J.D. Power 亚太地区CSI调查调整说明.pptVIP

# J.D. Power Asia Pacific Syndicated CSI Study RedesignJ.D. Power 亚太地区CSI调查调整说明 December,2008 2008年12月 Background背景 J.D. Power’s first syndicated studies in Asia were launched about 10 years ago. Today the CSI is deployed in seven countries in the region. In keeping with changing trends across Asia, J.D. Power’s Asian CSI syndicated study is being redesigned. J.D. Power 在亚洲的CSI调查目前已覆盖了7个国家，距首次调查已有整整10年时间，考虑到客户诉求随地区发展趋势的变化，2009年的CSI调查将进行调整。 New CSI Study: Objective and Study Title新版CSI调查：目的和名称的变化 Study Objective: 调查目的： The primary objective of new CSI study is to purely measure retail performance pertaining to after-sales service. Hence, scope of the study is refined as ‘Study of Customer Satisfaction with Dealer Service’ from previous scope ‘ Study of Customer Satisfaction with Product Quality and Dealer Service’. 新版CSI调查的主要目的是测量消费者对经销商提供的单纯售后服务的满意程度。因此，调查范围从之前的“产品质量与经销商服务满意度调查”变成为“经销商服务满意度调查”。 Study Title: 调研名称： According to the change of study objective and scope as well as for the sake of global alignment, study title will be updated as follow: 由于调查目的和调查范围的变化并保持全球统一，调查名称也有所调整： (OLD): Customer Satisfaction Index study (旧版)：客户满意度指数调查 (NEW): Customer Service Index study (新版)：客户服务指数调查 New CSI Study: Revision to Factor Structure新版CSI调查：因子结构的调整 New CSI Factor Structure: 新的因子结构： Re-designed CSI factor structure aligns with J.D. Power global CSI metric. 新的因子结构与J.D. Power 的全球调查衡量标准相同。 The new CSI study composes of five factors illustrated on right. Key revision from the current structure is summarized below: 新版CSI调查主要由5个因子组成（见右侧图表），与旧版因子结构相比的主要变化如下： √ ‘Problem Experienced factor is eliminated from CSI index model since the primary objective of the new CSI is to purely measure retail performance pertaining to after-sales service. 由于新版调查的主要对象是售后服务，原“问题经历”因子取消。 √ ‘User-Friendly Service’ factor is also eliminated and some attributes in this factor are relocated to other factors. 原 “服务友好度”因子中的部分细项调整到其他因子中，因此在新版中也予以取消。 √ ‘In