CN101226621A - Client information system and application method as well as corresponding market researching machine thereof - Google Patents
Client information system and application method as well as corresponding market researching machine thereof Download PDFInfo
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Abstract
A client information system and an application method thereof and a relative market researching machine belong to a data collecting device and an application method for data collecting, processing and applying, particularly a data collecting device for making market research and collecting client suggestions and the application method for data collecting, processing and applying. The invention comprises a plurality of market researching machines (MRM), a market research analyzing system (MRS) and a plurality of terminal data collecting program (TDP). The invention satisfies the practical need of collecting and applying the suggestions of client in large-size service enterprise, safeguards the utilization rate of the process data and data needed in planning instant strategy and tactics for every stratus of the large-size service enterprise, provides a novel client information system (CIS) and an application method thereof and a relative market researching machine, which can conduct target-oriented adjustment and optimization of the telecommunication customer satisfaction index (TCSI) in respect to model structure, calculating method and index correlation.
Description
Technical field
The invention belongs to collection, the processing and methods for using them of a kind of data acquisition equipment and data, especially a kind of market study, the data acquisition equipment of collection client suggestion and its collection, processing and methods for using them of carrying out.
Background technology
Market study is all carried out in a lot of enterprises as a kind of ladder of management of Modern Enterprise Administration.Enterprise formulates corresponding investigation scheme according to different purpose needs, implements then, obtains data information, analyzes, thereby obtains corresponding results, and then give the supvr as decision-making foundation.In the market study before enterprise develops new product, enterprise is investigated the market supply and demand index situation of this product emphatically, and other purpose, with regard to no longer needing the market supply and demand situation of product is investigated during as the lateral comparison of taking the lead by competent authorities between the different industries of carrying out, different enterprise, different product or the business, and needed to adopt other evaluation index.
1989, Sweden at first adopted user satisfaction index CSB (CS Barometer), and the quantitatively evaluating user buys the possibility of commodity or service again, obtains immense success.Afterwards, Germany, the U.S., Italy, New Zealand and Taiwan are adopted CSI (Customer Satisfacion Index) in succession and are launched correlative study.Rose in 1994, per season of U.S. quality association (ASQ) is announced one time the CSI investigation result on " happiness " magazine, and 30 important Federal Agency's regulations of the U.S. will be with U.S.'s user satisfaction index (ACSI) as the instrument of weighing user satisfaction.User satisfaction is estimated, and has become the focus that modern quality control is paid close attention to.
2002, the telecommunication user Satisfaction Index of using in China's communications industry based on the ACSI model (TCSI) occurred first in China.The TCSI model has 6 and exists the causal latent variable of Different Effects degree to constitute, and these 6 latent variables are respectively that user expectation (Customer Expectations), perceived quality (Perceived Value), user satisfaction (Customer Satisfaction), user are complained (Customer Complaints) and user's loyalty (Cutomer Loyalty).By the observed quantity of refinement being determined 6 variablees, the computing formula of Satisfaction Index are the Simultaneous Equations that adopts in the econometrics, with enquiry data inputting mathematical model, the analytic structure equation obtains satisfaction index result.Telecommunication user Satisfaction Index (TCSI) more can be applicable to take the lead the lateral comparison between the different industries of carrying out, different enterprise, different product or the business by competent authorities, be the longitudinal comparison of unit perhaps, thereby make these industries, the business decision personnel's at different levels of enterprise instant Strategy ﹠ Tactics aspect decision-making work that auxiliary foundation and data support are provided with the time.
But above-mentioned telecommunication user Satisfaction Index (TCSI) does not satisfy the large-scale client of service-type businesses suggestion collects the actual demand of using, can not ensure the utilization factor and the demand data of each aspect of large-scale service-type businesses in instant Strategy ﹠ Tactics is worked out of process data, therefore need to adjust and optimize, make it to be fit to more the enterprises characteristics and the application demand of large-scale service-type businesses.
Summary of the invention
Technical matters to be solved by this invention is exactly that telecommunication user Satisfaction Index (TCSI) does not satisfy the actual demand that the large-scale client of service-type businesses suggestion is collected application, can not ensure the utilization factor and the demand data problem of each aspect of large-scale service-type businesses in instant Strategy ﹠ Tactics is worked out of process data, provide a kind of and carried out adjusting targetedly and optimizing in the face of telecommunication user Satisfaction Index (TCSI) in model structure, computing method and index affiliated party, formed new client's intelligence channel (CIS) with and application process and its corresponding market survey machine.
Client's intelligence channel of the present invention mainly is made of data acquisition and data processing equipment, it is characterized in that it mainly comprises:
Several market survey machines (MRM) are the raw data acquisition terminals, are connected with service terminal by 232 interfaces, are used for collection, the coding of the raw data of client's suggestion, evaluation;
A market survey analytic system (MRS) is a data processing software, is installed in server end, is used for the data that market survey machine (MRM) is gathered are stored, handle, analyze, issued;
Several terminal data capture programs (TDP), be and the matching used terminal software of market survey machine (MRM), it is the hinge that market survey machine (MRM) is connected with server, be installed on the service terminal, with the work of market survey machine (MRM) device synchronization, be used for from the control signal of server end reception market survey machine (MRM), realization receives, gathers raw data from market survey machine (MRM) equipment end, to encode pre-service and realize the preprocessed data of server end is uploaded of data.
