基于客户诉求分析的供电服务满意度管理体系研究  

Power Supply Service Satisfaction Management System Based on Customer Appeal

作　　者：杨震 汤锦元 方成 黄颖 陈明路 严欣 姚昕辰 Yang Zhen

机构地区：[1]国网浙江省电力有限公司金华供电公司,浙江金华321000 [2]国网浙江兰溪市供电有限公司,浙江兰溪321100

出　　处：《工业控制计算机》2020年第7期131-132,共2页Industrial Control Computer

摘　　要：通过对客户诉求的有效利用和深入分析,构建了一套供电服务满意度管理体系,实现对工单业务、客户行为进行准确细分,提升公司客户服务需求响应能力,推动公司供电服务能力和服务水平的全面提升。Through the effective use and in-depth analysis of customer demands,a set of power supply service satisfaction management system is constructed to accurately segment the work order business and customer behavior,improve the company's customer service demand response capabilities,and promote the company comprehensive improvement of power supply service capacity and service level.

关 键 词：客户诉求 工单 供电服务 全流程满意度 

分 类 号：F426.61[经济管理—产业经济] F274