Construction method of power grid customer satisfaction model

A technology of customer satisfaction and construction method, applied in the construction field of power grid customer satisfaction model, to achieve simple analysis, improve service ability and level, and improve customer satisfaction

Active Publication Date: 2015-06-03
LONGSHINE TECH
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

But at present, there is no method that can conduct high-precision and simple analysis of the factors that affect customer satisfaction.

Method used

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  • Construction method of power grid customer satisfaction model
  • Construction method of power grid customer satisfaction model
  • Construction method of power grid customer satisfaction model

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Experimental program
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Embodiment 1

[0046] 1. Sort out the factors that affect customer satisfaction. According to the definition of customer satisfaction in ISO9000: "the customer's feeling of the extent to which their requirements have been met", starting from the customer's experience in the whole process of dialing 95598 and receiving the agent's service perception, combined with the analysis of the call service quality inspection standard of the customer service center, Get the factors that affect customer satisfaction.

[0047] The whole process experience of customers dialing 95598 and accepting the agent's manual service perception is divided into two stages:

[0048] (1) The customer's perception of the system's connection capability: including connection timeliness and queuing time. The timeliness of connection refers to the number of times a customer makes a call for the first time and successfully accesses the agent service; the queuing time refers to the time it takes for the customer to successful...

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Abstract

The invention discloses a construction method of a power grid customer satisfaction model. The method comprises the following steps: S1, collecting historical data of customer satisfaction influence factors; S2, generating corresponding sample sets according to the collected historical data of the customer satisfaction influence factors, establishing a customer satisfaction neural network model, and respectively calculating weights of the customer satisfaction influence factors; S3, according to the sample sets generated in accordance with the collected historical data of the customer satisfaction influence factors and the weight relation among the customer satisfaction influence factors, establishing a customer satisfaction decision-making tree model; S4, displaying the relation between the customer satisfaction influence factors and the customer satisfaction through a visual tool. The power grid customer satisfaction model can be used for analyzing the quantitative relation among the incoming call access data of a call center, acceptance recorded quality control data and customer satisfaction, so as to reflect the variation situation of the customer satisfaction when the incoming call access data of the call center and the acceptance recorded quality control data change.

Description

technical field [0001] The invention relates to a construction method of a power grid customer satisfaction model, and belongs to the field of customer satisfaction relationship quantitative model construction and computer science and technology. Background technique [0002] The State Grid Customer Service Center has been committed to providing high-quality and excellent services to electricity customers, but the traditional service quality evaluation based on customer satisfaction has problems such as difficult evidence collection, backward analysis methods, and low analysis accuracy. For example, the authorized announcement number is The patent "CN 103065271A" discloses a method for establishing a quantitative model of the relationship between power supply reliability and customer satisfaction. [0003] The whole process experience of customers dialing 95598 and accepting the agent's manual service perception is divided into two stages: [0004] (1) The customer's percep...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q50/06
CPCG06Q10/06393G06Q50/06
Inventor 邓庆安刘淇张威郭富磊
Owner LONGSHINE TECH
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