Two sides of phone service between maintenance and service – mobile phone repair
According to the latest Ministry of Information Industry statistics show that, as of December 2007, the Chinese mobile phone users has reached 547 million. This shows that mobile phone penetration in the Chinese market higher. The higher mobile phone penetration rate has caused a lot of service problems. According to the Consumer Research Center, 2007 ZDC Internet survey, consumer satisfaction with mobile service worrying.
2008, the Internet consumer research center once again start the annual "3 15" mobile phone service satisfaction survey, a total of 780 valid questionnaires. Through investigation, ZDC obtained phone service satisfaction conditions of the following main features:
Look at the overall distribution: Consumer service content to service a single, super Liu Cheng above when the user needs only think of the maintenance service. In addition, service satisfaction, status, although most expressed satisfaction over the people, but the proportion of very satisfied customers around only 1 percent.
Service satisfaction rating from the point of view:
Close to consumers and consumer service quality, maintenance costs, spare parts and maintenance of the speed of price satisfaction is not very high. But for services, such as customer service attitude, find and open networks, hardware and other aspects of satisfaction is relatively high.
Accordingly ZDC that manufacturers are more concerned about the rigid maintenance of the consumer's service work is not done very much in place, while the soft quality of service in a good performance, so companies need to effectively do the actual work to enhance overall satisfaction.
I. Sample Description 1, gender (Map) the gender distribution of sample
Survey, participation in the mobile phone market this customer satisfaction survey the proportion of male users reached 72.1%, 45.2 percentage points more than female users.
2, age, (Map) to investigate the age distribution of the sample
Survey, participated in this survey uneven age distribution of users. Users between 18-25 years of age the proportion of high, reaching 63.5%. Followed by the 26-35 age group of users, 33.3%. 36 years old with 18 years of age the proportion of young users. From this distribution, the young cell phone users more concerned about service satisfaction, while the consumption of this type is also the most potential among mobile phone users.
3, education (Map) to investigate the distribution of samples by education level
Results show that the users participated in this survey for the college education / university the highest proportion, 53.3%. Second, education for high school / secondary users, accounting for 38.8% ratio. Junior high school graduate and above and below as well as users in the survey the number of participants small, the cumulative proportion of less than 8 percent.
4, Professional (Map) to investigate the occupational distribution of the sample
Survey, general staff in the survey the proportion of more than 60% to 61.7%. Freelancers and students close to the proportion of users were 12.5% and 11.7%, ranking third in the civil service and other professional users, accounted for 9.4%. Clearly, though professionals, students and civil service, and the three in this investigation is not the main, but the sample is still relatively abundant in the distribution. Other professional users occupy the remaining 4.7% ratio.
5, income (Map) sample of the income distribution
In this investigation, the income of 1000-3000 yuan higher proportion of users among more than lowering their prices for the overall market is the main user of this survey. Second, income customers between 3001-5000 yuan, up 21.1% share.
As students user account in this survey a certain proportion of income of 1,000 yuan or less, therefore the user account for the proportion of 14.1%. Income of 5,000 yuan or more in high-income groups in the proportion of small, accumulated less than 4 percentage points.
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