神秘顾客调查评价模型对燃气服务质量提升的作用

Mystery Customer Survey Evaluation Model's Role on the Gas Service Quality Improvement

神秘顾客调查评价模型作为一种新型的第三方调查工具正逐渐广泛运用于类似于燃气公司这样的公共服务类企业。通过对上海燃气集团连续两次调查评价模型的分析,阐述这种新型第三方调查工具对燃气服务质量的提升作用。一个好地神秘顾客调查项目对企业加强服务人员管理、提高服务效率有立竿见影的效果。此外,通过同类企业间的对标,有助于企业向先进水平靠拢,共同提高。

Mystery customer survey evaluation model, as a newly third party survey tool, is widely used in the public service companies which is similar to gas company. By analyzing two consecutive survey evaluation models of Shanghai Gas Group, this paper clarifies that newly third survey tool has a promoting role on gas service quality. A good mystery customer survey project has an immediate effect on enterprises to strengthen management of service personnel and service efficiency.