Power Customer Satisfaction Research

With the structural reform in electric power developing thoroughly and the strategy of separating electric power plants from electric webs being put into practice step by step, various electric power plants begin to be attached to different energy production companies while Electric Power Test & Research Institute(EPTRI) to the electric webs. Thus, the relation between EPTRI and each electric power plant has changed, which leads to the electric technical service changing from free service in the old time to paid one at present and "planned economy" translating into "market economy". So, it is indispensable for EPTRI, as the provider of electric technical service, to carry on the research about degree of satisfaction from customers.Consulting to correlating outcome of theory and practice and using analytic hierarchy process, this paper aims to establish a model of surveying and evaluating degree of satisfaction from customers from different points, to determine guidelines for surveying and constitute questionaries and investigating manners. Also, this paper uses analytic hierarchy process to estimate matrix and calculate the proportion of each guideline. According to the work in EPTRI during 2006, we investigate the real degree of satisfaction from customers and analyze the exponents, the relation between the cost and degree of satisfaction from customers, such conclusion we have drawn as the relation is positive correlation. Despite this, this paper probes into how to increase the degree of satisfaction from customers in technical service for electric powers from the view of management and execution respectively.