Multi-dimensional view angle automobile after-sales service quality evaluation system

Abstract

The invention discloses a multi-dimensional view angle automobile after-sales service quality evaluation system, relates to the technical field of after-sales service quality evaluation, and solves the technical problem of comprehensively and objectively evaluating after-sales service quality by comprehensively considering multiple dimensions such as customer satisfaction, service response speed, processing duration and complaint processing results. By evaluating multiple dimensions including customer satisfaction, comprehensive service dimension and the like, the real level of the after-sales service can be comprehensively reflected, limitation to a single evaluation index is avoided, one-sidedness is avoided, an enterprise has more accurate understanding of the after-sales service quality, and the customer evaluation value is generated based on the questionnaire, so that the customer evaluation efficiency is improved. According to the invention, enterprises can directly understand demands and feelings of clients, service optimization is carried out in a targeted manner, the satisfaction degree of the clients to after-sales services is improved, bottleneck and problem links in a service process can be found out through analysis of service complaints, targeted improvement is carried out, and the overall service quality is improved.

Description

Technical Field

[0001] The present invention relates to the technical field of after-sales service quality evaluation, and in particular to a multi-dimensional automobile after-sales service quality evaluation system. Background Art

[0002] With the rapid development of the automobile industry, the importance of automobile after-sales service quality has become increasingly prominent. In the fiercely competitive market environment, automobile companies must not only continuously improve product quality, but also meet consumer needs in after-sales service.

[0003] According to the publication number CN116188046A, a multi-dimensional perspective automobile after-sales service quality evaluation system is disclosed, which relates to the technical field of after-sales service quality evaluation. In view of the existing single-dimensional evaluation and the distortion of survey results, the following solution is proposed, which includes a customer evaluation module, a maintenance efficiency module and a reasonable charging module. The customer evaluation module includes the following steps: S1: pushing a customer satisfaction survey questionnaire to the customer within 2 hours to 48 hours after the customer leaves the store; S2: inviting the customer to give a subjective rating of 1 to 10 points for the service experience; S3: calculating the average of all customer satisfaction scores for the month, and multiplying it by 10 to obtain the customer evaluation score of the store for the month.

[0004] Traditional evaluation of automobile after-sales service quality is often relatively simple, mainly relying on subjective feedback from customers or simple statistical indicators, which is difficult to fully and accurately reflect the true level of after-sales service. In addition, as consumers' requirements for service quality continue to increase, they expect automobile after-sales service to be more efficient, professional, and personalized. However, the existing evaluation system often fails to capture these changes in a timely manner, resulting in a lack of clear direction for companies to improve after-sales service. Summary of the invention

[0005] In view of the shortcomings of the prior art, the present invention provides a multi-dimensional automobile after-sales service quality evaluation system, which solves the problem of comprehensively and objectively evaluating the quality of after-sales service by comprehensively considering multiple dimensions such as customer satisfaction, service response speed, processing time, and complaint handling results.

[0006] To achieve the above objectives, the present invention is implemented through the following technical solutions: a multi-dimensional perspective automobile after-sales service quality evaluation system, comprising: An after-sales service information acquisition unit is used to acquire after-sales service information of automobile after-sales service customers, and transmit the acquired after-sales service information to the comprehensive service dimension analysis unit and the customer satisfaction dimension analysis unit respectively; A customer satisfaction dimension analysis unit is used to analyze the after-sales service information transmitted by the after-sales service information acquisition unit, generate a customer evaluation value based on the questionnaire scores of the after-sales service customers, and comprehensively screen the customer evaluation values ​​in combination with the complaints of the after-sales service customers to obtain a satisfaction dimension value, and transmit the satisfaction dimension value to the service quality comprehensive analysis unit; A comprehensive service dimension analysis unit, used to analyze the after-sales service information transmitted by the after-sales service information acquisition unit, calculate the comprehensive service dimension value based on the total number of after-sales service complaints and the corresponding complaint handling results, and transmit the comprehensive service dimension value to the service quality comprehensive analysis unit; The service quality comprehensive analysis unit is used to calculate the service evaluation value based on the obtained satisfaction dimension value and comprehensive service dimension value, and generate quality evaluation information based on the periodic changes of the service evaluation value, and the quality evaluation information includes normal quality evaluation information and reduced quality evaluation information, and the quality evaluation information is transmitted to the evaluation information output unit at the same time.

