Method and system for detecting multi-dimensional service quality of power grid company

Abstract

The invention provides a method for detecting multi-dimensional service quality of a power grid company, which comprises the following steps of: determining a plurality of service quality dimensions, and acquiring indexes contained in each service quality dimension and index weights corresponding to the indexes; the method comprises the following steps: calculating the weight of each index under each service quality dimension, scoring each index by using a predetermined analysis method to obtain the score of each index, calculating the score of each service quality dimension by combining the weight of each index corresponding to each service quality dimension, further accumulating the scores of each service quality dimension to obtain a comprehensive score, and formulating a service improvement strategy according to the obtained comprehensive score. By implementing the method, the current service situation of the power grid company can be analyzed in a multi-dimensional and omnibearing manner, so that a more accurate and more comprehensive evaluation result is provided, and a scientific basis is provided for continuous optimization of service quality.

Description

Technical Field

[0001] The present invention relates to the technical field of power systems, and in particular to a method and system for detecting multi-dimensional service quality of a power grid company. Background Art

[0002] With the rapid development of the power industry and users' increasing requirements for power supply service quality, the service quality of power grid companies, as public service providers, is directly related to the electricity consumption experience and satisfaction of the majority of users.

[0003] However, traditional service quality testing methods often focus on a single-dimensional assessment, which makes it difficult to fully reflect the overall service level and potential room for improvement of power grid companies.

[0004] Therefore, in order to solve the above problems, a new service quality detection method is urgently needed, which can analyze the service status of power grid companies in a multi-dimensional and comprehensive manner, so as to provide more accurate and comprehensive evaluation results and provide a scientific basis for the continuous optimization of service quality. Summary of the invention

[0005] The technical problem to be solved by the embodiments of the present invention is to provide a method and system for detecting the multi-dimensional service quality of a power grid company, which can analyze the service status of the power grid company in a multi-dimensional and all-round manner, thereby providing more accurate and comprehensive evaluation results and providing a scientific basis for the continuous optimization of service quality.

[0006] In order to solve the above technical problems, an embodiment of the present invention provides a method for detecting multi-dimensional service quality of a power grid company, the method comprising the following steps:

[0007] Determine multiple service quality dimensions, and obtain indicators included in each service quality dimension and their corresponding indicator weights;

[0008] Use the predetermined analysis method to score each indicator to obtain the score of each indicator, and combine the weights of each indicator corresponding to each service quality dimension to calculate the score of each service quality dimension. Further accumulate the scores of each service quality dimension to obtain a comprehensive score, and formulate a service improvement strategy based on the comprehensive score obtained.

[0009] Among them, there are six dimensions of service quality, including user value realization dimension, efficient service organization dimension, ecological cooperation performance dimension, comprehensive satisfaction evaluation dimension, digital technology empowerment dimension and marketing talent construction dimension;

[0010] The user value realization dimension is used to measure the degree to which the power grid company's power services meet user needs;

[0011] The efficient service organization dimension is used to measure the overall effectiveness of the marketing service organization of the power grid company;

[0012] The ecological cooperation performance dimension is used to measure the construction and development of the service ecology of the power grid company;

[0013] The comprehensive satisfaction evaluation dimension is used to reflect the multi-dimensional comprehensive evaluation results of the marketing services of the power grid company;

[0014] The digital technology empowerment dimension is used to measure the degree of support for marketing services provided by the digital construction of power grid companies;

[0015] The marketing talent development dimension is used to measure the overall situation of the marketing service talent team of the power grid company.

[0016] Among them, the indicators included in the efficient service organization dimension include average customer power connection time, business expansion power supply time limit compliance rate, business expansion investment interface extension rate, power supply reliability rate, urban and rural power supply service equalization index, comprehensive voltage qualification rate and Internet business proportion;

[0017] The indicators included in the efficient service organization dimension include effective coverage of distribution automation, transferable power supply rate of distribution network, electronic settlement rate and automatic meter reading rate;

[0018] The indicators included in the ecological cooperation performance dimension include the proportion of non-fossil energy electricity, the proportion of renewable green electricity transactions, the number of value-added service orders per million customers, the ratio of demand response capacity to maximum load and the proportion of market-based transaction electricity;

[0019] The indicators included in the comprehensive satisfaction evaluation dimension include third-party customer satisfaction, 95598 work order return visit satisfaction rate, 12398 million customer complaints, the number of first and second level marketing responsibility events, electricity bill error rate and front desk satisfaction;

[0020] The indicators included in the digital technology empowerment dimension include customer service digitalization index, the rate of "machine replacement" for high-frequency consulting and inquiry services, and the practical evaluation score of the metering automation system;

[0021] The indicators included in the marketing talent development dimension include the proportion of high-skilled talents, talent development index and per capita quality equivalent.

