CN109272188A - Customer Experience assessment authentication application system based on service characteristic - Google Patents
Customer Experience assessment authentication application system based on service characteristic Download PDFInfo
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- CN109272188A CN109272188A CN201810835224.2A CN201810835224A CN109272188A CN 109272188 A CN109272188 A CN 109272188A CN 201810835224 A CN201810835224 A CN 201810835224A CN 109272188 A CN109272188 A CN 109272188A
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
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- G—PHYSICS
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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- G06Q30/01—Customer relationship services
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Abstract
The invention discloses a kind of Customer Experiences based on service characteristic to survey its authentication application system, comprising: first communication module, for receiving certification application；It authenticates evaluation table and obtains module, for obtaining the certification evaluation table of corresponding service item to be certified；Second communication module, for sending the certification list of results for authenticating evaluation table and receiving designated user's feedback to designated user；Service authentication level determination module, for determining authentication grade according to the total score in certification list of results for multiple scorings of multiple projects；Service authentication certificates constructing module, for generating service authentication certificate according to application user information, service item to be certified and authentication grade.The present invention has the advantage that evaluating and testing the certification level that score determines service according to service characteristic, customer is improved to the degree of belief of service authentication, and proposes improvement project for the insufficient of enterprise, to promote the service quality of enterprise.
Description
Technical field
The present invention relates to the conformity assessment technical fields of the current international practice, and in particular to a kind of customer's body based on service characteristic
Test evaluation technology and its authentication application system.
Background technique
With the continuous development of global economy, specific gravity of the service trade in social economy is continuously increased, it may be said that world's warp
Ji has striden into service economy era.Service authentication promotes the important hand of Services Development as a kind of guarantee service quality
Section is received by more and more countries in the world.How the competitiveness of company enhanced by the promotion of service quality
The key point built customer loyalty as enterprise, obtain competitive advantage.Service authentication can carry out the service quality of enterprise
Evaluation, and improvement project is proposed for insufficient.Therefore, by using the conformity assessment technology and methods of the current international practice, carry out clothes
Business certification, can promote the normalization and consistency of service, and service authentication improves customer satisfaction water for promoting service quality
Flat, enhancing service-type firm's competitiveness has very important progradation.
Chinese Enterprises will go to the world, it is necessary to which the upgrading for realizing the industrial structure improves the international competitiveness of consigner.Existing rank
For section since certification consciousness is not yet universal, Some Enterprises still lack the consciousness of service authentication, only to for example organic city of a few industry
Field, sport and after-sale service etc. are authenticated, and not yet form due authentication marketplace scale, therefore China service authentication market
Potential demand it is huge, this provides opportunity for the development of service authentication.Currently, international service authenticates still in its infancy,
The formulation for participating in international service authentication industry rule facilitates the commanding elevation for seizing international service certification, to the service of promotion China
Expanding economy tool has very great significance.
Service authentication field not yet forms complete laws and regulations and authentication system.
Summary of the invention
The present invention is directed at least solve one of above-mentioned technical problem.
For this purpose, it is an object of the invention to propose that a kind of Customer Experience based on service characteristic surveys its authentication application system,
Service can be authenticated.
To achieve the goals above, embodiment of the invention discloses a kind of, and the Customer Experience assessment based on service characteristic is recognized
Demonstrate,prove application system, comprising: first communication module, for receiving certification application, wherein the certification application includes application user's letter
Breath and service item to be certified；It authenticates evaluation table and obtains module, recognize described in the corresponding service item to be certified for obtaining
Demonstrate,prove evaluation table, wherein include multiple assessment items in the certification evaluation table, each assessment item is corresponding with standards of grading and comments
Fraction weight；Second communication module, for sending the certification evaluation table to designated user and receiving what the designated user fed back
Authenticate list of results, wherein the certification list of results includes the certification evaluation table and multiple scorings for the multiple project；
Service authentication level determination module, for the total score according to the multiple scorings for being directed to the multiple project in the certification list of results
Determine authentication grade；Service authentication certificates constructing module, for according to the application user information, the service item to be certified
Service authentication certificate is generated with authentication grade.
Customer Experience according to an embodiment of the present invention based on service characteristic surveys its authentication application system, according to service characteristic
The certification level that score determines service is evaluated and tested, improves customer to the degree of belief of service authentication, and proposes to change for the insufficient of enterprise
Into scheme, to promote the service quality of enterprise.
In addition, the Customer Experience based on service characteristic according to the above embodiment of the present invention surveys its authentication application system
System, can also have the following additional technical features:
Optionally, the certification evaluation table is the national evaluation criterion or industry evaluation according to the information on services to be certified
What standard generated.
Optionally, the application user information includes the legal status for applying for user, obligation proves, manpower technical resource is believed
The blueprint and service product that breath, physical location, quasi- assessment service.
