User satisfaction survey method and system

Abstract

The present invention relates to a user satisfaction survey method and system, which obtains the corresponding buried data of the user to analyze the correlation between the user's operation type and the business line, so as to obtain the business line with the highest correlation with the user, and combines the user's data to judge what kind of business service the user uses, the operation status, etc., so as to provide the user with differentiated accurate, appropriate and matching satisfaction survey types and questionnaires, and obtain real and effective user feedback information.

Description

Technical Field

[0001] The present invention relates to the technical field of financial industry data acquisition, and in particular to a user satisfaction survey method and system. Background Art

[0002] At present, financial institutions (such as banks) have many business lines, which can be retail, corporate business, payment, financial markets and other businesses. Basically, each business line needs to use a system, and many systems are directly facing customers or users. Then the customers or users who use these systems need to evaluate the satisfaction of the systems / products they use. The satisfaction evaluation of the system needs to be conducted through surveys. Different business lines require different survey plans, which need to be prepared separately. At present, almost all offline questionnaires are conducted or it is difficult to customize the target users online, which makes the promotion of satisfaction surveys very limited. At the same time, the existing user satisfaction survey methods cannot prevent some users from making malicious bad reviews or random reviews without using the relevant services, which makes the authenticity and availability of the collected data relatively poor, and requires a lot of manpower for manual review. Summary of the invention

[0003] In order to address the deficiencies of the prior art, the present invention proposes a user satisfaction survey method and system, which combines the user's buried data to determine what kind of business services the user uses, operating conditions, etc., and generates different targeted customized surveys according to different business lines, thereby providing users with differentiated, accurate, appropriate and matching satisfaction survey types and questionnaires, and obtaining real and effective user feedback information.

[0004] To achieve the above objectives, the technical solutions adopted by the present invention include:

[0005] A user satisfaction survey method, characterized by comprising:

[0006] Obtain user operation tracking data;

[0007] Determine one or more relevant business lines corresponding to the user through user operation tracking data;

[0008] Send users customized surveys corresponding to relevant business lines.

[0009] Furthermore, the user operation tracking data includes the type of operation performed by the user and the frequency of performing the same type of operation.

[0010] Further, determining one or more relevant business lines corresponding to the user through the user operation embedding data includes:

[0011] The corresponding relevant business line is determined by the correlation between the user's operation type and the business line.

[0012] Furthermore, the customized survey determines the survey type according to the related business line and the frequency of performing the same operation type.

[0013] Further, determining the survey type includes:

[0014] According to the sum of the frequencies of the same operation type, the relevance of the same operation type is sorted from large to small. The combination of the related business line with the highest relevance ranking and the operation type with the highest statistical frequency corresponding to the related business line is the first survey type. An ordered set containing all survey types corresponding to the user can be obtained by combining them in sequence according to the sorting.

[0015] Furthermore, determining the survey type also includes:

[0016] A threshold is preset for the correlation, and operation types whose sum of correlations is lower than the preset threshold are excluded.

[0017] Furthermore, the customized survey may include one or more survey types; when the customized survey includes only one survey type, the survey type is the first survey type; when the customized survey includes multiple survey types, the multiple survey types are obtained in sequence from the ordered set of all survey types in the order of arrangement.

[0018] The present invention also relates to a user satisfaction survey system, characterized in that it comprises:

[0019] A tracking data acquisition module is used to acquire user operation tracking data including the type of operation performed by the user and the frequency of performing the same type of operation;

[0020] The business line relevance module is used to analyze the relevance between the user's operation type and the business line to determine the corresponding relevant business line;

[0021] The satisfaction survey customization module is used to generate an ordered set containing all survey types corresponding to the user through user operation tracking data and relevance, and obtain the survey type from the ordered set to generate a customized survey.

[0022] Furthermore, the system further comprises:

[0023] A survey request acquisition module is used to obtain satisfaction survey filling requests;

[0024] The survey push module is used to push the generated customized survey to the specified user client.

