CN107979478A - A kind of definite method and device of customer experience index - Google Patents

A kind of definite method and device of customer experience index Download PDF

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Publication number
CN107979478A
CN107979478A CN201610921532.8A CN201610921532A CN107979478A CN 107979478 A CN107979478 A CN 107979478A CN 201610921532 A CN201610921532 A CN 201610921532A CN 107979478 A CN107979478 A CN 107979478A
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China
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paid service
service
paid
customer experience
experience index
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CN201610921532.8A
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CN107979478B (en
Inventor
陆小虎
孙瑞囡
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Huawei Technologies Co Ltd
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Huawei Technologies Co Ltd
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/14—Network analysis or design
    • H04L41/145—Network analysis or design involving simulating, designing, planning or modelling of a network
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
    • H04L41/5029—Service quality level-based billing, e.g. dependent on measured service level customer is charged more or less
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
    • H04L41/5061—Network service management, e.g. ensuring proper service fulfilment according to agreements characterised by the interaction between service providers and their network customers, e.g. customer relationship management

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  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • General Business, Economics & Management (AREA)
  • Quality & Reliability (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

A kind of definite method and device of customer experience index, is related to field of communication technology, can react client exactly and use the sense of reality after some business.This determines that method includes：Obtain the service package of client's order and the first consumption list of client, and analyze service package and the first consumption list, template is generated with the customer experience index CEI of generation optimization, the CEI generation templates of optimization include the first customer experience index weights of each paid service in service package, the ratio after the optimization shared in all paid services of service package for representing corresponding paid service of the first customer experience index weights；It is single to obtain the second consumption of client, and analyzes the single Key Quality Indicator KQI for determining each paid service of the second consumption；The KQI of template and each paid service is generated according to the CEI of optimization, calculates CEI.

Description

A kind of definite method and device of customer experience index
Technical field
The present embodiments relate to the definite method and dress of field of communication technology, more particularly to a kind of customer experience index Put.
Background technology
In telecommunications industry, customer experience refers to the impression produced after a certain business that client is provided using operator.It is high The customer experience of quality helps to improve client's viscosity, lifts the influence power of operator brand, the final income for increasing operator.
Customer experience index (English：Customer Experience Index, referred to as：CEI visitor) can directly be reflected The general status of family experience, is the important indicator that customer evaluation operator provides business, in optimizing management, formulates market plan Slightly, client etc. is kept to be worth with important references.
At present, operator is based primarily upon the operation indicator of network element in network to assess customer experience, and by improving net The operation indicator of member improves customer experience.But current operator provides diversified business for client, client can root Different business is selected according to the preference and demand of itself, and the operation indicator of different business is different.If still it is based on net The operation indicator of member assesses customer experience, then can not react client exactly using the sense of reality after some business, cause The accuracy rate that evaluation and test of the operator to network performance optimizes reduces.
The content of the invention
The present invention provides a kind of definite method and device of customer experience index, effectively solves the operation based on network element The method of index evaluation customer experience can not react the problem of sense of reality after client uses some business exactly.
First aspect, there is provided a kind of definite method of customer experience index, first, obtains and analyze the business of client's order Set meal and the client are single in the first consumption of the first preset time period, and generation includes the of each paid service in service package The CEI generation templates of the optimization of one customer experience index weights, the first customer experience index weights are used to represent corresponding payment Ratio after business optimization shared in all paid services of service package, the first consumption are single default first including client Using the consumer record of each paid service in period, then, obtain and analyze the client the of the second preset time period Two consumption are single, determine the Key Quality Indicator KQI of each paid service, the second consumption is single to include client in the second preset time The consumer record of each paid service is used in section.Template is generated in the CEI of generation optimization and determines each paid service KQI after, the KQI of template and each paid service determined is generated according to the CEI of the optimization of generation, calculates CEI.
The service package that client orders can accurately reflect paid service workable for the client, the single energy of the first consumption Enough accurately to reflect that the client actually uses the situation of each paid service in the first preset time period, the second consumption is single It can accurately reflect that the client actually uses the situation of each paid service in the second preset time period, therefore, the present invention The definite method for the customer experience index that embodiment provides is that the situation that paid service is actually used according to client generates optimization CEI generation templates, and determine the KQI of each paid service.Definite method provided in an embodiment of the present invention is to be based on client The situation of actual use paid service determines CEI, can accurately evaluate the sense of reality that client uses some business.
Optionally, in a kind of possible implementation of the embodiment of the present invention, above-mentioned analysis service package and first Consumption is single, and the method for generating the CEI generation templates of optimization is：First, each paid service in service package is analyzed, with generation The CEI generation templates of initialization, the CEI generation templates of the initialization include the second customer experience index power of each paid service Weight, the second customer experience index weights are used to representing that corresponding paid service to be shared in all paid services of service package The ratio of initialization；Then, second of each paid service in the CEI generation templates of the single optimization initialization of the first consumption is utilized Customer experience index weights, to determine the first customer experience index weights of each paid service；Finally, based on each payment industry First customer experience index weights of business, generation include the optimization of the first customer experience index weights of each paid service CEI generates template.
Optionally, it is every in above-mentioned analysis service package in the alternatively possible implementation of the embodiment of the present invention A paid service, using generation initialization CEI generation template process as：First, the Value Factors of each paid service are determined, Value Factors are used for expression in no service package, and client pays the expense of corresponding paid service；Then, to each payment industry The Value Factors of business are normalized, to determine the second customer experience index weights of each paid service；Finally, it is based on Second customer experience index weights of each paid service, generation include the second customer experience index weights of each paid service Initialization CEI generation template.
Paid service in service package is ordered by client itself, and therefore, service package can accurately reflect that client can The paid service used.Paid service in the embodiment of the present invention refers to the business for needing client to pay expense.Answered with reference to actual With client can pay expense has interest using a certain service description client to the business, in this way, by analyzing business set Each paid service in meal, the initialization CEI generations template of generation can accurately reflect client to each paid service Interest-degree.First consumption is singly that client actually uses each paid service in service package in the first preset time period Situation, the CEI that initialization is corrected using the single optimization of the first consumption generate template, with the CEI templates of generation optimization, in this way, optimization CEI generations template be more in line with the situation that client uses each paid service, the CEI gone out using the formwork calculation is more accurate Really, it can really reflect that client uses the impression of some business.
Optionally, in the alternatively possible implementation of the embodiment of the present invention, above-mentioned definite each paid service The process of Value Factors is：The packaged service amount of the paid service is obtained from service package；Obtain the rate mark of the paid service It is accurate；Using the product of the expenses standard of the paid service and the packaged service amount of the paid service as the paid service value because Son.
Optionally, in the alternatively possible implementation of the embodiment of the present invention, list is consumed in above-mentioned analysis second, with true The process of the KQI of each paid service is calmly：For each paid service, first, the consumption Dan Zhongyu of the analysis second payment industry It is engaged in corresponding consumer record, to determine at least one Target cell of the paid service and the paid service at least one mesh The business usage amount of each Target cell in cell is marked, wherein, at least one Target cell is in this pair of the terminal use of client Take in the cell of business, according to the business usage amount of the paid service it is descending be arranged sequentially before the cell of P, P >= 1；Then, the synthesis Key Quality Indicator KQI of each Target cell is calculated；According to the synthesis KQI of each Target cell and Two paid services calculate the KQI of the paid service in the business usage amount of each Target cell.
For each paid service, the relevant consumer record of the Dan Zhongyu paid services is consumed by analysis second, The KQI of the paid service in practical application can be obtained, the accuracy of the KQI of the paid service got using which compared with It is high.
