Research On Customer Satisfaction Evaluation Of Company P

The explosive growth of the electric vehicle market has driven the development of the charging service industry supporting the industry chain.Company P started charging operation services in 2010.At the early stage of the development of electric vehicles,due to the limited market size and subject to policy guidance,the company did not establish a customer-centric operation model.However,with the continuous expansion of customer scale,the industry's shift from policy guidance to market guidance,new entrants have continued to increase,market competition has become extremely fierce,and customer satisfaction has become even more important.This thesis raises questions based on the analysis of the company's customer operation status.Based on the European Satisfaction Index Model(ESCI)and the characteristics of the company's industry,an interview questionnaire is designed and selected interviews with customer-oriented interviews are conducted to build a match with company P Customer satisfaction evaluation model.On this basis,the 10 secondary structure variables and 30 tertiary observation variables are determined by AHP to determine the weights and the results are checked for consistency.Finally,P company customer satisfaction evaluation index system is formed.According to the customer satisfaction evaluation index system of company P,a survey questionnaire was designed and implemented,and the company's overall satisfaction was 2.5547 after weighting the satisfaction scores of various observation indicators of company P.The overall satisfaction was between unsatisfactory and average.Using the level of satisfaction and weight of the secondary indicators,a four-dimensional matrix diagram is drawn for intuitive analysis,and it is concluded that the corporate image,price perception,and after-sales service customer satisfaction are low,but it has a large impact on overall customer satisfaction and is a key improvement indicator.Finally,based on the analysis of the operation status and satisfaction survey results of P Company 's low level of customer relationship management and high operation and maintenance costs,a customer satisfaction improvement plan is designed to provide a strong support for P Company 's satisfaction improvement.