Sinopec Yinke - Customer Satisfaction Survey
Company overview
Sinopec Yinke Information Technology Co., Ltd. (referred to as "Sinopec Yinke") was established in 2002 as a joint venture between Sinopec Corporation and PCCW Telecommunications (Hong Kong) Enterprise Resource Limited. The company has a registered capital of RMB 500 million. Its shareholders include Sinopec, PCCW, and Zunheng Technology. As a leading provider of information technology solutions for the energy and chemical industry, Sinopec Yinke is headquartered in Beijing and maintains branches in Shanghai, Guangzhou, Nanjing, Xi'an, Wuhan, Shenyang, and Hong Kong. The company leverages its extensive experience in energy and chemical industry informatization to deliver end-to-end, full-cycle solutions and products covering consulting, design, R&D, delivery, and operations.
Research background
With the rapid expansion of its business and the diversification of its customer base, the market environment and service demands faced by Sinopec Yinke are continuously evolving. To comprehensively understand customers' authentic evaluations of the company's products and services, identify potential issues and areas for improvement, and enhance customer satisfaction and loyalty, thereby strengthening competitive positioning, Sinopec Yinke commissioned CEIDEA Research in December 2023 to conduct a systematic customer satisfaction study. The study aims to provide scientific data support for the optimization of future service strategies and customer relationship management.
Research scope
This study employs a combination of in-depth interviews and questionnaire surveys, targeting key clients across Sinopec Yinke's nationwide operations. The research focuses on clients' satisfaction with various stages of the service process, including pre-sales support, project delivery, technical maintenance, and post-sales services. It systematically collects feedback on product functionality, service responsiveness, delivery efficiency, and communication experience. Through a blend of quantitative scoring and qualitative recommendations, the study aims to uncover actual customer needs and pain points, and analyze the key drivers behind fluctuations in satisfaction levels.
Expected outcomes
This research will provide Sinopec Yinke with a comprehensive and detailed customer satisfaction analysis report, enabling the company to clearly identify strengths and weaknesses across various service stages and accurately pinpoint critical process nodes requiring optimization. The findings will serve as scientific basis for the company's future product enhancement, service mechanism improvements, and overall customer experience elevation. This will contribute to building a more efficient, customer-centric service system, strengthening customer retention and market reputation, and supporting sustained and stable growth in a fiercely competitive industry environment.
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