The Research Of Improving Customer Satisfaction Of Metso Company

Today, the global economy is becoming incorporative and the market competition isbecoming intense. The supply of product is more and more than the demand; the behavior ofconsumer is tending to rationality and the buyer’s market is holding the leading status. Theway of enterprise competition is transforming from the product’s competition to thecompetition of the customer atisfaction. The services enterprises are confronting largepressure in operation too. Concerns about customer satisfaction index are more thanbefore,especially in the service enterprise in China.The survival circumstances and operating stratagems of enterprise, and framework ofmarketing needs and demands are changing deeply, on this background, the concept ofCustomer Satisfaction Degree came forth. But actual research on this concept was beginningfrom middle of1970’s when consumption psychologic psychologists, customer’s behaviorand marketing researchers was studying in how to measure the degree of customer’ssatisfaction in some developed countries.This paper can be divided into four parts. In the first part, I introduced the backgroundand significance for researching, described the status for satisfaction research both in localand foreign. In the second part, mainly focus on the evaluation tool for customer satisfactionand the theory model, include related theory, model and evaluation method. In the third part,introduce how to build this evaluation system, it’s include company’s describe and the designprocess. In the fourth part, focus on the analysis for questionnaire returned by customer andgive some proposal based on this analysis.