Research On Customer Satisfaction Improvement Strategy Of W Decoration Company

With the development of the home decoration industry,the market competition is becoming increasingly fierce.Due to its environmental reasons,the customer complaint rate in the home decoration market remains high,and the overall customer satisfaction of the industry is low.How to improve the satisfaction of service customers has become a major issue facing W Home Decoration Company.Because there is no system to evaluate customer satisfaction and there is no collection of customer satisfaction.The company cannot clearly understand the customer’s evaluation of its services and has no way to start the work of improve customer satisfaction.The purpose of this paper is to improve the customer satisfaction of enterprises.By building a customer satisfaction evaluation system,we can analyze the satisfaction of existing customers,find out the deficiencies in the service,and then make targeted strategic design for improving satisfaction.The main work of this paper is as follows:Firstly,the operation status of W Home Decoration Company is analyzed.Starting with the industry situation and the general situation of W Home Decoration Company,the overall situation of the company is analyzed first.The macro environment of W Home Decoration Company’s operation is analyzed by PEST method,and the internal operation environment is analyzed by SWOT method.Find out the external challenges that W Home Decoration Company will face,as well as the problems encountered in the current operation of the company,such as customer complaints and disputes,customer needs are not met,etc.Second,the customer satisfaction analysis of W Home Decoration Company.Design the customer satisfaction index system and use the AHP to give weight to each index through the expert questionnaire.Collect and calculate the satisfaction of the company’s existing customers,classify,and analyze the various indicators of customer satisfaction by using the quarter chart,and find out the key projects that need to improve customer satisfaction.Finally,based on the key projects that need to improve customer satisfaction,formulate the corresponding improvement strategy design.Corresponding to the key factors affecting customer satisfaction and the current operation of the company,design corresponding satisfaction improvement strategies.This paper has preliminarily designed a customer satisfaction evaluation system for W Home Decoration Company,which provides a basis for measuring and improving customer satisfaction.Using the customer satisfaction evaluation system to survey the satisfaction of service customers and optimize the company’s service process through continuous iteration of the results is of great significance to the long-term development of W Home Decoration Company and also has certain reference significance to other enterprises in the home decoration industry.