Cutomer assessment_021222_part 2_OK.ppt

STK This proposal is confidential and cannot be provided to or shared with any third party without the prior written consent of PricewaterhouseCoopers. * For STK Internal Review Only This proposal is confidential and cannot be provided to or shared with any third party without the prior written consent of PricewaterhouseCoopers. 5.2 Satisfied / dissatisfied Satisfaction Analysis Satisfaction measurement 1-5 scale is to measure the customer satisfaction 1 2 3 4 5 Most satisfied Satisfied Average Dissatisfied Most dissatisfied Scale Satisfaction We measured the interviewees’ feedbacks and level of satisfaction by factors such as price and quality. The higher the score is, the more satisfied customers feel about the a factor. If a factor is very important to the customers who are dissatisfied about this factor, these customers may be lost if the the manufacturer takes no action to improve on this factor. 5.2 Satisfied / dissatisfied Cements tanker satisfaction: Anhui Xingma Key Findings Customers are satisfied with Xingma on most aspects and this shows that Xingma is a very strong player in the current market Low High Size 4.00 5.00 3.00 2.00 1.00 Easiness of operation Overall satisfaction is relatively high Residual Unloading efficiency Easiness of maintenance Running stability Repair quality Timely service Quality Price Impotence 5.2 Satisfied / dissatisfied Concrete mixer satisfaction: Anhui Xingma Findings Again, customers have given Ximgma some good comments on most aspects indicating that Xingma is also a strong player in the mixer market. Low High Size 4.00 5.00 3.00 2.00 1.00 Overall satisfaction is relatively high especially for product quality which is one of the most important to the customers Easy to operate Residual Unloading efficiency Easy to maintain Repair quality Running stability Timely service Quality Price Impotence 5.2 Satisfied / dissatisfied Concrete mixer satisfaction: Huajian Findings Customers are satisfied with size and price Ser