Investigation On Customer Satisfaction Improvement Strategy Of X Power Supply Bureau

With the advancement of China’s electric power system reform process,the government will gradually open the electricity sale market,allowing qualified private enterprises to carry out the electricity sale business,and no longer monopolizing the electricity sale market by the power supply bureau.In this form,the power supply bureau is faced with market competition.In recent years,the power supply bureau keeps improving the power supply service level and power quality,and actively carries out technology and management innovation.Therefore,the power supply service hotline95598 has been opened,and a diversified payment and registration platform has been set up,which has achieved remarkable results in improving the power supply service work.However,due to the monopoly behavior of the electricity sale market,there are still many unsatisfactory places in the work of power supply enterprises.Some employees of the power supply bureau have weak service awareness and need to improve their business quality,which leads to all kinds of complaints from electricity customers.On the one hand,customer satisfaction can most directly reflect the results achieved by the reform of the Power Supply Bureau.On the other hand,it is of great significance to strengthen the management of power supply service,improve the quality of power supply service and electric energy,and then establish a good and sustainable service relationship with electricity customers.Therefore,in order to make the power supply bureau really understand the evaluation of electricity customers,it is necessary to carry out the research on the satisfaction of electricity customers.With X power supply bureau as the research object,this paper carries on the summary,based on the literature research to find a research model of customer satisfaction,and customer satisfaction in the field of academic dynamic has carried on the summary and the summary,by using the existing customer satisfaction model to influence customer satisfaction of hidden variables are split,break it down for observable variables,using observations show variable factors to set up the questionnaire,through the questionnaire in the form of the original data,then using the structural equation model to analyze the questionnaire data,obtains the customer satisfaction model of relationship between the implicit variables,variables and customer satisfaction,And the current situation of customer satisfaction of X Power Supply Bureau was analyzed.Then the factors affecting customer satisfaction data importance-performance analysis of the data on the performance of importance-various factors four quadrant,achieve the importance of the different factors and satisfaction,again through the repair order sampling,collecting and organizing method of electricity customer comments product quality,service quality,corporate image problems.Finally,through the analysis of its own advantages and current problems,this paper draws the strategy of strengthening network data construction,implementing personnel service level promotion mechanism,implementing customer segmentation management mechanism and other strategies,and puts forward specific implementation methods,in order to achieve the purpose of improving customer satisfaction.The analysis methods and strategies to improve customer satisfaction proposed in this paper can provide beneficial reference value for customer satisfaction of power supply enterprises.