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1.1 中高端客户保有率

.................................................................................62

1.2 客户信息资料完整率

.............................................................................62

1.3 预警信息处理及时率

.............................................................................62

1.4 捆绑率

.....................................................................................................63

2 服务指标

...........................................................................................................63

2.1 服务覆盖率

.............................................................................................63

2.2 服务知晓率

.............................................................................................63

2.3 客户满意度

.............................................................................................63

2.4 挂机满意率

.............................................................................................63

2.5 投诉处理满意率

.....................................................................................64

2.6 工单处理及时率

.....................................................................................64

2.7 业务考试成绩

.........................................................................................64

2.8 质检成绩

.................................................................................................64