Questionnaire survey method and device, computer equipment, storage medium and program product

Abstract

The invention relates to a questionnaire survey method and device, computer equipment, a storage medium and a program product. The method comprises the following steps: acquiring a service scene, a service contact, travel information and target object feature information of a target object; based on the service scene, the service contact, the travel information and the target object feature information, determining a target questionnaire template and a target investigation question corresponding to the target object; generating a target questionnaire corresponding to the target object based on the target questionnaire template and the target investigation question; determining a target sending path of the target questionnaire, and sending the target questionnaire to the target object through the target sending path; and receiving a questionnaire result corresponding to the target questionnaire. By adopting the method, the flexibility of questionnaire survey can be improved.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of computers, and in particular to a questionnaire survey method and device, a computer device, a storage medium and a program product. BACKGROUND

[0002] In the increasingly competitive environment of the global aviation market, passenger travel experience surveys have become an important source of data for airlines to improve service quality and brand value. Airlines obtain passenger evaluation information by sending survey questionnaires to passengers, and determine improvement plans for improving service quality and brand value by analyzing the evaluation information.

[0003] In the traditional technology, airlines send different survey questionnaires to passengers of different grades (for example, platinum card grade, gold card grade, and silver card grade, etc.) to obtain evaluation information of passengers of different grades, and the flexibility of questionnaire surveys is low. SUMMARY

[0004] Therefore, it is necessary to provide a questionnaire survey method, device, computer device, storage medium and program product capable of improving the flexibility of questionnaire surveys to solve the above technical problems.

[0005] In a first aspect, the present application provides a questionnaire survey method. The method comprises:

[0006] obtaining service scenarios, service touchpoints, travel information and target object characteristic information of a target object;

[0007] determining a target survey questionnaire template and a target survey question corresponding to the target object based on the service scenarios, the service touchpoints, the travel information and the target object characteristic information;

[0008] generating a target survey questionnaire corresponding to the target object based on the target survey questionnaire template and the target survey question;

[0009] determining a target sending path of the target survey questionnaire, and sending the target survey questionnaire to the target object through the target sending path;

[0010] receiving a survey questionnaire result corresponding to the target survey questionnaire.

[0011] In one embodiment, determining a target survey questionnaire template and a target survey question corresponding to the target object based on service scenarios, service touchpoints, travel information and target object characteristic information comprises:

[0012] obtaining a target questionnaire distribution strategy corresponding to the service touchpoint and the target object characteristic information; a distribution identifier in the target questionnaire distribution strategy represents distribution;

[0013] For each target questionnaire delivery strategy, based on the service scenario, the target object characteristic information, and the delivery object information and the candidate template information set in the target questionnaire delivery strategy, a reference survey questionnaire template corresponding to the target questionnaire delivery strategy is determined;

[0014] Based on the delivery constraint condition corresponding to the service touch point, a target survey questionnaire template is determined from the reference survey questionnaire template;

[0015] A candidate question set corresponding to the target survey questionnaire template is obtained;

[0016] Based on the service scenario, the travel information, and the target object characteristic information, a target survey question is selected from the candidate question set.

[0017] In one embodiment, in the case where the number of candidate template information sets in the target questionnaire delivery strategy is at least two, for each target questionnaire delivery strategy, based on the service scenario, the target object characteristic information, and the delivery object information and the candidate template information set in the target questionnaire delivery strategy, a reference survey questionnaire template corresponding to the target questionnaire delivery strategy is determined, including:

[0018] In the case where the service scenario and the target object characteristic information meet the delivery object information in the target questionnaire delivery strategy, a priority identifier in each candidate template information set is obtained;

[0019] The target object characteristic information is compared with the candidate template matching object information in the candidate template information set in the order from front to back according to the priority identifier;

[0020] In the case where the target object characteristic information meets the candidate template matching object information in the candidate template information set, the candidate template in the candidate template information set is determined as the reference survey questionnaire template.

[0021] In one embodiment, a target sending path of the target survey questionnaire is determined, including:

[0022] It is determined whether the target object is an enterprise employee, and in the case where the target object is an enterprise employee, the WeChat of the enterprise of the target object is determined as the target sending path;

[0023] In the case where the target object is not an enterprise employee, it is determined whether the target object follows the WeChat public account of the enterprise, and in the case where the target object has followed the WeChat public account of the enterprise, the WeChat of the target object is determined as the target sending path;

[0024] In the case where the target object has not followed the WeChat public account of the enterprise, a telephone contact method of the target object is obtained, and in the case where the telephone contact method of the target object exists, the short message of the target object is determined as the target sending path;

[0025] In the absence of the telephone contact information of the target object, the mailbox of the target object is determined as the target sending path.

[0026] In one embodiment, in the case of obtaining multiple survey questionnaire results, the method further comprises:

[0027] For each survey questionnaire result, obtain survey information of a hierarchical question in the survey questionnaire result; the hierarchical question refers to a question including an upper question and a lower question; the survey information includes a satisfaction degree corresponding to the upper question and a reason item corresponding to the lower question;

[0028] Based on the correspondence between the reason item and the category label, the satisfaction degree corresponding to the category label is determined.

[0029] For each category label, the multiple satisfaction degrees corresponding to the category label are counted to obtain satisfaction degree statistical information corresponding to the category label.

[0030] In one embodiment, in the case of obtaining multiple survey questionnaire results, the questionnaire survey method further comprises:

[0031] Based on the multiple survey questionnaire results, determine multiple data sets respectively corresponding to multiple data dimensions;

[0032] Obtain metadata from the multiple data sets to generate a metadata sequence; the metadata sequence includes a correspondence between the metadata and a scene identifier and a chart identifier;

[0033] Obtain data corresponding to the metadata from the multiple data sets to generate a data sequence; the data sequence includes a correspondence between the metadata and the data;

[0034] Based on the metadata sequence and the data sequence, generate multiple target charts corresponding to a target scene.

[0035] In one embodiment, based on the metadata sequence and the data sequence, generating multiple target charts corresponding to a target scene comprises:

[0036] In response to a display trigger operation, obtain a target scene identifier corresponding to the display trigger operation;

[0037] Based on the target scene identifier, obtain target metadata and target chart identifiers corresponding to the target scene identifier from the metadata sequence;

[0038] Obtain target data corresponding to the target metadata from the data sequence;

[0039] For each target chart identifier, based on multiple target data of the target metadata corresponding to the target chart identifier, generate a target chart corresponding to the target chart identifier.

[0040] In a second aspect, the present application further provides a questionnaire device. The device comprises:

[0041] an acquisition module configured to acquire service scenario, service touch point, travel information and target object feature information of a target object;

[0042] a determination module configured to determine a target questionnaire template and a target questionnaire question corresponding to the target object based on the service scenario, the service touch point, the travel information and the target object feature information;

[0043] a generation module configured to generate a target questionnaire corresponding to the target object based on the target questionnaire template and the target questionnaire question;

[0044] a sending module configured to determine a target sending path of the target questionnaire, and send the target questionnaire to the target object through the target sending path;

[0045] a receiving module configured to receive a questionnaire result corresponding to the target questionnaire.

[0046] In a third aspect, the present application further provides a computer device comprising a memory and a processor, wherein the memory stores a computer program, and the processor implements the steps of the method in any one of the first aspect when executing the computer program.

[0047] In a fourth aspect, the present application further provides a computer readable storage medium, which stores a computer program, and the computer program implements the steps of the method in any one of the first aspect when executed by a processor.

[0048] In a fifth aspect, the present application further provides a computer program product comprising a computer program, and the computer program implements the steps of the method in any one of the first aspect when executed by a processor.

