摘要
目的:调查顾客对血站服务的满意度,使血站顾客满意度测量更符合"以人为本"、"一切以顾客为中心"的管理理念。方法:2009—2013年上半年,借鉴国内、外顾客满意度调查法,并结合血站实际,对血站顾客进行问卷调查。结果:通过调查改进、管理评审,顾客对血站的综合满意度上升到一定阶段后出现区间震荡,但顾客对血站的综合满意度总体是提升的,由2009年的97.98%上升为2013年上丰年的98.45%。结论:坚持开展血站满意度调查,可一定程度上持续确保血站产品和服务满足顾客需求。
To investigate customer service satisfaction of blood, the blood of customer satisfaction measurement more in line with the ＂people--oriented＂,＂all customer--centric＂ management philosophy. Methods from 2009 to the first half of 2013,domestic,external customer satisfaction survey,combined with the actual blood,carries on the questionnaire survey to the blood bank customers.Results through the investigation and improvement,management review,overall customer satisfaction of blood rises to a certain stage after the interval concussion,but overall customer satisfaction of blood is the overall promotion,rose from 97.98% in 2009 to 98.45% in the first half of 2013.Conclusion to carry out blood satisfaction survey,to some extent continued to ensure blood products and services to meet customer needs.
出处
《科技资讯》
2013年第21期235-236,共2页
Science & Technology Information
关键词
血站
测评
满意度
管理
Blood station
Evaluation
Satis faction
Management
