CN112907100A

CN112907100A - Service demand measuring method and device and electronic equipment

Info

Publication number: CN112907100A
Application number: CN202110255079.2A
Authority: CN
Inventors: 常乐贵; 李洋
Original assignee: Beijing Zebra C Data Technology Co ltd
Current assignee: Beijing Zebra C Data Technology Co ltd
Priority date: 2021-03-09
Filing date: 2021-03-09
Publication date: 2021-06-04

Abstract

One or more embodiments of the present specification disclose a method, an apparatus, and an electronic device for measuring service requirements, where the method includes: collecting an evaluation data set fed back by a client aiming at a target service set by a specific service; extracting a plurality of reference value service demands from the evaluation dataset; determining a hierarchy of each service demand in a preset measurement model based on the evaluation data set, wherein the hierarchy is used for reflecting the demand degree of the corresponding service demand in the target service; and outputting and displaying the levels of all the required services of the target service in a preset measurement model, thereby carrying out hierarchical measurement analysis on the customer requirements by using a three-dimensional evaluation model, increasing the time dimension and updating the measurement result in time, visually and accurately displaying the level change of various customer requirements, facilitating the timely, rapid and convenient acquisition of the level result of the customer requirements by a supplier, and further reasonably adjusting the service business.

Description

Service demand measuring method and device and electronic equipment

Technical Field

The present invention relates to the technical field of computers and big data, and in particular, to a method and an apparatus for measuring service requirements, and an electronic device.

Background

With the rapid development of the automobile industry, the customer experience era comes. Automobile manufacturers pay attention to customer requirements, good customer experience is an important means for improving core competitiveness of automobile enterprises, and the improvement of customer experience by fully knowing different customer requirements becomes more important.

Currently, the automotive industry has a great deal of customer feedback, wherein the content of the customer-focused feedback can generally reflect the service requirements of the customer. Simple data display is directly performed through quantification of customer feedback, and hierarchical changes among various customer requirements cannot be visually seen.

Disclosure of Invention

One or more embodiments of the present disclosure provide a method, an apparatus, and an electronic device for measuring a service demand, which perform hierarchical measurement and analysis on a customer demand by using a three-dimensional evaluation model, increase a time dimension, update a measurement result in time, visually and accurately display the hierarchical changes of various customer demands, and facilitate a provider to obtain a hierarchical result of the customer demand in time, quickly, and conveniently, thereby adjusting a service business reasonably.

To solve the above technical problem, one or more embodiments of the present specification are implemented as follows:

in a first aspect, a method for measuring service requirements is provided, including:

acquiring an evaluation data set fed back by a client aiming at a target service set by a specific service, wherein the target service comprises various service requirements;

determining a hierarchy of each service demand with reference value in a preset measurement model based on the evaluation data set, wherein the hierarchy is used for reflecting the demand degree of the corresponding service demand in the target service;

and outputting and displaying the levels of all the required services of the target service in a preset measurement model.

In a second aspect, a device for measuring service requirements is provided, including:

the system comprises a data acquisition module, a service processing module and a service processing module, wherein the data acquisition module is used for acquiring an evaluation data set fed back by a client aiming at a target service set by a specific service, and the target service comprises various service requirements;

the hierarchy determining module is used for determining the hierarchy of each service demand with reference value in a preset measurement model based on the evaluation data set, wherein the hierarchy is used for reflecting the demand degree of the corresponding service demand in the target service;

and the result display module outputs and displays the hierarchy of all required services of the target service in a preset measurement model.

In a third aspect, an electronic device is provided, including:

a processor; and

a memory arranged to store computer executable instructions that, when executed, cause the processor to perform:

In a fourth aspect, a computer-readable storage medium is presented, storing one or more programs which, when executed by an electronic device comprising a plurality of application programs, cause the electronic device to perform:

As can be seen from the technical solutions provided by one or more embodiments of the present specification, an evaluation data set fed back by a client for a target service set for a specific service is collected; extracting a plurality of reference value service demands from the evaluation dataset; determining a hierarchy of each service demand in a preset measurement model based on the evaluation data set, wherein the hierarchy is used for reflecting the demand degree of the corresponding service demand in the target service; and outputting and displaying the levels of all the required services of the target service in a preset measurement model, thereby carrying out hierarchical measurement analysis on the customer requirements by using a three-dimensional evaluation model, increasing the time dimension and updating the measurement result in time, visually and accurately displaying the level change of various customer requirements, facilitating the timely, rapid and convenient acquisition of the level result of the customer requirements by a supplier, and further reasonably adjusting the service business.

