影院服务质量分析报告-2016年12月

12345项目检测概况整体情况分析区域分析竞争影城分析顾客满意度及意见附：

及目录CONTENTS62项目检测概况01PART

ONE31.1项目背景执行方法神秘顾客

检测执行时间每月1号~每月26号样本覆盖本月

样本共79个其中本品74个，二检样本3个，竞品2个，–

计算方式：总分=∑各细项实际得分/∑各细项可得分*100+否决项扣分样本购票方式

访客

忙闲时区域门店数量区域门店数量AM15AM13哈尔滨AM4AM7华南AM8AM7辽宁AM7江苏AM8AM8竞品2影院总数79注：以上图表中数字为各占比数量4忙时39%闲时61%下午31%晚51%晚低峰,6%上午12%检查时段男38%女62%线上70%线下30%1.2检测内容问卷内容及权重：注：否决项若出现扣分则计入总分，否则不计分；顾客体验满意度独立分析，不计入总分否决项题目数分值9放映事故11010服务态度110总计220一级指标二级指标数三级指标数分值占比1A125.0%2B笑颜仪容仪表114.0%3C大堂及等候区1513.0%4D售票处362.0%5E卖品处272.0%6F影厅服务31410.0%7G洗手间1613.0%8H自助取票133.0%总计1344100%顾客体验满意度题目数分值11服务态度、环境卫生、观影效果、购票 、卖品产品55*20总计51005整体情况分析<<回602PART

TWO2.1本月整体检测结果CGV影城12月表现较好的环节：平均得分率为93.3%

，顾客满意度得分率为94.2%；，大堂及等候区，自助取票，望保持；表现较差的环节：售票处服务，需重点关注。93.3%94.2%98.4%94.8%98.4%79.9%89.9%93.8%97.1%100.0%7月份总分满意度ARS仪容仪表大堂排队购票LED屏购票服务卖品服务产品品质影厅服务影厅环境3D眼镜洗手间自助取票4.8%11月份92.5%90.9%996.1%99.2%100.0%100.0%73.8%89.1%65.4%89.0%99.3%71.6%97.6%99.6%12月份93.3%94.2%98.4%94.8%98.4%100.0%100.0%67.3%89.7%90.9%91.3%100.0%90.6%97.1%100.0%差比0.7%3.3%3.6%-1.3%-0.8%0.0%0.0%-6.5%0.6%25.5%2.4%0.7%19.1%-0.5%0.4%2.2上月对比情况分析备注：蓝色字体为得分较弱或有退步指标，红色字体为有提升指标，红底部分为表现良好环节12月总体得分较11月提升了0.7个百分点；顾客满意度较11月有明显提升，望保持；其中购票服务、仪容仪表指标分别下降了6.5、1.3个百分点，需关注；本期产品品质、3D眼镜较上期有显著提升，望保持。93.3%94.2%98.4%94.8%98.4%

100.0%

100.0%67.3%89.7%90.9%91.3%100.0%90.6%97.1%

100.0%本期上期894.8%100.0%100.0%46.7%95.5%100.0%100.0%75.3%89.5%85.5%88.3%96.1%B1笑颜仪容仪表D1排队引导

D2票房显示屏D3主动问候及道别D4唱收唱付，双手呈递…E1卖品价目表E2柜台卫生及陈列E3主动问候及道别E4建议点膳E5快速有效完成收银服务E6爆米花口感的评价E7饮品口感评价售票处、卖品处A1总机接通率100.0%A2

人工服务97.4%C1环境卫生97.4%C2设施设备97.4%C3

信息100.0%C4温度及气味98.7%C5通往影城的扶梯及…100.0%D5售票及解说100.0%G1环境卫生93.4%D6口头 卖品95.5%G2设施设备100.0%G3

桶96.1%G4清洁工具98.7%G5洗手间检查表97.4%G6客用耗材98.7%H1自助取票区秩序管理100.0%100.0%100.0%H2自动取票卖品宣传H3自助取票机正常使…服务、环境、取票处F1入场广播F2检票

F3主动问候100.0%90.9%98.7%F4引座服务62.3%F5放映质量100.0%F6串厅98.7%F7巡厅98.7%F8散场引导80.5%F9影厅设施100.0%F10观影照明100.0%F11影厅温度100.0%F12环境卫生100.0%F133D眼镜整洁96.8%F143D眼镜使用84.4%影厅服务2.3-1细项指标表现情况本月D3主动问候及道别、E3主动问候及道别、F4引座服务，3个指标整体表现较弱，需重点关注。92.3-2

细项指标表现情况下表为本期较上期上升&下降幅度前三的指标项陈列；D6口头 卖品、D4唱收唱付,双手呈递和找零、E6爆米花口感的评价提升较大,望保持；G5洗手间检查表、E4建议点膳、D3主动问候及道别指标较上期下降幅度较大，需注意。指标11月12月差比D6口头

