CN107979478B

CN107979478B - Method and device for determining customer experience index

Info

Publication number: CN107979478B
Application number: CN201610921532.8A
Authority: CN
Inventors: 陆小虎; 孙瑞囡
Original assignee: Huawei Technologies Co Ltd
Current assignee: Huawei Technologies Co Ltd
Priority date: 2016-10-21
Filing date: 2016-10-21
Publication date: 2020-03-31
Anticipated expiration: 2036-10-21
Also published as: CN107979478A

Abstract

A method and a device for determining a customer experience index relate to the technical field of communication and can accurately reflect the real feeling of a customer after using certain services. The determination method comprises the following steps: acquiring a service package ordered by a customer and a first consumption order of the customer, and analyzing the service package and the first consumption order to generate an optimized customer experience index CEI generation template, wherein the optimized CEI generation template comprises a first customer experience index weight of each payment service in the service package, and the first customer experience index weight is used for expressing the optimized proportion of the corresponding payment service in all payment services of the service package; acquiring a second consumption list of the client, and analyzing the second consumption list to determine a key quality index KQI of each paid service; and calculating the CEI according to the optimized CEI generation template and the KQI of each paid service.

Description

Method and device for determining customer experience index

Technical Field

The embodiment of the invention relates to the technical field of communication, in particular to a method and a device for determining a customer experience index.

Background

In the telecommunications industry, customer experience refers to the experience that a customer experiences after using a certain service provided by an operator. The high-quality customer experience is beneficial to improving the customer stickiness, improving the influence of the operator brand and finally increasing the income of the operator.

The Customer Experience Index (CEI for short) can directly reflect the general condition of Customer Experience, is an important Index for evaluating the service provided by an operator by a Customer, and has important reference value in the aspects of optimizing operation, making a market strategy, saving customers and the like.

Currently, an operator mainly evaluates customer experience based on an operation index of a network element in a network, and improves the customer experience by improving the operation index of the network element. However, the current operators provide diversified services for customers, the customers can select different services according to their own preferences and requirements, and the operation indexes of the different services are different. If the customer experience is still evaluated based on the operation index of the network element, the real experience of the customer after using some services cannot be accurately reflected, so that the accuracy of evaluating and optimizing the network performance by an operator is reduced.

Disclosure of Invention

The invention provides a method and a device for determining a customer experience index, which effectively solve the problem that a method for evaluating customer experience based on an operation index of a network element cannot accurately reflect the real feeling of a customer after using some services.

In a first aspect, a method for determining a customer experience index is provided, where a service package ordered by a customer and a first consumption order of the customer in a first preset time period are obtained and analyzed, an optimized CEI generation template including a first customer experience index weight of each payment service in the service package is generated, the first customer experience index weight is used to represent an optimized proportion of the corresponding payment service in all payment services of the service package, the first consumption order includes a consumption record of each payment service used by the customer in the first preset time period, and then a second consumption order of the customer in a second preset time period is obtained and analyzed, a key quality index KQI of each payment service is determined, and the second consumption order includes a consumption record of each payment service used by the customer in the second preset time period. And after generating the optimized CEI generation template and determining the KQI of each payment service, calculating the CEI according to the generated optimized CEI generation template and the determined KQI of each payment service.

The service package ordered by the customer can accurately reflect the payment services available to the customer, the first consumption form can accurately reflect the condition that the customer actually uses each payment service in the first preset time period, and the second consumption form can also accurately reflect the condition that the customer actually uses each payment service in the second preset time period. The determining method provided by the embodiment of the invention determines the CEI based on the condition that the customer actually uses the paid service, and can accurately evaluate the real feeling of the customer using some services.

Optionally, in a possible implementation manner of the embodiment of the present invention, the method for analyzing the service package and the first consumption order to generate the optimized CEI generation template includes: firstly, analyzing each payment service in the service package to generate an initialized CEI generation template, wherein the initialized CEI generation template comprises a second customer experience index weight of each payment service, and the second customer experience index weight is used for expressing the initialized proportion of the corresponding payment service in all the payment services of the service package; then, generating a second customer experience index weight of each paid service in the template by utilizing the CEI optimized and initialized by the first consumption order to determine a first customer experience index weight of each paid service; finally, an optimized CEI generation template is generated that includes the first customer experience metric weight for each paid service based on the first customer experience metric weight for each paid service.

Optionally, in another possible implementation manner of the embodiment of the present invention, the process of analyzing each paid service in the service package to generate the initialized CEI generation template includes: firstly, determining a value factor of each payment service, wherein the value factor is used for representing that a client pays the cost of the corresponding payment service when no service package is available; then, carrying out normalization processing on the value factor of each paid service to determine a second customer experience index weight of each paid service; finally, an initialized CEI generation template is generated that includes the second customer experience metric weight for each paid service based on the second customer experience metric weight for each paid service.

The payment service in the service package is ordered by the client, so that the service package can accurately reflect the payment service available for the client. The payment service in the embodiment of the present invention refers to a service that requires a customer to pay a fee. In combination with practical application, a client can pay a fee and use a certain service to indicate that the client has interest in the service, so that the generated initialization CEI generation template can accurately reflect the interest degree of the client in each payment service by analyzing each payment service in a service package. The first consumption order is the condition that the customer actually uses each payment service in the service package within the first preset time period, and the initialized CEI generation template is optimized and corrected by the first consumption order to generate the optimized CEI template, so that the optimized CEI generation template is more consistent with the condition that the customer uses each payment service, the CEI calculated by the template is more accurate, and the feeling that the customer uses certain services can be truly reflected.

Optionally, in another possible implementation manner of the embodiment of the present invention, the process of determining the value factor of each paid service is as follows: acquiring package service volume of the payment service from the service package; acquiring a charge standard of the payment service; and taking the product of the price standard of the payment service and the package service volume of the payment service as a value factor of the payment service.

Optionally, in another possible implementation manner of the embodiment of the present invention, the analyzing the second consumption order to determine the KQI of each payment service includes: for each charging service, firstly, analyzing a consumption record corresponding to the charging service in a second consumption list to determine at least one target cell of the charging service and the service usage amount of the charging service in each target cell of the at least one target cell, wherein at least one target cell is a cell which is arranged at the front P position in the order of the service usage amount of the charging service from large to small in the cell in which the terminal of a client uses the charging service, and P is more than or equal to 1; then, calculating a comprehensive key quality index KQI of each target cell; and calculating the KQI of the payment service according to the integrated KQI of each target cell and the service usage amount of the second payment service in each target cell.

For each payment service, the KQI of the payment service in practical application can be obtained by analyzing the consumption record related to the payment service in the second consumption list, and the accuracy of the KQI of the payment service obtained by adopting the method is higher.

Optionally, in another possible implementation manner of the embodiment of the present invention, the method for calculating the KQI of the charging service according to the integrated KQI of each target cell and the service usage amount of the charging service in each target cell includes: calculating the sum of the products of the comprehensive KQI of each target cell and the service usage amount of the paid service in the corresponding target cell to determine a first numerical value; calculating the sum of the service usage of the paid service in each target cell to determine a second value; the quotient of the first value and the second value is calculated to determine the KQI for the paid service.

