidential&Proprietary,1998WalkerInformation8()!!()()()2Confidential&Proprietary,1998WalkerInformation941%20%25%14%()2Confidential&Proprietary,1998WalkerInformation10##(//)#(//)###2Confidential&Proprietary,1998WalkerInformation11/$/%ABCCompanysignificantlyhigher/lowerthanitscompetition.TotalSample=287PriceOverallQualityOverallReputationValue40857061131632412%Excellent/VeryLow/OneoftheBest%VeryGood/Low/BetterThanMost%Moderatep_sml_lg0%20%40%60%80%100%50616480%$$%!!!2Confidential&Proprietary,1998WalkerInformation12!!2Confidential&Proprietary,1998WalkerInformation13()CommitmentSales/FieldReps.20Products.12Billing&Credit.11Delivery.06Ordering.03OverallQuality.49OverallReputation.26Price.02Available/AccessibleProblem-SolvingDisputeResolutionBeingReliableWarrantyonClaimsTimelyProcessingProblem-SolvingAccurateInvoicesCompleteOrderOn-TimeOrderStatusProductAvailabilityBehaviorsAttitudesExperiences2Confidential&Proprietary,1998WalkerInformation14##()2Confidential&Proprietary,1998WalkerInformation15CriticalImprovementsSecondaryImprovementsLeverageableStrengthsOverallMeasuresPrice(61%)OverallQuality(70%)OverallReputation(85%)CriticalImprovementsSecondaryImprovementsLeverageableStrengthsExperiencesProducts-BeingReliableSales/FieldReps-Available/AccessibleBilling&Credit-TimelyProcessingSales/FieldReps-ProblemSolving-AbilitytoSolveDisputesProduct-Warranty&ClaimsBilling&Credit-AccuracyofInvoicesSales/FieldReps-UnderstandYourNeeds-ResponsivetoYourNeedsBilling&Credit-ProblemResolutionProducts-MeetingSpecifications2Confidential&Proprietary,1998WalkerInformation16####