[0022] The scores of the indicators are obtained by using the benchmark analysis method / benchmarking analysis method combined with the piecewise linear interpolation method.

[0023] The embodiment of the present invention also provides a detection system for multi-dimensional service quality of a power grid company, including:

[0024] A dimension and indicator formulation unit, used to determine multiple service quality dimensions and obtain the indicators included in each service quality dimension and its corresponding indicator weight;

[0025] The service quality detection unit is used to score each indicator using a predetermined analysis method to obtain the score of each indicator, and calculate the score of each service quality dimension in combination with the weight of each indicator corresponding to each service quality dimension, and further accumulate the scores of each service quality dimension to obtain a comprehensive score, and formulate a service improvement strategy based on the obtained comprehensive score.

[0026] Among them, there are six dimensions of service quality, including user value realization dimension, efficient service organization dimension, ecological cooperation performance dimension, comprehensive satisfaction evaluation dimension, digital technology empowerment dimension and marketing talent construction dimension;

[0027] The user value realization dimension is used to measure the degree to which the power grid company's power services meet user needs;

[0028] The efficient service organization dimension is used to measure the overall effectiveness of the marketing service organization of the power grid company;

[0029] The ecological cooperation performance dimension is used to measure the construction and development of the service ecology of the power grid company;

[0030] The comprehensive satisfaction evaluation dimension is used to reflect the multi-dimensional comprehensive evaluation results of the marketing services of the power grid company;

[0031] The digital technology empowerment dimension is used to measure the degree of support for marketing services provided by the digital construction of power grid companies;

[0032] The marketing talent development dimension is used to measure the overall situation of the marketing service talent team of the power grid company.

[0033] Among them, the indicators included in the efficient service organization dimension include average customer power connection time, business expansion power supply time limit compliance rate, business expansion investment interface extension rate, power supply reliability rate, urban and rural power supply service equalization index, comprehensive voltage qualification rate and Internet business proportion;

[0034] The indicators included in the efficient service organization dimension include effective coverage of distribution automation, transferable power supply rate of distribution network, electronic settlement rate and automatic meter reading rate;

[0035] The indicators included in the ecological cooperation performance dimension include the proportion of non-fossil energy electricity, the proportion of renewable green electricity transactions, the number of value-added service orders per million customers, the ratio of demand response capacity to maximum load and the proportion of market-based transaction electricity;

[0036] The indicators included in the comprehensive satisfaction evaluation dimension include third-party customer satisfaction, 95598 work order return visit satisfaction rate, 12398 million customer complaints, the number of first and second level marketing responsibility events, electricity bill error rate and front desk satisfaction;

[0037] The indicators included in the digital technology empowerment dimension include customer service digitalization index, the rate of "machine replacement" for high-frequency consulting and inquiry services, and the practical evaluation score of the metering automation system;

[0038] The indicators included in the marketing talent development dimension include the proportion of high-skilled talents, talent development index and per capita quality equivalent.

[0039] The scores of the indicators are obtained by using the benchmark analysis method / benchmarking analysis method combined with the piecewise linear interpolation method.

[0040] Implementing the embodiments of the present invention has the following beneficial effects:

[0041] For the first time, the present invention incorporates six aspects, namely user value, service organization efficiency, ecological cooperation, satisfaction, digital intelligence level and talent development, into the evaluation system, realizing all-round consideration of service quality. It also obtains a comprehensive score through the combination of benchmark analysis and piecewise linear interpolation to formulate service improvement strategies, thus ensuring the objectivity and accuracy of the test results, facilitating horizontal comparison and continuous improvement, and facilitating the self-positioning and continuous improvement of power grid enterprises. It can therefore conduct a multi-dimensional and all-round analysis of the service status of power grid companies, provide more accurate and comprehensive evaluation results, and provide a scientific basis for the continuous optimization of service quality. BRIEF DESCRIPTION OF THE DRAWINGS

[0042] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, without paying creative labor, other drawings obtained based on these drawings still belong to the scope of the present invention.