Optionally, in the alternatively possible implementation of the embodiment of the present invention, the above-mentioned each Target cell of basis The business usage amount of KQI and the paid service in each Target cell is integrated, the method for calculating the KQI of the paid service is： The sum of products of each Target cell synthesis KQI with business usage amount of the paid service in corresponding Target cell is calculated, with Determine the first numerical value；The paid service is calculated in the sum of business usage amount of each Target cell, to determine second value；Calculate The business of first numerical value and second value, to determine the KQI of the paid service.
Optionally, in the alternatively possible implementation of the embodiment of the present invention, the above-mentioned each Target cell of calculating The method of comprehensive KQI is：Obtain from the second consumption list and remember with the Target cell and the corresponding target consumer of the paid service Record；Determine business usage amount of the paid service in target consumer record；Obtain and target consumer record and the paid service Corresponding Key Performance Indicator KPI；Made according to the business of preset algorithm, KPI and the paid service in target consumer record Dosage, calculates the synthesis KQI of the Target cell.
The embodiment of the present invention is when determining the KQI of each paid service, it is contemplated that the terminal of client uses corresponding payment The geographical location of business and temporal information, are conducive to improve the accuracy rate for calculating CEI.
Second aspect, there is provided a kind of determining device of customer experience index, the determining device include acquiring unit and processing Unit.
The function that unit module provided in an embodiment of the present invention is realized is specific as follows：
Above-mentioned acquiring unit, for obtaining the service package of client's order and the first consumption list of client, the first consumption Single consumer record for including each paid service that client is used in the first preset time period in service package, and for obtaining The second of client is taken to consume single, the single consumption for including client and using each paid service in the second preset time period of the second consumption Record；Processing unit, the service package and the first consumption list got for analyzing above-mentioned acquiring unit, with generation optimization Customer experience index CEI generates template, and the CEI generation templates of optimization include the first customer experience index power of each paid service Weight, the first customer experience index weights are used to representing that corresponding paid service to be shared in all paid services of service package Ratio after optimization, and the second consumption list got for analyzing above-mentioned acquiring unit, to determine each paid service Key Quality Indicator KQI, and for generating the KQI of template and each paid service according to the CEI of optimization, calculate CEI.
Further, in a kind of implementation of the embodiment of the present invention, above-mentioned processing unit, is specifically used for：Analyze industry The each paid service being engaged in set meal, generates template, the CEI generation templates of initialization are included each to generate the CEI of initialization Second customer experience index weights of paid service, the second customer experience index weights are used to represent corresponding paid service in industry The ratio for the initialization being engaged in shared by all paid services of set meal；Optimize the second of each paid service using the first consumption is single Customer experience index weights, to determine the first customer experience index weights of each paid service；Based on each paid service First customer experience index weights, generation include the CEI lifes of the optimization of the first customer experience index weights of each paid service Into template.
Further, in another implementation of the embodiment of the present invention, for above-mentioned each paid service, above-mentioned place Unit is managed, is specifically used for：Determine the Value Factors of each paid service, Value Factors are used to represent in no service package, visitor Family pays the expense of corresponding paid service；The Value Factors of each paid service are normalized, it is each to determine Second customer experience index weights of paid service；The second customer experience index weights based on each paid service, generation bag Include the CEI generation templates of the initialization of the second customer experience index weights of each paid service.
Further, in another implementation of the embodiment of the present invention, for above-mentioned each paid service, above-mentioned place Unit is managed, is specifically used for：The packaged service amount of the paid service is obtained from service package；Obtain the rate mark of the paid service It is accurate；Using the product of the expenses standard of the paid service and the packaged service amount of the paid service as the paid service value because Son.
Further, in another implementation of the embodiment of the present invention, above-mentioned processing unit, is specifically used for：For Each paid service, the corresponding consumer record of the consumption Dan Zhongyu of analysis second paid services, to determine the paid service extremely The business usage amount of a few Target cell and the paid service each Target cell at least one Target cell, its In, at least one Target cell is in the terminal of client uses the cell of the paid service, according to the business of the paid service Usage amount it is descending be arranged sequentially before the cell of P, P >=1；Calculate the synthesis Key Quality Indicator of each Target cell KQI；According to the synthesis KQI of each Target cell and the paid service in the business usage amount of each Target cell, calculating should The KQI of paid service.
Further, in another implementation of the embodiment of the present invention, for the above-mentioned paid service, above-mentioned processing Unit, is specifically used for：Calculate the business usage amount of each Target cell synthesis KQI and the paid service in corresponding Target cell The sum of products, with determine the first numerical value；The paid service is calculated in the sum of business usage amount of each Target cell, to determine Second value；The business of the first numerical value and second value is calculated, to determine the KQI of the paid service.
Further, in another implementation of the embodiment of the present invention, for the above-mentioned paid service, above-mentioned processing Unit, is specifically used for：Obtain from the second consumption list and recorded with the Target cell and the corresponding target consumer of the paid service； Determine business usage amount of the paid service in target consumer record；It is right with target consumer record and the paid service to obtain The Key Performance Indicator KPI answered；According to preset algorithm, KPI and the paid service target consumer record in business usage amount, Calculate the synthesis KQI of the Target cell.
The third aspect, there is provided a kind of determining device of customer experience index, the determining device include communication interface, processor And memory；Wherein, communication interface, processor and memory are connected by system bus；Memory refers to for storing computer Order, processor is used for the computer instruction for performing memory storage, so that the determining device of customer experience index is performed as above-mentioned The definite method of the customer experience index of first aspect and its various implementations.
In embodiments of the present invention, the name of the determining device of above-mentioned customer experience index to equipment or function module in itself Restriction is not formed, and in practical implementations, these equipment or function module can occur with other titles.As long as each equipment or work( Can module function it is similar with the embodiment of the present invention, belong to claim of the embodiment of the present invention and its equivalent technologies scope it It is interior.
The specific descriptions of second aspect of the embodiment of the present invention, the third aspect and its various implementations, may be referred to first Detailed description in aspect and its various implementations；Also, second aspect, the third aspect and its various implementations it is beneficial Effect, may be referred to the beneficial effect analysis in first aspect and its various implementations, details are not described herein again.
These aspects or other aspects of the embodiment of the present invention in the following description can more straightforwards.
Brief description of the drawings
In order to illustrate more clearly about the embodiment of the present invention or technical scheme of the prior art, below will be to embodiment or existing There is attached drawing needed in technology description to be briefly described, it should be apparent that, drawings in the following description are only this Some embodiments of inventive embodiments.
Fig. 1 is the structure diagram of communication system provided in an embodiment of the present invention；
Fig. 2 is the flow diagram one of the definite method of customer experience index provided in an embodiment of the present invention；
Fig. 3 is that the CEI of generation initialization provided in an embodiment of the present invention generates the flow diagram of template；
Fig. 4 is the flow diagram of the KQI provided in an embodiment of the present invention for calculating each paid service；
Fig. 5 be it is provided in an embodiment of the present invention be that some paid service determines that the business of Target cell and Target cell makes The flow diagram of dosage；
Fig. 6 is the flow provided in an embodiment of the present invention for being the synthesis KQI that some paid service calculates each Target cell Schematic diagram；
Fig. 7 is the flow diagram two of the definite method of customer experience index provided in an embodiment of the present invention；
Fig. 8 is the structure diagram one of the determining device of customer experience index provided in an embodiment of the present invention；
Fig. 9 is the structure diagram two of the determining device of customer experience index provided in an embodiment of the present invention；
Figure 10 is the structure diagram three of the determining device of customer experience index provided in an embodiment of the present invention.
Embodiment
Below in conjunction with the attached drawing in the embodiment of the present invention, the technical solution in the embodiment of the present invention is retouched in detail State.
