Delphi's Customer Satisfaction Measurement Methods Research

New economy, which focuses on the satisfaction of consumer demand, develops rapidly and competition comes to be tenser nowadays. Hence, the fundamental problem in the process of enterprise development is how we can effectively carry out marketing, meet customer needs, promote customer satisfaction and loyalty in order to maintain long-term advantages in competition. With the pace of quick development, several problems of Deltaphase Instrumentation Company in dealing the satisfaction of consumer appeared. We should find a good method.The thesis aims at making an analytical research on measurement index system of customer satisfaction and the methods applied in instrumentations in China. On the basis of an investigation of the actuality of measuring customer satisfaction in Deltaphase Instrumentation Company, the author identifies four main existing problems. In order to resolve the problems, the author review many literatures to find the influence of customer satisfaction and present a measurement model and a measurement index system, including three layers, and a questionnaire transformed from the system. On the basis of the research, the author presents a method of analyzing the data obtained through customer satisfaction investigation. With the outputs of the research, the thesis proceeds to bring forward suggestions to help improving customer satisfaction and apply the measurement index system more efficiently.We found that there were several questions lying in many areas and know the customer satisfaction. The suggestions can be quickly implemented in Deltaphase Instrumentation Company, or even the entire instrumentations in China. It is very beneficial to the company's profits and competition. It also provides theoretical basis to this kind of problem.