According to the central idea of the national power grid three-set and five systems and the requirements of unified operation, optimizing the complaint process and reducing the rate of customer complaints is an urgent problem to be solved by the provincial power companies.In order to meet the increasing customer service demand, complaints work orders are analyzed with big data as basis.Combined with status of electric companies, it grabs complaints job important links and information, finds the relationship among the key aspects, carries out special research work to form a set of management measures to improve the service quality of the electric power company in order to realize comprehensive improvement of customer satisfaction.