Optionally, in another possible implementation manner of the embodiment of the present invention, the method for calculating the integrated KQI of each target cell includes: acquiring target consumption records corresponding to the target cell and the payment service from the second consumption list; determining the service usage amount of the payment service in the target consumption record; acquiring key performance indicators KPI corresponding to the target consumption records and the payment service; and calculating the comprehensive KQI of the target cell according to a preset algorithm, the KPI and the service usage amount of the payment service in the target consumption record.

When determining the KQI of each payment service, the embodiment of the invention considers the geographic position and the time information of the corresponding payment service used by the terminal of the client, and is beneficial to improving the accuracy of calculating the CEI.

In a second aspect, a device for determining a customer experience indicator is provided, and includes an obtaining unit and a processing unit.

The functions realized by each unit module provided by the embodiment of the invention are specifically as follows:

the acquiring unit is configured to acquire a service package ordered by a customer and a first consumption form of the customer, where the first consumption form includes a consumption record of each payment service used by the customer in the service package within a first preset time period, and acquire a second consumption form of the customer, where the second consumption form includes a consumption record of each payment service used by the customer within a second preset time period; and the processing unit is used for analyzing the service package and the first consumption order acquired by the acquisition unit to generate an optimized Customer Experience Index (CEI) generation template, wherein the optimized CEI generation template comprises a first customer experience index weight of each payment service, the first customer experience index weight is used for representing the optimized proportion of the corresponding payment service in all the payment services of the service package, and is used for analyzing the second consumption order acquired by the acquisition unit to determine a Key Quality Index (KQI) of each payment service, and is used for calculating the CEI according to the optimized CEI generation template and the KQI of each payment service.

Further, in an implementation manner of the embodiment of the present invention, the processing unit is specifically configured to: analyzing each payment service in the service package to generate an initialized CEI generation template, wherein the initialized CEI generation template comprises a second customer experience index weight of each payment service, and the second customer experience index weight is used for expressing the initialized proportion of the corresponding payment service in all the payment services of the service package; optimizing the second customer experience index weight of each paid service by using the first consumption order to determine the first customer experience index weight of each paid service; an optimized CEI generation template is generated that includes the first customer experience metric weight for each paid service based on the first customer experience metric weight for each paid service.

Further, in another implementation manner of the embodiment of the present invention, for each payment service, the processing unit is specifically configured to: determining a value factor of each payment service, wherein the value factor is used for indicating that a client pays the corresponding payment service when no service package is available; normalizing the value factor of each paid service to determine a second customer experience index weight of each paid service; an initialized CEI generation template is generated that includes the second customer experience metric weight for each paid service based on the second customer experience metric weight for each paid service.

Further, in another implementation manner of the embodiment of the present invention, for each payment service, the processing unit is specifically configured to: acquiring package service volume of the payment service from the service package; acquiring a charge standard of the payment service; and taking the product of the price standard of the payment service and the package service volume of the payment service as a value factor of the payment service.

Further, in another implementation manner of the embodiment of the present invention, the processing unit is specifically configured to: for each charging service, analyzing a consumption record corresponding to the charging service in a second consumption list to determine at least one target cell of the charging service and the service usage amount of the charging service in each target cell of the at least one target cell, wherein the at least one target cell is a cell which is arranged at the front P position in the order of the service usage amount of the charging service from large to small in the cell in which the terminal of a client uses the charging service, and P is more than or equal to 1; calculating a comprehensive key quality index KQI of each target cell; and calculating the KQI of the paid service according to the integrated KQI of each target cell and the service usage amount of the paid service in each target cell.

Further, in another implementation manner of the embodiment of the present invention, for the payment service, the processing unit is specifically configured to: calculating the sum of the products of the comprehensive KQI of each target cell and the service usage amount of the paid service in the corresponding target cell to determine a first numerical value; calculating the sum of the service usage of the paid service in each target cell to determine a second value; the quotient of the first value and the second value is calculated to determine the KQI for the paid service.

Further, in another implementation manner of the embodiment of the present invention, for the payment service, the processing unit is specifically configured to: acquiring target consumption records corresponding to the target cell and the payment service from the second consumption list; determining the service usage amount of the payment service in the target consumption record; acquiring key performance indicators KPI corresponding to the target consumption records and the payment service; and calculating the comprehensive KQI of the target cell according to a preset algorithm, the KPI and the service usage amount of the payment service in the target consumption record.

In a third aspect, a device for determining a client experience metric is provided, the device comprising a communication interface, a processor, and a memory; the communication interface, the processor and the memory are connected through a system bus; the memory is configured to store computer instructions and the processor is configured to execute the computer instructions stored by the memory to cause the apparatus for determining a customer experience metric to perform the method for determining a customer experience metric as described above in the first aspect and various implementations thereof.

In the embodiment of the present invention, the names of the above-mentioned devices for determining the customer experience index do not limit the devices or the function modules themselves, and in an actual implementation, the devices or the function modules may appear by other names. As long as the functions of the respective devices or functional blocks are similar to those of the embodiments of the present invention, they are within the scope of the claims of the embodiments of the present invention and the equivalent techniques thereof.

For specific descriptions of the second aspect, the third aspect and various implementations of the embodiments of the present invention, reference may be made to the detailed description of the first aspect and various implementations of the first aspect; in addition, for the beneficial effects of the second aspect, the third aspect and various implementation manners thereof, reference may be made to beneficial effect analysis in the first aspect and various implementation manners thereof, and details are not described here.

These and other aspects of embodiments of the invention will be more readily apparent from the following description.

Drawings

In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments of the present invention.

Fig. 1 is a schematic structural diagram of a communication system according to an embodiment of the present invention;

fig. 2 is a first flowchart illustrating a method for determining a customer experience index according to an embodiment of the present invention;

FIG. 3 is a schematic flow chart of generating an initialized CEI generation template according to an embodiment of the present invention;

fig. 4 is a schematic flowchart of calculating KQI of each paid service according to an embodiment of the present invention;

fig. 5 is a schematic flowchart of determining a target cell and a service usage amount of the target cell for a certain charging service according to an embodiment of the present invention;

fig. 6 is a schematic flowchart of calculating an integrated KQI for each target cell for a certain charging service according to an embodiment of the present invention;

fig. 7 is a flowchart illustrating a second method for determining a customer experience index according to an embodiment of the present invention;

fig. 8 is a first schematic structural diagram of a device for determining a customer experience index according to an embodiment of the present invention;

fig. 9 is a schematic structural diagram of a device for determining a customer experience index according to an embodiment of the present invention;

fig. 10 is a schematic structural diagram of a third apparatus for determining a customer experience index according to an embodiment of the present invention.

Detailed Description

The technical solutions in the embodiments of the present invention will be described in detail below with reference to the accompanying drawings in the embodiments of the present invention.