[0049] The aforementioned questionnaire survey methods, devices, computer equipment, storage media, and computer program products acquire the service scenarios, service touchpoints, travel information, and target object characteristic information of the target audience; based on the service scenarios, service touchpoints, travel information, and target object characteristic information, determine the target questionnaire template and target survey questions corresponding to the target audience; based on the target questionnaire template and target survey questions, generate the target questionnaire corresponding to the target audience; determine the target distribution channel for the target questionnaire, and send the target questionnaire to the target audience through the target distribution channel; and receive the survey results corresponding to the target questionnaire. By dynamically determining the target questionnaire template and target survey questions corresponding to the target audience based on the service scenarios, service touchpoints, travel information, and target object characteristic information, and generating a target questionnaire matching the target audience based on the target questionnaire template and target survey questions, the flexibility of target questionnaire generation is improved; after generating the target questionnaire, the target distribution channel is dynamically determined, and the target questionnaire is sent to the target audience through the target distribution channel, realizing the flexibility of target questionnaire delivery channels. The above process realizes a fundamental shift in the generation and delivery of target questionnaires from "static preset" to "dynamic adaptation," thereby significantly improving the flexibility of questionnaire surveys. Attached Figure Description

[0050] Figure 1 This is a diagram illustrating the application environment of a questionnaire survey method in one embodiment;

[0051] Figure 2 This is a flowchart illustrating a questionnaire survey method in one embodiment;

[0052] Figure 3 This is a flowchart illustrating the steps for determining the target survey questionnaire template and target survey questions in one embodiment;

[0053] Figure 4 A schematic diagram of the problem label setting interface in one embodiment;

[0054] Figure 5 This is a flowchart illustrating the process of distributing a targeted survey questionnaire in one embodiment;

[0055] Figure 6 This is a schematic diagram of the category label setting interface in one embodiment;

[0056] Figure 7 This is a schematic diagram illustrating the process of generating a target chart in one embodiment;

[0057] Figure 8 This is a structural block diagram of a questionnaire survey device in one embodiment;

[0058] Figure 9This is an internal structural diagram of a computer device in one embodiment. Detailed Implementation

[0059] To make the objectives, technical solutions, and advantages of this application clearer, the following detailed description is provided in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative and not intended to limit the scope of this application.

[0060] The questionnaire survey method provided in this application embodiment can be applied to, for example... Figure 1 In the application environment shown, terminal 102 communicates with server 104 via a network. A data storage system can store the data that server 104 needs to process. The data storage system can be integrated on server 104 or placed on the cloud or other network servers. Both the terminal and the server can be used independently to execute the questionnaire survey method provided in this embodiment. The terminal and server can also work together to execute the questionnaire survey method provided in this embodiment. For example, terminal 102 obtains the service scenario, service touchpoints, travel information, and target object characteristic information of the target object; based on the service scenario, service touchpoints, travel information, and target object characteristic information, it determines the target questionnaire template and target survey questions corresponding to the target object; based on the target questionnaire template and target survey questions, it generates a target questionnaire corresponding to the target object; it determines the target sending method for the target questionnaire and sends the target questionnaire to the target object through the target sending method; and it receives the questionnaire results corresponding to the target questionnaire. Terminal 102 can be, but is not limited to, various personal computers, laptops, smartphones, tablets, IoT devices, and portable wearable devices. IoT devices can be smart speakers, smart TVs, smart air conditioners, smart vehicle devices, etc. Portable wearable devices can include smartwatches, smart bracelets, and head-mounted devices. Server 104 can be implemented using a standalone server or a server cluster consisting of multiple servers.

[0061] In one embodiment, such as Figure 2 As shown, a questionnaire survey method is provided. This method can be applied to computer devices, which can be terminals or servers. The survey can be conducted independently by the terminal or server, or it can be implemented through interaction between the terminal and the server. This embodiment uses the application of this method to a computer device as an example for illustration, including steps 202 to 210.

[0062] Step 202: Obtain the service scenario, service touchpoints, itinerary information, and target object characteristic information of the target object.

[0063] The target object refers to an object of issuing a questionnaire, and the target object can be an airline passenger. The service scenario refers to a key service link in which the airline passenger is located in the whole journey of air travel, such as in-flight catering, baggage check-in, cabin service, lounge, unattended children, irregular flights, check-in, boarding, and flight. The service touch point refers to a specific contact point at which the airline passenger interacts with the service, such as catering products, pre-paid products, self-service check-in counters, manual check-in windows, baggage transfer discs, in-flight Wi-Fi login pages, and the like. The itinerary information refers to dynamic data related to the current itinerary of the target object, such as flight number, departure time, aircraft type, baggage check-in status, catering selection, and the like. The target object characteristic information refers to portrait data describing the attributes of the target object itself, such as membership level, historical travel records, historical complaint records, travel purpose, cabin class for this trip, and the like.

[0064] Exemplarily, the computer device obtains the service scenario, the service touch point, the itinerary information, and the target object characteristic information of the target object.

[0065] In step 204, based on the service scenario, the service touch point, the itinerary information, and the target object characteristic information, a target questionnaire template corresponding to the target object and a target survey question are determined.

[0066] The target questionnaire template refers to a questionnaire template matched based on the service scenario, the service touch point, and the target object characteristic information, which can be understood as a questionnaire template selected from the candidate questionnaire templates and used to generate the target questionnaire sent to the target object. The target survey question refers to a question selected from the candidate question set corresponding to the target questionnaire template and used to generate the target questionnaire, which can be understood as a question finally constituting the target questionnaire after being selected and dynamically adjusted from the candidate question set corresponding to the target questionnaire template based on the service scenario, the itinerary information, and the target object characteristic information.

[0067] Exemplarily, the computer device determines a target survey questionnaire template based on the service scenario, the service touch point, the target object feature information, and a candidate questionnaire distribution strategy; and determines a target survey question based on the service scenario, the travel information, the target object feature information, and a candidate question set corresponding to the target survey questionnaire template. The candidate questionnaire distribution strategy is a questionnaire distribution strategy that is pre-set and saved, and the candidate questionnaire distribution strategy corresponds to a candidate service touch point and candidate object feature information. The candidate questionnaire distribution strategy includes a distribution identifier, distribution object information, and at least one candidate template information set. The distribution identifier represents whether to distribute, and can be an identifier representing distribution or an identifier representing no distribution. The distribution object information is a set of information representing a distribution object. The candidate template information set is a set composed of a candidate template and candidate template related information, and the candidate template information set includes but is not limited to a candidate template, a priority of the candidate template, candidate template matching object information corresponding to the candidate template, and a candidate question set corresponding to the candidate template.

[0068] In step 206, a target survey questionnaire corresponding to the target object is generated based on the target survey questionnaire template and the target survey question.

[0069] The target survey questionnaire is a survey questionnaire generated according to the target survey questionnaire template and the target survey question, and corresponds to the target object. It can be understood that the target survey questionnaire is a survey questionnaire sent to the target object.

[0070] Exemplarily, the computer device generates a target survey questionnaire corresponding to the target object according to the target survey questionnaire template and the target survey question.

[0071] In step 208, a target sending path of the target survey questionnaire is determined, and the target survey questionnaire is sent to the target object through the target sending path.

[0072] The target sending path is a specific channel for distributing the target survey questionnaire to the target object, for example, an airline questionnaire survey program (APP), a WeChat mini program, a short message, an enterprise WeChat, an email, etc.

[0073] Exemplarily, the computer device determines a target sending path of the target survey questionnaire, and sends the target survey questionnaire to the target object through the target sending path.

[0074] In step 210, a survey questionnaire result corresponding to the target survey questionnaire is received.

[0075] The survey questionnaire result is feedback data generated after the target object fills in and submits the target survey questionnaire.