卖品31.0%95.5%64.4%D4唱收唱付，双手呈递和找零37.9%95.5%57.5%E6爆米花口感的评价58.4%88.3%29.9%G5洗手间检查表100.0%97.4%-2.6%E4建议点膳93.1%89.5%-3.6%D3主动问候及道别56.5%46.7%-9.8%102.4忙闲时段检测情况分析不同繁忙程度，忙时、闲时总体得分率分别为93.8%、93.0%，忙闲时表现基本相当；忙时笑颜仪容仪表方面表现比闲时好，希望各门店在闲时也注意仪容仪表的规范；本期忙闲时售票处服务方面表现均相对较弱，为改进重点。93.8%100.0%100.0%99.2%84.7%88.1%100.0%93.0%97.4%91.5%97.9%76.8%91.1%94.2%93.2%97.4%96.4%100.0%忙闲时段指标得分对比忙时闲时112.5

检测结果

图本月共检测22个省份，其中19

个省份得分在90分以上，望继续保持；、山东表现较弱， 靠后，望关注。省份分数陕西云南河北江苏福建江西12345578999.097.997.897.196.996.996.395.195.0吉林湖南重庆内黑龙江辽宁10111213141516171819浙江94.894.694.093.993.893.793.393.292.492.4山东20212289.488.285.6122.6TOP

10前10名和后10名门店排名店名城市区域CGV督导总分满意度1西安印象城西安AM姜兆吉100.099.01广州永旺广州华南AM竺丽君100.095.01哈尔滨群力哈尔滨哈尔滨AM陈吉100.095.01呈贡AM竺丽君100.098.01于家堡AM姜兆吉100.097.06宿迁西湖宿迁江苏AM周志强98.097.06抚顺武功街抚顺辽宁AM陈吉98.097.08滨海AM姜兆吉97.996.08西安胡家庙西安AM姜兆吉97.997.08常州恐龙园常州江苏AM周志强97.995.08昆山昆城广场昆山江苏AM周志强97.999.08百家湖江苏AM周志强97.997.08盘锦兴隆台盘锦辽宁AM陈吉97.998.08道AM姜兆吉97.997.08宜兴八佰伴宜兴江苏AM周志强97.996.08长沙芙蓉长沙华南AM竺丽君97.997.0店名城市区域CGV督导总分满意度65亦庄AM姜兆吉87.087.065大连东港大连辽宁AM陈吉87.087.067天地AM陈吉85.985.968青岛万象城青岛AM姜兆吉84.884.869哈尔滨会展中心哈尔滨哈尔滨AM陈吉84.084.070顺义AM姜兆吉83.683.671清河AM姜兆吉82.492.472烟

港路烟台AM姜兆吉82.382.373奥体AM姜兆吉81.381.373大宁AM周志强81.381.3BOTTOM

10132.7分值幅度较大门店通告降幅TOP

5升幅TOP

5成绩成绩12月11月差比排队

LED

购票购票自助取票店名

区域天地(星星)

AM

85.9

92.7-6.80.0%-12.5%0.0%-10.30.0%12.5%0.0%-11.00.0%-12.5%0.0%-11.10.0%0.0%0.0%清河

AM

82.4

92.7奥体(星星)

