Research On Customer Satisfaction Of M Safety Equipment Co.,Ltd.

M Safety Equipment Co.,Ltd.(abbreviated as M Company)is the innovator and manufacturer in the safety equipment industry.The brand was founded in 1914,headquartered in the world-known industrial city of Pittsburgh in the USA.In the early1980 s,M Safety Equipment Co.,Ltd.,the first joint venture in the industrial field at that time,established in Wuxi with Chinese capital.After more than 30 years diligent developing,M Company has not only witnessed the development of China’s safety market,but also grown and expanded with it,becoming a leader in the safety equipment industry and an indispensable force in the entire MRO industrial product market.With the industry and market becoming more and more mature,the competitors of domestic and foreign brands emerge one after another.M Company is a safety equipment company whose main customer group is the enterprise users in the industrial field.The enterprise users cover the petrochemical industry,electric power,construction,fire protection industry,etc.For the purpose of enhancing the repurchase rate and loyalty of enterprise users,customer satisfaction is particularly significant.Which is different from the civil market,customer satisfaction survey in the field of industrial buyers and users separation,collection is difficult,and the key factor to affect the user satisfaction index is extremely hard to measure,based on the relevant theory and model of customer satisfaction as the base,through the analysis of the overall situation of MRO industrial products satisfaction and M company,current status of customer satisfaction,adapting expert investigation method,to determine the key devoted factors of customer satisfaction,according to certain severe principles to assignment,to establish the evaluation program of M company.With the assistance of questionnaire survey to measure the actual level of satisfaction index of M company to locate the perception division.Combined with relevant theories and models,this essay aims to narrow the disparity between the customer’s expectation and actual consumption experience,and ultimately advance satisfaction and generate loyalty,so as to stabilize the leadership foothold of M company in China’s safety equipment industry and MRO industrial product market.