[0076] Exemplarily, the computer device receives a survey questionnaire result corresponding to the target survey questionnaire.

[0077] In the above investigation method, the target investigation questionnaire template and the target investigation question corresponding to the target object are dynamically determined based on the service scenario, the service touch point, the travel information and the target object characteristic information, the target investigation questionnaire matching the target object is generated based on the target investigation questionnaire template and the target investigation question, and therefore the flexibility of the target investigation questionnaire generation is improved. After the target investigation questionnaire is generated, the target sending path of the target investigation questionnaire is dynamically determined, the target investigation questionnaire is sent to the target object through the target sending path, and therefore the flexibility of the target investigation questionnaire delivery channel is realized. The above process realizes the fundamental change of the generation and delivery of the target investigation questionnaire from "static presetting" to "dynamic adaptation", and therefore the flexibility of the questionnaire investigation is significantly improved.

[0078] In one embodiment, as shown in FIG. 3, based on the service scenario, the service touch point, the travel information and the target object characteristic information, the target investigation questionnaire template and the target investigation question corresponding to the target object are determined, including: Figure 3

[0079] In step 302, the target questionnaire delivery strategy corresponding to the service touch point and the target object characteristic information is acquired. The delivery identifier in the target questionnaire delivery strategy represents delivery.

[0080] The target questionnaire delivery strategy refers to a candidate questionnaire delivery strategy matched with the service touch point and the target object characteristic information. The target questionnaire delivery strategy includes the delivery identifier, the delivery object information and the candidate template information set, and the delivery identifier in the target questionnaire delivery strategy represents delivery. The number of target questionnaire delivery strategies can be one or more.

[0081] For example, the computer device acquires multiple candidate questionnaire delivery strategies, and determines the target questionnaire delivery strategy matched with the service touch point and the target object information.

[0082] In one embodiment, the computer device determines the initial questionnaire delivery strategy from the multiple candidate questionnaire delivery strategies according to the service touch point and the target object characteristic information, and determines the initial questionnaire delivery strategy represented by the delivery identifier as the target questionnaire delivery strategy. That is, the initial questionnaire delivery strategy matched with the service touch point and the target object information is first screened out, and then the target questionnaire delivery strategy represented by the delivery identifier is screened out from the initial questionnaire delivery strategy.

[0083] ​In an embodiment, the initial questionnaire delivery strategy is determined from the plurality of candidate questionnaire delivery strategies according to the service touchpoint and the target object feature information, including: determining a candidate questionnaire delivery strategy corresponding to a candidate service touchpoint same as the service touchpoint as a reference questionnaire delivery strategy; determining, for each reference questionnaire delivery strategy, a similarity between candidate object feature information corresponding to the reference questionnaire delivery strategy and the target object feature information, and determining a reference questionnaire delivery strategy corresponding to a similarity greater than a similarity threshold as the initial questionnaire delivery strategy to be delivered. The similarity is a numerical value representing the degree of similarity between the candidate object feature information and the target object feature information. The greater the similarity, the higher the degree of similarity between the candidate object feature information and the target object feature information. The similarity threshold is a threshold value set in advance for comparison with the similarity. It can be understood that the minimum similarity for determining the reference questionnaire delivery strategy as the initial questionnaire delivery strategy to be delivered.

[0084] In step 304, for each target questionnaire delivery strategy, a reference survey questionnaire template corresponding to the target questionnaire delivery strategy is determined based on the service scenario, the target object feature information, and the delivery object information and the candidate template information set in the target questionnaire delivery strategy.

[0085] The reference survey questionnaire template is a survey questionnaire template preliminarily screened according to the service scenario and the target object feature information. The number of reference survey questionnaire templates can be one or more.

[0086] For example, for each target questionnaire delivery strategy, the computer device determines the reference survey questionnaire template corresponding to the target questionnaire delivery strategy based on the service scenario, the target object feature information, and the delivery object information and the candidate template information set in the target questionnaire delivery strategy.

[0087] In step 306, the target survey questionnaire template is determined from the reference survey questionnaire templates based on the delivery constraint condition corresponding to the service touchpoint.

[0088] The delivery constraint condition is a rule for limiting the delivery of the questionnaire. The delivery constraint condition includes but is not limited to time constraint, frequency constraint (for example, a user can only be delivered a survey questionnaire once in 7 days) or physical location constraint, etc. The delivery constraint condition is associated with the service touchpoint, that is, each service touchpoint has a delivery constraint condition corresponding thereto.

[0089] For example, the computer device obtains the delivery constraint condition corresponding to the service touchpoint, and determines the target survey questionnaire template from the reference survey questionnaire templates based on the delivery constraint condition corresponding to the service touchpoint.

[0090] In step 308, a candidate question set corresponding to the target survey questionnaire template is obtained.

[0091] The candidate question set refers to a set of candidate questions, and the candidate question set corresponds to the candidate template, that is, one candidate template corresponds to one candidate question set. The candidate question set includes multiple candidate questions. The candidate question set can include general questions (for example, satisfaction with this flight punctuality) and personalized questions (for example, whether the selected vegetarian meal taste meets expectations). The candidate question set can include at least one type of question, such as a single-choice question, a multiple-choice question, a scoring question, an open question, a scale question, and an expression evaluation question. The candidate question has a question label corresponding thereto. The question label can be one or more of a service scenario, trip information, and object feature information. It can be understood that the candidate question is bound to one or more of the service scenario, the trip information, and the object feature information, and the question label is used to limit the applicable scenario of the candidate question. For example, when an operator sets a candidate question, the operator sets the question label of the candidate question through the question label setting interface as shown in FIG. 4, sets the service scenario corresponding to the candidate question through 402, and sets the associated product corresponding to the candidate question through 404 and 406. The computer device determines the service scenario and the associated product as the question label of the candidate question. Figure 4

[0092] For example, the computer device obtains the candidate question set from the corresponding candidate template information set in which the target questionnaire template is located.

[0093] In step 310, the target survey question is selected from the candidate question set based on the service scenario, the trip information, and the target object feature information.

[0094] For example, the computer device selects the target survey question that matches at least one of the service scenario, the trip information, and the target object feature information from the candidate question set.

[0095] In one embodiment, the computer device determines, as a reference question, a candidate question in the candidate question set that has the same question label as the service scenario; adjusts the reference question based on the trip information to obtain an adjusted question; generates an additional question based on the target object feature information; and determines the adjusted question and the additional question as the target survey question. For example, the service scenario is paid luggage, a candidate question with the question label of paid luggage is selected from the candidate question set as a reference question, the trip information is luggage check-in success, the reference question “Is the flow of this luggage service reservation clear?” is adjusted to “Is the flow of the pre-paid luggage check-in discount product reservation clear?”, and the target object feature information includes a paid meal preference, and “What meal do you expect to add?” is determined as an additional question.

[0096] ​In the embodiment, the target questionnaire template and the target survey question corresponding to the target object are dynamically determined through the service scenario, the service touch point, the travel information and the target object characteristic information of the target object, and the target questionnaire matching the target object is generated based on the target questionnaire template and the target survey question, thereby improving the flexibility of the target questionnaire generation.

[0097] In one embodiment, in the case that the number of the candidate template information set in the target questionnaire delivery strategy is at least two, for each target questionnaire delivery strategy, the reference questionnaire template corresponding to the target questionnaire delivery strategy is determined based on the service scenario, the target object characteristic information, and the delivery object information and the candidate template information set in the target questionnaire delivery strategy, including:

[0098] In the case that the service scenario and the target object characteristic information meet the delivery object information in the target questionnaire delivery strategy, the priority identifier in each candidate template information set is acquired; the target object characteristic information is compared with the candidate template matching object information in the candidate template information set in the order from front to back according to the priority identifier; in the case that the target object characteristic information meets the candidate template matching object information in the candidate template information set, the candidate template in the candidate template information set is determined as the reference questionnaire template.

