CN110322121A - A kind of power supply enterprise's customer satisfaction appraisal procedure - Google Patents

A kind of power supply enterprise's customer satisfaction appraisal procedure Download PDF

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Publication number
CN110322121A
CN110322121A CN201910507912.0A CN201910507912A CN110322121A CN 110322121 A CN110322121 A CN 110322121A CN 201910507912 A CN201910507912 A CN 201910507912A CN 110322121 A CN110322121 A CN 110322121A
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customer satisfaction
satisfaction
score
index
level index
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Inventor
刘丽霞
刘树勇
陈星屹
徐科
刘洪�
李娜
徐晶
王魁
李媛媛
周进
张东
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State Grid Corp of China SGCC
State Grid Tianjin Electric Power Co Ltd
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State Grid Corp of China SGCC
State Grid Tianjin Electric Power Co Ltd
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0201—Market modelling; Market analysis; Collecting market data
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
    • G06Q50/06—Electricity, gas or water supply

Abstract

The present invention relates to a kind of power supply enterprise's customer satisfaction appraisal procedure, include the following steps: to establish power supply enterprise's ' Satisfaction Index system；Customer satisfaction survey questionnaire is formulated according to the index system of foundation, to obtain customer satisfaction present score；The historical data for collecting ' Satisfaction Index score, analyzes data by least-squares regression approach, obtains customer satisfaction dynamic score；By distributing weight to customer satisfaction present score and customer satisfaction dynamic score, power supply enterprise's customer satisfaction assessment models are obtained.The characteristics of present invention combines customer satisfaction current statistical data with historical data, can more adapt to enterprise operation and actual conditions, can evaluate current time satisfaction and reflect the dynamic changes of satisfaction.

Description

A kind of power supply enterprise's customer satisfaction appraisal procedure
Technical field
The invention belongs to customer satisfaction assessment technology field more particularly to a kind of assessments of power supply enterprise's customer satisfaction of powering Method.
Background technique
Customer satisfaction is the quantificational description to customer satisfaction degree, reflects the practical sense that client receives products & services By the degree compared with its desired value.With the foundation of electricity market and the development of power industry, electric power buyer's market will be real Existing, power supply enterprise will further stimulate electricity consumption, need to establish power marketing system customer-centric, reinforce electricity market Demand side management.Therefore, scientific and reasonable Customer Satisfaction Measurement system is established to modern electric enterprise in market-oriented environment Correct assessment enterprise, promotion own services level, expansion social benefit have important practical significance down.
Appraisal procedure in relation to customer satisfaction score is generally concerned only with the Satisfaction index value that single counts, and ignores The cumulative effect of long-term enterprise's public praise and service for user.In fact, being believed that customer satisfaction from the angle of dynamical system Degree not fully pay close attention to single Satisfaction index value, but after the reasonable value for obtaining each index Correct Analysis satisfaction change Change situation, the variation of Satisfaction index value always occurs on the basis of previous twice.
Therefore, for these problems, study it is a kind of customer satisfaction current statistical data is combined with historical data, The characteristics of enterprise operation can more be adapted to and actual conditions can evaluate current time satisfaction and reflect full Power supply enterprise's customer satisfaction score appraisal procedure of the dynamic changes of meaning degree, this has the planning and construction of power supply enterprise There is important guiding effect.
Summary of the invention
It is an object of the invention to overcome the deficiencies of the prior art and provide it is a kind of by customer satisfaction current statistical data with The characteristics of historical data combines, and can more adapt to enterprise operation and actual conditions, can to current time satisfaction into Row evaluation, and reflect power supply enterprise's customer satisfaction score appraisal procedure of the dynamic changes of satisfaction.