AM

81.3

92.2青岛万象城

AM

84.8

95.8烟 港路

AM

82.3

95.8-13.5ARS

仪容

大堂仪表

区域-60.0%

0.0%

-23.1%0.0%

0.0%

0.0%0.0%

0.0%

0.0%0.0%

0.0%

0.0%0.0%

0.0%

0.0%0.0%屏

服务0.0%

66.7%0.0%

-66.7%0.0%

-66.7%0.0%

-26.7%0.0%

13.3%卖品

产品

影厅服务

品质

服务-15.4%

0.0%-23.1%

100.0%-23.1%

0.0%-46.2%

66.7%-38.5%

0.0%0.0%影厅

3D眼镜

洗手间0.0%

-100.0%

0.0%0.0%

-50.0%

0.0%0.0% --

0.0%0.0% --

-13.3%0.0%

-50.0% -40.0%0.0%成绩12月

11月成绩

差比ARS仪容

大堂

排队仪表

区域

购票LED屏购票

卖品

产品

影厅服务

服务

品质

服务自助取票97.8

80.4

17.4

0.0%

0.0%

0.0%

0.0%

0.0%

66.7%46.2%-66.7%50.0%0.0%0.0%93.8

78.1

15.6

0.0%100.0%0.0%0.0%0.0%0.0%38.5%0.0%0.0%0.0%0.0%店名

区域沈阳金融中心

辽宁AM大连柏威年

辽宁AM于家堡

AM100.0

90.0

10.0

0.0%0.0%0.0%0.0%0.0%66.7%0.0%0.0%12.5%0.0%0.0%96.9

87.0

9.9

100.0%

0.0%

15.4%

0.0%

0.0%

0.0%0.0%33.3%12.5%0.0%0.0%芜湖

城 江苏AM常州恐龙园 江苏AM97.9

90.0

7.9

0.0%

0.0%

0.0%

0.0%

0.0%

60.0%15.4%0.0%0.0%0.0%影厅

3D眼镜

洗手间0.0%

0.0%0.0%

40.0%-100.0%

0.0%-100.0%

0.0%0.0%

0.0%0.0%14对顾客体验满意度有消极影响的环节主要集中在购票服务、卖品服务、笑颜仪容仪表等服务环节，相关环节为改进重点；其中购票处服务环节本期得分相对较低，得分率为79.9%，为改进重点指标，望重点关注。15问题环节问题指标售票处主动问候及道别(46.7%，较上期下降9.8个百分点)表现较弱；卖品处主动问候及道别(75.3%，较上期提升5.2个百分点)；影厅引座服务(62.3%，较上期上升11.7个百分点)表现较弱。2.8问题及建议加强服务 的服务规范性培训CGV需要进一步加强服务

的服务规范性售票、卖品处：主动问好和道别、建议点膳等；影厅服务：引座服务、检票规范、散场引导方面需加强；加大培训力度，加深员工对服务规范性的理解和认知；可以进一步完善奖惩制度，结合一些考核制度，例如神秘顾客检查办法，对服务行为进行监督和督促。加强影厅服务管理本期检测发现：多个门店在影厅引座服务方面有失分；员工服务在很大程度上能决定顾客满意度，为了更好的提升顾客满意度，建议员工在做好本职工作的基础上，加大影厅服务的力度，在各个区域都能让顾客体验到CGV星聚汇员工的服务热情，从而留下更好的观影体验。2.9

小结16区域分析<<回1703PART

THREE3.1区域总体情况本期检测，

前三名的大区：江苏AM、华南AM、

AM，望继续保持；后三名的大区：

AM、

AM、辽宁AM，需努力改进。ARS100.0%100.0%100.0%95.0%91.4%100.0%100.0%100.0%100.0%仪容仪表100.0%100.0%100.0%100.0%100.0%75.0%100.0%87.5%86.7%大堂100.0%100.0%100.0%98.2%96.7%100.0%100.0%100.0%94.9%排队购票100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%LED屏100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%购票服务95.0%70.0%65.7%61.0%90.5%73.3%59.0%50.0%57.8%卖品服务100.0%100.0%94.5%92.9%85.7%90.4%84.6%81.7%82.1%产品品质79.2%100.0%81.0%94.9%100.0%100.0%81.0%91.7%91.1%影厅服务92.2%87.5%92.9%97.1%86.6%90.6%96.4%90.6%87.5%影厅100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%3D眼镜100.0%100.0%100.0%100.0%100.0%87.5%100.0%62.5%75.0%洗手间96.7%98.3%98.1%95.9%98.1%100.0%96.2%98.3%95.6%自助取票100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%总分97.1%95.5%94.7%94.6%93.8%93.7%93.2%90.9%89.2%区域江苏AM

华南AMAMAMAM

哈尔滨AM

辽宁AMAMAM指标183.2

江苏AM整体表现分析店名总分满意度ARS仪容仪表大堂区域排队购票LED屏购票服务卖品服务产品品质影厅服务影厅3D眼镜洗手间自助取票宿迁西湖98.097.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%87.5%100.0%100.0%100.0%100.0%宜兴八佰伴97.996.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%87.5%100.0%--100.0%100.0%常州恐龙园97.995.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%87.5%100.0%100.0%100.0%100.0%昆山昆城广场97.999.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%--100.0%100.0%百家湖97.997.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%--100.0%100.0%芜湖

城96.995.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%66.7%87.5%100.0%--100.0%100.0%盐城中南城96.0100.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%73.3%100.0%无锡盛岸94.095.0100.0%100.0%100.0%100.0%100.0%60.0%100.0%100.0%87.5%100.0%100.0%100.0%100.0%江苏AM97.196.8100.0%100.0%100.0%100.0%100.0%95.0%100.0%79.2%92.2%100.0%100.0%96.7%100.0%平均分93.394.298.4%94.8%98.4%100.0%100.0%67.3%89.7%90.9%91.3%100.0%90.6%97.1%100.0%宜兴八佰伴常州恐龙园昆山昆城广场宿迁西湖百家湖芜湖

城盐城中南城无锡盛岸区域内各门店表现：无锡盛岸总体得分较低，满意度得分较低，望关注；宿迁西湖总分97.0分，表现良好；门店满意度得分均高于总体平均，望保持；其次，无锡盛岸店在购票服务方面表现不足，望关注。总分93.3满意

