Xi'an H Company Customer Service Satisfaction Improvement Research

In recent years,information technology has been developed rapidly.Competition among enterprises has been became intense.Enterprises for the market is essential for the customers.Needless to say,the customer has become one of the most important resources of enterprises.Most of the enterprise strategies have been gradually changed from on product quality and price to improvement of enterprise service consciousness.That is to say,the concepts of enterprises have been changed from the beginning of "high quality and inexpensive" products"to service customer first".Therefore,more and more enterprises begin to pay attention to customer satisfaction,and take enhan120924cing customer satisfaction as an important strategy of enterprises.H Network is a global advanced internet company.It has a wide range of customers in the world.The customer service is mainly provided through the internet at H Network.Compared to the concept of general services,the e-services are more smaller and more specific.It is researched that a good online customer experience and a high customer satisfaction are the most important factors to promote online business.It is not only to improve the enterprise's revenue,but also bring sustained and unique competitive advantage with improving customer satisfaction.From the perspective of customer service,this paper mainly investigates how to improve H company's customer satisfaction.The methods used in this paper include literature review,questionnaires,and quantitative analysis.Through reading a lot of literature,I will firstly introduce the researches about customers,customer service quality,customer satisfaction domestic and overseas.Through the questionnaire to collect the scores and feedbacks from customers on the customer's satisfaction on H Network's customer service.To get the current customer service status of H Network by summarizing the data of questionnaire and feedbacks through using RATER model.Through the detailed analysis of the causes of the results of the survey,I got that customers are satisfy with the customer service's attitude,which is related to high education background of customer service staff.Net Promoter Scores(NPS)also meets standard,indicating that customer loyalty is also better.However,compare to the ideal customer service,customers have a little bit disappoint with the current service ability,especially for the respond time,timeliness time and efficiency.In the third chapter,I have made a detailed analysis on customer service status by using RATER model and customer satisfaction theory.Finally,I got the deep reasons on customers complain and proposed the plans to improve customer service assessment management.Strength staff management to ultimately enhance customer service quality and improve customer satisfaction of H Network.