Drawings

In order to more clearly illustrate one or more embodiments or prior art solutions of the present specification, reference will now be made briefly to the attached drawings, which are needed in the description of one or more embodiments or prior art, and it should be apparent that the drawings in the description below are only some of the embodiments described in the specification, and that other drawings may be obtained by those skilled in the art without inventive exercise.

Fig. 1 is a schematic diagram illustrating a step of a method for measuring service requirements according to an embodiment of the present disclosure.

Fig. 2 is a specific implementation of step 106 provided by an embodiment of the present specification.

Fig. 3 is a second schematic step diagram of a method for measuring service requirements according to an embodiment of the present disclosure.

Fig. 4a and 4b are schematic diagrams of measurement models of service requirements provided by embodiments of the present specification.

Fig. 5 is a schematic diagram of a measurement model of service demand based on a time dimension, provided by an embodiment of the present specification.

Fig. 6 is a schematic structural diagram of a service demand measurement device provided in an embodiment of the present specification.

Fig. 7 is a schematic structural diagram of an electronic device provided in an embodiment of the present specification.

Detailed Description

In order to make the technical solutions in the present specification better understood, the technical solutions in one or more embodiments of the present specification will be clearly and completely described below with reference to the accompanying drawings in one or more embodiments of the present specification, and it is obvious that the one or more embodiments described are only a part of the embodiments of the present specification, and not all embodiments. All other embodiments that can be derived by a person skilled in the art from one or more of the embodiments described herein without making any inventive step shall fall within the scope of protection of this document.

Considering that the automobile industry has a great deal of customer feedback, the content of the customer centralized feedback reflects the service requirements of the customer. The feedback content of the client can be abstracted into different requirements, the different requirements have different influences on the experience and the experience of the client, the necessary requirements of the client are preferentially met, the requirements which can greatly improve the experience of the client are mined as much as possible and met as much as possible, the different requirements are divided into different levels, and the service process of the manufacturer and the dealer can be better helped to be rapidly improved. Meanwhile, the customer requirements change on the time axis all the time, the changes are captured in time, and effective countermeasures are established, so that the problem of great concern of manufacturers and distributors is solved. Under the background, a set of measurement scheme for analyzing the customer service requirement hierarchy is provided, and the hierarchy of customer requirements is visually embodied.

The application is mainly improved by the following aspects:

in a first aspect, a reference value of a service requirement is extracted from an evaluation dataset. Specifically, a service demand coding system can be set up, and a large amount of evaluation data in text form fed back corresponding to a plurality of service demands are converted into service demands having influence on target services (for example, services such as automobile sales, house sales and the like) through an internal coding platform.

In a second aspect, an analytical model tool is built. The service requirement level measurement tool can be specifically established based on a preset measurement model (specifically based on a coordinate system). The customer requirements are classified and prioritized, and a nonlinear relationship between the customer requirements and the customer satisfaction is embodied on the basis of analyzing the influence of the customer requirements on the customer satisfaction.

In a third aspect, the time dimension is increased to show the hierarchical change of service demands in different periods. As customer needs change all the time in the time dimension, it is necessary to show these changes in the time dimension for vendors and distributors to capture them in a timely manner.

The service requirement measurement scheme referred to in this specification is described in detail below with specific examples.

Example one

Referring to fig. 1, a schematic step diagram of a method for measuring service requirements provided for the embodiment of the present specification is to understand that the method may be applied to a measurement apparatus integrated in a software form, and the measurement apparatus may specifically be a measurement device (server or terminal device) for measuring service requirements. The measuring method may include the steps of:

step 102: and collecting an evaluation data set fed back by the client aiming at the target service set by the specific service.