度94.219需保持方面的：需加强方面的现场

：无锡盛岸-售票员出票前没有确认影票宜兴八佰伴-售票台干净江苏AM现场情况20盐城中南城-洗手间有个灯是坏的宿迁西湖-售票员着装规范3.3

华南AM整体表现分析21店名总分满意度ARS

客服仪容仪表大堂区域排队购票LED屏购票服务卖品服务产品品质影厅服务影厅3D眼镜洗手间自助取票广州永旺100.095.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%长沙芙蓉(星星)97.997.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%87.5%100.0%100.0%100.0%100.0%长沙星沙万象汇95.888.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%75.0%100.0%100.0%100.0%100.0%中山兴中广场(星星)95.795.0100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%100.0%100.0%--100.0%100.0%佛山星都汇广场95.597.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%75.0%100.0%--100.0%100.0%江门蓬江94.090.0100.0%100.0%100.0%100.0%100.0%60.0%100.0%100.0%87.5%100.0%100.0%100.0%100.0%长沙德思勤93.588.0100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%100.0%100.0%--86.7%100.0%长沙岳麓91.397.0100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%75.0%100.0%--100.0%100.0%华南AM95.593.4100.0%100.0%100.0%100.0%100.0%70.0%100.0%100.0%87.5%100.0%100.0%98.3%100.0%平均分93.394.298.4%94.8%98.4%100.0%100.0%67.3%89.7%90.9%91.3%100.0%90.6%97.1%100.0%长沙岳麓佛山星都汇广场

长沙芙蓉中山中心广场

广州永旺江门蓬江长沙德思勤

长沙星沙万象汇区域内各门店表现：长沙岳麓总体得分区域内最低，望关注；广州永旺总分100.0分，满意度一般，顾客观影体验一般，望关注；其次，长沙岳麓、长沙德思勤、中山中心广场店在购票服务方面有不足，望关注。总分93.3满意

度94.2需保持方面的：长沙德斯勤-

桶过满长沙星沙万象汇-检票处员工有问好需加强方面的现场

：华南AM现场情况22长沙岳麓-走廊员工未问候江门蓬江-售票处员工有问好3.4AM整体表现分析23店名总分满意度ARS

客服仪容仪表大堂区域排队购票LED屏购票服务卖品服务产品品质影厅服务影厅3D眼镜洗手间自助取票于家堡100.097.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%--100.0%100.0%道97.997.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%100.0%100.0%100.0%滨海(星星)97.996.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%--100.0%100.0%郑州大卫城93.893.0100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%87.5%100.0%100.0%100.0%100.0%呼和浩特中山93.791.0100.0%100.0%100.0%100.0%100.0%60.0%100.0%100.0%100.0%100.0%100.0%86.7%100.0%梅江91.396.0100.0%100.0%100.0%100.0%100.0%33.3%84.6%100.0%87.5%100.0%--100.0%100.0%东马路(星星)88.090.0100.0%100.0%100.0%100.0%100.0%33.3%76.9%100.0%75.0%100.0%--100.0%100.0%AM94.794.3100.0%100.0%100.0%100.0%100.0%65.7%94.5%81.0%92.9%100.0%100.0%98.1%100.0%平均分93.394.298.4%94.8%98.4%100.0%100.0%67.3%89.7%90.9%91.3%100.0%90.6%97.1%100.0%于家堡道滨海郑州大卫城呼和浩特中山梅江东马路区域表内各门店表现：东马路店总体、满意度表现一般；

于家堡店得分区域最高，满意度表现优秀，望保持；其次，

东马路、

梅江、郑州大卫城店在购票服务方面表现较弱，望关注。总分93.3满意

度94.2需保持方面的：需加强方面的现场

：呼和浩特中山-清洁工具出现在视线中梅江-检票员戴手套AM现场情况24东马路-售票员未问好道别顾客道-卖品处员工有问好道别3.5AM整体表现分析25店名总分满意度ARS仪容仪表大堂区域排队购票LED屏购票服务卖品服务产品品质影厅服务影厅3D眼镜洗手间自助取票呈贡100.098.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%--100.0%100.0%金楠96.798.0100.0%100.0%100.0%100.0%100.0%100.0%76.9%100.0%100.0%100.0%--100.0%100.0%海伦95.898.0100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%100.0%100.0%100.0%100.0%100.0%温江珠江95.896.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%73.3%100.0%重庆鱼洞95.796.5100.0%100.0%100.0%100.0%100.0%46.7%100.0%100.0%100.0%100.0%--100.0%100.0%宜宾莱茵94.594.0--100.0%100.0%100.0%100.0%100.0%76.9%100.0%87.5%100.0%100.0%100.0%100.0%航空港93.893.040.0%100.0%100.0%100.0%100.0%100.0%76.9%100.0%100.0%100.0%100.0%100.0%100.0%泸州万象汇93.890.0100.0%100.0%100.0%100.0%100.0%33.3%100.0%33.3%100.0%100.0%100.0%100.0%100.0%高新93.593.0100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%87.5%100.0%--100.0%100.0%科华92.493.0100.0%100.0%76.9%100.0%100.0%33.3%100.0%100.0%100.0%100.0%--100.0%100.0%金牛91.393.0100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%100.0%100.0%--73.3%100.0%重庆新牌坊90.294.0100.0%100.0%100.0%100.0%100.0%33.3%76.9%100.0%87.5%100.0%--100.0%100.0%AM94.694.895.0%100.0%98.2%100.0%100.0%61.0%92.9%94.9%97.1%100.0%100.0%95.9%100.0%平均分93.394.298.4%94.8%98.4%100.0%100.0%67.3%89.7%90.9%91.3%100.0%90.6%97.1%100.0%重庆新牌坊海伦金楠重庆鱼洞温江珠江呈贡金牛科华高新重庆新牌坊航空港泸州万象汇区域内各门店表现：重庆新牌坊店总分较低，满意度得分一般；呈贡总体、满意度表现良好，望保持；泸州万象汇满意度得分区域内较低，望关注；其次，重庆新牌坊、

