摘要
介绍了供电企业实施的顾客满意度测评所采用的满意度指数模型、设定满意度指标体系所遵循的原则以及上海电力公司客户满意度测评的指标体系,并对现有满意度的方法在实际应用基础上的进行总结分析,提出改进和完善的基本思路。
The customer satisfaction index （CSI） model adopted for customer satisfaction degree evaluation implemented by power supply enterprises, the principles for establishing the CSI system, and the index system for customer satisfaction degree evaluation in SMEPC are introduced. The current CSI evaluation methods are summarized and analyzed based on practical application, and improvement suggestions are put forward.
出处
《华东电力》
北大核心
2006年第1期76-78,共3页
East China Electric Power
关键词
供电企业
顾客满意度
服务质量体系模型
评价机制
power supply enterprise
customer satisfaction degree
service quality system model
evaluation mechanism
