A Quantitative Method to Identify the Improvement Direction on Customer Service Elements

In order to minimize fuzzy uncertainty factors in the competitive comparison analysis of customer service, a model of multistage fuzzy comprehensive evaluation about customer service improvements is set up through fuzzy decision theory with the benchmark of several competitors of the service performance in the marketplace. A method to improve the direction of customer service elements is supplied. The method is proved to be efficient and feasible in practice by analyzing an example.