[0007] An evaluation information output unit is used to display the acquired quality evaluation information to a corresponding operator.

[0008] As a further solution of the present invention: the specific manner in which the customer satisfaction dimension analysis unit analyzes the acquired after-sales service information is: Obtain all after-sales service customers within time T, and label the after-sales service customers as i, where i=1, 2, ..., j, where j represents the number of after-sales service customers. At the same time, obtain the questionnaire corresponding to after-sales service customer i, and obtain the customer evaluation value of the after-sales service customer according to the questionnaire, which is recorded as Pi; Then, the customer rating value of after-sales service customer i is classified according to the complaints of after-sales service customers. If the after-sales service customer has a complaint, the corresponding after-sales service customer will be marked as a customer to be analyzed, and the corresponding customer evaluation value will be marked as an evaluation value to be analyzed. If the after-sales service customer does not have a complaint, no processing will be performed, and the corresponding customer evaluation value will be marked as a valid evaluation value, and the evaluation value to be analyzed will be analyzed.

[0009] As a further solution of the present invention: the specific manner in which the customer satisfaction dimension analysis unit analyzes the evaluation value to be analyzed is: Obtain the customer to be analyzed and its corresponding evaluation value to be analyzed, and label the customer to be analyzed as a, where a=1, 2, ..., b, where b represents the number of customers to be analyzed, and obtain the complaint issues of customer a to be analyzed as Ca, where C=1, 2, ..., H, where H represents the number of complaint issues. At the same time, classify the complaint issues of customer a to be analyzed according to the complaint type to obtain the same type of complaint issues, and obtain the score values ​​of the questionnaire questions corresponding to the same type of complaint issues, and then calculate the deduction ratio Q corresponding to the same type of complaint issues. The specific calculation method is as follows And u is the score of the question, is the preset proportional coefficient, and the calculated reduction ratios Q of the same type of complaint problems are summed up and the average is calculated to obtain the average ratio. At the same time, the average ratio is multiplied by the evaluation value to be analyzed to obtain the calculated evaluation value of the customer to be analyzed, recorded as Ya.

[0010] As a further solution of the present invention: the specific manner in which the customer satisfaction dimension analysis unit generates the satisfaction dimension value is: The customer corresponding to the effective evaluation value is recorded as the effective evaluation customer and recorded as k, where k=1, 2, ..., g. Then, the calculated evaluation value Ya of the customer to be analyzed and the effective evaluation value Pk of the effective evaluation customer are calculated to obtain the satisfaction dimension value R1. The specific calculation method is as follows and It is a preset proportional coefficient, and the specific value is set by the operator.

[0011] As a further solution of the present invention: the specific manner in which the comprehensive service dimension analysis unit analyzes the after-sales service information is: Obtain service complaints within time period T, denoted as F, where F=1, 2, …, D, where D represents the total number of service complaints. Obtain the corresponding after-sales service volume within time period T, denoted as S. Then analyze service complaints F to obtain the response speed V corresponding to service complaints F. F and processing time W F , and obtain the after-sales time J corresponding to the service complaint F F The time between complaints and F , and substitute the obtained parameters into the formula as follows The complaint value Q of service complaints is calculated by the above formula: F ,in and is the preset proportional coefficient; Then all the service complaint values ​​Q calculated are F Substitute the formula to calculate the comprehensive service dimension value R2. The specific calculation formula is as follows and is a preset proportional coefficient, and transmits the comprehensive service dimension value R2 to the service quality comprehensive analysis unit.

[0012] As a further solution of the present invention: the specific method of generating the quality evaluation information by the service quality comprehensive analysis unit is: Substitute the satisfaction dimension value R1 and the comprehensive service dimension value R2 into the formula R = (R1 + R2) ÷ 2 to calculate the service evaluation value within the time period T. At the same time, obtain historical data and historical service evaluation values ​​within the same time period. Then, establish a relationship diagram with the time period as the horizontal axis and the service evaluation value as the vertical axis, and analyze the changes in the service evaluation value based on the relationship diagram.

