overall thinking
step 1: investigation and study
through the investigation and study of consumers, employees and businesses, we can fully understand the consumer composition, consumption behavior habits, consumer satisfaction, employee satisfaction and business satisfaction.
Step 2: Service Specification
According to the results of investigation and study, the original management regulations of shopping centers and relevant industry knowledge, we will sort out and establish systematic service specifications to comprehensively improve the service level.
step 3: monitoring and upgrading
according to the established service standard system, the on-site supervision and management of services are strengthened by using supervision and control methods to comprehensively improve customer satisfaction.
step 1: investigation and study
contents
1. project name
2. project significance
(1) project background
(2) project purpose
3. project content and implementation method
(1) customer consumption behavior survey
(2) satisfaction. > iv. workflow and timetable
v. project implementation commitment
(I) project implementation error control
(II) data analysis
(III) report writing
VI. project members
VII. project budget
I. project name
** Research on consumer survey in shopping malls
II. Significance of the project
(I) Background of the project
With the increasingly fierce competition, maintaining high customer satisfaction and prompting service level has become the key for enterprises to maintain their market position. Therefore, using scientific methods, the overall perception of products and services provided by * * shopping malls and the overall satisfaction with shopping in * * shopping malls are accurate and objective; It has become a practical and historical work to discover the space for improving service and to create a gold medal service for shopping malls.
(II) Purpose of the project
1. Understand the composition of * * mall consumers
2. Understand the behavior habits of * * mall consumers
3. Understand the satisfaction of * * mall consumers
4. Understand the satisfaction of * * mall employees
5. Understand * * Shopping mall merchant satisfaction
III. Project content and implementation mode
(I) Customer consumption behavior survey
Survey object: shopping mall consumers
Sampling method: quota sampling
Sample size: 1111[1].
quota quantity:
age quota:
survey method: questionnaire survey (interview interception)
survey content:
1. customer screening information:
people who are not related to the industry, have not participated in or accepted the survey interview recently, * * Shopping mall consumers
2. Basic information of customers:
name, gender, occupation, contact information, home address, family monthly income
3. Consumption habits:
"5W2h"-WHEN to buy goods (WHAT), WHERE to buy goods (WHY). Purchase amount (HOW-MUCH), means of transportation (HOW), other (purchase frequency, membership or not, Information sources, etc.)
(II) Satisfaction survey
1. Customer satisfaction survey
Respondents: shopping center consumers
Sampling method: random sampling
Survey method: questionnaire survey (interception of access)
Sample size: 1111
Survey content [2] :
service satisfaction: job satisfaction (cashier, parking, etc.), reasons for satisfaction or dissatisfaction
environmental satisfaction: cleanliness, hardware facilities, rest places, browsing convenience, etc., reasons for satisfaction or dissatisfaction
format satisfaction: format positioning, format composition, brand attitude, price attitude, Reasons for satisfaction or dissatisfaction
Overall satisfaction: service satisfaction, environmental satisfaction, business satisfaction, comprehensive satisfaction, reasons for satisfaction or dissatisfaction
Network service satisfaction: website clarity, website content comprehensiveness, network update speed, website information content, message reply speed, Reasons for satisfaction or dissatisfaction
2. Employee satisfaction survey
Survey object: service personnel
Sampling method: comprehensive survey
Survey method: questionnaire survey
Sample size: property management personnel and all other grass-roots employees
Survey content:
Yes * * Overall evaluation of shopping mall management
Work itself: challenge, autonomy, learning opportunities, success opportunities
Working environment: working conditions, Internal communication
3. merchant satisfaction survey
(1) quantitative survey of merchant satisfaction
respondents: merchants
sampling method: comprehensive survey
survey method: questionnaire survey
sample size: all merchants in the shopping center
survey content:
** Overall comprehensive evaluation of shopping malls
** Highlights in the process of shopping mall management or service
** Problems in the process of shopping mall management or service
Service satisfaction: post satisfaction (cashier, parking, etc.)
Environmental satisfaction: cleanliness, hardware facilities, rest places and browsing convenience
Format satisfaction: format positioning, format composition, Brand attitude
overall satisfaction: service satisfaction, environmental satisfaction, business satisfaction and comprehensive satisfaction
to * * Suggestions in the operation of shopping malls
(2) Qualitative survey of merchants' satisfaction
Survey object: merchants
Sampling method: stratified sampling
Survey method: panel discussion
Sample size: 6-8 representatives of merchants
Sample composition: department stores, supermarkets, specialty stores, restaurants, entertainment, leisure, culture, Office
Survey content:
** Overall comprehensive evaluation of shopping malls
** Highlights in the process of shopping mall management or service
** Problems in the process of shopping mall management or service
Service satisfaction: job satisfaction (cashier, parking, etc.)
Environmental satisfaction: cleanliness, hardware facilities, rest places, Browsing convenience
format satisfaction: format positioning, format composition, brand attitude
overall satisfaction: service satisfaction, environmental satisfaction, format satisfaction, comprehensive satisfaction
the construction of * * shopping malls in the operation process.