Wistron Customer Satisfaction Measurement Study

The customer is the source for a company's surviving, customer's satisfaction measurement is important to customer's relationship management. As the global economic integration, competitions among companies are much fiercer than before. The relationship between the company and its clients is gradually strengthened. To treat customer as the center of a relationship management becomes a new mode of company management, so the customer resources become the hot spot for the company competition. Under the market economy, the company must be oriented by the customer market; customer is the foundation of a company to survive, so to occupy the market share you can only hope to firmly grasp the customer. At present, through the study of customer satisfaction and improving the satisfaction rate of our product can save the competition cost and bring huge profits to us. At the same time it could attract new customers who are induced by previous ones. This paper is aiming to study the customer satisfaction measurement, and the target is Wistron---an IT industry company which produces computer severs.Wistron is a professional IT computer manufacturing company which established in 1999. Now it has 19,000 employees, with sales about 21 billion. Most product of company is sold by the way of OEM&ODM export, it got no independent brand, and the customers are world top ten IT companies. With a wish of establishing an effective customer satisfaction and combining company's need for customer satisfaction, we hope to find a breakthrough point for improving product quality and the service level, eventually so to win the best interests for company.The main content of this article includes the following aspects: first, according to the study of root causes and background, determine the research purpose and meaning. Then, this paper shall give a general description to related customer satisfaction literatures and an analysis to customer satisfaction measurement, related product quality and service quality literature. Meanwhile, it also should conduct analysis to current domestic and international customer satisfaction measurement situation; Moreover, this paper will make an analysis of Wistron's present customer satisfaction management status, collecting relevant information and data and finding out the key points of existing problems, through the overview of customer satisfaction, establishing Wistron's customer satisfaction measurement system. Then according to the corresponding constructed customer satisfaction measurement system's testing and effectiveness analysis, do research to Wistron's present customer satisfaction results.At last, the paper will apply the customer satisfaction measurement in practical research, at the same time give advice to customer satisfaction survey results and provide corresponding customer relationship development strategy and customer satisfaction promotion plan.Through the study and establishing of Wistron customer satisfaction measurement system, making it more efficient for Wistron to give comments to customer satisfaction, in this way it could help to improve product quality and service level and make proper development strategy and different improvement schemes according to different customers. Finally we could gain and maintain customers, successfully enhancing the company's ability to make a profit.