The Investigation And Evaluation Research Of Customer Satisfaction About North China Power Grid

After the electricity reforming, the power company has entered a very competitive market, the benefit becomes a prerequisite for business survival and the source of its development, excellent service can promote product sales, thus increase the benefit of enterprises.So the establishment of customer-centric marketing mechanism, seting the customer satisfaction at the core of marketing concepts, doing well the work for customer satisfaction and continuing carring out the quality evaluation of power supply service have important practical significance,such as enhancing the power supply service quality management, discovering the weak links in supply service, taking targeted improvements, improving service capacity, meeting customer demand and the sustainable development of the power companies.This paper takes the domestic and international research and application of customer satisfaction as the starting point. First of all, comparative analysis of the foreign the features of international customer satisfaction index model, analysis suitable customer satisfaction index model for China; And then, it uses the questionnaire to survey customer satisfaction, establishes the North China Power customer satisfaction index model, research results on the quality of perception, image perception, loyalty and other analysis, proposes a cycle progression process which bases on customer satisfaction in North China Power Grid Dynamic Power customer satisfaction survey. In combination with satisfaction status, it constructs a set of index system which reflects the customer satisfaction of North China Power Grid uses FAPH method do quantitative and qualitative analysis to the uncertainty of customer satisfaction factors and proposes measures to improve the quality of power customer service. Empirical studies show that five closed-loop control processes of power customer satisfaction survey and measures of improving customer service quality are feasible and have important application value and practical significance.