Strategic Research On Improving HX Company's Consumer Satisfaction Index

In recent years,as an important part of national strategic emerging industries,software and information technology service industry has gradually expanded its scale and entered a stable and positive development stage.In 2019,there are more than 40000 Enterprises above Designated Size in the software and information technology service industry in China.with a total revenue of 7176.8 billion yuan,up 15.4% year on year,and a total profit of 936.2 billion yuan,up 9.9% year on year.As a state-owned enterprise,HX Company,with its monopoly advantage in the field,has grown rapidly in the past decade.By providing customers with all-round information products,system solutions and high-quality and efficient technical services,HX company made a net profit of over 100 million yuan for the year.With the change of national policies,HX Company's position in the market has changed from the original monopoly to the later oligopoly,and now to the competitive pattern of the liberalized market.The living environment is increasingly difficult.Customer is the enterprise survival and development foundation.Customer satisfaction directly affects the economic interests of the enterprise.Only by understanding the needs of customers and providing better services for customers,can HX Company occupy an advantageous position in the free market competition pattern and ensure the healthy and lasting development of the enterprise.On the basis of combing the theory and literature of customer satisfaction and customer transfer value,this paper studies the customer satisfaction of HX Company.First of all,based on the theoretical research of customer satisfaction and customer delivered value,combined with the actual situation of HX Company,this paper conducted small-scale interviews with the company's customers,and summarized and classified the customer satisfaction issues.According to the interview and based on the theory of customer transfer value,the customer satisfaction evaluation index system of HX Company is constructed,which takes the total customer value and the total customer cost as the first level evaluation index,involving 21 items in total in 7 aspects of product value,personnel value,service value,image value,currency cost,time cost,physical and energy cost Evaluation system.After that,according to the evaluation index system,we designed and distributed the customer satisfaction questionnaire of HX Company to customers.Through the reliability test of the questionnaire,we conducted in-depth analysis on the overall and sub item satisfaction,and finally put forward the countermeasures and suggestions to improve the customer satisfaction of HX Company.This study is of great practical significance for HX Company to improve customer satisfaction,enhance competitiveness and realize sustainable development.