Research On Measures To Improve Customer Satisfaction Of Power Supply Service In Hangzhou Company

In the context of the deepening reform of the power market and the increasing demand for electricity services from customers,the power industry is facing new opportunities and challenges.Research on the status quo of power service in Hangzhou will help it to further improve the power supply service system,the power supply service quality and customer satisfaction.This thesis uses the literature research method to sort out the relevant research content on customer relationship management and customer satisfaction at home and abroad.Based on this,combined with relevant documents,this thesis clearly defined the concepts and related connotations of customer satisfaction and service of power supply.Maslow’s theory and Service value chain theory is the basis of this thesis.With interview method and questionnaire survey method,this thesis analyzes the following problems in the current power supply services in Hangzhou: irregular business process operation,defective machanism of customer complaints,high failure rate of power equipment and low work efficiency of service terminals.Primary issues are analyzed based on the problems and the status quo.According to the three principles of goal-oriented,problem-oriented and innovation-driven,using the 4R marketing theory method,this thesis gives corresponding optimization measures,including standardizing business operation procedures,improving the training and assessing system,promoting digital transformation of power supply services,optimizing customer service channels.Finally,this thesis puts forward the guarantee measures of human resources,supervision system,power supply technology and service system to guarantee the implementation of optimized measures.