Strive to improve customer satisfaction
2017-07-03
Timely understanding of customer needs and mobilizing enterprise resources to meet their needs and improve customer satisfaction is the key to winning in this fiercely competitive and frequently changing market. As a private enterprise, Terry has maintained a good tradition of getting close to the market and understanding customers in the long-term market downturn. We know that the difference between satisfying customers and completely satisfying customers can engulf a company.
But with the increase of products and the expansion of company scale, maintaining and promoting this tradition is a huge challenge. In our quality manual, it is stated that the company advocates and promises to always prioritize customer satisfaction. To achieve this commitment, leaders at all levels need to do a lot of regular work, and it requires the words and deeds of senior employees to instill in every employee the awareness of "customer-centric, striving to improve customer satisfaction" in every aspect of our work.
From the previous survey, it can be seen that there were both high and low rated feedback; There are both evaluations with a 10% rating for each item, as well as evaluations with very low ratings and certain items not given a rating. What does this mean? It indicates that the company has grown in size, with more departments and personnel, and problems have arisen in certain aspects and personnel. Terry is not a research institution, and our technical personnel should not be intoxicated by self appreciation of technology and products. We should attach great importance to customer/market feedback. Entering to confirm whether the default is Yes or No is not a technical issue, but it may be an issue that affects usage; We should not only be interested in tackling key projects and technical difficulties, but also devote ourselves wholeheartedly; We must attach great importance to user opinions, respond quickly, and be highly sensitive to market reactions. In our work, our personnel sometimes attribute problems too much to technical and human resources aspects, but in reality, many times it is a matter of responsibility, work methods, communication methods, and the process of handling customer feedback information. Our marketing personnel should maintain regular contact with customers, understand their opinions and needs, rather than just contacting them once there is a project.
But with the increase of products and the expansion of company scale, maintaining and promoting this tradition is a huge challenge. In our quality manual, it is stated that the company advocates and promises to always prioritize customer satisfaction. To achieve this commitment, leaders at all levels need to do a lot of regular work, and it requires the words and deeds of senior employees to instill in every employee the awareness of "customer-centric, striving to improve customer satisfaction" in every aspect of our work.
From the previous survey, it can be seen that there were both high and low rated feedback; There are both evaluations with a 10% rating for each item, as well as evaluations with very low ratings and certain items not given a rating. What does this mean? It indicates that the company has grown in size, with more departments and personnel, and problems have arisen in certain aspects and personnel. Terry is not a research institution, and our technical personnel should not be intoxicated by self appreciation of technology and products. We should attach great importance to customer/market feedback. Entering to confirm whether the default is Yes or No is not a technical issue, but it may be an issue that affects usage; We should not only be interested in tackling key projects and technical difficulties, but also devote ourselves wholeheartedly; We must attach great importance to user opinions, respond quickly, and be highly sensitive to market reactions. In our work, our personnel sometimes attribute problems too much to technical and human resources aspects, but in reality, many times it is a matter of responsibility, work methods, communication methods, and the process of handling customer feedback information. Our marketing personnel should maintain regular contact with customers, understand their opinions and needs, rather than just contacting them once there is a project.