金牛、

科华、等门店在购票服务方面有扣分，望关注。总分93.3满意

度94.2需保持方面的：重庆鱼洞-售票处员工未问好未道别金牛-卖品处员工有问好道别需加强方面的现场

：AM现场情况26高新-检票处员工未问好顾客泸州万象汇-检票处员工有问好3.6AM整体表现分析27店名总分满意度ARS

客服仪容仪表大堂区域排队购票LED屏购票服务卖品服务产品品质影厅服务影厅3D眼镜洗手间自助取票奥山97.894.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%87.5%100.0%--100.0%100.0%福州泰禾96.995.0100.0%100.0%100.0%100.0%100.0%100.0%76.9%100.0%100.0%100.0%100.0%100.0%100.0%赣州万象城95.894.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%75.0%100.0%100.0%100.0%100.0%萍乡润达94.388.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%81.3%100.0%--86.7%100.0%光谷93.596.0100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%87.5%100.0%--100.0%100.0%金银潭92.496.0100.0%100.0%100.0%100.0%100.0%100.0%61.5%100.0%87.5%100.0%--100.0%100.0%天地(星星)85.990.040.0%100.0%76.9%100.0%100.0%100.0%61.5%100.0%87.5%100.0%--100.0%100.0%AM93.893.391.4%100.0%96.7%100.0%100.0%90.5%85.7%100.0%86.6%100.0%100.0%98.1%100.0%平均分93.394.298.4%94.8%98.4%100.0%100.0%67.3%89.7%90.9%91.3%100.0%90.6%97.1%100.0%奥山赣州万象城光谷福州泰禾金银潭天地萍乡润达总分93.3区域内各门店表现：天地店总体得分区域较低，望关注；

奥山总分97.8分，表现优良，满意度得分低于总体平均，望继续改进；其次，

光谷店在购票服务方面表现不足，望关注。满意

度94.2需保持方面的：AM现场情况28天地店-自助取票机旁有空纸箱萍乡润达-卖品处员工服务规范金银潭-单手呈递找零奥山店-散场处有员工指引需加强方面的现场

：3.7

哈尔滨AM整体表现分析29店名总分满意度ARS仪容仪表大堂区域排队购票LED屏购票服务卖品服务产品品质影厅服务影厅3D眼镜洗手间自助取票哈尔滨群力100.095.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%哈尔滨学府95.898.0100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%100.0%100.0%100.0%100.0%100.0%延吉百利城94.897.0100.0%100.0%100.0%100.0%100.0%100.0%76.9%100.0%87.5%100.0%100.0%100.0%100.0%哈尔滨会展中心84.093.0100.0%0.0%100.0%100.0%100.0%60.0%84.6%100.0%75.0%100.0%50.0%100.0%100.0%哈尔滨AM93.795.8100.0%75.0%100.0%100.0%100.0%73.3%90.4%100.0%90.6%100.0%87.5%100.0%100.0%平均分93.394.298.4%94.8%98.4%100.0%100.0%67.3%89.7%90.9%91.3%100.0%90.6%97.1%100.0%哈尔滨学府延吉百利城哈尔滨群力哈尔滨会展中心区域内各门店表现：哈尔滨会展中心总分区域最低，望关注；哈尔滨群力总分表现良好，满意度得分相对一般，望继续改进；其次，哈尔滨会展中心店在仪容仪表方面有不足；哈尔滨学府、哈尔滨会展中心店在购票服务方面有失分，望关注。总分93.3满意

度94.2需保持方面的

：哈尔滨AM现场情况30哈尔滨会展中心-检票员发3D眼镜时未佩戴白色手套哈尔滨群力-影厅有巡厅表延吉百利城-卖品处员工未道别顾客哈尔滨会展中心-卖品处员工有问好需加强方面的现场

：3.8

辽宁AM整体表现分析31店名总分满意度ARS

客服仪容仪表大堂区域排队购票LED屏购票服务卖品服务产品品质影厅服务影厅3D眼镜洗手间自助取票抚顺武功街(星星)98.097.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%100.0%100.0%100.0%盘锦兴隆台97.998.0100.0%100.0%100.0%100.0%100.0%80.0%100.0%100.0%100.0%100.0%--100.0%100.0%沈阳金融中心97.898.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%--100.0%100.0%大连柏威年93.897.0100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%87.5%100.0%100.0%100.0%100.0%沈阳中街(星星)91.388.0100.0%100.0%100.0%100.0%100.0%33.3%84.6%100.0%87.5%100.0%--100.0%100.0%大连东港87.092.5100.0%100.0%100.0%100.0%100.0%33.3%53.8%100.0%100.0%100.0%--86.7%100.0%辽宁AM93.294.7100.0%100.0%100.0%100.0%100.0%59.0%84.6%81.0%96.4%100.0%100.0%96.2%100.0%平均分93.394.298.4%94.8%98.4%100.0%100.0%67.3%89.7%90.9%91.3%100.0%90.6%97.1%100.0%盘锦兴隆台沈阳金融中心大连柏威年