The market survey machine (MRM) of above-mentioned client's intelligence channel is made of shell and its internal part, it is characterized in that, shell constitutes by renovating with base, base is fixedlyed connected with lower cover by loam cake and is constituted, renovate be positioned at loam cake one side above, become the inclined-plane fixedly connected with loam cake; The limit, bottom right is provided with membrane keyboard on the last capping, and LCDs and loudspeaker are arranged in its top; Last capping upper left side is provided with the topic plate, and the topic plate is provided with control circuit board by draw-in groove and loam cake clamping in the base of topic plate below; Renovate down loam cake one side switch, data-interface and supply socket are set respectively.
The control circuit board of market survey machine (MRM) is made of keyboard scanning circuit, voice signal amplifying circuit, buzzer amplifying circuit, mu balanced circuit, serial communication circuit, display circuit, cpu control circuit, keyboard scanning circuit is connected with keyboard, the buzzer amplifying circuit is connected with loudspeaker, and display circuit is connected with LCDs.
The keyboard scanning circuit circuit mainly is made up of membrane keyboard interface, CH452A cake core; The voice signal amplifying circuit mainly is made up of voice storage chip ISD4002-120P cake core, signal amplification LM386N-1 cake core, 10K adjustable resistance, speaker interface; The buzzer amplifying circuit mainly is made up of paster S8550 triode, hummer; Mu balanced circuit mainly is made up of voltage stabilizing chip AMS1117 cake core, filter capacitor; Serial communication circuit mainly is made up of MAX232 cake core, the curved seat of RS232 maternal interface; Display circuit mainly is made up of display screen interface, 20K adjustable resistance, CPU; Cpu control circuit is made up of STC89C54RD+40I PQFP type cpu chip, 11.0592 crystal oscillator; Switch interface is connected with switch by switch connection; 7V～12V D.C. regulated power supply interface is connected with 7V～12V D.C. regulated power supply.
Its function is: the issue of investigation exercise question, and to the voice suggestion of answer instruction, confirmation, cancellation information, the interviewee has selected collection, arrangement, the transmission of answer data, and the interviewee has selected the demonstration of answer, the issue of advertisement column ad content.
Above-mentioned client's intelligence channel has formed the platform structure of three levels, is respectively acquisition layer, data Layer and application layer:
Acquisition layer is to be made of some and large-scale service-type businesses service terminal market survey machine (MRM) terminal that is connected and the terminal data capture program (TDP) that is loaded on the large-scale service-type businesses service terminal that adopts client/server (C/S) mechanical development, realizes collection, coding and the transmission of client's suggestion raw data.
Market survey analytic system (MRS) the acquisition layer process cognitive model of answering mainly solves number and order, the skill of asking and the problem of aspects such as control, answer data standardization and the person's of answering custom of the language of the design of form, answer of the type of investigation and structure, problem and record, problem and question formulation, problem.The answer theory of process cognitive model of market survey analytic system (MRS) acquisition layer constitutes and to be:
" process model of answering " that comprise 4 big processes that Tourangeau, Rips and Rasinski proposed in 2002;
Cannell, Miller and Oksenberg set up the cognitive model of first process of answering from the person's of answering visual angle;
High road that Krosnick and Alwin propose and low path are handled, and low path is handled to adopt and satisfied strategy, does not pursue the deep understanding to problem, and a feasible answer just can just be provided, and high road is handled and then problem thought deeply comprehensively, seeks optimized answer;
The problems of attitude that Strack and Martin then propose process " double track " theory of answering has not existed attitude with not existing in advance to make a distinction in advance, and processing procedure was fairly simple when existing attitude was arranged, and did not then need to form a new judgement, and process is complicated.
Terminal data capture program (TDP) major function is: collection point essential information (zone, business hall, device numbering) configuration, uploading of the reception of investigation plan and confirmation, uploading of investigation topic card replacement confirmation, the function control of market survey machine (MRM) equipment, market survey machine (MRM) equipment is gathered reception, storage, the encoding process of raw data, uploading automatically of preprocessed data, the automatic statistics of collection point investigation effective sample volume.
Terminal data capture program (TDP) is based on the requirement of client's intelligence channel (CIS) platform development unitarity, consider the portability of operating system platform simultaneously, TDP adopts the java exploitation, and developing instrument adopts Jbuilder2006, the C/S structure forms TDP surface chart and TDP control panel.Development platform is: ORACLE database 9I, development kit JDKVersion1.4.2, JSP server Tomcat5.028, developing instrument Eclipse3.1.Comprised the Com bag: be mainly used to deposit class file, main bag: be mainly used to deposit program master interface and major function code word file, tools bag: mainly deposit the common code class file.
The data Layer of client's intelligence channel (CIS) platform is made of market survey analytic system (MRS) database, statistical analysis engine, application page engine and four modules of market survey machine (MRM) supervisory system and private server, module loading is to client's intelligence channel (CIS) Platform Server, by network connection and data collection station and application terminal co-operation.Database is based on the oracle database platform development, and statistical analysis engine is based on market survey analytic system (MRS) client complaint analysis model development, realizes the storage, Classification Management of data and to the statistical function of data.
The data Layer function is: receiving changes the director data that application layer is submitted to, receive the preprocessed data that acquisition layer is uploaded, realize storage, the management of data, optimizational function, classify, put in order, add up, calculate by the preprocessed data that statistical analysis engine is uploaded acquisition layer, the working condition of market survey machine (MRM) equipment in client's intelligence channel (CIS) platform is monitored by market survey machine (MRM) supervisory system.