[0043] Figure 1 A flowchart of a method for detecting multi-dimensional service quality of a power grid company provided by an embodiment of the present invention;

[0044] Figure 2 A schematic diagram of the structure of a system for detecting multi-dimensional service quality of a power grid company provided in an embodiment of the present invention. DETAILED DESCRIPTION

[0045] In order to make the objectives, technical solutions and advantages of the present invention more clear, the present invention will be further described in detail below with reference to the accompanying drawings.

[0046] like Figure 1 As shown in the figure, a method for detecting the multi-dimensional service quality of a power grid company is proposed in an embodiment of the present invention, and the method comprises the following steps:

[0047] Step S1: determine multiple service quality dimensions, and obtain indicators included in each service quality dimension and their corresponding indicator weights;

[0048] Step S2: Use a predetermined analysis method to score each indicator to obtain a score for each indicator, and combine the weights of each indicator corresponding to each service quality dimension to calculate the score of each service quality dimension, further accumulate the scores of each service quality dimension to obtain a comprehensive score, and formulate a service improvement strategy based on the comprehensive score obtained.

[0049] The specific process is that in step S1, there are six service quality dimensions, including user value realization dimension, efficient service organization dimension, ecological cooperation performance dimension, comprehensive satisfaction evaluation dimension, digital technology empowerment dimension and marketing talent construction dimension. Among them, the user value realization dimension is used to measure the degree to which the power grid company's power services meet user needs; the efficient service organization dimension is used to measure the overall effectiveness of the power grid company's marketing service organization; the ecological cooperation performance dimension is used to measure the construction and development of the power grid company's service ecology; the comprehensive satisfaction evaluation dimension is used to reflect the multi-dimensional comprehensive evaluation results of the power grid company's marketing services; the digital technology empowerment dimension is used to measure the degree of support for marketing services from the power grid company's digital construction; the marketing talent construction dimension is used to measure the overall situation of the power grid company's marketing service talent team.

[0050] At this time, several specific indicators are set under each dimension. Among them, the indicators cover all aspects of the services of the power grid company, forming a hierarchical and logical evaluation system to ensure the comprehensiveness and accuracy of the evaluation. At this time, the selection of indicators follows three principles: first, strong representation, that is, the indicators are highly generalized and can objectively, comprehensively and accurately reflect the development strength of a certain dimension; second, the indicators are comparable, that is, the statistical caliber or calculation method of the indicators is comparable between different countries and different companies; third, the data is available, that is, the indicator data is continuously available and easy to track and compare continuously.

[0051] Among them, the indicators included in the efficient service organization dimension include average customer power connection time, business expansion power supply time limit compliance rate, business expansion investment interface extension rate, power supply reliability rate, urban and rural power supply service equalization index, comprehensive voltage qualification rate and Internet business proportion;

[0052] The indicators included in the efficient service organization dimension include effective coverage of distribution automation, transferable power supply rate of distribution network, electronic settlement rate and automatic meter reading rate;

[0053] The indicators included in the ecological cooperation performance dimension include the proportion of non-fossil energy electricity, the proportion of renewable green electricity transactions, the number of value-added service orders per million customers, the ratio of demand response capacity to maximum load, and the proportion of market-based transaction electricity.

[0054] The indicators included in the comprehensive satisfaction evaluation dimension include third-party customer satisfaction, 95598 work order return visit satisfaction rate, 12398 million customer complaints, the number of first- and second-level marketing responsibility events, electricity bill error rate, and front desk satisfaction;

[0055] The indicators included in the digital technology empowerment dimension include customer service digitalization index, the rate of "machines replacing people" in high-frequency consulting and inquiry services, and the practical evaluation score of the metering automation system;

[0056] The indicators included in the marketing talent development dimension include the proportion of high-skilled talents, talent development index and per capita quality equivalent.

[0057] In addition, the weight of each indicator is determined. At this time, the weight of each indicator is evenly divided, and the first-level indicator score is calculated by weighting the representativeness and driving force of each dimensional indicator; the overall score of the power grid company's service quality is obtained by weighting the first-level indicator.