[0099] The priority identifier is an identifier representing the priority order of the candidate template, and the priority identifier can be a number, a character or a word identifier, for example, the priority identifier is 1, 2, 3, or the priority identifier is A, B, C. The candidate template matching object information is more detailed matching rules and conditions corresponding to the candidate template in the candidate template information set, for example, the candidate template matching object information is a gold card member or an international flight passenger.

[0100] Exemplarily, the number of the candidate template information sets in the target questionnaire delivery strategy is at least two, and the service scenario of the target object and the target object feature information meet the delivery object information in the target questionnaire delivery strategy. The computer device acquires the priority identifiers in the at least two candidate template information sets, determines the current candidate template information set in the order from front to back of the priority identifiers, compares the target object feature information with the candidate template matching object information in the current candidate template information set, and if the target object feature information meets the candidate template matching object information in the current candidate template information set, determines the candidate template in the current candidate template information set as the reference survey questionnaire template. If the target object feature information does not meet the candidate template matching object information in the current candidate template information set, repeatedly performs the step of determining the current candidate template information set in the order from front to back of the priority identifiers until the reference survey questionnaire template is determined. For example, the number of the candidate template information sets in the target questionnaire delivery strategy is three, and the relationship of the three candidate template information sets is mutually exclusive. The three candidate template information sets are candidate template information set 1, candidate template information set 2 and candidate template information set 3. The candidate template information set 1 includes candidate template A, candidate template matching object information A and priority identifier 1. The candidate template information set 2 includes candidate template B, candidate template matching object information B and priority identifier 2. The candidate template information set 3 includes candidate template C, candidate template matching object information C and priority identifier 3. The priority of the priority identifier 1 is higher than the priority of the priority identifier 2, and the priority of the priority identifier 2 is higher than the priority of the priority identifier 3. First, it is determined whether the service scenario of the target object and the target object feature information meet the delivery object information in the target questionnaire delivery strategy. If the service scenario of the target object and the target object feature information meet the delivery object information in the target questionnaire delivery strategy, the candidate template information set 1 is first determined as the current candidate template information set. The target object feature information is compared with the candidate template matching object information A. If the target object feature information does not meet the candidate template matching object information A, the candidate template information set 2 is determined as the current candidate template information set. The target object feature information is compared with the candidate template matching object information B. If the target object feature information meets the candidate template matching object information B, the candidate template B is determined as the reference survey questionnaire template.

[0101] In the embodiment, when the number of the candidate template information set is multiple, the candidate templates are sequentially screened according to the priority identifiers in the candidate template information set from the candidate templates with high priority, and the screening is stopped when the reference survey questionnaire template is determined. Not only the candidate templates with high priority are ensured to be reached preferentially, but also the resource waste caused by screening multiple candidate templates is avoided, the calculation amount for determining the reference survey questionnaire template is reduced, the determination efficiency of the reference survey questionnaire template is improved, and the foundation for large-scale and high-concurrency questionnaire survey is laid.

[0102] In one embodiment, the target sending path of the target survey questionnaire is determined, comprising:

[0103] It is determined whether the target object is an enterprise employee, and the WeChat of the enterprise of the target object is determined as the target sending path when the target object is an enterprise employee. When the target object is not an enterprise employee, it is determined whether the target object follows the WeChat public account of the enterprise, and the WeChat of the target object is determined as the target sending path when the target object has followed the WeChat public account of the enterprise. When the target object has not followed the WeChat public account of the enterprise, the telephone contact information of the target object is obtained, the short message of the target object is determined as the target sending path when the telephone contact information of the target object exists, and the mailbox of the target object is determined as the target sending path when the telephone contact information of the target object does not exist.

[0104] The enterprise employee refers to personnel having an employment relationship with the questionnaire initiator (i.e., an airline company), and the enterprise employee has the use permission of the enterprise internal communication tool (i.e., WeChat of the enterprise). The WeChat of the enterprise refers to the internal collaborative office communication application designed for the enterprise organization. The WeChat public account of the enterprise refers to the official account established by the questionnaire initiator on the WeChat public platform for providing services and information to the outside, and the followers constitute the potential external survey object group. The telephone contact information refers to the mobile phone number for receiving short messages or voice calls. The short message refers to the text information sent through the mobile network of the telecommunications operator. The mailbox refers to the email address.

[0105] For example, the computer device first determines whether the target object is an enterprise employee, and the WeChat of the enterprise of the target object is determined as the target sending path when the target object is an enterprise employee. When the target object is not an enterprise employee, it is determined whether the target object follows the WeChat public account of the enterprise, and the WeChat of the target object is determined as the target sending path when the target object has followed the WeChat public account of the enterprise. When the target object has not followed the WeChat public account of the enterprise, the telephone contact information of the target object is obtained, the short message of the target object is determined as the target sending path when the telephone contact information of the target object exists, and the mailbox of the target object is determined as the target sending path when the telephone contact information of the target object does not exist.

[0106] In one embodiment, a flowchart of a process of putting a target questionnaire is as shown in Figure 5 determining whether the target object is an employee of an enterprise, if the target object is an employee of an enterprise, determining the WeChat of the enterprise of the target object as a target sending approach, and sending the target questionnaire through the WeChat of the enterprise; if the target object is not an employee of an enterprise, determining whether the target object follows a WeChat public number of the enterprise, if the target object has followed the WeChat public number of the enterprise, determining the WeChat of the target object as a target sending approach, and sending the target questionnaire through the WeChat public number of the enterprise; if the target object has not followed the WeChat public number of the enterprise, obtaining a telephone contact of the target object, in a case where the telephone contact of the target object exists, determining a short message of the target object as a target sending approach, and sending the target questionnaire through the short message; and in a case where the telephone contact of the target object does not exist, determining an email of the target object as a target sending approach, and sending the target questionnaire through the email. That is, the target questionnaire is sent through the determined target sending approach, and a push reach mode is realized.

[0107] In one embodiment, after the target questionnaire is determined, the target object actively queries the target questionnaire for filling, and obtains a questionnaire result of the target questionnaire. For example, the target object queries and fills the target questionnaire through an airline program, an airline applet, or an airline questionnaire program, and the querying manner includes but is not limited to searching for a to-be-filled questionnaire, clicking a questionnaire control, and clicking a pop-up questionnaire window. That is, the target object actively queries and fills the target questionnaire, and a query trigger mode is realized.

[0108] In one embodiment, after the target questionnaire is determined, if no questionnaire result of the target questionnaire is received within a preset time period, the target questionnaire is sent through the target sending approach. That is, if the target object does not actively query and fill the target questionnaire within the preset time period, the target questionnaire is sent through the target sending approach, and a push-and-query mixed trigger mode is realized.

[0109] In this embodiment, after the target questionnaire is generated, the target sending approach of the target questionnaire is dynamically determined, the target questionnaire is sent to the target object through the target sending approach, and flexibility of a target questionnaire putting channel is realized.

[0110] In one embodiment, in a case where the obtained questionnaire results are multiple, the method further includes:

[0111] For each survey result, obtain survey information of a hierarchical question in the survey result; the hierarchical question refers to a question including an upper question and a lower question; the survey information includes a satisfaction degree corresponding to the upper question and a reason item corresponding to the lower question; based on a correspondence relationship between the reason item and a category label, determine a satisfaction degree corresponding to the category label; for each category label, count a plurality of satisfaction degrees corresponding to the category label to obtain satisfaction degree statistical information corresponding to the category label.

