Research On Customer Satisfaction Evaluation And Promotion Strategy Of SG Steel Trading Company

In recent years,for the steel trade industry,product homogeneity competition has become more and more intense,the customer’s request for the Steel Trade Enterprise is also unceasingly enhancing.Customer requirements gradually developed from a single quality stability into high-level products,technology,logistics,services and other comprehensive requirements.The customer is the basic guarantee of the enterprise profit and the foundation of the enterprise survival.It is the key for a modern enterprise to win customers and expand the market to know the real needs of customers,improve its business strategy,adjust its products,technology and service to match the increasing diversified demands of customers.Under the guidance of the Customer Satisfaction theory,this paper studies the construction of the Customer Satisfaction evaluation system of steel trading enterprises and the calculation of the Customer Satisfaction index,to help steel trading enterprises to improve customer service,reduce customer churn rate,increase market share,are significant.In this paper,SG Steel Trading Company is chosen as the research object,based on the analysis of product status and Customer Satisfaction status of SG Company,and the analytic hierarchy process(AHP)is used to construct the Customer Satisfaction index system suitable for the characteristics of SG company.By means of questionnaires,from the service quality,product quality and price,product and service to meet the use of requirements,service demand,as well as customer complaints and resolve the situation of a comprehensive survey of SG company Customer Satisfaction.Combined with the weight of the evaluation system and customer scoring,calculate the Customer Satisfaction index of SG Company.The quantitative scores visually show the shortcomings of SG’s current Customer Satisfaction work,including the slow construction of e-commerce channels,long order response time,and the lack of competitive product prices,logistics Service System is backward,service demand research is not in-depth,customer complaints and complaints are not resolved in a timely manner.In the end,this paper designs specific strategies to improve the Customer Satisfaction for SG company,and stimulate the rational thinking of existing products,technologies and services.In order to ensure the smooth implementation of the new strategy,the corresponding safeguard measures have been formulated.It is hoped that this study can provide a reference for other steel trading enterprises to improve their Customer Satisfaction and enhance their competitiveness.