Research On Improving Service Of Cpic Shanghai Based On Customer Service Satisfaction

As customers pay more and more attention to life insurance products and insurance services, it is increasing that the customer requirements for product and service quality. It has become the biggest problem, which restrict the development of the insurance industry in China, that the insurance customer satisfaction degree is low now. To CPIC, customer is the source of enterprise profit. It is essential to us that the customer satisfaction on the quality of life insurance products and services. Only adhere to customer-centric, pay attention to customer satisfaction, do our best for customers, CPIC could achieve sustainable development and win the competition in the market. It is imperative that CPIC should find the bugs in the service process and measures and enhance the quality of service, to improve customer satisfaction and satisfy customer needs and demands and to attract customers and profits, to the greatest extent, as well as to strengthen the market competitive power to be the world-class enterprise.This thesis will use the theory of customer satisfaction in life insurance industry.With the literature research, it put forward the life insurance service quality model suitable for CPIC(Shanghai), then the effective life insurance customer service satisfaction survey scheme is designed. At the same time, it uses SPSS 20.0 and the method of quantitative research on the survey results of the data analysis of reliability and rationality, and uses scientific method analysis the improvement direction. The corresponding measures and suggestions are proposed to improve service quality and customer satisfaction.