This thesis investigates the impact of customer¡¦s voice and service requests to customer satisfactions and royalty in competitive service industry. The objective of the problem is to identify the customer¡¦s communication channel and enquiries are the main key factors of customer complaint response by data mining method and cross-factors analysis. We proposed to build the internal platform to collect and analyze the long term consumer¡¦s requirements to set the marketing policy and the service mechanism to meet quick response and increase customer service level.