Requirement Analysis of Summer Electricity Meteorological Customers in Chongqing
In face of increasing demand of electricity meteorology customers in summer and fierce market competition,it is necessary to categorize and prioritize customer requirements in order to provide references for orderly improvement of products.Using the Kano model,the feedback of subjects on the customers'requirement points is collected by means of filling questionnaire,the B-W coefficients are calculated,and the B-W quadrant chart is drawn.Then,the customer requirement types and priorities of 17 requirement points are obtained.All the 17 demand points can be divided into four categories:basic type(6,taking up 35%),expectation type(4,24%),charm type(4,24%),and indifference type(3,18%).Most of customer requirements points go to the basic type and the least to the indifference type.The priority order of each requirement point is clear,that is,customers first require that the products should be delivered on time,the product contents should be complete and the delivering process should be transparent.Secondly,the products should have a high level of accuracy and personalization.Finally,the degree of aesthetic and modularity of products should be high enough to be conveniently and efficiently extracted,and customers can timely get the support of professionals.By contrast,whether the product is in commercial stage and whether it is of a unique style has the lowest priority.It is also worth noting that the customer requirement points of the D16 featured products are regarded as attractive demand by 20 votes(a total of 50 votes),so they are classified into the charm type(21 votes).Thus,the construction of intelligent operation systems and the improvement of expert support service should be the core of work to meet the needs of customers.
electricity meteorologycustomer requirementsKano model
NETL
NSTL
万方数据
