供电企业客户满意度分析  

Customer Satisfaction Analysis of Power Supply Enterprise

作　　者：徐科[1] 刘丽霞[2] 刘树勇[2] 梁文举[3] 王皓宇 刘洪[5] 

机构地区：[1]国网天津市电力公司,天津300010 [2]国网天津市电力公司经济技术研究院,天津300171 [3]国网重庆市电力公司经济技术研究院,重庆400015 [4]国网重庆电力公司,重庆400015 [5]智能电网教育部重点实验室(天津大学),天津300072

出　　处：《电力系统及其自动化学报》2017年第6期70-77,共8页Proceedings of the CSU-EPSA

基　　金：国网天津市电力公司科技资助项目(世界一流城市供电网关键指标体系及评价方法深化研究)

摘　　要：针对供电企业提升客户满意度的迫切需求,在指标分析、目标制定与措施等方面提出了系统解决方案。首先,阐述了客户满意度的本质内涵,建立了供电企业客户满意度模型,并利用模糊综合评价方法对定量和定性的客户满意度指标进行评价,给出求解客户满意度得分的方法;其次,分析了供电企业客户满意度的得分范围,得出了使供电企业的综合效益达到最大的客户满意度得分;最后,分析了电力客户满意度与电网其他关键指标的联系,提出了利用客户满意度推进电网发展的措施。Considering the urgent demand of the improvement of customer satisfaction from power supply enterprises, systematic solutions are put forward from aspects including index analysis, objective formulation and measures. At first, the essence of customer satisfaction is described, and a customer satisfaction model for power supply enterprises is established. A fuzzy comprehensive evaluation method is used to evaluate the quantitative and qualitative customer satisfaction indexes, and the method of obtaining customer satisfaction scores is given. Furthermore, the score ranges of customer satisfaction are analyzed, and the score of customer satisfaction that maximizes the comprehensive benefit of power supply enterprises is determined. Finally, the relationship between customer satisfaction and other key indexes of power grid is analyzed, and the measures using customer satisfaction to promote the development of power grid are put forward.

关 键 词：客户满意度 指标 企业综合效益 模糊评价 

分 类 号：TM715[电气工程—电力系统及自动化]