AHP-based power failure customer sensitivity grade discrimination method

Abstract

The invention discloses an AHP-based power failure customer sensitivity grade discrimination method. The method comprises the following steps: S1, obtaining data; s2, determining an indication system; s3, calculating a weight; and S4, establishing a model: in the step S1, customer power failure related index data is extracted from a power supply service command system and a marketing system of an electric power company, and in the step S2, a multi-index comprehensive evaluation system comprising three layers, namely a target layer, a first-level index layer and a second-level index layer is constructed. In the step S3, the weight of each index is calculated from bottom to top according to an analytic hierarchy process and a 9-quantile scale method, and in the step S4, a linear model is established according to the weights calculated by the analytic hierarchy process and the 9-quantile scale method, and a customer power failure sensitivity grade model is constructed; according to the AHP-based power failure customer sensitivity level judgment method, the active service awareness and the working efficiency of basic-level workers can be improved, power supply service management can be continuously optimized, the satisfaction degree of users can be improved, and the customer complaint risk can be reduced.

Description

technical field [0001] The invention relates to the technical field of power user detection, in particular to an AHP-based method for judging the sensitivity level of power failure customers. Background technique [0002] With the development of society and the advancement of science and technology, the power consumption of human beings continues to increase, resulting in the growth of power business volume, and the demand for users to handle power business is also increasing. In the power supply industry, it is inevitable that failures and power outages will occur. There are often planned power outages due to construction and other reasons, which will bring unnecessary troubles to users and gradually form power outage sensitive users. Power outage sensitive users refer to work order users who call the 95598 customer service hotline to complain or submit opinions on power outages to the 95598 hotline after a power outage event occurs. Users who have no complaints or opinion...

AI Technical Summary

Problems solved by technology

[0003]Traditional methods for identifying user sensitivity levels only include information such as power outages, work orders, and electricity bills, without considering information such as power consumption stability and user equipment status, resulting in The detection system cannot detect sensitive customers, which will affect more other users over time and bring pressure to the staff

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