Wherein, market survey analytic system of the present invention (MRS) adopts client's complaint analysis model (MRS-CS), adopts more simple and clear tree structure, and the branch different levels are set up index, and are separate between each index of each level.Client's complaint analysis model (MRS-CS) has been set up 16 latent variable or project altogether, be respectively: the infrastructure service satisfaction, expense (price) satisfaction, the Room or shop or locate service satisfaction, the hotline service satisfaction, the business handling service satisfaction, the Additional Services satisfaction, the marketing channel service satisfaction, the complaint handling satisfaction, the advertising satisfaction, the test and appraisal of medium attention rate, client's feedback activity satisfaction, the test of feedback activity description, corporate image is estimated, the loyal test and appraisal of user, overall value is estimated, complaint about the user, each latent variable forms the project relationship structural drawing of client's complaint analysis model (MRS-CS) respectively by 5 separate observational variables or index decision and influence.
Project that client's complaint analysis model (MRS-CS) is all and index are all closely set satisfaction, evaluation, suggestion and the tendentiousness of various work around the large-scale client of service-type businesses.80 indexs of the bottom are exactly the large-scale client of service-type businesses for the evaluation of the fundamental characteristics of enterprise product, service, image or to the most direct description of customer selecting tendency, every index correspondence the one investigation topic in the customer survey, the situation of an aspect of independent reflection can be used as each aspect staff of large-scale service-type businesses the auxiliary foundation in the decision-making work process of an instant strategic or tactical is independently existed.
In the middle of 16 latent variables of client's complaint analysis model (MRS-CS), exist relative filling between 10 latent variables of customer satisfaction (CS) project and its observational variable that is comprised and want incidence relation.
Simultaneously, in order to ensure the practicality of client's intelligence channel (CIS) platform, client's complaint analysis model (MRS-CS) has set up " zone observation " and " sequential observation " two to observe dimension on index observation dimension, make the large-scale staff of service-type businesses in the middle of application process to data result's observation more comprehensively, adding system, more flexible more.
The application layer main composition is to adopt market survey analytic system (MRS) software platform of browser/server (B/S) mechanical development, realizes that the displaying issuing function of service logic, statistics, realization provide the function of the back-stage management in the extent of competence to various different rights users.Application person can surf the Net, and just can use, and need not install on the application terminal.
Client's intelligence channel (CIS) platform application layer is the platform to client's opinion data statistics issue, and the function of application layer is based on the page issue that relies on market survey analytic system (MRS) and realizes.So market survey analytic system (MRS) software is the core content of client's intelligence channel (CIS) application layer.
The structure of market survey analytic system (MRS) application layer is made up of 4 modules, comprises analysis diagram, statistical report form, system management and help; Wherein, the analysis diagram module has comprised that the performance of customer satisfaction project, single index number percent are cashed, the index of correlation score contrasts, each contrast of zone index score and each zone index score timing variations module; The statistical report form module has comprised customer satisfaction (CSI) data sheet, specific analysis form, custom item analytical statement module; System management module has comprised that market survey machine (MRM) terminal monitoring, zone are provided with, investigate planning management, the management of investigation exercise question, investigation data maintenance and user management module; Help module comprises market survey analytic system operating guidance and system's investigation index lexical or textual analysis module.In customer satisfaction project functional modules, also comprised in addition regional in the customer satisfaction score performance, each zone the contrast of customer satisfaction score and each regional in customer satisfaction score timing variations module; Also comprised customer satisfaction score timing variations module in market survey machine (MRM) terminal distribution table, market survey machine (MRM) terminal investigation sample amount statistics and each zone in market survey machine (MRM) the terminal monitoring module.Functions such as investigation plan, data storage, classification, statistical study, displaying that whole market investigation and analysis systems (MRS) are integrated.
Client's intelligence channel application process of the present invention is characterized in that it may further comprise the steps:
(1) raw data acquisition work realizes
A, market survey machine (MRM) is arranged at Counter service, uses 232 serial communication ports to be connected on the service terminal;
B, employing market survey machine (MRM) carry out raw data acquisition;
(2) original data processing work realizes
A, terminal data capture program (TDP) install and are loaded on the service terminal of business hall and the work of market survey machine (MRM) device synchronization;
The function that b, terminal data capture program (TDP) are controlled from server end confirmation of receipt investigation plan, execution accuracy;
C, terminal data capture program (TDP) receive the raw data that collects from market survey machine (MRM) equipment end, to the data pre-service of encoding;
D, terminal data capture program (TDP) are uploaded the preprocessed data of server end.
(3) the preprocessed data uploading operation realizes
A, by the tcp/ip communication agreement with data upload;
B, employing JDBC realization are connected with the oracle database;
Realized to the unified across the entire province client's suggestion of province-level branch company of large-scale service-type businesses construction is collected, application platform by system of the present invention and equipment.Comprised from data acquisition, processing, storage, to information life cycle overall process functions such as processing, circulation, issues.Have perfect independent planning management function, make user can use exercise question management easily, the planning management function is independently carried out the investigation project with authority.Take effective and efficient manner to guarantee the easy and simple to handle of data acquisition equipment, can independently finish the setting of equipment and the enforcement of investigation according to plan by the staff.Adopt targeted, practical Statistic analysis models, fully pay attention to the application of process data; Have the rationally careful statistics criteria for classification and the statistics published method of straightforward.The operation interface close friend.Perfect rights management function is set, meets the institutional service logic custom of province-level branch company of large-scale service-type businesses and branch.At data Layer, application layer take effective measures high-performance, the high security of assurance system.
