Derogatory customer prediction method and device

A forecasting method, customer technology, applied in customer relations, instruments, electrical digital data processing, etc., can solve problems such as reputation damage and derogatory customers, and achieve the effect of improving satisfaction

Inactive Publication Date: 2018-03-13
PING AN TECH (SHENZHEN) CO LTD
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Problems solved by technology

traditional derogatory customer identification is obtained through research, a...

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  • Derogatory customer prediction method and device
  • Derogatory customer prediction method and device
  • Derogatory customer prediction method and device

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Embodiment Construction

[0023] 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.

[0024] Such as figure 1 As shown, in one embodiment, the internal structure of the terminal 102 is as follows figure 1 As shown, it includes a processor, an internal memory, a non-volatile storage medium, a network interface, a display screen and an input device connected through a system bus. Wherein, the non-volatile storage medium of the terminal 102 stores an operating system, and also includes a derogatory customer prediction device, and the derogatory customer prediction device is used to implement a derogatory customer prediction method. The processor is used to provide computing and contr...

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Abstract

The invention relates to a derogatory customer prediction method. The method comprises the following steps of: obtaining customer information in a preset time period; determining whether a corresponding customer is a derogatory customer or not according to NPS in the customer information; taking the condition whether the customer is a derogatory customer or not as a target variable, and screeninga target factor which influences the target variable from the customer information; and establishing a derogatory customer recognition model according to the target factor, wherein the derogatory customer is used for predicting whether the target customer is a derogatory customers or not. By adoption of the method, the derogatory customer recognition model is established according to existing investigation data, and then the derogatory customer recognition model is used for predicting whether the target customer is a derogatory customer or not, so that benefit is brought to carry out subsequent pointed intervene so as to improve the customer satisfaction. Moreover, the invention discloses a derogatory customer prediction device.

Description

technical field [0001] The invention relates to the field of computer processing, in particular to a method and device for predicting derogatory customers. Background technique [0002] NPS (Net Promoter Score, Net Promoter Score) is the possibility score of a customer recommending to others, which is a reflection of customer loyalty. To determine the NPS value of a customer is to directly ask the customer a question: "Are you willing to recommend the company's products to your friends or colleagues?", and let the customer score between 0-10 according to the degree of willingness to recommend, according to the score 3 categories to build customer loyalty: Promoter (score 9-10), Passive (score 7-8), Detractor (score 0-6). Among them, recommenders are people with fanatical loyalty who will actively recommend the product to others; passives are those who are generally satisfied but not fanatical and will consider other competitors' products; detractors are those who are dissat...

Claims

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Application Information

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IPC IPC(8): G06F17/30G06Q30/00
CPCG06F16/2462G06Q30/01
Inventor 曾凡刚
Owner PING AN TECH (SHENZHEN) CO LTD
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