The present invention solves its technical problem and adopts the following technical solutions to achieve:
A kind of power supply enterprise's customer satisfaction appraisal procedure, includes the following steps:
S1, the factor that customer satisfaction is influenced according to American Customer Satisfaction Index model analysis, establish power supply enterprise visitor Family Satisfaction Index System, wherein customer satisfaction is scored at first class index, and first class index is by several customer satisfaction second levels Index is constituted, and each customer satisfaction two-level index is made of several customer satisfaction three-level indexs；
S101, customer satisfaction survey questionnaire is formulated according to the index system of foundation, to target variable assignment, and determined every The weight of a target variable obtains existing customer satisfaction investigation questionnaire result by being investigated client, to obtain visitor Family satisfaction present score；
S102, the historical data for collecting ' Satisfaction Index score carry out data by least-squares regression approach Analysis, obtains customer satisfaction dynamic score, wherein method particularly includes: it is fixed according to power supply enterprise's ' Satisfaction Index system Adopted vector y (k)=[y1(k), y2(k)…yiIt (k)] is the customer satisfaction two-level index score vector of kth time, yiIt (k) is i-th A two-level index score；Definition vector x (k)=[x1(k), x2(k)…xj(k)] customer satisfaction three obtained for kth time statistics Grade index score vector, xjIt (k) is j-th of three-level index score, then customer satisfaction dynamic score s2Are as follows:
Y (k+1)=w2x(k+1) (1)
s2=w22y(k+1) (2)
In formula, w2The weight matrix of two-level index, w are corresponded to for dynamic customer satisfaction three-level index22It is full for dynamic customer Meaning degree two-level index corresponds to the weight matrix of first class index, and y (k+1), x (k+1) calculate to obtain by preceding k historical data, Reckoning process is as follows:
According to stochastic systems theory, equally distributed random process δ on coefficient matrices A (k) and [0,1] section is defined And corresponding strength factor B (k), respectively indicate the variation coefficient and random error of power customer satisfaction index, then obtain as Drag:
X (k+1)-x (k)=A (k) x (k)+B (k) δ (3)
The variation for analyzing three-level index, obtains the variation of two-level index and first class index by formula (1), then has:
Y (k+1)-y (k)=w2(x(k+1)-x(k)) (4)
Wherein, the coefficient matrices A (k) and corresponding strength factor B (k) are according to preceding k historical data using polynary line Property partial regression analysis method obtains, and random process δ is obtained by random assignment；
S2, power supply enterprise's customer satisfaction assessment models are established
By distributing weight to customer satisfaction present score and customer satisfaction dynamic score, power supply enterprise client is obtained Satisfaction assessment model；
Wherein, power supply enterprise's customer satisfaction assessment models are formula (5):
S=α s1+βs2 (5)
In formula: s1For customer satisfaction present score；s2For customer satisfaction dynamic score；α, which is that customer satisfaction is current, to be obtained The weight divided；β is the weight of customer satisfaction dynamic score.
Further, the analysis method of the customer satisfaction present score are as follows:
According to power supply enterprise's ' Satisfaction Index system, definition vector y (k)=[y1(k), y2(k)…yiIt (k)] is the K customer satisfaction two-level index score vector, yiIt (k) is i-th of two-level index score；Definition vector x (k)=[x1(k), x2(k)…xj(k)] the customer satisfaction three-level index score vector obtained for kth time statistics, xjIt (k) is j-th of three-level index Score, then customer satisfaction present score s1:
Y (k)=w1x(k) (6)
s1=w12y(k) (7)
In formula, w1The weight matrix of two-level index is corresponded to for existing customer satisfaction three-level index；w12It is full for existing customer Meaning degree two-level index corresponds to the weight matrix of first class index.
Further, the customer satisfaction first class index includes customer satisfaction comprehensive assessment score；The client is full Meaning degree two-level index includes quality perception, value perception and complains perception；The quality perception includes power supply reliability, voltage conjunction Lattice rate, meter reading accuracy, electricity charge electricity price transparency, business hall facilities environment satisfaction, staff's professional skill, work efficiency Satisfaction, working process degrees of overtness, staff's attitude satisfaction, staff replys speed, repair personnel reaches now Promptness rate, repairing speed satisfaction, industry expand service time limit compliance rate, power off notifying to family rate, technical advice satisfaction, on the net Information issues satisfaction three-level index, and the value perception includes electric power cost performance satisfaction, electricity price and other energy prices ratios Relatively satisfactory degree three-level index, the complaint perception include power supply repairing the rate of complaints, complaint response speed, the satisfaction of complaint handling result Spend three-level index.