Optionally, further includes: authentication module, for application user cell-phone number or WeChat ID as authentication
Condition authenticates the identity of the application user；Memory module, for storing the application user information；Rights management mould
Block, for reading permission to the application user information setting of storage；Suggestion feedback module, for receiving feedback opinion.
Optionally, the total score of the certification evaluation table is 100 points, and the service authentication level determination module is specifically used for:
It is 76-80 timesharing in the overall scores of the certification list of results, determines that authentication grade is A grades；In the assembly of the certification list of results
Achievement is 81-85 timesharing, determines that authentication grade is AA grades；It is 86-90 timesharing in the overall scores of the certification list of results, determines certification
Grade is AAA grades；It is 91-85 timesharing in the overall scores of the certification list of results, determines that authentication grade is AAAA grades；Recognize described
The overall scores for demonstrate,proving list of results is 96-100 timesharing, determines that authentication grade is AAAAA grades.Optionally,
Optionally, the authentication grade determining module is specifically used for using Cologne Bach to data in the certification list of results
Y-factor method Y carries out data check, to verify the validity of data.
Optionally, the certification evaluation table is 5 point type scale of Li Kete.
Optionally, the authentication grade determining module is specifically used for proposing the data progress data in the certification list of results
Structural data is taken, converted and loaded into, obtains the certification achievement after carrying out data statistics, analysis, calculating and data check
The overall scores of table.
Additional aspect and advantage of the invention will be set forth in part in the description, and will partially become from the following description
Obviously, or practice through the invention is recognized.
Detailed description of the invention
Above-mentioned and/or additional aspect of the invention and advantage will become from the description of the embodiment in conjunction with the following figures
Obviously and it is readily appreciated that, in which:
Fig. 1 is the structural frames of the Customer Experience assessment authentication application system based on service characteristic of one embodiment of the invention
Figure.
Specific embodiment
The embodiment of the present invention is described below in detail, examples of the embodiments are shown in the accompanying drawings, wherein from beginning to end
Same or similar label indicates same or similar element or element with the same or similar functions.Below with reference to attached
The embodiment of figure description is exemplary, and for explaining only the invention, and is not considered as limiting the invention.
In the description of the present invention, it is to be understood that, term " center ", " longitudinal direction ", " transverse direction ", "upper", "lower",
The orientation or positional relationship of the instructions such as "front", "rear", "left", "right", "vertical", "horizontal", "top", "bottom", "inner", "outside" is
It is based on the orientation or positional relationship shown in the drawings, is merely for convenience of description of the present invention and simplification of the description, rather than instruction or dark
Show that signified device or element must have a particular orientation, be constructed and operated in a specific orientation, therefore should not be understood as pair
Limitation of the invention.In addition, term " first ", " second " are used for description purposes only, it is not understood to indicate or imply opposite
Importance.
In the description of the present invention, it should be noted that unless otherwise clearly defined and limited, term " installation ", " phase
Even ", " connection " shall be understood in a broad sense, for example, it may be being fixedly connected, may be a detachable connection, or be integrally connected；It can
To be mechanical connection, it is also possible to be electrically connected；It can be directly connected, can also can be indirectly connected through an intermediary
Connection inside two elements.For the ordinary skill in the art, above-mentioned term can be understood at this with concrete condition
Concrete meaning in invention.
Referring to following description and drawings, it will be clear that these and other aspects of the embodiment of the present invention.In these descriptions
In attached drawing, some particular implementations in the embodiment of the present invention are specifically disclosed, to indicate to implement implementation of the invention
Some modes of the principle of example, but it is to be understood that the scope of embodiments of the invention is not limited.On the contrary, of the invention
Embodiment includes all changes, modification and the equivalent fallen within the scope of the spirit and intension of attached claims.
The present invention is described below in conjunction with attached drawing.
Fig. 1 is the structural frames of the Customer Experience assessment authentication application system based on service characteristic of one embodiment of the invention
Figure.As shown in Figure 1, the Customer Experience in service characteristic of the embodiment of the present invention surveys its authentication application system, including the first communication
Module 100, certification evaluation table, which obtain module 200, second communication module 300, service authentication level determination module 400 and service, to be recognized
Demonstrate,prove certificates constructing module 500.
Wherein, first communication module 100 is used to receive the certification application of user's transmission.First communication module 100 is and Shen
It please the module that is communicated of user.Wherein, certification application includes that application user information and service item user to be certified can be
Service class enterprise.Certification application includes application user information and service item to be certified.
In one embodiment of the invention, application user information includes the legal status for applying for user, obligation proof, people
The blueprint and service product that power technical resource information, physical location, quasi- assessment service.
