Service quality feedback method, service quality feedback device and service quality feedback system

Abstract

The invention discloses a service quality feedback method, a service quality feedback device and a service quality feedback system. The method comprises steps: complaint information is acquired and transmitted to a backstage server, wherein the complaint information comprises position information, a complaint problem and complaint time; if a customer service manager responds to the complaint in a response time limit, already responding is displayed, or otherwise, time out is displayed; if the customer service manager does not appear in front of a customer in a specified time after the responding, a delayed complaint link is displayed, and if the customer clicks on the delayed complaint link, the delayed complaint is transmitted to the backstage server; and if processing of the complaint is completed, an evaluation interface is switched for filling of the customer. The technical scheme of the invention is simple to operate, all data from initiation of the complaint by the customer and solution of the complaint can be recorded in real time, and the data are subjected to statistical analysis and are then fed back to the entrepreneur.

Description

technical field [0001] The invention relates to the technical field of service assurance, in particular to a service quality feedback method, device and system. Background technique [0002] For the service industry, due to the complex situation at the service site, it is difficult to standardize the evaluation of service quality, and it is difficult to effectively record even when customers give feedback, which makes it impossible to effectively obtain customer feedback on service quality. In the service industry, the recording, feedback and statistics of service quality have been difficult problems that have plagued the industry for many years. Without such feedback, it is difficult for practitioners to effectively improve service quality, which hinders companies from providing better services to customers. [0003] With the vigorous development of the mobile Internet, e-commerce platforms such as Taobao have been able to comment on products and merchants through mobile ph...

AI Technical Summary

Problems solved by technology

[0002] For the service industry, due to the complex situation at the service site, it is difficult to standardize the evaluation of service quality, and it is difficult to effectively record even when customers give feedback, which makes it impossible to effectively obtain customer feedback on service quality

In the service industry, the recording, feedback and statistics of service quality have been difficult problems that have plagued the industry for many years. Without such feedback, it is difficult for practitioners to effectively improve service quality, which hinders enterprises from providing better services to customers

[0003] With the vigorous development of the mobile Internet, e-commerce platforms such as Taobao have been able to comment on products and merchants through mobile phones, and initially realized simple records and feedback on product quality or merchants; but for the service industry, this simple It is difficult to adapt to the special requirements of the service industry, for example, it is impossible to record the response time of restaurants and hotel managers, the processing methods, and the satisfaction of customers with the processing results, etc.

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