Analysis Of Customer Satisfaction Of L Company Under The Background Of Grid And Improvement Strategy Research

With the continuous development and popularization of 4G and 5G Internet information technology,OTT cloud service providers and traditional Chinese IT enterprises are striving to promote the digital transformation of traditional industries,providing enterprises with more advanced information technology,products and financial services,plus the continuous development of 5G,new generation technology,Internet and other technologies.Making the communications industry more closely related to the future of humanity.With the development of China’s economy and society,the communication industry has also ushered in the historical development opportunity and challenge.The introduction of national policies and the improvement of customer bargaining power require enterprises to continuously improve customer satisfaction from a customer perspective,and provide customers with more humane and excellent communication products.Therefore,it is necessary to better explore its customer satisfaction in order to provide suggestions for its current problem-solving and future development direction.In this case,combined with domestic and foreign customer satisfaction theory and customer value theory,the paper designs questionnaire and data recovery by integrated with L company’s development history,with combination of AHP analytic hierarchy process,determines the influence factors of L company’s customer satisfaction,and then conducts a detailed questionnaire survey,to further explore the impact of these factors.Considering the present,L company has a set of customer satisfaction index analysis system,first this paper analyzes the problems existing in the current index evaluation system,and then designs a new customer satisfaction index evaluation system from the aspects of directivity of indicators and questionnaire accuracy,and adds the grid service index of L company.Then,according to the weight calculation results of the new system,the customer satisfaction questionnaire is further designed to obtain accurate customer satisfaction information,so as to effectively improve the performance of L company in the local communication market and achieve the goal of sustainable development of the enterprise.By analyzing and studying the customer service process of Company L,this paper finds that under the new index system,the important factors affecting customer satisfaction of Company L are product quality and service,followed by value perception type,and finally customer loyalty and customer complaints.This result was also confirmed by a follow-up questionnaire.Based on the analysis results,this paper proposes the promotion strategy from the aspects of product quality perception,product service perception,value perception,customer loyalty and customer complaints.