Certification evaluation table obtains the certification evaluation table that module 200 is used to obtain corresponding service item to be certified.Wherein, it authenticates
It include multiple assessment items in evaluation table, each assessment item is corresponding with standards of grading and scoring weight.
In one embodiment of the invention, certification evaluation table be according to the national evaluation criterion of information on services to be certified or
What industry evaluation standard generated.For example, if obtaining the country of automobile leasing service when project to be certified is that automobile leasing services
Standard or professional standard generate corresponding certification evaluation table.Wherein, the assessment item for authenticating evaluation table may include hospitalit
Project, the project that accepts of hiring a car, handover project of dispatching a car and four large projects with vehicle project, and different power is assigned to each project
Weight, such as when the total score of certification evaluation table is 100 timesharing, the total score of hospitalit project can be 15 points, hire a car and accept project
Total score can be 19 points, dispatching a car joins the total score of project and can be 27 points, can be 25 points with the total score of vehicle project.Wherein,
Above-mentioned four large project further includes corresponding small project, and compares each small project and set corresponding score value and specific scoring mark
It is quasi-.
In one embodiment of the invention, certification evaluation table is 5 point type scale of Li Kete, facilitates reviewer according to tool
Body standards of grading are evaluated.
After certification evaluation table acquisition module 200 has obtained certification evaluation table, second communication module 300 sends it to specified
User.Wherein, designated user is the auditor of profession.Auditor carries out service item to be certified according to certification evaluation table and carries out body
After testing evaluation, score each project.Then scoring is filled in certification evaluation table and generates certification list of results.
Service authentication level determination module 400 for receive certification list of results, then to certification list of results in data into
Row data are extracted, (unit/format) conversion and load are at structural data, then to progress data statistics, analysis, calculating sum number
According to the overall scores for obtaining certification list of results after verification.Wherein, data check is carried out using Cologne Bach's Y-factor method Y.Only when data have
When effect, service authentication level determination module 400 just saves data and comments according in certification list of results for the multiple of multiple projects
The total score divided determines authentication grade.
In one embodiment of the invention, the total score for authenticating evaluation table is 100 points, service authentication level determination module tool
Body is used for:
It is 76-80 timesharing in the overall scores of certification list of results, determines that authentication grade is A grades；
It is 81-85 timesharing in the overall scores of certification list of results, determines that authentication grade is AA grades；
It is 86-90 timesharing in the overall scores of certification list of results, determines that authentication grade is AAA grades；
It is 91-85 timesharing in the overall scores of certification list of results, determines that authentication grade is AAAA grades；
It is 96-100 timesharing in the overall scores of certification list of results, determines that authentication grade is AAAAA grades.
Service authentication certificates constructing module 500 is used for according to application user information, service item to be certified and authentication grade
Generate service authentication certificate.It is provided to the user that application is authenticated.
In one embodiment of the invention, the Customer Experience assessment authentication application system based on service characteristic further includes body
Part authentication module, memory module, authority management module and suggestion feedback module.
Wherein, authentication module is used for the cell-phone number or WeChat ID of application user as authentication condition to application
The identity of user authenticates.Memory module, can be with authentication storage result for storing application user information.Rights management mould
Block is used to read permission to the application user information setting of storage, and only allowing the user with permission just can read applicant's
Information and authentication result.Suggestion feedback module, can be to based on service characteristic for feedback opinion for receiving feedback opinion
Customer Experience assessment authentication application system is adjusted.
Customer Experience according to an embodiment of the present invention based on service characteristic surveys its authentication application system, according to service characteristic
The certification level that score determines service is evaluated and tested, improves customer to the degree of belief of service authentication, and proposes to change for the insufficient of enterprise
Into scheme, to promote the service quality of enterprise.
In addition, the Customer Experience based on service characteristic of the embodiment of the present invention survey other compositions of its authentication application system with
And effect be all for a person skilled in the art it is known, in order to reduce redundancy, do not repeat them here.
In the description of this specification, reference term " one embodiment ", " some embodiments ", " example ", " specifically show
The description of example " or " some examples " etc. means specific features, structure, material or spy described in conjunction with this embodiment or example
Point is included at least one embodiment or example of the invention.In the present specification, schematic expression of the above terms are not
Centainly refer to identical embodiment or example.Moreover, particular features, structures, materials, or characteristics described can be any
One or more embodiment or examples in can be combined in any suitable manner.
Although an embodiment of the present invention has been shown and described, it will be understood by those skilled in the art that: not
A variety of change, modification, replacement and modification can be carried out to these embodiments in the case where being detached from the principle of the present invention and objective, this
The range of invention is by claim and its equivalent limits.