In the following description, for purposes of explanation and not limitation, specific details are set forth such as the particular system architecture, interfaces, techniques, etc., in order to provide a thorough understanding of the embodiments of the invention. It will be apparent, however, to one skilled in the art that the embodiments of the invention may be practiced in other embodiments that depart from these specific details. In other instances, detailed descriptions of well-known devices, circuits, and methods are omitted so as not to obscure the description of the embodiments of the present invention with unnecessary detail.

In this embodiment of the present invention, the term "and/or" is only one kind of association relationship describing an associated object, and means that three relationships may exist, for example, a and/or B may represent: a exists alone, A and B exist simultaneously, and B exists alone.

The terms "first" and "second," and the like in the description and claims of the present invention and the above-described drawings are used for distinguishing between different objects and not for limiting a particular order.

To facilitate understanding of the embodiments of the present invention, relevant elements to be introduced in the embodiments of the present invention will be first described herein.

A service package refers to information of all services subscribed by a customer. For example: the service package includes a free-experience call reminder service and a 30-element 300-minute voice service.

The payment service refers to a service that a customer needs to pay in a service package. For example: the service package comprises a free-experience incoming call reminding service and a 30-element voice service of 300 minutes, wherein the voice service is a payment service in the service package.

The value factor refers to the cost that a customer should originally pay for a certain paid service in a service package. For example: the service package contains the 300-minute voice service, and the value factor of the voice service is the cost of the client for using the 300-minute voice service without the package.

The customer experience index weight refers to the proportion of a certain payment service in all payment services of the service package. For example: in the pay service related to the customer experience, the voice service accounts for 60%, and the customer experience index weight of the voice service is 0.6.

The CEI generation template includes all customer experience index weights for the customer. Optionally, the CEI generation template is a matrix including all customer experience index weights of the customers. For example: the payment services related to the customer experience comprise a voice service, a data service and a mailbox service, the customer experience index weights of the three payment services are respectively 0.4, 0.5 and 0.1, and then the CEI generation template corresponding to the customer is [0.4, 0.5 and 0.1 ].

Package traffic refers to the traffic of a certain paid service contained in a service package. CO for the examples of the invention_iAnd indicating package service volume of the ith service in the service package, wherein the ith service in the service package is a payment service. For example: the service package of the client comprises 200 minutes of voice service, and the number of the voice service in the service package is 2, then CO₂＝200。

Service usage refers to the actual usage of a certain paid service in a certain condition, such as a certain time period, a certain time period of a certain cell or a certain consumption record. U for the embodiment of the invention_t,kAnd indicating the actual usage amount of the kth service in the service package in the t-th charging period, wherein the kth service in the service package is a payment service. For example: the number of the voice service in the service package is 3, the client uses the voice service of 300 minutes in the 1 st charging period, uses the voice service of 290 minutes in the 2 nd charging period, and uses the voice service of 330 minutes in the 3 rd charging period, then k is 3, U_1,3＝300，U_2,3＝290，U_3,3330. Wherein, the charging period refers to the time period for settling the consumption bill. Popularly speaking, consumptionThe bill is a call bill, and the charging period is a period of the settlement call bill. In practical application, the charging period is generally 30 days or 31 days, and the charging period may be a natural month, or 30 days or 31 days between two adjacent months. For example, the billing period may be from 10 months 1 to 10 months 31, or from 9 months 16 to 10 months 15.

The cell is a sub-region which is formed by dividing a service area into regular hexagons by an operator and is provided with a base station. Each sub-area is called a cell, and is the basic geographical unit managed by the operator for the network.

Currently, when evaluating customer experience, an operator mainly evaluates the customer experience based on an operation index of a network element in a network from the perspective of the operator. The method does not consider the specific service of the customer and the time and space for the customer to use the service, so that the real feeling of the customer to use the service cannot be accurately evaluated, and the accuracy of evaluation and optimization of the network performance by an operator is reduced.

In view of the above problems, an embodiment of the present invention provides a method for determining a customer experience index, where an optimized CEI generation template is generated by analyzing a service package ordered by a customer, a first customer consumption order of the customer in a first preset time period, and a second customer consumption order of the customer in a second preset time period, and determining a KQI of each payment service, and then, a CEI is calculated according to the optimized CEI generation template and the KQI of each payment service. Because the service package ordered by the customer can accurately reflect the payment service available to the customer, and the first consumption form and the second consumption form can accurately reflect the actual use condition of the customer for each payment service, the method for determining the customer experience index provided by the embodiment of the invention determines the CEI based on the condition that the customer actually uses the payment service from the perspective of the customer, and can accurately evaluate the real feeling of the customer using some services.

The execution subject of the method for determining the customer experience index provided by the embodiment of the invention is a device for determining the customer experience index. The determining device may be a client experience server, or may also be another device capable of implementing the determining method provided in the embodiment of the present invention, and the embodiment of the present invention is not particularly limited in this respect.

The method for determining the customer experience index provided by the embodiment of the invention is suitable for a communication system. Fig. 1 is a schematic structural diagram of a communication system according to an embodiment of the present invention. Referring to fig. 1, the communication system includes a client experience Indicator determining device 10, an order server 11, an operator Key Performance Indicator (KPI) monitoring server 12, and a consumption order server 13. The customer experience index determination device 10 is connected to the order server 11, the KPI monitoring server 12, and the consumption order server 13 via a network.

The order server 11 stores the corresponding relationship between the identifier of the terminal used by the client and the service package ordered by the client, the operator KPI monitoring server 12 stores the KPI of each payment service at each occurrence moment, and the consumption list server 13 stores the corresponding relationship between the identifier of the terminal used by the client, at least one consumption list of the client and the charging period of each consumption list. The customer experience index determining means 10 obtains relevant data by communicating with the order server 11, the operator KPI monitoring server 12 and the consumption order server 13 to calculate the CEI of a certain customer.

In practical application, the order server 11, the operator KPI monitoring server 12, and the consumption form server 13 in fig. 1 may be independently installed, or any two servers may be integrated into one device, or three servers may be integrated into one device. The apparatus 10 for determining a customer experience index may be independently arranged, or may be integrated with any other server, which is not specifically limited in this embodiment of the present invention.

For convenience of understanding, the embodiment of the present invention is described by taking an example in which the determining apparatus of the customer experience index, the order server, the operator KPI monitoring server, and the consumption form server are independently set. Fig. 2 is a flowchart illustrating a method for determining a customer experience index according to an embodiment of the present invention, where the method for determining a customer experience index may be applied to the communication system shown in fig. 1.

Referring to fig. 2, the method for determining the customer experience index includes:

s200, the determining device of the customer experience indexes sends a package request message to the order server to request to acquire the service packages ordered by the customers.

Wherein, the package request message carries the identification of the terminal used by the client.

For example, the identifier of the terminal may be a phone Number of the terminal, or may also be an International Mobile Subscriber Identity (IMSI) of the terminal, and the embodiment of the present invention is not limited thereto.

S201, the order server obtains the service package corresponding to the identifier of the terminal and sends the obtained service package to the determination device of the customer experience index.

