The invention discloses a text classification technology and decision-making tree based complaint tendency judgment method. The method includes: acquiring user information from a database management system and establishing a user history call information table accordingly, wherein the user information includes user profile information and customer service order information; determining a time window for acquiring the user information; determining a prejudgment period and a feature data set used for prejudgment; determining a group range for prejudgment. With the method, complaint tendency degrees of users can be judged accurately when the users call, reference is provided for designing a strategy library and adopting different pacification and guidance strategies, and customer request information extracted from structural data is fully utilized; meanwhile, unstructured text data in call content in work orders is analyzed systematically, future complaints of the users are precast in advance according to the historical call information, complaint risk of the users can be reduced, and good social image of an electric power company is established.