| In Year 2009,it is first that Telematics concept enter into China.The GM explored telematics business that operate more than 15 years on US into Chinese market.They provide telematics services to Chinese vehicle owners.With the developing for 7 years,all car brands have almost telematics businesses.Based on Chinese government's related strategies of " Intelligent transportation",a lot of enterprises include joint-ventre car brands,owner car brands,internet companies and communication operation companies are developing telematics business and providing a kind of services.The telematics services become the standard features that customers buy and use car.Vehicle owners have many needs of telematics services and the high services quality.The telematics company attach importance to customer satisfaction.This paper starts the telematics company On as study object.The author brings out telematics concept,describes the development situation at home and abroad and studies customer satisfaction.And makes surveys according to customer sorting,using habit,services contents,service quality and so on by telephone call and face to face survey conference?Secondly,according to gather and analyze the research data of On company's customer satisfaction,the author found On company customers satisfaction level includes advantage and shortage and the reasons.And provide improvement strategies for On company.Finally,the author provides improvement details include On brand awareness,service contents,call center advisor service quality,customer communication and new service development.According these designs,it helps On company to improve customer satisfaction and loyalty index.As telematics company,it is very important KPI for On company.Once customer satisfaction will be improved,the usage habit will be fixed and using frequency will be increased,On company's targets that promote new car sell and increase renew rate will be realized.On company profitability will be better. |
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