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Customer satisfaction measurement method and customer satisfaction measurement system

A customer satisfaction and customer technology, applied in the field of data processing, can solve problems such as insufficient evaluation and prevention capabilities and means, adjustment of customer service strategies, and unfavorable power grid companies

Active Publication Date: 2017-03-29
ELECTRIC POWER RESEARCH INSTITUTE, CHINA SOUTHERN POWER GRID CO LTD
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Problems solved by technology

[0003] However, the current way to obtain customer satisfaction in electric power services is generally: based on survey questionnaires to calculate customer satisfaction, or through the service scoring system provided by various business systems; Insufficient capabilities and means are not conducive to the comprehensive adjustment of customer service strategies for power grid companies

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  • Customer satisfaction measurement method and customer satisfaction measurement system
  • Customer satisfaction measurement method and customer satisfaction measurement system
  • Customer satisfaction measurement method and customer satisfaction measurement system

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Embodiment Construction

[0020] In order to make the object, technical solution and advantages of the present invention clearer, the present invention will be further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0021] figure 1 It is a schematic flow chart of an evaluation method for customer satisfaction of an embodiment; as figure 1 As shown, the evaluation method of customer satisfaction in the present embodiment comprises steps:

[0022] S11. Determine evaluation indicators related to customer satisfaction according to a preset customer satisfaction evaluation index system, collect index data corresponding to the evaluation indicators, and construct an index data set;

[0023] The customer satisfaction evaluation index system refers to the index library used to evaluate customer satisfaction, includi...

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Abstract

The invention relates to a customer satisfaction measurement method and a customer satisfaction measurement system. The method comprises the following steps: determining evaluation indexes relevant to customer satisfaction according to a preset customer satisfaction evaluation index system, collecting index data corresponding to the evaluation indexes, and constructing an index data set; cleaning the data in the index data set; inputting the cleaned index data set to a preset customer satisfaction measurement model, and calculating the measurement value of each causal variable corresponding to a target variable; and getting the measurement result of customer satisfaction based on the measurement values of all the causal variables. The satisfaction of power customers can be measured comprehensively and effectively.

Description

technical field [0001] The invention relates to the technical field of data processing, in particular to a customer satisfaction evaluation method and a customer satisfaction evaluation system. Background technique [0002] With the development of information technology, while providing electric energy products to customers, grid companies also provide customers with more convenient and better services through information technology to win customer satisfaction and achieve the business goals of grid companies. [0003] However, the current way to obtain customer satisfaction in electric power services is generally: based on survey questionnaires to calculate customer satisfaction, or through the service scoring system provided by various business systems; however, these two methods are post-event analysis and statistics. Insufficient capabilities and means are not conducive to the comprehensive adjustment of customer service strategies for power grid companies. Contents of...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q30/00G06Q50/06
CPCG06Q30/016G06Q50/06
Inventor 赖宇阳肖勇隋兴嘉钱斌林伟斌
Owner ELECTRIC POWER RESEARCH INSTITUTE, CHINA SOUTHERN POWER GRID CO LTD
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