A customer satisfaction comprehensive evaluation investigation system and method

Abstract

The application provides a customer satisfaction comprehensive evaluation investigation system and method, comprising a data acquisition module, a comprehensive evaluation module and a strategy output module; the data acquisition module is used for collecting customer evaluation data of multiple dimensions of property services, housing quality, maintenance services, housing design, landscaping, planning in the community, public area facilities and complaint handling; the comprehensive evaluation module is connected with the data acquisition module; the strategy output module is connected with the comprehensive evaluation module. The customer satisfaction comprehensive evaluation investigation system provided by the application can cover all dimensions through seven dimensions, follow the principle of evaluating only after experience, quantize text semantics, classify multiple options, cross analyze attributes, adopt a multi-factor weighted CSI index instead of a simple average score, sort absolute scores, industry benchmarks and urgency, and is more accurate in positioning, directly provides a problem list and improvement strategies, can be directly executed, and only investigates property owners who have received the property, so that the data is more real and effective.

Description

Technical Field

[0001] This invention relates to the field of customer satisfaction survey technology, and in particular to a comprehensive customer satisfaction evaluation survey system and method. Background Technology

[0002] In the real estate and property services industry, customer satisfaction is a core indicator for measuring a company's service quality, brand loyalty, and market competitiveness.

[0003] Traditional satisfaction surveys often employ single ratings or simple weighted averages, which present the following technical problems:

[0004] The evaluation criteria are too simplistic and cannot fully reflect customers' true experiences with property services, housing quality, maintenance services, and other aspects.

[0005] The data processing methods are simple and lack in-depth mining of unstructured data such as open-ended question texts and multiple-choice question option combinations;

[0006] The lack of benchmarking analysis with industry data makes it difficult to identify one's relative position in the industry;

[0007] It is impossible to effectively distinguish the differences in satisfaction among different customer groups (such as different buildings, apartment types, and years of occupancy);

[0008] The lack of a quantitative assessment of the urgency of improvement makes it difficult to guide specific service optimization strategies.

[0009] Therefore, it is necessary to provide a comprehensive customer satisfaction evaluation survey system to solve the above-mentioned technical problems. Summary of the Invention

[0010] This invention provides a comprehensive customer satisfaction evaluation survey system, which solves the problems of traditional satisfaction surveys, such as single evaluation dimensions, simple data processing, lack of industry benchmarking, and lack of analysis on the urgency of improvement.

[0011] To solve the above-mentioned technical problems, the present invention provides a comprehensive customer satisfaction evaluation survey system, comprising:

[0012] Data acquisition module, comprehensive evaluation module, and strategy output module;

[0013] The data acquisition module is used to collect customer evaluation data on multiple dimensions, including property services, housing quality, maintenance services, housing design, landscaping, community planning, public area facilities, and complaint handling.

[0014] The comprehensive evaluation module is connected to the data acquisition module;

[0015] The strategy output module is connected to the comprehensive evaluation module and is used to generate a current status profile, problem identification, and improvement strategies based on the comprehensive index.

[0016] Preferably, the multi-dimensional evaluation data for complaint handling includes scoring question data, multiple-choice question data, open-ended question data, and attribute question data.

[0017] Preferably, the comprehensive evaluation module can be represented by the following formula: Comprehensive Satisfaction Index (CSI) = Scoring Question Score + Open-ended Question Negative Rate + Multiple Choice Question Penetration Rate + Industry Benchmarking Coefficient.

[0018] Preferably, the rating data is in the form of 1-5 points, where 1-2 points is recorded as unsatisfactory, 3 points as neutral, and 4-5 points as satisfactory. The percentage of 4-5 points is calculated and recorded as the satisfaction level.

[0019] Preferably, the multiple-choice data is in the form of the customer selecting options and calculating the percentage of each option.

[0020] Preferably, the open-ended question data is processed by performing semantic analysis and encoding classification on the customer's original words, quantifying the text information, and counting only one major category of questions mentioned by the same customer in the same question.

[0021] Preferably, the attribute data is mainly used to distinguish customer tags, including years of residence, gender, age, building, apartment type and housing type, as customer attributes and property attributes.