The advantages and positive effects of the present invention are:
1, customer satisfaction appraisal procedure of the invention can divide from the historical data of power supply enterprise's customer satisfaction The variation tendency for analysing customer satisfaction score, avoids single client satisfaction investigation result from large error occur；By to a system The comparative analysis of column satisfaction investigation result understands the situation of change and its inherent influence factor of customer satisfaction, for power supply enterprise Industry assesses its state of development and provides foundation, is conducive to promote power supply enterprise's service management level, promotes power grid construction and planning Rational Development；
2, customer satisfaction appraisal procedure of the invention plays customer satisfaction current statistical data in conjunction with historical data Come, the characteristics of capable of more adapting to enterprise operation and actual conditions, current time satisfaction can be evaluated and The dynamic changes of satisfaction, planning and construction to power supply enterprise have important guiding effect.
Detailed description of the invention
Technical solution of the present invention is described in further detail below with reference to drawings and examples, but should Know, these attached drawings are designed for task of explanation, therefore not as the restriction of the scope of the invention.In addition, except non-specifically It points out, these attached drawings are meant only to conceptually illustrate structure construction described herein, without to be drawn to scale.
Fig. 1 is customer satisfactory index model in the U.S.'s provided in an embodiment of the present invention；
Fig. 2 is analytic hierarchy process (AHP) multilayered structure model provided in an embodiment of the present invention；
Fig. 3 is customer satisfaction score provided in an embodiment of the present invention and customer satisfaction present score contrast curve chart；
Specific embodiment
Firstly, it is necessary to which explanation, illustrates specific structure of the invention, feature and excellent for by way of example below Point etc., however what all descriptions were intended merely to be illustrated, and should not be construed as to present invention formation any restrictions.This Outside, any single technical characteristic for being described by or implying in each embodiment mentioned by this paper, still can be in these technologies spy Continue any combination between sign (or its equivalent) or delete, to obtain the sheet that may do not referred to directly herein More other embodiments of invention.Term used herein above be should be noted that merely to describing specific embodiment, and Not intended to limit is according to the illustrative embodiments of the application.As used herein, unless the context clearly indicates otherwise, Otherwise singular is also intended to include plural form, in addition, term " includes " and " having " and their any deformation, it is intended that Be to cover it is non-exclusive include, for example, containing the process, method, system, product or equipment of a series of steps or units not Those of be necessarily limited to be clearly listed step or unit, but may include be not clearly listed or for these processes, side The intrinsic other step or units of method, product or equipment.
It should be noted that in the absence of conflict, the features in the embodiments and the embodiments of the present application can phase Mutually combination.
Embodiment 1
A kind of power supply enterprise's customer satisfaction appraisal procedure, includes the following steps:
S1, according to the factor of American Customer Satisfaction Index model (ACSI) analyzing influence customer satisfaction, to establish Power supply enterprise's ' Satisfaction Index system.The structure of the model is as shown in Figure 1."+" indicates that two indices are positively correlated, "-" Indicate that two indices are negatively correlated, " +/- " expression, which properly handles client, which to be complained, can improve customer loyalty, at unreasonable complaint Reason mode can reduce customer loyalty.The customer satisfaction model for using for reference ACSI model structure and other industry, does not consider the amount of being difficult to Customer satisfaction first class index can be divided into quality perception, value perception and complain perception three by the customer loyalty index of change Two-level index, each customer satisfaction two-level index are made of several customer satisfaction three-level indexs.Wherein, customer satisfaction First class index includes customer satisfaction comprehensive assessment score, and customer satisfaction two-level index and customer satisfaction three-level index are specific It is as shown in table 1:
1 power supply enterprise's ' Satisfaction Index of table
S101, customer satisfaction survey questionnaire is formulated according to the index system of foundation, to target variable assignment, and determined every The weight of a target variable obtains existing customer satisfaction investigation questionnaire result by being investigated client, to obtain visitor Family satisfaction present score；
Specifically, customer satisfaction two-level index and customer satisfaction three-level index formation questionnaire in table 1 are pressed Hundred-mark system counts the satisfaction of power consumer, the investigation option of each three-level index can be divided into it is dissatisfied, relatively dissatisfied, one As, it is relatively satisfactory, satisfied, respectively correspond 20 points, 40 points, 60 points, 80 points, 100 points, then determine that each customer satisfaction three-level refers to Corresponding weight is marked, weight is multiplied with customer satisfaction three-level index score, and adds up, and obtains corresponding customer satisfaction second level Index score, then determine the corresponding weight of each customer satisfaction two-level index, weight and customer satisfaction two-level index score It is multiplied, and adds up, finally obtain customer satisfaction first class index score.Using three layers of the analytic hierarchy process (AHP) in subjective estimate method point Construct the weight model of index.When promoting degree imparting weight to each index benefit, using the method assignment of subjective and objective combination.
