Research On The Improvement Of A Company’s After-Sales Service Satisfaction

Along with the development of science and technology in China,the demand for instruments in the Chinese market is increasing,which requires much higher performance for after-sales quality.Over the past decade,the type of after-sales service provided by Company A has gradually changed from a small number of large businesses to a large number of small businesses,and its type of service has gradually changed from door-todoor service to back-to-factory service.However,the original service process and service mode are insufficient to meet the customer’s needs,resulting in low after-sales service satisfaction.Therefore,Company A should actively look for factors affecting after-sales service satisfaction and propose satisfaction improvement strategies to improve aftersales service satisfaction and improve Company A’s competitiveness.This paper has summarized the methods of improving customer satisfaction in various domestic and foreign industries and used this as a theoretical basis.Based on the current situation of after-sales service of Company A.The paper evaluated and analyzed maintenance calibration service,technical support service and instrument upgrade service respectively,and found that there were different problems of the three types of service satisfaction.To improve this situation,this paper uses quantitative calculation and qualitative analysis to find the factors with low aftermarket satisfaction of Company A.Firstly,this paper defines 15 second-level indicators through internal expert interviews,according to the first-level indicators of visibility,reliability,response,assurance and empathy from the SERVQUAL model.Secondly,the importance of each level is analyzed using a hierarchical analysis and the weight coefficients of each index are obtained.Finally,combined with the questionnaire survey,the fuzzy synthesis analysis method was used to identify the post-sales satisfaction problems,and then to analyze the root causes and find countermeasures.For poor online platform experience,it will be optimized from the customer’s point of view,then the pushing task process will be established;For warehouse shortage,visual management methods are used to optimize management and enhance safe inventory management;Automated information systems should be set up to achieve real-time and transparent information transferring for low communication efficiency.For low professionalism of customer representatives,diversified talent acquisition will be performed in an all-round manner,working with universities to recruit fresh graduates and developing talent based on the needs of the company.At the same time,training teams should be promoted,training resources should be integrated,and personnel evaluation systems should be strengthened;In the absence of personalized services,rich and diverse personalized services should be added according to the needs of customers,and multi-channel promotion should be established.Through this series of measures,Company A will improve customer satisfaction and help enterprises improve their market competitiveness.