A Developed Association Rule Model Applied in Electric Energy Customer Service Analysis

With the further market reform of electric power industry, customer-oriented marketing concept has been more and more important in electric power enterprises. After doing research on customer service data of an electric power enterprise, we pick up some key factors which might be related to customer satisfaction, and utilize a developed association rule model to mine association rules between these key factors and customer satisfaction, which reflects the close relationship between them. Furthermore, we design metrics that can reflect the changing trend of rule confidence, which helps business officers have an insight into how these factors influence customer satisfaction as time goes on, to effectively improve customer service quality and then win praise of customers. As practical experiments prove, this method can fulfill the goal very well.