[0112] The hierarchical question refers to a composite question with a hierarchical structure, and is composed of an upper question and a lower question. The upper question refers to a question for obtaining a satisfaction degree, which can be understood as a core question for obtaining an overall and general evaluation of airline passengers, such as “Are you satisfied with this cabin service?” The lower question refers to a question for obtaining a reason item, which can be understood as a question for obtaining a specific reason for the satisfaction degree, such as “Which of the following aspects do you mainly feel dissatisfied with? [Multiple choices]”. The survey information refers to a set of original answer data related to the hierarchical question extracted from the completed survey questionnaire, and includes a satisfaction degree corresponding to the upper question and a reason item corresponding to the lower question. The satisfaction degree refers to quantitative or qualitative feedback given by airline passengers for the upper question, such as “satisfied”, “dissatisfied”, or “4 points” in a 5-point system. The reason item refers to a specific reason selected or written by airline passengers for the lower question that leads to their satisfaction degree, such as “slow service response” or “poor taste of meals”. The category label refers to a pre-defined business label for classifying and standardizing management of the reason item, such as setting the category label of “service language is harsh and action is not standardized” to “service personnel”, and setting the category label of “cabin broadcast is not clear and broadcast times are too many” to “service product”, and the like. The satisfaction degree statistical information refers to statistical information corresponding to the category label, which can be represented in the form of numbers, graphs, tables, and textual description information, and can be set according to actual needs. Figure 6 The satisfaction degree statistical information refers to statistical information corresponding to the category label, which can be represented in the form of numbers, graphs, tables, and textual description information, and can be set according to actual needs.

[0113] For example, for each survey result, the computer device obtains survey information of a hierarchical question in the survey result, and the survey information includes a satisfaction degree and a reason item; for survey information of each hierarchical question, obtains a category label corresponding to each reason item in the survey information, and determines the satisfaction degree in the survey information as a satisfaction degree of the category label corresponding to each reason item; for each category label, counts a plurality of satisfaction degrees corresponding to the category label to obtain satisfaction degree statistical information corresponding to the category label.

[0114] In this embodiment, by establishing the correspondence between the reason item and the category label, the satisfaction degree of the category label corresponding to the reason item is determined, the messy reason items are classified into a unified business dimension (i.e., a business label), and the business dimension is directly associated with the satisfaction degree. On this basis, the multiple satisfaction degrees corresponding to the category label are counted, and the satisfaction degree statistical information corresponding to the category label is obtained, which greatly improves the determination efficiency of the satisfaction degree statistical information and provides reliable data support for quickly positioning service bottlenecks and accurately optimizing resources.

[0115] In one embodiment, in the case of obtaining multiple survey results, the questionnaire survey method further comprises:

[0116] Based on the multiple survey results, a plurality of data sets corresponding to a plurality of data dimensions are determined; metadata in the plurality of data sets is obtained to generate a metadata sequence; the metadata sequence includes a correspondence between the metadata and a scene identifier and a chart identifier; data corresponding to the metadata in the plurality of data sets is obtained to generate a data sequence; the data sequence includes a correspondence between the metadata and the data; and based on the metadata sequence and the data sequence, a plurality of target charts corresponding to a target scene are generated.

[0117] The data dimension refers to a standard for classifying survey results, and the data dimension can be one of a time dimension (such as a flight date), a space dimension (such as an airport), a customer group dimension (such as a membership level), or a service scene dimension (such as catering or luggage). The data set refers to a structured data set formed by extracting, filtering, and preprocessing a plurality of survey results based on a specific data dimension. The metadata refers to information for describing the data structure and business semantics in the data set, and the metadata includes but is not limited to field name, data type (string, numerical value, date), display name, and formatting requirements. The metadata sequence refers to a data structure formed by standardizing and encapsulating the metadata of the plurality of data sets, and including the correspondence between the metadata and the scene identifier and the chart identifier. The scene identifier refers to a label or code for uniquely identifying a specific business analysis scene, such as "catering service satisfaction analysis" or "luggage service complaint trend". The chart identifier refers to an identifier for representing a data visualization type, such as a column chart, a line chart, or a pie chart. The data sequence refers to a data set formed by standardizing and encapsulating the numerical values in the plurality of data sets, and including the correspondence between the metadata and the data values. The target chart refers to a visualization chart automatically generated by the system and meeting the requirements of the target scene.

[0118] Exemplarily, after obtaining multiple survey results, the computer device determines multiple data sets corresponding to the multiple data dimensions respectively based on the multiple survey results, obtains metadata from the multiple data sets, generates a metadata sequence based on a correspondence between the metadata and the scene identifiers and the chart identifiers, obtains data corresponding to the metadata from the multiple data sets, generates a data sequence based on a correspondence between the metadata and the data, and generates multiple target charts corresponding to the target scene based on the metadata sequence and the data sequence.

[0119] In this embodiment, the metadata sequence is generated based on the correspondence between the metadata in the multiple data sets and the scene identifiers and the chart identifiers, and the data sequence is generated based on the correspondence between the metadata in the multiple data sets and the data. Compared with directly obtaining and generating the data required for generating the target chart from the data sets corresponding to the multiple data dimensions respectively, generating the multiple target charts corresponding to the target scene based on the metadata sequence and the data sequence shortens the time length of obtaining and generating the data required for generating the target chart, thereby improving the generation efficiency of the target chart. Moreover, generating the target chart based on the metadata sequence and the data sequence enables the front end to adaptively parse and display the data processing and display architecture of various data sets without the need to write hard-coded rendering logic for each data set, while minimizing the customization of data service docking, greatly improving the scalability of the system, greatly reducing the workload of writing special front-end rendering code for each data set, and improving the development efficiency.

[0120] In one embodiment, generating the multiple target charts corresponding to the target scene based on the metadata sequence and the data sequence comprises:

[0121] In response to a display trigger operation, obtaining a target scene identifier corresponding to the display trigger operation; based on the target scene identifier, obtaining target metadata corresponding to the target scene identifier and target chart identifiers from the metadata sequence; obtaining target data corresponding to the target metadata from the data sequence; and for each target chart identifier, generating a target chart corresponding to the target chart identifier based on multiple target data of the target metadata corresponding to the target chart identifier.

[0122] The display trigger operation refers to a trigger operation for generating a target chart, such as an operator clicking an analysis menu, selecting a function tab, or opening an analysis page. The target scene identifier refers to a unique identifier representing a specific business analysis scene, such as a "meal scene monitoring large screen" or a "luggage service monthly report". The target metadata refers to metadata obtained from the metadata sequence and corresponding to the target scene identifier. The target chart identifier refers to an identifier representing a target chart, such as a "satisfaction trend line chart" or a "complaint reason distribution pie chart". The target data refers to data obtained from the data sequence and corresponding to the target scene identifier.

[0123] Exemplarily, the computer device acquires a target scene identifier corresponding to the display trigger operation, acquires target metadata corresponding to the target scene identifier and target chart identifiers from the metadata sequence based on the target scene identifier, and acquires target data corresponding to the target metadata from the data sequence.

[0124] In one embodiment, a generation flowchart of the target chart is as shown in Figure 7 The generation flowchart of the target chart is as shown in

[0125] In this embodiment, by responding to the display trigger operation, the target scene identifier is accurately positioned, and only the target metadata and target data related to the target scene identifier are extracted from the metadata sequence and the data sequence, thereby avoiding unnecessary data transmission and front-end calculation. Not only does this ensure the instantaneity of the target chart generation, but also enables the rapid loading of a complex analysis interface. In addition, by acquiring resources on demand, the system load is reduced.

[0126] In one exemplary embodiment, an airline passenger experience management device is provided to implement an airline passenger experience management method, i.e., the questionnaire survey method described above.

