Build The Generation Side-Oriented Customer Satisfaction Assessment System In Hunan Electric Power Market And Its Implementation

At present,China's electric power industry compose of a special supply chain including power generation,transmission,distribution and consumption,each level is independent but coordinated with each other as well.Since the separation of power generation from transmission system in 2002,State Grid and power generation company has grown into two independent stakeholder.As the conflicting interests of these two parties developed,future construction and development of power industry is also critically impacted.Therefore establishing generation side-oriented customer satisfaction assessment system is an inevitable choice to the reform and development of electric power industry.This article utilized marketing theory,with establishing customer satisfaction assessment system as principle purpose.We recognized generation company as State Grid Company's potential customer and developed and realized the practical assessment system based on the grid operators' interest.The article aimed to provide support and guidance for State Grid enterprises to build the customer satisfaction assessment system.The author combined the operation feature shown in power industry production to analyze the definition and functionality of the customer satisfaction assessment system and why State Grid Company is the entity to realize it.Then the author designed a set of questionnaire according to generation company's actual performance in Hunan province,sent out to 200 generation entities to collect information,and received valid response to analyze and summarize.Finally,the article ended up in conclusion of raising awareness to provide service,strengthening the devotion to serve,and standardizing service process for power grid enterprise through the research.This assessment system can not only search coordination mechanism to balance between grid and power plant for power grid enterprise of Hunan province,but also serve as a model that other power grid operation company can look for experience from.Furthermore the author is looking forward to see this system promoting the power industry's robust growth.