Research On The Improvement Of Customer Satisfaction Of X Company

With the continuous development of the market and the participation of market competitors,in the printing peripherals industry,domestic and foreign printing peripherals giants have invested a lot of resources to participate in the industry competition,the market competition is increasingly fierce.Every printing peripherals manufacturer is striving to improve products,technology and customer service,and strive to reflect the company’s service advantages,strive for better customer satisfaction,seek more possibilities of customer purchase and customer recommendation,the intention to obtain a larger market share.X Company is a wholly-owned sales and service subsidiary of Brother Group in China.Its main business is the wholesale and retail of printing peripherals represented by printing equipment.As a member of the industry competition,X Company also faces the problem of how to better improve customer satisfaction.To a large extent,customer satisfaction affects whether customers will buy our products again and recommend them to other friends,and indirectly affects the improvement of sales and profits of enterprises.By studying the basic situation,industry background and current situation of customer satisfaction management of X Company,this paper finds the deficiencies in existing customer satisfaction management.According to the theory of Chinese customer satisfaction index,using the method of analytic hierarchy process,combined with the current situation of customer satisfaction service of the company,the customer satisfaction evaluation index system in line with the actual situation of X company is constructed.Through the implementation of the customer satisfaction evaluation to obtain and analyze the customer satisfaction data,find the hindrance factors affecting the improvement of customer satisfaction of the company,and put forward practical and feasible customer satisfaction optimization plan in line with the company’s development status.In order to promote the business development of X Company,improve the market competitiveness of its printing peripherals,create more customers to buy and recommend to buy,and improve the sales volume and market share of X Company.