The Research On Improving Customer Satisfaction In The Main Agent Customers Of GR Company

Considering the trend of elevator industry development in China, the demand in the China’s market may take up 50% of the global market. The elevator market in China will become the best elevator market of the global market in quite a long time. Annual output value will be over one hundred billion yuan. Elevator market has broad rospects.However, with the rapid growth of GR company in marketing in the past few years, there is a neglectance in main agent customers satisfaction, resulting in a downward trend in GR company in the main agent customers satisfaction.This paper studies the issue of improving satisfaction in the main agent customers of GR company. As a emotional status, customers satisfaction is a relative term, originating from both the customers’ expectation of a product or a service of a company and their experience. This paper used a combined method of survey and analysis on the issue.The customers satisfaction was first surveyed. And using Quadrifid Graphs Model and Tree Method, the causes of poor satisfaction were found as slow response to after-sale service, response of parts, acceptance quality and personnel training.Following proposals are made based on the above causes,GR company has integrated hotline and technical support,integrated shipping, established customer feedback one-station system, upgraded the feedback system from OA system to CRM system. The compant has used factor score method to set the parts storage house, constructed the four-level parts system, based on ABC analysis integrate suppliers to suit quick response needed by the customers. GR conpant has changed from testing by one staff to 2 staffs from different department, integrated GR training center, promoted training on main agent customers with the demand of them.After the proposed changes, a survey of the HJ customers was conducted again and the satisfaction rate increased greatly to 79 points.