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随着我国电力体制改革的进行,原有电力行业的自然垄断格局被逐渐打破,电力行业即将形成竞争性的市场,提升客户满意度是提升供电企业竞争力的关键,其营销方式已开始向以客户满意为核心理念的服务营销方式转变。文章介绍供电企业提升客户满意度的背景、客户满意度的测评方式及内容,最后根据测评内容提出提升客户满意度的针对性措施。
With the reform of power system in our country, the natural monopoly of the original power industry is gradually broken down and the power industry is about to form a competitive market. Improving customer satisfaction is the key to enhancing the competitiveness of power supply enterprises. Customer satisfaction as the core concept of service marketing changes. This article introduces the background of the power supply enterprises to enhance customer satisfaction, the evaluation methods and content of customer satisfaction, and finally put forward targeted measures to enhance customer satisfaction based on the evaluation content.