In the embodiment of the present specification, the specific service may be in the automobile field, the real estate field, or other service scenarios involving transactions. The target service may be a specific service under the specific business, for example, a specific service scenario of automobile sales, automobile repair, and the like.

Generally, the customer makes a feedback evaluation based on the service provided by the supplier, and evaluation data is obtained. The rating data set may be a set of rating data fed back for the same target service in text form.

Step 104: a plurality of reference value service requirements are extracted from the evaluation dataset.

Specifically, a plurality of service requirements included in the target service can be obtained by using machine coding, and a plurality of service requirements having influence on the target service can be extracted from the evaluation data set based on the service requirements. For example, service requirements that score in a particular interval may be extracted. It should be understood that service demands are only exposed to greater impact on the target service when their scores are too low or too high, and therefore, the service demands that have greater impact on the target service should be extracted from the evaluation dataset.

Step 106: determining a hierarchy of each service demand in a preset measurement model based on the evaluation data set, wherein the hierarchy is used for reflecting the demand degree of the corresponding service demand in the target service.

In this embodiment, referring to fig. 2, step 106 specifically includes:

step 1062: determining a position of each service demand in a preset measurement model by using the evaluation data set, wherein a transverse axis in the preset measurement model represents a negative score, and a longitudinal axis in the preset measurement model represents a positive score;

specifically, an evaluation score corresponding to a service demand with a reference value may be screened from the evaluation data set, where the evaluation score of the service demand with the reference value falls within a preset score interval; performing for each service requirement respectively: calculating the ratio of the negative-going scoring number in the service requirement to the total negative-going scoring number in all the service requirements, and calculating the ratio of the positive-going scoring number in the service requirement to the total positive-going scoring number in all the service requirements; and determining the position coordinate of the service demand based on the number proportion of the negative scores and the number proportion of the positive scores in the service demand.

Step 1064: taking an average value or a median obtained by transverse position value calculation based on all service requirements as a transverse segmentation central line of the model;

step 1066: taking an average value or a median obtained by longitudinally calculating position values based on all service requirements as a longitudinal segmentation central line of the model;

step 1068: and dividing the positions of different service demands in the preset measurement model into levels represented by different quadrants based on the transverse segmentation center line and the longitudinal segmentation center line.

Step 108: and outputting and displaying the levels of all the required services of the target service in a preset measurement model.

Optionally, referring to fig. 3, when the evaluation data set is evaluation data of different service periods fed back based on the same service demand, the method further includes:

step 110: and displaying the hierarchical relationship of each service requirement obtained based on different service periods in a preset measurement model, wherein the hierarchical relationship reflects the influence change of each service requirement in different service periods.

Optionally, the plurality of service demands are defined as a plurality of secondary demand indicators, or alternatively, as a plurality of primary demand indicators. Wherein the content of the first and second substances,

the primary demand indicators may include: the system has the advantages of timely reception, enthusiasm/good-looking reception attitude, positive understanding/solving of your problems, reliable integrity, professional answer to questions asked by clients, effective proposed professions, professional service technology of technicians, friendly service attitude of technicians, normative tool/procedure specialty, thorough problem solution, good maintenance effect, meticulous and conscientious maintenance work, reasonable waiting time for formal reception when sending vehicles, reasonable maintenance work time, reasonable service station residence time, reasonable geographic position, convenient traffic roads, abundant supply of in-store beverages, clear and in-place maintenance required project explanation, no over-sales of maintenance projects/accessories, reasonable labor cost, reasonable spare part cost and the like.

The secondary demand indicators may include: personnel performance, quality of service, time of service, dealer facility and geographic location, charge rationality and transparency, etc.

Optionally, the preset measurement model is divided into 4 quadrants: a first quadrant representing a base demand level; a second quadrant representing a significant demand level; a third quadrant representing an charm demand level; representing the fourth quadrant of the secondary demand hierarchy. Under the measuring tool, service demands are visually layered and prioritized, and basic demands are important demands > charm demands > secondary demands.