Compare with traditional market study mode, the application of CIS platform has as shown in the table having a few:
| Investigate index | CIS platform application mode | Traditional market investigation mode |
| Scope | All counties and districts level zones inside the province. | The a few representative zone that sample mode extracts. |
| |
1 day (10000 samples) | 6-10 month (10000 samples) |
| Sample size | Can finish the sample about 10000 in one day greatly, | Little, 10 left and right sides sample/man days |
| Expense | One-time investment is built, prolonged application, and the investigation cost of a sample is below 0.3 yuan. | By the project quotation, the single sample mean expense of different investigation modes is about 60 yuan. |
| Continuity | Can carry out continuity observation at the investigation index | Based on expense and cycle, be difficult to realize continuity observation |
| Data user rate | Along with the generation of investigating data produces statistics, process data utilization factor height in real time. | The finding generation cycle is long, and process data is mostly wasted, and can't utilize.Utilize findings data more. |
| Reliability | The autonomous construction, data acquisition is carried out by MRM by the client; Data preparation, statistics are finished the reliability height automatically by the MRS system. | Implement link and be solely responsible for by the third party, the consigner knows nothing the process that data produce, and human factor influences greatly in the data aggregation arrangement process, and reliability is low. |
| Confidentiality | All investigation, analysis, storing process are independently finished by internal system, and data stream turns over journey does not have the third party to participate in, and confidentiality is controlled fully. | A large amount of customer datas are submitted to the third party, and collection, arrangement, the statistical work of client's opinion data simultaneously finished by the third party, and confidentiality is uncontrollable. |
| The respondent | Towards the large-scale existing customer of service-type businesses.The client screens based on defining with salesman's judgement of place of investigation and finishes | Anyone might become the respondent in theory.Examination work is by screening questionnaire by manually finishing. |
| Visit exercise question amount | Investigate at definite target setting 5 roads with interior exercise question at every turn.Point to clearly interviewee's acceptance level height. | The exercise question setting is unlimited in theory, because the requirement of aspects such as examination, jumping topic is arranged.The exercise question amount is big. |
| Research direction | Based on the quantitative examination of large sample amount, clear and definite index, overall ubiquity, regional correlation and timing variations several aspect performance, contrast embodiment present situation and variation by the data statistics result. | Based on the qualitative or quantitative examination of small sample amount, under hypothesis prerequisite, can use complicated statistical method at the result, further investigate and calculate at a certain concrete problem, the result of verify hypothesis specially |
| Be suitable for category | Be applicable to standard, system, all sidedly to the collection and the application of client's suggestion.Instant Strategy ﹠ Tactics aspect decision-making work to business decision personnel at different levels provides auxiliary foundation and data support. | Be applicable to segmentation research and to the research that needs to analyse in depth, complicated calculations is gone the hypothesis result that verifies.Be applicable to the solution of seeking the conspicuous contradiction in the business process, aid in long-range strategy decision-making or market medium-and long-term forecasting work. |
Description of drawings
Fig. 1 is the structural representation of the embodiment of the invention 1 market survey machine (MRM)
Among the figure, renovate 15, loam cake 16, lower cover 17, membrane keyboard 18, LCDs 19, loudspeaker 20, topic plate 21, control circuit board 22, switch 23, data-interface 24, supply socket 25
Fig. 2 is the board structure of circuit synoptic diagram of market survey machine of the present invention (MRM) embodiment 1
Among the figure, 20K adjustable resistance 1, CH452A cake core 2, membrane keyboard interface 3, LM386N-1 cake core 4, speaker interface 5,10K adjustable resistance 6, ISD4002-120P cake core 7, MAX232 cake core 8, AMS1117 cake core 9, switch interface 10,7V～12V D.C. regulated power supply interface 11, RS232 maternal interface 12, STC89C54RD+40I PQFP type cpu chip 13, display screen interface 14, S8550 triode 26, hummer 27, filter capacitor 28,11.0592 crystal oscillators 29
Embodiment
Below the invention will be further described:
Several market survey machines (MRM) are the raw data acquisition terminals, are connected with service terminal by 232 interfaces, are used for collection, the coding of the raw data of client's suggestion, evaluation;
A market survey analytic system (MRS) is a data processing software, is installed in server end, is used for the data that market survey machine (MRM) is gathered are stored, handle, analyze, issued;
Several terminal data capture programs (TDP), be and the matching used terminal software of market survey machine (MRM), it is the hinge that market survey machine (MRM) is connected with server, be installed on the service terminal, with the work of market survey machine (MRM) device synchronization, be used for from the control signal of server end reception market survey machine (MRM), realization receives, gathers raw data from market survey machine (MRM) equipment end, to encode pre-service and realize the preprocessed data of server end is uploaded of data.
Adopt market survey machine of the present invention (MRM), some of unit type: VIS-MR001 are connected with the computing machine that the service of large-scale service-type businesses business hall is attended a banquet respectively, are configured automatic work after the connection.
