How to improve customer satisfaction

With the globalization of the world economy and the continuous development of information technology, people's demand for products and services is getting higher and higher, and customers' satisfaction with products and services has an inestimable impact on the growth of enterprise profits. This paper first briefly introduces customer satisfaction, and then analyzes the influence of product quality, customer expectation, product price and after-sales service on customer satisfaction.

I. Overview of customer satisfaction

Customer satisfaction is a response to customer's psychological state. Customer satisfaction comes from the contrast between customers' consumption feelings and their own expectations for a product and service in an enterprise, but the concept of customer satisfaction for a product is not absolute, it is a relative concept. Therefore, enterprises can't build a car behind closed doors and blindly cling to their subjective judgments on service attitude, product quality and price optimization. They should check in time whether the products and services they provide meet the expectations of customers.

In order to establish a scientific evaluation index of customer satisfaction, enterprises should study the structure of customer demand. After a lot of research and analysis, the indicators of customer demand include product quality, function, extension and price respectively. Enterprises should comprehensively consider these four aspects of customer demand when providing products and services. Due to the different environment and age levels of customers, the demand intensity for these needs is also different, and the degree of satisfaction after consumption is also different. Generally, when the customer's demand intensity is high, he will be dissatisfied or even strongly dissatisfied if he is not careful, while when the customer's demand intensity is low, he only needs low-level satisfaction. ?