Research On Customer Satisfaction Of State Grid Corporation Based On Customer Value

With the development of social and economic prosperity,the level of per capital income has been greatly improved,and at the same time,the choices that customers face in the market consumption are more and more varied.With the continuous accumulation of consumer experience and the formation of scientific consumption concept,For products and services,customers have higher demands,"customer is God" is the eternal law.For the national economy and people's livelihood of the power enterprises are also so.Customer satisfaction refers to the reflection of the gap between the customer's inner expectation and the actual feeling in the process of consuming service or product.The quality of products and services can improve customer satisfaction,develop new customers on the basis of maintaining old customer groups,enhance the market share of products,and further realize the effective development of enterprises.From the customer's point of view,referring to the theory of customer value,this paper discusses the process of customer value generation,and clarifies the relevant factors in the process of customer satisfaction promotion.By consulting the literature,focus group interviews and in-depth interviews,we have a clear understanding of the related factors of customer satisfaction,and determine the evaluation index of customer satisfaction.Then the weight of each index is calculated to find out the customer value index which has a great impact on customer satisfaction of China Internet Company.The third level index system of customer satisfaction evaluation is designed based on the analysis of these indexes.Index system content The product value,image value,personnel value,service value,manual cost,time cost,monetary cost and spiritual cost are classified into 20 three level indexes.This paper applies the designed customer satisfaction evaluation index system to customer satisfaction evaluation,from which we can understand the detailed situation of customer satisfaction under each index,analyze the existing problems,and combine with the theory of customer value.Provide feasible solutions for customer satisfaction improvement of state grid.Through the mathematical analysis of the key indicators,five ways to improve customer satisfaction are obtained: to enhance the reliability of power supply,to improve the quality of fault repair,to improve the personnel structure,to achieve employee satisfaction,to optimize the design of business process,and to enhance work efficiency.Ensure safety in production.