[0022] Preferably, the current situation profile is obtained based on all the quantitative data of this survey, including the overall and comprehensive scores of each dimension, the overall and comparative situation with the industry in each dimension, and the distribution of core issues. The problem extraction is based on the quantitative data of this survey, open-ended questions and multiple-choice questions, and the core issues are summarized in combination with the current situation and industry comparison, anchoring the business that needs to be improved in the future. The improvement strategy proposes targeted rectification suggestions based on the extracted problems, customer feedback needs and the actual business situation of Kuancheng Services.

[0023] A comprehensive customer satisfaction evaluation survey method includes the following steps:

[0024] S1. First, determine who is eligible to be asked: only ask owners who have already taken possession of their houses and actually moved in. People who have not moved in are not included because their feedback is not based on real experience, and asking them would only mess up the data. If a house has multiple owners, only ask the one who lives there. In 2025, first check four communities that have already been handed over: Hongshengli, Luxiangyuan Yunchen, Gaoyang Xinli, and Huiyueting. All owners who have taken possession of their houses in each community are included in the list. Do not sample at the beginning.

[0025] S2. After determining who to ask, you need to determine what to ask: Design the questions in three layers, with the principle of "I won't ask you about things you haven't experienced." The first layer asks about the overall feeling: Are you satisfied with the community as a whole? Would you buy again? Would you recommend it to a friend? The second layer asks about specific services: property management, building quality, maintenance, design, landscaping, community planning, and complaint handling. The third layer focuses on the property management in detail: security, cleaning, landscaping, parking management, concierge services, emergency response capabilities, and 13 other details. In this way, from macro to micro, the customer experience is broken down clearly.

[0026] S3. Next is designing the questionnaire: There are four types of questions: rating questions are on a scale of 1 to 5, with 5 being very satisfied and 1 being very dissatisfied; open-ended questions are followed up after the customer gives a high or low score, asking "what is good / what is bad specifically", and the customer's words are recorded verbatim; multiple-choice questions are given several options for the customer to check; single-choice questions are generally "yes / no", such as whether the customer has reported the problem to the property management.

[0027] S4. Next is the actual interviewing: First, conduct an online questionnaire: Generate a unique QR code for each property, which the property management sends to all owners through owner groups, SMS, and official accounts. Owners scan the code, enter the verification code, and fill in the questionnaire themselves. The time is controlled to 10 to 15 minutes, and it lasts for about a week. After the online questionnaire ends, start telephone interviews: The system randomly selects a portion of the owners who have already moved in and automatically calls their mobile phones. Professional interviewers ask questions one by one, and the owners answer orally. The interviewers directly check or record the answers. The original words of the open-ended questions are recorded as verbatim as possible. The interviews continue until the target number is reached. Online interviews are cheap and have wide coverage, while telephone interviews have good randomness and controllable quality. The two methods complement each other.

[0028] S5. After the data is collected, it needs to be processed. The scoring questions use a 5-point rating system. The satisfaction rate = (number of people who gave 4 points + number of people who gave 5 points) ÷ total number of people who responded to this question × 100%;

[0029] For example, if 100 homeowners in a certain housing development answered a question about overall satisfaction, and 20 gave it a score of 5, 50 gave it a score of 4, and the remaining 30 gave it a score between 1 and 3, then the overall satisfaction score for this housing development would be (20 + 50) ÷ 100 × 100%. =70 points. Scores of 1 to 3 points are not included. If a customer selects "cannot be evaluated", it is counted as 8 points and this question is not counted. For multiple-choice questions, we look at the proportion of each option selected. One person can select multiple options, so the proportion may exceed 100%. Content outside the options is first classified as "other" and then sorted later. The processing of open-ended questions is the most time-consuming: all the original words are summarized by project and question, and then semantic analysis is performed to group similar content into the same question category. Moreover, the same customer is only counted once for the same question category. For example, if a customer says "the corridor is dirty, the road is dirty, and the basement is also dirty", it is only counted as "public area cleaning" once and not counted as three times. This way, a particularly talkative customer will not lead the data astray. Finally, we count how many customers mentioned each question category to get the mention rate. Attribute questions such as age, apartment type, and building are extracted from the owner's background information and used for group comparison. They are not directly included in the score.

