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有效的客户满意度调查分析是供电企业在市场竞争中获胜的重要前提。如何利用先进、实用的方法对电力客户满意度进行评价以及如何利用评价结果进行服务的改进就成为企业现实而又亟待解决的问题。本文基于供电服务质量的评价维度设计了一套涵盖电力客户服务各业务流程的供电服务质量外部评价指标体系。综合考虑主客观因素对评价的影响,建立基于回归法和模糊熵值法的组合权重模型。最后对外部评价做了算例分析,验证了评价方法的有效性。
Effective customer satisfaction survey analysis is an important precondition for the power supply enterprises to win the market competition. How to use advanced and practical methods to evaluate the power customer satisfaction and how to use the evaluation results to improve the service has become a real and urgent problem for the enterprise. Based on the evaluation dimension of power supply service quality, this paper designs a set of external evaluation index system of power supply service quality covering various business processes of power customer service. Considering the impact of the subjective and objective factors on the evaluation, a combination weight model based on regression and fuzzy entropy is established. Finally, an example analysis of external evaluation is carried out to verify the effectiveness of the evaluation method.