Study On The Evaluation Of Yd Heat Supply Service Satisfaction And Its Promotion Countermeasures

In recent years,with the deepening of the national heating industry reform,the level of centralized heating has been gradually improved,but there are still problems in such areas as rough heating and heating services that cannot meet the needs of the public.Therefore,understanding customers’ needs,improving service satisfaction in centralized heating industry,providing quality and satisfactory services,improving workflow,ensuring effective combination of centralized heating and customer satisfaction,and solving corresponding problems and conflicts such as heating supply and service are the ultimate goals that heat companies always want to achieve.In this paper,firstly,based on the theory of customer conceded value,consumer surplus theory and as the theoretical basis,based on the American ACSI index model of customer satisfaction,YD Thermoelectric Group Co.,Ltd,as the research object,construct the heating service customer satisfaction evaluation index system through literature method and Delphi method,determine the weight of each index based on AHP hierarchical analysis method,and evaluate the heating service customer satisfaction,and then Then,we analyze the problems of customer satisfaction of heating service of YD thermoelectric group,and find that from 2018 to 2022,the values of quality perception,customer expectation,value perception and overall satisfaction evaluation indicators of customer satisfaction of heating service of YD thermoelectric group are fluctuating,and the satisfaction score in five years has been at "After analysis,the reasons for the problems include:unscientific design of the pipe network,which affects the stability and safety of heat supply,insufficient accuracy of the billing model,which affects the customer’s recognition of the price,unreasonable composition of personnel,and poor customer service perception experience.Finally,in terms of quality perception,the main objective is to improve the operation and management of facilities and equipment and technical measures to improve the quality of heat supply;in terms of value perception,the main objective is to establish a harmonious customer relationship and improve the construction of heat supply marketing network;in terms of customer expectations,the main objective is to strengthen marketing and after-sales service and establish customer complaints.In terms of customer expectation,the main objective is to strengthen marketing and after-sales service and establish a customer complaint management system.Finally,the guarantee measures and performance evaluation of YD Thermoelectric Group’s customer satisfaction improvement measures are proposed.