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伴随着社会经济的飞速发展和生活水平的逐日提升,人们对供电服务的需求呈现明显上升趋势,这也对电力企业在内外兼修、创新发展方面提出了更高更严格的要求。在电力体制改革不断深化的大背景下,各电力企业都在积极统筹推进电网建设、营造和谐供用电环境、不断提升供电能力和服务水平。客户满意度是客户感知电力企业供电服务水平高低的直接体现,提升客户满意度是强化优质服务的重要目标。因此,如何提升客户满意度,成为电力企业切实关注的课题。
With the rapid development of society and economy and the daily improvement of living standard, people’s demand for power supply services shows a clear upward trend. This also sets higher and more stringent requirements for power companies to internally and externally and innovate and develop. Under the backdrop of deepening the reform of the power system, all power companies are actively and co-ordinating the construction of power grids, creating a harmonious environment for electricity supply and continuously upgrading their power supply capabilities and service levels. Customer satisfaction is the direct embodiment of customer perception of the level of power supply services in power companies. Improving customer satisfaction is an important goal of enhancing quality service. Therefore, how to enhance customer satisfaction has become a real concern for power companies.