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(1)顾客(业主)满意或不满意的信息包括:1)工程质量的符合性,2)满足业主的需要和期望,3)工程的承包价格的及时交付。 (2)规定收集业主满意或不满意的方法及渠道。重点应按照工程投标、施工过程及交付后服务几个方面确定信息渠道。可能有的方法是,业主代表的意见;监理公司的意见;通过走访而得到的信息反馈;经过顾客电话、信函得到的信息以及各种社会媒体的报道评价等。
(1) Satisfied or dissatisfied customers (owners) include: 1) compliance with project quality, 2) meeting owner’s needs and expectations, and 3) timely delivery of construction contract price. (2) Provide for methods and channels for collecting satisfactory or unsatisfactory information from owners. Focus should be in accordance with the project bidding, the construction process and delivery services to determine several aspects of information channels. The possible methods are the opinion of the owner’s representative, the opinions of the supervising company, the feedback of the information obtained through the visit, the information obtained through the customer’s phone call, letters and the reports and evaluation of various social media.