抚顺武功街大连东港沈阳中街区域内各门店表现：大连东港总体得分区域内最低，望关注；抚顺武功街总分98.0分，表现优秀，满意度分值较高，望保持；其次，大连东港、沈阳中街、大连柏威年店在购票服务指标表现较弱，望关注。总分93.3满意

度94.2需保持方面的：辽宁AM现场情况32大连柏威年-售票员没有道别沈阳金融中心-售票处员工有问好道别大连东港-卖品员没有建议点膳，没有道别抚顺武功街-卖品处员工有问好道别需加强方面的现场

：3.9AM整体表现分析33店名总分满意度ARS仪容仪表大堂区域排队购票LED屏购票服务卖品服务产品品质影厅服务影厅3D眼镜洗手间自助取票宁波鄞州94.695.0100.0%100.0%100.0%100.0%100.0%100.0%76.9%100.0%87.5%100.0%--100.0%100.0%安亭93.596.0100.0%100.0%100.0%100.0%100.0%33.3%84.6%100.0%100.0%100.0%--100.0%100.0%大华(星星)93.596.0100.0%100.0%100.0%100.0%100.0%33.3%100.0%100.0%87.5%100.0%--100.0%100.0%宁波北仑93.094.0100.0%100.0%100.0%100.0%100.0%100.0%61.5%100.0%87.5%100.0%100.0%100.0%100.0%余姚城东91.394.0100.0%100.0%100.0%100.0%100.0%33.3%100.0%33.3%87.5%100.0%--100.0%100.0%宁波文化广场90.693.0100.0%100.0%100.0%100.0%100.0%33.3%76.9%100.0%87.5%100.0%100.0%100.0%100.0%莘庄(上影)89.691.0100.0%0.0%100.0%100.0%100.0%33.3%100.0%100.0%100.0%100.0%50.0%100.0%100.0%大宁(上影)81.390.0100.0%100.0%100.0%100.0%100.0%33.3%53.8%100.0%87.5%100.0%0.0%86.7%100.0%AM90.993.6100.0%87.5%100.0%100.0%100.0%50.0%81.7%91.7%90.6%100.0%62.5%98.3%100.0%平均分93.394.298.4%94.8%98.4%100.0%100.0%67.3%89.7%90.9%91.3%100.0%90.6%97.1%100.0%宁波鄞州安亭&大华宁波北仑余姚城东宁波文化广场莘庄大宁区域内各门店表现：大宁店总体得分较低，满意度较弱；宁波鄞州总分94.6分，表现一般，满意度得分一般，望关注；其次，

莘庄在仪容仪表方面有失分；大宁、

莘庄、宁波文化广场等门店在购票服务方面表现不足，望关注。总分93.3满意

度94.2需保持方面的：AM现场情况34莘庄-卖品处员工工号牌歪斜宁波鄞州-散场有员工引导大宁-卖品员没有道别没有建议点膳大华-卖品处员工微笑服务需加强方面的现场

：3.10AM整体表现分析店名总分满意度ARS仪容仪表大堂区域排队购票LED屏购票服务卖品服务产品品质影厅服务影厅3D眼镜洗手间自助取票西安印象城100.099.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%--100.0%100.0%西安胡家庙97.997.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%87.5%100.0%--100.0%100.0%唐山路南97.898.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%87.5%100.0%--100.0%100.0%颐堤港(星星)95.795.0100.0%100.0%100.0%100.0%100.0%100.0%100.0%100.0%75.0%100.0%--100.0%100.0%淄博世纪92.790.0100.0%100.0%100.0%100.0%100.0%40.0%100.0%66.7%100.0%100.0%--100.0%100.0%日照万象汇91.394.0100.0%100.0%100.0%100.0%100.0%33.3%84.6%100.0%87.5%100.0%--100.0%100.0%烟台长江路89.193.0100.0%0.0%100.0%100.0%100.0%33.3%100.0%100.0%87.5%100.0%--100.0%100.0%青岛新都心89.095.0100.0%100.0%100.0%100.0%100.0%60.0%76.9%100.0%87.5%100.0%50.0%100.0%100.0%亦庄87.095.0100.0%100.0%69.2%100.0%100.0%33.3%100.0%33.3%87.5%100.0%--100.0%100.0%青岛万象城84.887.0100.0%100.0%100.0%100.0%100.0%33.3%53.8%100.0%87.5%100.0%--86.7%100.0%顺义83.692.5100.0%50.0%76.9%100.0%100.0%66.7%69.2%83.3%81.3%100.0%100.0%93.3%100.0%清河82.482.0100.0%100.0%100.0%100.0%100.0%33.3%76.9%100.0%100.0%100.0%--100.0%100.0%烟

