Investigation report on customer satisfaction of Shentong Express

Recommendation of Shentong Express Customer Satisfaction Survey Report

In daily life, the use of reports has become the norm in daily life, including title, body, ending and so on. So how should the report be written properly? The following is the recommendation of the customer satisfaction survey report of Shentong Express compiled by me. Welcome to share.

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First, the basic situation of Shentong Express

1. Organizational structure: Shentong Express brand was founded in 1993. The company is committed to the construction and development of national brands, constantly improving the three-dimensional operation system of terminal network, transit transportation network and information network, based on the traditional express delivery business, fully entering the field of e-commerce logistics, promoting the development of logistics and express delivery industry in China with professional services and strict quality management, and becoming one of the most influential private express delivery enterprises in the national economy and people's lives. After entering the 2 1 century, with the rapid development of China's express delivery market, the network breadth and depth of Shentong Express have been further strengthened, covering cities at or above the prefecture level in China and cities at or above the county level in developed areas, especially in Jiangsu, Zhejiang and Shanghai, and basically realizing the delivery without blind spots.

2. Main business: The product is mainly divided into three parts:

One-city internal parts

2. Inter-provincial parts: The inter-provincial parts in Shentong Intranet are transported by car in neighboring provinces and cities, and generally arrive in two days; Use air, railway and other means of transportation in long-distance areas; Short for inter-provincial express delivery.

International part: through foreign cooperation, the company has established express mail service with foreign companies.

With the diversification of domestic express demand, Shentong Express continues to provide traditional express delivery services, while actively exploring new businesses, including providing C2C and B2C e-commerce logistics distribution services, third-party logistics warehousing services, and payment collection business valuables channel services in cooperation with Alibaba Group. And in China (including Hong Kong, Macao and Taiwan), we have established a huge information collection, market development, logistics distribution, express delivery and other business organizations, and established a national network to serve customers.

3. Management mode: After more than ten years of development, Shentong Express has formed a perfect and smooth self-operated express network throughout the country. Up to now, the company has 830 independent outlets and branches; There are more than 5,000 service outlets and stores and 62 transit departments, covering an area of 1.240 mu. By the end of 20xx, all transit departments have realized semi-automatic sorting, all transit departments and more than 90% outlets are equipped with monitoring equipment, and more than 10 security inspection machines have been installed in big cities such as Shanghai, Beijing and Guangzhou. There are more than 20,000 vehicles in the whole network company and nearly 600 vehicles across provinces (with GPRS). 20xx's daily average business volume was 6.5438+0.4 million votes in the first half of the year, 6.5438+0.8 million votes in the second half of the year, with a peak of 2.6 million votes. The total business volume for the whole year was more than 600 million votes. There are about 654.38+million employees in the whole network, and the annual business volume of 20xx will reach 750 million votes, the annual turnover is expected to reach 9.5 billion yuan, and the total investment of the whole network is about/kloc-0.0 billion yuan. At present, Shentong Express has become the most complete and largest private express delivery system in China.

The company invested nearly 100 million yuan to develop "Shentong E3 Express Software System Platform", including "Express business system, data acquisition system, wireless GPRS data acquisition and transmission system, weighing and billing system, aviation business management system, vehicle operation management system, customer service complaint handling system, customer service call center system and e-commerce (Taobao business) order taking system". At present, the use of 20 thousand GPRS handheld terminals in the whole network will realize that every salesman has a pistol. The company's service ability has been continuously improved, the service quality has been steadily improved, and the unified construction of the company's brand and image has also been steadily promoted, becoming one of the most complete and largest private express delivery systems in China.

4. Company philosophy:

Corporate values:

That is, by quickly converting the customer's express mail into value, and then into the value of the enterprise; Maximize the space for employees to show value and maximize the space for enterprises to rise; Maximize the value created for society, and enterprises will also maximize social returns.

Quality policy:

Fast, safe, accurate and thoughtful, customer satisfaction, is the pursuit of Shentong.

Service concept:

Shentong express, close at hand, makes you and me with your heart.

Shentong marketing model:

The brand image is unified, and the whole network adopts the unified image such as Shentong trademark.

The service standard is unified, and the franchise outlets adopt unified customer service standards to ensure that the express service of customer service is fast, safe, accurate and thoughtful.

Information management is unified, and all outlets adopt computer systems. All management information is scanned, uploaded and queried in this system. As the manager and maintainer of the system, the headquarters manages information in a unified way.

Service slogan:

Commitment to customer satisfaction is Shentong's firm belief, people-oriented is Shentong's eternal principle, accepting challenges is Shentong's essential spirit, team spirit is the guarantee of Shentong's network operation, and helping others is helping yourself, which is Shentong's creed.

Second, the main problems and reasons of Shentong Express

1. slow delivery.