[0058] In step S2, first, the benchmark analysis method / benchmarking analysis method is used, combined with the piecewise linear interpolation method, to achieve scientific calculation of the scores of each indicator, which not only ensures the fairness of the evaluation, but also facilitates horizontal comparison and continuous improvement.

[0059] Among them, the best performance of a single indicator is 100 points, and the worst performance is 70 points. On this basis, the piecewise linear interpolation method is used to calculate the score of each unit for this indicator. The calculation formula is as follows: indicator score = (wd) / (wf); w is the worst value data of the indicator, d is the actual value of the evaluated object, and f is the optimal value (depending on the selected optimal value data, in actual operation, the actual data ranked first is selected).

[0060] Secondly, the scores of each service quality dimension are calculated based on the weight of each indicator.

[0061] Finally, after weighting and summarizing the scores of each service quality dimension, the comprehensive score of service quality is calculated, and a service improvement strategy is formulated based on the comprehensive score. Among them, the service improvement strategy can formulate different strategies according to different scores, and the specific design can be flexibly adjusted according to the actual situation, which will not be repeated here.

[0062] Taking the quality service detection carried out by China Southern Power Grid in 2023 as an example, the application scenario of the detection method of the multi-dimensional service quality of a power grid company proposed in an embodiment of the present invention is further explained as follows:

[0063] Step 1: Determine the test object. China Southern Power Grid selected grid companies at the network and provincial levels, and selected six provincial and municipal grid companies in Guangdong Province, Guangxi Zhuang Autonomous Region, Yunnan Province, Guizhou Province, Hainan Province, and Shenzhen City as the test objects. According to the business characteristics of the grid companies and user needs, 28 specific evaluation indicators were determined, and the definition, calculation method and data source of each indicator were clarified to ensure the comprehensiveness and pertinence of the evaluation system.

[0064] Step 2: Determine the detection period as 2023.

[0065] Step 3: Collect data. First, based on public data, collect publicly available statistical data, policy and system documents, news reports, etc. Second, based on relevant business data, collect all work order statistics and online reporting data during the testing period, and organize a small number of telephone interviews; Third, organize a grassroots symposium and select grassroots representatives to participate in the questionnaire survey.

[0066] Step 4: Indicator scoring: Use the benchmarking method to score each indicator, determine the best and worst performance scores of a single indicator, and use the piecewise linear interpolation method to calculate the score of each company's single indicator.

[0067] Step 5: Comprehensive service quality testing: Summarize the scores of each individual indicator, output the service quality testing results of the power grid company, analyze the service shortcomings, and put forward improvement suggestions.

[0068] like Figure 2 As shown in the figure, a multi-dimensional service quality detection system of a power grid company is provided in an embodiment of the present invention, including:

[0069] The dimension and indicator formulation unit 110 is used to determine multiple service quality dimensions and obtain the indicators included in each service quality dimension and its corresponding indicator weight;

[0070] The service quality detection unit 120 is used to score each indicator using a predetermined analysis method to obtain a score for each indicator, and calculate the score of each service quality dimension in combination with the weights of each indicator corresponding to each service quality dimension, and further accumulate the scores of each service quality dimension to obtain a comprehensive score, and formulate a service improvement strategy based on the obtained comprehensive score.

[0071] Among them, there are six dimensions of service quality, including user value realization dimension, efficient service organization dimension, ecological cooperation performance dimension, comprehensive satisfaction evaluation dimension, digital technology empowerment dimension and marketing talent construction dimension;

[0072] The user value realization dimension is used to measure the degree to which the power grid company's power services meet user needs;

[0073] The efficient service organization dimension is used to measure the overall effectiveness of the marketing service organization of the power grid company;

[0074] The ecological cooperation performance dimension is used to measure the construction and development of the service ecology of the power grid company;

[0075] The comprehensive satisfaction evaluation dimension is used to reflect the multi-dimensional comprehensive evaluation results of the marketing services of the power grid company;

[0076] The digital technology empowerment dimension is used to measure the degree of support for marketing services provided by the digital construction of power grid companies;

[0077] The marketing talent development dimension is used to measure the overall situation of the marketing service talent team of the power grid company.