港路82.390.0100.0%100.0%100.0%100.0%100.0%33.3%61.5%100.0%100.0%100.0%50.0%60.0%100.0%奥体(星星)81.394.0100.0%100.0%100.0%100.0%100.0%33.3%38.5%100.0%62.5%100.0%100.0%100.0%100.0%AM89.292.9100.0%86.7%94.9%100.0%100.0%57.8%82.1%91.1%87.5%100.0%75.0%95.6%100.0%平均分93.394.298.4%94.8%98.4%100.0%100.0%67.3%89.7%90.9%91.3%100.0%90.6%97.1%100.0%青岛新都心亦庄

日照万象汇西安印象城唐山路南西安胡家庙颐提港奥体

顺义

烟台长江路烟

港路

淄博青岛万象城清河世纪区域内各门店表现：奥体总体得分较低，满意度得分一般；西安印象城总分100.0分，其次西安胡家庙、唐山路南店表现较好，望保持；其中，烟台长江路、方面有失分；

奥体、烟顺义店在仪容仪表港路等门店在购票服务方面有失分，望关注。总分93.3满意

度94.2需保持方面的：需加强方面的现场

：AM现场情况36烟 港路-卖品处员工未问候道别青岛万象城-巡厅表填写规范奥体-卖品员没有，没有道别顺义-检票员微笑服务章节4竞争影城分析<<回374.1CGV影城VS竞品影城本月竞品影城分别是

蓝海国际影城-江宁金鹰店、万达影城-21世纪 店；CGV影城(江苏AM)平均得分率为97.1%，得分高于竞品(92.9%)4.2个百分点；不足：卖品处服务指标整体表现相对于竞品表现较弱；总体来讲，江苏CGV本期整体表现较竞品好，特别是在A

、B笑颜仪容仪表、C大堂环境及等候区、H自助取票方面得分率为100.0%，无失分，各项指标仍有较大提升空间。38影城名称总分A

客

B笑颜仪

C大堂环境服 容仪表 及等候区D售票处E卖品处F影厅服务G洗手间H自助取票60.0%96.4%

96.1%

95.0%

96.7%

100.0%81.3%

100.0%

100.0%

100.0%江苏CGV均分

97.1%

100.0%

100.0%

100.0%蓝海国际影城

92.4%

100.0%

100.0%

100.0%万达影城

93.5%

100.0%

100.0%

100.0%60.0%

100.0%

91.3%

100.0%

100.0%整体对比情况：4.2

CGV影城VS竞品影城-对比分析上述指标，CGV影城(江苏AM)表现好于竞品，其中E3主动问候及道别方面本品得分率为100.0%，卖品处员工在主动性方面表现优秀，望保持；D3

主动问候及道别、F8散场引导方面CGV影城(江苏AM)有失分，望关注。不足方面E6

爆米花口感的评价E7

饮品口感评价F4

引座服务G1

环境卫生江苏AM75%88%50%86%江苏竞品100%100%100%100%优势方面D3

主动问候及道别E3

主动问候及道别F8

散场引导江苏AM88%100%88%江苏竞品0%50%50%39竞品影城在上述指标项表现较CGV影城(江苏AM)好；影厅-引座服务方面为改进重点。细项对比情况：4.3

竞品检测分析—竞品现场情况需保持方面的

：蓝海-江宁金鹰店-售票员未问好蓝海-江宁金鹰店-检票员着装规范需加强方面的现场

：万达--有巡厅表万达--无散场引导40章节5顾客满意度及意见<<回41从顾客评价分布图来看，“观影效果”、“购票 ”

评价为“非常满意”较多；其中，“服务态度”、“卖品美食”基本满意情况较多。5.

顾客体验满意度总体情况76311053707145服务态度卫生环境观影效果购票卖品美食顾客体验门店满意度表现非常满意基本满意达标不满意非常不满意5.2各区域顾客体验满意度情况顾客体验满意度方面，平均得分为94.2分其中购票

、观影效果满意度最高，服务态度满意度表现一般，得分为83.7分注：蓝色部分低于80分43区域满意度服务态度卫生环境观影效果购票卖品美食江苏AM96.892.597.599.4100.094.4哈尔滨AM95.881.3100.097.5100.0100.0AM94.886.294.299.698.595.8辽宁AM94.786.492.9100.099.395.0AM94.386.490.799.3100.095.0AM93.680.096.998.8100.092.5华南AM93.479.492.5100.0100.095.0AM93.377.993.6100.0100.095.0AM92.982.090.798.798.095.3总计94.283.793.899.399.395.1章节附：<<回44附1：

成绩店名城市区域12月成绩11月成绩差比满意度A—电话B—笑颜仪容仪表C—大堂环境及等候区D—售票处E—卖品处服务F—影厅服务G—洗手间H--自助取票1西安印象城西安AM100.099.01.099.0100.0100.0100.0100.0100.0100.0100.0100.01广州永旺广州华南AM100.093.86.395.0100.0100.0100.0100.0100.0100.0100.0100.01哈尔滨群力哈尔滨哈尔滨AM

