Measures to Reduce the Risk of Public Opinion of Power Customers Based on Computer Network Monitoring

This paper introduces measures and methods for using computer network monitoring to reduce the risk of public opinion of power customers. By combing through 28 records of public opinion on power supply services received and handled promptly by State Grid Corporation of Liaoning Province in the fourth quarter of 2021, the paper finds that 9 reasons for the risk of public opinion of power customers are insufficient active service by the personnel, inadequate publicity by customer service personnel, lack of training by service personnel, few early warning reports by personnel, lack of business dedicated handling personnel, lack of clear system standards, lack of accurate ledgers, lack of system monitoring and the long warning time in manual mode. It also found 7 measures to use computer networks to carry out proactive services, apply computer networks to strengthen publicity, use online learning platforms to strengthen customer service personnel training, use computer networks to strengthen early warning analysis, establish a sound public opinion management system, improve the work plan for early warning of service public opinion and major service events based on computer networks, and establish a power supply service public opinion ledger. Its field application substantially reduces the risk of public opinion of power customers.