[0013] As a further solution of the present invention: the specific method in which the service quality comprehensive analysis unit analyzes the change of the service evaluation value according to the relationship diagram is: Calculate the service evaluation difference corresponding to two adjacent time periods T, and classify the service evaluation difference to obtain positive evaluation difference and negative evaluation difference, and compare the number of the two. If the number of positive evaluation differences is greater than the number of negative evaluation differences, generate normal quality evaluation information; if the number of positive evaluation differences is less than the number of negative evaluation differences, generate quality evaluation reduction information.

[0014] The present invention provides a multi-dimensional automobile after-sales service quality evaluation system. Compared with the prior art, it has the following beneficial effects: The present invention can comprehensively reflect the real level of after-sales service by evaluating multiple dimensions, including customer satisfaction, comprehensive service dimensions, etc. It is no longer limited to a single evaluation indicator, avoids one-sidedness, and enables enterprises to have a more accurate understanding of the quality of after-sales service. The generation of customer evaluation values ​​based on questionnaires enables enterprises to directly understand customer needs and feelings, optimize services in a targeted manner, and improve customer satisfaction with after-sales service. Through the analysis of service complaints, bottlenecks and problem links in the service process can be identified, and targeted improvements can be made to improve the overall service quality. The service quality comprehensive analysis unit calculates the service evaluation value based on the values ​​of multiple dimensions, and generates quality evaluation information according to periodic changes. BRIEF DESCRIPTION OF THE DRAWINGS

[0015] Figure 1 This is a block diagram of the system principle of the present invention. DETAILED DESCRIPTION

[0016] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0017] For example, see Figure 1 The present application provides a multi-dimensional perspective automobile after-sales service quality evaluation system, including: an after-sales service information acquisition unit, a comprehensive service dimension analysis unit, a customer satisfaction dimension analysis unit, a service quality comprehensive analysis unit and an evaluation information output unit. And the above functional units are unidirectionally electrically connected.

[0018] The after-sales service information acquisition unit is used to acquire the after-sales service information of automobile after-sales service customers, and transmit the acquired after-sales service information to the comprehensive service dimension analysis unit and the customer satisfaction dimension analysis unit respectively.

[0019] The customer satisfaction dimension analysis unit is used to analyze the acquired after-sales service information, generate customer evaluation values ​​based on the questionnaire scores of after-sales service customers, and comprehensively screen the customer evaluation values ​​in combination with the complaints of after-sales service customers to obtain satisfaction dimension values, and transmit the satisfaction dimension values ​​to the service quality comprehensive analysis unit.

[0020] Get all after-sales service customers within time T, and label them as i, where i=1, 2, …, j. Suppose that within a month T, 20 customers of a certain automobile brand’s after-sales service department received services. The staff labeled these customers from 1 to 20, where j represents the number of after-sales service customers. At the same time, get the questionnaire corresponding to after-sales service customer i, and get the customer evaluation value of the after-sales service customer based on the questionnaire, recorded as Pi. Specifically, each after-sales service customer will fill in a questionnaire. The number of questions in the questionnaire is set by the operator according to the actual situation, and the full score of the questionnaire questions is 5 points. The average score of all questions is calculated as the customer evaluation value.

[0021] In a specific example, a questionnaire is distributed to customers. The questionnaire has 10 questions. The total score of customer A (labeled 1) in the questionnaire is 40 points, so the evaluation value of customer A is P1=40÷10=4 points. The total score of customer B (labeled 2) in the questionnaire is 45 points, so the evaluation value of customer B is P2=45÷10=4.5 points.

[0022] Then, the customer rating value of after-sales service customer i is classified according to the complaint issues of after-sales service customers. If the after-sales service customer has a complaint issue, the corresponding after-sales service customer is marked as a customer to be analyzed, and the corresponding customer evaluation value is marked as an evaluation value to be analyzed. If the after-sales service customer does not have a complaint issue, no processing is performed, and the corresponding customer evaluation value is marked as a valid evaluation value. This is done in this way to obtain all the evaluation values ​​to be analyzed and the valid evaluation values. In a specific example, suppose that within a month T, 20 customers received services from the after-sales service department of a certain automobile brand, of which 17 customers had no after-sales complaints. The customer evaluation values ​​of these 17 customers are valid evaluation values, and the remaining 3 customers are marked as customers to be analyzed, and the corresponding customer evaluation values ​​are marked as evaluation values ​​to be analyzed.

