Research On Strategy Of Improving Major Customer Service Satisfaction Of Zhangzhou Power Supply Company

Electricity is the foundation of national economy.Major customers of power supply companies play a leading role in the electricity sales of power supply companies.In recent years,due to the continuous deepening of the national power system reform and power selling side reform,power supply enterprises need to seize the market,improve the market share and have more major customers to ensure economic benefits.Therefore,the service quality must be improved according to the needs of key customers,so as to improve the satisfaction of key customer service.The service satisfaction of key customers affects their intention to purchase electricity and has a far-reaching impact on the survival of power supply enterprises.In this paper,through in-depth analysis and elaboration of customer satisfaction,service quality evaluation,customer satisfaction index model and other related theories,combined with the reality of power supply enterprises,established the power supply company customer satisfaction index evaluation system.Through the questionnaire survey of the service satisfaction of major customers of the power supply company and the field survey of visiting customers,the importance degree and specific satisfaction status of the evaluation indexes of the service satisfaction of major customers are obtained,and the opinions and Suggestions of major customers on the power supply company are collected.Through empirical research,the survey results show that zhangzhou power supply company's major customer demand and service deficiencies,such as marketing,services,power products and business processes are inadequate,can not meet the high standards of major customer service.Combined with the actual situation of power supply company in zhangzhou big customer service,targeted related big customer satisfaction strategy is put forward,such as improving the quality of electric energy,optimizing electricity packages,streamline business processes,and strengthen the complaint management,corporate image promotion,etc.,and at a certain institutionalreform measures and guarantee mechanism to implement performance appraisal,the practice has a certain guiding significance.