To Enhance Customer Satisfaction Of Y Company

With the rapid development of economy, market competition is becoming fiercer. The diversification of products and services,coming from customers’ choice,is more extensive.Customer resource is the most important competition resource between enterprises. In order to make the customer satisfied, the requirement of the product quality has been updated from the technical aspects of a comprehensive to the spiritual level. It is the customers deciding the quality of products that embody the "people-oriented" thinking. In the ever-changing environment, as a human resources and related process outsourcing service providers, Y Company, which is insist in the "customer-centric" business philosophy, has never stopped in the road to enhance customer satisfaction.Based on the related research at home and abroad, this paper established the theoretical model of customer satisfaction survey, using USA customer satisfaction index model(ACSI), and according to the actual situation of Y company, author designed the questionnaire, using "brand image index" instead of "customer expectations index ",combined with analytic hierarchy process. And the operations customer service center of Y company conducted to the customer to rate the corresponding problems by telephone survey.Y Company calculates the level of comprehensive customer satisfaction and the level of second class index,using the scoring and feedback of customers. At last,the corresponding phenomena and problems are be analyzed.According to the results of survey, put forward countermeasures to improve the customer satisfaction. First of all, according to the importance and score level of every index, make the overall strategy, based on the analysis of SWOT, quality and complain should be think highly of. Secondly, in order to solve specific problems in each index, put forward the following suggestions: first,Develop a scientific brand strategy,and constantly expand the company’s reputation in the society as a whole, be good at seizing the campus recruitment channel for brand promotion; second, in order to improve the quality of customer satisfaction, we should forecast the customer demand before the transaction,then through the regulation of the operational processes, improve service details, the use of technology to improve the quality of other ways to achieve the target; in order to improve the complaint satisfaction,should make education,recording and tracking system; according to a low value, we can classify customers, making different price strategy to get customer trust. Finally, the company should strengthen regional interaction, realize the coordinateddevelopment.Finally, in order to ensure the ongoing of the work, which is related to the customer’s satisfaction, Y Company should make environmental protection from organization aspect and company culture aspect. The purpose of this paper is giving some advices of improving customer’s satisfaction index to Y Company and related industry.