In being described below, in order to illustrate rather than in order to limit, it is proposed that such as particular system structure, interface, technology it The detail of class, understands the embodiment of the present invention to cut thoroughly.However, it will be clear to one skilled in the art that there is no this The embodiment of the present invention can also be realized in the other embodiments of a little details.In other situations, omit to well-known The detailed description of device, circuit and method, in case unnecessary details hinders the description of the embodiment of the present invention.
Wherein, term "and/or" in the embodiment of the present invention, is only a kind of incidence relation for describing affiliated partner, represents There may be three kinds of relations, for example, A and/or B, can represent：Individualism A, while there are A and B, individualism B these three Situation.
Term " first " and " second " in description and claims of this specification and above-mentioned attached drawing etc. are to be used for area Not different objects, rather than for limiting particular order.
To facilitate understanding of the present embodiment of the invention, the relevant factor that can be introduced in the embodiment of the present invention is introduced at this first.
Service package refers to the information for all business that client orders.Such as：Service package includes the incoming call freely experienced Reminding business and the speech business of the 300 of 30 yuan minutes.
Paid service refers to that client needs the business paid in service package.Such as：Service package includes free experience Incoming prompt service and the speech business of the 300 of 30 yuan minutes, wherein, speech business be service package in paid service.
Value Factors refer in service package, for a certain paid service, the client's expense that should pay originally.Example Such as：Speech business in 300 minutes is included in service package, then the Value Factors of speech business use for client in the case of no set meal The expense of speech business in 300 minutes.
Customer experience index weights refer to a certain paid service ratio shared in all paid services of service package. Such as：In the relevant paid service of customer experience, speech business accounts for 60%, then the customer experience index weights of speech business are 0.6。
CEI generations template includes all customer experience index weights of client.Optionally, it is to include which, which generates masterplate, The matrix of all customer experience index weights of client.Such as：The relevant paid service of customer experience includes speech business, data Business and mailbox service, the customer experience index weights of three paid services are respectively 0.4,0.5,0.1, then corresponding with the client CEI generation template be [0.4,0.5,0.1].
Packaged service amount refers to the portfolio for a certain paid service that service package includes.CO of the embodiment of the present inventioniTable Show the packaged service amount of i-th of business in service package, wherein, i-th of business is paid service in service package.Such as：Visitor The service package at family includes speech business in 200 minutes, and numbering of the speech business in service package is 2, then CO2=200.
Business usage amount refers to that certain condition (such as certain time period, the certain time period of a certain cell or a certain disappears Take record) in a certain paid service actual use amount.U of the embodiment of the present inventiont,kRepresent k-th of business in service package In the actual use amount of t-th of metering period, wherein, k-th of business is paid service in service package.Such as：Speech business Numbering in service package is 3, and client has used speech business in 300 minutes in the 1st metering period, in the 2nd charging Speech business in 290 minutes has been used in cycle, speech business in 330 minutes has been used in the 3rd metering period, then k=3, U1,3 =300, U2,3=290, U3,3=330.Wherein, metering period refers to clearing consumption single time cycle.Generally, consumption is single Refer to ticket, metering period is the cycle for settling accounts ticket.In practical application, metering period is generally 30 days or 31 days, the charging Cycle can be calendar month, or 30 days between adjacent two months or 31 days.For example, metering period can be 10 months 1 day to October 31, or September 16 days to October 15.
Cell refers to subregion of the operator by service differentiation for regular hexagon one by one, and sets a base station.Per height Region is known as a cell, is basic geographic unit of the operator to network management.
At present, operator is when assessing customer experience, mainly from the visual angle of itself, the fortune based on network element in network Index is sought to assess.This method does not account for the specific business of client, and time and space of the client using the business, The sense of reality that client uses business can not be evaluated exactly, cause the accuracy rate that evaluation and test of the operator to network performance optimizes to drop It is low.
In view of the above-mentioned problems, the embodiment of the present invention provides a kind of definite method of customer experience index, by being ordered to client The service package of purchase, client consumes list the first of the first preset time period and client disappears the second of the second preset time period Fei Dan is analyzed, and generates the CEI generation templates of optimization, and determines the KQI of each paid service, and then, according to optimization CEI generation template and each paid service KQI calculate CEI.Since the service package that client orders can be accurately anti- Paid service workable for mirroring the client, the first consumption is single and the second consumption is single can accurately reflect the client to each The actual use situation of paid service, therefore, the definite method of customer experience index provided in an embodiment of the present invention is from client Angle set out, based on client actually use paid service situation determine CEI, can accurately evaluate client and use certain The sense of reality of a little business.
The executive agent of the definite method of customer experience index provided in an embodiment of the present invention for customer experience index really Determine device.The determining device can be customer experience server, can also can be completed for other provided in an embodiment of the present invention Determine the device of method, the embodiment of the present invention is not especially limited this.
The definite method of customer experience index provided in an embodiment of the present invention is suitable for communication system.Fig. 1 is of the invention real The structure diagram of the communication system of example offer is provided.Referring to Fig. 1, which includes the determining device of customer experience index 10th, EDrop order server 11, operator's Key Performance Indicator (English：Key Performance Indicator, referred to as：KPI) supervise Control server 12 and the single server 13 of consumption.The determining device 10 of customer experience index is supervised with EDrop order server 11, KPI respectively Control server 12 and the single server 13 of consumption pass through network connection.
Wherein, between the service package that EDrop order server 11 is stored with the mark of terminal used in client and client orders Correspondence, operator's KPI monitoring servers 12 are stored with KPI of each paid service at each generation moment, and consumption is single Server 13 is stored with the charging of the mark of terminal used in client, at least one consumption list of client and each consumption list Correspondence between cycle.The determining device 10 of customer experience index with EDrop order server 11, operator KPI monitoring by taking Business device 12 and the single server 13 of consumption communicate, and related data are obtained, to calculate the CEI of a certain client.
It should be noted that in practical application, EDrop order server 11, operator's KPI monitoring servers 12 in Fig. 1 and Can be to be independently arranged between the single server 13 of consumption, or an equipment is integrated between any two server, also Can be that three server sets become an equipment.The determining device 10 of customer experience index can be independently arranged, can also be with Other any servers integrate, and the embodiment of the present invention is not especially limited this.
In order to make it easy to understand, the embodiment of the present invention is with the determining device of customer experience index, EDrop order server, operator KPI monitoring servers and the single server of consumption illustrate exemplified by independently setting.Fig. 2 is provided in an embodiment of the present invention A kind of flow diagram of the definite method of customer experience index, this determines that method can be applied in the communication system shown in Fig. 1 In.
Referring to Fig. 2, the definite method of the customer experience index includes：
S200, the determining device of customer experience index send set meal request message to EDrop order server, with acquisition request visitor The service package that family is ordered.
Wherein, set meal request message carries the mark of terminal used in client.
Exemplary, the mark of terminal can be the telephone number of terminal, or the international mobile subscriber of terminal is known Other code (English：International Mobile Subscriber Identification Number, referred to as：IMSI), originally Inventive embodiments are not construed as limiting.
S201, EDrop order server obtain service package corresponding with the mark of terminal, and are determined to customer experience index Device sends its service package got.
Wherein, between the service package that EDrop order server is stored with the mark of terminal used in client and client orders Correspondence, the correspondence can store in EDrop order server in table form.It is exemplary, include the mark of terminal The form of correspondence between the service package ordered with client is as shown in table 1.
In table 1 service package corresponding with terminal A include 600,000,000 data services, speech business in 300 minutes, 60 short messages, Mailbox service, Ring Back Tone service and value-added service；Service package corresponding with terminal B include 200,000,000 data services, 350 minutes Speech business, 100 short messages, mailbox service, Ring Back Tone service and value-added service；Terminal C is identical with the service package of terminal B.