[0023] Then obtain the customers to be analyzed and their corresponding evaluation values ​​to be analyzed, and label the customers to be analyzed as a, and a=1, 2, ..., b, where b represents the number of customers to be analyzed, and obtain the complaint issues of customer a to be analyzed and record them as Ca, and C=1, 2, ..., H, where H represents the number of complaint issues. At the same time, classify the complaint issues of customer a to be analyzed according to the complaint type to obtain the same type of complaint issues. If there is only one complaint issue here, no classification is performed. If there are multiple complaints, classification is performed. At the same time, the classification includes the situation where there is no complaint issue of the same type, and obtain the score value of the questionnaire question corresponding to the complaint issue of the same type, and then calculate the deduction ratio corresponding to the complaint issue of the same type. The specific calculation method is as follows The above formula is used to calculate the score reduction ratio Q corresponding to the same type of complaint problem, where u is the score of the question, is the preset proportional coefficient, and the calculated deduction ratios Q of the same type of complaint problems are summed up and averaged to obtain the average ratio, and the average ratio is multiplied by the evaluation value to be analyzed to obtain the calculated evaluation value of the customer to be analyzed, which is recorded as Ya; The customer corresponding to the effective evaluation value is recorded as the effective evaluation customer and recorded as k, where k=1, 2, ..., g. Then, the calculated evaluation value Ya of the customer to be analyzed and the effective evaluation value Pk of the effective evaluation customer are calculated. The specific calculation method is as follows The satisfactory dimension value R1 is calculated by the above formula, where It is a preset proportional coefficient, the specific value is set by the operator, and the obtained satisfaction dimension value R1 is transmitted to the service quality comprehensive analysis unit.

[0024] Embodiment 2, as Embodiment 2 of the present invention, is implemented on the basis of Embodiment 1, and differs from Embodiment 1 in that: A comprehensive service dimension analysis unit is used to analyze the acquired after-sales service information, calculate the comprehensive service dimension value based on the total number of after-sales service complaints and the corresponding complaint handling results, and transmit the comprehensive service dimension value to the service quality comprehensive analysis unit.

[0025] Obtain service complaints within time period T, denoted as F, where F=1, 2, …, D, where D represents the total number of service complaints. Obtain the corresponding after-sales service volume within time period T, denoted as S. Then analyze service complaints F to obtain the response speed V corresponding to service complaints F. F and processing time W F , and the response speed here is expressed as the time point when the service complaint is received as the starting point and the time point when the corresponding service personnel communicate is the end point, then the corresponding time period response speed, and the response speed is the time value, and the processing time is the communication time point as the starting point and the service is ended as the end point, the time period is recorded as the processing time, and the after-sales time J corresponding to the service complaint F is obtained. F The time between complaints and F , and the complaint interval refers to the time period after the completion of after-sales service and before the receipt of service complaints. In a specific example, suppose that within a one-month time period T, a company receives a total of 30 service complaints, that is, D=30. At the same time, the after-sales service volume S for that month is 500 times. For service complaint 1, the complaint was received at 10 a.m. and the service staff communicated with it at 10:15 a.m., so the response speed V1 is 15 minutes. The processing starts at 10:15 and the service ends at 2 p.m., and this period of time is the processing time W1. If the after-sales service is completed at 4 p.m. the previous day, then the complaint interval time M1 is the time period from 4 p.m. yesterday to 10 a.m. today. The after-sales time J1 can determine the start and end time and calculate the duration based on the specific after-sales service records.

[0026] At the same time, substitute the obtained parameters into the formula as follows The complaint value Q of service complaints is calculated by the above formula: F ,in and is the preset proportional coefficient; Then all the service complaint values ​​Q calculated are F Substitute into the formula, as follows The comprehensive service dimension value R2 is calculated by the above formula, and is a preset proportional coefficient, and transmits the comprehensive service dimension value R2 to the service quality comprehensive analysis unit.

