Research On Customer Satisfaction Evaluation Of YN Natural Gas Company

After the goal of "carbon peaking and carbon neutralization" is put forward,stable and flexible low-carbon fossil energy natural gas has become an important transitional energy for building a clean,low-carbon,safe and efficient new energy system and realizing the goal of "carbon peaking and carbon neutralization",facing unprecedented development opportunities.With the deepening of the market-oriented reform of China’s natural gas industry,it is bound to intensify the competition in the natural gas market and challenge the adaptability of urban gas enterprises,which have long been dominated by franchising and monopolized.If natural gas enterprises want to get the first opportunity,attract customers and seize the market before the full marketization of the industry,it is imperative to carry out the evaluation of customer satisfaction index and explore measures to satisfy customers.Taking YN natural gas company as an example,this paper intervenes in the evaluation of customer satisfaction index in monopoly industry,and tries to find a new way for franchising monopoly enterprises to evaluate customer satisfaction index.Firstly,through the literature method,I master the customer satisfaction index evaluation theory and a variety of satisfaction index evaluation methods at home and abroad.Then,referring to China’s CCSI model,combined with the characteristics of the company’s monopoly operation,and on the basis of soliciting the opinions of industry experts,the two structural variables of expected quality and customer loyalty in the model are removed,the customer satisfaction index model and customer satisfaction index system of YN natural gas company are established,and each index is weighted by the arithmetic average of the results calculated by Delphi method and entropy method;Then,the customer feedback information is obtained through the closed-end questionnaire survey.On the basis of passing the reliability and validity test,the customer satisfaction index of the enterprise is calculated;Finally,find the gap according to the customer satisfaction index,and put forward targeted improvement measures,which were adopted by the leaders of the company.The successful application of enterprise customer satisfaction index evaluation theory in YN natural gas company has found a new way for similar monopoly enterprises to evaluate customer satisfaction index and strengthen customer relationship management,which has certain popularization and application value.Since it is only successfully implemented in this enterprise,whether the customer satisfaction index model and customer satisfaction index system established in this paper are perfect needs to be further verified and improved in other similar companies.