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Male f users to gas every kinds of service satisfaction
For in-depth understanding of shenzhen gas service quality, further improve the service level of the gas pipeline, we entrust shenzhen dimension market research and consulting co., LTD. In the city carried out within the scope of the 2010 annual pipeline gas user satisfaction research.
This research USES the telephone survey and visit the facade combination way, home users visit survey sample size more than 60% of the total sample size and f users (refers to public welfare users) in addition to the individual to remote areas outside the telephone interview, all take the door the investigation way. Finally a total of 5433 valid questionnaires, among them, the pipeline gas home users effective questionnaire 5037 copies of pipeline gas and f users effective questionnaire 396 copies.
A, gas user service quality overall situation
(a) pipeline gas service satisfaction to rise significantly, very satisfied with gas service user group increase
Investigation shows, in 2010, home users, and f users to gas satisfaction can significantly improve. According to the calculation, home users to gas service satisfaction index is 85.2, than the 09 years (82.6) promoted 2.6; Male f the user's satisfaction index for 84, more than (80.3) promoted 3.7.
(2) baoan district, longgang district family pipeline gas service quality improved significantly, further improve the service quality stability
In 2010, baoan district, longgang district family users to gas service satisfaction index were 85.3 and 83.4. And 09 year (baoan district 80.2, longgang district 80.5), compared with increased respectively 5.1 and 2.9; In addition, baoan district gas service quality in the city ranking from at the end of a rose to the third, gas service quality have improved a lot.
But comprehensive nearly three years of data we find, and district, futian district, nanshan district satisfaction index rising year by year, compared to baoan district, longgang district satisfaction index appear repeatedly service quality fluctuation against brand image establishment and stability.
(3) the services index performance is good, meter readers, and fee collectors performance outstanding, complaint handling and return visit service satisfaction slipped
Survey results show that, in addition to the complaint communication service dropped outside, change tube ignition, meter reading fee, telephone hotline, business hall service, security maintenance and so on five services performance stable, 2010 annual five indexes are scoring more than the previous year increased or flat. Among them, the meter reading charge performance are more prominent.
Complaints communication service quality fluctuation is bigger, is the only six service satisfaction index below 80 (family 75.4, and f 63.1) service project. Compared with, complainers for complaint handling and return visit service satisfaction slipped. From the user reflects the situation, complaint handling personnel's service attitude is bad, the complaint in time to response is the main cause of discontent, need to increase efforts to improve.
Second, the pipeline gas service deficiency
Survey found that, at present the pipeline gas service deficiency mainly in the following aspects:
1, security service coverage rate is not high, security service quality has great promotion space. 2010 security service work has obtained some achievements: security coverage expanded (accept security service home users ratio rose 8.9%), security service quality improvement (home user security maintenance satisfaction index rose 2.2). But from the data results and home users opinions to see, security service in coverage, the quality of service, still have room for improvement.
2, gas safety knowledge propaganda is not enough, the user to gas safety use of knowledge to improve awareness. Most of the families, and f users to gas safety use of knowledge is not enough in-depth understanding, more than half (56.6%) of home users to gas safety degree of knowledge is only "some understand," said "very understand" user accounts for only 3.8%; Male f users also only 10% of users "very understand" gas safety use of knowledge.
3, artificial meter reading service way needs to be improved. Through standard meter reading staff behavior, 2010 meter reading toll service satisfaction improved, family user degree of satisfaction index was 86.5, and (84.2) than is improved by 2.3. But the data results show that, there are still 11% of home users to meter reading toll service satisfaction low (evaluation in seven points below), lead to discontent main reason is artificial meter reading service.problems are three big shortage, namely "meter reading inaccurate", "meter reading time is not reasonable", "the meter reading is not enough in time". Gas charge transparency and charges voucher delivered timeliness is also one of the user's concerns, users, in the hope that through the clear charging unit price, using E-mail, SMS, return receipt and so on the many kinds of form inform the consumption amount and consumer subsidiary, improve the transparency of charging. In addition, a few users to electronic meter reading service principle of work and the accuracy of the doubts still exist.
4, complaints communication service does not reach the designated position. 2010 complaints communication service satisfaction appeared certain scope decline, pipe gas family users to complaint handling and return visit service satisfaction index was 75.4, and (77.9) declined by 2.5; Male f users to complaint handling and return visit service satisfaction index was 63.1, and (78.3) declined by 15.2. Users reflect service personnel work attitude, service efficiency, working method still exists shortage. Complaint handling personnel's service attitude is bad, the complaint in response to user dissatisfaction is the main reason, two problems in dissatisfaction complaint service family users all have 40% of the rate of mention. In addition to the user reflect complaint handling results "did not achieve the desired expectations", "no timely tracking return visit" is the main cause of discontent leads to the user.
In view of the above problems for our city gas group put forward the improvement Suggestions, and to further improve the pipeline gas service quality.