The structure of VIS-MR001 is: constitute by shell and its internal part, shell by renovate 15 and base constitute, base is fixedlyed connected with lower cover 17 by loam cake 16 and is constituted, renovate 15 be positioned at loam cake 16 1 sides above, fixedly connected with 16 one-tenth inclined-planes of loam cake; 16 of loam cakes are gone up the limit, bottom right membrane keyboard 18 are set, and LCDs 19 and loudspeaker 20 are arranged in its top; 16 upper left sides of loam cake are provided with topic plate 21, and topic plate 21 is provided with control circuit board 22 by draw-in groove and loam cake 16 clampings in the topic plate 21 below bases; Renovate 15 times loam cake 16 1 sides switch 23, data-interface 24 and supply socket 25 are set respectively.
The control circuit board of market survey machine (MRM) is made of keyboard scanning circuit, voice signal amplifying circuit, buzzer amplifying circuit, mu balanced circuit, serial communication circuit, display circuit, cpu control circuit, keyboard scanning circuit is connected with keyboard, the buzzer amplifying circuit is connected with loudspeaker, and display circuit is connected with LCDs.
Keyboard scanning circuit mainly is made up of membrane keyboard interface 3, CH452A cake core 2, and the principle of work of this part circuit is: the scanning button, the button data that scans is delivered to CPU, and function is: the scanning button.The voice signal amplifying circuit mainly is made up of voice storage chip ISD4002-120P cake core 7, signal amplification LM386N-1 cake core 4,10K adjustable resistance 6, speaker interface 5, the principle of work of this part circuit is: the voice signal of voice storage chip output is amplified, by loudspeaker output, function is at last: voice amplify.The buzzer amplifying circuit mainly is made up of paster S8550 triode 26, hummer 27, the principle of work of this part circuit is: during button, and CPU output buzzer signal, the buzzer signal amplifies through triode, by hummer output, function is at last: amplify buzzer.Mu balanced circuit mainly is made up of voltage stabilizing chip AMS1117 cake core 9, filter capacitor 28, the principle of work of partial circuit is: DC voltage (9V) the process voltage stabilizing chip voltage stabilizing of outside input is at 5V, pass through the filtering capacitor filtering at last, function is: provide more stable 5V voltage to mainboard.Serial communication circuit mainly is made up of MAX232 cake core 8, RS232 maternal interface 12 curved seats, and function is: realize MRM main frame and the mutual communication of computing machine.Display circuit mainly is made up of display screen interface 14,20K adjustable resistance 1, CPU, and function is: the content when display button is pressed.Cpu control circuit is made up of STC89C54RD+40I PQFP type cpu chip 13,11.0592 crystal oscillators 29, and function is: the having or not of the demonstration of the input of the button of supervisory keyboard, display screen, the pronunciation of speech chip, buzzer, serial communication.Switch interface 10 is connected with switch by switch connection.7V～12V D.C. regulated power supply interface 11 is connected with 7V～12V D.C. regulated power supply.
Market survey analytic system (MRS) based on client's complaint analysis model (MRS-CS) of the present invention is a data processing software, is installed in server end, is used for the data that market survey machine (MRM) is gathered are stored, handle, analyze, issued;
For the effect that ensures that client's complaint analysis model (MRS-CS) is used, realize the construction object of client's intelligence channel (CIS) platform, client's complaint analysis model (MRS-CS) model to the concrete requirement of the enforcement of investigation is:
| The enforcement project | Implement requirement | Explanation |
| The survey area | With provincial is unit | In zone covering comprehensively more than counties and districts' level across the entire province.Each points for investigation is the survey area with counties and districts of living in level zone. |
| The respondent | The large-scale client of service-type businesses | All clients that refer to province-level branch company of large-scale service-type businesses in the scope of survey area. |
| Points for investigation | Large-scale service-type businesses business hall | Screen needs for the respondent, points for investigation is set to large-scale service-type businesses business hall. |
| The sampling frame | Client at large-scale service-type businesses business hall transacting business | Generally, the consumer at large-scale service-type businesses business hall transacting business is the client of enterprise self basically.According to the requirement of MRS-CS, investigation sampling frame is set at the client of transacting business in the business hall. |
| The sampling probability type | Deng general sampling | The probability that all respondents enter the sampling frame is identical.Can under simple data processing condition, obtain the higher conclusion of precision. |
| Sample mode | Chester sampling (simple random sampling in the group) | MRS-CS under the support of points for investigation and the requirement of sampling frame, adopts cluster to take out at very special target of investication and study colony |
| Sample will obtain very good estimation effect.Because the sampling frame limits, adopt simple random sampling can satisfy the investigation precision requirement fully in the group. | ||
| |
3 ‰-9 ‰ | Because the survey area covers the above zone of counties and districts' level fully, considers and will carry out the point estimation of " regional dimension " to each zone, basic degree of confidence requires to reach the sampling proportion more than 3 ‰.Consider investigation time and cost problem, sampling proportion differs and should surpass 9 ‰ |
| Sample size | By the measuring and calculating of 1000 general-purpose families, sample size should be between 30,000-90,000 | |
| The exercise question requirement | Single project comprises index and produces the same period | Each latent variable all can independently constitute the investigation project among the MRS-CS, and each observational variable is also all represented fixedly meaning.So be provided with in the questionnaire structure and there is no specific (special) requirements, consider the factor of CIS platform in operation standardization and investigation efficient, so, be that unit is provided with the investigation exercise question with project (latent variable). |
| Digital coding | Effective value gradient coding | By gradient requirement setting data coding rule; Reject invalid, disappearance, " unclear " data, valid data are carried out gradient coding. |