100.093.86.395.0100.0100.0100.0100.0100.0100.0100.0100.01呈贡AM100.096.04.098.0100.0100.0100.0100.0100.0100.0100.0100.01于家堡AM100.090.010.097.0100.0100.0100.0100.0100.0100.0100.0100.06宿迁西湖宿迁江苏AM98.096.02.097.0100.0100.0100.0100.0100.092.6100.0100.06抚顺武功街(星星)抚顺辽宁AM98.097.90.197.0100.0100.0100.0100.087.5100.0100.0100.08滨海(星星)AM97.996.01.996.0100.0100.0100.0100.087.5100.0100.0100.08西安胡家庙西安AM97.998.0-0.197.0100.0100.0100.0100.0100.091.3100.0100.08常州恐龙园常州江苏AM97.990.07.995.0100.0100.0100.0100.0100.092.6100.0100.08昆山昆城广场昆山江苏AM97.995.02.999.0100.0100.0100.0100.087.5100.0100.0100.08百家湖江苏AM97.997.00.997.0100.0100.0100.0100.087.5100.0100.0100.08盘锦兴隆台盘锦辽宁AM97.9100.0-2.198.0100.0100.0100.085.7100.0100.0100.0100.08道AM97.995.72.297.0100.0100.0100.0100.087.5100.0100.0100.08宜兴八佰伴宜兴江苏AM97.998.0-0.196.0100.0100.0100.0100.0100.091.3100.0100.08长沙芙蓉(星星)长沙华南AM97.996.91.097.0100.0100.0100.0100.0100.092.6100.0100.017沈阳金融中心沈阳辽宁AM97.880.417.498.0100.0100.0100.0100.087.5100.0100.0100.017奥山AM97.895.82.094.0100.0100.0100.0100.0100.091.3100.0100.017唐山路南唐山AM97.895.72.298.0100.0100.0100.0100.0100.091.3100.0100.020福州泰禾福州AM96.990.66.395.0100.0100.0100.0100.081.3100.0100.0100.020芜湖城芜湖江苏AM96.987.09.995.0100.0100.0100.0100.093.891.3100.0100.022金楠AM96.795.01.798.0100.0100.0100.0100.081.3100.0100.0100.023盐城中南城盐城江苏AM96.097.9-1.9100.0100.0100.0100.0100.0100.0100.073.3100.024温江珠江AM95.895.80.096.0100.0100.0100.0100.0100.0100.073.3100.024赣州万象城赣州AM95.896.9-1.094.0100.0100.0100.0100.0100.085.2100.0100.024哈尔滨学府哈尔滨哈尔滨AM95.888.57.398.0100.0100.0100.060.0100.0100.0100.0100.045附2： 成绩店名城市区域12月成绩11月成绩差比满意度A—电话B—笑颜仪容仪表C—大堂环境及等候区D—售票处E—卖品处服务F—影厅服务G—洗手间H--自助取票24海伦AM95.893.82.198.0100.0100.0100.060.0100.0100.0100.0100.024长沙星沙万象汇长沙华南AM95.893.02.888.0100.0100.0100.0100.0100.085.2100.0100.029重庆鱼洞重庆AM95.789.66.296.5100.0100.0100.065.7100.0100.0100.0100.030颐堤港(星星)AM95.793.62.095.0100.0100.0100.0100.0100.082.6100.0100.030中山兴中广场(星星)中山华南AM95.7100.0-4.395.0100.0100.0100.060.0100.0100.0100.0100.032佛山星都汇广场佛山华南AM95.590.64.897.0100.0100.0100.0100.0100.082.6100.0100.033延吉百利城延吉哈尔滨AM94.894.80.097.0100.0100.0100.0100.081.392.6100.0100.034宁波鄞州宁波AM94.687.66.995.0100.0100.0100.0100.081.391.3100.0100.035宜宾莱茵宜宾AM94.587.57.094.0100.0100.0100.081.392.6100.0100.036萍乡润达萍乡AM94.397.0-2.788.0100.0100.0100.0100.0100.087.086.7100.037江门蓬江江门华南AM94.097.9-3.990.0100.0100.0100.071.4100.092.6100.0100.037无锡盛岸无锡江苏AM94.094.00.095.0100.0100.0100.071.4100.092.6100.0100.039大连柏威年大连辽宁AM93.878.115.697.0100.0100.0100.060.0100.092.6100.0100.039泸州万象汇泸州AM93.897.9-4.290.0100.0100.0100.060.087.5100.0100.0100.039郑州大卫城郑州AM93.8100.0-6.393.0100.0100.0100.060.0100.092.6100.0100.039航空港AM93.889.64.293.040.0100.0100.0100.081.3100.0100.0100.043呼和浩特中山呼和浩特AM93.796.9-3.291.0100.0100.0100.071.4100.0100.086.7100.044光谷AM93.593.50.096.0100.0100.0100.060.0100