Research On Customer Satisfaction Promotion Strategy Of NA Power Supply Station

Under the condition of market economy,it is the consensus of all service-oriented enterprises to focus on customers and emphasize high-quality service.As an important part of social service industry,the essence of power supply enterprises is to provide customers with stable power and high-quality services.Because the power industry has been in a monopoly position for a long time,the power supply enterprises and customers are not equal,so the quality and service of power supply are often ignored.In recent years,power supply companies are facing unprecedented challenges as the state liberalizes the electricity market and constantly introduces competition mechanism.In this context,power supply enterprises also began to pay attention to the quality of power supply and customer service.Only by providing safe,reliable and stable power and ensuring customer satisfaction,can they continue to develop in the power market,so that enterprises and users can achieve win-win results.Therefore,how to effectively improve customer satisfaction of power supply enterprises has become a new topic.At present,the research on customer satisfaction evaluation has gradually matured,forming many customer satisfaction evaluation models and gradually applied to power supply companies.This paper takes the NA power supply station as the research object,understands the current situation of customer service and satisfaction,analyzes the existing problems of the NA power supply,studies the influencing factors of customer service satisfaction,and puts forward the promotion strategy of customer satisfaction.First of all,it combs the related theories of customer satisfaction,and introduces five classical models of customer satisfaction evaluation in detail.According to the European customer satisfaction(ECSI)model,this paper designs the customer satisfaction index model and related questionnaire for the NA power supply through understanding the business content and service status of the NA power supply station.And conduct investigation,analysis and summary in the NA jurisdiction.This paper studies the current situation and reasons of customer satisfaction in the NA power supply station from theoretical analysis and practical investigation.Learn from previous customer satisfaction theory and model research experience,and strive to integrate theory with practice.The NA power supply station customer satisfaction promotion strategies include strengthening internal organization and team building,improving power supply quality and customer service level,improving corporate image and social recognition.The purpose of this paper is to improve the customer satisfaction of the NA power supply station,improve the management level and economic benefits of the power supply station,improve the comprehensive evaluation of customer satisfaction,and also hope to provide reference for other power supply stations to improve customer satisfaction.