Abstract:The customer satisfaction reflects the matching degree of customer expectation and customer experience, which is an important index to evaluate customer service quality. In the research of customer satisfaction, the most important is to obtain the real customer satisfaction evaluation results and to analyze the key factors that cause the dissatisfaction. Based on the real business data accumulated by the power customer service, this paper puts forward a method of judging customer satisfaction score with the layered structure. The method is closely related to the actual data, whose logic is progressively progressive, linking the evaluation of customer satisfaction with specific business processes, transforming fuzzy satisfaction evaluation into intuitive satisfaction score, the research technology route is put forward. And then, a practical case study is applied to transform the satisfaction score of the extracted actual business data, where uses R language to excavate the underlying reason of low customer satisfaction. The proposed method highlights the comprehensiveness of the power customer service evaluation, and objectively reflects the quality of service from the perspective of user experience, which has practical application value.