客户投诉业务工单的诉求分析

Demands analysis of the customer complaint work orders

中文关键词: 客户投诉  客户心理  投诉行为  大数据  工单分析

英文关键词: customer complaints  customer psychology  complaint behavior  big data  analysis of work orders

中文摘要:

      据国家电网公司“三集五大”体系建设的中心思想以及统一运营的要求，优化投诉流程、降低客户投诉率是当前各省网电力公司急需解决的问题。为了不断满足客户日益提高的服务需求，投诉工单分析以大数据分析为基础，抓取投诉工单中的重要环节和信息，结合电力公司现状，梳理各关键环节之间的关系，开展专项研究工作，以形成一套有助于提升电力公司服务质量的管理措施，实现客户满意度的全面提升。

英文摘要:

      According to the central idea of the national power grid three-set and five systems and the requirements of unified operation, optimizing the complaint process and reducing the rate of customer complaints is an urgent problem to be solved by the provincial power companies.In order to meet the increasing customer service demand, complaints work orders are analyzed with big data as basis.Combined with status of electric companies, it grabs complaints job important links and information, finds the relationship among the key aspects, carries out special research work to form a set of management measures to improve the service quality of the electric power company in order to realize comprehensive improvement of customer satisfaction.