Research On Customer Satisfaction Improvement Strategy Of S Freight Forwarding Company

In 2013,in the context of the “Belt and Road” international strategy,China 's international trade with Middle Eastern countries has sprung up rapidly.With the rapid growth of international trade,the international freight forwarding industry has also ushered in a spring of strategic significance.S freight forwarding company also took the train of the times,and was established in Guangzhou in June 2013.As a logistics link in international trade transactions,international freight forwarding companies mainly provide international freight forwarding transportation services for customers such as trade intermediaries,overseas buyers,and manufacturing plants.Its business scope is mainly: booking,trailers,customs clearance,warehousing,insurance,international trade settlement and other related services,is a typical service-oriented enterprises.However,in recent years,with the strong plundering of the local market by foreign-funded enterprises and the continuous emergence of small and medium-sized freight forwarders in China,market competition has intensified.S freight forwarding company is to survive in the cracks.How to seize customer resources,occupy market segments,and improve customer satisfaction in a fiercely competitive market has become a serious topic for S freight forwarding companies to survive or destroy.This article takes the improvement of customer satisfaction of S freight forwarding companies as the research object.After combing the literature of customer satisfaction and international freight forwarding,the service quality problems existing in S freight forwarding companies are analyzed through the service quality gap model,thereby identifying the causes of customer failures.Reason for satisfaction.First of all,this article gives a brief introduction to S freight forwarding company,using pie charts,line charts,and histograms to analyze the customer churn in recent years and the proportion of the top five customers in sales.Through questionnaire surveys and field interviews,the current situation and existing problems of S freight forwarding company's customer satisfaction were collected and analyzed.Secondly,through the fish bone diagram method,the in-depth analysis of the essential causes of customer dissatisfaction and loss is: lack of supplier management and employee training and incentives.Finally,by formulating a supplier management system and implementing supplier performance assessment and evaluation,it has strengthened the importance and management of suppliers.At the same time,it also standardized the company's operating processes and increased investment in employee training and incentives.Through the introduction of advanced logistics information system and big data technology,strengthen the interaction between the company and customers in sales,marketing and service,provide customers withefficient,high-quality and innovative personalized customized services,thereby attracting new customers and retaining old customers as much as possible.Lose customers and win market competition by improving customer satisfaction.