Analysis On Strategy Of Improving Major Customer Service Satisfaction Of Changsha Power Supply Company

With the continuous promotion of power system reform and environmental protection,the demand for electricity from all walks of life has been growing.At present,China’s supply-side structural reform has made positive progress,and the original profit model and service mode of power supply companies will be profoundly changed in order to comply with economic development.Therefore,it is of practical significance to study the improvement strategy of customer service satisfaction of large customers for the long-term development of power supply companies at this stage.This paper takes Changsha Power Supply Company as the research object.Based on the in-depth study and generalization of domestic and foreign scholars on the management of large customers and customer satisfaction measurement,we analyze the macro environment of Changsha Power Supply Company through literature research method,questionnaire survey method and case study method,combined with PEST analysis.Under the theoretical guidance of the American national satisfaction index measurement model and servqual service quality model,a customer service satisfaction index model of Changsha Power Supply Company was constructed and a questionnaire survey was conducted on customer service satisfaction by using the model.Through the analysis of the questionnaire data,the following conclusions are drawn: the current situation of large customer service satisfaction in Changsha Power Supply Company is not good,focusing on the low scores of large customers’ perceptions of electric products and services and value perceptions,and the corresponding customer complaint handling mechanism is not perfect,which leads to large customers’ complaints.In response to the above survey results,this paper identifies the main problems and reasons for the current large customer service satisfaction of Changsha Power Supply Company.Combining with the improvement plan and using the 7PS service marketing theory as support,it clarifies the strategy of improving the satisfaction of large customer service by combining internal and external improvements and formulates corresponding guarantee measures,so as to help Changsha Power Supply Company build a large customer service satisfaction management system and provide new ideas and practical guidance for the company’s large customer service work.