Research On Improving Customer Satisfaction Of Executive Training Project Of E Private Training Institution

Since the beginning of 2020,the whole world economy has undergone great changes.Under the influence of the epidemic,a large number of private enterprises in China are facing huge challenges.Private enterprises are mainly concentrated in the service industry.The impact of the epidemic has rapidly reduced the total demand for services,and the demand structure has changed,which has had a huge impact on the "catering,entertainment,offline retail,tourism,education" and other industries that need to be driven by a large flow of people.However,China’s private enterprises have a major feature.They have grown up in a rapidly changing and developing market economy environment.Private entrepreneurs have a rapid response thinking and are ready to deal with sudden changes and challenges.Therefore,a large number of private enterprises are still advancing in the torrent.E enterprise is an education and training institution.Since its inception,its main business is a senior management training program.At present,it has been in operation for more than 8 years,and it has a relatively stable organization and customer base.Similarly,E companies are also facing great pressure under the impact of COVID-19.Risk areas alternate,offline courses cannot be carried out at any time,and the market for online courses is limited.In the past two years,the sales performance of E company has been greatly reduced.But even so,while preparing for the transformation,E company is also ready to resume the full line of offline training for the epidemic in the past.As a company focusing on senior management training,customer experience and evaluation have a great impact on the company’s performance.Therefore,improving customer satisfaction is a major means for E Company to achieve performance improvement.Firstly,this article will analysis from the external environment,internal environment and business situation,and then carry out on-site research on all departments and processes of the company,using telephone interview,questionnaire methods to collect data,with SPSS digital analysis tools for data statistics and analysis,get the original data with both validity and reliability.Based on the customer value theory,service quality theory,Maslow’s demand level theory and customer relationship theory,we will conduct auxiliary analysis,and gradually find out the various factors and problems affecting the customer satisfaction evaluation of E Company.Then,with the help of mature theoretical tools such as training demand analysis tools,design thinking model,CCSI customer satisfaction model,we will propose solutions and strategies for the existing problems of E company,hoping to effectively help them to achieve the goal of improving customer satisfaction.