Research On Customer Satisfaction Survey And Promotion Strategy Of Automotive Lubricants In Company A

Under the background of rapid economic development,China's lubricating oil market is expanding.However,with China's economic to be normal,the macroeconomic growth rate has declined,the core industry with high correlation with the lubricant industry has shrunk,the industrial integration has eliminated backward production capacity,the oil exchange period brought about by the popularization of high-grade products has prolonged,and the overall growth of the lubricant market is also slowing down gradually.Although China's lubricating oil market is large,there are many competitors,and the brands in the market are chaotic.In this context,it will aim to improve customer satisfaction,cultivate customer loyalty to grab more market share.As a typical foreign-funded enterprise and one of the global professional lubricant companies,company A realizes that customer expectations are constantly rising,it must constantly bring forth new ideas and provide better services to enhance the core competitiveness of enterprises and meet the continuous growth of high-quality business.Starting from improving customer satisfaction,this paper classifies and analyses the existing customer complaints of Company A.It formulates relevant indicators affecting customer satisfaction by using literature analysis and field research.Through questionnaire collection,it makes a more in-depth analysis of the internal problems of Company A.According to the distribution of the quarter plot,we find that there are many aspects to be improved,such as product quality,product delivery,logistics service,feedback processing,product price,service attitude and so on.To solve the existing problems,we put forward targeted optimization strategies.Through improving the process,enhancing training to improve quality and other aspects of the company's operation to achieve the purpose of improving customer satisfaction.With the concept of "customer centered" as the core,the paper applies the relevant theories to the current work practice,and to suitable for A company's long-term healthy development,It can optimize and integrate the after-sales service management system.It also can provide practical suggestions for A management to improve after-sales service,and give other similar enterprises at home and abroad.It provide some reference opinions in the management of after-sale service.