System and method for broadband network sensing customers

Abstract

The invention discloses a system and method for broadband network perception of customers, which includes a broadband network quality perception system and a broadband network service perception system, respectively including a number of perception devices, each perception device includes a number of testers, and each tester includes Several evaluation modules, the evaluation methods include: setting weighting coefficients respectively; multiplying the scores of each second-level index belonging to the same first-level index by the corresponding weighting coefficient, and adding up to obtain the score of the first-level index; Multiply the score of the first-level index by the corresponding weighting coefficient, and add up to obtain the score of this dimension; multiply the scores of each dimension by the corresponding weighting coefficient, and add up to obtain the network customer perception value. The present invention divides the evaluation of perception into several dimensions, refines the dimensions into several first-level indicators, and then refines them into several second-level indicators for comprehensive evaluation, realizing the comprehensive, objective and accurate quantitative description and evaluation of customer perception , which can reflect the real perception of the user.

Description

technical field [0001] The invention relates to a system and method for broadband network sensing clients. Background technique [0002] Today, with the rapid development of the broadband network business market, competition is becoming increasingly fierce. In an increasingly complex market environment, on the basis of improving its own network operation and service quality, improving the perception of network customers has become an increasingly important factor affecting the competitiveness of operators. The more important a factor is, improving user satisfaction becomes the key link to reduce churn rate, maintain competitive advantage and compete for future market leadership, and the evaluation of customer perception becomes more and more important. Customer perception directly affects customer satisfaction, and customer satisfaction determines customer loyalty to a certain extent. Evaluation of customer perception can help you understand current customer satisfaction and...

AI Technical Summary

Problems solved by technology

[0005] The purpose of the present invention is to solve the deficiencies of the existing broadband network perception of customers, provide a new system and method for broadband network perception of customers, and overcome the shortcomings and current problems that the traditional KPI analysis system cannot fully describe the real feelings of customers in the actual use process. There are shortcomings such as manual investigation of customer perception is not objective enough, not accurate enough

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