[0030] S6. After data processing, the results are analyzed. Here, we don't just look at a single satisfaction score, but use a comprehensive evaluation formula for overall judgment: Comprehensive Satisfaction Index (CSI) = Scoring Question Score + Open-ended Question Negative Rate + Multiple-choice Question Penetration Rate + Industry Benchmarking Coefficient. In other words, the final evaluation doesn't just look at the score; it also considers the proportion of customers who answered open-ended questions, the proportion of multiple-choice questions that were answered, and the gap compared to the industry average. Specifically, it's analyzed across five modules:

[0031] The first step is score diagnosis, which identifies which indicators have low scores and have a significant impact on overall satisfaction, and prioritizes addressing these shortcomings.

[0032] The second step is text mining. The results of the open-ended questions are categorized and sorted by mention rate from high to low. The top 3 most liked questions and the top 3 or top 5 most criticized questions are output separately, along with examples of the customer's original words, so that people can understand the specific problem at a glance. The "open-ended question negative rate" refers to the proportion of customers complaining about a certain problem. The higher the rate, the more serious the problem.

[0033] Third is cross-insight, specifically looking for anomalies: for example, a high score but few people mention it means that you did it but the customer didn't feel it at all, and you did it for nothing; or a low score but few people complain about it means that the customer has already gotten used to it or their expectations were low to begin with. The true severity of such problems needs to be reassessed.

[0034] Fourth is industry benchmarking. This involves comparing Kuancheng Service's various scores with the overall industry level, and then with similar developers of the same size. The results show which indicators are leading, which are lagging, and how big the gap is. This "industry benchmarking coefficient" is used to measure the gap between Kuancheng Service and the industry average. The greater the gap, the worse the coefficient.

[0035] Fifth is trend prediction. Since this is the first survey and there is no historical data, we mainly refer to the typical fluctuations in the industry to identify those businesses with low scores, high customer complaints, and a tendency to deteriorate. We then output risk warnings: which problems, if not addressed now, will become more serious next year. We also combine the "problem penetration rate" of the multiple-choice questions, which is how many customers have encountered a certain problem. The higher the penetration rate, the more widespread the problem is and the more urgent it is to address it.

[0036] S7. Finally, the report is generated. The report consists of three main parts: Current Status Profile, which presents all scores, comparisons with the industry, and distribution of problems; Problem Extraction, which summarizes 3 to 5 core issues that need the most attention based on a comprehensive selection of factors such as low scores, high mention rate, lagging industry position, and significant impact weight. Each issue should be accompanied by a typical customer's original words as evidence; Improvement Strategy, which provides specific rectification suggestions for each core issue.

[0037] Preferably, the rectification suggestions in S7 should be combined with the actual business situation of Kuancheng Service, and should not be vague. When necessary, short-term and long-term measures should be distinguished, and the direction of responsibility should be clearly defined.

[0038] Compared with related technologies, the customer satisfaction comprehensive evaluation survey system provided by this invention has the following beneficial effects:

[0039] This invention provides a comprehensive customer satisfaction evaluation survey system. This survey method can cover seven dimensions, follows the principle of evaluation based on experience, quantifies text semantics, performs multiple-choice classification, and cross-analyzes attributes. It adopts a multi-factor weighted CSI index instead of a simple average score, and ranks absolute scores, industry benchmarks, and urgency for more accurate positioning. It directly provides a list of problems and improvement strategies, which can be implemented directly or only surveyed to homeowners who have already received their properties, making the data more authentic and effective. Attached Figure Description

[0040] Figure 1 This is a schematic diagram of a preferred embodiment of a comprehensive customer satisfaction evaluation survey system and method provided by the present invention. Detailed Implementation

[0041] The present invention will be further described below with reference to the accompanying drawings and embodiments.

[0042] First Embodiment

[0043] Please refer to the following: Figure 1 ,in, Figure 1 This is a schematic diagram of a preferred embodiment of a comprehensive customer satisfaction evaluation survey system and method provided by the present invention. A comprehensive customer satisfaction evaluation survey system includes:

[0044] Data acquisition module, comprehensive evaluation module, and strategy output module;

[0045] The data acquisition module is used to collect customer evaluation data on multiple dimensions, including property services, housing quality, maintenance services, housing design, landscaping, community planning, public area facilities, and complaint handling.

[0046] The comprehensive evaluation module is connected to the data acquisition module;

[0047] The strategy output module is connected to the comprehensive evaluation module and is used to generate a current status profile, problem identification, and improvement strategies based on the comprehensive index.

