Research On Customer Satisfaction Improvement Strategy Of Power Service In N Company

As a fast-growing industry in recent years,electric vehicles have always received great attention from the whole society.As a representative enterprise of new forces in the electric vehicle industry,company N was also founded and developed under the trend of the whole industry.After nearly 8 years of development,it has become the leading enterprise in the electric vehicle industry.The core competitiveness of N company is user service,and it is determined to build itself into the first "user enterprise" in the world.A very important component of the whole service system is power service.Since the service was launched in 2018,with the continuous increase of user scale,the user satisfaction of power service has also decreased year by year.To study the user satisfaction of power service of N company,help the company find the reasons for the decline of user satisfaction and propose specific improvement methods,which plays an extremely important role in building a "user enterprise" of N company and continuously maintaining the core competitiveness of user service.By using data analysis and questionnaire survey,this thesis takes the power service of N company as the research object to analyze and research the user satisfaction of the company.First of all,this thesis puts forward the research questions and determines the purpose and significance of the research.Then,by studying relevant literature domestic and overseas,combined with the five-star random evaluation data of users in various scenarios of N company’s power service,analyze the data and find out the problems.Then,starting from the overall experience of four different service scenarios of power service and different experience key points,the questionnaire was designed,collected and sorted out,and the reasons were analyzed.According to the data analysis and the questionnaire,the following conclusions are drawn: on the one hand,from the perspective of the overall experience of users in the four service scenarios of power service,the user satisfaction of code scanning for power swap,one click charging service and home charging service is high,and the user satisfaction of code scanning for public charging service is relatively low.On the other hand,each service scenario has its own problems in user experience.Finally,combined with the above experience problems and the actual situation of N company,the specific strategies and safeguard methods for improving the user satisfaction of power service of N company are proposed.It is hoped that the research in this thesis can provide some references for the improvement and promotion of user satisfaction of power services of N company in the future.At the same time,it is hoped that some known problems and improvement strategies found in this thesis will be helpful to improve the user satisfaction of energy supplement services of other brands in the electric vehicle industry.