Table 1
It should be noted that table 1 simply illustrate in table form service package that mark and the client of terminal order it Between storage form of the correspondence in EDrop order server, be not the service package ordered with client the mark of terminal it Between storage form of the correspondence in EDrop order server restriction, certainly, the business set that the mark of terminal is ordered with client Storage form of the correspondence in EDrop order server between meal can also be stored in the form of other, the embodiment of the present invention pair This is not limited.
Optionally, EDrop order server is also stored with the expenses standard of each paid service.Exemplary, in EDrop order server The form of the expenses standard of each paid service of storage is as shown in table 2.
Table 2
Specifically, EDrop order server after set meal request message is received, can be obtained from correspondence as shown in Table 1 Sent to the corresponding service package of mark of the terminal carried with set meal request message, and to the determining device of customer experience index The service package.
Exemplary, if the corresponding pass between the mark of the terminal of EDrop order server storage and the service package that client orders System is as shown in table 1, and the terminal that set meal request message carries is identified as A, then EDrop order server obtains and A pairs of terminal from table 1 The service package answered is：600000000 data services, speech business in 300 minutes, 60 short messages, mailbox service, Ring Back Tone service and increasing Value business, and send the service package to the determining device of customer experience index.
In practical applications, the expenses standard of each paid service of EDrop order server storage is contained in service package In.In this way, EDrop order server can also get each payment in the service package when obtaining the service package of a certain terminal The expenses standard of business.
It should be noted that the service package that EDrop order server is got in the embodiment of the present invention is essentially client's order All business information, the service package that EDrop order server is sent to the determining device of customer experience index also refers to client and orders The information of all business of purchase.
S202, customer experience index definite device analysis service package in each paid service, included with generation every The CEI generation templates of the initialization of second customer experience index weights of a paid service.
Specifically, the determining device of customer experience index is after service package is received, to each industry in service package Business is analyzed one by one.
For each business in service package, the determining device of customer experience index first determines whether the business is to pay Take business.If the business is paid service, the determining device of customer experience index determines the Value Factors of the business；If the industry It is engaged in as coin free service, then the determining device of customer experience index continues to judge next business.
According to above-mentioned Tables 1 and 2, service package includes at least one paid service.Therefore, customer experience index Determining device it needs to be determined that going out the Value Factors of each paid service.
Specifically, for each paid service in service package, the determining device of customer experience index determines this The method of the Value Factors of paid service is：The determining device of customer experience index obtains the paid service from service package Packaged service amount, and obtain the expenses standard of the paid service, then, the determining device is by the packaged service amount of the paid service The expenses standard of the paid service is multiplied by, determines the Value Factors of the paid service.
Optionally, i-th of business in service package is paid service, COiRepresent the set of i-th of business in service package Meal portfolio, POiFor represent service package in i-th of business expenses standard, then in service package i-th of business value because Sub- ekiIt can be expressed as：
eki=COi×POi (1)
Exemplary, with reference to above-mentioned Tables 1 and 2, if the determining device of customer experience index gets the business set of terminal A Meal, then the determining device of customer experience index analyzes each business in the service package of terminal A.Due to terminal A's Each business in service package is paid service, and therefore, the determining device of customer experience index can determine terminal A's The Value Factors of each business in service package.The determining device of customer experience index determines terminal A according to above-mentioned formula (1) Each business Value Factors.Specifically, the Value Factors of data service are 174 (600 × 0.29), the value of speech business The factor is 75 (300 × 0.25), and the Value Factors of short message service are 9 (60 × 0.15), the Value Factors of mailbox service for 5 (5 × 1), the Value Factors of Ring Back Tone service are 2 (2 × 1), and the Value Factors of value-added service are 5 (5 × 1).
Optionally, the Value Factors composition Value Factors matrix that the determining device of customer experience index is determined, its In, each numerical value in Value Factors matrix uniquely corresponds to a kind of paid service, and the numerical value represents its corresponding paid service Value Factors.
Further, the determining device of customer experience index determine the value of each paid service of service package because After son, the Value Factors of each paid service are normalized, to determine the second customer experience of each paid service Index weights, so as to generate the CEI generations of the initialization of the second customer experience index weights including at least one paid service Template.
Wherein, the second customer experience index weights are used to represent all payment industry of the corresponding paid service in service package The ratio of shared initialization in business.
Optionally, the CEI generations template representation of the initialization of the determining device generation of customer experience index is：
Exemplary, with reference to a upper example, the determining device of customer experience index is determining each business of terminal A After Value Factors, using the second customer experience index weights of each business of formula (2) computing terminal A, to generate initialization CEI generations template EK, EK for [0.644444444,0.277777778,0.0333333333,0.18518519, 0.007407407,0.18518519].The specific calculating process of the EK is：
In order to make it easy to understand, the embodiment of the present invention shows the CEI of the initialization generated in this example in table form Generate template.Specifically, the CEI generations template of the initialization generated in this example is as shown in table 3.
Table 3
S203, the determining device of customer experience index send the single request message of consumption to the single server of consumption, are obtained with request Take client single in the first consumption of the first preset time period.
Wherein, consume single request message and carry the mark of terminal used in client and for representing the first preset time The first information of section.The mark for the terminal that the single request message of consumption carries may be referred to the mark of the terminal of set meal request message carrying Know, be no longer described in detail herein.
In practical applications, operator is the consumption list that client is settled accounts according to metering period, and the metering period is to work as Period before the preceding date.Therefore, the period before the first preset time period in the embodiment of the present invention is current date, And first preset time period be used to represent N number of metering period, the first preset time period in N >=1, the i.e. embodiment of the present invention is certain One metering period set.
The first information carried in the single request message of consumption can be the volume for the metering period that the first preset time period represents Number, or the temporal information for the metering period that the first preset time period represents, the embodiment of the present invention do not limit this specifically It is fixed.
Exemplary, if current date is October 9, metering period refers to calendar month, and the value in month represents metering period Numbering, the first preset time period is first 3 months of the current moon, then the determining device acquisition request terminal A of customer experience index In the consumption list of July, August and September.If the first information is the label of metering period, the consumption list which sends please Seek the numbering 9 of the mark of message carried terminal A, the numbering in July 7, the numbering of August 8 and September.
Wherein, if the entry-into-force time N number of metering period of deficiency for the service package that client orders, customer experience index determine The device acquisition request client that remains unchanged is single in the first consumption of N number of metering period.Exemplary, current date is October 9, charging Cycle refers to calendar month, and the service package that client orders comes into force from August.If the first preset time period is before the current moon 3 months, then the determining device of customer experience index can acquisition request terminal A August, September and September consumption list.If first is pre- If the period is first 4 months of the current moon, then the determining device of customer experience index can acquisition request terminal A in August, September, 9 The consumption list of the moon and September.
The first consumption list in the embodiment of the present invention includes client and is used in the first preset time period in service package The consumer record of each paid service.It is understood that client's order business set meal, illustrates the paid service in service package For client's business interested.The paid service of client's actual use belongs to paid service in service package, disappears due to first Fei Dan is corresponding with the first preset time period, and therefore, the first consumption is single to use business set including client in the first preset time period The consumer record of each paid service in meal.
S204, the single server of consumption obtain the first consumption list corresponding with the mark and the first information of terminal, and to visitor It is single that the determining device of family experience index sends the first consumption.
Wherein, consume single server storage have the mark of terminal used in client, client at least one consumption list with And the correspondence between the metering period of each consumption list.The correspondence can be in table form in the single server of consumption Middle storage.Exemplary, the form of the correspondence is as shown in table 4.
In table 4, terminal A was 1 day 10 January：00 using speech business 10 minutes, 1 day 12 January：00 uses data service 22000000, terminal A are in January altogether using speech business 240 minutes, data service 680,000,000.Terminal A is no longer described one by one herein to exist The consumption list in other months.