[0048] The evaluation data for complaint handling across multiple dimensions includes data from scoring questions, multiple-choice questions, open-ended questions, and attribute questions.

[0049] The comprehensive evaluation module can be represented by the following formula: Comprehensive Satisfaction Index (CSI) = Scoring Question Score + Open-ended Question Negative Rate + Multiple Choice Question Penetration Rate + Industry Benchmarking Coefficient.

[0050] The rating data is in the form of 1-5 points, with 1-2 points being unsatisfactory, 3 points being neutral, and 4-5 points being satisfactory. The percentage of scores of 4-5 points is calculated and recorded as the satisfaction level.

[0051] The multiple-choice data is presented in the form of customer selections, with each option's percentage calculated.

[0052] The open-ended question data is processed by performing semantic analysis and encoding classification on the customer's original words, quantifying the text information, and counting only one major category of questions mentioned by the same customer in the same question.

[0053] The attribute data is mainly used to distinguish customer tags, including years of residence, gender, age, building, apartment type, and housing type, as customer attributes and property attributes.

[0054] The current situation profile is based on all the quantitative data from this survey, including overall and multi-dimensional comprehensive scores, overall and multi-dimensional comparisons with the industry, and the distribution of core issues. The problem extraction is based on the quantitative data, open-ended questions, and multiple-choice questions from this survey, and combines the current situation and industry comparisons to summarize the core issues, anchoring the business areas that need to be improved in the future. The improvement strategies are based on the extracted problems, customer feedback needs, and the actual business situation of Kuancheng Services, and propose targeted rectification suggestions.

[0055] Compared with related technologies, the customer satisfaction comprehensive evaluation survey system provided by this invention has the following beneficial effects:

[0056] This invention provides a comprehensive customer satisfaction evaluation survey system. This survey method can cover seven dimensions, follows the principle of evaluation based on experience, quantifies text semantics, performs multiple-choice classification, and cross-analyzes attributes. It adopts a multi-factor weighted CSI index instead of a simple average score, and ranks absolute scores, industry benchmarks, and urgency for more accurate positioning. It directly provides a list of problems and improvement strategies, which can be implemented directly or only surveyed to homeowners who have already received their properties, making the data more authentic and effective.

[0057] Second Embodiment

[0058] Please refer to the following: Figure 1 Based on the customer satisfaction comprehensive evaluation survey system provided in the first embodiment of this application, the second embodiment of this application proposes another customer satisfaction comprehensive evaluation survey system. The second embodiment is merely a preferred embodiment of the first embodiment, and the implementation of the second embodiment will not affect the separate implementation of the first embodiment.

[0059] Specifically, the second embodiment of this application provides a customer satisfaction comprehensive evaluation survey system that differs in that it also includes a customer classification labeling unit, a trend and risk warning unit, and a rectification closed-loop tracking unit. The customer classification labeling unit automatically classifies homeowners into three categories based on satisfaction, recommendation intention, and complaint history: promoters (high satisfaction and high recommendation), passive (neutral), and detractors (low satisfaction / high complaints). It supports targeted services and precise follow-up visits based on labels.

[0060] The trend and risk warning unit: compares historical scores to identify and issue warnings for dimensions of continuous decline; issues risk alerts for concentrated complaints and frequently recurring issues; and monitors the differences in fluctuations between different buildings / phases / unit types.

[0061] The rectification closed-loop tracking unit records the rectification time limit, execution status, and completion status; the next survey automatically reviews the improvement in satisfaction after rectification, forming a closed loop.

[0062] The working principle of the comprehensive customer satisfaction evaluation survey system provided by this invention is as follows:

[0063] Building upon basic satisfaction evaluation, the system categorizes and labels customers for precise operations; it provides risk warnings through year-on-year / month-on-month data fluctuations; and it transforms the problem list into assignable, traceable, and reviewable rectification tasks, achieving closed-loop management from "research and analysis" to "implementation and improvement".

[0064] Compared with related technologies, the customer satisfaction comprehensive evaluation survey system provided by this invention has the following beneficial effects:

[0065] This invention provides a comprehensive customer satisfaction evaluation survey system, enabling more precise customer targeting: achieving tiered and categorized operations, and allocating resources to high-value and high-risk customer groups;

[0066] More controllable risks: Early warnings of declining items and concentrated complaints prevent escalation;

[0067] A more closed-loop management system: The survey results are truly implemented into corrective actions, which are traceable and reviewable;

[0068] Continuous and iterative: Compare and improve the results every year to form a mechanism for continuous optimization of service quality.