Wherein, analytic hierarchy process (AHP) basic thought is: first according to the property of decision-making problem of multi-objective and overall goal, asking Topic essence is decomposed by hierarchical structure, the hierarchical structure for from bottom to top passing rank is constituted, then according to constraint condition and portion Door etc. carrys out evaluation of programme, to determine judgment matrix with the method compared two-by-two, then the Maximum characteristic root of judgment matrix is corresponding The component of feature vector is as corresponding coefficient, finally comprehensive each respective weight of scheme (degree of priority) out；It is mainly implemented Steps are as follows:
1) factor included in analysis and evaluation system is first had to, according to the interrelated influence between factor and is subordinate to pass System forms a multi-level structural model by each factor by different levels aggregation combination.Specific multilayered structure model is such as Shown in Fig. 2.
2) degree of correlation between adjacent hierarchical elements is determined in the above hierarchical structure.By construct two-by-two multilevel iudge matrix and The mathematical method of matrix operation determines that for some element of a upper level, element associated therewith is important in this level Property sequence -- relative weighting.General judgment matrix provides the comparison scale between two two indexes using expert, judges by consistency The weight of this layer of index is obtained using feature vector method afterwards.
3) each layer element is calculated to the synthetic weight of aims of systems, is always sorted, to determine in hierarchy Model most Significance level in the general objective of each element of bottom, and the comprehensive weight of scheme is calculated.
4) evaluation goal index value nondimensionalization, establishes index value aggregate model, and the evaluation of estimate of Calculation Estimation object is gone forward side by side Row sequence.
S102, ' Satisfaction Index score historical data is collected, data is divided by least-squares regression approach Analysis, obtains customer satisfaction dynamic score；
S2, power supply enterprise's customer satisfaction assessment models are established
By distributing weight to customer satisfaction present score and customer satisfaction dynamic score, power supply enterprise client is obtained Satisfaction assessment model；
Wherein, power supply enterprise's customer satisfaction assessment models are formula (1):
S=α s1+βs2 (1)
In formula: s1For customer satisfaction present score；s2For customer satisfaction dynamic score；α, which is that customer satisfaction is current, to be obtained The weight divided；β is the weight of customer satisfaction dynamic score.In the present embodiment, middle view customer satisfaction present score and visitor Family satisfaction dynamic score is of equal importance, therefore α, β are assigned a value of 0.5.
Wherein, the analysis method of the customer satisfaction dynamic score are as follows:
According to power supply enterprise's ' Satisfaction Index system, definition vector y (k)=[y1(k), y2(k)…yiIt (k)] is the K customer satisfaction two-level index score vector, yiIt (k) is i-th of two-level index score；Definition vector x (k)=[x1(k), x2(k)…xj(k)] the customer satisfaction three-level index score vector obtained for kth time statistics, xjIt (k) is j-th of three-level index Score, then customer satisfaction dynamic score s2Are as follows:
Y (k+1)=w2x(k+1) (2)
s2=w22y(k+1) (3)
In formula, w2The weight matrix of two-level index, w are corresponded to for dynamic customer satisfaction three-level index22It is full for dynamic customer Meaning degree two-level index corresponds to the weight matrix of first class index, and y (k+1), x (k+1) calculate to obtain by preceding k historical data, Reckoning process is as follows:
According to stochastic systems theory, equally distributed random process δ on coefficient matrices A (k) and [0,1] section is defined And corresponding strength factor B (k), respectively indicate the variation coefficient and random error of power customer satisfaction index, then obtain as Drag:
X (k+1)-x (k)=A (k) x (k)+B (k) δ (4)
The variation for analyzing three-level index, obtains the variation of two-level index and first class index by formula (2), then has:
Y (k+1)-y (k)=w2(x(k+1)-x(k)) (5)
Wherein, coefficient matrices A (k) and equally distributed random process δ on [0,1] section are defined (it should be noted that can Random process is simulated to generate the random number δ in restriction range using computer) and corresponding strength factor B (k), difference table Show the variation coefficient and random error of power customer satisfaction index；
Further, the coefficient matrices A (k) and corresponding strength factor B (k) use multiple linear partial regression analysis side Method obtains, and specific solution procedure is as follows:
Assuming that there is m independent variable x (k)=[x1(k), x2(k)…xjAnd n dependent variable y (k)=[y (k)]1(k), y2 (k)…yi(k)], k sample value is obtained by k test；
Then:
It is the sample data matrix of independent variable, corresponding customer satisfaction three-level index obtains Sub-matrix；
It is the sample data matrix of dependent variable, corresponding customer satisfaction two-level index obtains Sub-matrix；
Multivariate statistical projection method transformation is carried out to argument data matrix and dependent variable data matrix, establishes the linear of X and Y Rectangular projection relationship:
1) correlativity of X and Y is very weak
If the correlation between each variable is very weak, with classical polynary least-squares regression approach, it may be assumed that
Wherein θ is the parameter matrix of model, A (k), E in corresponding (4)r=B (k) δ model error random matrix.
