Shaoguan Shaorui Heavy Industry - Product Satisfaction and Post-Market Demand Exploration Study
Company overview
Shaoguan Shaorui Heavy Industry Co., Ltd. is a professional mechanical equipment enterprise integrating research and development, processing, manufacturing, sales, and after-sales service. Its main product lines include jaw crushers, cone crushers, impact crushers, vertical impact crushers, hammer crushers, vertical shaft crushers, ball mills, spiral classifiers, vibrating screens, feeders, and belt conveyors. In 2013, the company completed a share acquisition with Sandvik Mining Equipment, a globally renowned brand in the mining and construction industries based in Finland, establishing a new joint venture, marking a significant step forward for Shaorui in terms of internationalization and technological advancement
Research background
As competition intensifies in the mining and construction equipment sector, the after-market has become a critical avenue for enterprises to generate sustained revenue and enhance customer loyalty. However, Shaorui Heavy Industry has shown relatively sluggish growth in its after-market operations, and there remains an urgent need to comprehensively understand customers' authentic experiences and deeper service requirements. Therefore, the company aims to identify weaknesses and improvement opportunities within its after-sales service processes through this research, in order to enhance overall customer satisfaction and market responsiveness.
Research scope
In January 2018, CEIDEA Research was commissioned by Shaoguan Shaorui Heavy Industry to conduct a study on end-users of crushing equipment, employing a combination of telephone interviews and in-depth interviews. The research focused on customers' satisfaction with after-sales services, pain points encountered during service delivery, decision-making criteria for spare part replacements, and suggestions for product and service improvements. By integrating macro-level market conditions and industry trends, a comprehensive analysis was developed to identify the root causes of slow after-market growth and to propose systematic optimization strategies.
Expected outcomes
This study will enable Shaorui Heavy Industry to systematically understand genuine customer feedback and pain points related to product services, identify key issues affecting the customer experience within the after-sales process, and provide data-driven support for optimizing service workflows, improving spare part replacement efficiency, and enhancing overall customer satisfaction. Additionally, the research findings will serve as a scientific basis for the company's product development and strategic refinement of after-sales marketing policies, driving sustainable growth in after-sales operations and deepening customer relationships.
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