[0025] Furthermore, the obtaining of the survey type to generate a customized survey includes obtaining questions of the corresponding survey type from a preset question bank to form a customized survey.

[0026] The beneficial effects of the present invention are:

[0027] By adopting the user satisfaction survey method and system of the present invention, the correlation between the user's execution operation type and the business line is analyzed by acquiring the buried data corresponding to the user, so as to obtain the business line with the highest correlation with the user. From the user's perspective, based on the user's historical operation records, a satisfaction survey form can be set and pushed in a targeted manner, thereby improving the participation and accuracy of target users in satisfaction survey activities, and can also effectively exclude random evaluations and malicious negative reviews; flexible combination of different survey types to generate customized surveys can more efficiently obtain effective user feedback, increase the user's participation in filling out the survey, and reflect the issues and details that users are most concerned about in the operation. BRIEF DESCRIPTION OF THE DRAWINGS

[0028] Figure 1 It is a flow chart of the user satisfaction survey method of the present invention.

[0029] Figure 2 It is a schematic diagram of the structure of the user satisfaction survey system of the present invention. DETAILED DESCRIPTION

[0030] In order to more clearly understand the content of the present invention, it will be described in detail with reference to the drawings and embodiments.

[0031] like Figure 1 The figure is a flow chart of the user satisfaction survey method of the present invention, which specifically includes the following steps:

[0032] Obtain user operation tracking data, especially the business line corresponding to the survey can be pre-determined based on the received user satisfaction filling request.

[0033] One or more relevant business lines corresponding to the user are determined through user operation tracking data; the user operation tracking data preferably includes the user's operation type and the frequency of performing the same operation type, and the corresponding relevant business line can be determined through the correlation between the user's operation type and the business line; further, a threshold value can be pre-set for the correlation, and the data can be filtered by the threshold value in subsequent operations.

[0034] Send a customized survey corresponding to the relevant business line to the user; determine the survey type according to the relevant business line and the frequency of executing the same operation type, and obtain the questions of the corresponding survey type from the preset question bank to form a customized survey, especially preferably according to the frequency of the same operation type and the statistical correlation of the same operation type from large to small to obtain an ordered set containing all survey types corresponding to the user, and the combination of the relevant business line with the highest correlation and the operation type with the highest statistical frequency corresponding to the relevant business line is the first survey type. When there is a correlation threshold, the operation type can be screened by excluding all operation types whose correlations are lower than the preset threshold after the correlation is added and counted, thereby improving the accuracy of the generated customized survey.

[0035] The present invention also relates to a Figure 2 The user satisfaction survey system shown includes:

[0036] A survey request acquisition module, used to acquire a satisfaction survey filling request; in particular, the satisfaction survey filling request may include a specific business line;

[0037] A tracking data acquisition module is used to acquire user operation tracking data including the type of operation performed by the user and the frequency of performing the same type of operation;

[0038] The business line relevance module is used to analyze the relevance between the user's operation type and the business line to determine the corresponding relevant business line;

[0039] A satisfaction survey customization module is used to generate an ordered set containing all survey types corresponding to the user through user operation tracking data and relevance, and obtain survey types from the ordered set to generate a customized survey;

[0040] A survey push module is used to push the generated customized survey to a designated user client; preferably, the survey push module may also include a plurality of preset satisfaction evaluation templates, and arrange the questions in the customized survey by selecting a suitable satisfaction evaluation template to achieve a better visualization effect; the satisfaction evaluation template may preferably be different templates preset according to different business lines and / or different user operation types.

[0041] In order to enable those skilled in the art to better understand the present invention, the following further describes the application of the method and system of the present invention in financial institutions such as banks, insurance companies, and securities companies.

