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——2007 China Lighting Industry After-sales Service Survey Report
The survey results show that the merchants understand that the service culture of the manufacturer is seriously deviated, and less than 30% of the merchants are satisfied with the service of the manufacturer. This shows that -
Business understands serious deviations
In the four surveys on service culture (service concept, service commitment, service strategy, service goal), the respondent information of the merchant has a large deviation from the manufacturer, such as the service concept:
The Chinese merchants reply to the information: "First, the customer is always correct. Second, if the customer is wrong, please refer to the first article." (Correct content: "Customer first, full participation, continuous improvement, pursuit of excellence" ).
Shanghai Baodi merchants responded with information: “Meeting all the needs of customers†(correct content: “Create a well-known brand, do first-class service 1).
Hao Hao business reply information: "Customer-centric" (correct content: "heart service, customer first").
Huatai merchants responded with information: “Meeting all the needs of customers†(correct content: “Customer satisfaction is the starting point, innovative service is eternalâ€).
Jiamei business reply information: "humanized service" (correct content: "Everything is the first thing that comes to mind is the customer").
The small ghost business responded to the message: "Leave the grievances to yourself, and everything will satisfy the customers" (correct content: "Leave grievances to yourself and leave satisfaction to customers.").
Shanghai Luyuan merchants responded with information: “Products are both human products†(correct content: “Respect customers, understand customers, continue to provide products and services that exceed customer expectations, and be customers forever partners.â€).
Donghao business reply information: "Customer satisfaction as the center" (correct content: "4S full service solution")
Comment: From the survey results, the business has little understanding of the service culture of the manufacturers. This shows that the manufacturers in the whole industry are still stuck in the relationship between production and sales. The service culture of the manufacturers is seriously insufficient, and the understanding of the service culture of the manufacturers is also Need to improve.
Manufacturers' after-sales service rules and regulations need to be improved
In the survey “Do you have a complete after-sales service rules and regulations?†In a survey, 92 people chose “yesâ€, accounting for 96% of the total number of random checks. Among them, 75 said that the service rules and regulations of the agency brands existed in the form of corporate documents, accounting for 78% of the total number of random inspections; 25 of them said that the service rules and regulations of the brand were communicated orally; one said that they would use the "board" The form appears.
Comment: From the feedback information of the merchants, the brand manufacturers have basically formulated a complete after-sales service rules and regulations, which is worthy of recognition. The rules and regulations are serious, but only 78% of the merchants report that the rules and regulations exist in corporate documents, which indicates that the after-sales service of the manufacturers should be improved in rigor.
In a survey of the rules and regulations of after-sales service, 75 selected "quality technical service specifications"; 63 selected "product delivery service specifications"; 54 selected "after-sales service personnel practice specifications"; there were 83 choices Product return service specification"; 45 select "installation and maintenance service specifications"; 63 select "complaint handling service specifications"; 50 select "customer tracking service specifications".
Comment: According to the standard of after-sales service system, the after-sales service rules and regulations should include the above seven items, but the survey results show that only 17 dealers reflect that the agent brand manufacturers do this at the same time, accounting for 18% of the total number of random checks, covering 14 One brand, accounting for 35% of the number of brand checks, indicates that many manufacturers' after-sales service rules and regulations need to be improved.
In the “How do you evaluate the performance of the after-sales service system of the brand manufacturers that are represented?â€, 37 dealers choose “very goodâ€; 41 choose “betterâ€; 9 choose “generalâ€; There are 8 choices that need to be improved.
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