The invention relates to the technical field of marketing, and discloses a
laundry customer insight
system based on customer investigation and
big data, and the
system comprises the steps: collecting the feedback of customers on the
service quality, speed and convenience of a
laundry through applets, beauty groups, public comments, and offline channels including customer suggestion books and questionnaires; customer feedback is analyzed through the
big data platform, problems existing in
laundry service quality are found out, and deep customer insight analysis is carried out; displaying a
data analysis result in a chart form through a BI tool; and performing targeted
service quality improvement according to an analyzed result, which specifically comprises optimization of a
service process, enhancement of employee training, improvement of service quality, provision of personalized services and optimization of personnel configuration. According to the method, the defects of the existing customer insight method can be effectively overcome, the laundry is helped to comprehensively understand customer demands, deep customer insight analysis is carried out, and targeted improvement measures are formulated, so that the customer satisfaction is improved.