Goodyear Tire Store Service Satisfaction Research

In recent years, along with the coming of the season car industry sales, the China’s automobile industry whole developing rapidly, drive the car service market surge, tire industry is no exception. But raw material prices continue to rise and investment growth factors exist that make the tire industry competition raged. The market competition goals is to gain more customer, and successfully win the customer depends on customers’ satisfaction for products and services. Have a high customer satisfaction enterprise, then the market share also will be higher, benefit is necessarily good, therefore, the enterprise customer satisfaction assessment is imperative.Based on the research of the relevant background and theory were introduced, lay the foundation for statistical analysis of the below. The Goodyear tire store service satisfaction survey, mainly utilized questionnaire and statistical analysis method. store service summary13index, and according to the environment, hardware environment and service environment to classification, will indicators divided into three categories. The overall evaluation of enterprise image, and social contribution will be for the environment, the website design, online booking, accurate information, store location, distribution and decorate a style can be the number for the hardware environment, the reception service, sales service, and maintenance personnel technical service and after-sales services can be categorized as service environment. The index of the classification and comparative analysis process found some problems, for example:what the customer care most is the company’s overall evaluation, the company’s hardware environment is not as good as the customer satisfaction service environment, etc. To solve the above problems, this paper puts forward the talent training and technology improve as service strategy before ascension, website information publicity and strengthen the synchronous sales personnel quality as service promotion strategy, and advise the company to track customer after use is ready for a brand image construction.