Research On The Evaluation And Improvement Of Customer Satisfaction Of SJ Company

As the total economic volume of domestic heavy industry and infrastructure service industry continues to grow and the substitution effect brought by the global trend of energy saving and environmental protection further pushes the conveyor belt industry to replace road transportation,the market demand of domestic conveyor belt will maintain steady growth and the industry has a broad development prospect.However,development is bound to be accompanied by fierce competition,and customer satisfaction is the core point of competition,and the evaluation of customer satisfaction will strongly support the development and progress of the rubber conveyor belt industry.However,there are few studies on customer satisfaction measurement in the rubber conveyor belt industry,and the systematic evaluation of customer satisfaction and the implementation of corresponding improvement strategies still need to be studied in depth.Firstly,this paper takes SJ Rubber Co.,Ltd.as the research object,introduces the basic overview of the company and the current situation of customer satisfaction management,and conducts in-depth interviews with two groups of internal employees and external customers to understand the defects of the current customer satisfaction management and the problems of customer satisfaction respectively,and at the same time,the interview contents are coded to obtain the indicators affecting the company’s customer We also coded the content of the interviews to obtain the indicators of customer satisfaction.Secondly,this paper conducted a customer satisfaction survey on SJ company and constructed a customer satisfaction index measurement system for SJ company.The system first uses the China Customer Satisfaction Index(CCSI)as the theoretical model for measurement,and obtains 16 three-level indicators by coding the interview contents with the rooting theory;then uses the two-stage QFD measurement model to determine the weights of indicators at each level according to the questionnaire results.The final results of customer satisfaction index showed that SJ’s customer satisfaction index score of 73.80 was at a medium to high level,with brand image scoring 87.72 and customer loyalty scoring 64.47 at the lowest level.Finally,based on the importance-satisfaction model(IPA)analysis,this paper proposes suggestions to improve customer satisfaction.The recommendations specifically include: insisting on technological innovation,promoting intelligent creation,controlling quality expectations,improving usage elongation,improving product appearance quality,standardizing customer service center processes and service differentiation,establishing a perfect customer relationship management system and inviting customers to visit the site and participate in seminars,and other initiatives.The research of this paper not only enriches the study of customer satisfaction measurement system,but also provides practical guidance for rubber conveyor belt industry to measure and improve customer satisfaction.