What Is the Customer Satisfaction Index?

Customer Satisfaction Index, the English name Customer Satisfaction Index, abbreviated as CSI, was first established in Sweden in 1989. It is an index obtained through the calculation of a model based on the customer's evaluation of the company's product and service quality. It is a measure of customers. The economic index of satisfaction is divided into four levels.

Customer satisfaction index

Customer Satisfaction Index (CSI)

Customer satisfaction index ^[1]

Sweden was first established in 1989

China's satisfaction index (

The customer satisfaction index evaluation index system is divided into four levels:

The first level: the overall evaluation target "customer satisfaction index" is a first-level indicator;

Second and third level indicators of customer satisfaction index evaluation

Secondary indicator

Customers can be external customers or internal customers.

External customers can be classified according to social demographic characteristics (gender, age, education, occupation, place of residence, etc.), consumer behavior characteristics (that is, psychological and behavior characteristics), and purchasing experience.

Therefore, the customer groups to be investigated should be determined first in order to design the questionnaire in a targeted manner.

Generally proceed

According to the established customer satisfaction index evaluation index system, the three-level index is developed and becomes a question on the questionnaire. The design of the questionnaire is a key link in the entire evaluation. Whether the evaluation results are accurate and effective depends largely on this.

The following describes the design method and steps of the questionnaire:

(I) Design of the questionnaire First, the purpose of the customer satisfaction index evaluation is clear:

1. Understand customer needs and expectations, investigate customer perceptions of quality and value, and set quality standards;

2. Calculate the customer satisfaction index and identify the customer's attitude towards the product;

3. Identify the strengths and weaknesses of the organization by comparing with competitors. Secondly, the four-level indicators are converted into questions on the questionnaire. Finally, pre-investigate the designed questionnaire, generally take 30-50 samples and use interviews or telephone interviews. In addition to understanding the customer's attitude towards the product or service, you can also understand their views on the questionnaire and modify it.

(II) Basic format of the questionnaire The questionnaire generally includes introduction words, description of filling in the questionnaire, questions and basic information of the respondent.

Examples of introductory words

respected user:

Hello! We are a xxx company and conduct a survey of user satisfaction. The purpose is to obtain an objective evaluation of the company's products and services so that we can

Enterprises can choose first party, second party or third party

After collecting the questionnaires, the number (frequency) of each answer to each question and its percentage (frequency) of the total number of respondents should be counted, and it should be visually represented in a graphical manner. If there is no statistical software, you can usually use it directly.

(I) Mathematical model of customer satisfaction index

(two)

According to the evaluation results, formulate a detailed measure plan, and implement the improvement suggestions in the report to relevant departments and responsible persons, in order to achieve continuous improvement and enhance customer satisfaction.