Morning Express Company Customer Satisfaction Assessment And Research

With the rapid economic development of China, our express delivery industry has become the fastest growing business and the greatest potential for development. At the same time the market competition is so sharp that some disorderly competition have appeared. The only comprehensive analysis of their business situation is the feedback from the customers:knowing the company’s satisfaction with service, finding ways to improve the company’s customer satisfaction so that the company can adjust the business strategy and promoting enterprise service quality at the management level. This way the company wins the customer satisfaction and in extension their loyalty. Only through this way can the company stand firm against intense competition and grow.This thesis analyzes the current situation of the development of Chen Xi Express Company, the existing problems in the management and the status of customer satisfaction. The company should improve the customer satisfaction, which could gain much more loyal customers and consolidate the status of it and keep the competitive advantages. According to the Chinese customer satisfaction index model (CCSI), the thesis established the express service customer satisfaction assessment index system based on the design of the customer satisfaction questionnaire and the questionnaire survey. Through the analysis of investigation data sorting, the company customer satisfaction is calculated. Additionally the KANO model and quartile graph model analysis, pointing out the key factors companies need to focus on improving customer satisfaction. Finally, the thesis provides the measures and suggestions for improving customer satisfaction for Chen Xi Express Company.