Haier

Accordingly, customer satisfaction survey in China is launched by Customer satisfaction evaluation center of Chinese Standardization Research Institute and Chinese Enterprise Research Center of Tsinghua University with investigation, research and evaluation which has been the authoritative valuation method of customer satisfaction index in China for successive 10 years. This survey has comprehensive comparison on the brand from 5 aspects which are brand image, cost performance, satisfaction, product reliability and service quality. Among that, there are 20 brands of refrigerator, 18 brands of washing machine and 12 brands of electric rice cooker and electric water heater participating in the evaluation. In many opponents, Haier is always leading the industry and ranks at the top of the customer satisfaction survey results.

In the customer satisfaction survey, service quality is the significant evaluative dimension which influences the customer satisfaction. However, in the comparison of service quality, many categories of Haier are evaluated with 5-star. This year is the 10th year that Haier is famous in service satisfaction of home appliance industry successively. During the development process of many years, Haier always takes the innovation and upgrading of service and enhancement of user experience as the primary task. Recently, it has launched the U+ service model. Through the service innovation of “Di-Di grabbing order”, “electronic warranty card” and “no worries procurement”, it promotes the service upgrading with Internet thinking and subverts the traditional service model to provide the best service experience in internet era for the users.

The best service of enterprise in traditional era is producing good products while the best service in Internet era is to make the users participate in creating. According to the relevant person in charge of Haier, Haier is famous in service satisfaction of many categories because it sticks to user interaction and makes efforts to meet the user demands constantly. The user demands of Internet era become the major driver to promote the development of enterprise. Therefore, Haier establishes the platform of user interaction, realizing the zero-distance dialogue with users and making the users participate in the whole process of design, manufacture and production. Hence, the users become the participants and supervisors of production from the spectators and their demands on diversification and individuation could get the maximum satisfaction.