Research On The Customer Satisfaction Evaluation And Improvement Of Power Supply Company In Q City

Since the reform and opening up,China’s electric power industry has been in the traditional monopoly position for a long time.This kind of active position in the market leads to the power supply enterprises only focus on the power supply and grid construction,but seldom worry about customer satisfaction,and the problems of lack of service awareness and low service level become increasingly prominent.With the deepening of the transformation year by year,the key tasks in different periods have also changed,and the power supply company has gradually changed from the monopolistic industry in the early stage to the service industry.Under the market economy system,in the open electricity market competition,electricity customers have more and more choices and more sense of gap compared with other industries.The overall buyer’s market also has an exponential increase year by year in the demand for power service level and power quality provided by the State Grid Company.Customer satisfaction has become a highly valued enterprise development factor of the State Grid Company in the past ten years.In order to explore the problems encountered by power supply enterprises in providing power supply services,as well as the different factors influencing the customer satisfaction of power supply companies,this paper studied and sorted out the content of domestic and foreign customer satisfaction studies,and thought from the perspectives of perceived value,brand image,perceived quality,customer loyalty,customer satisfaction and customer expectation according to the CCSI model.Establish the customer satisfaction evaluation index system of power supply company in Q City.Based on the marketing status of the power supply company in Q City,a questionnaire survey was carried out on customer satisfaction.Based on the survey results,various services of the power supply company in Q City were evaluated from six aspects including power supply quality,business management,complaint management,electricity charge management,consulting services and corporate image,as well as 18 indicators.According to the evaluation results,the real management level of the power supply service of the power supply company in Q City is determined,and the causes of the current situation of the power supply service of the power supply company in Q City are analyzed,and finally the improvement strategy of the marketing service of the power supply company in Q City is proposed.Through the research,it is found that the current problems affecting the satisfaction of power supply in Q City mainly focus on the low quality of power supply in rural areas,the low level of complaint management,and the low level of staff service.In view of the above problems,this paper proposes to speed up the construction of power grid and guarantee the quality of customer electricity consumption;Reduce power outage time and improve customer experience;Reduce user costs and promote information sharing;Service awareness,improve the complaint management mechanism and optimize human resources,to solve the problem of personnel shortage and other targeted suggestions.The research results of this paper can help the power supply company in Q City better understand the key points of customer service,promote the power supply company in Q City to optimize the key links of power supply service,find out the service pain points and difficulties,improve the management system and mechanism of customer service process,ensure that customers get high quality service,provide ideas for the power supply company to improve the core competitiveness,and achieve a win-win situation for the power supply company and customers.