The order server stores the corresponding relationship between the identifier of the terminal used by the client and the service package ordered by the client, and the corresponding relationship can be stored in the order server in a table form. Illustratively, the format including the correspondence between the identification of the terminal and the service package subscribed by the customer is shown in table 1.

The service package corresponding to the terminal a in table 1 includes 600 megabytes of data service, 300 minutes of voice service, 60 short messages, mailbox service, color ring service and value added service; the service package corresponding to the terminal B comprises 200 Mm data service, 350 min voice service, 100 short messages, mailbox service, color ring service and value added service; the service packages of the terminal C and the terminal B are the same.

TABLE 1

It should be noted that table 1 only shows a storage form of the correspondence between the identifier of the terminal and the service package ordered by the client in the order server in the form of a table, and is not limited to the storage form of the correspondence between the identifier of the terminal and the service package ordered by the client in the order server.

Optionally, the order server further stores a tariff for each paid service. Illustratively, the format of the tariff standard for each paid service stored in the order server is shown in table 2.

TABLE 2

Specifically, after receiving the package request message, the order server may obtain the service package corresponding to the identifier of the terminal carried in the package request message from the correspondence shown in table 1, and send the service package to the determination device for determining the client experience index.

For example, if the correspondence between the identifier of the terminal stored in the order server and the service package ordered by the client is shown in table 1, and the identifier of the terminal carried in the package request message is a, the order server obtains the service package corresponding to the terminal a from table 1 as follows: 600 million data service, 300 minutes voice service, 60 short messages, mailbox service, color ring service and value added service, and sends the service package to the determination device of the customer experience index.

In practice, the tariff criteria for each paid service stored by the order server are included in the service package. Thus, when the order server obtains the service package of a certain terminal, the order server can also obtain the charge standard of each paid service in the service package.

It should be noted that, in the embodiment of the present invention, the service package acquired by the order server is information of substantially all services ordered by the client, and the service package sent by the order server to the determination device for determining a client experience index also refers to information of all services ordered by the client.

S202, the determining device for customer experience metrics analyzes each paid service in the service package to generate an initialized CEI generation template including a second customer experience metric weight for each paid service.

Specifically, the determining device of the customer experience index analyzes each service in the service package one by one after receiving the service package.

For each service in the service package, the determining device for the customer experience index first determines whether the service is a paid service. If the service is a paid service, determining a value factor of the service by a determining device of the customer experience index; if the service is free, the determining device for the customer experience index continues to determine the next service.

As can be seen from the above table 1 and table 2, the service package includes at least one payment service. Therefore, the determination means for the customer experience metrics needs to determine a value factor for each paid service.

Specifically, for each payment service in the service package, the method for determining the value factor of the payment service by the client experience index determining device is as follows: the determining device of the customer experience index obtains package service volume of the payment service from the service package, obtains the charge standard of the payment service, and then multiplies the package service volume of the payment service by the charge standard of the payment service to determine the value factor of the payment service.

Optionally, the ith service in the service package is a paid service, CO_iRepresenting package traffic, PO, of the ith service in a package of services_iTo represent the charge standard of the ith service in the service package, the value factor ek of the ith service in the service package_iCan be expressed as:

ek_i＝CO_i×PO_i(1)

for example, with reference to table 1 and table 2, if the determining device of the customer experience index obtains the service package of the terminal a, the determining device of the customer experience index analyzes each service in the service package of the terminal a. Because each service in the service package of the terminal a is a payment service, the determination device for the customer experience index may determine the value factor of each service in the service package of the terminal a. The means for determining the customer experience metrics determines the value factor for each service of terminal a according to the above equation (1). Specifically, the value factor of the data service is 174(600 × 0.29), the value factor of the voice service is 75(300 × 0.25), the value factor of the short message service is 9(60 × 0.15), the value factor of the mailbox service is 5(5 × 1), the value factor of the color ring service is 2(2 × 1), and the value factor of the value-added service is 5(5 × 1).

Optionally, the determining device of the customer experience index combines the value factors determined by the determining device into a value factor matrix, where each value in the value factor matrix uniquely corresponds to one payment service, and the value represents the value factor of the payment service corresponding to the value factor.

Further, the determining device of the customer experience index performs normalization processing on the value factor of each paid service after determining the value factor of each paid service of the service package to determine a second customer experience index weight of each paid service, so as to generate an initialized CEI generation template including the second customer experience index weight of at least one paid service.

The second customer experience index weight is used for representing the initialized proportion of the corresponding payment service in all payment services of the service package.

Optionally, the initialized CEI generation template generated by the determining device for the client experience index is represented as:

illustratively, in conjunction with the above example, the determining means of the customer experience metrics calculates the second customer experience metrics weight of each service of the terminal a using formula (2) after determining the value factor of each service of the terminal a, so as to generate the initialized CEI generation template EK, EK being [0.644444444, 0.277777778, 0.0333333333, 0.18518519, 0.007407407, 0.18518519 ]. The specific calculation process of the EK is as follows:

for ease of understanding, embodiments of the present invention show the initialized CEI generation templates generated in this example in tabular form. Specifically, the initialized CEI generation template generated in this example is shown in table 3.

TABLE 3

S203, the determining device of the customer experience index sends a consumption list request message to the consumption list server to request to acquire a first consumption list of the customer in a first preset time period.

The consumption order request message carries an identification of a terminal used by the client and first information used for representing a first preset time period. The identifier of the terminal carried by the consumption order request message may refer to the identifier of the terminal carried by the package request message, and details are not repeated here.

In practical applications, the operator settles the customer's consumption bill according to a charging period, and the charging period is a time period before the current date. Therefore, the first preset time period in the embodiment of the present invention is a time period before the current date, and the first preset time period is used to represent N charging cycles, where N ≧ 1, that is, the first preset time period in the embodiment of the present invention is a certain charging cycle set.

The first information carried in the consumption order request message may be a number of a charging period represented by a first preset time period, or may also be time information of the charging period represented by the first preset time period, which is not specifically limited in this embodiment of the present invention.

For example, if the current date is 10 months and 9 days, the charging period refers to a natural month, the value of the month represents the number of the charging period, and the first preset time period is the first 3 months of the current month, the determining device for the client experience index requests to acquire the consumption bills of the terminal a in 7 months, 8 months and 9 months. If the first information is the label of the charging period, the consumption form request message sent by the determining device carries the identifier of the terminal a, the number 7 of month 7, the number 8 of month 8 and the number 9 of month 9.

If the effective time of the service package ordered by the client is less than N charging periods, the determining device for the client experience index still requests to acquire the first consumption list of the client in the N charging periods. Illustratively, the current date is 10 months and 9 days, the billing period is the natural month, and the service package ordered by the customer is in effect from 8 months. If the first preset time period is the first 3 months of the current month, the determining device of the customer experience index may request to acquire the consumption order of the terminal a in 8 months, 9 months and 9 months. If the first preset time period is the first 4 months of the current month, the determining device of the customer experience index may request to acquire the consumption order of the terminal a in 8 months, 9 months and 9 months.

