福建供电企业全流程客户满意度评价体系设计

Customer satisfaction evaluation system design based on the whole process in Fujian power supply enterprises

介绍基于企业全流程的客户满意度评价方法,将以客户为导向的理念通过融入全流程各交互点,使内外部客户满意度评价得到具体落实和整体贯通,并以各具体交互点中的评价点的具体期望值、可接受的最低值与现行水平值的比对分析作为归因分析的基础,找到量化改进点,提出量化改进目标,使得后续服务得以持续改进并建立常态机制成为可能。

The article describes business customer satisfaction evaluation method based on the whole process, puts the concept of customer-oriented guidance into the whole process interaction point, which makes the internal and external customer satisfaction evaluation be implemented. It makes the comparison analysis between the evaluation of the specific point expectations and the minimum acceptable level in the concrete and specific interaction point with current value attribution analysis as the basis of reason analysis to find the quantitative improvement points, to produce quantitative improvement goals. It also makes follow-up services continuous improvement and the establishment of normal mechanisms possible.