Table 4
It should be noted that table 4 simply illustrates the mark of terminal, client used in client at least in table form Storage form of the correspondence in consumption list server between the metering period of one consumption list and each consumption list, and It is not the restriction of the storage form to the correspondence in the single server of consumption, certainly, the mark of terminal used in client, Correspondence between the metering period of at least one consumption list of client and each consumption list is in the single server of consumption Storage form can also be stored in the form of other, and it is not limited in the embodiment of the present invention.
From table 4, it can be seen that terminal A exists in consumption single the consumption details and terminal A including terminal A of each metering period For the business usage amount of each paid service in the metering period.
Optionally, the cell that client is belonged to using related service can also be included in each consumption list of client.
It is easily understood that for each client, consuming single server storage has the client in each metering period Consumption list.Therefore, consume single server and receive the mark of carried terminal and for representing the first preset time period After the consumption list request message of the first information, obtained from the correspondence of its storage equal with the mark and the first information of terminal Corresponding first consumption is single.Since the first preset time period in the embodiment of the present invention is used to represent N number of metering period, The quantity for the first consumption list that the single server of consumption is got is N.
S205, the determining device of customer experience index utilize the single second client's body for optimizing each paid service of the first consumption Index weights are tested, to determine the first customer experience index weights of each paid service, generate the CEI generation templates of optimization.
Specifically, the determining device of customer experience index is according to every in default optimisation strategy and the first consumption single pair S202 Second customer experience index weights of a paid service optimize one by one, determine the first customer experience of each paid service Index weights.First customer experience index weights are used to represent corresponding paid service in all paid services of service package Ratio after shared optimization.
Wherein, default optimisation strategy can be that linear amendment, average amendment, the amendment of arithmetic mean number and index are repaiied Any one of center, the embodiment of the present invention is not especially limited this.The embodiment of the present invention is flat using default optimisation strategy Illustrated exemplified by mean amendment.
It was found from description above, U is used in the embodiment of the present inventiont,iRepresent i-th of business in service package at t-th The actual use amount of metering period, and i-th of business is paid service in service package, then for i-th in service package For business, which can be expressed as in the average usage amount of the first preset time period
In addition, the explanation in face of formula (1) is understood in the past, COiRepresent the packaged service of i-th of business in service package Amount, the determining device of customer experience index utilize average use of i-th of the business in service package in the first preset time period Measure and the second customer experience index weights of the business are optimized, generate first client's body of i-th of business in service package Test index weights ek 'i：
Specifically, the determining device of customer experience index determines the first client of each paid service using formula (3) Index weights are experienced, the CEI that the optimization of the first customer experience index weights of each paid service is included with generation generates template.
With reference to above-mentioned formula (2) and formula (3), the determining device of customer experience index generates in the embodiment of the present invention The CEI of optimization generates template representation：
EK '=[ek '1ek′2,……,ek′n] (4)
Exemplary, if current date is October, the first preset time period is July, August and September, and terminal A is pre- first If as shown in table 5 using the average usage amount of each business in the period, then the determining device of customer experience index is according to 3 He of table Table 5, the first customer experience index weights of each business of terminal A are determined using formula (3), are given birth to the CEI of generation optimization Into template EK ', EK ' for [0.601481481,0.203703704,0.038888889,0.18518519,0.007407407, 0.18518519]。
In order to make it easy to understand, the embodiment of the present invention shows the CEI lifes of the optimization generated in this example in table form Into template.Specifically, the CEI generations template of the optimization generated in this example is as shown in table 6.
Table 5
Table 6
S206, the definite device analysis second of customer experience index consume list, to determine the crucial matter of each paid service Figureofmerit (English：Key Quality Indicator, referred to as：KQI).
Wherein, the second consumption is single includes client in the second preset time period using each paid service in service package Consumer record.The second preset time period in the embodiment of the present invention represents the time before current date.
It should be noted that the second preset time period in the embodiment of the present invention can be its in the first preset time period In a metering period, such as current moon be October, and the first preset time period is July, August and September, and the second preset time period is 9 Month；Can also be other any metering periods in addition to the first preset time period, such as current moon is October, the first preset time Section is June, July and August, and the second preset time period is September, and the embodiment of the present invention is not especially limited this.The present invention is implemented Example is illustrated so that the second preset time period is one of metering period in the first preset time period as an example.
Since the second preset time period is one of metering period in the first preset time period, customer experience The determining device of index receives the first consumption Dan Zhongke from S204 and gets the second consumption list.Specifically, customer experience index Definite device analysis second consume every consumer record in list, to determine the KQI of each paid service.Wherein, consumption is single In consumer record refer to consume list in a certain business usage record, in table 4, " terminal A was 1 day 10 January：00 uses language A consumer record of the sound business 10 minutes " for terminal A in the consumption list in January.
For each paid service, the determining device of customer experience index determines that the process of the KQI of the paid service is：Visitor The definite device analysis second of family experience index consumes every consumer record in list, to determine at least one of the paid service The business usage amount of Target cell and the paid service each Target cell in its at least one Target cell；Then, should Determining device determines synthesis KQI of the paid service in each of which Target cell, finally calculates the KQI of the paid service.
Wherein, the determining device of customer experience index determines at least one Target cell and payment of the paid service Business is in the method for the business usage amount of each of which Target cell：It is single that the determining device of customer experience index obtains the second consumption In cell information and business usage amount in every consumer record corresponding with the paid service；The determining device is obtained according to it The cell information and business usage amount got, statistics terminal use the business usage amount of the paid service in each cell； Each cell is arranged in order by the determining device according to the descending order of the business usage amount of the paid service, and the row of selection Target cell of the cell of P as the paid service before being listed in, P >=1, so can determine that at least the one of the paid service The business usage amount of a Target cell and the paid service in each of which Target cell.
Optionally, the determining device of customer experience index can also choose business usage amount more than or equal to predetermined threshold value Target cell of the cell as the paid service.
L of the embodiment of the present inventioniRepresent i-th of cell, and i-th of cell is Target cell, uses BiRepresent in service package I-th of business, and i-th of business in service package is paid service, and terminal is small at i-th in the second preset time period Area using i-th of business business usage amount MiRepresent.
Optionally, the determining device of customer experience index can use (Li, Bi, Mi) mode represent a certain paid service The business usage amount of Target cell and the paid service in the Target cell.
Understand from the description above, the determining device of customer experience index is determining at least one target of the paid service After the business usage amount of each of which Target cell, each target for calculating the paid service is small for cell and the paid service The synthesis KQI in area.
Specifically, for each Target cell of at least one Target cell of the above-mentioned paid service, Ke Huti Test the determining device of index and obtained first from the second consumption list and disappeared with the Target cell and the corresponding target of the paid service Take record, wherein, the quantity of target consumer record is X, X >=1；Then, which analyzes every target consumer note one by one Record, and determine the KQI of every target consumer recordi；Finally, the determining device is according to the KQI of every target consumer recordiDetermine The synthesis KQI of the Target cell.KQI of the embodiment of the present inventionGRepresent the synthesis KQI of a certain Target cell.
According to above-mentioned table 4 and foregoing description, consume the consumer record in list and refer to consume a certain business in list Usage record, every consumer record may include that the type of business, the terminal of client use the geographical location of the business, the end of client End this time this time uses the time of the business using the business usage amount of the business and the terminal of client.For example, consumer record Content be " 1 day 10 January of terminal A：00 uses speech business 10 minutes in A ", the type of service in the consumer record is language Sound business, the business usage amount of speech business is 10 minutes to terminal A, and terminal A makes using the geographical location of speech business for A It it is on January 1 10 with the time of speech business：00.It is easily understood that the consumer record refer in practical applications terminal A this It is secondary to use speech business 10 minutes.
