User satisfaction and loyalty degree analysis method and device

A user satisfaction and analysis method technology, applied in the field of user satisfaction and loyalty analysis methods and devices, can solve the problem of low reliability of user satisfaction and loyalty analysis results, and achieve the effect of ensuring reliability

Inactive Publication Date: 2016-11-16
QINGDAO HISENSE MEDIA NETWORKS CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0005] The present invention provides a user satisfaction and loyalty analysis method and device, which are used ...

Method used

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  • User satisfaction and loyalty degree analysis method and device
  • User satisfaction and loyalty degree analysis method and device
  • User satisfaction and loyalty degree analysis method and device

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Experimental program
Comparison scheme
Effect test

Embodiment approach

[0107] When the comment dimension type is the above-mentioned two-tier structure, that is, including the comment parent dimension type and the comment sub-dimension type, a preferred implementation of the above step S203 is as follows:

[0108] Perform semantic analysis on the user comment data to determine whether the semantic analysis result is consistent with the first comment result type, and if so, determine that the comment result type corresponding to the user comment data is the first comment result type.

[0109] Specifically, the process of performing semantic analysis depends on the division of comment result types. As mentioned above, the comment result types can be divided into different categories. For example, the review result types may be divided into: very satisfied, satisfied, somewhat satisfied, general, not very satisfied, dissatisfied and very dissatisfied. Or it can be divided into recommendation type, negative type and derogatory type as stipulated by N...

specific Embodiment approach

[0111] image 3 A schematic flow chart of Embodiment 3 of the user satisfaction and loyalty analysis method provided by the present invention, as image 3 As shown, a specific implementation manner of the above step S103 is:

[0112] S301. Obtain the proportion of each comment result type in the user comment data of each comment dimension type.

[0113] S302. According to the proportion of each comment result type in the user comment data of each comment dimension type, determine the user satisfaction and loyalty results corresponding to each comment dimension type.

[0114] In this embodiment, user satisfaction and loyalty calculations are performed for each comment dimension type, so as to obtain user satisfaction and loyalty results for each comment dimension type. In this way, the enterprise can clearly understand which aspects are doing better and which aspects need to be improved, so as to clarify the direction of improvement.

[0115] Figure 4 A schematic flow char...

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Abstract

The invention provides a user satisfaction and loyalty degree analysis method and device; the method comprises the following steps: obtaining user comment data, wherein the user comment data is formed by users according to usage results; determining comment dimensions types and common result types corresponding to the user comment data according to the user comment data; determining the user satisfaction and loyalty degree result according to the comment dimensions types and common result types corresponding to the user comment data. The comment data actively started by the users in the method is the behavior data formed after user real usage, so the user satisfaction and loyalty degree result obtained by analyzing the comment data can express real opinions of users on certain product, thus ensuring the credibility of the user satisfaction and loyalty degree result.

Description

technical field [0001] The invention relates to computer technology, in particular to a user satisfaction and loyalty analysis method and device. Background technique [0002] User satisfaction and loyalty is to measure the degree of satisfaction and loyalty of a product's customers to the company's products or services. By obtaining data on user satisfaction and loyalty and analyzing these data, it can help companies find ways to improve their products or services. Entry points for service levels, and strengths and weaknesses compared to competitors. [0003] In the prior art, user satisfaction and loyalty data are mainly obtained through questionnaire survey, and these data are analyzed, and then corresponding measures are taken according to the analysis results. Among them, the method of questionnaire survey may include distributing questionnaires, telephone inquiries, interviews and dialogues, etc. In these methods, the initiator of the questionnaire first asks one or m...

Claims

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Application Information

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IPC IPC(8): G06F17/27G06Q30/02
CPCG06F40/205G06F40/284G06F40/30G06Q30/0201
Inventor 赵斐朱建坤克远于芝涛
Owner QINGDAO HISENSE MEDIA NETWORKS CO LTD
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