Analysis on Complaint Behavior of Electric Power Customers

Quality service is one key work of power supply companies. Customer complaints contain a lot of intrinsic feature information, such as customer demand and service defects. Analysis of customer complaint data can effectively identify service shortcomings and provide guidance for improving quality service. In this paper, complaint behavior of electric power customers are analyzed from three aspects, including complaint contents, complaint time and complaint areas. The related factors and risk index of customer complaints are studied. The suggestions to reduce complaints are proposed. The conclusions can provide a reference for quality service of power supply company.