中文摘要：

根据指标权重差异性、颀客贡献差异性及产品可比较性原则，提出了指标-顾客-产品三维层次评价模型。结合灰关联评价方法，提出了三维层次灰关联评价算法。该方法不仅能识别不同顾客对产品的不同要求，还能进行多个产品满意度的比较。实例分析验证了所建模型的合理性，说明该方法是有效的和实用的。

英文摘要：

According to the difference of the weight of indexes and customer contribution and the comparability of products, an evaluation model was built based on three-dimensional hiberarchy of indexes--customersproducts. And the evaluation arithmetic was described by grey relational analysis. The requirements of different customers can be distinguishable and customer satisfaction of different products can be contrastive by this method. And through analysis and calculation in the pump manufacture industry, the threedimensional hiberarchy evaluation model of customer satisfaction based on grey relational analysis was demonstrated availably.