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["2023年客服投诉清单各地市投诉率情况（管理端-移网质量类）"]
["地市","1日","2日","3日","4日","5日","6日","7日","8日","9日","10日","11日","12日","13日","14日","15日","16日","17日","18日","19日","20日","21日","投诉总量","用户数","目前万投率","本月预测","目标值","与目标差距","地市"]
["保定",21,38,35,28,19,36,28,25,24,36,27,21,44,32,18,21,14,19,26,25,22,559,248.74,{"$f":"W3/X3","v":2.24732652568947},{"$f":"Y3*31/21","v":3.31748201411303},4.3,{"$f":"Z3-AA3","v":-0.982517985886965},"保定"]
["沧州",29,24,22,19,30,17,35,24,29,30,18,17,21,22,20,23,22,26,24,14,26,492,232.6,{"$f":"W4/X4","v":2.1152192605331},{"$f":"Y4*31/21","v":3.12246652745363},4.2,{"$f":"Z4-AA4","v":-1.07753347254637},"沧州"]
["承德",18,18,11,10,9,12,10,8,10,10,3,7,10,8,10,4,16,8,15,15,11,223,101.81,2.19035458206463,3.23338057352398,4.2,-0.966619426476023,"承德"]
["邯郸",11,13,15,12,9,40,26,27,18,29,33,30,20,39,23,24,39,19,33,22,31,513,272.58,1.88201628879595,2.77821452155593,4.1,-1.32178547844407,"邯郸"]
["衡水",12,13,14,12,18,24,23,10,16,15,16,12,12,16,9,17,10,12,12,14,7,294,153.94,1.9098350006496,2.81928023905418,3.2,-0.380719760945823,"衡水"]
["廊坊",6,19,10,16,23,35,31,25,23,26,22,10,30,17,40,14,17,9,16,22,19,430,163.1,2.6364193746168,3.89185717205337,4.4,-0.508142827946629,"廊坊"]
["秦皇岛",8,15,18,14,17,12,9,10,13,12,13,20,13,10,16,10,10,18,12,5,10,265,103.12,2.56982156710628,3.79354612287118,4.1,-0.306453877128819,"秦皇岛"]
["石家庄",58,46,54,35,23,78,87,69,64,77,84,42,65,68,74,92,68,66,33,61,58,1302,364.87,3.56839422259983,5.26762956669499,4.5,0.767629566694987,"石家庄"]
["唐山",19,35,47,23,15,35,37,23,31,43,29,21,24,35,35,25,31,20,13,29,35,605,243.52,2.48439553219448,3.66744102371566,4.3,-0.632558976284337,"唐山"]
["邢台",14,24,16,9,20,27,28,12,23,30,22,13,29,19,20,21,19,13,4,19,14,396,175.97,2.25038358811161,3.32199482054571,3.8,-0.47800517945429,"邢台"]
["雄安",9,10,6,7,null,10,2,4,6,7,4,null,3,4,2,2,5,2,3,7,4,97,25.59,3.79054318093005,5.59556374327769,5.7,-0.104436256722306,"雄安"]
["张家口",9,13,19,11,5,7,10,5,6,15,12,6,5,13,7,10,12,4,7,11,16,203,96.37,2.10646466742762,3.1095430804884,4.2,-1.0904569195116,"张家口"]
["全省",214,268,267,196,188,333,326,242,263,330,283,199,276,283,274,263,263,216,198,244,253,5379,2182.21,2.46493233923408,3.63870964363126,4.2,-0.56129035636874,"总计"]
[]
[{"$nulls":23},"每月取一次","W4/X4","Y列平均×月天数","月固定值，有单独表","Z-AA"]