| Analytical approach | Point estimation (sample mean estimation population mean) | To overall estimation be certain point, adopt a some sample average result to estimate the average method of total amount in the analysis thought of MRS-CS. |
| Determining of flexible strategy | With the demand is that the empirical value that leads is determined method | In customer satisfaction in MRS-CS (CS) project, has the weighting comparison between 5 observational variables that each project comprises.Because systematic procedure data application is strong, so BEST is 1 for all observational variable initial assignment.Application person can be according to situation and working experience value are that guiding is revised assignment with the demand on the spot.The modification of flexible strategy will cause the significance level between the observational variable relatively to have tendentiousness. |
| Poll cycle and synchronism | Sequence period observation observation station synchrodata is adopted | " the sequential dimension " that is provided with in the MRS-CS model requires 16 latent variable to carry out week according to relatively-stationary order |
| Collection | The observation of phase property; To obtain metastable fixed time sequence observed result at interval; " regional dimension " then requires in the observation cycle of fixing latent variable, and the observation station in all survey areas is carried out data acquisition synchronously. |
Based on " statistical analysis engine " of client's complaint analysis model (MRS-CS) model construction core as CIS platform data layer, the thought basis of the development and Design of market survey analytic system (MRS) is the enforcement requirement of client's intelligence channel (CIS) platform construction target and client's complaint analysis model (MRS-CS) model.The design philosophy of market survey analytic system on this basis, (MRS) and concrete implementation are as shown in the table:
| Design philosophy | Implementation |
| Realize on a large scale, in real time facilitated application | Adopt B/S (browser/server) framework mode |
| Ensure matching with the existing platform of large-scale service-type businesses | Adopt the Oracel database |
| Ensure stability and adaptability | Adopt the Java too development |
| Guarantee system security | Adopt the distinctive authority filter technology of Java |
| Realize MRS-CS model analysis result's issue | Adopt the Java figure solution of JFreeChart company to realize the statistical graph issuing function |
| Realize the issue and the download of statistics | Adopt the POI kit of form management and apache to realize the EXCEL export function |
| Realize of the autonomous application of large-scale service-type businesses to the CIS platform. | Adopt the work flow mode of " plan-execution-monitoring " to adopt comprehensive back-stage management function |
| Ensure compatibility with large-scale service-type businesses reality operation flow | Adopt " provincial-prefecture-level-counties and districts' level " layer-management and the data flowing mode of command reception forwarding step by step |
| Realize " sequential dimension " periodically requirement of MRS-CS model | Adopt the project scheduling circulation flowing mode of " precoding-prompting-affirmation is carried out automatically " |
| Realize " regional dimension " observation requirement of MRS-CS model | Employing with provincial be unique Planning Directive publishing point; Prefecture-level reception is transmitted; The plan release model that carry out the collection point. |
| Realization is to the monitoring of MRM equipment | Adopt standardized data coding, verification technology |
Several terminal data capture programs (TDP) adopt the java exploitation, and developing instrument adopts Jbuilder2006, and the C/S structure forms TDP surface chart and TDP control panel.Development platform is: ORACLE database 9I, development kit JDK Version1.4.2, JSP server Tomca5.028, developing instrument Eclipse3.1.Comprised the Com bag: be mainly used to deposit class file, main bag: be mainly used to deposit program master interface and major function code word file, tools bag: mainly deposit the common code class file.Be installed on the service terminal of business hall, with the work of market survey machine (MRM) device synchronization, be used for from the control signal of server end reception market survey machine (MRM), realization receives, gathers raw data from market survey machine (MRM) equipment end, to encode pre-service and realize the preprocessed data of server end is uploaded of data.
The step that whole client's intelligence channel application process is realized is:
(1) raw data acquisition work realizes
A, market survey machine (MRM) are arranged at large-scale service-type businesses business hall Counter service, use 232 serial communication ports to be connected on the service terminal;
B, adopt special-purpose MRM equipment to carry out raw data acquisition: to adopt tune to remind the client to answer, it is 5 problems that curstomer-oriented is investigated exercise question at every turn, the lifting acceptance of answering, reduce client's access denial rate, each customer-oriented investigation exercise question has correlativity, the guarantee person's of answering thinking continuity, the investigation exercise question adopts spoken statement, to specific term, the mode of answering clearly instructs, at present situation and situation question in the recent period, the published method of investigation exercise question adopts the mode of printing that meets the China person of answering custom, the unified planning of exercise question answer set-up mode is that 5 gradient scoring mechanism are provided with (10 minutes, 7 minutes, 5 minutes, 3 minutes, 1 minute, unclear six options), closed individual event is selected, the person of answering selects the mode of answer easy, the mode that membrane keyboard is preset in the employing person that conveniently do not answer answers, and the person of answering can check the answer that makes their own by the display screen of MRM equipment voluntarily, and can change and answer again.
(2) original data processing work realizes
A, terminal data capture program (TDP) install and are loaded on the service terminal of business hall and the work of market survey machine (MRM) device synchronization;
The function that b, terminal data capture program (TDP) are controlled from server end confirmation of receipt investigation plan, execution accuracy;
C, terminal data capture program (TDP) receive the raw data that collects from market survey machine (MRM) equipment end, to the data pre-service of encoding;
D, terminal data capture program (TDP) are uploaded the preprocessed data of server end.
