一种简易的顾客满意动态组合评价方法——顾客满意矩阵法

The Customer Satisfaction Matrix:A Simple Method to Dynamically Evaluate Customer Satisfaction

顾客资源已逐渐成为企业最为重要的资源,顾客满意已成为组织管理的共同目标。本文在双因素理论、卡诺模型以及GE矩阵等理论的基础上,设计出一种简易的顾客满意动态组合评价方法——顾客满意矩阵法。该方法把影响CSI因素的属性分为H因素/因子、HM因素/因子和M因素/因子,并针对因子的不同组合状态,设计了因子的动态组合权重规则,从而更加精确地度量了顾客满意的程度,提高了组织实施CS活动的有效性和效率。

Customer resource has gradually become the most important resource for enterprises, and Customer Satisfaction （CS） has become the common goal of management for an organization. Based on two-factor theory, Kano model and GE matrix, this paper divides the factors which influence Customer Satisfaction Index （CSI） into H element/factor, HM element/factor and M element/factor. Aiming at different combina- tion states, the article designs the rule of the dynamic combination factors, and then designs a simple method to dynamically evaluate customer satisfaction based on the Customer Satisfaction Matrix. This paper measures CSI more accurately than other methods, and improves the effectiveness and efficiency when organizations implement customer satisfaction activities.