基于客户分群的电力客户信用等级及服务质量敏感度研究及应用  

Research and Application of Power Customer Credit Rating and Service Quality Sensitivity Based on Customer Clustering

作　　者：马俊娟[1] 李杨[1] 汪琴 吴禹昊 邱灵赟 MA Junjuan;LI Yang;WANG Qin;WU Yuhao;QIU Lingyun(Customer Service Center, State Grid Sichuan Electric Power Company, Chengdu, Sichuan 610000, China)

机构地区：[1]国网四川省电力公司客户服务中心,四川成都610000

出　　处：《微型电脑应用》2020年第6期130-132,共3页Microcomputer Applications

摘　　要：随着电力企业改革的不断深入和客户关系管理的推广,供电企业的服务模式也在逐步转变,如何更加精准地评价电力企业的服务质量至关重要。在电力客户不同群体需求不同服务的基础上,提出了基于分群的电力客户信用等级和服务质量敏感度的评价体系。首先分析了电力客户服务的主要内容、分群方法及存在问题,提出了构建电力客户服务质量评价体系的主要原则和主要功能,并对体系的关键内容作了重点阐述。分析结果表明,本文的评级体系具有较高的参考依据。With deepening the reform of power enterprises and the promotion of customer relationship management,the service mode of power supply enterprises is gradually changing.How to evaluate the service quality of power enterprises accurately is very important.Based on the different service needs of different groups of power customers,this paper proposes an evaluation system of credit rating and service quality sensitivity of power customers based on clustering.Firstly,the main contents,clustering methods and existing problems of power customer service are analyzed,and the main principles and functions of the power customer service quality evaluation system are put forward,and the key contents of the system are emphatically expounded.The analysis results show that the rating system in this paper has a high reference basis.

关 键 词：电力客户 分群 信用 服务质量 敏感度 

分 类 号：TP311[自动化与计算机技术—计算机软件与理论]