Analysis of Complaints in Power Services based on Grey Relational Analysis and Boston Matrix

Reducing customer complaints is of great significance to the power companies on improving their own power services and enhancing their competitiveness in the consumer-oriented electricity market. Based on the data of the 95598 customer service center of a provincial power company in recent years, this paper uses grey relational analysis to calculate the grey sequence between each problem and the complaint, and obtains the relation between the complaint and the influencing factors from the angle of quantitative analysis. This paper constructs a complaint analysis model combined with Boston matrix and gives specific application examples. It is of great significance on reducing the incidence and effective prevention of power customer complaints by using data mining technology to explore the causes of customer complaints and propose corresponding solutions.