Research On Customer Satisfaction Survey And Improvement Strategy Of SF Express Liulin Branc

Since entering the 21st century,the logistics industry has developed rapidly,and the express industry as a part of the logistics industry has also developed rapidly,SF Express has also achieved long-term development.Suitable abundant speed luck though developing well,however,business increased year by year,but growth rate from the beginning down to 10%annual growth rate of today’s annual growth rate of 5%,falling growth rate,the suitable abundant speed luck growth is slow,the reason and suitable abundant speed luck has a lot to do with customer service quality,and the important indicators of the enterprise service quality is customer satisfaction.For enterprises,customer satisfaction research is helpful to discover their problems in service,and also indirectly understand customer needs.Enterprises actively develop services in line with customer demand,help to improve customer satisfaction,thus improving their market competitiveness.Therefore,for SF Express Liulin Branch,improving customer satisfaction is the top priority.This article from the corporate image,customer perception of motion speed delivery service,the customer to the value of motion perception,customer complaints,customer loyalty influence five aspects to build customer satisfaction evaluation index system,build five primary index and 18 secondary indexes,then through the questionnaire data analysis grahame branch customer service satisfaction.After analysis,it is found that the customer satisfaction value of SF Express Liulin Branch’s corporate image index is 62.25,service quality index is 64.49,service price index is 55.35,customer complaint index is 58.04,customer loyalty index is 53.08.Combined with the questionnaire results,it is found that there are some problems in the customer service of SF Express Liulin Branch,such as single corporate image promotion means,low service level,low service cost performance,failure to deal with customer complaints in time and low customer loyalty.For this series of problems in combination with the practical situation of suitable abundant speed luck grahame branch,put forward the need to expand the brand promotion,to further improve its service level,improve the service performance,correctly handle the customer complaints,cultivate customer loyalty series of ascension suitable abundant speed luck grahame branch of the customer satisfaction strategy,in order to enhance the competitiveness of the company.