A Study Of Customer Satisfaction Of Worldmark Suzhou Company

Regarding label industry, after decades of continuous development, the competition has grown from price competition and technological competition into quality, innovation and service level and so on. Therefore, in order to not be eliminated in the competition, while, by opening up new markets, it must be customer-oriented, with clients to establish positive customer relationships, enhance customer satisfaction and cultivate loyalty to a higher number of customers.In this paper, Worldmark is a leading supplier of labeling, branding. die-cut, display windows and lens products, along with branding protection solutions to the global electronics and telecommunications industries. With ten years of good effort and development, Worldmark (Suzhou) to occupy a certain market share. Since the financial crisis, many electronics manufacturers pay more attention to cost control, its label supplier requirements are becoming higher, Worldmark (Suzhou) through their own efforts to open up new markets enhance the corporate image, it must be customer-oriented, with clients healthy customer relationships, enhance customer satisfaction and cultivate a group of high level of customer loyalty.It launched a customer satisfaction study. First, based on reading the literature on the basis of the customer relationship, customer satisfaction and customer loyalty make conceptual summary, and with the Worldmark (Suzhou) development status and characteristics of the industry, combined with the experience of previous studies to build Worldmark (Suzhou) customer satisfaction template. By analyzing the results of customer satisfaction, could cause results to locate the factors, which to design customer satisfaction surveys and comprehensive score.Studies have shown that:the customer for Worldmark (Suzhou) in the delivery, response /service, design, quality, process capability, sample Lead Time, the price of these aspects of satisfaction average score of 7.5 out of 10, from score point of view, is "satisfied" level. In the specific indicators, product yield, sample design capabilities, order delivery time and price effectiveness of these customers have achieved recognition in product prices, sample rate, rate of return on the lot to be improved. Finally, with this survey and the evaluation results, proposed to improve the strategies and specific measures for Worldmark (Suzhou) improve customer satisfaction, provide advice and direction.