多元线性回归和聚类算法在客户投诉分析中的应用

Application of Multiple Linear Regression and Clustering Algorithm in Customer Complaint Analysis

引发电力客户投诉的因素有很多,利用大数据分析方法分析电力行业客户投诉行为,是一种提高供电服务水平的重要手段。以某地区客户投诉数据为例,利用逐步线性回归模型分析了客户投诉数量和相关因素之间的关系,然后利用ward聚类对投诉原因进行了归纳分类。分析结果表明,该方法能有效地分析出客户投诉类型和投诉时间分布规律,分析结果对供电企业改进客户服务工作有一定的指导意义。

There are lots of factors that cause the customer complaints of electricity customers.Analyzing electricity customer complaint behaviors by using bid data analysis method is an important measure to improve the power supply service level.By taking customer complaint data from a certain area as an example,the linear regression model is used to analyze the relation between the number of customer complaints and relevant factors.Then reasons of complaints are induced and classified by ward clustering.Analysis results show that the method can effectively analyze the regulations of types and times of customer complaints and analysis results have some guiding significance to the improvement of customer service in power supply enterprises.