title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹ Ð¿Ð¾ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹ Ð·Ð°Ð²ÐµÐ´ÐµÐ½Ð¸Ñ Ð¾Ð±ÑÐµÑÑÐ²ÐµÐ½Ð½Ð¾Ð³Ð¾ Ð¿Ð¸ÑÐ°Ð½Ð¸Ñ
title: Ð´Ð¸Ð¿Ð»Ð¾Ð¼Ð½ÑÐ¹ Ð¿ÑÐ¾ÐµÐºÑ
titleType: Subtitle
Creators: name: Ð¢ÐµÐ½ÑÑ, ÐÐ»ÑÐ³Ð°
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2016
Subjects: ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÑ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ
Ð¾ÑÐµÐ½ÐºÐ° ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸
ÑÐ°ÑÑÐµÑ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸
customer satisfaction
satisfaction score
efficiency calculation

description: Ð Ð¿ÐµÑÐ²Ð¾Ð¹ Ð³Ð»Ð°Ð²Ðµ Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· Ð¾ÑÑÐ°ÑÐ»Ð¸ Ð¾Ð±ÑÐµÑÑÐ²ÐµÐ½Ð½Ð¾Ð³Ð¾ Ð¿Ð¸ÑÐ°Ð½Ð¸Ñ Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³Ð°, ÐºÐ¾ÑÐ¾ÑÑÐ¹ Ð¿Ð¾Ð·Ð²Ð¾Ð»Ð¸Ð» Ð²ÑÑÐ²Ð¸ÑÑ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ð½ÑÐµ Ð·Ð¾Ð½Ñ ÐÐÐ Â«ÐÐ»Ð°Ð½ÐºÐ¾Â» - ÐºÐ°ÑÐµ Â«ÐÐµÑÐ½Ð°Â», Ð¸ Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÐ¸ Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð¸Ñ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹ Ð¿Ð¾ Ð¾ÑÐµÐ½ÐºÐµ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹. Ð¢Ð°ÐºÐ¶Ðµ Ð¿ÑÐµÐ´ÑÑÐ°Ð²Ð»ÐµÐ½Ð¾ ÑÐ°Ð¼Ð¾ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð¿Ð¾ÑÑÐµÐ´ÑÑÐ²Ð¾Ð¼ Ð¾Ð¿ÑÐ¾ÑÐ° Ð¿Ð¾ÑÐµÑÐ¸ÑÐµÐ»ÐµÐ¹ ÐºÐ°ÑÐµ, ÐºÐ¾ÑÐ¾ÑÐ¾Ðµ Ð¿Ð¾ÐºÐ°Ð·Ð°Ð»Ð¾ ÑÑÐ¾Ð²ÐµÐ½Ñ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÑÐ½Ð½Ð¾ÑÑÐ¸ Ð½Ðµ ÑÐ¾Ð»ÑÐºÐ¾ ÑÑÐ»ÑÐ³Ð°Ð¼Ð¸ Ð·Ð°Ð²ÐµÐ´ÐµÐ½Ð¸Ñ, Ð½Ð¾ Ð¸ Ð¾Ð±ÑÐµÐµ Ð²Ð¿ÐµÑÐ°ÑÐ»ÐµÐ½Ð¸Ðµ, Ð° ÑÐ°ÐºÐ¶Ðµ Ð·Ð°Ð²Ð¸ÑÐ¸Ð¼Ð¾ÑÑÑ Ð¾Ñ Ð²ÑÐµÐ¼ÐµÐ½Ð¸ Ð¿Ð¾ÑÐµÑÐµÐ½Ð¸Ñ. ÐÐ¾ Ð²ÑÐ¾ÑÐ¾Ð¹ Ð³Ð»Ð°Ð²Ðµ Ð¿ÑÐµÐ´ÑÑÐ°Ð²Ð»ÐµÐ½Ñ ÑÐµÐ¾ÑÐµÑÐ¸ÑÐµÑÐºÐ¸Ðµ Ð¾ÑÐ½Ð¾Ð²Ñ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹, Ð¾ÑÐ½Ð¾Ð²Ð½ÑÐµ Ð¿ÑÐ¸Ð½ÑÐ¸Ð¿Ñ Ð¿Ð¾Ð²ÐµÐ´ÐµÐ½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹, Ð° ÑÐ°ÐºÐ¶Ðµ Ð¼Ð°ÑÐºÐµÑÐ¸Ð½Ð³Ð¾Ð²ÑÐµ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð´Ð»Ñ Ð¸Ñ Ð¾ÑÐµÐ½ÐºÐ¸. ÐÑÐ¸Ð½ÑÐ¸Ð¿Ñ Ð¿Ð¾Ð²ÐµÐ´ÐµÐ½Ð¸Ñ Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÑÑÑ Ð¼ÐµÑÐ¾Ð´Ñ Ð²Ð¾Ð·Ð´ÐµÐ¹ÑÑÐ²Ð¸Ñ Ð½Ð° ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÑ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ, Ð¸Ñ Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ Ð¸Ð·ÑÑÐ°ÑÑ Ð¸ Ð°Ð´Ð°Ð¿ÑÐ¸ÑÐ¾Ð²Ð°ÑÑ Ðº Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð½Ð¾Ð¹ Ð¾ÑÑÐ°ÑÐ»Ð¸ Ð¸ Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð½Ð¾Ð¹ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸. ÐÑÐ¸ Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð¸Ð¸ Ð¼Ð°ÑÐºÐµÑÐ¸Ð½Ð³Ð¾Ð²Ð¾Ð³Ð¾ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¾ÑÐµÐ½Ñ Ð²Ð°Ð¶Ð½Ñ Ð¼ÐµÑÐ¾Ð´Ñ, Ð¾Ð½Ð¸ Ð´Ð¾Ð»Ð¶Ð½Ñ Ð±ÑÑÑ Ð¿Ð¾Ð´Ð¾Ð±ÑÐ°Ð½Ñ ÑÐ°Ðº, ÑÑÐ¾Ð±Ñ Ð¿Ð¾Ð»ÑÑÐ¸ÑÑ Ð¼Ð°ÐºÑÐ¸Ð¼Ð°Ð»ÑÐ½ÑÐ¹ ÑÑÐ¾Ð²ÐµÐ½Ñ Ð¾Ð±ÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸. Ð ÑÑÐµÑÑÐµÐ¹ Ð³Ð»Ð°Ð²Ðµ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ñ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð´Ð»Ñ Ð´Ð°Ð»ÑÐ½ÐµÐ¹ÑÐµÐ³Ð¾ ÑÐ°Ð·Ð²Ð¸ÑÐ¸Ñ Ð·Ð°Ð²ÐµÐ´ÐµÐ½Ð¸Ñ Ð¸ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÑÑÐ¾Ð²Ð½Ñ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÑÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÐµÑÐ¸ÑÐµÐ»ÐµÐ¹ ÐºÐ°ÑÐµ, Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð½ÑÐµ Ð½Ð° Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð½Ð¾Ð¼ Ð¼Ð°ÑÐºÐµÑÐ¸Ð½Ð³Ð¾Ð²Ð¾Ð¼ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ð¸, Ð° ÑÐ°ÐºÐ¶Ðµ ÑÐ°ÑÑÑÐ¸ÑÐ°Ð½Ð° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ Ð¿ÑÐµÐ´Ð»Ð°Ð³Ð°ÐµÐ¼ÑÑ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹.
description: The first chapter analyzes the public sector of St. Petersburg power , which allowed to identify problem areas of " Blanco " - cafe "Spring" and the justification for the need for measures to assess customer satisfaction . Also it presented the study itself by interviewing cafe visitors , which showed the level of satisfaction is not only the services of institutions, but the general impression , as well as dependence on the time of visit . The second chapter presents the theoretical framework for the assessment of customer satisfaction , the basic principles of consumer behavior and market research to evaluate them. Principles of Conduct define the methods of influence on customer satisfaction , they need to learn and adapt to the particular industry and a particular organization . When conducting marketing research methods are very important , they should be selected so as to obtain the maximum level of objectivity. In the third chapter developed measures for further development of the institution and enhance visitors ' satisfaction cafe based on conducting market research as well as the effectiveness of the proposed measures is calculated .