[0127] The airline passenger experience management device acquires service scenarios, service touchpoints, itinerary information, and target object feature information of a target object, acquires a plurality of candidate questionnaire distribution strategies, and determines a target questionnaire distribution strategy that matches the service touchpoints and the target object information.

[0128] In a case where the number of candidate template information sets in the target questionnaire distribution strategy is at least two, and the service scenario of the target object and the target object feature information meet the distribution object information in the target questionnaire distribution strategy, the airline passenger experience management apparatus acquires priority identifiers in the at least two candidate template information sets, determines a current candidate template information set in a sequence from front to back according to the priority identifiers, compares the target object feature information with candidate template matching object information in the current candidate template information set, and determines a candidate template in the current candidate template information set as a reference survey questionnaire template in a case where the target object feature information meets the candidate template matching object information in the current candidate template information set. In a case where the target object feature information does not meet the candidate template matching object information in the current candidate template information set, the step of determining the current candidate template information set in the sequence from front to back according to the priority identifiers is repeatedly executed until the reference survey questionnaire template is determined.

[0129] In a case where the number of candidate template information sets in the target questionnaire distribution strategy is one, and the service scenario of the target object and the target object feature information meet the distribution object information in the target questionnaire distribution strategy, the airline passenger experience management apparatus compares the target object feature information with candidate template matching object information in the candidate template information set, and determines a candidate template in the candidate template information set as a reference survey questionnaire template in a case where the target object feature information meets the candidate template matching object information in the candidate template information set.

[0130] The airline passenger experience management apparatus acquires a distribution constraint condition corresponding to a service touchpoint, and determines a target survey questionnaire template from the reference survey questionnaire template based on the distribution constraint condition corresponding to the service touchpoint.

[0131] The airline passenger experience management apparatus acquires a candidate question set from a corresponding candidate template information set in which the target survey questionnaire template is located, determines a reference question as a candidate question with the same service scenario in the candidate question set, adjusts the reference question based on the trip information to obtain an adjusted question, generates an additional question based on the target object feature information, and determines the adjusted question and the additional question as a target survey question.

[0132] The airline passenger experience management apparatus generates a target survey questionnaire corresponding to the target object according to the target survey questionnaire template and the target survey question.

[0133] After determining the target questionnaire, the airline passenger experience management apparatus first determines whether the target object is an enterprise employee. If the target object is an enterprise employee, the enterprise WeChat of the target object is determined as the target sending approach, and the target questionnaire is sent through the enterprise WeChat. If the target object is not an enterprise employee, it is determined whether the target object follows the enterprise WeChat public number. If the target object has followed the enterprise WeChat public number, the WeChat of the target object is determined as the target sending approach, and the target questionnaire is sent through the enterprise WeChat public number. If the target object has not followed the enterprise WeChat public number, the telephone contact information of the target object is obtained. In the case that the telephone contact information of the target object exists, the short message of the target object is determined as the target sending approach, and the target questionnaire is sent through the short message. In the case that the telephone contact information of the target object does not exist, the mailbox of the target object is determined as the target sending approach, and the target questionnaire is sent through the mailbox.

[0134] The airline passenger experience management apparatus obtains the questionnaire results of the target questionnaire.

[0135] For each questionnaire result, the airline passenger experience management apparatus obtains the survey information of the stratified question in the questionnaire result, which includes the satisfaction degree and the reason item. For each survey information of the stratified question, the category label corresponding to each reason item in the survey information is obtained, and the satisfaction degree in the survey information is determined as the satisfaction degree of each reason item corresponding to the category label. For each category label, the multiple satisfaction degrees corresponding to the category label are counted to obtain the satisfaction degree statistical information corresponding to the category label.

[0136] For multiple questionnaire results, the airline passenger experience management apparatus determines multiple data sets corresponding to multiple data dimensions based on the multiple questionnaire results, obtains metadata from the multiple data sets, generates a metadata sequence based on the corresponding relationship between the metadata and the scene identifier and the chart identifier, and obtains data corresponding to the metadata from the multiple data sets, generates a data sequence based on the corresponding relationship between the metadata and the data.

[0137] The airline passenger experience management apparatus responds to the display trigger operation, obtains the target scene identifier corresponding to the display trigger operation, obtains the target metadata corresponding to the target scene identifier and the target chart identifier from the metadata sequence based on the target scene identifier, and obtains the target data corresponding to the target metadata from the data sequence. For each target chart identifier, the target chart corresponding to the target chart identifier is generated based on the multiple target data of the target metadata corresponding to the target chart identifier.

[0138] Compared with the traditional method, the airline passenger experience management method has the following beneficial effects:

[0139] 1. Efficiency and accuracy of questionnaire matching are improved: The scheme realizes the accurate matching of the three dimensions of "scene, customer, and experience content" by real-time monitoring of full-journey service data and dynamically extracting customer characteristics, and innovatively uses a rule engine. Among them, the scene is the service scene in the above embodiment, the customer is the itinerary information and target object characteristic information of the customer in the above embodiment, and the experience content is the service touch point in the above embodiment. According to this, the questionnaire templates matched by the delivery strategy module are dynamically screened and assembled. This method realizes efficient delivery of highly personalized questionnaires under complex rules, significantly improves the content relevance, data quality and user experience, and effectively reduces invalid answers. At the same time, the system supports high-concurrency real-time processing, and the matching response time is ≤1 second (the actual test 10 million data concurrency, 99% request response ≤800ms), which fully meets the demand of large-scale accurate delivery.

[0140] 2. Configuration flexibility and cross-scene collaboration are enhanced: The scheme innovatively proposes a questionnaire delivery strategy module that intelligently supports multi-dimensional (scene, population, flight attribute, etc.) constraint conditions, priority and mutual exclusion configuration, solves the problem of automatic coordination of questionnaires across multiple business scenes, effectively avoids the repeated delivery of similar questionnaires to the same user, and significantly improves the user experience, questionnaire data quality and operational efficiency.

[0141] 3. Scene reachability and precise traceability are enhanced: The scheme innovatively integrates push, query and hybrid three reach modes, realizes the precise delivery of intelligent questionnaires in all scenes, and supports multi-dimensional user identification and independent URL (Uniform Resource Locator, Uniform Resource Locator) parameter tracking to accurately trace the sample source and associate customer information for in-depth data analysis.

[0142] 4、Data application specification and expandability enhancement: The scheme supports multi-dimensional tagging of questionnaire topics, topic options and option label items, and deeply integrates the dynamic label mechanism into questionnaire design, that is, candidate templates, candidate questions, options of candidate questions and reason items are respectively associated with labels in advance, the labels associated with the candidate templates, candidate questions, options of candidate questions and reason items can be set according to actual needs, which are not limited here, the target survey questionnaire generated based on the above candidate templates and candidate questions, the target survey questionnaire template, target survey question, option and / or label item of the target survey question which constitute the target survey questionnaire are associated with the label, which lays a foundation for subsequent data analysis, realizes business-oriented structured data collection, and significantly improves data specification and analysis efficiency. The candidate templates, candidate questions, options of candidate questions and reason items correspond to the pre-set analysis label groups respectively, the labels in the same analysis label group are in mutual exclusive relationship, when setting the labels corresponding to the candidate templates, candidate questions, options of candidate questions and reason items, the labels can be selected from the corresponding analysis label groups, for example, the candidate templates have analysis label group A

smart customer service, after flight

general customer, two cabins and VIP members

meal, luggage, cabin

cabin service, cabin entertainment, cabin environment

meal type, meal quality and meal price

service process, service personnel and service product

service skill, service consciousness and personnel image

[0143] 5、Visualization analysis efficiency improvement: In the traditional scheme, a service interface and a front-end hard-coded rendering logic need to be customized and written for each new data set. The present application uses a standardized serialization protocol and a metadata-driven adaptive rendering mechanism, and the front-end only needs to generate rendering logic according to the metadata, which greatly improves the system scalability, supports quick access to multi-source data, and significantly reduces maintenance costs.

