The Research On Improving Customer Satisfaction Of C&C Company

with China's structural adjustment of the economy,after the "blowout" year of 2010 for China's heavy truck market,now the demand for heavy truck has declined,industry competition is more intense,China's heavy truck market comes into the "new normal." Each heavy truck company gradually turns to the environmental,intelligent and high-powered direction,and strives to enhance market share.With the popularity of information technology and the trend of the younger customers,companies attach importance to enhance their own hard power but at the same time,they can't ignore the great impact of the role of soft power of service.However,with the rapid growth of heavy truck market share in the past few years for C&C Company,more and more customer complaints in recent years have affected C & C's brand image and market sales because of the lack of customer service attention and investment.It is a crisis ofIn this paper,we make a customer satisfaction questionnaire for the C & C company's heavy truck customers.The results of C & C customer satisfaction are investigated from four aspects: sales satisfaction,after-sales service satisfaction,product charm index satisfaction and new car quality satisfaction.After the investigation,we find out the four main reasons that affect C & C customer satisfaction are product quality,after-sales service system,product and parts price,and difference service.In view of the above four problems,some suggestions are put forward,such as strengthening product upgrading,strengthening talent cultivation,strengthening service network construction and providing differentiated services.At the same time we try to make full use of the joint communication and other information technology,grasp vehicle information timely,and enrich information transmission channels and the degree of information sharing.Besides improving staff skills,we want to enhance the response efficiency for fault.Through the application of some measures to test,as well as some of the measures to implement the results of the forecast,C&C company customer satisfaction has been improved.