Abstract:In the past,power grid companies were monopolistic.With the deepening reform of power system and state-owned enterprise,customers have more choices.Quality service is related to the reform and development of power grid enterprises in the new era.Only quality service can enable grid enterprises to enter a virtuous circle in the reform and development.However,it can be seen from the third-party customer satisfaction survey report that there is monopolistic thinking in some units,customer - centered service awareness has not been well implemented in practical work,specific performance in the number of power outages, voltage instability, electricity business process, meter reading charge owe specification and other customer electricity experience sensitive power supply services.This article from the perspective of customer experience management,focus on customers'' electricity experience and feelings,the power demand that meets people''s good life is regarded as the starting point and foothold of power grid enterprise,This paper discusses the key points of improving customer service quality,the shortcoming of customer service in grid enterprises,and the effective measures of improving customer satisfaction.