ZJDS Customer Satisfaction Research

With the rapid development of e-commerce,express service has a rapid growth trend.In order to solve the "last one hundred meters" and improve delivery efficiency,intelligent courier cabinet came into being.ZJDS is set up by the end of 2014,the purpose is to explore the new development model of O2 O micro logistics,hope by courier cabinet platform of their own unique advantages,to provide end-to-end express delivery and information services for the business,Play close to the advantages of residential owners,Minimize the intermediate logistics links online and offline,reduce logistics costs,service consumers.In this industry,how to deal with the rapid competition situation,to ensure the sustainable development of enterprises,ZJDS enterprises need to sort out ideas for the operation,the diversion and retain customers closer together,enhance the stickiness between cabinet end and the increase of customer resource management,effective use of customer resources.Therefore,ZJDS company must through objective and professional evaluation system,the customer satisfaction,find the existing problems in the management of the operation,adjustment measures and strategies,to gradually improve customer satisfaction,finally improve the market competitiveness of the company.The purpose of this paper is to combine theory with practice,and to achieve this goal through data analysis.This paper starts from the study of domestic and foreign customer satisfaction theory,determine the satisfaction index by general satisfaction model,according to the actual situation of ZJDS operation,to determine the customer satisfaction model of its own,and then analyze the established business Express cabinet customer satisfaction evaluation system and operation method,weighting method of index weight distribution corresponding with the customer satisfactory.Secondly,according to the actual operation of the company's customer service,in addition to the future development of the operation requirements,through a preliminary survey,the corresponding indicators quantified,the design of customer satisfaction questionnaire.Again,according to the more than 6000 questionnaires and statistics,through quantitative analysis and test,more accurately grasp the situation,the customer relationship management problems in mining,accurately know the actual situation of customer satisfaction ZJDS.Finally,in view of the above findings,this paper adopts the method of comparative analysis,causal analysis,and combined with the macro and micro reasons inside and outside,gives a very feasible specific measures to improve customer satisfaction.Therefore,a feasible customer relationship management and management methods can be effectively applied to the operation of enterprises,and help to improve market competitiveness.