Optionally, each service demand is displayed in a preset measurement model in the form of a bubble, wherein the size of the bubble indicates a net positive evaluation rate of the service demand, and an empty bubble indicates that the net positive evaluation rate is a negative value.

Next, the protocol is described and analyzed in two specific examples. The service scene is an automobile sales service scene.

Example (1)

< data Collection >

And (4) collecting the recommendation degree scores of the after-sale service customers of the large automobile brands in 2017 and text feedback of about 10 ten thousand, namely about 250 ten thousand characters. Wherein, the recommendation degree of each service requirement is scored as 1-10 scores, ten scores.

< machine encoding >

And (3) acquiring after-sales code secondary demand indexes (each index has positive direction and negative direction) by using a machine coding NLP model, and classifying 21 secondary demand indexes into 5 primary demand indexes.

< measuring tool plane setting >

The evaluation data with the recommendation degree score (namely, the evaluation score) of [1,6] or [9,10] is selected from the evaluation data of a plurality of service demands.

In an orthogonal coordinate system (preset measurement model), when the positive part of the horizontal axis is defined as the proportion of the negative scores of a certain service demand in all the negative scores when the evaluation score is [1,6], and when the positive part of the vertical axis is defined as the proportion of the positive scores of the service demand in all the positive scores when the evaluation score is [9,10 ].

For example, for a service requirement of a service technical specialty of a technician, there are 30 forward scores, and 100 total forward scores in all service requirements; the negative scores are 20, and the total negative scores in all the service requirements are 200; then the abscissa of the service requirement is 30/100, i.e. 0.3; the ordinate of the vertical axis is 20/200, namely 0.1; the location coordinates of the service requirement in the preset measurement model, i.e., (0.3, 0.1), can determine the location of the service requirement.

In the above manner, the position in the measurement model is determined for all service requirements.

Then, summing and averaging the horizontal coordinates of all the service requirements to obtain a transverse tangent line, and summing and averaging the vertical coordinates of all the service requirements to obtain a longitudinal tangent line; or, the horizontal split line is obtained by the median of the abscissa of all the service requirements, and the vertical split line is obtained by the median of the ordinate of all the service requirements.

For example, assume that the locations of all 5 service demands are determined, wherein service demand 1 location coordinate (0.5, 0.7), service demand 2 location coordinate (0.1, 0.4), service demand 3 location coordinate (0.5, 0.2), service demand 4 location coordinate (0.3, 0.7), service demand 5 location coordinate (0.2, 0.1). The transverse tangent line is (0.5+0.1+0.5+0.3+0.2)/5 is 0.32; the longitudinal split line was (0.7+0.4+0.2+0.3+0.2)/5 ═ 0.36.

On the basis, the measurement model is divided into four areas based on the transverse dividing line and the longitudinal dividing line, and different service requirements respectively fall into different quadrants of the measurement tool as shown in fig. 4; the first quadrant is the basic demand area: when these demands are met, the customer considers that it is a matter of course, and when the demands are not met, complaints can be carried out; the second quadrant is the important demand area: when these demands are met, the customers tend to give high scores, and when these demands are not met, the customers tend to give low scores; the third quadrant is charm demand area: when these demands are met, customers tend to give high scores, and when these demands are not met, customers generally do not complain about; the fourth quadrant is the secondary demand area, and when these demands are met, there is no obvious promotion effect on the high scores given by the customers, and when these demands are met, the customers can also accept the demands. Wherein, the size of the air bubble: the net raise rate representing the demand, i.e. (number of raises-number of critics)/total number of feedback of the demand. The empty bubbles represent that the net upwelling rate is negative, i.e. the number of critics is greater than the number of upwelling.

If the maintenance effect is good, the basic requirement is met; the charge is uniform and transparent, which is an important requirement; the professional ability is strong as the charm requirement; traffic convenience is a secondary requirement. Meanwhile, the two items of reasonable spare part cost and reasonable working hour cost are net raise rate negative values, namely the criticizing quantity is greater than the raise quantity.

