With the winter of 2012, the competition in the sanitary ware market has become increasingly fierce, and major companies have seized the market in all directions. As a semi-finished product, the installation and after-sales of sanitary products are particularly important. In the case of similar product quality and performance, consumers generally pay more attention to the after-sales service quality of sanitary products.
Netease home investigators have the most complaints about the quality of the bathroom industry, such as: toilet glaze cracking, angle valve leakage, bathroom cabinet drawer handle loose, etc., in different working days, rest days, three different time periods, In the case that the warranty card and invoice are not provided, the product problems encountered by the simulated netizens are investigated for the after-sales service quality of 35 sanitary enterprises. The scoring project scores five aspects: whether it is convenient and quick to find the after-sales service call, whether the after-sales phone charges, the call completion rate, the service attitude, and whether the complaint can get a professional solution. Call the detailed record score and review each time. The scores of three calls are added together to arrive at the final total score. In the 2013 NetEase Home 315 survey, the after-sales service survey of the sanitary industry expanded from 29 brands last year to 35 brands, of which the problem-solving rate increased from 51.72% to 74.77%, and the attitude rate rose from 45.98% to 54.29%. . The average score increased from 71.66 points last year to 79.4 points, and the overall performance has been greatly improved.
Overall after-sales service performance of the bathroom is better than last year
The overall qualification rate of 35 sanitary ware brands surveyed by Netease Home this year was 82.85%. According to the survey results, there are 12 enterprises with 90 points or above, 4 with 90-80 points, 10 with 70-60 points, and 6 with 60 points or less. The unqualified rate is significantly lower than last year. Overall performance is better than last year. This also shows that more and more sanitary companies are beginning to realize the importance of service for brand development.
In the investigation of sanitary ware enterprises, Wrigley Sanitary Ware, TOTO Sanitary Ware and Oulosa Sanitary Ware have obtained 100 points of full marks with high quality professional after-sales service. 9 companies including Anwar Sanitary Ware, Faenza Sanitary Ware, Dongpeng Sanitary Ware and Aussie Sanitary Ware are also closely followed by 98 points. Their customer service has performed well in attitudes and problem solving, and can be used for consumption. Professional and effective after-sales service guidance, to follow up in a timely manner, basically solve the problem. The brands such as Songlin Sanitary Ware, Xinzhongyuan, Yingfang Sanitary Ware have repeatedly called the after-sales service to answer the phone, and the fake after-sales phone calls for their results to end.
Some bathroom brand stores have a bad attitude
The after-sales service attitude was rated as excellent by 54.29%, which was an increase from 45.98% last year. More than half of the bathroom customer service treats consumers with a friendly attitude and patience. Finally, they will also inform consumers of some common sense of bathroom product maintenance, and the performance is satisfactory. However, the proportion of companies with poor customer service attitudes still accounts for 16.19%, and there are still many large sanitary enterprises. Some corporate customer service is impatient with consumer performance, and also said that consumers should contact the dealer directly if there is any problem, and the customer service can not provide the local dealer's phone number. Some customer service personnel seem to have just woken up from their sleep when they answered the phone. Their tone is lazy and weak. Netease home investigators can feel that they want to hang up the phone as soon as possible. The tone is very chilly. What's more, the sentence "Trouble yourself to contact the dealer" will immediately hang up.
The phenomenon of shirking responsibility still exists
Among the solutions, 54.29% of the companies that can provide effective solutions, most of the customer service can give more professional services and guidance. Manufacturers with better performance in the department will report the customer service number first, then ask the consumer about the product purchased in detail, and indicate that they will register the customer information and arrange the home repair. Some brands have also asked consumers to take photos and send them to dealers or manufacturers for accurate judgment.
It is worth pointing out that the phenomenon of corporate shirking responsibility last year still exists this year. In the survey, it was found that some customer service completely ignored the problems reflected by consumers, directly pushing the overall responsibility, and asking consumers to contact the dealers themselves. When the investigator asked for the phone number of the local dealer, even the customer service said that it could not be provided. It was necessary for the consumer to find it by himself and the problem-solving method provided was slightly helpless.
After-sales service call free rate is satisfactory
The reporter found in the visit to the sanitary ware enterprises that more and more enterprises are actively working hard on services. At the annual meeting of large and small enterprises, the top management will unanimously emphasize the importance of "service". It is believed that the core strength of the future competition in the sanitary ware market will be service. Only enterprises that can provide quality services will eventually gain the favor of consumers in the market. As the scope of the survey brand has expanded, the after-sales service free call rate has declined this year, but the proportion of free after-sales calls is still as high as 80%. This shows that the establishment of professional free after-sales service telephones for sanitary enterprises has formed a certain scale, and sanitary enterprises pay more attention to providing consumers with free after-sales telephone service.
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