[0078] Among them, the indicators included in the efficient service organization dimension include average customer power connection time, business expansion power supply time limit compliance rate, business expansion investment interface extension rate, power supply reliability rate, urban and rural power supply service equalization index, comprehensive voltage qualification rate and Internet business proportion;

[0079] The indicators included in the efficient service organization dimension include effective coverage of distribution automation, transferable power supply rate of distribution network, electronic settlement rate and automatic meter reading rate;

[0080] The indicators included in the ecological cooperation performance dimension include the proportion of non-fossil energy electricity, the proportion of renewable green electricity transactions, the number of value-added service orders per million customers, the ratio of demand response capacity to maximum load and the proportion of market-based transaction electricity;

[0081] The indicators included in the comprehensive satisfaction evaluation dimension include third-party customer satisfaction, 95598 work order return visit satisfaction rate, 12398 million customer complaints, the number of first and second level marketing responsibility events, electricity bill error rate and front desk satisfaction;

[0082] The indicators included in the digital technology empowerment dimension include customer service digitalization index, the rate of "machine replacement" for high-frequency consulting and inquiry services, and the practical evaluation score of the metering automation system;

[0083] The indicators included in the marketing talent development dimension include the proportion of high-skilled talents, talent development index and per capita quality equivalent.

[0084] The scores of the indicators are obtained by using the benchmark analysis method / benchmarking analysis method combined with the piecewise linear interpolation method.

[0085] Implementing the embodiments of the present invention has the following beneficial effects:

[0086] For the first time, the present invention incorporates six aspects, namely user value, service organization efficiency, ecological cooperation, satisfaction, digital intelligence level and talent development, into the evaluation system, realizing all-round consideration of service quality. It also obtains a comprehensive score through the combination of benchmark analysis and piecewise linear interpolation to formulate service improvement strategies, thus ensuring the objectivity and accuracy of the test results, facilitating horizontal comparison and continuous improvement, and facilitating the self-positioning and continuous improvement of power grid enterprises. It can therefore conduct a multi-dimensional and all-round analysis of the service status of power grid companies, provide more accurate and comprehensive evaluation results, and provide a scientific basis for the continuous optimization of service quality.

[0087] It is worth noting that in the above system embodiment, the various system modules included are only divided according to functional logic, but are not limited to the above division, as long as the corresponding functions can be achieved; in addition, the specific names of the various functional modules are only for the convenience of distinguishing each other, and are not used to limit the scope of protection of the present invention.

[0088] A person skilled in the art can understand that all or part of the steps in the above-mentioned embodiment method can be completed by instructing related hardware through a program, and the program can be stored in a computer-readable storage medium, such as ROM / RAM, disk, CD-ROM, etc.

[0089] The above disclosure is only the preferred embodiment of the present invention, which certainly cannot be used to limit the scope of the present invention. Therefore, equivalent changes made according to the claims of the present invention are still within the scope of the present invention.

Claims

1. A method for detecting the multi-dimensional service quality of a power grid company, characterized in that: The method comprises the following steps: Determine multiple service quality dimensions, and obtain indicators included in each service quality dimension and their corresponding indicator weights; Use the predetermined analysis method to score each indicator to obtain the score of each indicator, and combine the weights of each indicator corresponding to each service quality dimension to calculate the score of each service quality dimension. Further accumulate the scores of each service quality dimension to obtain a comprehensive score, and formulate a service improvement strategy based on the comprehensive score obtained.

2. The method for detecting the multi-dimensional service quality of a power grid company according to claim 1, characterized in that: There are six dimensions of service quality, including user value realization, efficient service organization, ecological cooperation performance, comprehensive satisfaction evaluation, digital technology empowerment, and marketing talent development. The user value realization dimension is used to measure the degree to which the power grid company's power services meet user needs; The efficient service organization dimension is used to measure the overall effectiveness of the marketing service organization of the power grid company; The ecological cooperation performance dimension is used to measure the construction and development of the service ecology of the power grid company; The comprehensive satisfaction evaluation dimension is used to reflect the multi-dimensional comprehensive evaluation results of the marketing services of the power grid company; The digital technology empowerment dimension is used to measure the degree of support for marketing services provided by the digital construction of power grid companies; The marketing talent development dimension is used to measure the overall situation of the marketing service talent team of the power grid company.

