Research On Satisfaction Analysis And Promotion Strategy Of A Company 's After - Sales Service

After-sales service is an important part of the competition between enterprises, in the transition period of China, every company is eager to improve the quality of after-sales service.However, for solving the quality problem of the after-sales service, we can’t just stay on the external competitive environment and customer satisfaction evaluation, but also should find those root cause from the enterprise internal and then improve our business administration, only in this way can we improve the quality of enterprise service level.Based on A company as the background,this paper attempts to survey respectively of A company’s customers(external) and after-sales service engineers(internal)in the form of questionnaire investigation,by combining with two different questionnaire, so as to explore from the surface to the nature of the problem. And according to my experience, I recommend A company at first clearly define the position of after-sales service in the company strategic, and then aim at A company’s current method about after sale service’s cost forecast,the spare parts inventory controlling, the response speed, staff training, staff incentive mechanismetc. and improve them to support the strategic of after sale service. I hope that through researching on the question of A company, the conclusion can inspire similar companieslike A company who have after sale service problems as well.