供电企业顾客满意度指数测评方案探讨

比较分析了顾客满意率和顾客满意度指数的区别，论述了顾客满意度指数测评的重要意义和应用价值。供电企业有必要借鉴国际先进经验，采用顾客满意度指数深入细致地测评顾客的满意程度，为改进和提高服务质量提供科学的依据。在理论模型选择的基础上，提出了测评的思路，顾客的分类和顾客满意度指数测评的方案。

The Discussion of Test Program of Power Supply Enterprise Customer Satisfactory Index

Compare and analyze the difference between customer satisfactory rate a nd customer satisfactory index.Illuminate the important meaning and application value of customer satisfactory index.It is necessary for the power supply enterp rise to make use of foreign experience as reference to adopt customer satisfacto ry index to test the level of customer satisfaction deeply. In order to reform a nd improve service quality it is made as a reference and on the basis of it the paper brings out a program on test method,customer classification and customer s atisfactory index.