T International Express Company Customer Satisfaction Study

At present, the international express industry, global lead by four major expressdelivery companies. With the globalization of the world economy, as well as thetechnology and manufacturing’s division, including the development of e-commercematures, the demand for international express business also showed a rapid growthtrend. Especially in emerging market BRICS: Brazil, Russia, India, China, South Africa,the growth of the market is much higher than the developed markets such as Europe andthe United States. Due to the rapid development of China’s “world factory” in recentyears, the demand for international express business is close combat big stage of thefour major express deliveries. With the liberalization of access to international expressmarket industry, the competition becomes more intense. A growing number of privateenterprises have also joined to the competition in the market. Meanwhile, with the CPIrising, staff wages increasing, as the international express industry rely on labor as themain support of the industry, the human cost of increasingly high corporate profitsfurther down. But at the same time increasing customer requirements, especially intoday’s highly developed network timely active feedback real-time status of customergoods must solve the basic problem of the industry, but the technology continues toimprove input for IT was a straight line upward trend. At the same time, to meetcustomer demand, the more customers will be more concerned about the feelingsthroughout the express process. Able to provide satisfactory customer experiencebecomes crucial. Continuously into a price war will cut low-profit. In view of theexpress transit time, security, reliability has become a homogenization of the state,whether provided exceed customer demand for services, and enhance the satisfaction ofthe enterprise, is essential. Competitors will concentrate on the upgrading of thetransport network, IT system upgrades， T Company proposed to enhance the customerexperience, improve customer satisfaction and loyalty be the company’s revenue andprofit great contribution.This article set T international express company, Chengdu Branch businessdevelopment as background, qualitative and quantitative analysis of the status of the company’s business and customer satisfaction based on the combination of thedeficiencies in customer relationship management, propose targeted solutions. Hopethat through the implementation of these solutions advanced the idea of the customerexperience and business philosophy can be applied to the actual operation andmanagement of the company so as to enhance their competitiveness, improve customersatisfaction and loyalty, and to provide some long-term development of the company’scomments and suggestions.