07 China's lighting industry after-sales service survey report (5)

There are 74 dealers who report that the brand manufacturers have repair facilities, and 15 have clearly reflected that the brand manufacturers have no maintenance facilities, and the remaining seven are left blank.

In the maintenance facilities project, 59 dealers reported that the agent brand manufacturers have established necessary maintenance facilities, equipped with advanced maintenance equipment and technical service personnel; 49 companies that reflect the agency brand will regularly repair facilities, equipment and equipment. Inspections are carried out to ensure the normal operation of maintenance services; there are 55 companies that have confirmed that the brand manufacturers have established a complete supply of repair materials and accessories to ensure the rapid supply of products.

Comment: Only 35 companies that reflect the agency brand have already had the above three items, accounting for 36% of the total number of random checks. This shows that the manufacturer's maintenance facilities are still in need of improvement.

There are 85 dealers who report that the brand manufacturers provided technical support, accounting for 89% of the total number of random checks; 10 reflect that the manufacturer did not provide technical support, and one left blank.

In the technical support project, 60 dealers choose to “provide you with continuous technical support services during the product validity period”; 83 select “provide complete product specifications, product technical data and safe use instructions”; Forty-eight people chose to provide free customer training necessary for product use. There are 40 companies that offer "all forms of technical support services through telephone, internet, print, etc.".

Comment: Only 22 dealers said that the agent brand manufacturers provide the above four technical support, accounting for 23% of the total number of random checks, which indicates that manufacturers still have a long way to go to provide technical support to the merchants!

Merchants report that complaint handling is fairer

There are 83 dealers who have reported that the brand manufacturers have set up a complaint reception system. There are 8 directly reflecting no, and the other 5 are not filled. Among the complaint channel projects, 76 dealers chose “telephone”; 47 chose “fax”; 27 chose “email”; 9 chose “home consultation”.

In the efficiency of manufacturers handling complaints, there are 33 dealers “within 24 hours”; 37 have “within one week”; 13 have “half a month”; 5 have “immediately processed”; The family said “within 72 hours” and the other 7 chose “unsure”, “ominous” or left blank.

There are 83 dealers who report that the brand manufacturers can handle your complaints in a timely manner, solve customer complaints objectively, fairly and effectively, accounting for 86% of the total number of random checks. There are 2 choices "No", and 9 choices "Don't know "The two are left blank."

In the survey of product complaint rate, there were 25 between 1% and 5%, and 30 of them reported that the complaint rate of the branded products was 0; between 0-1%, there were 2, more than 5%. There are 5, and the remaining 34 are left blank or indicate no statistics. 35 dealers reported that the product complaint resolution rate was over 90%, and 7 of them said that the product complaint resolution rate was 0-80%, and the remaining 54 were left blank.

Comment: In the handling of customer complaints, only 33 dealers reported that they could report the results within 24 hours, accounting for 34% of the total number of random checks. This shows that manufacturers are less efficient in handling complaints from customers, but 86% of dealers It is worthy of recognition that “the brand manufacturers that are represented can handle your complaints in a timely manner, objectively, fairly and effectively resolve customer complaints”.

The merchant does not understand the customer management of the manufacturer.

There are 94 dealers who have reported that the brand manufacturers have set up corporate websites. Among them, 68 dealers report that the company website already contains the pages and contents of after-sales service, and 6 directly reflect that the company website does not contain after-sales service content. 22 people chose “Don't know”; 47 companies reflected that the company's website can provide online service functions, 18 of them reflected that the company's website did not provide online service functions, and 31 of them chose “don't know”; 57 of them reflected that the company's website has customers. Online forums or corporate email addresses that provide customers with the ability to contact the company, 11 have not reflected, and 28 have “not known”.

There are 87 dealers who have reported that the brand manufacturers have set up customer service hotlines, complaint telephones, and repair telephone calls, accounting for 91% of the total number of random inspections; 5 have not reflected, 1 reflects “don't know”, and 3 others stay air.

In the "Do you have a brand manufacturer that establishes anti-counterfeiting inquiries, so that users can conduct anti-counterfeiting queries by telephone or online?" Among them, only 30 choose "Yes", 29 select "No", and there are 35 Select "Don't know" and the other two are left blank.

In the “Do you have a perfect customer feedback information receiving mechanism?”, 59 select “Yes”, 6 choose “No”, 30 select “Don’t know”, and another There are 5 unfilled.

Among the “Do you have established a complete customer management file for the brand manufacturers you represent?”, 65 select “Yes”, 3 choose “No”, 27 choose “Don’t know”, and 1 Unfilled.


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