The first consumption order in the embodiment of the invention comprises a consumption record of each paid service in the service package used by the customer within a first preset time period. It will be appreciated that the customer subscribes to the service package, indicating that the services paid for in the service package are services of interest to the customer. The payment service actually used by the customer belongs to the payment service in the service package, and the first consumption list corresponds to the first preset time period, so that the first consumption list comprises the consumption record of each payment service used by the customer in the service package in the first preset time period.

S204, the consumption order server obtains a first consumption order corresponding to the identification and the first information of the terminal, and sends the first consumption order to the client experience index determining device.

The consumption list server stores the corresponding relation among the identification of the terminal used by the client, at least one consumption list of the client and the charging period of each consumption list. The correspondence may be stored in the form of a table in the consumption slip server. Illustratively, the format of the correspondence relationship is shown in table 4.

In table 4, terminal a was at 1 month, 1 day, 10: 00 using voice service for 10 minutes, 12 on 1 month, 1 day: 00 uses 22 million data services, terminal a uses 240 minutes voice service and 680 million data services in 1 month. The consumption tickets of terminal a in other months are not described one by one here.

TABLE 4

It should be noted that table 4 only shows, in the form of a table, a storage form of the correspondence between the identifier of the terminal used by the client, the at least one consumption form of the client, and the charging period of each consumption form in the consumption form server, and is not limited to the storage form of the correspondence in the consumption form server.

As can be seen from table 4, the consumption ticket of terminal a in each billing period includes the consumption details of terminal a and the service usage amount of terminal a for each paid service in the billing period.

Optionally, each consumption order of the client may further include a cell to which the client uses the relevant service.

It will be readily appreciated that for each client, the consumption order server stores the consumption order for that client for each billing period. Therefore, after receiving the consumption order request message carrying the identifier of the terminal and the first information indicating the first preset time period, the consumption order server obtains the first consumption order corresponding to both the identifier of the terminal and the first information from the stored corresponding relation. Since the first preset time period in the embodiment of the present invention is used to represent N charging cycles, the number of the first consumption orders acquired by the consumption order server is N.

S205, the determining device of the customer experience indexes optimizes the second customer experience index weight of each paid service by using the first consumption list to determine the first customer experience index weight of each paid service, and generates an optimized CEI generation template.

Specifically, the determining device for the customer experience index optimizes the second customer experience index weight of each payment service in S202 one by one according to a preset optimization strategy and the first consumption form, and determines the first customer experience index weight of each payment service. The first customer experience index weight is used for representing the optimized proportion of the corresponding payment service in all payment services of the service package.

The preset optimization strategy may be any one of linear correction, mean correction, arithmetic mean correction, and exponential correction, which is not specifically limited in this embodiment of the present invention. The embodiment of the present invention is described by taking a preset optimization strategy as an example of mean correction.

As can be seen from the foregoing description, U is used in the embodiments of the present invention_t,iRepresenting the actual usage amount of the ith service in the service package in the t-th charging period, and the ith service in the service package is a paid service, for the ith service in the service package, the average usage amount of the service in the first preset time period may be represented as

Furthermore, as can be seen from the foregoing explanation of formula (1), CO_iRepresenting package service volume of ith service in service package, and determining device for customer experience index optimizes second customer experience index weight of ith service in service package by using average usage of ith service in first preset time period to generate first customer experience index weight ek 'of ith service in service package'_i：

Specifically, the determining device of the customer experience index determines a first customer experience index weight of each paid service by using a formula (3) to generate an optimized CEI generation template including the first customer experience index weight of each paid service.

With reference to the above formula (2) and formula (3), the optimized CEI generation template generated by the determining apparatus for customer experience metrics in the embodiment of the present invention is represented as:

EK′＝[ek′₁ek′₂,……,ek′_n](4)

illustratively, if the current date is 10 months, the first preset time period is 7 months, 8 months and 9 months, and the average usage amount of the terminal a using each service in the first preset time period is shown in table 5, the client experience index determining device determines the first client experience index weight of each service of the terminal a using formula (3) according to table 3 and table 5 to generate the optimized CEI generation template EK ', EK' being [0.601481481, 0.203703704, 0.038888889, 0.18518519, 0.007407407, 0.18518519 ].

For ease of understanding, embodiments of the present invention show the optimized CEI generation template generated in this example in tabular form. Specifically, the optimized CEI generation template generated in this example is shown in table 6.

TABLE 5

TABLE 6

S206, the determining device of the customer experience index analyzes the second consumption list to determine a Key Quality Index (KQI) of each payment service.

And the second consumption list comprises the consumption record of each paid service in the service package used by the customer within a second preset time period. The second preset time period in the embodiment of the present invention represents the time before the current date.

It should be noted that the second preset time period in the embodiment of the present invention may be one of the charging cycles in the first preset time period, for example, the current month is 10 months, the first preset time period is 7 months, 8 months, and 9 months, and the second preset time period is 9 months; the charging period may also be any other charging period except the first preset time period, for example, the current month is 10 months, the first preset time period is 6 months, 7 months and 8 months, and the second preset time period is 9 months, which is not specifically limited in this embodiment of the present invention. The embodiment of the present invention takes the second preset time period as one of the charging periods in the first preset time period as an example for explanation.

Since the second preset time period is one of the charging periods in the first preset time period, the determining device of the client experience index may acquire the second consumption form from the first consumption form received in S204. Specifically, the determining device for the customer experience index analyzes each consumption record in the second consumption list to determine the KQI of each paid service. The consumption record in the consumption bill refers to a usage record of a certain service in the consumption bill, as shown in table 4, where "terminal a is in a state of 10 at 1 month and 1 day: 00 use voice service for 10 minutes "for one consumption record in the consumption bill of terminal a in 1 month.

For each payment service, the determining device for the customer experience index determines the KQI of the payment service as follows: the determining device of the customer experience index analyzes each consumption record in the second consumption list to determine at least one target cell of the paid service and the service usage amount of each target cell of the paid service in the at least one target cell; then, the determining device determines the integrated KQI of the paid service in each target cell, and finally calculates the KQI of the paid service.

The method for determining the customer experience index by the determining device to determine at least one target cell of the payment service and the service usage amount of the payment service in each target cell comprises the following steps: the determining device of the customer experience index acquires the cell information and the service usage amount in each consumption record corresponding to the paid service in the second consumption list; the determining device counts the service usage of the paid service used by the terminal in each cell according to the cell information and the service usage obtained by the determining device; the determining device arranges each cell in turn according to the order of the service usage of the pay service from large to small, and selects the cell arranged at the front P position as the target cell of the pay service, wherein P is more than or equal to 1, thus at least one target cell of the pay service and the service usage of the pay service in each target cell can be determined.

Optionally, the determining device for the customer experience index may further select a cell with a service usage amount greater than or equal to a preset threshold as a target cell of the payment service.

L for the examples of the present invention_iDenotes the ith cell, and the ith cell is the target cell, denoted by B_iThe service usage M of the ith service used in the ith cell in a second preset time period is used by the terminal_iAnd (4) showing.

Alternatively, the customer experience indicator determining means may employ (L)_i，B_i，M_i) Means of (1) indicates a target cell for a certain pay service and a service usage amount of the pay service in the target cell.

