山西临汾供电公司：创新服务模式提升客户满意度 诉求处置效率显著提升

Core Insights - The company has implemented a pre-reporting mechanism for non-power company property equipment, enhancing customer experience and reducing pressure on grassroots workers, leading to improved service efficiency [1] - In the first half of 2025, the company reported a 38.71% year-on-year decrease in service issue requests and a 0.2 percentage point increase in customer satisfaction [1] Group 1 - The company utilizes data-driven approaches to provide precise services, analyzing big data from five key types of work orders over the past three years to create a demand heatmap [2] - A total of 394 important matters were reported in the first half of the year, representing a 128.78% year-on-year increase, significantly reducing duplicate requests and unsatisfactory work orders [2] - The company has integrated policy consultation requests into an intelligent response support system, achieving a first-response rate of 99.54% for customer inquiries, thereby enhancing service quality and customer experience [2] Group 2 - The company has implemented a tiered assessment system for the 95598 feedback work order business, categorizing it into eight business scenarios and establishing measures to improve assessment accuracy and reduce pressure on service personnel [2] - Future plans include further deepening the digital transformation of services through technological innovation and management optimization to continuously enhance power supply service quality [2]