申通快递公司客户满意度调查报告姓名：陈珍荣班级:市场营销一班学号：20120201008目录1、内容摘要 (3)1.1中文摘要 (3)1.2英文摘要 (4)2、调查背景 (5)2.1我国快递业的发展现状 (5)2.2我国快递业的发展机会 (6)2.3大学生网购市场分析 (6)3、现象描述 (8)4、原因分析 (9)4.1、问题一及其原因分析 (9)4.2、问题二及其原因分析 (9)4.3、问题三及其原因分析 (9)4.4、问题四及其原因分析 (10)4.5、问题五及其原因分析 (10)4.6、问题六及其原因分析 (10)4.7、问题七及其原因分析 (11)5、对策建议...................................................... .. (12)5.1、对策...................................................... .. (12)5.2、建议...................................................... .. (13)6、附件...................................................... .. (14)6.1、计划书..................................................... (14)6.2、问卷...................................................... (20)6.3、资料整理表..................................................... . (21)6.4、主要参考文献..................................................... .. (2)内容摘要一、摘要随着我国经济的发展，物流行业的竞争越演越烈，对于物流企业来说，提升物流服务水平是其获得竞争优势的必然选择，因此，申通快递公司要提升物流服务水平就必须了解消费者的满意程度，从而提高自己企业形象和物流服务水平，拓宽行业的发展方向。
二、调查目的随着大学生网购的流行，越来越多的快递公司看到商机，开始选择进驻大学新区，分食高校快递市场这一块大蛋糕。
申通快递要想稳住这份市场的主导地位必须从了解其企业服务在高校学生心中的形象及地位，提高其企业物流水平是获得竞争优势的必然选择，也是申通快递公司占领高校市场的手段。
1.通过本次的调查具体了解大学生对申通快递品牌形象认知2.了解花溪大学城对申通快递提供的快递服务的满意度3.找出申通快递在提供服务的过程是否还有哪些不足。
4.找出大学城学生对申通快递公司的印象的主要因素。
5.掌握大学城学生对快递公司选择的倾向三、调查对象及调查内容调查对象：贵阳花溪大学城全体学生调查地点：贵阳花溪大学城各大高校宿舍楼调查时间：2014.5.5-2014.6.5调查内容：1.调查对象的具体情况2.大学生对快递的使用现状。
3.大学生平常使用的快递。
4.大学生对快递的使用频率。
5.大学生对申通快递的使用现状与了解。
6.大学生使用申通快递的频率。
7.大学生对申通快递的了解。
8.大学生对申通快递的各项服务满意度四、调查的研究方法根据回收的问卷，进行问卷编码，数据整理和汇总，再采用综合指标分析法对数据进行分析五、调查的执行结果（一）结论1. 经过调查结果显示有接近九成的大学生使用过申通快递的，这说明申通快递有广阔的市场，也有一些潜在的客户群体。
2.经过调查结果显示大学生使用申通是由于其快捷的速度吸引的消费者得到消费者的青睐3.经过调查结果显示大学生都是网购的过程才了解申通快递，这说明申通快递与网购的卖家合作的比较接近，正由于大学生对网购的热爱，是申通宣传自己多了一个途径，并且增加更多的客户群，但也间接说明申通快递在宣传方面做的不够，是自己的申通广告形同虚设。
（二）意见或建议1申通快递可以对潜在的客户进行宣传，从而进一步扩宽自己的消费群体，巩固自己的业务量2可以利用自己在学校网点的特殊性进行别样的宣传，从而吸引更多的潜在群体3加快其货物运输速度，减少收货环节，使其消费者可以更快得到自己的货件。
关键词：申通满意度服务速度Abstract in English1.abstractWith the development of our national economy, the logistics industry competition turned ugly, to logistics enterprise that, improve logistics service level is the inevitable choice of gain competitive advantage, therefore, ShenTong express company to improve logistics service level will have to understand consumer satisfaction degree, so as to improve their enterprise image and logistics service level, broaden the development direction of the industry2.survey objectiveWith the popularity of the net buys college students, more and more of the express company to see business opportunities, began to chose to enter into the new university, points of high school fast food market this pass a big cake.ShenTong express to hold the market dominance of the must understand its enterprise service from on the college students' in the heart of image and status, improve its enterprise logistics level is the inevitable choice of gain competitive advantage, is also ShenT ong express company occupied the means of college market.a、Through the investigation of specific knowledge about college students ShenTong express brand image cognitionb、Understand the huaxi normal university to provide University City express delivery of services satisfactionc、Find out University City express in the service process is whatSome shortaged、Find out the influence of college students University City express company impression of main factorse、Master union college students choose to express company tendency3.Research objects and research contentRespondents:All the Guiyang Huaxi University City studentsPlace:Guiyang Huaxi university city each big university dormitoryTime:2014.5.5-2014.6.5Content:a、Investigation of the specific conditions of the objectb、To express the current usage of the college studentsc、College students' normally use expressd、College students to express use frequencye、College students' current situation of ShenTong express and understoodf、College students use ShenTong express frequencyg、College students ShenTong to express understandingh、College students ShenTong express to the service satisfaction4.Survey research methodsAccording to the recovery of questionnaire, carried on the questionnaire coding, and collect data, and then using comprehensive index analysis method to the analysis of the data5.The implementation of the survey resultsConclusion:a、After the results of the survey shows that there is close to ninety percent of college students used ShenT ong express delivery, it shows that ShenTong express has broad market, there are also some potential customersb、After the results show that the college students ShenTong use because the prompt speed attract consumer get consumer's favorc、After the results show that the students are the process of e-commerce to know ShenTong express, it shows that ShenTong express and the seller of the net buys cooperation closer, and because of the college students' net buys love, is ShenTong propaganda himself a way, and add more customer base, but also indirectly explain ShenTong express in promotional aspects of not doing enough, is his ShenTong advertising eroded.Opinions or Suggestions:a、ShenTong express to potential customers can propaganda, thus further widen their consumer groups to consolidate their portfoliob、Can use their school for the particularity of the network in other propaganda, and attractmore potential groupc、Speed up its cargo transportation speed, reducing receiving links, so that the consumers can get a faster goods调查背景20世纪80年代，快递产业进入中国，中国快递企业迅速增加，业务范围不断扩大。