基于客户价值和感知服务质量的电力客户分级服务模式

传统的电力客户分类偏重于客户的社会价值,忽视了其经济价值,不利于客户满意度和供电企业社会及经济效益的提升。本文提出基于客户价值的电力客户分类方法,将客户用电贡献、客户用电规范性、客户合作等三个维度作为分类标准,以此全面衡量客户价值。针对现有电力客户服务中的不足,借鉴顾客服务感知质量理论,从可靠性、响应性、保证性、移情性和有形性等五个方面构建了电力客户服务策略组合,并提出了针对不同级别客户的差异化服务策略。

Power Customer Classification Service Mode Based on the Customer Value and Perceived Service Quality

The traditional electric power customer classification emphasizes the social value but neglects its economic value, so it is not conducive to the improvement of customer satisfaction and social and economic benefit of power supply enterprise. This article proposes the electric power customer classification method based on customer value, taking customers＇ contribution of electricity utilization, customers＇ standard electricity utilization and customer cooperation as classification criteria, to comprehensively measure the customer value. Aiming at the deficiency of the existing electric power customer service and referring to customer service quality perception theory, the power customer service strategy combination is built from the reliability, responsiveness, assurance, empathy and tangibility, and puts forward some strategies for different service of different levels of customers.