针对供电企业提升客户满意度的迫切需求,在指标分析、目标制定与措施等方面提出了系统解决方案.首先,阐述了客户满意度的本质内涵,建立了供电企业客户满意度模型,并利用模糊综合评价方法对定量和定性的客户满意度指标进行评价,给出求解客户满意度得分的方法;其次,分析了供电企业客户满意度的得分范围,得出了使供电企业的综合效益达到最大的客户满意度得分;最后,分析了电力客户满意度与电网其他关键指标的联系,提出了利用客户满意度推进电网发展的措施.%Considering the urgent demand of the improvement of customer satisfaction from power supply enterprises, systematic solutions are put forward from aspects including index analysis,objective formulation and measures. At first, the essence of customer satisfaction is described,and a customer satisfaction model for power supply enterprises is es-tablished. A fuzzy comprehensive evaluation method is used to evaluate the quantitative and qualitative customer satis-faction indexes,and the method of obtaining customer satisfaction scores is given. Furthermore, the score ranges of cus-tomer satisfaction are analyzed,and the score of customer satisfaction that maximizes the comprehensive benefit of pow-er supply enterprises is determined. Finally,the relationship between customer satisfaction and other key indexes of power grid is analyzed,and the measures using customer satisfaction to promote the development of power grid are put forward.
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