Research On Improvement Strategy Of Key Customer Service Quality Satisfaction Of XY Power Supply Company

The power industry is an important basic industry related to the national economy and people’s livelihood.For power supply companies,large customers are not only closely related to corporate profits and reputation,but also have an important impact on regional economic development and social stability.Under the dual background of the further advancement of the power system reform and the strategic decision-making of "carbon peak" and "carbon neutrality",how electric power companies can improve service quality and thereby increase customer satisfaction has become a problem that must be considered.This article takes XY power supply company as a typical case,combs and refers to the development and evolution of power enterprise customer satisfaction,and takes the service quality model(SERVQUAL)as the theoretical basis,from the five aspects of tangibility,reliability,responsiveness,assurance,and shifting situations.In all respects,an index system for evaluating service quality satisfaction with major customers has been established.Combined with the first-hand data of XY Power Supply Company,the key customer service quality satisfaction index was calculated using the fuzzy comprehensive evaluation method.The result showed that the company’s key customer service quality satisfaction is between average and good,and there is still a lot of room for improvement.The problem is reflected in the three aspects of reliability,responsiveness and empathy.In response to the problems reflected in the evaluation results,this article proposes measures to improve the service quality satisfaction of XY Power Supply Company’s major customers,including improving the reliability of major customers’ power supply,strengthening the management of major customers’ electricity bills,improving the service level of major customer fault repairs,and improving usage.Telegram installation and business change services,and promotion of major customer service marketing.Finally,in order to enable the smooth implementation of various measures to improve satisfaction,safeguard measures have also been proposed from three aspects: system,communication,and personnel.The research results of this article can be used to guide the management of key customers of XY Power Supply Company,and it is helpful to improve the satisfaction of key customers’ service quality.At the same time,the research ideas and methods in this article can also provide some references for the service management of other power companies.