Design On The Customer Satisfaction Enhancement Of Shenyang Michelin W Tire Plus Store

With the improvement of people’s living standards and consumption ability in China,the quality of products and services in the process of automobile maintenance,as well as the waiting time and environment,have become the standard and basis for consumers to make choices.In the face of fierce market competition and industry impact,Michelin,with the value of "respect for customers",believes that only by improving the quality of products and services and better meeting the needs of customers,we could realize the maximization of customer value.Only by continuously improving customer satisfaction can the brand survive and develop for a long time.This paper studies the customer satisfaction of Michelin Shenyang W Tire Plus store by literature research,interview and questionnaire.On the basis of customer value theory and customer satisfication model,taking customers who have received service in Tire Plus store as the research object,through the design,distribution and recovery of customer satisfaction questionnaire,the reliability and validity of the survey results are analyzed.Based on the overall analysis of the survey results,the overall evaluation of customer satisfaction is studied,and the impact of customer characteristics on satisfaction is analyzed.In order to study the lack of customer satisfaction,and through the analysis of the causes of customer satisfaction,the following reasons are obtained:staff service awareness is insufficient,reception is lack of initiative;staff professional knowledge is not complete,explanation is lack of pertinence;rest area entertainment facilities are lack of comfort;customer waiting time is long,construction completion time is not accurate;service homogeneity is serious,value-added service is lack of perfection.In order to fundamentally improve the customer satisfaction of Michelin Shenyang W Tire Plus store,the guiding ideology,objectives,principles and specific implementation rules of customer satisfaction improvement scheme design are given.At the same time,corresponding implementation safeguard measures are formulated,including improving staff training system,increasing investment in environmental facilities and information system,maintaining operation standards and service processes,and optimizing employee management system.