In the embodiment of the present invention target consumer record refer to the above-mentioned Target cells of the second consumption Dan Zhongyu and it is above-mentioned should The corresponding consumer record of paid service.
For being recorded with the Target cell and the corresponding a certain target consumer of the paid service, customer experience index Determining device obtain first the paid service the target consumer record in business usage amount Ci；Secondly, the determining device By communicating with operator KPI monitoring servers, get and target consumer record and the corresponding key of the paid service Performance indicator KPIi；Then, which uses preset algorithm by KPIiBe converted to KQIi, wherein, preset algorithm can be existing Any one KPI having is converted to the algorithm of KQI, and the embodiment of the present invention is not especially limited this.Client's body not shown in Fig. 2 Test the determining device of index and the communication process of operator's KPI monitoring servers.
The determining device of customer experience index in the embodiment of the present invention can determine each target using following formula (5) The KQI of cellG。
Specifically, the determining device of customer experience index calculates each mesh of the paid service using above-mentioned formula (5) Mark the KQI of cellG, then, which calculates the KQI of each Target cell of the paid serviceGAnd the paid service exists The business usage amount M of corresponding Target celliThe sum of products, with determine the first numerical value ∑ KQIG×Mi, and calculate the payment industry It is engaged in the sum of business usage amount of each Target cell, to determine second value ∑ Mi, finally, calculate the first numerical value divided by second The business of numerical value, to determine the KQI of the paid service.That is, the determining device of customer experience index uses following formula (6) Calculate the KQI of each paid service, S_KQI of the embodiment of the present inventioniRepresent the KQI of i-th of business.
It is understood that if the second preset time period in the embodiment of the present invention is in addition to the first preset time period Other any metering periods, then the determining device of the customer experience index also need to obtain the second consumption single.Customer experience index The method that determining device obtains the second charging list may be referred to the determining device and obtain the single method of the first consumption, herein no longer into Row is described in detail.
S207, the determining device of customer experience index generate template and each paid service according to the CEI of optimization KQI, calculates the CEI of the client.
Specifically, the CEI generation templates for the optimization that the determining device of customer experience index is represented according to above-mentioned formula (4) The KQI for each paid service that EK ' and above-mentioned formula (6) represent, the CEI of the client is calculated using following formula (7).
CEI=EK ' × S_KQIi/∑ek′i (7)
Understand from the description above, the process of the CEI generation templates of the determining device generation initialization of customer experience index is： For each business in service package, the determining device of customer experience index is whether the business definite first is to pay Take business, and then determine a certain business after paid service, to determine the Value Factors of the paid service, determining business set In meal after the Value Factors of each paid service, each Value Factors are normalized, generate the CEI generations of initialization Template.
Specifically, with reference to the description of above-mentioned S202, as shown in figure 3, above-mentioned S202 can be expressed as S202a-S202e.
S202a, the determining device of customer experience index read the business do not analyzed in service package.
S202b, the determining device of customer experience index judge whether the business is paid service.
If the business is paid service, S202c is performed；If the business is coin free service, S202e is performed.
If S202c, the business are paid service, the determining device of customer experience index determines the value of the paid service The factor.
S202d, the determining device of customer experience index judge whether also have the business do not analyzed in service package.
If also there is the business do not analyzed in service package, execution repeats S202a-S202d；If in service package Business be analyzed, then perform S202e.
The Value Factors of each paid service are normalized in S202e, the determining device of customer experience index, raw CEI into initialization generates template.
The specific descriptions of S202a-S202e may be referred to above-mentioned S202, not be described in detail herein.
Understand from the description above, the process of the KQI of definite each paid service of customer experience index is：Customer experience refers to Every consumer record in target analysis the second consumption list, with least one Target cell of definite each paid service and often Business usage amount of a paid service in each of which Target cell；Then, it is determined that each paid service is in each of which Target cell Synthesis KQI, finally calculate the KQI of each paid service.
Specifically, with reference to the description of above-mentioned S206, for any one paid service, as shown in figure 4, above-mentioned S206 It can be expressed as S206a-S206c.
S206a, the definite device analysis second of customer experience index consume every consumer record in list, each to determine The business usage amount of at least one Target cell of paid service and the paid service in each of which Target cell.
S206b, determine the paid service in each of which mesh for each paid service, the determining device of customer experience index Mark the synthesis KQI of cell.
S206c, for each paid service, the determining device of customer experience index is according to the paid service in each of which mesh Mark cell business usage amount and the paid service in the synthesis KQI of each of which Target cell, calculate the paid service KQI。
Wherein, as shown in figure 5, S206a can specifically be expressed as S206a1-S206a4.As shown in fig. 6, S206b specifically may be used To be expressed as S206b1-S206b6.The specific descriptions of S206a-S206c may be referred to above-mentioned S206, not carry out in detail herein Repeat.
Further, the determining device of customer experience index also needs to judge after the service package of client's order is got Whether the service package currently got and the service package got during last calculating CEI are identical.If identical, Perform the process of the CEI templates of optimization initialization；If differing, the CEI templates of initialization are regenerated.
Specifically, with reference to above-mentioned Fig. 2, as shown in fig. 7, the definite method of customer experience index provided in an embodiment of the present invention After S201, before S202, further include：
The service package that S700, the determining device of customer experience index judge currently to get calculates CEI's with last During the service package that gets it is whether identical.
Specifically, the determining device of customer experience index can be according to the starting entry-into-force time of the service package currently got Know whether the service package currently got and the service package that last time gets are identical.If the service package currently got Starting time of the entry-into-force time earlier than last computation CEI, it is determined that what the service package that currently gets was got with last time Service package is identical；It is on the contrary then different.
If identical, S203 is performed；If differing, S202 is performed.
The embodiment of the present invention provides a kind of definite method of customer experience index, by the service package ordered client, Client consumes list and client the first of the first preset time period and is singly analyzed in the second consumption of the second preset time period, The CEI generation templates of generation optimization, and determine the KQI of each paid service, and then, according to the CEI of optimization generate template with And the KQI of each paid service calculates CEI.Since the service package that client orders can accurately reflect that the client can be used Paid service, the first consumption is single can accurately to be reflected that the client actually use in the first preset time period and each pays The situation of business, the single reality that can accurately also reflect the client each paid service in the second preset time period of the second consumption Border service condition, therefore, the definite method of customer experience index provided in an embodiment of the present invention are paid according to client's actual use The situation of expense business generates the CEI generation templates of optimization, and determines the KQI of each paid service.The embodiment of the present invention carries The situation that the definite method supplied actually uses paid service based on client determines CEI, can accurately evaluate client's use The sense of reality of some business.
The embodiment of the present invention provides a kind of determining device of customer experience index, and the determining device of the customer experience index is used Step performed by the determining device of customer experience index in the definite method for performing above customer experience index.The present invention The determining device for the customer experience index that embodiment provides can include the module corresponding to corresponding steps.
The embodiment of the present invention can carry out function module according to above method example to the determining device of customer experience index Division, for example, can correspond to each function divides each function module, two or more functions can also be integrated In a processing module.Above-mentioned integrated module can both be realized in the form of hardware, can also use software function mould The form of block is realized.Division in the embodiment of the present invention to module is schematical, is only a kind of division of logic function, actual There can be other dividing mode when realizing.