As can be seen from the above description, the determining device of the customer experience indicator calculates the integrated KQI of each target cell of the paid service after determining at least one target cell of the paid service and the service usage of the paid service in each target cell thereof.

Specifically, for each target cell of the at least one target cell of the payment service, the determining device for the customer experience index first obtains target consumption records corresponding to the target cell and the payment service from a second consumption form, wherein the number of the target consumption records is X, and X is greater than or equal to 1; then, the determining means analyzes each target consumption record one by one, and determines a KQI of each target consumption record_i(ii) a Finally, the determining means determines the KQI for each target consumption record_iAnd determining the integrated KQI of the target cell. KQI for embodiments of the present invention_GIndicating the integrated KQI of a certain target cell.

As can be seen from the above table 4 and the above description, the consumption record in the consumption ticket refers to a usage record of a certain service in the consumption ticket, and each consumption record may include a type of the service, a geographic location where the service is used by the terminal of the client, a service usage amount of the service used by the terminal of the client this time, and a time when the service is used by the terminal of the client this time. For example, the content of the consumption record is "terminal A1 month, 1 day, 10: 00 using voice service for 10 minutes in place A ", the service type in the consumption record is voice service, the geographical position of the terminal A using the voice service is place A, the service usage amount of the voice service is 10 minutes, and the time of the terminal A using the voice service is 1 month, 1 day and 10: 00. it is easily understood that the consumption record means that the terminal a uses the voice service for 10 minutes this time in practical application.

The target consumption record in the embodiment of the present invention refers to a consumption record corresponding to both the target cell and the payment service in the second consumption form.

For a certain target consumption record corresponding to both the target cell and the payment service, the determining device for the customer experience index first obtains the service usage amount C of the payment service in the target consumption record_i(ii) a Secondly, the determining device obtains key performance indicators KPI corresponding to the target consumption record and the payment service through communicating with an operator KPI monitoring server_i(ii) a Then, the determining means applies a predetermined algorithm to the KPI_iConversion to KQI_iThe preset algorithm may be any existing algorithm for converting KPI into KQI, which is not specifically limited in this embodiment of the present invention. The communication process of the determining means of the customer experience indicators with the operator KPI monitoring server is not shown in fig. 2.

The determining device of the customer experience index in the embodiment of the present invention may determine the KQI of each target cell by using the following formula (5)_G。

Specifically, the determining device for the customer experience index calculates the KQI of each target cell of the paid service by using the formula (5)_GThen, the determination means calculates KQI of each target cell for the paid service_GAnd the service usage M of the paid service in the corresponding target cell_iTo determine a first value ∑ KQI_G×M_iAnd calculates the sum of the service usage of the paid service in each target cell to determine a second numerical value sigma M_iAnd finally, calculating the quotient of the first value divided by the second value to determine the KQI of the paid service. That is, the determining apparatus of the customer experience index calculates the KQI of each paid service using the following formula (6), and the embodiment of the present invention uses S _ KQI_iIndicating the KQI of the ith service.

It can be understood that, if the second preset time period in the embodiment of the present invention is any other charging period except the first preset time period, the determining device of the customer experience index needs to obtain the second consumption form. The method for obtaining the second billing ticket by the determining device of the client experience index may refer to the method for obtaining the first consumption ticket by the determining device, and details are not repeated here.

And S207, the determining device of the customer experience index calculates the CEI of the customer according to the optimized CEI generation template and the KQI of each payment service.

Specifically, the customer experience index determination means calculates the CEI of the customer using the following equation (7) based on the optimized CEI generation template EK' expressed by the above equation (4) and the KQI of each payment service expressed by the above equation (6).

CEI＝EK′×S_KQI_i/∑ek′_i(7)

As can be seen from the above description, the process of generating the initialized CEI generation template by the client experience index determination device is as follows: for each service in the service package, a determining device for the customer experience index firstly determines whether the service is a payment service, secondly determines a value factor of the payment service after determining that a certain service is the payment service, and after determining the value factor of each payment service in the service package, normalizes each value factor to generate an initialized CEI generation template.

Specifically, in conjunction with the description of S202 above, as shown in fig. 3, S202 above may be denoted as S202a-S202 e.

S202a, the determining device of the customer experience index reads the unanalyzed service in the service package.

S202b, the determining device of the customer experience index judges whether the service is a paid service.

If the service is a payment service, then go to S202 c; if the service is a free service, S202e is executed.

S202c, if the service is a payment service, the determining device of the customer experience index determines a value factor of the payment service.

S202d, the customer experience index determination device determines whether or not there is any unanalyzed service in the service package.

If the service package still has unanalyzed services, executing repeated execution S202a-S202 d; if all the services in the service package have been analyzed, S202e is executed.

S202e, the determining device of the customer experience index carries out normalization processing on the value factor of each payment service, and generates an initialized CEI generation template.

For the detailed description of S202a-S202e, reference may be made to S202 above, which is not described in detail herein.

As can be seen from the above description, the process of determining the KQI of each paid service for the customer experience index is as follows: analyzing each consumption record in the second consumption list to determine at least one target cell of each paid service and the service usage amount of each paid service in each target cell; then, the integrated KQI of each paid service in each target cell is determined, and finally, the KQI of each paid service is calculated.

Specifically, in conjunction with the description of S206, for any payment service, as shown in fig. 4, S206 may be represented as S206a-S206 c.

S206a, the determining means of the customer experience metrics analyzes each consumption record in the second consumption order to determine at least one target cell for each paid service and the service usage of the paid service in each target cell.

S206b, the customer experience indicator determining means determines, for each paid service, an integrated KQI for the paid service in each of its target cells.

S206c, for each paid service, the determining device for the customer experience index calculates the KQI of the paid service according to the service usage amount of the paid service in each target cell and the integrated KQI of the paid service in each target cell.

As shown in FIG. 5, S206a may be specifically denoted as S206a1-S206a 4. As shown in FIG. 6, S206b may be specifically denoted as S206b1-S206b 6. For the detailed description of S206a-S206c, reference may be made to S206, which is not described in detail herein.

Further, the determining device of the customer experience index needs to determine whether the currently acquired service package is the same as the service package acquired in the process of calculating the CEI last time after the service package ordered by the customer is acquired. If the initial CEI template is the same as the initial CEI template, executing a process of optimizing the initialized CEI template; and if not, regenerating the initialized CEI template.

Specifically, with reference to fig. 2, as shown in fig. 7, the method for determining a customer experience index according to the embodiment of the present invention further includes, after S201 and before S202:

s700, the determining device of the customer experience index judges whether the service package obtained currently is the same as the service package obtained in the process of calculating the CEI last time.

Specifically, the determining device of the customer experience index may obtain whether the currently acquired service package is the same as the service package acquired last time according to the initial effective time of the currently acquired service package. If the initial effective time of the currently acquired service package is earlier than the time of calculating the CEI last time, determining that the currently acquired service package is the same as the service package acquired last time; otherwise, it is different.