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["邯郸",24,31,0.0521739130434783,0.0604288499025341,7,0.00825493685905585,{"$nulls":4},"沧州",452,492,"沧州",24,28,{"$f":"P5/M5","v":0.0530973451327434},{"$f":"Q5/N5","v":0.0569105691056911},{"$f":"Q5-P5","v":4},{"$f":"S5-R5","v":0.00381322397294769}]
["衡水",7,9,0.0256410256410256,0.0306122448979592,2,0.00497121925693354,{"$nulls":4},"承德",197,223,"承德",12,14,0.0609137055837563,0.062780269058296,2,0.00186656347453962]
["沧州",24,28,0.0530973451327434,0.0569105691056911,4,0.00381322397294769,{"$nulls":4},"邯郸",460,513,"邯郸",24,31,0.0521739130434783,0.0604288499025341,7,0.00825493685905585]
["廊坊",13,16,0.0334190231362468,0.0372093023255814,3,0.00379027918933461,{"$nulls":4},"衡水",273,294,"衡水",7,9,0.0256410256410256,0.0306122448979592,2,0.00497121925693354]
["石家庄",66,76,0.0557903634826712,0.0583717357910906,10,0.00258137230841946,{"$nulls":4},"廊坊",389,430,"廊坊",13,16,0.0334190231362468,0.0372093023255814,3,0.00379027918933461]
["承德",12,14,0.0609137055837563,0.062780269058296,2,0.00186656347453962,{"$nulls":4},"秦皇岛",250,265,"秦皇岛",18,19,0.072,0.0716981132075472,1,-0.000301886792452827]
["邢台",17,19,0.046831955922865,0.047979797979798,2,0.00114784205693296,{"$nulls":4},"石家庄",1183,1302,"石家庄",66,76,0.0557903634826712,0.0583717357910906,10,0.00258137230841946]
["秦皇岛",18,19,0.072,0.0716981132075472,1,-0.000301886792452827,{"$nulls":4},"唐山",541,605,"唐山",23,32,0.0425138632162662,0.0528925619834711,9,0.0103786987672049]
["张家口",9,10,0.0511363636363636,0.0492610837438424,1,-0.00187527989252127,{"$nulls":4},"邢台",363,396,"邢台",17,19,0.046831955922865,0.047979797979798,2,0.00114784205693296]
["保定",37,38,0.072265625,0.0679785330948122,1,-0.00428709190518783,{"$nulls":4},"雄安",86,97,"雄安",6,6,0.0697674418604651,0.0618556701030928,0,-0.00791177175737233]
["雄安",6,6,0.0697674418604651,0.0618556701030928,0,-0.00791177175737233,{"$nulls":4},"张家口",176,203,"张家口",9,10,0.0511363636363636,0.0492610837438424,1,-0.00187527989252127]
["全省",256,298,0.0524375256042606,0.0554006320877487,42,0.0029631064834881,{"$nulls":4},"全省",4882,5379,"全省",256,298,0.0524375256042606,0.0554006320877487,42,0.0029631064834881]
[]
[{"$nulls":15},"重复投诉工单--单用户+地市在当月第二次及以上的投诉",{"$nulls":4},"S-R"]

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["廊坊",430,196,0.455813953488372,null,null,"廊坊",53.1478409090965,55.5279890180884,2.3801481089919,null,null,null,"承德",223,26,0.116591928251121,null,"承德",19.8049166666621,24.3515084703493,4.5465918036872]
["石家庄",1302,581,0.446236559139785,null,null,"邯郸",57.9148859903379,51.6635596707895,-6.2513263195484,null,null,null,"邯郸",513,218,0.42495126705653,null,"邯郸",57.9148859903379,51.6635596707895,-6.2513263195484]
["邯郸",513,218,0.42495126705653,null,null,"秦皇岛",39.5193498606101,48.5790450733748,9.0596952127647,null,null,null,"衡水",294,89,0.302721088435374,null,"衡水",37.7794452335861,33.3599839380192,-4.4194612955669]
["秦皇岛",265,110,0.415094339622642,null,null,"张家口",38.3597976815409,45.0026532567067,6.6428555751658,null,null,null,"廊坊",430,196,0.455813953488372,null,"廊坊",53.1478409090965,55.5279890180884,2.3801481089919]
["张家口",203,81,0.399014778325123,null,null,"石家庄",52.520827089237,44.3303541559946,-8.1904729332424,null,null,null,"秦皇岛",265,110,0.415094339622642,null,"秦皇岛",39.5193498606101,48.5790450733748,9.0596952127647]
["雄安",97,35,0.360824742268041,null,null,"保定",43.5308402179138,41.2811722321602,-2.2496679857536,null,null,null,"石家庄",1302,581,0.446236559139785,null,"石家庄",52.520827089237,44.3303541559946,-8.1904729332424]
["衡水",294,89,0.302721088435374,null,null,"雄安",33.566064356439,40.3742353951915,6.8081710387525,null,null,null,"唐山",605,342,0.565289256198347,null,"唐山",54.7295854062995,67.6785867768656,12.9490013705661]
["保定",559,166,0.29695885509839,null,null,"衡水",37.7794452335861,33.3599839380192,-4.4194612955669,null,null,null,"邢台",396,192,0.484848484848485,null,"邢台",50.4546725490209,56.3963194444434,5.9416468954225]
["沧州",492,131,0.266260162601626,null,null,"沧州",41.9107630860636,32.9344032294452,-8.97635985661839,null,null,null,"雄安",97,35,0.360824742268041,null,"雄安",33.566064356439,40.3742353951915,6.8081710387525]
["承德",223,26,0.116591928251121,null,null,"承德",19.8049166666621,24.3515084703493,4.5465918036872,null,null,null,"张家口",203,81,0.399014778325123,null,"张家口",38.3597976815409,45.0026532567067,6.6428555751658]
["全省",5379,2167,0.402862985685072,{"$nulls":9},"全省",5379,2167,0.402862985685072]
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[]
[]
[]
[{"$nulls":7},"审核时间-受理时间"]
[null,null,null,"是否超时办结",null,null,null,"统计小时数"]
[null,null,null,"是表示超时"]
[{"$nulls":7},"审核时间为空的情况----"]
[{"$nulls":7},"已办结的按0计算"]
[{"$nulls":7},"未办结的按归档时间-受理时间"]

