External Evaluation Model of Power Supply Service Quality Based on Service Blueprint Theory

The more drastic competition in power market needs power supply companies to improve service level in order to enhance their competitiveness, and service external evaluation to companies is the basis of the service improving. This paper studies on the external evaluation of power supply service quality. Firstly, the paper confirms main layer indexes of the external evaluation according to power supply business. Secondly, it designs the service blueprints of the various service operations to build point layer indexes. Finally, it builds the evaluation model of power supply enterprise's service quality.