Auto 4S Shop Customer Satisfaction Analysis And Improvement Strategies

As the sales market of cars develops more and more mature and perfect, many car manufacturers and dealers have realized it has been difficult to obtain sustained and stable development only by relying on car sales profits. Only by constantly improving the overall car sales system and after-sale service system, can car manufacturers and dealers exist in the fierce competition.At present,4S Auto-shops have great pressure from many sides mainly from the manufacturers, the other4S Auto-shops, traditional car sales and repair shops.4S Auto-shops are under the control of car manufacturers on the market, the sales and service of4S Auto-shops must be in accordance with the requirements of manufacturers. In addition to the pressure from manufacturers, there is also competition from other4S Auto-shops similar types of cars are in price. In addition, many4S Auto-shops are trying to expand sales outlets in these two years coverage expands day by day, more and more professional service are provided. Therefore, profit space are becoming more and more small. Because many customers complained that there was a big gap between4S Auto-shops’service levels and customer expectation, and also the price of sales and repair were high, some customers began to choose the traditional car sales shops,4S Auto-shops’biggest rivals are the car hypermarkets and repair retail stores. The various pressure above makes the4S Auto-shops must start from the service, and improve staff quality and work skills, develop a standard set of service process and effectively implemented so to improve the relationship with customers.How to improve customer satisfaction is the main research and the final aim of this thesis. This thesis analyzes the present situation of the development of4S Auto-shops, discusses the4S Auto-shops’evaluation system design of customer satisfaction according to the customer satisfaction’influence factors in index model, and lays empirical research on Hangzhou Juntian Automobile Co. Ltd, then puts forward effective suggestions according to the results and in the end conducts an analysis on how to practically promote the positive development each variable in reality and puts forward well-targeted and effective enhancing and improving strategies.Improvement strategies mainly include:Automobile4S Auto-shops to enhance customer satisfaction in terms of product strategy, price strategy, service strategy and promotion strategy, in order to more effectively improve,auto4S Auto-shops should also be the introduction of customer relationship management system.And,according to its characteristics,this paper focuses on the hope that automobile4S Auto-shops can be improved in the aspects of strengthening customer relationship management,customer service process optimization,strengthen site management, the establishment of corporate brand and culture.