Customer complaints refer to a kind of demand that customers express strong dissatisfaction with the services provided by the company . Customer complaints’ purpose is to make the company take corresponding measures to improve the services and solve the problems reflected through complaints. Providing quality service is the commitment of State Grid Corporation of China (SGCC) to its customers. 95598 hotline is a public service telephone number for the national power system. 95598 hotline is an effective way for customers to reflect their real demands and solve service problems , .
It is also a powerful measure for SGCC to continuously improve its management level and service capability. In response to electric power customer complaints, SGCC has compiled “The handling regulation of power supply service complaints”, which clearly stipulates the matters about how to deal with electric power customer complaints for power supply company employees. Customer complaints contain a lot of intrinsic feature information, including customer demands, service defects and management weaknesses -. Analysis of customer complaint data can effectively identify service shortcomings and provide guidance for improving the weak points of power supply business , . It will help power supply companies effectively reduce service problems and the number of customer complaints. This paper analyzes the complaint behaviors of electric power customers 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.
From January 2015 to December 2017, EZ power supply company received a total of 547 complaints from 95598 hotline. In this section, these 547 complaints are analyzed from time aspect. A.Monthly Distribution Fig. 4 shows the monthly distribution of 547 complaints from EZ power supply company. July and August are the two months with the most complaints in the year. February is the month with the least complaints in the year. The complaints in July and August are mainly due to frequent blackouts, which are 42 and 48 respectively, accounting for 44.7% and 49.0% of the total complaints in the month. The total number of complaints in January, July, August and December is 319, accounting for 51.29% of the complaints in the whole year.
B.Weekly Distribution Fig. 5 shows the weekly distribution of 547 complaints from EZ power supply company. Wednesday is the day with the largest number of complaints in a week. The complaints in Wednesday are mainly due to frequent blackouts, a total of 33 complaints, accounting for 30% of Wednesday’s complaints. The number of complaints drops over the weekend, and Sunday has the least complaints in the week.
C.Daily Distribution Fig. 6 shows the daily distribution of 547 complaints from EZ power supply company. The complaints peak in several days in a month.
D.Hourly Distribution The Hourly distribution of 547 complaints from EZ power supply company is shown as Fig. 7. 9:00 and 20:00 are the peak time. The complaints begin to show an obvious upward trend at 6:00 and reach a peak at 9:00, and then show a downward trend from 9:00 to 14:00. The complaints show an upward trend from 16:00 to 20:00, and then show a significant downward trend after 20:00. Code Shoppy
Fig. 8 shows complaint contents and its hourly distribution. Power supply reliability complaints mainly focus on 8:00 to 12:00 and 17:00 to 22:00, of which the night is more obvious, mainly caused by frequent blackouts due to line fault trips. The complaints of service behavior are mainly concentrated in 9:00 and 12:00. The complaints of business expansion are mainly concentrated in 9:00. The complaints of meter-reading and payment-collection rise from 7:00 to 10:00 and reach the peak at 10:00. The complaints of power construction are mainly concentrated in 8:00 to 10:00.
Customer complaints contain a lot of intrinsic feature information, such as customer demand, service defects, management weaknesses, etc. The data of electric power customer complaints from EZ power supply company in Hubei Province from January 2015 to May 2018 is 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 are proposed as follows: (1) Frequent blackouts complaints are the hotspot of current complaints from EZ power supply company. And fault blackouts are the main reason for frequent blackouts complaints. Firstly, lines with frequent faults should be strengthened and upgraded, especially for seven 10kV lines with 8 or more frequent blackouts complaints. Secondly, the daily operation and maintenance management of distribution networks should be reinforced, focusing on 39 10kV lines with 2 or more frequent blackouts complaints. Some measures can be taken, for example eliminating the defects of distribution network equipment, clearing the tree barricades, preventing external breakage, line lightning protection, and etc. Thirdly, power outages plan should be reasonably arranged to prevent complaints caused by unreasonable planned blackouts. Fourthly, power consumption inspection of high voltage users should be strengthened to reduce the outage of 10kV lines caused by user equipment failure. (2) The complaints about business, service and power grid construction mainly focus on service attitudes and personnel violations. Among them, there are 158 complaints about service attitudes and personnel violations, accounting for 25.40% of 622 complaints. Firstly, the training of employees should be strengthened to enhance their service awareness and attitude. Secondly, the reward and punishment mechanism for service work should be improved. Service behavior should be standardized. The behavior, such as barbaric payment-collection, illegal charges, unauthorized signing of electricity fee settlement agreements without the consent of customers, should be avoided. (3) The total number of complaints from five power supply stations is 256, accounting for 41.16% of 622 complaints. The capital investment in these five power supply stations should be increased to enhance the infrastructure construction and operation and maintenance of distribution network. The human resources management should be optimized to improve gridding services and enhance the quality of service capabilities.