摘要:快递行业是一个朝阳产业，随着我国经济的快速发展、网络平台的不断完善以及电子商务的广泛应用，快递公司在国民生活中的重要性越来越凸显。但是我们在看到快递行业光明发展前景的同时，还要密切关注快递业发展当中所产生的种种问题。面对国外知名快递公司成熟的管理，我国的快递公司所面临的竞争必然是激烈而残酷的。提升快递企业客户服务质量能够使顾客对快递公司形成良好的印象，培养一批忠实的客户，树立良好的企业形象，使快递公司在激烈的市场竞争中占得先机。本课题在已有文献的基础上，编写快递公司客户服务问卷调查表，以无锡市快递消费者为调查对象，对快递消费顾客进行调查问卷分析，探究顾客对快递公司的服务的满意程度，以此探索出现在民营快递行业中存在的问题。根据调查结果分析并制定民营快递企业的服务改进策略，使快递企业能够健康快速成长，为顾客提供更令人满意的服务。

关键词：民营快递公司；客户服务；策略研究

Abstract:Express industries is a sunrise industry. As the rapid development of the economy, express companies increasingly highlight its importance in national life, accompanying with the constant improvement of the network platform and the wide application of e-commerce. Not only should we see bright prospects of the express industry, but also pay close attention to the problems arising in the express industry. Facing with the mature management experience of multinational express corporations, the competition the domestic companies are facing must be fierce and cruel. Enhancing the customer service quality of express companies makes for customers' good impressions on the companies, cultivating a group of loyal customers, establishing good corporate images, which stand the companies in good stead in the fierce market competition. Basing on the existing literature, questionnaires on the customer service of express companies, taking customer in Wuxi city as investigation targets, are also involvement in this thesis, in order to work out the customer service satisfaction on the express companies via analyzing the questionnaires, then identify the existing problems in the industry. The following step is that analyzing the results of the survey and then developing improvement strategies to contribute in the healthy and rapid growth of the express industry and providing customers with satisfactory service.

Keywords: Private Courier company; customer service; strategy research