[0027] Embodiment 3, as Embodiment 3 of the present invention, is implemented on the basis of Embodiment 1 and Embodiment 2, and differs from Embodiment 1 and Embodiment 2 in that: A service quality comprehensive analysis unit, which is used to calculate the service evaluation value based on the obtained satisfaction dimension value and the comprehensive service dimension value, and generate quality evaluation information based on the periodic changes of the service evaluation value, and the quality evaluation information includes normal quality evaluation information and reduced quality evaluation information, and the quality evaluation information is transmitted to the evaluation information output unit at the same time.

[0028] Substitute the obtained satisfaction dimension value R1 and comprehensive service dimension value R2 into the formula R=(R1+R2)÷2 to calculate the service evaluation value within the time period T. At the same time, obtain historical data and the historical service evaluation value within the same time period. Then, establish a relationship diagram with the time period as the horizontal axis and the service evaluation value as the vertical axis, and analyze the changes in the service evaluation value based on the relationship diagram. The service evaluation difference corresponding to two adjacent time periods T is calculated, and here the service evaluation value of the latter time period is subtracted from the service evaluation value of the previous period, and so on to obtain all the service evaluation differences, and the service evaluation differences are classified into positive evaluation differences and negative evaluation differences, and the number of the two is compared at the same time. If the number of positive evaluation differences is greater than the number of negative evaluation differences, normal quality evaluation information is generated. If the number of positive evaluation differences is less than the number of negative evaluation differences, quality evaluation degradation information is generated.

[0029] An evaluation information output unit is used to display the acquired quality evaluation information to a corresponding operator.

[0030] Embodiment 4, as the fourth embodiment of the present invention, focuses on combining the implementation processes of Embodiment 1, Embodiment 2 and Embodiment 3 for implementation.

[0031] Meanwhile, the contents not described in detail in this specification belong to the prior art known to those skilled in the art.

[0032] The above embodiments are only used to illustrate the technical method of the present invention rather than to limit it. Although the present invention has been described in detail with reference to the preferred embodiments, those skilled in the art should understand that the technical method of the present invention may be modified or replaced by equivalents without departing from the spirit and scope of the technical method of the present invention.

Claims

1. A multi-dimensional automobile after-sales service quality evaluation system, characterized in that: include: A customer satisfaction dimension analysis unit is used to analyze the after-sales service information transmitted by the after-sales service information acquisition unit, generate a customer evaluation value based on the questionnaire scores of the after-sales service customers, and comprehensively screen the customer evaluation values ​​in combination with the complaints of the after-sales service customers to obtain a satisfaction dimension value, and transmit the satisfaction dimension value to the service quality comprehensive analysis unit; A comprehensive service dimension analysis unit, used to analyze the after-sales service information transmitted by the after-sales service information acquisition unit, calculate the comprehensive service dimension value based on the total number of after-sales service complaints and the corresponding complaint handling results, and transmit the comprehensive service dimension value to the service quality comprehensive analysis unit; The service quality comprehensive analysis unit is used to calculate the service evaluation value based on the obtained satisfaction dimension value and comprehensive service dimension value, and generate quality evaluation information based on the periodic changes of the service evaluation value, and the quality evaluation information includes normal quality evaluation information and reduced quality evaluation information, and the quality evaluation information is transmitted to the evaluation information output unit at the same time.

2. The multi-dimensional automobile after-sales service quality evaluation system according to claim 1 is characterized in that: It also includes an after-sales service information acquisition unit and an evaluation information output unit; An after-sales service information acquisition unit is used to acquire after-sales service information of automobile after-sales service customers, and transmit the acquired after-sales service information to the comprehensive service dimension analysis unit and the customer satisfaction dimension analysis unit respectively; An evaluation information output unit is used to display the acquired quality evaluation information to a corresponding operator.

3. The multi-dimensional automobile after-sales service quality evaluation system according to claim 1 is characterized in that: The specific manner in which the customer satisfaction dimension analysis unit analyzes the acquired after-sales service information is as follows: Obtain all after-sales service customers within time T, and label the after-sales service customers as i, where i=1, 2, ..., j, where j represents the number of after-sales service customers. At the same time, obtain the questionnaire corresponding to after-sales service customer i, and obtain the customer evaluation value of the after-sales service customer according to the questionnaire, which is recorded as Pi; Then, the customer rating value of after-sales service customer i is classified according to the complaints of after-sales service customers. If the after-sales service customer has a complaint, the corresponding after-sales service customer will be marked as a customer to be analyzed, and the corresponding customer evaluation value will be marked as an evaluation value to be analyzed. If the after-sales service customer does not have a complaint, no processing will be performed, and the corresponding customer evaluation value will be marked as a valid evaluation value, and the evaluation value to be analyzed will be analyzed.