In the case where dividing each function module using corresponding each function, Fig. 8 shows involved in above-described embodiment And customer experience index determining device a kind of possible structure diagram.As shown in figure 8, customer experience index determines Device includes acquiring unit 80 and processing unit 81.Processing unit 81 is used to support the determining device of the customer experience index to perform S202, S205, S206 and S207 in Fig. 2.Acquiring unit 80 is used to support the determining device of the customer experience index to obtain The service package of client's order, client consume list and client in the second preset time period the first of the first preset time period Second consumption is single.Wherein, all related contents for each step that above method embodiment is related to can quote corresponding function The function description of module, details are not described herein.Wherein, the determining device of the customer experience index can also include storage unit 82, which is used for storage service set meal, the first consumption is single and the second consumption is single, can be also used for storage software journey Sequence and application module.
In the case of using integrated unit, Fig. 9 shows customer experience index involved in above-described embodiment A kind of possible structure diagram of determining device.As shown in figure 9, the determining device of the customer experience index includes：Handle mould Block 90 and communication module 91.The action that processing module 90 is used for the determining device of the customer experience index is controlled management, For example, processing module 90 be used to supporting the determining device of the customer experience index perform S202, S205, S206 in Fig. 2 and S207, and/or other processes for techniques described herein.Communication module 91 is used to support the customer experience index really Determine device to communicate with EDrop order server, the single server of consumption or operator's KPI monitoring servers respectively, for example, communication module 91 are used to support the determining device of the customer experience index to perform the S200 and S203 in Fig. 2.The customer experience index determines Device can also include memory module 92, and for storage service set meal, the first consumption is single and the second consumption is single, can be also used for Store the program code and data of the determining device of the customer experience index.
Wherein, processing module 90 can be processor or controller, such as can be central processing unit (English：Central Processing Unit, referred to as：CPU), digital signal processor (English：Digital Signal Processor, referred to as： DSP).It can be realized or performed with reference to the described various exemplary logic blocks of disclosure of the embodiment of the present invention, mould Block and circuit.Communication module 91 can be transceiver, transmission circuit or communication interface etc..Memory module 92 can be memory.
When processing module 90 is processor, communication module 91 is communication interface, when memory module 92 is memory, the present invention The determining device of customer experience index involved by embodiment can be the determining device of the customer experience index shown in Figure 10.
As shown in Figure 10, the determining device of the customer experience index includes：Communication interface 100, processor 101 and memory 102.Wherein, connected, and completed mutual by system bus 103 between communication interface 100, processor 101 and memory 102 Communication.
When the determining device operation of customer experience index, the determining device of the customer experience index performs as shown in Figure 2 Embodiment customer experience index definite method.The definite method of specific customer experience index can be found in above-mentioned such as Fig. 2 Associated description in shown embodiment, details are not described herein again.
Wherein, communication interface 100 is used for other equipment or communication, such as Ethernet, WLAN etc..
Wherein, memory 102 is used for storage service set meal, the first consumption is single and the second consumption is single, can be also used for depositing Software program and application module are stored up, processor 101 is stored in the software program of memory 102 and using mould by operation Block, so as to perform various function application and the data processing of the determining device of customer experience index.
Memory 102 can mainly include storing program area 1020 and storage data field 1021, wherein, storing program area 1020 Can storage program area, the application program needed at least one function, such as function of analysis service package etc.；Storage data field Service package, the first consumption list and the second consumption that 1021 determining devices that can store the customer experience index receive are single.
Wherein, memory 102 can be read-only storage (English：Read-only Memory, referred to as：ROM), or can deposit Store up static information and the other kinds of static storage device of instruction, random access memory (English：Random Access Memory, referred to as：RAM) or can store information and instruction other kinds of dynamic memory or electrically erasable can Program read-only memory (English：Electrically Erasable Programmable Read-Only Memory, referred to as： EEPROM), magnetic disk storage medium or other magnetic storage apparatus or can be used in carrying or store with instruction or data knot Any other medium that the desired program code of configuration formula can simultaneously be accessed by the determining device of customer experience index, but it is unlimited In this.
Memory 102 can be individually present, and be connected by system bus 103 with processor 101.Memory 102 It can be integrated with processor 101.
Processor 101 is the control centre of the determining device of customer experience index.Processor 101 utilizes various interfaces and line Road connects the various pieces of the determining device of whole customer experience index, is stored in by running or performing in memory 102 Software program and/or application module, and the data being stored in memory 102 are called, perform determining for customer experience index The various functions and processing data of device, so as to carry out integral monitoring to the determining device of customer experience index.
In the concrete realization, one or more CPU can be included as a kind of embodiment, processor 101, such as in Figure 10 Processor 101 include CPU 0 and CPU 1.
System bus 103 can be divided into address bus, data/address bus, controlling bus etc..In order to clear in the embodiment of the present invention Chu illustrates, various buses are all illustrated as system bus 103 in Fig. 10.
An embodiment of the present invention provides a kind of determining device of customer experience index, the determining device is by ordering client Service package, client consume the second consumption of list and client in the second preset time period the first of the first preset time period Singly analyzed, generate the CEI generation templates of optimization, and determine the KQI of each paid service, and then, according to the CEI of optimization The KQI for generating template and each paid service calculates CEI.Since the service package that client orders can accurately reflect this Paid service workable for client, the first consumption is single can accurately to reflect that the client actually makes in the first preset time period With the situation of each paid service, the second consumption is single can accurately also to reflect that the client each pays in the second preset time period Take the actual use situation of business, therefore, the definite method of customer experience index provided in an embodiment of the present invention is according to client The situation of actual use paid service generates the CEI generation templates of optimization, and determines the KQI of each paid service.This hair The situation that the definite method that bright embodiment provides actually uses paid service based on client determines CEI, can accurately evaluate Go out the sense of reality that client uses some business.
Through the above description of the embodiments, it is apparent to those skilled in the art that, for description It is convenienct and succinct, can as needed will be upper only with the division progress of above-mentioned each function module for example, in practical application State function distribution to be completed by different function modules, i.e., the internal structure of device is divided into different function modules, to complete All or part of function described above.The specific work process of the system, apparatus, and unit of foregoing description, before may be referred to The corresponding process in embodiment of the method is stated, details are not described herein.
In several embodiments provided by the present invention, it should be understood that disclosed system, apparatus and method can be with Realize by another way.
For example, device embodiment described above is only schematical, for example, the division of module or unit, only For a kind of division of logic function, there can be other dividing mode when actually realizing, such as multiple units or component can combine Or it is desirably integrated into another system.
If the integrated unit is realized in the form of SFU software functional unit and is used as independent production marketing or use When, it can be stored in a computer read/write memory medium.
Based on such understanding, all or part of the technical solution of the embodiment of the present invention can be in the form of software product Embody.The computer software product is stored in a storage medium, including some instructions are used so that a computer Equipment (can be personal computer, server, or network equipment etc.) or processor are performed described in each embodiment of the present invention The all or part of step of method.Storage medium is, for example,：General serial bus USB (English：Universal Serial Bus flash disk, referred to as：USB flash disk), mobile hard disk, ROM, RAM, magnetic disc or CD etc. are various can be with store program codes Medium.
Obviously, those skilled in the art can carry out the embodiment of the present invention various modification and variations without departing from this hair Bright scope.In this way, if these modifications and variations of the embodiment of the present invention belong within the scope of the claims in the present invention, then The embodiment of the present invention is also intended to comprising including these modification and variations.

Claims (15)

  1. A kind of 1. definite method of customer experience index, it is characterised in that including：
    It is single to obtain the first consumption of service package that client orders and the client, and analyzes the service package and described First consumption list, generates template, the CEI generation templates of the optimization are including described with the customer experience index CEI of generation optimization First customer experience index weights of each paid service in service package, the first customer experience index weights are used for table Show the ratio after corresponding paid service optimization shared in all paid services of the service package, first consumption It is single to include the client in the first preset time period using the consumer record of each paid service；
    It is single to obtain the second consumption of the client, and analyzes the second consumption list, to determine the pass of each paid service Key quality index KQI, second consumption is single to include the client in the second preset time period using each payment industry The consumer record of business；
    The KQI of template and each paid service is generated according to the CEI of the optimization, calculates CEI.
