Research On Customer Service Satisfaction Evaluation And Improvement Countermeasures Of Company D

One of the core driving forces for the healthy development of the information service industry is to continuously improve customer service satisfaction.In recent years,the research process of customer service satisfaction evaluation in the more scientific,reasonable and targeted information service industry has been slow,which will have a greater impact on the healthy development of the information service industry.Therefore,this paper selects Company D,a typical representative company in the information service industry,to conduct research,evaluate Company D’s customer service satisfaction,and propose countermeasures to improve customer service satisfaction of Company D.First of all,build the customer service satisfaction evaluation index system of Company D.On the basis of studying relevant literature,combined with the characteristics of obvious distinction and long duration of the presale,in-sale and after-sales service process stages of Company D’s business,five items of pre-sales service,product quality,product delivery service,after-sales service and extra-contractual service were selected as the first-level indicators of evaluation.Using the Delphi expert method,a total of 24 factors affecting the evaluation of first-level indicators were analyzed as second-level indicators.Secondly,determine the weight of the customer service satisfaction evaluation index of Company D.Combined with the Kano model,the customer of Company D attaches importance to each level of indicators through the questionnaire survey method,and based on this analytic hierarchy method,the influence weight of the first level indicators on the overall customer service satisfaction is obtained.At the same time,by combining the Delphi method and the Analytic Hierarchy Process,the influence weight of the secondary indicators on the primary indicators to which they belong is determined.Then,evaluate Company D’s customer service satisfaction.Based on the 24 secondary indicators in the evaluation index system,combined with the net promoter score method,a customer service satisfaction measurement method was constructed.Company D customers are sent questionnaires to collect their actual feelings about Company D’s services and their willingness to recommend them to others,and input these results into customer service satisfaction measurement methods.Based on the output results of the customer service satisfaction measurement method and the degree of recommendation obtained by the survey,the overall evaluation results and each evaluation index at each level are analyzed to discuss the main problems.Finally,according to the analysis results,combined with the actual operation and management of Company D,the improvement strategy is proposed with the goal of improving customer service satisfaction as the whole.This study can theoretically enrich the method of customer service satisfaction evaluation in the information service industry.At the same time,based on the mature theory of the predecessors,this study provides Company D with a more operable,practical,scientific,objective and comprehensive customer service satisfaction evaluation method.It also provides a reference for subsequent research on the application of customer service satisfaction evaluation of the same type.