Abstract: Based on the requirement of ISO/DIS9000 international standard,the customer satisfaction of numerically controlled (NC) machine tool was studied.Considering the peculiar conditions of domestic manufacturers of NC machine tools,the customer satisfaction evaluating system was set up for the first time to analyze the data quantitatively,quantifying the customer psychological state towards satisfaction.The hierarchy analysis process was applied to determine the weight of each assessment index,fuzzy comprehensive evaluation method was used to process the customer satisfaction index of NC machine tool.For a certain type of machine tool,the deficiency was revealed through the calculation of customer satisfaction index,therefore,charting the course for improving the product and service quality of NC machine tools.

Key words: numerically controlled machine tool, customer satisfaction index, hierarchy analysis process, fuzzy comprehensive evaluation