Research On Improving Customer Satisfaction Of A Third-party Testing Company

With the deepening of China’s reform and opening up,the economy has developed,people’s quality of life has gradually improved,and the importance attached to life safety has steadily increased.Especially at the beginning of 2020,with the occurrence of novel coronavirus "entrance security" has become one of the important concerns of people,which makes it an urgent need to establish a fair,authoritative and efficient testing organization for the market.Since 2014,the third-party inspection and testing market has developed rapidly,and many social forces have flooded into the third-party inspection market.By the end of 2020,the scale of domestic inspection and testing institutions has reached 42,700,and the market competition has become more intense,and the market trend has gradually shifted to the "buyer" leading position.As a third-party testing organization,we should always be "customer first" in the process of customer service and improve customer satisfaction in many ways,so as to ensure the company’s development in the increasingly fierce market competition.This paper takes A third-party testing company as the research object.As a third-party testing company established in 2014,the company is the first third-party testing organization in C province that focuses on the quality control of the whole food industry chain.Through investigation,Company A has been established for nearly 8years,and there is no scientific and long-term customer satisfaction evaluation mechanism,which is not conducive to gaining a competitive advantage in the fierce tripartite testing market.In the process of this research,based on the literature,the current situation of customer satisfaction of A third-party testing company is the practical basis,and the research work of improving customer satisfaction of A third-party testing company is done.Among them,the design content of the customer satisfaction questionnaire closely revolves around the ACSI model and the status quo of the company’s customer satisfaction.At the same time,the questionnaire is analyzed by SPSS AU software,and the second and third index weights of the questionnaire are determined according to the analytic hierarchy process.Finally,the average satisfaction score of each index in the questionnaire is multiplied by its weight,and the satisfaction score of A third-party testing company is scientifically calculated.Make clear the specific indicators of the company’s low customer satisfaction score,analyze the specific reasons in combination with the company’s situation,and finally put forward corresponding promotion strategies and implementation safeguard measures.Through research,the problems existing in customer satisfaction of A third-party testing company can be scientifically found,and corresponding solutions can be effectively put forward,which will finally help the company to improve customer satisfaction and win the market scientifically.It will provide reference for the third-party testing industry to implement customer satisfaction evaluation in the future,and strive to promote the benign and healthy development of the third-party testing industry.