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 首页 -> 学习资料 -> 顾客满意度年度分析报告 |
| 顾客满意度年度分析报告 |
月份
评价项目 |
评分 |
| 1月 |
2月 |
3月 |
4月 |
5月 |
6月 |
7月 |
8月 |
9月 |
10月 |
11月 |
12月 |
平均 |
| 交付产品质量 |
3 |
5 |
10 |
3 |
3 |
3 |
3 |
10 |
20 |
5 |
0 |
10 |
6.25 |
| 准时交付率 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
| 交付数量 |
5 |
5 |
2 |
5 |
2 |
2 |
2 |
5 |
5 |
0 |
0 |
0 |
2.75 |
| 顾客投诉 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
| 内部绩效 |
5 |
5 |
5 |
5 |
0 |
5 |
5 |
5 |
5 |
5 |
5 |
5 |
4.583 |
| 顾客索赔费用 |
2 |
2 |
2 |
2 |
2 |
2 |
2 |
2 |
2 |
2 |
2 |
2 |
2 |
| 顾客退货费用 |
2 |
2 |
2 |
2 |
2 |
2 |
2 |
2 |
2 |
2 |
2 |
2 |
2 |
| 售后服务费用 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
| 合计扣分 |
17 |
19 |
21 |
17 |
9 |
14 |
14 |
24 |
34 |
14 |
9 |
19 |
17.58 |
| 实际满意度 |
83 |
81 |
79 |
83 |
91 |
86 |
86 |
76 |
66 |
86 |
91 |
81 |
82.42 |
| 满意度目标 |
85 |
85 |
85 |
85 |
85 |
85 |
85 |
85 |
85 |
85 |
85 |
85 |
85 |
False 0 MinMax 1 MinMax Chart 1 FullPage 0 Solid Hairline 1 Foreground 宋体 10.75 0 Transparent 0 0 10424.99267578125 3690 1 1 151.16239379882813 0 10273.830281982422 3409.56 35 Solid Narrow 14 Foreground 宋体 10.75 Line Standard Marker 0 1 0 0 [TS统计资料.xls]分析报告!$A$13 实际满意度 10 Solid Narrow Diamond 5 10 10 0 [TS统计资料.xls]分析报告!$B$13:$N$13 1 0 [TS统计资料.xls]分析报告!$A$14 满意度目标 6 Solid Narrow Square 5 6 6 0 [TS统计资料.xls]分析报告!$B$14:$N$14 Bottom 0 0 0 Solid Hairline 1 0 宋体 8 0 Transparent 0 Inside 1 1 Automatic Left 1 1 0 Solid Hairline 0 Solid Hairline 0 Minimum Between 0 宋体 8 0 Transparent 0 Inside Value 10 Horizontal Custom 7117.6637493896487 3409.56 2920 260 None 1 Foreground 宋体 8.25 0 Transparent 
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| 顾客安逸度综合分析 |
| 顾客满意度调查得分= |
4.375 |
换算成百分后= |
87.5 |
顾客本年度的二方审核得分= |
87 |
| 年度顾客满意度= |
85.64 |
年度顾客满意度目标= |
85 |
与目标的差距= |
0.638888889 |
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说明:如果没有顾客二方审核,则顾客满意度为:月度满意度统计及顾客满意度调查的平均值. |
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