(3) the preprocessed data uploading operation realizes
A, by the tcp/ip communication agreement with data upload;
B, employing JDBC realization are connected with the oracle database.
Claims (8)
1. client's intelligence channel (CIS) mainly is made of data acquisition and data processing equipment, it is characterized in that it mainly comprises:
Several market survey machines (MRM) are the raw data acquisition terminals, are connected with service terminal by 232 interfaces, are used for collection, the coding of the raw data of client's suggestion, evaluation;
A market survey analytic system (MRS) is a data processing software, is installed in server end, is used for the data that market survey machine (MRM) is gathered are stored, handle, analyze, issued;
Several terminal data capture programs (TDP), be and the matching used terminal software of market survey machine (MRM), it is the hinge that market survey machine (MRM) is connected with server, be installed on the service terminal, with the work of market survey machine (MRM) device synchronization, be used for from the control signal of server end reception market survey machine (MRM), realization receives, gathers raw data from market survey machine (MRM) equipment end, to encode pre-service and realize the preprocessed data of server end is uploaded of data.
2. a market survey machine (MRM), it is characterized in that it is made of shell and its internal part, shell constitutes by renovating (15) and base, base is fixedlyed connected formation by loam cake (16) with lower cover (17), renovate (15) be positioned at loam cake (16) one sides above, become the inclined-plane fixedly connected with loam cake (16); The limit, bottom right is provided with thin film switch (18) on loam cake (16) face, and LCDs (19) and loudspeaker (20) are arranged in its top; Loam cake (16) face upper left side is provided with topic plate (21), and topic plate (21) is provided with control circuit board (22) by draw-in groove and loam cake (16) clamping in the base of topic plate (21) below; Renovate (15) following loam cake (16) one sides switch (23), data-interface (24) and supply socket (25) are set respectively.
3. market survey machine according to claim 2 (MRM), the control circuit board that it is characterized in that market survey machine (MRM) is made of keyboard scanning circuit, voice signal amplifying circuit, buzzer amplifying circuit, mu balanced circuit, serial communication circuit, display circuit, cpu control circuit, keyboard scanning circuit is connected with keyboard, the buzzer amplifying circuit is connected with loudspeaker, and display circuit is connected with LCDs.
4. market survey machine according to claim 3 (MRM) is characterized in that the keyboard scanning circuit circuit mainly is made up of membrane keyboard interface (3), CH452A cake core (2) in the control circuit board of market survey machine (MRM); The voice signal amplifying circuit mainly is made up of voice storage chip ISD4002-120P cake core (7), signal amplification LM386N-1 cake core (4), 10K adjustable resistance (6), speaker interface (5); The buzzer amplifying circuit mainly is made up of paster S8550 triode (26), hummer (27); Mu balanced circuit mainly is made up of voltage stabilizing chip AMS1117 cake core (9), filter capacitor (28); Serial communication circuit mainly is made up of MAX232 cake core (8), the curved seat of RS232 maternal interface (12); Display circuit mainly is made up of display screen interface (14), 20K adjustable electric sun (1), CPU; Cpu control circuit is made up of STC89C54RD+40I PQFP type cpu chip (13), 11.0592 crystal oscillators (29); Switch interface (10) is connected with switch by switch connection; 7V～12V D.C. regulated power supply interface (11) is connected with 7V～12V D.C. regulated power supply.
5. client's intelligence channel according to claim 1 is characterized in that it has formed the platform structure of three levels, is respectively acquisition layer, data Layer and application layer:
Acquisition layer is to be made of some and large-scale service-type businesses service terminal market survey machine (MRM) terminal that is connected and the terminal data capture program (TDP) that is loaded on the large-scale service-type businesses service terminal that adopts client/server (C/S) mechanical development, terminal data capture program (TDP) constitutes TDP surface chart and TDP control panel, realizes collection, coding and the transmission of client's suggestion raw data;
Data Layer is made of market survey analytic system (MRS) database, statistical analysis engine, application page engine and four modules of market survey machine (MRM) supervisory system and private server, module loading is to client's intelligence channel (CIS) Platform Server, by network connection and data collection station and application terminal co-operation;
The application layer main composition is to adopt market survey analytic system (MRS) software platform of browser/server (B/S) mechanical development, the displaying issuing function, the realization that realize service logic, statistics provide the function of the back-stage management in the extent of competence to various different rights users, application person can surf the Net, just can use, need not install on the application terminal.
6. client's intelligence channel according to claim 1 or 5 is characterized in that client's complaint analysis model (MRS-CS) of market survey analytic system (MRS) is a tree structure, and the branch different levels are set up index, and are separate between each index of each level; Client's complaint analysis model (MRS-CS) has been set up 16 latent variable or project altogether, be respectively: the infrastructure service satisfaction, expense (price) satisfaction, the Room or shop or locate service satisfaction, the hotline service satisfaction, the business handling service satisfaction, the Additional Services satisfaction, the marketing channel service satisfaction, the complaint handling satisfaction, the advertising satisfaction, the test and appraisal of medium attention rate, client's feedback activity satisfaction, the test of feedback activity description, corporate image is estimated, the loyal test and appraisal of user, overall value is estimated, complaint about the user, each latent variable is respectively by 5 separate observational variables or index decision and influence, form the project relationship structural drawing of client's complaint analysis model (MRS-CS), set up " zone observation " and " sequential observation " two observation dimension on the index observation dimension.