2) correlativity of X and Y is very strong
When between each variable of X and Y there are when more serious correlativity, i.e. order rank (XTX)≤m, (m is three-level index Number, in the present embodiment for 20), then (XTX)-1Be not present or lithosphere be unusual so that least square will lead to it is unreliable Model parameter need to calculate Parameters in Regression Model using the deflected secondary air based on pivot analysis in this case.
In order to realize handling without relatedization for independent variable matrix, X is decomposed into the sum of the apposition of m vector, it may be assumed that
Wherein, tmReferred to as score vector or pivot, pmReferred to as load vector；
Enable T=[t1, t2…tm] it is score matrix, P=[p1, p2…pm] it is matrix of loadings, then formula (7) is writeable are as follows:
X=TPT (8)
Score vector and load vector are suitably selected during above-mentioned matrix decomposition, is allowed to meet condition: 1. each to obtain It is orthogonal for dividing between vector；2. be between each load vector orthogonal and each load vector field homoemorphism be 1, then can obtain It arrives:
tm=Xpm (9)
This illustrates that score vector is actually data matrix X in the corresponding load vector direction of this score vector Projection, vector tmMould reflect the level of coverage on direction, if the component in T is sorted according to the size of mould, It will carry out following pivot decomposition:
Wherein, E is resolution error matrix, represents X in pk+1, pk+2…pmVariation in load direction, general k < < m are real Now to the dimension-reduction treatment of X, adverse effect of the Removing Random No to X has the principal component model of data matrix:
Feature vector analysis is carried out to the covariance matrix XTX of X in fact, carrying out pivot analysis to matrix X and being equivalent to, Process can be realized by the singular value decomposition of matrix X.
Consider the correlation of each component in dependent variable simultaneously, then can be used deflected secondary air to two data matrixes into Row pivot is decomposed, it may be assumed that
In formula: the resolution error matrix that matrix of loadings that score pivot matrix that T is X, P are X, E are X；U is the score of Y The resolution error matrix that matrix of loadings that pivot matrix, Q are Y, F are Y.
Linear regression is carried out to the pivot T of the pivot U and data matrix X of data matrix Y to obtain:
U=T θT+H (13)
In formula, H is linear regression constant term.
Thus:
Y=T θ ' QT+ F=XP θ ' QT+F (14)
Wherein, regression parameter is θ=P θ ' QT, i.e. A (k)=θ, F=B (k) δ.
