Evaluate on customers’ satisfactory is an important methodology to measure the enterprise operating status. In order to collect “satisfactory proportion, non-fulfill requirement, re-purchasing ratio” so we can recognize those goods which meet customers’ expectation. We suggest necessary improvement to raise customers’ satisfactory and extend the period that customers stay with us.

Bei fang zong heng focus on customers’ satisfactory in retail service industry in China, developed the standard of customers’ satisfactory in both shopping center, department store, hypermarket, convenience store, reveals shopping equipment, purchasing environment, staff service, goods prize, transaction process, shopping policy and after-shopping service.

Aim enterprise confirmation

[Research on aim enterprise] According to customers’ requirement, use retail enterprise as sample, the results reveals customers’ satisfactory status and competition advantage. Sometimes, customers wish to understand the competitor’s suggestion.

[Sample research] Regard to the ranking of retail, collect the biggest size retail enterprise as example, the result reveals customers satisfactory status and competition advantage in China retail industry. At the same time, it also can measure the comprehensive situation of customers’ satisfactory in Chinese business enterprise.

Sample of consumer’ confirmation

[Condition] Consumers who have shopping experience in sample enterprise in recently one month. Control the proportion of male and female customers in the whole samples. Alternatively, we can add more or reduce the select conditions according to customers’ specific requirements.

Research methodology

Questionnaire designed by 10 scales, evaluate more than 50 elements according to the last time shopping experience.

The methodologies of data collection:

Customers’ Questionnaire

Computer assist telephone interview

Computer assist personal interview

Interviews by groups

The results of research:

According to the research, we will answer following questions based on data analysis:

Customers satisfactory of retail enterprise

Compare of customers satisfactory of retail companies

The effect factors of customers satisfactory during research

Analysis of factors affect customers’ satisfactory by different retail enterprise

Factors affect customers satisfactory

Conclusion and suggestion to retail enterprise