Customer Satisfaction Survey And Customer Satisfaction Improvement Of KMS

KMS(China)Investment Co.,Ltd.Chengdu Branch is a branch of KMS(the world's largest independent manufacturer of diesel engines)set in Sichuan province.It was found that the market sales situation fluctuated greatly when customer satisfaction tends to increase and gradually stabilize in recent years.Based on the existing problems,this thesis discussed the basic definition of customer satisfaction and summarized various viewpoints in the development process of customer satisfaction.Then this thesis introduces the analytic hierarchy process of customer satisfaction analysis.Analytic hierarchy process can decompose the various components of the problem according to the required goals.Through the use of AHP,the company's customer satisfaction index was re-constructed,and finally determined the four secondary indicators and thirteen third-level indicators.These indicators include products,services,quality and other influencing factors.After confirming the weights of each indicator.This thesis dose a new questionnaire about the customer satisfaction.More than 300 users were surveyed.Through the corresponding hierarchical processing of these constituent factors,the corresponding model is established,then the corresponding levels are analyzed.Finally,we got the new current actual customer satisfaction score.From the results of the analysis,it can be found that the company currently needs to reduce the purchase cost and the use cost of the product.Then company needs to improve the product quality and improvement of product performance and customer service.At last company also need to take action in corporate image and promotion.Based on the results obtained,the company's future product strategy and marketing strategy were guided.I hope that after this improvement,we will be able to launch more competitive products,and we can achieve higher customer satisfaction and higher profits.