供电可靠性与客户满意度关系研究及应用实例

Correlation Between Power Supply Reliability and Customer Satisfaction

供电可靠性与客户满意度的研究开展是树立以服务意识为导向,有效优化供电投资的最佳手段之一。目前电网投资主要以优化可靠性为主,建立客户满意度和供电可靠性之间的关系,有助于制定差异化的可靠性投资策略。运用层次分析法给出了客户满意度的测评模型,运用分段三次Hermite插值法拟合各类型客户满意度与可靠性的关系曲线,并运用K-均值聚类分析法对散点图进行聚类分析,最终得到客户满意度与停电时间及次数的关系曲线。

The research of power supply reliability and customer satisfaction is one of the best means to set up the service-oriented consciousness,and effectively optimize power supply investment. At present power grid investment focuses on the reliability optimization; therefore,establishing favorable relation between customer satisfaction and power supply reliability can be helpful to make differentiated investment strategies. Use analytic hierarchy process( AHP) to formulate the model for customer satisfaction evaluation; apply the method of piecewise cubic Hermite interpolation to fit the curve of customer satisfaction types and reliability; adopt k- average clustering analysis method for a scattered graph clustering analysis. Finally the curves of customer satisfaction and outage time and frequency are achieved.