If yes, executing S203; if not, go to S202.

The embodiment of the invention provides a method for determining a customer experience index, which comprises the steps of analyzing a service package ordered by a customer, a first consumption list of the customer in a first preset time period and a second consumption list of the customer in a second preset time period to generate an optimized CEI generation template, determining KQI of each payment service, and further calculating CEI according to the optimized CEI generation template and the KQI of each payment service. The service package ordered by the customer can accurately reflect the payment services available to the customer, the first consumption list can accurately reflect the condition that the customer actually uses each payment service in the first preset time period, and the second consumption list can also accurately reflect the actual use condition of each payment service in the second preset time period. The determining method provided by the embodiment of the invention determines the CEI based on the condition that the client actually uses the paid service, and can accurately evaluate the real feeling of the client using some services.

The embodiment of the invention provides a device for determining a customer experience index, which is used for executing the steps executed by the device for determining the customer experience index in the method for determining the customer experience index. The determining device for the customer experience index provided by the embodiment of the invention can comprise modules corresponding to the corresponding steps.

According to the embodiment of the present invention, the determination device for determining a customer experience index may be divided into functional modules according to the above method example, for example, each functional module may be divided corresponding to each function, or two or more functions may be integrated into one processing module. The integrated module can be realized in a hardware mode, and can also be realized in a software functional module mode. The division of the modules in the embodiment of the present invention is illustrative, and is only a logic function division, and there may be another division manner in actual implementation.

In the case of dividing each function module according to each function, fig. 8 shows a possible structure diagram of the client experience index determining apparatus according to the above embodiment. As shown in fig. 8, the apparatus for determining a client experience index includes an acquiring unit 80 and a processing unit 81. The processing unit 81 is configured to support the determining device of the client experience index to execute S202, S205, S206, and S207 in fig. 2. The obtaining unit 80 is configured to obtain the service package ordered by the customer, the first consumption order of the customer in the first preset time period, and the second consumption order of the customer in the second preset time period. All relevant contents of each step related to the above method embodiment may be referred to the functional description of the corresponding functional module, and are not described herein again. The device for determining the client experience index may further include a storage unit 82, where the storage unit 82 is configured to store the service package, the first consumption form and the second consumption form, and may also be configured to store a software program and an application module.

In case of an integrated unit, fig. 9 shows a possible schematic structure of the customer experience indicator determining apparatus according to the above embodiment. As shown in fig. 9, the client experience index determination device includes: a processing module 90 and a communication module 91. The processing module 90 is configured to control and manage the actions of the determining means of the customer experience metric, for example, the processing module 90 is configured to support the determining means of the customer experience metric to perform S202, S205, S206, and S207 in fig. 2, and/or other processes for the techniques described herein. The communication module 91 is configured to support the determining device of the client experience metric to communicate with the order server, the consumption order server, or the operator KPI monitoring server, respectively, for example, the communication module 91 is configured to support the determining device of the client experience metric to execute S200 and S203 in fig. 2. The apparatus for determining a client experience metric may further comprise a storage module 92 configured to store the business package, the first consumption form and the second consumption form, and may further be configured to store program codes and data of the apparatus for determining a client experience metric.

The processing module 90 may be a Processor or a controller, such as a Central Processing Unit (CPU) or a Digital Signal Processor (DSP). Which may implement or execute the various illustrative logical blocks, modules, and circuits described in connection with the embodiment disclosure. The communication module 91 may be a transceiver, a transceiving circuit or a communication interface, etc. The storage module 92 may be a memory.

When the processing module 90 is a processor, the communication module 91 is a communication interface, and the storage module 92 is a memory, the determining device of the customer experience index according to the embodiment of the present invention may be the determining device of the customer experience index shown in fig. 10.

As shown in fig. 10, the client experience index determination device includes: a communication interface 100, a processor 101, and a memory 102. The communication interface 100, the processor 101 and the memory 102 are connected by a system bus 103, and perform mutual communication.

When the client experience metric determination apparatus is operated, the client experience metric determination apparatus executes the client experience metric determination method according to the embodiment shown in fig. 2. For a specific method for determining the customer experience index, reference may be made to the related description in the embodiment shown in fig. 2, and details are not repeated here.

Wherein the communication interface 100 is used for communicating with other devices or communication networks, such as ethernet, WLAN, etc.

The memory 102 is used for storing the service package, the first consumption list and the second consumption list, and may also be used for storing a software program and an application module, and the processor 101 executes various functional applications and data processing of the determination device of the customer experience index by running the software program and the application module stored in the memory 102.

The memory 102 may mainly include a storage program area 1020 and a storage data area 1021, wherein the storage program area 1020 may store an operating system, an application program required for at least one function, such as a function of analyzing a service package, and the like; the storage data area 1021 may store the service package, the first consumption form, and the second consumption form received by the client experience index determination device.

The Memory 102 may be a Read-Only Memory (ROM), or other types of static storage devices that can store static information and instructions, a Random Access Memory (RAM), or other types of dynamic storage devices that can store information and instructions, an Electrically Erasable Programmable Read-Only Memory (EEPROM), a magnetic disk storage medium, or other magnetic storage devices, or any other medium that can be used to carry or store desired program code in the form of instructions or data structures and that can be accessed by the customer experience indicator determining apparatus, but is not limited thereto.

The memory 102 may be self-contained and coupled to the processor 101 via a system bus 103. The memory 102 may also be integrated with the processor 101.

The processor 101 is the control center of the determining means of the customer experience metrics. The processor 101 is connected to various parts of the overall customer experience metric determining apparatus by various interfaces and lines, and performs various functions of the customer experience metric determining apparatus and processes data by running or executing software programs and/or application modules stored in the memory 102 and calling data stored in the memory 102, thereby monitoring the customer experience metric determining apparatus as a whole.

In particular implementations, processor 101 may include one or more CPUs, for example, processor 101 in fig. 10 includes CPU 0 and CPU 1, as an embodiment.

The system bus 103 may be divided into an address bus, a data bus, a control bus, and the like. For clarity of illustration in the embodiments of the present invention, the various buses are illustrated as system bus 103 in FIG. 10.

The embodiment of the invention provides a device for determining a customer experience index, which is used for generating an optimized CEI generation template by analyzing a service package ordered by a customer, a first consumption list of the customer in a first preset time period and a second consumption list of the customer in a second preset time period, determining KQI of each payment service, and further calculating the CEI according to the optimized CEI generation template and the KQI of each payment service. The service package ordered by the customer can accurately reflect the payment services available to the customer, the first consumption list can accurately reflect the condition that the customer actually uses each payment service in the first preset time period, and the second consumption list can also accurately reflect the actual use condition of each payment service in the second preset time period. The determining method provided by the embodiment of the invention determines the CEI based on the condition that the client actually uses the paid service, and can accurately evaluate the real feeling of the client using some services.

