After careful planning and preparation, the group operation center carried out customer satisfaction survey on Shenyang fashion and Nanjing fashion in 2011. This annual customer satisfaction survey is the largest one over the years. This activity is a comprehensive customer return visit, with more than 4000 printed questionnaires, ensuring the coverage of all businesses. In order to effectively collect opinions, the standardization of this survey is reflected in the question design of the satisfaction questionnaire, the unification of the distribution speech, and the specially made suggestion and complaint platform card. In order to better implement the purpose of the investigation, the three personnel selected by the group are responsible for the implementation of the investigation. Meanwhile, all departments of the branch company actively cooperate with the investigation.

Through one week's questionnaire distribution and recycling, the members of the survey team visited thousands of business households in the two places. Through communication and answer, the business households' awareness of participation in the survey was deepened. And found a lot of on-site opinions and suggestions in time. Through patient and meticulous work, the members of the investigation team sorted out and reported the opinions and suggestions on site. It is beneficial for local managers to solve the problem in time. In particular, through this activity, the investigation team promoted the group's suggestion and complaint platform to all business households, and through thousands of explanations and communications, the business households understood the three channels of communication with the group headquarters. The printed cards are retained by business owners and serve as an effective supervision mechanism in daily operation. Through these works, the mutual understanding between business owners and group headquarters has been deepened, and the on-site management of Nanjing fashion and Shenyang fashion has been promoted.

The annual customer satisfaction survey return visit is an effective mechanism for the group to promote customer relationship management and enhance mutual trust between customers and management team. The 2011 customer satisfaction survey will be more conducive to the management of the group to grasp the true reflection of the business owners and provide a more effective basis for the promotion of the work in the next year because of the wide coverage and the enhanced depth.

Nanjing station: members of the investigation team are doing basic work for the investigation, sorting out questionnaires and binding materials. This is how thousands of questionnaires are bound. The colleagues of Nanjing branch actively supported the investigation and provided efficient guarantee.

The survey was started in three ways. Xie Yunqing, Guo Qi and Lin Lijun from Guangzhou started to distribute questionnaires, explain activities and communicate opinions to business households. Nearly 1000 questionnaires were not only simply distributed, but also accompanied by detailed explanation and communication. One day, all the colleagues involved in the survey were hoarse, and they continued to visit with flat shoes. The most extensive customer survey was a huge test in terms of physical strength and energy.

Shenyang station: the task of investigation and visit for more than 3000 customers, because the preparation is quite sufficient in the early stage, and the development is also efficient and orderly. Shenyang's human resources colleagues also participated in the survey, assisting the survey team to collect the questionnaire.