Big Data Analysis Model of Power Customer Satisfaction Based on ANP

Customer satisfaction which reflects the matching degree between customer expectation and experience, is an important index to evaluate the quality of customer service. In this paper, a multi-layer evaluation system based on RATER index is constructed by using the network Analytic Network Process (ANP), and a big data analysis model of customer satisfaction based on business data is proposed. The model is input with the actual business data. Real-time analysis of customer satisfaction can be achieved, and it can be used as an algorithm model to support the process of big data analysis. This model overcomes the problem that the modeling method is relatively simple in customer satisfaction evaluation. And it solves the problem that the original data usually comes from the questionnaire that can not reflect the change of customer satisfaction in real time. The practical example verifies the practicability and effectiveness of the proposed model in the evaluation of electric power service satisfaction.