Study On The Customer Service Satisfaction Of HZ Power Administration

With the domestic monopoly power company gradually broken. Differences inthe quality of service in the power sector are getting smaller and smaller. In order toimprove the company’s competitiveness, the power sector have implementedcustomer relationship management projects.in order to change the " industry-based"marketing strategy to" customer-centric " service strategy. HZ Power Administrationas a public utility enterprises, which are responsible for more than260millioncustomers in Quanzhou supply services and also can directly affect the level of powersupply enterprises as state-owned enterprises and enterprises directly under the centralimage. The customer is an important strategic asset of HZ Power Authority. With theelectricity industry structure and competitive environment having undergone majorchanges, how to effectively manage this important resource has become theimportant content of enhancing the core competitiveness of HZ PowerAdministration.The paper uses the overall level of satisfaction of HZ Power Administration asthe starting point. Through using customer service questionnaires to reveal itscustomer service situation and find the reasons for the current problems.Whileusing the customer satisfaction, customer value and service processes theory, and alsocombining with the way of " six-step three no point" analysis. And we found that thecurrent major problems in HZ power administration are:the current existence of along power outages, power outages and more cumbersome approval procedures, etc.And the major reasons are:1) a lack of coordination of various departments;2) thelack of relevant professionals;3) customer information and customer understanding isnot complete deviation and so on. On this basis, the paper presented the optimizationfrom the " customer demand management "、"service capabilities continuousimprovement " and " full-service management and control capabilities" three aspects.To ensure the effective implementation of the optimization program，the paper proposed " personnel security "、" oversight mechanisms " and " performanceappraisal mechanism" and other safeguards.The paper is divided into six chapters. First, the paper introduces the researchbackground, purpose, meaning, literature review, methodology and frameworkpapers. The second chapter introduces the thesis focuses on customer satisfaction,customer value and process service theory. The third chapter introduces the design ofthe questionnaire survey methods, purpose, the sampling distribution of thequestionnaire and methods of analysis. The fourth chapter describes the HZ PowerAuthority current service management system and analyze the problems identifiedthrough the questionnaire and cause analysis. The fifth chapter on the basis of theprevious chapter presents optimization improvements. The six chapter describes theoptimization process improvement program supporting the implementation ofsafeguards. Finally, we summary the full text.