[0069] Third Embodiment

[0070] Please refer to the following: Figure 1 Based on the customer satisfaction comprehensive evaluation survey method provided in the first embodiment of this application, the third embodiment of this application proposes another customer satisfaction comprehensive evaluation survey method. The third embodiment is merely a preferred embodiment of the first embodiment, and the implementation of the third embodiment will not affect the separate implementation of the first embodiment.

[0071] Specifically, the difference in the customer satisfaction comprehensive evaluation survey method provided in the third embodiment of this application lies in that the customer satisfaction comprehensive evaluation survey method includes the following steps:

[0072] S1. First, determine who is eligible to be asked: only ask owners who have already taken possession of their houses and actually moved in. People who have not moved in are not included because their feedback is not based on real experience, and asking them would only mess up the data. If a house has multiple owners, only ask the one who lives there. In 2025, first check four communities that have already been handed over: Hongshengli, Luxiangyuan Yunchen, Gaoyang Xinli, and Huiyueting. All owners who have taken possession of their houses in each community are included in the list. Do not sample at the beginning.

[0073] S2. After determining who to ask, you need to determine what to ask: Design the questions in three layers, with the principle of "I won't ask you about things you haven't experienced." The first layer asks about the overall feeling: Are you satisfied with the community as a whole? Would you buy again? Would you recommend it to a friend? The second layer asks about specific services: property management, building quality, maintenance, design, landscaping, community planning, and complaint handling. The third layer focuses on the property management in detail: security, cleaning, landscaping, parking management, concierge services, emergency response capabilities, and 13 other details. In this way, from macro to micro, the customer experience is broken down clearly.

[0074] S3. Next is designing the questionnaire: There are four types of questions: rating questions are on a scale of 1 to 5, with 5 being very satisfied and 1 being very dissatisfied; open-ended questions are followed up after the customer gives a high or low score, asking "what is good / what is bad specifically", and the customer's words are recorded verbatim; multiple-choice questions are given several options for the customer to check; single-choice questions are generally "yes / no", such as whether the customer has reported the problem to the property management.

[0075] S4. Next is the actual interviewing: First, conduct an online questionnaire: Generate a unique QR code for each property, which the property management sends to all owners through owner groups, SMS, and official accounts. Owners scan the code, enter the verification code, and fill in the questionnaire themselves. The time is controlled to 10 to 15 minutes, and it lasts for about a week. After the online questionnaire ends, start telephone interviews: The system randomly selects a portion of the owners who have already moved in and automatically calls their mobile phones. Professional interviewers ask questions one by one, and the owners answer orally. The interviewers directly check or record the answers. The original words of the open-ended questions are recorded as verbatim as possible. The interviews continue until the target number is reached. Online interviews are cheap and have wide coverage, while telephone interviews have good randomness and controllable quality. The two methods complement each other.

[0076] S5. After the data is collected, it needs to be processed. The scoring questions use a 5-point rating system. The satisfaction rate = (number of people who gave 4 points + number of people who gave 5 points) ÷ total number of people who responded to this question × 100%;

[0077] For example, if 100 homeowners in a certain housing development answered a question about overall satisfaction, and 20 gave it a score of 5, 50 gave it a score of 4, and the remaining 30 gave it a score between 1 and 3, then the overall satisfaction score for this housing development would be (20 + 50) ÷ 100 × 100%. =70 points. Scores of 1 to 3 points are not included. If a customer selects "cannot be evaluated", it is counted as 8 points and this question is not counted. For multiple-choice questions, we look at the proportion of each option selected. One person can select multiple options, so the proportion may exceed 100%. Content outside the options is first classified as "other" and then sorted later. The processing of open-ended questions is the most time-consuming: all the original words are summarized by project and question, and then semantic analysis is performed to group similar content into the same question category. Moreover, the same customer is only counted once for the same question category. For example, if a customer says "the corridor is dirty, the road is dirty, and the basement is also dirty", it is only counted as "public area cleaning" once and not counted as three times. This way, a particularly talkative customer will not lead the data astray. Finally, we count how many customers mentioned each question category to get the mention rate. Attribute questions such as age, apartment type, and building are extracted from the owner's background information and used for group comparison. They are not directly included in the score.

