Research On The Strategy Of Enhancing Customer Satisfaction In Power Grid Company

With the reform of the power industry system,the marketization of power has continued to deepen,gradually showing the marketization characteristics of power supply and power services.From the monopoly of the previous monopoly,to the separation of the factory network,and now gradually open to the electricity sales market,it is only a matter of time before the full realization of the electricity marketization transaction.Power supply companies want to remain competitive in society and stand out in a hundred schools of thought.First of all,we must adapt to the development trend of the times,and constantly improve ourselves to optimize and improve our products and services to meet the needs of the majority of electricity customers.Second,the power supply enterprise should adjust the company's future development plan and change the old concept,not only to ensure the quality of power supply,but also the stability of power supply.In addition,we must work hard on power-supply services such as power supply security and customer service levels.Continuously learn from other customers' services,customers are God,customers are satisfied,and the company can develop steadily and continuously.Therefore,we need to start from the customer's needs,through the research of customers,understand their own advantages and disadvantages,learn from each other's strengths,and improve customers.Satisfaction,increase the income of the company.Customer satisfaction is an evaluation made by a customer after using the company's products and enjoying the services provided by the company.It is an important criterion for verifying whether the user is satisfied with the company's products or services.Customer satisfaction is subjective,hierarchical,relative and staged,so there are many factors that affect customer satisfaction.It is important to establish a model of the evaluation system that is fully consistent with the actual situation of the enterprise.This paper first introduces China's electricity marketization process,as well as the relevant theory of customer satisfaction and the research status and satisfaction index model at home and abroad.Then,Guangzhou Power Supply Company was selected as theresearch object,and different types of enterprises in various districts of Guangzhou were investigated through telephone consultation and online questionnaire.This survey designed a three-tier questionnaire index system,using weighted calculation to establish a satisfaction assessment model in line with Guangzhou Power Supply Company,from the six dimensions of power outage processing,voltage quality,power supply security,power consumption,meter reading fees,and service channels.The acquired data is analyzed.Compare the results of various districts in Guangzhou and different years to find out the advantages and disadvantages of Guangzhou Power Supply Company,and propose suggestions for improvement measures and service optimization.It has pointed out the direction and provided relevant theoretical support for the future development of power supply enterprises in Guangzhou.