电网用户服务满意度提升策略研究

Research on the Improvement Strategy of Grid User Service Satisfaction

摘要: 本文基于某市用户满意度调查问卷访问数据，建立停电处理、供电安全等电网用户满意度评价指标，构建用户满意度分析模型，量化该市供电局用户体验满意度。基于求解结果，探讨指标间的相关性，进行满意度高低评级、成因分析。为提升客户服务提供差异化的指导建议，有针对性地进行个性化服务，提升电网用户满意度。

Abstract: Based on the data of customer satisfaction survey in a city, this paper establishes evaluation indicators of grid user satisfaction such as power outage processing and power supply security, and constructs a user satisfaction analysis model to quantify the user experience satisfaction of the city's power supply bureau. Based on the solution results, the correlation between indicators is discussed, and the satisfaction level and cause analysis are carried out. Differentiated guidance and suggestions for customer service improvement and targeted personalized service are provided to improve grid user satisfaction.