Building Materials Supermarket Customer Satisfaction Analysis

In recent 30 years, China's economy development is rapid, home building materials market have mushroomed in China's cities._Orient home is from private capital. Through 10 years of effort and development, it has become China's largest home building materials local chain._But after the introduction of ARC funds to the company, the overall sales performance and company growth rates are subject to a very big impact, and 3-year financing plan listed at stake.So, the Orient Home analyses the reasons through various channels and methods, expect to find the key reason that cause disruption to the current development. Up to six months of investigation, we got the following conclusions:1. the financial crisis has a great impact on the entire building materials industry;2. customer satisfaction serious decline overall;3. staff adjust is too big. there are some problems in inter-departmental coordination, and communication;4. the lack of modern ERP business management system;5. business model need to be adjusted;6. procurement systems, supply chain and logistics systems need to be adjusted.After further analysis, we found that now the most urgent need to improve the overall performance of the Orient home is to improve customer satisfaction. For the customer satisfaction decline rapidly, not only our overall sales decline, but also normal traffic and customer unit price decline. And more importantly, there are serious impact on the company's industry position and reputation.So, we designed the Orient Home's customer satisfaction survey, which is based on customer satisfaction theory and the characteristics of building materials supermarket. During 2010.3.15,we carried out a comprehensive survey in 16 cities nationwide and 25 stores, and did some objective summary and analysis. We found the main factors of customer satisfaction include:Desk staff professionalism and work attitude, Professional sales personnel and attitude, Variety of goods and the necessary inventory of goods, Easy to get on the shelves of little things needed, and so on. But particularly for Chengdu, consumers are more concerned about the shopping environment, washroom environment, commodity prices, the types of goods, and so on.Finally, based on these findings, I developed a solution in 2010 to improve customer satisfaction for the two stores in Chengdu.This papers is meaningful for the building materials supermarkets to improve customer satisfaction and to adopt the implementations, especially for the ones in Chengdu area.