Study On Countermeasures To Improve Customer Satisfaction Of Y Express Company

According to statistics from the state post bureau,express delivery enterprises delivered 50.71 billion packages in 2018,up 26.6 percent year on year.The total revenue of express delivery business was 603.84 billion yuan,up 21.8% year on year.In such a rapidly growing market,Y express,as one of the giants of private express enterprises in China,is facing severe challenges in both customer service quality and fierce market competition.Customer satisfaction with express service has a direct impact on company Y's brand image and market competitiveness.After studying and studying the domestic and foreign literature on customer satisfaction theory and express delivery service,taking the customer satisfaction theory as the theoretical basis of this paper,the current situation of customer satisfaction of Y express company was analyzed,the existing problems of Y company were found out,the causes of the problems were analyzed,and the corresponding countermeasures for improvement were proposed.First,the evaluation system of customer satisfaction of Y express company was constructed.Based on CCSI theory and SERVQUAL model,the general rules of express service in GB/T 27917.1 and the complaints of express customers published by the general post office were combined to select the evaluation indexes of the evaluation system of customer satisfaction of Y express company.Finally,the evaluation system of customer satisfaction of Y express company is constructed,which is composed of 5 first-level indicators such as tangibility,reliability,communication,responsiveness and economy,and 24 second-level indicators.The questionnaire was designed based on the 24 secondary indicators in the evaluation system,and the respondents rated the satisfaction and importance of the customer satisfaction indicators of Y express company.Based on the statistics of the questionnaire,the indicators with low scores of customer satisfaction were selected,and the problems were analyzed according to the service links corresponding to the indicators,which were divided into four types of problems: timeliness,service guarantee,cost and brand image.Finally,the importance score of each indicator is calculated by the statistics of customers,and the importance score of each indicator is weighted.According to the satisfaction score and the importance score of each indicator,A quartile model is made.According to the situation of the four sections A,B,C and D of the distribution of indicators,comprehensive weighing and decision-making on the priority of problem solving are made.And put forward corresponding solutions to these four kinds of problems.In this way,customer satisfaction of Y express company can be improved and market competitiveness can be enhanced.