Shanghai Volkswagen Dealer Customer Satisfaction Strategy Research

In China, the development of the auto industry has entered the mature stage, after recent years of explosive growth, has entered the stage of steady growth, as the economic index of the downside, the late may also face the risk of falling.4 s shop facing the economic environment and competition environment, need through their own efforts to develop steadily, in times of trouble can hold on to their market, keen to step forward when in the market. It need dealer while the iron is hot still need their own hard, need to practice the internal strength, improve the satisfaction and loyal customers, keep their clients’ assets, reduce customer churn.Paper starting from the background of the auto industry, about the related theory of satisfaction, assessment of Shanghai Volkswagen 4 s shops related satisfaction way, involves the related business policy, satisfaction appraisal process, service quality evaluation methods and so on, according to the result of relevant improvement Suggestions, and ultimately affect customer loyalty, for the steady development of our brand dealers provide a powerful guarantee.Based on the theory of satisfaction, to Shanghai Volkswagen dealer for the case study object, through the analysis of the satisfaction data study problems. Dealers in accept the satisfaction assessment of policy at the same time, also in internal self-check, but play a role in influencing satisfaction. But when will turn into customer loyalty or there is a certain lack. Late to the customer still need to strengthen the follow-up work, also need to develop an extension of the late service, the customer platform construction, improve the service level of relevant personnel, and improve employee satisfaction.