Kundenbefragung mit Zufriedenheitsanalyse - am Beispiel eines Call Centers

Abstract

Gegenstand dieser Arbeit ist eine schriftliche Kundenbefragung im Dienstleistungsbereich. Es wird die aktuelle Situation der Kundenzufriedenheit anhand eines Fragebogens ermittelt. Die Befragung wird schriftlich durchgeführt und richtet sich an Kunden, die mindestens einmal eine Miete bei einer Namenhaften Autovermietung getätigt und dieses in einem dafür vorgesehenen Call Center reserviert haben. Ziel der Befragung ist es zum einen die aktuelle Situation zu erfassen sowie die Gründe der Zufriedenheit und Unzufriedenheit aufzuzeigen und Wünsche oder Anregungen der Kunden für die Zukunft mit einzubeziehen.

This investigation is about a customer opinion poll and a satisfaction analysis in a car rental company. Considering the data privacy, there were 250 clients chosen by coincidence and interviewed by help of written questionnaire. There were open, closed, direct questions and grading, including in parts bipolar interval scales. The response of 17% is evaluated with the help of the statistical program SPSS. In various forms of combinations (cross tables) correlations are fathomed and described. Regarding the results, it can be said that the satisfaction of the complete operational termination of the rental is graded by an average value of 1,81, which can be estimated as good. The major of answers is 2. Equal to this the letter, including the contact information, is graded with 1,76, the major answers were 1. The average of the feelings at the first call are rated 1,70. The customers felt friendliness, attention, authority and politeness better graded than patience, concentration and calmness. There seems to be a high correlation between the characteristics authority, concentration and patience to general impression, the coefficient of correlation amounted 0,546 to 0.506 compared to the correlation coefficient of 0,434. When a client was called once and got the car immediately, the general impression was very good. A good moderate dimension is to call the customer twice and sending a correspondence with the full information. (Arithmetic average 1,58) Quite pleasant is the willingness from satisfied and dissatisfied customers of answering questions and telling their impressions. The willingness of giving statements is very positive for looking ahead and can be very helpful for further qualitative studies.