Table 1: example of attribute parameters of 21 service demands in a measurement model

Thus, the level of service demand can be measured by the measurement model obtained by four quadrants as shown in fig. 4a and 4b, which is convenient for the service party to adjust and acquire the key service demand having influence in the sales service, provide better service for the customer, and improve the business efficiency and service level.

Example 2

< data Collection >

After-sale service customer recommendation scores of three years from 2017 to 2019 of each large automobile brand are collected, and about 10 ten thousand of scores and about 250 ten thousand of characters are fed back through texts. Wherein, the recommendation degree of each service requirement is scored as 1-10 scores, ten scores.

< machine encoding >

And (3) acquiring after-sales code secondary demand indexes (each index has positive direction and negative direction) by using a machine coding NLP model, and classifying 21 secondary demand indexes into 5 primary demand indexes. Specific reference is made to example (i).

< measuring tool plane setting >

Specifically, referring to the manner of the example i, all the service requirements are shown in the measurement model, and as shown in fig. 5, there are two points to be described:

first, evaluation data relating to three years is considered, and therefore, when determining the position of a service demand in a measurement model, calculation is performed based on the evaluation data of the present year without concerning the evaluation data of other years.

Second, when the quadrant is divided after the positions of all the service demands of three years are determined, the total of the evaluation data of the three years should be calculated. Wherein, the positions of the same service requirement in different years can be represented by different marks for differentiation.

On the basis of a measuring tool, a time dimension can be added, attribute changes of customer requirements are analyzed on a time axis, for example, a first-level index of the service requirements is taken as an example, the attribute changes of the same service requirements for three consecutive years are observed, for example, the performance of personnel rises from the basic requirements to the important requirements, and the charge rationality and the transparency fall from the important requirements to the basic requirements. The manufacturer and the dealer can adjust the service strategy in time according to the attribute change of the requirement so as to meet the requirement of the client to the maximum extent.

Table 2: example of attribute parameters of 21 service demands in a measurement model

The method comprises the steps of collecting an evaluation data set fed back by a client aiming at a target service set by a specific service; extracting a plurality of reference value service demands from the evaluation dataset; determining a hierarchy of each service demand in a preset measurement model based on the evaluation data set, wherein the hierarchy is used for reflecting the demand degree of the corresponding service demand in the target service; and outputting and displaying the levels of all the required services of the target service in a preset measurement model, thereby carrying out hierarchical measurement analysis on the customer requirements by using a three-dimensional evaluation model, increasing the time dimension and updating the measurement result in time, visually and accurately displaying the level change of various customer requirements, facilitating the timely, rapid and convenient acquisition of the level result of the customer requirements by a supplier, and further reasonably adjusting the service business.

Example two

Referring to fig. 6, a schematic structural diagram of a service requirement measurement apparatus provided in an embodiment of the present disclosure includes:

a data acquisition module 602, configured to acquire an evaluation data set fed back by a client for a target service set by a specific service;

a requirement extraction module 604 for extracting a plurality of reference-valued service requirements from the evaluation dataset;

a hierarchy determining module 606, configured to determine, based on the evaluation data set, a hierarchy of each service requirement in a preset measurement model, where the hierarchy is used to reflect a degree of demand of the corresponding service requirement in the target service;

and a result display module 608, configured to output and display a hierarchy of all required services of the target service in a preset measurement model.

Optionally, as an embodiment, the hierarchy determining module 606 is specifically configured to:

determining a position of each service demand in a preset measurement model by using the evaluation data set, wherein a transverse axis in the preset measurement model represents a negative score, and a longitudinal axis in the preset measurement model represents a positive score;

taking an average value or a median obtained by transverse position value calculation based on all service requirements as a transverse segmentation central line of the model;

taking an average value or a median obtained by longitudinally calculating position values based on all service requirements as a longitudinal segmentation central line of the model;

and dividing the positions of different service demands in the preset measurement model into levels represented by different quadrants based on the transverse segmentation center line and the longitudinal segmentation center line.