[0144] It should be understood that although the steps in the flowcharts involved in the embodiments described above are shown in sequence according to the arrows, the steps are not necessarily executed in the order indicated by the arrows. Unless otherwise specified herein, the execution of the steps is not strictly limited in sequence, and the steps can be executed in other orders. Moreover, at least some of the steps in the flowcharts involved in the embodiments described above can include multiple steps or multiple stages, which are not necessarily executed at the same time, but can be executed at different times, and the execution order of the steps or stages is not necessarily sequential, but can be executed alternately or alternately with at least part of other steps or steps or stages in other steps.

[0145] Based on the same inventive concept, the embodiments of the present application also provide a questionnaire survey device for implementing the questionnaire survey method described above. The implementation scheme for solving the problem provided by the device is similar to the implementation scheme described in the above method, so the specific limitations in one or more questionnaire survey device embodiments provided below can refer to the limitations of the questionnaire survey method described above, and will not be repeated here.

[0146] In one embodiment, as shown in Figure 8 a questionnaire survey device is provided, comprising: an acquisition module 802, a determination module 804, a generation module 806, a sending module 808 and a receiving module 810, wherein:

[0147] The acquisition module 802 is configured to acquire service scenarios, service touchpoints, travel information and target object feature information of a target object;

[0148] The determination module 804 is configured to determine a target survey questionnaire template and a target survey question corresponding to the target object based on the service scenarios, the service touchpoints, the travel information and the target object feature information;

[0149] The generation module 806 is configured to generate a target survey questionnaire corresponding to the target object based on the target survey questionnaire template and the target survey question;

[0150] The sending module 808 is configured to determine a target sending path of the target survey questionnaire, and send the target survey questionnaire to the target object through the target sending path;

[0151] The receiving module 810 is configured to receive a survey questionnaire result corresponding to the target survey questionnaire.

[0152] In an embodiment, the generation module 806 is further configured to: obtain a target questionnaire delivery strategy corresponding to the service touchpoint and the target object feature information; the delivery identifier in the target questionnaire delivery strategy represents delivery; for each target questionnaire delivery strategy, determine a reference survey questionnaire template corresponding to the target questionnaire delivery strategy based on the service scenario, the target object feature information, and the delivery object information and the candidate template information set in the target questionnaire delivery strategy; determine a target survey questionnaire template from the reference survey questionnaire template based on the delivery constraint condition corresponding to the service touchpoint; obtain a candidate question set corresponding to the target survey questionnaire template; and filter target survey questions from the candidate question set based on the service scenario, the travel information, and the target object feature information.

[0153] In an embodiment, in a case where the number of candidate template information sets in the target questionnaire delivery strategy is at least two, in an embodiment, the generation module 806 is further configured to: in a case where the service scenario and the target object feature information meet the delivery object information in the target questionnaire delivery strategy, obtain a priority identifier in each candidate template information set; compare the target object feature information with the candidate template matching object information in the candidate template information set in the order of the priority identifier from front to back; and in a case where the target object feature information meets the candidate template matching object information in the candidate template information set, determine the candidate template in the candidate template information set as the reference survey questionnaire template.

[0154] In an embodiment, the sending module 808 is further configured to: determine whether the target object is an enterprise employee, and in a case where the target object is an enterprise employee, determine WeChat for enterprise of the target object as the target sending approach; in a case where the target object is not an enterprise employee, determine whether the target object follows the WeChat public account for enterprise, and in a case where the target object has followed the WeChat public account for enterprise, determine WeChat of the target object as the target sending approach; in a case where the target object has not followed the WeChat public account for enterprise, obtain a telephone contact of the target object, and in a case where the telephone contact of the target object exists, determine short message of the target object as the target sending approach; and in a case where the telephone contact of the target object does not exist, determine an email of the target object as the target sending approach.

[0155] In an embodiment, the questionnaire survey device further comprises a statistics module, and the statistics module is configured to: for each survey questionnaire result, obtain survey information of a layered question in the survey questionnaire result; the layered question refers to a question including an upper question and a lower question; the survey information includes a satisfaction degree corresponding to the upper question and a reason item corresponding to the lower question; determine a satisfaction degree corresponding to a category label based on a corresponding relationship between the reason item and the category label; and for each category label, count a plurality of satisfaction degrees corresponding to the category label to obtain satisfaction degree statistical information corresponding to the category label.

[0156] In an embodiment, the questionnaire device further comprises an analysis module, configured to: determine, based on the multiple questionnaire results, a plurality of data sets corresponding to a plurality of data dimensions respectively; obtain, from the plurality of data sets, metadata to generate a metadata sequence; the metadata sequence comprises a corresponding relationship between the metadata and the scene identifier and the chart identifier; obtain, from the plurality of data sets, data corresponding to the metadata to generate a data sequence; the data sequence comprises a corresponding relationship between the metadata and the data; and generate, based on the metadata sequence and the data sequence, a plurality of target charts corresponding to a target scene.

[0157] In an embodiment, the analysis module is further configured to: in response to a display trigger operation, obtain a target scene identifier corresponding to the display trigger operation; based on the target scene identifier, obtain, from the metadata sequence, target metadata corresponding to the target scene identifier and a target chart identifier; obtain, from the data sequence, target data corresponding to the target metadata; and for each target chart identifier, generate a target chart corresponding to the target chart identifier based on a plurality of target data of the target metadata corresponding to the target chart identifier.

[0158] The above modules of the questionnaire device can be implemented by software, hardware, or a combination thereof. The above modules can be embedded in or independent of the processor in the computer device in hardware form, or stored in the memory in the computer device in software form, so as to be called and executed by the processor to perform the operations of the above modules.

[0159] In an embodiment, a computer device is provided, which can be a terminal, and an internal structure diagram of the computer device can be as shown in Figure 9The computer device shown in the figure includes a processor, a memory, an input / output interface, a communication interface, a display unit and an input device. Among them, the processor, the memory and the input / output interface are connected through a system bus, and the communication interface, the display unit and the input device are connected to the system bus through the input / output interface. Among them, the processor of the computer device is used to provide computing and control capability. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operating system and the computer program in the non-volatile storage medium to run. The input / output interface of the computer device is used to exchange information between the processor and external devices. The communication interface of the computer device is used to communicate with external terminals in a wired or wireless manner. The wireless manner can be realized through WIFI, mobile cellular network, NFC (near field communication) or other technologies. The computer program is executed by the processor to realize a questionnaire survey method. The display unit of the computer device is used to form a visually visible picture, which can be a display screen, a projection device or a virtual reality imaging device. The display screen can be a liquid crystal display screen or an electronic ink display screen. The input device of the computer device can be a touch layer overlaid on the display screen, or a key, trackball or touchpad arranged on the shell of the computer device, or an external keyboard, touchpad or mouse, etc.

[0160] Those skilled in the art can understand that, Figure 9 The skilled in the art can understand that,

[0161] In one embodiment, a computer device is provided, including a memory and a processor, the memory stores a computer program, and the processor executes the computer program to realize the steps in the above method embodiments.

[0162] In one embodiment, a computer readable storage medium is provided, which stores a computer program, and the computer program is executed by a processor to realize the steps in the above method embodiments.

[0163] In one embodiment, a computer program product is provided, including a computer program, and the computer program is executed by a processor to realize the steps in the above method embodiments.