Claims (8)
1. a kind of Customer Experience assessment authentication application system based on service characteristic characterized by comprising
First communication module, for receiving certification application, wherein the certification application includes application user information and clothes to be certified
Business project；
It authenticates evaluation table and obtains module, for obtaining the certification evaluation table of the corresponding service item to be certified, wherein institute
Stating includes multiple assessment items in certification evaluation table, and each assessment item is corresponding with standards of grading and scoring weight；
Second communication module, for sending the certification for authenticating evaluation table and receiving designated user's feedback to designated user
List of results, wherein the certification list of results includes the certification evaluation table and multiple scorings for the multiple project；
Service authentication level determination module, for according to the multiple scorings for being directed to the multiple project in the certification list of results
Total score determines authentication grade；
Service authentication certificates constructing module, for according to the application user information, the service item to be certified and certification etc.
Grade generates service authentication certificate.
2. the Customer Experience according to claim 1 based on service characteristic surveys its authentication application system, which is characterized in that institute
Stating certification evaluation table is generated according to the national evaluation criterion or industry evaluation standard of the information on services to be certified.
3. the Customer Experience assessment authentication application system according to claim 1 based on service characteristic, which is characterized in that institute
Stating application user information includes the legal status for applying for user, voluntary proof, manpower technical resource information, physical location, quasi- survey
Comment the blueprint and service product of service.
4. the Customer Experience assessment authentication application system according to claim 1 based on service characteristic, which is characterized in that also
Include:
Authentication module, for application user cell-phone number or WeChat ID as authentication condition to the application user
Identity authenticated；
Memory module, for storing the application user information；
Authority management module, for reading permission to the application user information setting of storage；
Suggestion feedback module, for receiving feedback opinion.
5. the Customer Experience assessment authentication application system according to claim 1 based on service characteristic, which is characterized in that institute
The total score for stating certification evaluation table is 100 points, and the service authentication level determination module is specifically used for:
It is 76-80 timesharing in the overall scores of the certification list of results, determines that authentication grade is A grades；
It is 81-85 timesharing in the overall scores of the certification list of results, determines that authentication grade is AA grades；
It is 86-90 timesharing in the overall scores of the certification list of results, determines that authentication grade is AAA grades；
It is 91-85 timesharing in the overall scores of the certification list of results, determines that authentication grade is AAAA grades；
It is 96-100 timesharing in the overall scores of the certification list of results, determines that authentication grade is AAAAA grades.
6. the Customer Experience assessment authentication application system according to claim 1 based on service characteristic, which is characterized in that institute
Authentication grade determining module is stated to be specifically used for carrying out data school using Cologne Bach Y-factor method Y to data in the certification list of results
It tests, to verify the validity of data.
7. the Customer Experience assessment authentication application system according to claim 3 based on service characteristic, which is characterized in that institute
Stating certification evaluation table is 5 point type scale of Li Kete.
8. the Customer Experience assessment authentication application system according to claim 1 based on service characteristic, which is characterized in that institute
Authentication grade determining module is stated to be specifically used for carrying out data extraction, conversion and load into knot to the data in the certification list of results
Structure data obtain the overall scores of the certification list of results after carrying out data statistics, analysis, calculating and data check.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201810835224.2A CN109272188A (en) | 2018-07-26 | 2018-07-26 | Customer Experience assessment authentication application system based on service characteristic |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201810835224.2A CN109272188A (en) | 2018-07-26 | 2018-07-26 | Customer Experience assessment authentication application system based on service characteristic |
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| CN201810835224.2A Pending CN109272188A (en) | 2018-07-26 | 2018-07-26 | Customer Experience assessment authentication application system based on service characteristic |
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Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2016054496A1 (en) * | 2014-10-02 | 2016-04-07 | Bojanova Dinka | Un-biased curation system for luxury product or service certification |
| CN105844516A (en) * | 2016-05-26 | 2016-08-10 | 龙官波 | Method and device for evaluating enterprise credit |
| CN107169895A (en) * | 2017-03-31 | 2017-09-15 | 中国认证认可协会 | The service authentication perceived based on Customer Experience participates in collaborative inspection system in many ways |
| CN107633473A (en) * | 2017-08-17 | 2018-01-26 | 王勤志 | Service assessment indicator Validity ensuring method based on virtual reality |
-
2018
- 2018-07-26 CN CN201810835224.2A patent/CN109272188A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2016054496A1 (en) * | 2014-10-02 | 2016-04-07 | Bojanova Dinka | Un-biased curation system for luxury product or service certification |
| CN105844516A (en) * | 2016-05-26 | 2016-08-10 | 龙官波 | Method and device for evaluating enterprise credit |
| CN107169895A (en) * | 2017-03-31 | 2017-09-15 | 中国认证认可协会 | The service authentication perceived based on Customer Experience participates in collaborative inspection system in many ways |
| CN107633473A (en) * | 2017-08-17 | 2018-01-26 | 王勤志 | Service assessment indicator Validity ensuring method based on virtual reality |
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