Research On The Method Of Improving Customer Satisfaction Of K Company

According to the released authoritative data,the market value of customized furniture of our country reaches as high as 400 billion yuan each year,and is still growing at a rate of 15% each year.However,the customer satisfaction has been one of the big headaches for the manufacturers in marketing,and ultimately affects the overall development of the industry.In this paper,questionnaire and case analysis are employed to study the customer satisfaction of K company,a customized furniture enterprise.Specifically,a great variety of traditional customer satisfaction theories are firstly studied;various factors that affect customer satisfaction are found out from the theory Angel,and then those factors that can be altered are determined.Secondly,the current satisfaction situation of K company is studied;after strictly investigating and analyzing the customers’ purchase process,the factors that lower customers’ satisfaction are found out by analyzing customers’ behavioral habits.These factors are refined to form a standard behavioral pattern and then the satisfaction evaluation system of K company is remodeling.Finally,the questionnaire is designed on the basis of the rating scale,and the sundry existing problems influencing customer satisfaction are obtained through the sample demographic analysis and investigation statistical analysis.After researching,we draw the following conclusion: the customer satisfaction of K company needs to be improved badly and optimized from the following aspects:introducing project management methods to reshape customers’ expectation cognition and shorten the customer service process,reconstructing service system and job responsibility as well as constructing the performance service mechanism in the unit of Amoeba to meet customers’ demands,and establishing the information management platform and the standard document input and output model to avoid the information distortion.These research results are of great significance to K company and similar highend customized furniture enterprises,and offer a better guide to the development of more small and medium-sized furniture enterprises,especially under the background of "mass innovation and mass entrepreneurship" proposed by our government.They also help to realize customer loyalty and lifetime value(LTV),and finally escort for the development of enterprises.