基于多服务渠道的电力客户满意度调查模型和系统设计

为分解、明确各部门在提升产品和服务过程中的职责与目标并将满意度研究结果纳入绩效考核，深化“客户导向”的服务理念，广东电网珠海供电局以服务流程中的客户服务体验关键触点入手，全面调查用电客户在95598、营业厅、网厅、掌厅、微信中的各项服务体验感知。为全面发布问卷，统计海量调查结果数据，首先应探究用于多渠道的调查模型及系统，以作为调查结果统计的技术支撑。

Design of electric power customer satisfaction survey model and system based on multi service channel

As the responsibility and target decomposition,clear the various departments in the promotion of products and services in the process and satisfaction research results into the performance evaluation, deepen the ＆quot;customer oriented＆quot; service concept,Guangdong power grid Zhuhai power supply bureau to serve the process of key contact with customer service experience,a comprehensive investigation of electricity customers in 95598,business office,network hall,palm Services Hall,Micro message of perception.For the full release questionnaire,statistical data survey,should first study for the investigation of model and system of multiple channels,as a technical support survey statistics.