国庆60周年庆祝活动气象服务满意度评估

Assessment on Customer Satisfaction Degree of Weather Service for the 60th Anniversary of National Day of the People's Republic of China

中华人民共和国成立60周年庆祝活动是一项重要的大型活动,做好该活动的气象服务保障具有重要意义。为了不断地提高气象服务水平,有必要通过开展气象服务满意度评估等工作,深入了解重大活动气象服务用户的需求和满意度情况,从用户角度对重大活动气象服务进行评价并提出改进措施。该研究采用国际通用的满意度调查评估方法,分析决策用户对气象部门服务的针对性、产品质量属性、服务方式、现场服务能力、预警服务、应急保障服务和总体气象服务效益等认知度。结果显示,决策服务用户满意度指数平均为97%,其中,对高影响天气预报服务的满意度指数为93%,与其期望度之间还存在一定的差距(6.7%)。研究分析表明,国庆60周年庆祝活动气象服务以较高水平满足了决策用户群的需求,同时,在高影响天气预报预警等方面还有待进一步提高服务水平,并给出有针对性的对策建议。通过开展该评估工作,有助于气象部门深入细致地了解气象服务效果及其差距,为今后做好重大活动气象服务积累经验。

It is very significant to provide high-level weather service for large-scale events such as the 60th anniversary of National Day of the People＇s Republic of China.In order to continuously improve the quality of large-scale event weather service,it is necessary to assess the customer satisfaction degree of weather service from the users＇ point of view.In this paper,the decision-making weather service for the 60th anniversary of National Day of the People＇s Republic of China,was generally assessed using a weather service customer satisfaction degree index（WSCSI）.The perception of users＇ needs,weather service quality, ways of weather service,the ability of on-site service,weather early warning,emergency weather service and the overall benefits of weather services were analyzed deeply.Analysis results have shown that the average WSCSI reaches 97%,and the WSCSI for high impact weather reaches only 93%,thus the gap between satisfaction and expectation for it is relatively wider（6.7%）.Further analyses have indicated that weather services satisfied customers＇ needs in high level,and the ability of forecast and service for high impact weather still needs to be improved.Through the impact assessment on weather service,meteorological department could thoroughly learn the service social and economic effects and find where need to improve,and thus strive to take measures to fill the gap between customers＇ satisfaction and expectation. It is helpful for meteorological department to gather experiences for the decision-making weather service of large-scale event.