[0042] 1. Fill out the satisfaction survey request and obtain the user operation tracking data:

[0043] Among them, the user satisfaction filling request is an instruction for the business terminal to trigger the output of the user satisfaction filling form. Business line refers to the category corresponding to a business; business terminal refers to the terminal used by the user. Financial institutions (such as banks) have many business lines, which can be retail, corporate business, payment, financial market and other businesses. Basically, each business line needs to use a system, and many systems are directly facing customers or users. Tracking is a term in the field of user behavior data collection, which refers to the process of monitoring specific user behaviors or events to capture, process and send relevant data. The specific user behaviors or events monitored are usually provided by platforms such as operating systems, browsers and frameworks, and the trigger conditions can also be customized on the basis of basic events, such as clicking a specific button. Specifically, by tracking in the events that need attention, the corresponding tracking data can be obtained. For example, by setting tracking points, the user's browsing of related pages, collection or purchase of a product can be monitored, and the corresponding tracking data of the user can be obtained to provide support for the subsequent judgment of the business line corresponding to the user. Preferably, the satisfaction survey filling request may include a business line. When a single business line system initiates a survey request, no judgment is required, such as: when a user initiates a user satisfaction survey filling application from the company's online banking terminal, the business line is naturally a public business; when a multi-business line system, such as a comprehensive financial client that provides both retail business and public business and financial market business, the preset buried point determines which business line the user wants to participate in the survey. The corresponding relevance score can be calculated based on the buried point data corresponding to the user and the relevance calculation formula corresponding to the business line. The first role of the relevance is to determine the relevance of the business line when there are multiple business line systems, and the second role is to prevent some "malicious" users from deliberately giving bad reviews without using the relevant services. Among them, the relevance calculation formula is a formula for calculating the relevance of buried point data and business classes, and a suitable statistical formula or other calculation formula can be selected. Specifically, the buried point data corresponding to the user, such as the relevant pages browsed by the user, the collection or the purchase of a product, and the known business class, are calculated according to the relevance calculation formula to obtain the relevance score corresponding to the user. Only users whose relevance scores reach the relevance threshold can proceed to the next step, otherwise they are rejected. Among them, the relevance threshold is a pre-set threshold for evaluating the relevance that the user needs to achieve. Obtain the relevance calculation formula corresponding to the business class so that the relevance calculation formula corresponding to the business class can be called in the subsequent process. The relevance calculation formula corresponding to the business type is pre-stored in the server of the system so that it can be called when needed. For example, one relevance formula is to count the number of times the user's buried data is triggered / the average number of times the buried data is triggered. The relevance can be set according to needs and actual conditions.

[0044] 2. Determine one or more relevant business lines corresponding to the user through user operation tracking data.

[0045] 3. Determine the survey type according to the relevant business line and the frequency of executing the same operation type; the operation type may include, for example, "complaint", "participation in activities", "transfer", etc. Count the frequency of the target user's operation type, summarize the frequency of the behaviors that have participated in the same operation type, obtain the frequency of the user's operation type, and sort them according to the frequency. The operation type in the front position corresponds to the preset satisfaction type (the front position is a parameter and can be preset, because it is assumed that the user participates in all operations, so as a survey, it is not necessary to exhaust all problems, and only the most important ones need to be selected in terms of cost performance). Example: The business line is retail business, combined with the operation type "participation in activities", the satisfaction type evaluation standard of the "retail business-participation in activities" series is obtained to obtain the survey type. The operation type is an indicator type that can better reflect the user's participation habits. Specifically, the server will read the user's historical operation records and perform statistics on them to obtain the user's operation frequency. In the present invention, the user's operation frequency refers to the frequency or number of user operation types within a certain period of time. There are two statistical methods for counting user frequencies: one is to determine the user's operation frequency according to the time interval, that is, to count the user's operation frequency within a preset time. Among them, the selection of the preset time is determined by the activity of each system. The higher the system activity, the shorter the statistical time, and the lower the system activity, the longer the statistical time. It can be understood that if the user uses the system for a longer time, it proves that the user is more active, and the user operation frequency can be obtained by only counting the historical activity records in a shorter period of time. Second, all historical activity records of the user in the historical time are counted to obtain the user operation frequency, that is, the frequency or number of times the user first uses the system until the last time the system is used is counted. The operation frequencies corresponding to the same operation type are summarized to obtain the frequency of each operation type. Specifically, the operation frequencies corresponding to the same operation type can be summarized. For example, the user's operations are A1, A2 and B1, where the operation types of operations A1 and A2 correspond to participating in activities, and the type of B1 is transfer. Then the frequency of participating in activities is counted as 2 times, and the frequency of transfer operations is 1 time. The operation type with the highest frequency of the operation type is obtained as the target survey type.

