Evaluation Model Of Power Customer Satisfaction Based On Mega Marketing

In March 2015,"Numerous opinions on the further deepening of the power system" were introduced,which requiring the power industry to deepen the reform of the system.Among them,the ninth text proposed to restore the power of goods attributes,build a market of electricity market,which to some extent will be the State Grid Corporation and its subsidiaries constitute a certain impact.Through analysis,the future of the electricity market must be "market-oriented,customer-centric",and to increase customer satisfaction is an important means to achieve "customer-centric" goals.Ningbo power company is one of the important link between the State Grid Corporation and customer relationship,the Ningbo power company must give attention to this work,that how to improve customer satisfaction,to improve electricity market share,to increase sales of electricity.Although the study of numerous customer satisfaction,but because of the power companies' special nature,and there is no electricity-depth study of customer satisfaction.Even though there are some areas of the electricity customer satisfaction model,but due to the presence across regions have big difference,customer service also has big difference.Only applies to the local power customer satisfaction evaluation model can truly serve the local power company and to help improve customer satisfaction and increase market share.Based on the years' experience of customer service work in Ningbo Power Supply Company and the theoretical basis of customer satisfaction,this paper explores the application of customer satisfaction model in the evaluation of power customer satisfaction.The whole paper can be divided into five parts,a s follows:Firstly,on the research background,significance are described and summarized the research results in terms of customer satisfaction model,proposed the research framework and research ideas.Secondly,overview the basic theory of customer satisfaction,respectively from the definition of customer satisfaction,theory development process and an overview of commonly used theoretical models,and briefly analyzed factors and customer satisfaction.Then,make Ningbo power companies as example,analysis of the current of the power company's customer satisfaction,and analysis customer complaints in-depth,including statistical analysis,and conpare to excellent enterprise standard management practices,carried out a gap analysis.Then,with balanced scorecard as the theoretical basis,constructed power customer satisfaction evaluation system under the "Big Marketing",and network AHP and fuzzy comprehensive evaluation methodas the theoretical basis,constructed electricity customer satisfaction evaluation model and design a comprehensive evaluation process.Finally,make clients of the power company under the Ningbo county power company for the study,conducted by collecting standardized data,and basic data,combined with the weights calculated results,make the electricity customer satisfaction comprehensive evaluation,while making deviation analysis of the evaluation results,and propose some improvement measures.