Through the above description of the embodiments, it is clear to those skilled in the art that, for convenience and simplicity of description, the foregoing division of the functional modules is merely used as an example, and in practical applications, the above function distribution may be completed by different functional modules according to needs, that is, the internal structure of the device may be divided into different functional modules to complete all or part of the above described functions. For the specific working processes of the system, the apparatus and the unit described above, reference may be made to the corresponding processes in the foregoing method embodiments, and details are not described here again.

In the embodiments provided in the present invention, it should be understood that the disclosed system, apparatus and method may be implemented in other ways.

For example, the above-described apparatus embodiments are merely illustrative, and for example, a module or a unit may be divided into only one logic function, and may be implemented in other ways, for example, a plurality of units or components may be combined or integrated into another system.

The integrated unit, if implemented in the form of a software functional unit and sold or used as a stand-alone product, may be stored in a computer readable storage medium.

Based on such understanding, all or part of the technical solutions of the embodiments of the present invention may be embodied in the form of software products. The computer software product is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) or a processor to execute all or part of the steps of the method according to the embodiments of the present invention. The storage medium is, for example: a Universal serial bus flash disk (usb disk), a removable hard disk, a ROM, a RAM, a magnetic disk or an optical disk, and other various media capable of storing program codes.

It will be apparent to those skilled in the art that various changes and modifications may be made in the embodiments of the present invention without departing from the scope of the invention. Thus, provided that such modifications and variations of the embodiments of the present invention fall within the scope of the claims of the present invention, it is intended that the embodiments of the present invention also encompass such modifications and variations.

Claims

1. A method for determining a customer experience metric, comprising:

acquiring a service package ordered by a customer and a first consumption order of the customer, and analyzing the service package and the first consumption order to generate an optimized Customer Experience Index (CEI) generation template, wherein the optimized CEI generation template comprises a first customer experience index weight of each payment service in the service package, the first customer experience index weight is used for representing an optimized proportion of the corresponding payment service in all payment services of the service package, and the first consumption order comprises a consumption record of each payment service used by the customer in a first preset time period;

acquiring a second consumption list of the client, and analyzing the second consumption list to determine a key quality index KQI of each paid service, wherein the second consumption list comprises consumption records of each paid service used by the client within a second preset time period;

and calculating the CEI according to the optimized CEI generation template and the KQI of each payment service.

2. The method of claim 1, wherein the analyzing the business package and the first consumption order to generate an optimized CEI generation template comprises:

analyzing each payment service in the service package to generate an initialized CEI generation template, wherein the initialized CEI generation template comprises a second customer experience index weight of each payment service, and the second customer experience index weight is used for representing the initialized proportion of the corresponding payment service in all payment services of the service package;

optimizing the second customer experience index weight of each paid service by using the first consumption order to determine a first customer experience index weight of each paid service;

generating the optimized CEI generation template including the first customer experience index weight for each paid service based on the first customer experience index weight for each paid service.

3. The method of claim 2, wherein the analyzing each paid service in the service package to generate an initialized CEI generation template comprises:

determining a value factor of each payment service, wherein the value factor is used for representing that the client pays the corresponding payment service when no service package is available;

normalizing the value factor of each paid service to determine a second customer experience index weight of each paid service;

generating the initialized CEI generation template including the second customer experience index weight for each paid service based on the second customer experience index weight for each paid service.

4. The method of claim 3, wherein said determining a value factor for said each paid service comprises:

for each of said services for which a payment is made,

acquiring package service volume of the payment service from the service package;

acquiring a charge standard of the payment service;

and taking the product of the price standard of the payment service and the package service volume of the payment service as a value factor of the payment service.

5. The method according to any of claims 1-3, wherein said analyzing said second consumption order to determine said KQI for each paid service comprises:

for each of said services for which a payment is made,

analyzing the consumption record corresponding to the payment service in the second consumption list to determine at least one target cell of the payment service and the service usage amount of the payment service in each target cell of the at least one target cell, wherein the at least one target cell is a cell which is arranged at the front P position in the order of the service usage amount of the payment service from large to small in the cell in which the terminal of the client uses the payment service, and P is more than or equal to 1;

calculating the comprehensive key quality index KQI of each target cell;

and calculating the KQI of the paid service according to the comprehensive KQI of each target cell and the service usage amount of the paid service in each target cell.

6. The method according to claim 5, wherein the calculating the KQI of the charging service according to the integrated KQI of each target cell and the service usage amount of the charging service in each target cell comprises:

calculating the sum of products of the comprehensive KQI of each target cell and the service usage amount of the paid service in the corresponding target cell to determine a first numerical value;

calculating the sum of the service usage of the paid service in each target cell to determine a second value;

and calculating the quotient of the first numerical value and the second numerical value so as to determine the KQI of the paid service.

7. The method of claim 5, wherein the calculating the integrated KQI for each target cell comprises:

for each of said target cells, the cell is,

acquiring target consumption records corresponding to the target cell and the payment service from the second consumption list;

determining the service usage amount of the paid service in the target consumption record;

acquiring key performance indicators KPI corresponding to the target consumption records and the payment service;

and calculating the comprehensive KQI of the target cell according to a preset algorithm, the KPI and the service usage amount of the payment service in the target consumption record.

8. The method of claim 6, wherein the calculating the integrated KQI for each target cell comprises:

for each of said target cells, the cell is,

9. An apparatus for determining a client experience metric, comprising:

the system comprises an acquisition unit, a service package ordered by a customer and a first consumption order of the customer, wherein the first consumption order comprises a consumption record of each payment service used by the customer in the service package within a first preset time period, and a second consumption order of the customer comprises a consumption record of each payment service used by the customer within a second preset time period;

a processing unit, configured to analyze the service package and the first consumption order acquired by the acquisition unit to generate an optimized customer experience index CEI generation template, where the optimized CEI generation template includes a first customer experience index weight of each payment service, and the first customer experience index weight is used to represent an optimized proportion of the corresponding payment service in all payment services of the service package, and to analyze the second consumption order acquired by the acquisition unit to determine a key quality index KQI of each payment service, and to calculate a CEI according to the optimized CEI generation template and the KQI of each payment service.

10. The determination apparatus according to claim 9, wherein the processing unit is specifically configured to:

11. The determination apparatus according to claim 10, wherein the processing unit is specifically configured to:

12. The apparatus according to claim 11, wherein for each payment service, the processing unit is specifically configured to:

acquiring a charge standard of the payment service;

13. The determination apparatus according to any one of claims 9 to 11, wherein the processing unit is specifically configured to:

for each of said services for which a payment is made,

calculating the comprehensive key quality index KQI of each target cell;

14. The apparatus according to claim 13, wherein for the payment service, the processing unit is specifically configured to:

15. The apparatus according to claim 13, wherein for the payment service, the processing unit is specifically configured to:

16. The apparatus according to claim 14, wherein for the payment service, the processing unit is specifically configured to:

17. An apparatus for determining a client experience metric, comprising a communication interface, a processor, and a memory; the communication interface, the processor and the memory are connected through a system bus; the memory is adapted to store computer instructions and the processor is adapted to execute the computer instructions stored by the memory to cause the determining means of the customer experience indicator to perform the determining method of the customer experience indicator as claimed in any one of the preceding claims 1-8.