Evaluation And Enhancement For Customer Satisfaction Based On Supply Chain

The driving of customer's requirement is a ligament to the supply chain, which has an important content, that is, by setting an alliance relationship under the supply-chain, we can carry out the objective of meeting customer's needing quickly,and then improve customer's satisfaction measurement. Improving customer's satisfaction measurement is the core to win the customer in the supply-chain. So it means important for enterprises to study the customer's satisfaction measurement.This paper starts from the basic conception of supply-chain and customer's satisfaction measurement, and reviews the study about customer's satisfaction measurement in our country or abroad, then simply introduces the theory of balance score card. In the following, it analyses the estimate system and method about customer's satisfaction measurement. On the base of this, the paper assesses the customer's satisfaction measurement over again, especially from the aspects of customers, flow, growing, and finance. Also it brings about the corresponding estimation index and its origin. Then it sets the assessment index system by using balance score card. As while, it analyses a case about estimating customer's satisfaction measurement by using balance score card. That is a useful reference for the point enterprise in supply-chain to estimate customer's satisfaction measurement. The assessment index system by using balance score card in this paper is based on synthetically understand the supply-chain's development, study status and problems in practice. So it means much for supply-chain management either from theoretic or practice.