Customer Satisfaction Evaluation And Application Of BST EMU After-sales Service

With the rapid development of economy,great changes have taken place in the pattern of world market economy,and the seller's market has gradually changed to the buyer's market,which makes the competition among enterprises constantly changing.In order to maintain its competitive position in the market,enterprises begin to take customer maintenance and customer loyalty as the main content of improving their own product service quality,that is,to improve the quality of market share by improving customer satisfaction with products.With the development of high-speed railway technology and industry in China,EMUs,as a high-tech commodity,are gradually sold along the high-speed railway line to the whole country and even abroad.As a distributor of train products,how to improve customer product satisfaction according to customer needs,in order to further occupy market share,win competition space and advantages,is very important in the fierce motor vehicle market.Based on the theory of customer satisfaction,this paper studies the establishment of customer satisfaction evaluation model and evaluation system.With the development of domestic trains and the environment as the background,and according to BST's own situation,this paper uses CACSI model to construct customer satisfaction evaluation system to study the company's customer satisfaction evaluation,and finds out the quality and accessories of the company's customer satisfaction service.There are some problems in the timely supply of parts and the comfort of products.BST company ranks behind other similar companies in terms of product quality and service quality.This paper puts forward suggestions and suggestions for improvement from eight aspects:establishing customer-oriented service concept,improving professional quality of service personnel,strengthening customer relationship management and improving after-sales service mode.