The Research On Customer Satisfaction Evaluation In End-to-End Process Of FuJian Power Company Limited

With the rapid economic development after China’s reform and opening-up, Customers have an even higher expectation on the power service level, and customers are becoming a part of the service. This research selected Fujian Power Company limited, which has launched customer satisfaction investigation since2002, and the customer satisfaction keeps between71to73points, comparing other international utilities business firm, there is still big room to improve. Fujian Power found that the customer had a higher satisfaction to the marketing service people than the back office service people. The low satisfaction of back office people reflects that the customer’s requirements do not being passed to the end office departments efficiently. And most of the issues were not resolved but pending at the marketing service departments.Therefore, this research is from the end-to-end process perspective, and evaluates from the external customer to the internal customer, and setup a systematic evaluation solution. Starting from the process design, setup a quantitative, easy-executable customer satisfaction evaluation methodology. Following up the PDCA cycle, innovated a "3phases,9steps" methodology. This research chosen a typical service domain of M Power Company’s suspend&repair business as pilot with the "3phases,9steps" methodology. This solution helped M Power Company improve the issues tracking ability and customer satisfaction level. Furthermore, the pilot of M helped refine the solution.The pilot of M verified the solution, and the design documents in this paper can be referred by other power companies; the pilot’s working documents can be templates for other power companies; meanwhile, Nanping Power Company’s policy of the pilot can be referred by other city power companies and province power companies.