3. The method for detecting the multi-dimensional service quality of a power grid company according to claim 2, characterized in that: The indicators included in the efficient service organization dimension include average customer power connection time, business expansion power supply time limit compliance rate, business expansion investment interface extension rate, power supply reliability rate, urban and rural power supply service equalization index, comprehensive voltage qualification rate and Internet business proportion; The indicators included in the efficient service organization dimension include effective coverage of distribution automation, transferable power supply rate of distribution network, electronic settlement rate and automatic meter reading rate; The indicators included in the ecological cooperation performance dimension include the proportion of non-fossil energy electricity, the proportion of renewable green electricity transactions, the number of value-added service orders per million customers, the ratio of demand response capacity to maximum load and the proportion of market-based transaction electricity; The indicators included in the comprehensive satisfaction evaluation dimension include third-party customer satisfaction, 95598 work order return visit satisfaction rate, 12398 million customer complaints, the number of first and second level marketing responsibility events, electricity bill error rate and front desk satisfaction; The indicators included in the digital technology empowerment dimension include customer service digitalization index, the rate of "machines replacing people" in high-frequency consulting and inquiry services, and the practical evaluation score of the metering automation system; The indicators included in the marketing talent development dimension include the proportion of high-skilled talents, talent development index and per capita quality equivalent.

4. The method for detecting the multi-dimensional service quality of a power grid company according to claim 1, characterized in that: The scores of the indicators are obtained by using the benchmarking analysis method / benchmarking analysis method combined with the piecewise linear interpolation method.

5. A multi-dimensional service quality detection system for a power grid company, characterized in that: include: A dimension and indicator formulation unit, used to determine multiple service quality dimensions and obtain the indicators included in each service quality dimension and its corresponding indicator weight; The service quality detection unit is used to score each indicator using a predetermined analysis method to obtain the score of each indicator, and calculate the score of each service quality dimension in combination with the weight of each indicator corresponding to each service quality dimension, and further accumulate the scores of each service quality dimension to obtain a comprehensive score, and formulate a service improvement strategy based on the obtained comprehensive score.

6. The multi-dimensional service quality detection system of a power grid company as claimed in claim 5, characterized in that: There are six dimensions of service quality, including user value realization, efficient service organization, ecological cooperation performance, comprehensive satisfaction evaluation, digital technology empowerment, and marketing talent development. The user value realization dimension is used to measure the degree to which the power grid company's power services meet user needs; The efficient service organization dimension is used to measure the overall effectiveness of the marketing service organization of the power grid company; The ecological cooperation performance dimension is used to measure the construction and development of the service ecology of the power grid company; The comprehensive satisfaction evaluation dimension is used to reflect the multi-dimensional comprehensive evaluation results of the marketing services of the power grid company; The digital technology empowerment dimension is used to measure the degree of support for marketing services provided by the digital construction of power grid companies; The marketing talent development dimension is used to measure the overall situation of the marketing service talent team of the power grid company.

7. The multi-dimensional service quality detection system of a power grid company according to claim 6, characterized in that: The indicators included in the efficient service organization dimension include average customer power connection time, business expansion power supply time limit compliance rate, business expansion investment interface extension rate, power supply reliability rate, urban and rural power supply service equalization index, comprehensive voltage qualification rate and Internet business proportion; The indicators included in the efficient service organization dimension include effective coverage of distribution automation, transferable power supply rate of distribution network, electronic settlement rate and automatic meter reading rate; The indicators included in the ecological cooperation performance dimension include the proportion of non-fossil energy electricity, the proportion of renewable green electricity transactions, the number of value-added service orders per million customers, the ratio of demand response capacity to maximum load and the proportion of market-based transaction electricity; The indicators included in the comprehensive satisfaction evaluation dimension include third-party customer satisfaction, 95598 work order return visit satisfaction rate, 12398 million customer complaints, the number of first and second level marketing responsibility events, electricity bill error rate and front desk satisfaction; The indicators included in the digital technology empowerment dimension include customer service digitalization index, the rate of "machines replacing people" in high-frequency consulting and inquiry services, and the practical evaluation score of the metering automation system; The indicators included in the marketing talent development dimension include the proportion of high-skilled talents, talent development index and per capita quality equivalent.

8. The multi-dimensional service quality detection system of a power grid company as claimed in claim 5, characterized in that: The scores of the indicators are obtained by using the benchmarking analysis method / benchmarking analysis method combined with the piecewise linear interpolation method.

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