Study On Customer Satisfaction Of PALL Company

With the competition becomes more and more fierce, many enterprises began to create and explore diversification of profit model, and study how to meet customer requirements, improve customer satisfaction. As a product manufacturing enterprise, and the product was welcomed by customers PALL also exist the following problems at the same time:Firstly maintenance customer satisfaction statistics simply, the data are not accurate. Secondly the measurement of customer satisfaction without quantitative, can’t find the fundamental factors that affect customer satisfaction, cannot suit the remedy to the case.To solve these problems need to be sure for the company’s customer satisfaction evaluation system. So the author finished the following main job:(1) Establish customer satisfaction evaluation index system and combining the products to make the questionnaire.(2) The statistical analysis of the collected data through the statistical analysis software to calculate the weights of the factors, calculate the satisfaction.(3) Analysis the main factors and indexes, improvement actions and measures are put forward. Improve the overall image of oil purifier and create customer satisfaction feedback database.This article summarizes and calculated the main factors weights and scores. Then give improvement of the company. First is strict with the staff to comply with operation procedures, improve the level of assembly, the net oil filter model to do the segmentation, satisfy the diversification of customer needs; Establish customer satisfaction feedback database, followed by detailed survey indicators, establish information archiving system, improve the degree of satisfaction evaluation of operating efficiency and technology level in the future. So as to overall improve the level of customer satisfaction, increase the enterprise competitiveness..