[0046] 4. Based on the satisfaction type, a customized survey is generated, and the survey is pushed to the client corresponding to the target user. The target user can view the corresponding customized survey through the client, which is highly targeted. In the present invention, the system can preferably pre-configure templates of satisfaction type evaluation standards for different business lines and different operation types (as shown above: "Retail Business-Participation in Activities"). After obtaining the business line through a push request and determining the corresponding survey type, the corresponding template can be called and combined to generate the corresponding template. Specifically, different business lines have their own specific characteristics. For example, different satisfaction rules and different satisfaction survey templates will be set according to different business lines.

[0047] The above is only a preferred specific embodiment of the present invention, but the protection scope of the present invention is not limited thereto. Any changes or substitutions that can be easily thought of by a person skilled in the art within the technical scope disclosed by the present invention should be included in the protection scope of the present invention. Therefore, the protection scope of the present invention should be based on the protection scope of the claims.

Claims

1. A user satisfaction survey method, characterized in that: include: Obtain user operation tracking data; Determine one or more relevant business lines corresponding to the user through user operation tracking data; Sending users customized surveys corresponding to relevant business lines; The user operation tracking data includes the type of operation performed by the user and the frequency of performing the same type of operation; Determining one or more relevant business lines corresponding to a user through user operation embedding data includes: Determine the corresponding relevant business line based on the correlation between the user's operation type and the business line; The customized survey determines the survey type according to the relevant business line and the frequency of performing the same type of operation; The types of investigations identified include: According to the sum of the frequencies of the same operation type, the relevance of the same operation type is sorted from large to small. The combination of the related business line with the highest relevance ranking and the operation type with the highest statistical frequency corresponding to the related business line is the first survey type. The ordered combination is obtained according to the sorting to obtain an ordered set containing all survey types corresponding to the user.

2. The method according to claim 1, characterized in that The determination of the type of investigation also includes: A threshold is preset for the correlation, and operation types whose sum of correlations is lower than the preset threshold are excluded.

3. The method according to claim 1, characterized in that The customized survey includes one or more survey types; when the customized survey includes only one survey type, the survey type is the first survey type; when the customized survey includes multiple survey types, the multiple survey types are obtained in sequence from the ordered set of all survey types in the order of arrangement.

4. A user satisfaction survey system, characterized in that: include: A tracking data acquisition module is used to acquire user operation tracking data including the type of operation performed by the user and the frequency of performing the same type of operation; The business line relevance module is used to analyze the relevance between the user's operation type and the business line to determine the corresponding relevant business line; A satisfaction survey customization module is used to generate an ordered set containing all survey types corresponding to the user through user operation tracking data and relevance, and obtain the survey type from the ordered set to generate a customized survey. The customized survey determines the survey type according to the relevant business line and the frequency of executing the same operation type; The types of investigations identified include: According to the sum of the frequencies of the same operation type, the relevance of the same operation type is sorted from large to small. The combination of the related business line with the highest relevance ranking and the operation type with the highest statistical frequency corresponding to the related business line is the first survey type. The ordered combination is obtained according to the sorting to obtain an ordered set containing all survey types corresponding to the user.

5. The system according to claim 4, characterized in that Also includes: A survey request acquisition module is used to obtain satisfaction survey filling requests; The survey push module is used to push the generated customized survey to the specified user client.

6. The system according to claim 4, characterized in that The obtaining of the survey type to generate a customized survey includes obtaining questions of the corresponding survey type from a preset question bank to form a customized survey.

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