Construction And Implementation. Han For Customer Satisfaction Evaluation Index System

Along with the approach of the economic globalization, the economy of China has been developing continuously and rapidly. And there emerges a trend towards the development of the logistics industry in China that the industry grows rapidly and the market competition intensifies. In the fierce market competition, the crucial point for the survival and development of the logistic companies is how to provide high-quality logistics services and satisfy the customer's full needs to maintain customers'loyalty. How to evaluate customer satisfaction will be mainly discussed in this thesis with the subject Hanwin Corporation, a domestic logistics company.Hanwin, a company specializes in the business of import and export, custom declaration and logistics, was founded in November 1998 with a register capital of 50 million. It has become a modern company that integrates the business of import and export, logistic distribution and delivery, trading. Hawin has built logistic agencies in Beijing, Shenzhen and Hong Kong. Having the scientific managed modern warehouse and professional distribution and delivery team, the company has established a scientific and efficient management system of logistic distribution and delivery. In 2005 Hawin was awarded as"Shenzhen High Credit Rating Enterprise","Shenzhen AAA Credit Import& Export Corporate"and"Shenzhen Swift Custom Clearance & Impose of Import & Export Corporate"The main topics discussed in the thesis are as follows: First, the customer satisfaction evaluation and CRM theory are generally discussed; second, the current status of custom management in Hawin is analyzed and a general plan for evaluation of their customers satisfaction is proposed; Third, the related information is collected for the establishment the customers satisfaction evaluate index system in Hawin; Fourth, do the empirical study of the evaluate mode after the implement of the evaluate index system; Finally, through analyzing the result of customer satisfaction evaluate index, the relevant customer relationship development strategy and improvement suggestions are made.Though the establishment of the customer satisfaction evaluation systems, Hanwin is able to effectively carry out its customer satisfaction evaluation, which helps the company to learn about the customers'opinions on them and whether their performance meet the expectation of the customers. It also helps the company to obtain the largest customer satisfaction by performance improvement. The competition will be improved by setting up goals of service improvement, supervising the whole process according to the customer satisfaction, setting up the BSI benchmark for other teams and maintaining customer loyalty.