7. client's intelligence channel according to claim 1 or 5 is characterized in that the structure of application layer is made up of 4 modules, comprises analysis diagram, statistical report form, system management and help; Wherein, the analysis diagram module has comprised that the performance of customer satisfaction project, single index number percent are cashed, the index of correlation score contrasts, each contrast of zone index score and each zone index score timing variations module; The statistical report form module has comprised customer satisfaction (CSI) data sheet, specific analysis form, custom item analytical statement module; System management module has comprised that market survey machine (MRM) terminal monitoring, zone are provided with, investigate planning management, the management of investigation exercise question, investigation data maintenance and user management module; Help module comprises market survey analytic system operating guidance and system's investigation index lexical or textual analysis module; In customer satisfaction project functional modules, also comprised in addition regional in the customer satisfaction score performance, each zone the contrast of customer satisfaction score and each regional in customer satisfaction score timing variations module; Also comprised customer satisfaction score timing variations module in market survey machine (MRM) terminal distribution table, market survey machine (MRM) terminal investigation sample amount statistics and each zone in market survey machine (MRM) the terminal monitoring module; Functions such as investigation plan, data storage, classification, statistical study, displaying that whole market investigation and analysis systems (MRS) are integrated.
8. client's intelligence channel application process is characterized in that it may further comprise the steps:
(1) raw data acquisition work realizes
A, market survey machine (MRM) is arranged at Counter service, uses 232 serial communication ports to be connected on the service terminal;
B, employing market survey machine (MRM) carry out raw data acquisition;
(2) original data processing work realizes
A, terminal data capture program (TDP) install and are loaded on the service terminal of business hall and the work of market survey machine (MRM) device synchronization;
The function that b, terminal data capture program (TDP) are controlled from server end confirmation of receipt investigation plan, execution accuracy;
C, terminal data capture program (TDP) receive the raw data that collects from market survey machine (MRM) equipment end, to the data pre-service of encoding;
D, terminal data capture program (TDP) are uploaded the preprocessed data of server end;
(3) the preprocessed data uploading operation realizes
A, by the tcp/ip communication agreement with data upload;
B, employing JDBC realization are connected with the oracle database.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2008100580637A CN101226621A (en) | 2008-01-25 | 2008-01-25 | Client information system and application method as well as corresponding market researching machine thereof |
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| Application Number | Priority Date | Filing Date | Title |
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| CNA2008100580637A CN101226621A (en) | 2008-01-25 | 2008-01-25 | Client information system and application method as well as corresponding market researching machine thereof |
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| CN101226621A true CN101226621A (en) | 2008-07-23 |
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| CNA2008100580637A Pending CN101226621A (en) | 2008-01-25 | 2008-01-25 | Client information system and application method as well as corresponding market researching machine thereof |
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Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102306206A (en) * | 2011-07-18 | 2012-01-04 | 福州大学 | Self-adapting consistent data fusion method |
| CN102402717A (en) * | 2010-09-13 | 2012-04-04 | 日电（中国）有限公司 | Data analysis facility and method |
| CN102708505A (en) * | 2012-05-18 | 2012-10-03 | 苏州佰思迈信息咨询有限公司 | Client survey software |
| CN102819811A (en) * | 2012-07-11 | 2012-12-12 | 山东金现代信息技术有限公司 | Feedback information generating system and generating method |
| CN103257999A (en) * | 2013-03-08 | 2013-08-21 | 刘念龙 | Informing system and informing method |
| CN105339967A (en) * | 2013-06-26 | 2016-02-17 | 大韩艾恩希有限公司 | Si image reaction investigation system and investigation method thereof |
| CN109345313A (en) * | 2018-10-12 | 2019-02-15 | 四川长虹电器股份有限公司 | Customer satisfaction survey system and method based on big data |
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2008
- 2008-01-25 CN CNA2008100580637A patent/CN101226621A/en active Pending
Cited By (9)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102402717A (en) * | 2010-09-13 | 2012-04-04 | 日电（中国）有限公司 | Data analysis facility and method |
| CN102306206A (en) * | 2011-07-18 | 2012-01-04 | 福州大学 | Self-adapting consistent data fusion method |
| CN102306206B (en) * | 2011-07-18 | 2013-10-30 | 福州大学 | Self-adapting consistent data fusion method |
| CN102708505A (en) * | 2012-05-18 | 2012-10-03 | 苏州佰思迈信息咨询有限公司 | Client survey software |
| CN102819811A (en) * | 2012-07-11 | 2012-12-12 | 山东金现代信息技术有限公司 | Feedback information generating system and generating method |
| CN102819811B (en) * | 2012-07-11 | 2016-03-30 | 山东金现代信息技术有限公司 | A kind of feedback information generation system and generation method |
| CN103257999A (en) * | 2013-03-08 | 2013-08-21 | 刘念龙 | Informing system and informing method |
| CN105339967A (en) * | 2013-06-26 | 2016-02-17 | 大韩艾恩希有限公司 | Si image reaction investigation system and investigation method thereof |
| CN109345313A (en) * | 2018-10-12 | 2019-02-15 | 四川长虹电器股份有限公司 | Customer satisfaction survey system and method based on big data |
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