The Research Of The Customer Satisfaction Assessment For The Design Branch Of The Electric Power

As the global competition is increasingly intensified, customer's status in thewhole economic activity system is becoming more and more important. It isnecessary to increase customers' satisfaction to gain more profit for the corporation.To set up the assessment model of customer satisfaction accurately and to adopt thesuitable method to carry on the assessment of customer satisfaction index ,becomethe key operation index of enterprises.As a comparatively special industry in our country, the electricity design industryhas generality compared with domestic other industy on customer satisfactionassessment, meanwhile it has its particularity. Because the present assessment systemadopted is ACSI (American customer satisfaction index), which adopts the averageweight method, but this system can not take the characteristics of the electricitydesign industry into account. According to the characteristic of industry, it'simperative to improve the model and the assessment method of satisfaction index andimprove customer satisfaction index.The paper improves the existing assessment index system by consultingdiversified forms of assessment models at home and abroad and combining theexisting index assessment system through increasing assessment factors firstly,determines different weight factors of the assessment through increasing expertsjudgments, calculates the satisfaction index of each customer through weighted factoraveraging method, utilizes former judgment basis to calculate the overall satisfactionindex of enterprises, and utilizies information entropy to process data further byassessment score, this model sets up scientific assessment system of customersatisfaction according with electricity design industry.Utilizing history data and real-time data to train the expert judgment in thesystem, The model obtains the general rule of profit and satisfaction by utilizinghistory data and real-time data to train the expert judgment system. This model doesnot need weight factors given by statistical experts. It has a procedure to provide theresult automatically according to each expert's score. The longer time the systemoperates, the more accurate the expert system is, and the result is more reasonable.Synthesis judgement method provides the reliable data for making importantadministrative decision and monitoring management level based on the weightedvalue calculated through experts' judgement method and on the overall satisfactioncalculated through program.