Customer Satisfaction Improvement Strategy Of B Automobile Service Company

With the rapid development of science and technology,automobiles have evolved from the earliest luxury goods to the tools used in people's daily life? The scale of the automobile industry has been expanding,and automobile dealers have emerged rapidly in the automobile market? At the same time of rapid economic growth in China,the issue of customer satisfaction,whether in automobile enterprises or other industries,has gradually aroused widespread concern,so how to improve customer satisfaction with automobile services has become a topic of concern to automobile dealers? With the transformation of China's economy and the transformation of automobile consumption mode,people are paying more and more attention to the actual production,supply and service,rather than simply selling products that customers need? From the "product-driven" era to the "consumer-driven" era,the status of consumers has been upgraded,consumers can decide everything,consumers are God ? Harmonious customer relationship is the strong invisible capital of the company? It is more and more important to evaluate the company's benefits from the level of customer relationship? Customer satisfaction is the best measure to evaluate the quality of customer relationship? Customer satisfaction is the buyer's expectation of commodity quality and service before purchase and his understanding of commodity quality and service after purchase? When satisfied or dissatisfied,the difference between them shows that the lower the difference is,the greater the satisfaction level is? Nowadays,when paying attention to the quality,safety,setting,appearance,service and other factors of goods,buyers tend to pay more attention to the surplus and the comprehensive experience after the car starts to use? The feeling of high quality level and the higher satisfaction level of users not only make the car brand more impressive to buyers,but also greatly enhance the quality ability of the car brand?Company B is one of the many automobile dealers and service providers in China? Like most enterprises,company B is also facing the problem of after-sales service? Its problem has the universality of the industry? The use of after-sales service to continuously improve customer satisfaction,further enhance the reputation and reputation of businesses,improve the level of well-known goods? This research puts forward feasible,scientific and reasonable satisfaction improvement plan for B company to meet the needs of future management,effectively improve the management level of B company,improve the after-sales service level of B company,improve customer satisfaction,and comprehensively enhance the core marketing and service competitiveness of B company's automobile after-sales service? The research results of this paper have direct or indirect value to the research of B company,automobile after-sales industry enterprises,even automobile after-sales service and customer satisfaction theory? It is hoped that through the research and practice of B company's after-sales service business and management,the research results can provide practical cases for automobile consulting industry and enlighten the practical training and consulting work of automobile consulting industry practitioners.