Research On HLMS Company Customer Satisfaction Enhancement Strategy

When more and more various capital was packed into the service market of education and training,the competition in the education and training industry is becoming more and more intense.New and old brands with strong capital support can occupy most of the market firmly and quickly.Companies with small capital investments also want a piece of the action.Compared with big brands and old brands,small and micro training enterprises do not have strong capital.They narrow the market to areas outside the third road,around Chengdu,second and third-tier or within a three-kilometer range,so as to seize the market with innovative products and high-quality services.Due to the low threshold of education and training market,most small and micro brands lack of scientific management,lack of experience in teaching quality and so on,the teaching effect can not be guaranteed to a large extent and customer satisfaction is low.At the same time,to achieve quick success and instant benefits,managers often pay much attention to marketing and ignore teaching quality and service,which reduces the value of customer experience.So customer satisfaction is not high.Since HLMS company was established,the core team has been focusing on the three kilometers within the scope of community service: 7 days a week,50 weeks ’serving period of the superintendence and 6 days study plus 1 day parent-child play system.Through the research and the introduction of regulatory way,HLMS provides‘the overall family education planing service’.HLMS creates a "family parent-child education consultant" and "family private education steward" for post-80 s and post-90 s parents.Service is the core competitiveness of HLMS to seize the market,and the customer satisfaction directly reflects the results of service and teaching of HLMS.Before analyzing the customer satisfaction of HLMS,this paper analyzes the operating status of HLMS company and the current situation of customer satisfaction through SWOT analysis.Again compared with the domestic and foreign famous customer satisfaction index models,this paper combined the actual operating situation and construct the HLMS customer satisfaction index system,choosing the Europe customer satisfaction index model as the reference model.The Delphi method of subjective weighting method,namely expert weighting method,was used to determine the weight and design the questionnaire.SPSS23.0 software was used to test the reliability and validity of the questionnaire.The questionnaire analyzes the customer satisfaction of HLMS company from several factors,such as corporate image,customer expectation,perceived value,perceived quality and customer loyalty.The perceived quality is subdivided into product perceived quality and service perceived quality.The problems of HLMS company are analyzed one by one and the strategies for improving customer satisfaction are proposed.This paper are not only of great significance to the actual operation of HLMS company,but also play a certain reference role for enterprises in the same industry.