The Study On The Customer Satisfaction Of CLX Measurement And Testing Institute

Measurement is an important technological foundation for the national economy.Measurement and testing institutions,especially those at the basic level,are important carriers for measuring and playing the role of escorting the social and economic development.At present,the metrology industry in China is at a stage of change.Different kinds of inspection and inspection institutions such as state-owned,foreign funded and private enterprises coexist in the market.With the rapid development of inspection and testing market in China,the state-owned measurement and testing institutions need to face the fierce market competition in the future.If the CLX Measurement And Testing Institutefails to recognize the importance of paying attention to customer needs and improving customer satisfaction,it will lose the market of metrological calibration in the future.This paper uses the customer satisfaction model,combines the actual situation,finds the evaluation variables,establishes the evaluation index system,and constructs the customer satisfaction evaluation model of the CLX Measurement And Testing Institute.The AHP analytic hierarchy process is used to give weight to the evaluation indexes at all levels.The data are collected by questionnaire and the empirical study is carried out.The evaluation value of customer satisfaction results and all levels of indicators is calculated by using the fuzzy comprehensive evaluation method.Finally,we get the result of customer satisfaction ofthe CLX Measurement And Testing Institute.It is concluded that the overall customer satisfaction of the CLX Measurement And Testing Institute is between 74.98-76.43,which is in a satisfactory category,but it is biased towards basic satisfaction.Finally,according to the evaluation results,this paper put forward suggestions for improving customer satisfaction of the CLX Measurement And Testing Institute.At the same time,it provides some reference for other service agencies.