[0078] S6. After data processing, the results are analyzed. Here, we don't just look at a single satisfaction score, but use a comprehensive evaluation formula for overall judgment: Comprehensive Satisfaction Index (CSI) = Scoring Question Score + Open-ended Question Negative Rate + Multiple-choice Question Penetration Rate + Industry Benchmarking Coefficient. In other words, the final evaluation doesn't just look at the score; it also considers the proportion of customers who answered open-ended questions, the proportion of multiple-choice questions that were answered, and the gap compared to the industry average. Specifically, it's analyzed across five modules:

[0079] The first step is score diagnosis, which identifies which indicators have low scores and have a significant impact on overall satisfaction, and prioritizes addressing these shortcomings.

[0080] The second step is text mining. The results of the open-ended questions are categorized and sorted by mention rate from high to low. The top 3 most liked questions and the top 3 or top 5 most criticized questions are output separately, along with examples of the customer's original words, so that people can understand the specific problem at a glance. The "open-ended question negative rate" refers to the proportion of customers complaining about a certain problem. The higher the rate, the more serious the problem.

[0081] Third is cross-insight, specifically looking for anomalies: for example, a high score but few people mention it means that you did it but the customer didn't feel it at all, and you did it for nothing; or a low score but few people complain about it means that the customer has already gotten used to it or their expectations were low to begin with. The true severity of such problems needs to be reassessed.

[0082] Fourth is industry benchmarking. This involves comparing Kuancheng Service's various scores with the overall industry level, and then with similar developers of the same size. The results show which indicators are leading, which are lagging, and how big the gap is. This "industry benchmarking coefficient" is used to measure the gap between Kuancheng Service and the industry average. The greater the gap, the worse the coefficient.

[0083] Fifth is trend prediction. Since this is the first survey and there is no historical data, we mainly refer to the typical fluctuations in the industry to identify those businesses with low scores, high customer complaints, and a tendency to deteriorate. We then output risk warnings: which problems, if not addressed now, will become more serious next year. We also combine the "problem penetration rate" of the multiple-choice questions, which is how many customers have encountered a certain problem. The higher the penetration rate, the more widespread the problem is and the more urgent it is to address it.

[0084] S7. Finally, the report is generated. The report consists of three main parts: Current Status Profile, which presents all scores, comparisons with the industry, and distribution of problems; Problem Extraction, which summarizes 3 to 5 core issues that need the most attention based on a comprehensive selection of factors such as low scores, high mention rate, lagging industry position, and significant impact weight. Each issue should be accompanied by a typical customer's original words as evidence; Improvement Strategy, which provides specific rectification suggestions for each core issue.

[0085] 10. The customer satisfaction comprehensive evaluation survey method according to claim 9, characterized in that the rectification suggestions in S7 should be combined with the actual business situation of Kuancheng Service, and should not be vague. When necessary, short-term measures and long-term measures should be distinguished, and the direction of responsibility should be clearly defined.

[0086] Compared with related technologies, the customer satisfaction comprehensive evaluation survey method provided by this invention has the following beneficial effects:

[0087] This invention provides a comprehensive customer satisfaction evaluation survey method that is unified throughout the entire process, from the target, scope, method to calculation. It supports benchmarking between projects, years, and industries, identifies which dimensions are the worst, which problems are the most urgent, and which customer groups are the most dissatisfied, and provides direct guidance for operations, property management, engineering, customer relations and other departments to implement the method.

[0088] The above description is merely an embodiment of the present invention and does not limit the patent scope of the present invention. Any equivalent structural or procedural transformations made based on the content of the present invention specification and drawings, or direct or indirect applications in other related technical fields, are similarly included within the patent protection scope of the present invention.

Claims

1. A comprehensive customer satisfaction evaluation survey system, characterized in that, include: Data acquisition module, comprehensive evaluation module, and strategy output module; The data acquisition module is used to collect customer evaluation data on multiple dimensions, including property services, housing quality, maintenance services, housing design, landscaping, community planning, public area facilities, and complaint handling. The comprehensive evaluation module is connected to the data acquisition module; The strategy output module is connected to the comprehensive evaluation module and is used to generate a current status profile, problem identification, and improvement strategies based on the comprehensive index.

