A Study on New Customer Satisfaction Index Model of Smart Grid

Abstract

The smart grid has been being built by State Grid Corporation, Inevitably, which must have a profound impact on customers. Based on the famous Fornell ECSI model, a new index model called SGCSI has been established according to the characteristics of the smart grid, which created a new index evaluation system, including seven evaluation indexes and the relation among them, such as corporate image, customer expectations, perceived quality and so on. Finally, the new Model was applied in an energy company, which result has been proved that it can more objectively reflect the actual situation of the smart grid, and have a better feature of practical operation.