07 China's lighting industry after-sales service survey report (1)
——2007 China Lighting Industry After-sales Service Survey Report
The results of the spot check showed that the after-sales service of only 7 production enterprises was basically up to standard (60 points), accounting for 32% of the total number of random inspections. Nearly 70% of the company's after-sales service did not meet the standard. This shows that -
â— Purpose of the survey:
Understand the status quo of after-sales service of the lighting industry manufacturers, understand the after-sales service needs of the merchants, and promote the perfect after-sales service system of the manufacturers, so as to promote the development of the entire lighting industry in a more standardized and healthier direction.
â— Survey method:
Typical investigation
â— Mode of operation:
Reader survey (by local correspondent reporters directly with manufacturers, businesses for spot checks)
Survey time: July 1st - July 31st
Type of investigation: combination of key investigation and random inspection
â— Develop a sampling framework (40 companies in total):
(1) Commercial lighting companies:
10 companies (NVC, Sanxiong? Aurora, Jiamei, Dongpu, Yihe, Raymond, Mingpai, Sidon, Delta, Southeast)
(2) Light source electrical appliance companies:
10 companies (Opp, Nine Buddha, Sunshine, Honbang, Ghosts, Gala, Ox, Shanghai Luyuan, Chenhui, Shanghai Baodi)
(3) Home lighting companies:
10 companies (Huatai, Qianli, Haohao, Jinda, Jushang, Jindalai, Dafeng, Aihua, Puglia, Kaiyuan)
(4) Electrical and electrical materials enterprises:
10 companies (Langeng, Tianlang, Futian, Matsumoto, Junlang, Manco, SOK, Tianji, Youteng, TCL-Rogrange)
In this case, 40 questionnaires were sent to the production enterprises, and 22 points were collected. The contents of the questionnaire responses were all filled out by the enterprises themselves, accounting for 55%.
Thanks to the support and cooperation of the above 22 companies (red part), I hope that more companies can participate in the survey activities and jointly contribute to the development of the industry. Let's take a look at the results of this survey together.
73% of corporate service culture is relatively perfect
Service culture is an important part of corporate culture, and it is also the guiding ideology of after-sales service. It includes four concepts of after-sales service concept, after-sales service commitment, after-sales service strategy and after-sales service goal. It can be said that as an excellent Business, service culture is indispensable. The results of this survey show that 17 companies have their own after-sales service concept, accounting for 77% of the total number of random checks; 16 companies have their own after-sales service commitment, after-sales service strategy and after-sales service goals, accounting for 73% of the total number of random checks %.
â— Enterprise after-sales service concept display:
Kaiyuan: (lack)
Zhejiang Chenhui: Provide the most professional lighting electrical products and services to the world.
Southeast Lighting: (lack)
Delta: (lack)
Jiamei: The first thing that comes to mind when doing one thing is the customer.
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