2. The customer satisfaction comprehensive evaluation survey system according to claim 1, characterized in that, The evaluation data for complaint handling across multiple dimensions includes data from scoring questions, multiple-choice questions, open-ended questions, and attribute questions.

3. The customer satisfaction comprehensive evaluation survey system according to claim 1, characterized in that, The comprehensive evaluation module can be represented by the following formula: Comprehensive Satisfaction Index (CSI) = Scoring Question Score + Open-ended Question Negative Rate + Multiple Choice Question Penetration Rate + Industry Benchmarking Coefficient.

4. The customer satisfaction comprehensive evaluation survey system according to claim 2, characterized in that, The rating data is in the form of 1-5 points, with 1-2 points being unsatisfactory, 3 points being neutral, and 4-5 points being satisfactory. The percentage of scores of 4-5 points is calculated and recorded as the satisfaction level.

5. The customer satisfaction comprehensive evaluation survey system according to claim 2, characterized in that, The multiple-choice data is presented in the form of customer selections, with each option's percentage calculated.

6. The customer satisfaction comprehensive evaluation survey system according to claim 2, characterized in that, The open-ended question data is processed by performing semantic analysis and encoding classification on the customer's original words, quantifying the text information, and counting only one major category of questions mentioned by the same customer in the same question.

7. The customer satisfaction comprehensive evaluation survey system according to claim 2, characterized in that, The attribute data is mainly used to distinguish customer tags, including years of residence, gender, age, building, apartment type, and housing type, as customer attributes and property attributes.

8. The customer satisfaction comprehensive evaluation survey system according to claim 1, characterized in that, The current situation profile is based on all the quantitative data from this survey, including overall and multi-dimensional comprehensive scores, overall and multi-dimensional comparisons with the industry, and the distribution of core issues. The problem extraction is based on the quantitative data, open-ended questions, and multiple-choice questions from this survey, and combines the current situation and industry comparisons to summarize the core issues, anchoring the business areas that need to be improved in the future. The improvement strategies are based on the extracted problems, customer feedback needs, and the actual business situation of Kuancheng Services, and propose targeted rectification suggestions.