While Shentong Express Company quickly occupied the market, the complaints about its service quality also increased year by year, among which the slow delivery speed was the most common problem reflected by consumers. In this regard, some insiders said that each company has its own delivery time limit, which is usually delivered to consumers on the day or the next day when the goods arrive at the destination. However, in order to reduce costs, only a few salesmen of individual companies make oral promises to consumers. However, due to the shortage of manpower and limited distribution capacity, it is impossible to deliver the goods to consumers in time, and express delivery naturally becomes slow delivery.

2. Poor service attitude

Express delivery is also a service industry, but our parents know little about this emerging service industry. When using express delivery, they need more explanations and better service. Nowadays, young people advocate online shopping, and a large part of online shopping is logistics. Once I bought food online. Because I ate it, I was afraid of damage in transit, so I was more concerned about logistics. But after waiting for several days, I still didn't arrive, so I called the local Shentong Express to ask. During the call, the courier didn't explain anything, just gave the order number and said that he would come right away.

Want to ask something, the customer service lady impatiently said that it was coming soon, and so on. That online shopping, the goods were very good, gave him 5 points, and the logistics only gave 3 points. I don't know if this evaluation will have any effect, but I hope the logistics service industry can be like other service industries.

3. The brand propaganda is not strong enough, which has established a bad reputation.

In Taiyuan, Shentong's brand awareness lags far behind the express delivery companies such as Zhongtong, Tian Tian and ZJS, not to mention the international giants such as FedEx. Shentong takes the low-end route, but the price is similar to that of other companies. At present, the price difference between companies in the eyes of customers is not very big. In addition, due to the slow delivery time of Shentong, there are relatively few receiving customers in Taiyuan who use Shentong Express to deliver goods to other places. If customers send express mail to other places, the survey results show that more potential consumers choose well-known express delivery companies such as EMS, Zhongtong and ZJS.

Third, the improvement suggestions of Shentong

1. The company operates in a standardized manner and strictly implements limited delivery.

The slow delivery is because the enterprise wants to reduce the cost of bulk delivery, which leads to the delay of delivery time. Enterprises have entered the misunderstanding of pursuing short-term profit maximization and reducing service quality. There is confusion in the time management of delivery because the company does not operate in accordance with the prescribed articles of association. And all levels of goods must strictly limit the delivery time. If some places can't arrange the delivery time, then this place should be ruled out without hesitation. The core of the express delivery industry is to save time for customers. Therefore, time is the product, and time is the weight to charge customers. Only by grasping the time well can we win the satisfaction of customers and enhance the brand image. In the fierce competition in the express delivery market, in order to survive, facing the encirclement and suppression of domestic and foreign enterprises, enterprises need to give up short-term profits to win the living environment. Enterprises should upgrade their electronic systems and strictly manage the time of goods. Once the goods are found to be delayed, we should give up small profits to win a good reputation and win time for the enterprise. The slow delivery of Taiyuan Shentong Company is very prominent, and it is urgent to carry out limited-time service.

2. Strengthen brand promotion and improve corporate visibility.

Because the popularity of Taiyuan Shentong Express Company lags far behind that of Tian Tian ZJS Zhongtong, not to mention the international giant FedEx. Most customers in Taiyuan use Shentong to receive express mail. The popularity of Shentong Express determines that it is at a disadvantage in the competition with other express delivery companies when delivering goods. Judging from the data shown in the questionnaire, Shentong's popularity in Taiyuan is not as high as that of other competitors. Taiyuan Shentong Express Company can distribute leaflets of Shentong enterprises among customers who deliver and receive express mail, because they are a group of consumers who often use express delivery. Taiyuan Shentong Express has no home page. It is necessary to establish a special homepage to facilitate Taiyuan customers to check the express mail, understand the culture and commitment of Taiyuan Shentong Express Company, and improve the company's external image. It is also convenient for customers to complain. There are also ways to learn home delivery, publicize it on campus, communicate with students on campus when college students are ready to leave school, and deliver goods to students who are about to graduate. Because college students who are about to leave school and stay at school are potential consumer groups, this is a shortcut to quickly improve the visibility of enterprises. Send advertising emails in Taiyuan storefronts of Taobao, Yi Bei and other large shopping websites.

Summary:

In the process of research, this paper makes in-depth analysis and research on the premise of full market research, so that the formulation and implementation of the strategy is more in line with the current market situation and future development direction, which has practical guiding significance for express delivery enterprises currently in opportunities and threats, including the solution of practical problems and the control of future development. Put forward the strategic development ideas and framework different from other industries. For the express delivery industry, cost leadership is the foundation and target concentration is the key, which is determined by the financial constraints and management difficulties of developing companies. By strengthening the core value of express delivery enterprise-saving time for customers, this paper studies all aspects of the enterprise and gives the measures and strategies for the development of the enterprise.

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