4. The multi-dimensional automobile after-sales service quality evaluation system according to claim 3 is characterized in that: The specific method of analyzing the evaluation value to be analyzed by the customer satisfaction dimension analysis unit is as follows: Obtain the customer to be analyzed and its corresponding evaluation value to be analyzed, and label the customer to be analyzed as a, where a=1, 2, ..., b, where b represents the number of customers to be analyzed, and obtain the complaint issues of customer a to be analyzed as Ca, where C=1, 2, ..., H, where H represents the number of complaint issues. At the same time, classify the complaint issues of customer a to be analyzed according to the complaint type to obtain the same type of complaint issues, and obtain the score values ​​of the questionnaire questions corresponding to the same type of complaint issues, and then calculate the deduction ratio Q corresponding to the same type of complaint issues. The specific calculation method is as follows And u is the score of the question, is the preset proportional coefficient, and the calculated reduction ratios Q of the same type of complaint problems are summed up and the average is calculated to obtain the average ratio. At the same time, the average ratio is multiplied by the evaluation value to be analyzed to obtain the calculated evaluation value of the customer to be analyzed, recorded as Ya.

5. The multi-dimensional perspective automobile after-sales service quality evaluation system according to claim 1 is characterized in that: The specific method of generating the satisfaction dimension value by the customer satisfaction dimension analysis unit is: The customer corresponding to the effective evaluation value is recorded as the effective evaluation customer and recorded as k, where k=1, 2, ..., g. Then, the calculated evaluation value Ya of the customer to be analyzed and the effective evaluation value Pk of the effective evaluation customer are calculated to obtain the satisfaction dimension value R1. The specific calculation method is as follows and It is a preset proportional coefficient, and the specific value is set by the operator.

6. The multi-dimensional perspective automobile after-sales service quality evaluation system according to claim 1 is characterized in that: The specific method in which the comprehensive service dimension analysis unit analyzes the after-sales service information is as follows: Obtain service complaints within time period T, denoted as F, where F=1, 2, …, D, where D represents the total number of service complaints. Obtain the corresponding after-sales service volume within time period T, denoted as S. Then analyze service complaints F to obtain the response speed V corresponding to service complaints F. F and processing time W F , and obtain the after-sales time J corresponding to the service complaint F F The time between complaints and F , and substitute the obtained parameters into the formula as follows The complaint value Q of service complaints is calculated by the above formula: F ,in and is the preset proportional coefficient; Then all the service complaint values ​​Q calculated are F Substitute the formula to calculate the comprehensive service dimension value R2. The specific calculation formula is as follows and is a preset proportional coefficient, and transmits the comprehensive service dimension value R2 to the service quality comprehensive analysis unit.

7. The multi-dimensional automobile after-sales service quality evaluation system according to claim 1 is characterized in that: The specific method for the service quality comprehensive analysis unit to generate quality evaluation information is as follows: Substitute the satisfaction dimension value R1 and the comprehensive service dimension value R2 into the formula R = (R1 + R2) ÷ 2 to calculate the service evaluation value within the time period T. At the same time, obtain historical data and historical service evaluation values ​​within the same time period. Then, establish a relationship diagram with the time period as the horizontal axis and the service evaluation value as the vertical axis, and analyze the changes in the service evaluation value based on the relationship diagram.

8. The multi-dimensional perspective automobile after-sales service quality evaluation system according to claim 7 is characterized in that: The specific method in which the service quality comprehensive analysis unit analyzes the change of the service evaluation value according to the relationship diagram is: Calculate the service evaluation difference corresponding to two adjacent time periods T, and classify the service evaluation difference to obtain positive evaluation difference and negative evaluation difference, and compare the number of the two. If the number of positive evaluation differences is greater than the number of negative evaluation differences, generate normal quality evaluation information; if the number of positive evaluation differences is less than the number of negative evaluation differences, generate quality evaluation reduction information.

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