9. A method for conducting a comprehensive customer satisfaction evaluation survey, comprising the comprehensive customer satisfaction evaluation survey system as described in any one of claims 1 to 8, characterized in that, Includes the following steps: S1. First, determine who is eligible to be asked: only ask owners who have already taken possession of their houses and actually moved in. People who have not moved in are not included because their feedback is not based on real experience, and asking them would only mess up the data. If a house has multiple owners, only ask the one who lives there. In 2025, first check four communities that have already been handed over: Hongshengli, Luxiangyuan Yunchen, Gaoyang Xinli, and Huiyueting. All owners who have taken possession of their houses in each community are included in the list. Do not sample at the beginning. S2. After determining who to ask, you need to determine what to ask: Design the questions in three layers, with the principle of "I won't ask you about things you haven't experienced." The first layer asks about the overall feeling: Are you satisfied with the community as a whole? Would you buy again? Would you recommend it to a friend? The second layer asks about specific services: property management, building quality, maintenance, design, landscaping, community planning, and complaint handling. The third layer focuses on the property management in detail: security, cleaning, landscaping, parking management, concierge services, emergency response capabilities, and 13 other details. In this way, from macro to micro, the customer experience is broken down clearly. S3. Next is designing the questionnaire: There are four types of questions: rating questions are on a scale of 1 to 5, with 5 being very satisfied and 1 being very dissatisfied; open-ended questions are followed up after the customer gives a high or low score, asking "what is good / what is bad specifically", and the customer's words are recorded verbatim; multiple-choice questions are given several options for the customer to check; single-choice questions are generally "yes / no", such as whether the customer has reported the problem to the property management. S4. Next is the actual interviewing: First, conduct an online questionnaire: Generate a unique QR code for each property, which the property management sends to all owners through owner groups, SMS, and official accounts. Owners scan the code, enter the verification code, and fill in the questionnaire themselves. The time is controlled to 10 to 15 minutes, and it lasts for about a week. After the online questionnaire ends, start telephone interviews: The system randomly selects a portion of the owners who have already moved in and automatically calls their mobile phones. Professional interviewers ask questions one by one, and the owners answer orally. The interviewers directly check or record the answers. The original words of the open-ended questions are recorded as verbatim as possible. The interviews continue until the target number is reached. Online interviews are cheap and have wide coverage, while telephone interviews have good randomness and controllable quality. The two methods complement each other. S5. After the data is collected, it needs to be processed. The scoring questions use a 5-point rating system. The satisfaction rate = (number of people who gave 4 points + number of people who gave 5 points) ÷ total number of people who responded to this question × 100%; For example: If 100 homeowners in a certain housing development answered the question about overall satisfaction, and 20 gave it a score of 5, 50 gave it a score of 4, and the remaining 30 gave it a score between 1 and 3, then the overall satisfaction score for this housing development would be (20 + 50) ÷ 100 × 100% = 70 points, scores of 1 to 3 points are not included. If a customer selects "cannot evaluate", it is counted as 8 points and this question is not counted. For multiple-choice questions, we look at the percentage of each option selected. One person can select multiple options, so the percentage may exceed 100%. Content outside the options is first classified as "other" and then sorted later. The processing of open-ended questions is the most time-consuming: all the original words are summarized by project and question, and then semantic analysis is performed to group similar content into the same question category. Moreover, the same customer is only counted once for the same question category. For example, if a customer says "the corridor is dirty, the road is dirty, and the basement is also dirty", it is only counted as "public area cleaning" once, not three times. This way, a particularly talkative customer will not lead the data astray. Finally, we count how many customers mentioned each question category to get the mention rate. Attribute questions such as age, apartment type, and building are extracted from the owner's background information and used for group comparison. They are not directly included in the score. S6. After data processing, the results are analyzed. Here, we don't just look at a single satisfaction score, but use a comprehensive evaluation formula for overall judgment: Comprehensive Satisfaction Index (CSI) = Scoring Question Score + Open-ended Question Negative Rate + Multiple-choice Question Penetration Rate + Industry Benchmarking Coefficient. In other words, the final evaluation doesn't just look at the score; it also considers the proportion of customers who answered open-ended questions, the proportion of multiple-choice questions that were answered, and the gap compared to the industry average. Specifically, it's analyzed across five modules: The first step is score diagnosis, which identifies which indicators have low scores and have a significant impact on overall satisfaction, and prioritizes addressing these shortcomings. The second step is text mining. The results of the open-ended questions are categorized and sorted by mention rate from high to low. The top 3 most liked questions and the top 3 or top 5 most criticized questions are output separately, along with examples of the customer's original words, so that people can understand the specific problem at a glance. The "open-ended question negative rate" refers to the proportion of customers complaining about a certain problem. The higher the rate, the more serious the problem. Third is cross-insight, specifically looking for anomalies: for example, a high score but few people mention it means that you did it but the customer didn't feel it at all, and you did it for nothing; or a low score but few people complain about it means that the customer has already gotten used to it or their expectations were low to begin with. The true severity of such problems needs to be reassessed. Fourth is industry benchmarking. This involves comparing Kuancheng Services' various scores with the overall industry level, and then with similar developers / rental communities of the same size. The results show which indicators are leading, which are lagging, and how big the gap is. This "industry benchmarking coefficient" is used to measure the gap between Kuancheng Services and the industry average. The greater the gap, the worse the coefficient. Fifth is trend prediction. Since this is the first survey and there is no historical data, we mainly refer to the typical fluctuations in the industry to identify those businesses with low scores, high customer complaints, and a tendency to deteriorate. We then output risk warnings: which problems, if not addressed now, will become more serious next year. We also combine the "problem penetration rate" of the multiple-choice questions, which is how many customers have encountered a certain problem. The higher the penetration rate, the more widespread the problem is and the more urgent it needs to be addressed. S7. Finally, the report is generated. The report is divided into three main parts: Current status profile, which presents all scores, comparisons with the industry, and distribution of problems; Problem extraction, which is based on a comprehensive selection of dimensions such as low scores, high mention rate, lagging industry, and significant impact weight, and summarizes 3 to 5 core issues that need the most attention. Each issue should be accompanied by the original words of typical customers as evidence. Improvement strategies, providing specific rectification suggestions for each core issue.

10. The customer satisfaction comprehensive evaluation survey method according to claim 9, characterized in that, The rectification suggestions in S7 should be combined with the actual business situation of Kuancheng Services, and should not be vague. When necessary, short-term and long-term measures should be distinguished, and the direction of responsibility should be clearly defined.

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