[0164] It should be noted that the user information (including but not limited to user equipment information, user personal information, etc.) and data (including but not limited to data for analysis, stored data, displayed data, etc.) involved in the present application are all information and data authorized by the user or authorized by all parties.

[0165] It can be understood by those skilled in the art that all or part of the processes in the above-mentioned embodiment methods can be completed by instructing related hardware through a computer program. The computer program can be stored in a non-volatile computer readable storage medium. When the computer program is executed, it can include the processes of the above-mentioned embodiments of each method. Any reference to memory, database or other medium used in the embodiments provided by the present application can include at least one of non-volatile and volatile memory. Non-volatile memory can include read-only memory (ROM), magnetic tape, floppy disk, flash memory, optical storage, high-density embedded non-volatile memory, resistive memory (ReRAM), magnetoresistive random access memory (MRAM), ferroelectric memory (FRAM), phase change memory (PCM), graphene memory, etc. Volatile memory can include random access memory (RAM) or external cache memory, etc. As an illustration but not limitation, RAM can be in various forms, such as static random access memory (SRAM) or dynamic random access memory (DRAM), etc. The database involved in the embodiments provided by the present application can include at least one of a relational database and a non-relational database. The non-relational database can include a distributed database based on a block chain, etc., without being limited thereto. The processor involved in the embodiments provided by the present application can be a general-purpose processor, a central processing unit, a graphics processing unit, a digital signal processor, a programmable logic device, a data processing logic device based on quantum computing, etc., without being limited thereto.

[0166] The technical features of the above embodiments can be combined in any way. To make the description concise, not all possible combinations of the technical features in the above embodiments are described, but as long as the combinations of the technical features do not exist contradictions, they should be considered as the scope of the present disclosure.

[0167] The above-described embodiments are merely illustrative of several embodiments of the present application, and the description is relatively specific and detailed, but should not be understood as a limitation on the scope of the patent. It should be noted that for those skilled in the art, without departing from the concept of the present application, a number of modifications and improvements can be made, which are all within the scope of the present application. Therefore, the scope of protection of the present application should be subject to the appended claims.

Claims

1. A method of conducting a questionnaire survey, characterized by, The method comprises: obtaining service scenarios, service touchpoints, travel information and target object characteristic information of a target object; determining a target questionnaire template and a target investigation question corresponding to the target object based on the service scenarios, the service touchpoints, the travel information and the target object characteristic information; generating a target questionnaire corresponding to the target object based on the target questionnaire template and the target investigation question; determining a target sending path of the target questionnaire, and sending the target questionnaire to the target object through the target sending path; receiving a questionnaire result corresponding to the target questionnaire.

2. The method of claim 1, wherein, The determination of the target questionnaire template and the target investigation question corresponding to the target object based on the service scenarios, the service touchpoints, the travel information and the target object characteristic information comprises: obtaining a target questionnaire distribution strategy corresponding to the service touchpoints and the target object characteristic information; the distribution identifier in the target questionnaire distribution strategy represents distribution; for each target questionnaire distribution strategy, determining a reference questionnaire template corresponding to the target questionnaire distribution strategy based on the service scenarios, the target object characteristic information, and the distribution object information and the candidate template information set in the target questionnaire distribution strategy; determining a target questionnaire template from the reference questionnaire template based on the distribution constraint condition corresponding to the service touchpoint; obtaining a candidate question set corresponding to the target questionnaire template; based on the service scenarios, the travel information and the target object characteristic information, screening a target investigation question from the candidate question set.

3. The method of claim 2, wherein, In the case where the number of the candidate template information set in the target questionnaire distribution strategy is at least two, the determination of the reference questionnaire template corresponding to the target questionnaire distribution strategy based on the service scenarios, the target object characteristic information, and the distribution object information and the candidate template information set in the target questionnaire distribution strategy for each target questionnaire distribution strategy comprises: in the case where the service scenarios and the target object characteristic information meet the distribution object information in the target questionnaire distribution strategy, obtaining a priority identifier in each candidate template information set; comparing the target object characteristic information with the candidate template matching object information in the candidate template information set in the order from front to back according to the priority identifier; in the case where the target object characteristic information meets the candidate template matching object information in the candidate template information set, determining the candidate template in the candidate template information set as the reference questionnaire template.

4. The method of claim 1, wherein, The determination of the target sending path of the target questionnaire comprises: determining whether the target object is an enterprise employee, and in the case where the target object is an enterprise employee, determining the WeChat of the target object as the target sending path; in the case where the target object is not an enterprise employee, determining whether the target object follows the WeChat public account of the enterprise, and in the case where the target object has followed the WeChat public account of the enterprise, determining the WeChat of the target object as the target sending path; In a case where the target object does not pay attention to the WeChat public account of the enterprise, a telephone contact of the target object is acquired, and in a case where the telephone contact of the target object exists, a short message of the target object is determined as a target sending way; In a case where the telephone contact of the target object does not exist, a mailbox of the target object is determined as the target sending way.

5. The method of claim 1, wherein, In a case where a plurality of survey questionnaire results are acquired, the method further comprises: For each survey questionnaire result, survey information of a hierarchical question in the survey questionnaire result is acquired; the hierarchical question refers to a question including an upper question and a lower question; the survey information includes a satisfaction degree corresponding to the upper question and a reason item corresponding to the lower question; Based on a corresponding relationship between the reason item and a category label, a satisfaction degree corresponding to the category label is determined; For each category label, a plurality of satisfaction degrees corresponding to the category label are counted to obtain satisfaction degree statistical information corresponding to the category label.

6. The method of claim 1, wherein, In a case where a plurality of survey questionnaire results are acquired, the method further comprises: Based on a plurality of the survey questionnaire results, a plurality of data dimensions respectively corresponding to a data set are determined; From a plurality of the data sets, metadata is acquired to generate a metadata sequence; the metadata sequence includes a corresponding relationship between metadata and a scene identifier and a chart identifier; From a plurality of the data sets, data corresponding to the metadata is acquired to generate a data sequence; the data sequence includes a corresponding relationship between metadata and data; Based on the metadata sequence and the data sequence, a plurality of target charts corresponding to a target scene are generated.

7. The method of claim 6, wherein, The generating, based on the metadata sequence and the data sequence, of a plurality of target charts corresponding to a target scene comprises: In response to a display trigger operation, a target scene identifier corresponding to the display trigger operation is acquired; Based on the target scene identifier, target metadata and target chart identifiers corresponding to the target scene identifier are acquired from the metadata sequence; Target data corresponding to the target metadata is acquired from the data sequence; For each target chart identifier, based on a plurality of target data of the target metadata corresponding to the target chart identifier, a target chart corresponding to the target chart identifier is generated.

8. A questionnaire device characterized by comprising: The apparatus comprises: An acquisition module is configured to acquire a service scene, a service touch point, travel information, and target object feature information of a target object; A determination module is configured to determine, based on the service scene, the service touch point, the travel information, and the target object feature information, a target survey questionnaire template and target survey questions corresponding to the target object; A generation module is configured to generate, based on the target survey questionnaire template and the target survey questions, a target survey questionnaire corresponding to the target object; A sending module is configured to determine a target sending way of the target survey questionnaire and send the target survey questionnaire to the target object through the target sending way; A receiving module is configured to receive a survey questionnaire result corresponding to the target survey questionnaire. 9.A computer device, comprising a memory and a processor, wherein the memory stores a computer program, and the computer device is configured to perform the method according to any one of claims 1-8 when the computer program is executed by the processor. The processor, when executing the computer program, implements the steps of the method in any one of claims 1 to 7.

10. A computer-readable storage medium having stored thereon a computer program, characterized in that, The computer program, which is executed by a processor, implements the steps of the method according to any one of claims 1 to 7.

Images