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["投诉问题解决满意率（1-21）"]
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["承德",0.9018,0.88,0.0218,{"$nulls":10},"承德",0.9018,0.88,0.0218]
["邢台",0.9016,0.88,0.0216,{"$nulls":10},"邯郸",0.8976,0.88,0.0176000000000001]
["邯郸",0.8976,0.88,0.0176000000000001,{"$nulls":10},"衡水",0.9225,0.88,0.0425]
["沧州",0.8966,0.88,0.0165999999999999,{"$nulls":10},"廊坊",0.8921,0.88,0.0120999999999999]
["唐山",0.8949,0.88,0.0148999999999999,{"$nulls":10},"秦皇岛",0.8879,0.88,0.00790000000000002]
["廊坊",0.8921,0.88,0.0120999999999999,{"$nulls":10},"石家庄",0.8803,0.88,0.000299999999999967]
["秦皇岛",0.8879,0.88,0.00790000000000002,{"$nulls":10},"唐山",0.8949,0.88,0.0148999999999999]
["张家口",0.8857,0.88,0.00569999999999993,{"$nulls":10},"邢台",0.9016,0.88,0.0216]
["石家庄",0.8803,0.88,0.000299999999999967,{"$nulls":10},"雄安",0.8033,0.88,-0.0767]
["雄安",0.8033,0.88,-0.0767,{"$nulls":10},"张家口",0.8857,0.88,0.00569999999999993]
["全省",0.8934,0.88,0.0134000000000001,{"$nulls":10},"全省",0.8934,0.88,0.0134000000000001]
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[]
[]
[{"$nulls":14},"满意率=满意/（满意+不满意+一般）"]

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["衡水",0.8667,0.85,0.0167,{"$nulls":11},"承德",0.9016,0.85,0.0516]
["廊坊",0.8478,0.85,-0.00219999999999998,{"$nulls":11},"邯郸",0.8296,0.85,-0.0204000000000001]
["唐山",0.8456,0.85,-0.00439999999999996,{"$nulls":11},"衡水",0.8667,0.85,0.0167]
["邢台",0.8398,0.85,-0.0102,{"$nulls":11},"廊坊",0.8478,0.85,-0.00219999999999998]
["沧州",0.8382,0.85,-0.0118,{"$nulls":11},"秦皇岛",0.8,0.85,-0.0499999999999999]
["石家庄",0.832,0.85,-0.0179999999999999,{"$nulls":11},"石家庄",0.832,0.85,-0.0179999999999999]
["邯郸",0.8296,0.85,-0.0204000000000001,{"$nulls":11},"唐山",0.8456,0.85,-0.00439999999999996]
["秦皇岛",0.8,0.85,-0.0499999999999999,{"$nulls":11},"邢台",0.8398,0.85,-0.0102]
["张家口",0.7654,0.85,-0.0845999999999999,{"$nulls":11},"雄安",0.697,0.85,-0.153]
["雄安",0.697,0.85,-0.153,{"$nulls":11},"张家口",0.7654,0.85,-0.0845999999999999]
["全省",0.8388,0.85,-0.0112,{"$nulls":11},"全省",0.8388,0.85,-0.0112]

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["投诉问题响应率（1-21）"]
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["沧州",0.9673,0.96,0.00730000000000008,{"$nulls":8},"邯郸",0.9464,0.96,-0.0135999999999999]
["雄安",0.9643,0.96,0.00430000000000008,{"$nulls":8},"衡水",0.9675,0.96,0.00750000000000006]
["承德",0.9623,0.96,0.00230000000000008,{"$nulls":8},"廊坊",0.9846,0.96,0.0246]
["唐山",0.953,0.96,-0.00700000000000001,{"$nulls":8},"秦皇岛",0.9455,0.96,-0.0145]
["石家庄",0.9528,0.96,-0.00719999999999998,{"$nulls":8},"石家庄",0.9528,0.96,-0.00719999999999998]
["邯郸",0.9464,0.96,-0.0135999999999999,{"$nulls":8},"唐山",0.953,0.96,-0.00700000000000001]
["秦皇岛",0.9455,0.96,-0.0145,{"$nulls":8},"邢台",0.9441,0.96,-0.0159]
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["2023年3月截至21日移动网投诉情况统计：\n\n管理端-移网质量类：投诉率：石家庄未达到目标值，雄安、石家庄、廊坊排名靠后；重复投诉率：唐山、邯郸、衡水增长较快。\n\n客户端-移网网络体验：投诉问题解决满意率：雄安、石家庄、张家口较低，与达标值差距较大；投诉问题解决率：雄安、张家口、秦皇岛较低，与达标值差距较大；投诉问题响应率：张家口、邢台、秦皇岛较低，与达标值差距较大。\n\n投诉处理时长、超时工单概况：超时工单：唐山、邢台、廊坊分公司超时工单占比较高，石家庄、唐山、邯郸超时工单数量较多。平均处理时长：本月相对较长的地市为唐山、邢台、廊坊；与2月比唐山时长增幅较大。"]