An Empirical Research On Customer Satisfaction Index Of Power Enterprise

The reform and development of industry of electric power in our country hasentered an important period, have separated the power plant and power grid, and haveachieved to bid for access. Power sales channels will be increased, the choice of powercustomers will be expanded in the opened electricity market. How to achieve andmaintain competitive advantages, win new customers, keep old customer? Accordingto different types customers for different marketing strategy, maintain a long-termstable supply and demand to customers have become the key in this power marketing.The customer satisfaction of power enterprise needs a scientific mode and method.In recent years, in order to improve power supply service, power enterprise madea series of effective measures, which improved the quality of power service,developed the electric power market, and have achieved good economic and socialbenefits. But compared to the developed countries and some domestic developed city,some of mainland enterprise has a large gap among them, the power quality andservice still cannot meet the people’s increasing requirements.This paper firstly discussed the development of our country’s electric powermarket, then introduced the customer satisfaction index model, In order to do theempirical research of some power enterprise, a questionnaire and an extensive surveywere made. Through the data of this survey, some relevant conclusions were drawn.With the analysis of the questionnaire, a CS model of power enterprise based on theBP neural network was established. By using of the MATLAB toolbox, the BP neuralnetwork was trained and tested. The results show that the network model has a highaccuracy on the evaluation of power enterprise’s CS. At last this paper proposed a wayto enhance the customer satisfaction and some advice to improve the management.Through the power supply enterprise customer satisfaction assessment, it’shelpful for the power enterprise to establish good relationship with customers, and toknow the current service level and power level, also to give an inspection tounderstand the market demanding for services, and to find the insufficient in work,which also can improve the power supply enterprise benefit. This paper dedicates toimprove service quality, which also has a realistic significance.