摘要
根据供电企业顾客满意度指数测评的思路、理论模型的选择、顾客的分类和顾客满意度指数测评的方案,介绍广电集团深圳分公司进行顾客满意度指数测评的具体实践,其中包括:测评指标的设计,问卷设计与调查,数据的统计处理,指标的测定,并对各类顾客的满意度指数测评结果进行了分析和评价。
According to the method and theory model selection of power customer satisfactory index,customer classifaction and its test programme, the paper introduces the specific practice in Guang-dian Group Shenzhen Branch,including the design of index test design and research,data counting, index test, etc., and analyze and evaluate the results of it.
出处
《电力需求侧管理》
北大核心
2005年第2期51-54,共4页
Power Demand Side Management
关键词
供电企业
顾客分类
顾客满意度指数
指标设计
指标测定
power enterprise
customer classification
customer satisfactory index
target design
target test
