Power Customer Complaints Model Based on Grey Correlation Analysis Method

摘要

Customer complaint is an important indicator which monitors the quality of customer service. It is of great significance to improve customer service and boost service competitiveness by reducing customer complaints. Thus it is expected that major causes of complaints can be found out to reduce customer complaints. In this paper, a power customer complaint model has been established based on the method of grey correlation analysis. The model is used to analyze complaint lists of power customer which is provided by Beijing 95598 customer service center. Different factors causing customer complaint are quantitatively calculated and sorted. The main causes are as follows: service manner, power energy metering, power supply quality and rush repair services. According to the calculated result, some of the depressurization measures are proposed.