ZL Company Customer Satisfaction Study

Enterprise want to get more benefits in the market and has the advantage of its own sustainable development,so the understanding of customer needs and expectations is very important. Due to the rapid development of market,for people who feel the service received life from "good or bad" changes to "satisfied or dissatisfied". Easy to see, people accepted standards of services have risen to the level of psychological and emotional stage. In this market environment,if companies want to obtain long-term development? Obviously,It is that establish the idea of "take the customer as the center",and constantly improve the service level of the enterprise itself, thereby enhancing customer satisfaction and satisfying the customers ’ demand,so that it can make the enterprises with strong competitiveness for market. So that the article will be on customer satisfaction theory and the evaluation system in-depth exploration.The research mainly through two aspects to analyze: one is the research and analysis of enterprise customer satisfaction,the main contents include that research and analysis the Customer Satisfaction Index Model,construction of customer satisfaction index system and according to the related model and index system for enterprises to research and analysis of customer satisfaction; another is through the relevant theoretical analysis and the data research and the analysis of the enterprise customer satisfaction survey results,so that to put forward the measures and Suggestions for the ascension of customer satisfaction.This article is to make customer satisfaction research relevant companies have basis,so introduced the related theory research system. First, this article describes the research background,significance and purpose and the relevant research methods, frameworks; then research on customer satisfaction theory was discussed,and lays the foundation for the next study. Such as the present situation of the development of Chinese and foreign customer satisfaction and the related theory of customer relationship and the concept of customer satisfaction and related theory and index assessment system and assessment method were described about,finally according to the enterprise own development situation and research of market and industry environment,in the basis of relevant theories,so that the enterprise build its customer satisfaction index evaluation system; then this article designs the related to the enterprise customer satisfaction questionnaire,through the implementation of the survey,the data was subjected to analysis finally. At last,according to the final customer satisfaction evaluation results of research and analysis,to put forward the measures and suggestions for the ascension of customer satisfaction.