  2. 2. definite method according to claim 1, it is characterised in that described to analyze the service package and described first Consumption is single, and template is generated with the CEI of generation optimization, including：
    Each paid service in the service package is analyzed, template is generated with the CEI of generation initialization, the initialization CEI generation templates include the second customer experience index weights of each paid service, the second customer experience index power It is reused in the ratio for representing corresponding paid service initialization shared in all paid services of the service package；
    It is described every to determine using the second customer experience index weights of the single optimization of the described first consumption each paid service First customer experience index weights of a paid service；
    Based on the first customer experience index weights of each paid service, generation includes the first of each paid service The CEI generation templates of the optimization of customer experience index weights.
  3. 3. definite method according to claim 2, it is characterised in that each payment in the analysis service package Business, template is generated with the CEI of generation initialization, including：
    Determine the Value Factors of each paid service, the Value Factors are used to represent in no service package, the visitor Family pays the expense of corresponding paid service；
    The Value Factors of each paid service are normalized, to determine the second visitor of each paid service Experience index weights in family；
    Based on the second customer experience index weights of each paid service, generation includes the second of each paid service The CEI generation templates of the initialization of customer experience index weights.
  4. 4. definite method according to claim 3, it is characterised in that the value for determining each paid service because Son, including：
    For each paid service,
    The packaged service amount of the paid service is obtained from the service package；
    Obtain the expenses standard of the paid service；
    Value using the product of the expenses standard of the paid service and the packaged service amount of the paid service as the paid service The factor.
  5. 5. the definite method according to any one in claim 1-3, it is characterised in that analysis second consumption It is single, to determine the KQI of each paid service, including：
    For each paid service,
    The corresponding consumer record of described second consumption Dan Zhongyu paid services is analyzed, to determine at least one of the paid service The business usage amount of Target cell and the paid service each Target cell at least one Target cell, wherein, At least one Target cell is in the terminal of the client uses the cell of the paid service, according to the paid service Business usage amount it is descending be arranged sequentially before the cell of P, P >=1；
    Calculate the synthesis Key Quality Indicator KQI of each Target cell；
    Used according to the synthesis KQI of each Target cell and the paid service in the business of each Target cell Amount, calculates the KQI of the paid service.
  6. 6. the definite method according to the claim 5, it is characterised in that described according to the comprehensive of each Target cell The business usage amount of KQI and the paid service each Target cell at least one Target cell is closed, calculates this pair Take the KQI of business, including：
    Calculate products of each Target cell synthesis KQI with business usage amount of the paid service in corresponding Target cell The sum of, to determine the first numerical value；
    The paid service is calculated in the sum of business usage amount of each Target cell, to determine second value；
    The business of first numerical value and the second value is calculated, to determine the KQI of the paid service.
  7. 7. the definite method according to the claim 5 or 6, it is characterised in that described to calculate each Target cell Synthesis KQI, including：
    For each Target cell,
    Obtain from the described second consumption list and recorded with the Target cell and the corresponding target consumer of the paid service；
    Determine business usage amount of the paid service in target consumer record；
    Obtain and target consumer record and the corresponding Key Performance Indicator KPI of the paid service；
    According to the business usage amount of preset algorithm, the KPI and the paid service in target consumer record, the mesh is calculated Mark the synthesis KQI of cell.
  8. A kind of 8. determining device of customer experience index, it is characterised in that including：
    Acquiring unit, for obtaining the service package of client's order and the first consumption list of the client, first consumption Single consumer record for including each paid service that the client is used in the first preset time period in the service package, with And the second consumption for obtaining the client is single, second consumption is single to be made including the client in the second preset time period With the consumer record of each paid service；
    Processing unit, for analyzing the service package and the first consumption list that the acquiring unit is got, with life Customer experience index CEI into optimization generates template, and the CEI generation templates of the optimization include the of each paid service One customer experience index weights, the first customer experience index weights are used to represent corresponding paid service in the business set Ratio in all paid services of meal after shared optimization, and described second got for analyzing the acquiring unit Consumption is single, to determine the Key Quality Indicator KQI of each paid service, and for being generated according to the CEI of the optimization Template and the KQI of each paid service, calculate CEI.
  9. 9. determining device according to claim 8, it is characterised in that the processing unit, is specifically used for：
    Each paid service in the service package is analyzed, template is generated with the CEI of generation initialization, the initialization CEI generation templates include the second customer experience index weights of each paid service, the second customer experience index power It is reused in the ratio for representing corresponding paid service initialization shared in all paid services of the service package；
    It is described every to determine using the second customer experience index weights of the single optimization of the described first consumption each paid service First customer experience index weights of a paid service；
    Based on the first customer experience index weights of each paid service, generation includes the first of each paid service The CEI generation templates of the optimization of customer experience index weights.
  10. 10. determining device according to claim 9, it is characterised in that the processing unit, is specifically used for：
    Determine the Value Factors of each paid service, the Value Factors are used to represent in no service package, the visitor Family pays the expense of corresponding paid service；
    The Value Factors of each paid service are normalized, to determine the second visitor of each paid service Experience index weights in family；
    Based on the second customer experience index weights of each paid service, generation includes the second of each paid service The CEI generation templates of the initialization of customer experience index weights.
  11. 11. determining device according to claim 10, it is characterised in that for each paid service, the processing Unit, is specifically used for：
    The packaged service amount of the paid service is obtained from the service package；
    Obtain the expenses standard of the paid service；
    Value using the product of the expenses standard of the paid service and the packaged service amount of the paid service as the paid service The factor.
  12. 12. according to the determining device described in any one in claim 8-10, it is characterised in that the processing unit, specifically For：
    For each paid service,
    The corresponding consumer record of described second consumption Dan Zhongyu paid services is analyzed, to determine at least one of the paid service The business usage amount of Target cell and the paid service each Target cell at least one Target cell, wherein, At least one Target cell is in the terminal of the client uses the cell of the paid service, according to the paid service Business usage amount it is descending be arranged sequentially before the cell of P, P >=1；
    Calculate the synthesis Key Quality Indicator KQI of each Target cell；
    Used according to the synthesis KQI of each Target cell and the paid service in the business of each Target cell Amount, calculates the KQI of the paid service.
  13. 13. determining device according to claim 12, it is characterised in that for the paid service, the processing unit, tool Body is used for：
    Calculate products of each Target cell synthesis KQI with business usage amount of the paid service in corresponding Target cell The sum of, to determine the first numerical value；
    The paid service is calculated in the sum of business usage amount of each Target cell, to determine second value；
    The business of first numerical value and the second value is calculated, to determine the KQI of the paid service.
  14. 14. the determining device according to claim 12 or 13, it is characterised in that for the paid service, the processing is single Member, is specifically used for：
    Obtain from the described second consumption list and recorded with the Target cell and the corresponding target consumer of the paid service；
    Determine business usage amount of the paid service in target consumer record；
    Obtain and target consumer record and the corresponding Key Performance Indicator KPI of the paid service；
    According to the business usage amount of preset algorithm, the KPI and the paid service in target consumer record, the mesh is calculated Mark the synthesis KQI of cell.
  15. 15. a kind of determining device of customer experience index, it is characterised in that including communication interface, processor and memory；Its In, communication interface, processor and memory are connected by system bus；Memory is used to store computer instruction, and processor is used In the computer instruction for performing memory storage, so that the determining device of customer experience index performs such as the claims 1-7 The definite method of customer experience index described in middle any one.
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