500 users who have used the "Imperial Satellite" tableware are asked two questions, their answer is summarized in Table 1.
Investigation question:
Expression 1: When I call "Imperial Satellite" for service, I would rather be able to speak with the operator.
Very important and important is generally not important
Expression 2: My satisfaction with the computer recording of "Imperial Satellite":
Very satisfied with satisfaction is generally unsatisfactory is very unsatisfactory
The company is considering turning the electronic sound system as a customer and a system of dialogue when the customer calls the service. According to the following data, it is judged whether "Empire Satellite" should implement this idea. What does it mean if it is a marketing plan of the Imperial Satellite?
Summary of the survey results electronic sound and customer satisfaction data summary
Very important
important
general
unimportant
Unimportant
Subtotal
%
Very satisfied
38
62
40
20
200
360
72
satisfaction
8
Seduce
5
8
6
34
6.8
general
5
5
Seduce
Seduce
20
44
8.8
Be unsatisfactory
3
3
6
Seduce
8
27
5.4
Very dissatisfied
3
5
Seduce
9
11
35
Seduce
Subtotal
57
82
65
51
245
500
%
11.4
16.4
13
10.2
49
According to the analysis of the above data summary, nearly 60% of customers believe that whether the dialogue is actually not important, nearly 80% of customers believe that the company's computer reply system is satisfactory.
Therefore, it is considered that the company does not need to put into investment in the link of the attendant service. Because most customers are satisfied with the electronic sound, or if the company wants to meet the rest of the 10% strong unsatisfactory customers, it is also possible to let the customer choose to jump to the operator's conversation, but only This is a slight investment.