Further, the analysis method of the customer satisfaction present score are as follows:
According to power supply enterprise's ' Satisfaction Index system, definition vector y (k)=[y1(k), y2(k)…yiIt (k)] is the K customer satisfaction two-level index score vector, yiIt (k) is i-th of two-level index score；Definition vector x (k)=[x1(k), x2(k)…xj(k)] the customer satisfaction three-level index score vector obtained for kth time statistics, xjIt (k) is j-th of three-level index Score, then customer satisfaction present score s1:
Y (k)=w1x(k) (15)
s1=w12y(k) (16)
In formula, w1The weight matrix of two-level index is corresponded to for existing customer satisfaction three-level index； w12It is full for existing customer Meaning degree two-level index corresponds to the weight matrix of first class index；
As an example, in the present embodiment, ' Satisfaction Index score data (as shown in table 2) is obtained by statistics: It is obtained including the past period customer satisfaction three-level index score data (preceding 19 row) and existing customer satisfaction three-level index Divided data (the 20th row)；Customer satisfaction present score s is solved according to formula (15), (16)1；According to customer satisfaction history number According to determining undetermined parameter A (k) in dynamic model and B (k) according to multiple linear partial regression analysis method, recycle the 19th time Customer satisfaction counts three-level index, obtains the 20th customer satisfaction dynamic three-level index by formula (4), then utilizes the 19th Secondary customer satisfaction counts two-level index, obtains the 20th customer satisfaction dynamic secondary index by formula (5), and then pass through Formula (2) (3) calculates customer satisfaction dynamic score s2, in conjunction with the above-mentioned s being calculated1And s2, it is full that client is solved using formula (1) Meaning degree score s, customer satisfaction score and customer satisfaction present score are compared, Fig. 1 is obtained, can from figure Out, there are deviations for customer satisfaction present score and customer satisfaction score, this is because user psychology is by last time power supply enterprise The reason and enterprise that industry service quality influences provide the delay effect of service, are then that customer satisfaction obtains in reflection to curve Split-phase is smaller and more steady compared with the fluctuation of customer satisfaction present score curve, and therefore, power supply enterprise should not only pay close attention to each time For the service that client provides, it should also focus on the influence after serviced to customer satisfaction.
Power supply enterprise's customer satisfaction score appraisal procedure proposed by the present invention can not only quantify single client satisfaction As a result, quantitative target is quantified as score, additionally it is possible to combine historical statistical data and current statistical data, really be transported from enterprise The wind of power supply enterprise comments public praise from the point of view of battalion, the preferable psychology for simulating customer electricity, and relatively accurate obtains power supply enterprise Industry customer satisfaction scores.
2 power supply enterprise's customer satisfaction score three-level 20 statistical results of index of table
Above embodiments describe the invention in detail, but content is only the preferred embodiment of the present invention, no It can be believed to be used to limit the scope of the invention.Any changes and modifications in accordance with the scope of the present application, It should still fall within the scope of the patent of the present invention.

Claims (3)

1. a kind of power supply enterprise's customer satisfaction appraisal procedure, characterized by the following steps:
S1, the factor that customer satisfaction is influenced according to American Customer Satisfaction Index model analysis, it is full to establish power supply enterprise client Meaning degree index system, wherein customer satisfaction is scored at first class index, and first class index is by several customer satisfaction two-level index It constitutes, each customer satisfaction two-level index is made of several customer satisfaction three-level indexs；
S101, customer satisfaction survey questionnaire is formulated according to the index system of foundation, to target variable assignment, and determines each finger The weight for marking variable, obtains existing customer satisfaction investigation questionnaire result by being investigated client, so that it is full to obtain client Meaning degree present score；
S102, the historical data for collecting ' Satisfaction Index score, analyze data by least-squares regression approach, Customer satisfaction dynamic score is obtained, wherein method particularly includes: according to power supply enterprise's ' Satisfaction Index system, definition vector Y (k)=[y1(k), y2(k)…yiIt (k)] is the customer satisfaction two-level index score vector of kth time, yiIt (k) is i-th of second level Index score；Definition vector x (k)=[x1(k), x2(k)…xj(k)] the customer satisfaction three-level index obtained for kth time statistics Score vector, xjIt (k) is j-th of three-level index score, then customer satisfaction dynamic score s2Are as follows:
Y (k+1)=w2x(k+1)(1)
s2=w22y(k+1)(2)
In formula, w2The weight matrix of two-level index, w are corresponded to for dynamic customer satisfaction three-level index22For dynamic customer satisfaction Two-level index corresponds to the weight matrix of first class index, and y (k+1), x (k+1) calculate to obtain by preceding k historical data, calculates Process is as follows:
According to stochastic systems theory, equally distributed random process δ and phase on coefficient matrices A (k) and [0,1] section are defined The strength factor B (k) answered respectively indicates the variation coefficient and random error of power customer satisfaction index, then obtains such as lower die Type:
X (k+1)-x (k)=A (k) x (k)+B (k) δ (3)
The variation for analyzing three-level index, obtains the variation of two-level index and first class index by formula (1), then has:
Y (k+1)-y (k)=w2(x(k+1)-x(k)) (4)
Wherein, the coefficient matrices A (k) and corresponding strength factor B (k) are inclined using multiple linear according to preceding k historical data Regression analysis obtains, and random process δ is obtained by random assignment；
S2, power supply enterprise's customer satisfaction assessment models are established
By distributing weight to customer satisfaction present score and customer satisfaction dynamic score, power supply enterprise's customer satisfaction is obtained Spend assessment models；
Wherein, power supply enterprise's customer satisfaction assessment models are formula (5):
S=α s1+βs2 (5)
In formula: s1For customer satisfaction present score；s2For customer satisfaction dynamic score；α is customer satisfaction present score Weight；β is the weight of customer satisfaction dynamic score.
