自从上世纪80年代中期起,质量管理就成为一种改进产品质量、降低成本和提高对顾客服务的方法,并被广泛采纳。而其中的顾客满意评价,一直是大家长期争论的问题。马尔科姆·波多里奇国家质量奖的创立以及顾客满意评价对质量管理过程的重要性,使人们对从顾客角度评价公司绩效的需求越来越坚定。 Since the mid-1980s, quality management has become widely adopted as a way to improve product quality, reduce costs and improve customer service. Among them, the evaluation of customer satisfaction has always been a long-standing issue for debate. The creation of the Malcolm Baldrige National Quality Award and the importance of customer satisfaction assessment to the quality management process have made it increasingly demanding that companies evaluate their performance in terms of their customers.