Descriptive and diagnostic analysis of customer complaints for different electric companies of Ecuador using Neutrosophic Logic

Abstract

This article presents a descriptive analysis of complaint and claim management by ARCONEL and Electricity Distribution Companies in Ecuador for the year 2023. The dataset includes information about complaint outcomes such as 'Procedentes' (resolved), 'No Procedentes' (dismissed), 'En Proceso' (pending), and 'Invalidado' (invalid). This analysis will examine the complaint dataset using neutrosophic logic, which extends traditional binary logic by incorporating indeterminacy. We apply Neutrosophic Logic to capture not only resolved and unresolved complaints, but also uncertainty in complaint status. Key findings reveal high median resolution rates (99.98%), yet notable disparities exist: Sierra region companies outperform those in Costa, and private utilities exhibit lower dissatisfaction risks than public ones. Neutrosophic analysis identified "gray area" companies with ambiguous performance (e.g., resolution rates near 90%), underscoring the limitations of binary classifications. Diagnostic insights highlight operational bottlenecks, such as invalid complaints (No Procedentes) and processing delays (En Proceso), particularly in public utilities. Strategic recommendations include regional resource allocation, process standardization, and targeted audits to address inefficiencies. This study demonstrates how neutrosophic logic enhances performance evaluation by quantifying indeterminacy, offering a nuanced framework for regulatory and operational improvements.