先来解释一下两个“度”。第一个“度”指的是客户满意度。满意是一种心理状态,是电力客户的用电需求被满足以后所产生的愉悦感,用数字来衡量这种心理状态,就是满意的度。从产品销售与服务的角度来讲,客户满意是客户忠诚的基本条件。显而易见,这个“度”的主体是客户。第二个“度”指的是服务的限度,即服务的边界。电力企业销售的产品是电能,电能产品的特殊性决定了电力企业的服务要贯穿于客户用电的始终。“始”的服务相对容易,就是把电通了,让客户有电用。但是“终”的服务就没 First explain the two “degrees ”. The first “degree” refers to customer satisfaction. Satisfaction is a state of mind, which is the pleasurable feeling generated by the power consumer’s electricity demand being met. It is a satisfactory measure of the psychological state with numbers. From the perspective of product sales and service, customer satisfaction is the basic condition of customer loyalty. Obviously, this “degree” is the main customer. The second “degree ” refers to the service’s limit, which is the service’s boundary. Power companies sell products is electrical energy, the particularity of electrical products determines the power business services throughout the customer’s electricity consumption has always been. “Start ” service is relatively easy, that is, the electricity, so that customers have electricity. But “end ” service no