Research On Customer Satisfaction Improvement Strategy Of Wuxi Suntech

The solar photovoltaic(PV) industry, as a new type of green environmental protection industry, is continuously developing and growing on a global scale since 1990 s. With the increasing competition in the industry, customer service begins to receive attention of PV manufacturers. Enterprises not only focus on the technology and production, but also try to practice on customized solutions and value-added services. To provide high quality service and make the customer satisfied has become important components in enterprise’s development strategy.Take Wuxi Suntech as an example, this paper analyzes the company’s international customer service management and conducts customer satisfaction survey based on the theories including Customer Satisfaction, Customer Relationship Management, 4Cs Marketing Management and customer service related theory, through the research methods of literature review, survey questionnaire and statistical analysis. It finds the main problem existing in the international customer service that is little customer segmentation and pertinent service modes. The three major factors of low customer satisfaction home and abroad are low products performance, lack of professional knowledge and experience, lack of flexibility in business negotiation. Thus it puts forward the improvement measures to achieve maximum customer satisfaction, which includes customized services, product warranty and product quality improvement, strengthen training to overcome cross-cultural communication barriers, as well as enhance flexibility in business negotiation, etc.The research on Wuxi Suntech customer satisfaction shows that customer service is becoming an important factor of enterprise competition in the solar PV industry, and customer satisfaction will create infinite value for the company. In the process of international customer service, the company should pay great attention to customer segments so as to further understand the different needs of customers. Meanwhile, the company should carry out focused customer management to improve customer satisfaction and build customer loyalty, making itself more resistant to competitions.