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Method and system for monitoring customer sentiment value

A customer-perceived value and customer-perceived technology, which is applied in the field of customer-perceived value monitoring methods and monitoring systems, can solve problems such as inability to satisfy customer satisfaction and fail to reflect the trend of customer emotional changes, so as to facilitate viewing and prevent customers from Churn, wide-source effects

Inactive Publication Date: 2016-05-11
WUHAN PURVARDATA TECH CO LTD
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Problems solved by technology

However, this Fernell logic model must obtain the three factors of "customer's expectation of service", "customer's perception of service quality" and "customer's perception of service value" in the form of questionnaires. Calculation of customer satisfaction by the Seoul logic model cannot meet the needs of enterprises to continuously grasp customer satisfaction in real time, nor can it reflect the trend of customer emotional changes

Method used

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  • Method and system for monitoring customer sentiment value
  • Method and system for monitoring customer sentiment value
  • Method and system for monitoring customer sentiment value

Examples

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Embodiment 1

[0054] Embodiment 1. A method for monitoring customer perceived value. Combine below Figure 1-Figure 5 The method provided in this embodiment is described.

[0055] See figure 1 The method provided in this embodiment includes: S1, collecting customer perception data reflecting the customer's perceived value.

[0056] Specifically, this embodiment mainly collects customer perception data, customer transaction data, customer service data, customer feedback evaluation data, and online public opinion data released by customers through social network media that reflect customer perceived value generated by customers through the Internet. The specific data sources include the following aspects: customer perception data such as customers logging in, browsing, searching, collecting, commenting, recommending, and purchasing through the Internet; sales unit price, sales amount, purchase quantity, purchase batch, payment cycle, payment method, supply Customer transaction data such as cargo...

Embodiment 2

[0069] Embodiment 2. A monitoring system for customer perceived value. Combine below Image 6 The system provided in this embodiment is described.

[0070] See Image 6 The system provided in this embodiment includes a data collection module 60, a denoising module 61, a data extraction module 62, a dimension division module 63, a signal score calculation module 64, a signal component value calculation module 65, a customer perception index calculation module 66, The change trend analysis module 67, the early warning module 68, and the display module 69.

[0071] Among them, the data collection module 60 is used to collect customer perception data reflecting customer perception value.

[0072] The noise removal module 61 is configured to remove interference data and noise data in the collected customer perception data.

[0073] The data extraction module 62 is configured to establish a data model for the collected customer perception data, and extract customer perception data with rep...

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Abstract

The invention discloses a method and a system for monitoring customer sentiment value. The method comprises steps as follows: customer sentiment data are collected; data with representative features are extracted; the data with the representative features are subjected to dimensionality division, and corresponding signal data are generated; a threshold value score corresponding to each threshold value is configured according to multiple threshold values of each signal data, and a signal score of the corresponding signal data is calculated; the multiple signal data are grouped, signal data groups are formed, and signal group scores of the signal data groups are calculated; a customer sentiment index of customer sentiment value is calculated and reflected with a weighted average algorithm according to the signal data groups and the corresponding signal group scores. Effective factors influencing customer satisfaction are automatically analyzed according to related customer data from various data sources and with various dimensionalities, the customer sentiment index is quickly calculated, and the satisfaction of a current customer for products and service can be known constantly in real time.

Description

Technical field [0001] The invention relates to the field of customer perception monitoring, in particular to a monitoring method and a monitoring system for customer perception value. Background technique [0002] The CSI (Customer Sentiment Index, customer sentiment index) index calculation model is a comprehensive evaluation system based on customer-related data, which can objectively reflect the value of customer sentiment perception and the level of service satisfaction. In order to gain in-depth customer insights, intuitive and accurate understanding of customer satisfaction levels has become an important factor in customer insights in various customer-related incidents. [0003] The traditional customer satisfaction survey mainly uses the Fernell logic model researched by Dr. Claesfornell of the Quality Research Center of the University of Michigan Business School, and calculates customer expectations, perceptions after purchase, and purchase price Factors such as this cons...

Claims

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Application Information

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IPC IPC(8): G06F17/30G06F17/18G06Q30/00G06Q30/02
CPCG06F16/9038G06F17/18G06Q30/01G06Q30/0201G06Q30/0203
Inventor 吴斌奕张洪沛王少华陈卓罗诚铁明珠李舒燕
Owner WUHAN PURVARDATA TECH CO LTD
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