2. a kind of power supply enterprise's customer satisfaction appraisal procedure according to claim 1, it is characterised in that: the client is full The analysis method of meaning degree present score are as follows:
According to power supply enterprise's ' Satisfaction Index system, definition vector y (k)=[y1(k), y2(k)…yiIt (k)] is kth time Customer satisfaction two-level index score vector, yiIt (k) is i-th of two-level index score；Definition vector x (k)=[x1(k), x2 (k)…xj(k)] the customer satisfaction three-level index score vector obtained for kth time statistics, xj(k) it is obtained for j-th of three-level index Divide, then customer satisfaction present score s1:
Y (k)=w1x(k) (6)
s1=w12y(k) (7)
In formula, w1The weight matrix of two-level index is corresponded to for existing customer satisfaction three-level index；w12For existing customer satisfaction Two-level index corresponds to the weight matrix of first class index.
3. a kind of power supply enterprise's customer satisfaction appraisal procedure according to claim 1 or 2, it is characterised in that: the visitor Family satisfaction first class index includes customer satisfaction comprehensive assessment score；The customer satisfaction two-level index includes qualitative perception Know, be worth perception and complain perception；The quality perception includes power supply reliability, rate of qualified voltage, meter reading accuracy, electricity charge electricity Valence transparency, business hall facilities environment satisfaction, staff's professional skill, work efficiency satisfaction, working process degrees of overtness, Staff's attitude satisfaction, staff reply speed, repair personnel reaches live promptness rate, repairing speed is satisfied Degree, industry expand service time limit compliance rate, power off notifying to family rate, technical advice satisfaction, network information publication satisfaction three-level and refer to Mark, the value perception includes electric power cost performance satisfaction, electricity price and the satisfied degree three-level index of other energy prices, described Complain that perception includes power supply repairing the rate of complaints, complaint response speed, complaint handling result satisfaction three-level index.
CN201910507912.0A 2019-06-12 2019-06-12 A kind of power supply enterprise's customer satisfaction appraisal procedure Pending CN110322121A (en)

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Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN111695819A (en) * 2020-06-16 2020-09-22 中国联合网络通信集团有限公司 Method and device for scheduling seat personnel
CN112069450A (en) * 2020-10-07 2020-12-11 武汉筑信科技有限公司 Multi-object structural equation model calculation technology based on interactive projection between convex sets
CN112116238A (en) * 2020-09-16 2020-12-22 深圳市维度统计咨询股份有限公司 Satisfaction evaluation method based on index weight system design
CN116050909A (en) * 2023-01-31 2023-05-02 苏州众言网络科技股份有限公司 Customer experience bidirectional attribution system, method, electronic equipment and storage medium

Cited By (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN111695819A (en) * 2020-06-16 2020-09-22 中国联合网络通信集团有限公司 Method and device for scheduling seat personnel
CN111695819B (en) * 2020-06-16 2023-06-02 中国联合网络通信集团有限公司 Seat personnel scheduling method and device
CN112116238A (en) * 2020-09-16 2020-12-22 深圳市维度统计咨询股份有限公司 Satisfaction evaluation method based on index weight system design
CN112069450A (en) * 2020-10-07 2020-12-11 武汉筑信科技有限公司 Multi-object structural equation model calculation technology based on interactive projection between convex sets
CN116050909A (en) * 2023-01-31 2023-05-02 苏州众言网络科技股份有限公司 Customer experience bidirectional attribution system, method, electronic equipment and storage medium

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