In a specific implementation manner of the embodiment of the present specification, when determining the position of each service requirement in the preset measurement model by using the evaluation data, the hierarchy determining module 606 is specifically configured to:

screening an evaluation score corresponding to the service demand with the reference value from the evaluation data set, wherein the evaluation score of the service demand with the reference value falls into a preset evaluation interval;

performing for each service requirement respectively: calculating the ratio of the negative-going scoring number in the service requirement to the total negative-going scoring number in all the service requirements, and calculating the ratio of the positive-going scoring number in the service requirement to the total positive-going scoring number in all the service requirements;

and determining the position coordinate of the service demand based on the number proportion of the negative scores and the number proportion of the positive scores in the service demand.

In another specific implementation manner of the embodiment of the present specification, the result display module is further configured to:

and displaying the hierarchical relationship of each service requirement obtained based on different service periods in a preset measurement model, wherein the hierarchical relationship reflects the influence change of each service requirement in different service periods.

In yet another specific implementation manner of the embodiments of the present specification, the plurality of service requirements are defined as a plurality of secondary requirement indicators or defined as a plurality of primary requirement indicators.

In another specific implementation manner of the embodiment of the present specification, the preset measurement model is divided into 4 quadrants: a first quadrant representing a base demand level; a second quadrant representing a significant demand level; a third quadrant representing an charm demand level; representing the fourth quadrant of the secondary demand hierarchy.

In a further specific implementation manner of the embodiment of the present specification, each service requirement is displayed in a preset measurement model in the form of a bubble, wherein the size of the bubble indicates a net positive evaluation rate of the service requirement, and an empty bubble indicates that the net positive evaluation rate is a negative value.

EXAMPLE III

Fig. 7 is a schematic structural diagram of an electronic device according to an embodiment of the present specification. Referring to fig. 7, at a hardware level, the electronic device includes a processor, and optionally further includes an internal bus, a network interface, and a memory. The Memory may include a Memory, such as a Random-Access Memory (RAM), and may further include a non-volatile Memory, such as at least 1 disk Memory. Of course, the electronic device may also include hardware required for other services.

The processor, the network interface, and the memory may be connected to each other via an internal bus, which may be an ISA (Industry Standard Architecture) bus, a PCI (Peripheral Component Interconnect) bus, an EISA (Extended Industry Standard Architecture) bus, or the like. The bus may be divided into an address bus, a data bus, a control bus, etc. For ease of illustration, only one double-headed arrow is shown in FIG. 7, but this does not indicate only one bus or one type of bus.

And the memory is used for storing programs. In particular, the program may include program code comprising computer operating instructions. The memory may include both memory and non-volatile storage and provides instructions and data to the processor.

The processor reads the corresponding computer program from the non-volatile memory into the memory and runs the computer program to form the measuring device on the logic level. The processor is used for executing the program stored in the memory and is specifically used for executing the following operations:

collecting an evaluation data set fed back by a client aiming at a target service set by a specific service;

extracting a plurality of reference value service demands from the evaluation dataset;

determining a hierarchy of each service demand in a preset measurement model based on the evaluation data set, wherein the hierarchy is used for reflecting the demand degree of the corresponding service demand in the target service;

The method performed by the apparatus according to the embodiment disclosed in the present specification can be applied to or implemented by a processor. The processor may be an integrated circuit chip having signal processing capabilities. In implementation, the steps of the above method may be performed by integrated logic circuits of hardware in a processor or instructions in the form of software. The Processor may be a general-purpose Processor, including a Central Processing Unit (CPU), a Network Processor (NP), and the like; but also Digital Signal Processors (DSPs), Application Specific Integrated Circuits (ASICs), Field Programmable Gate Arrays (FPGAs) or other Programmable logic devices, discrete Gate or transistor logic devices, discrete hardware components. The methods, steps, and logic blocks disclosed in one or more embodiments of the present specification may be implemented or performed. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like. The steps of a method disclosed in connection with one or more embodiments of the present disclosure may be embodied directly in hardware, in a software module executed by a hardware decoding processor, or in a combination of the hardware and software modules executed by a hardware decoding processor. The software module may be located in ram, flash memory, rom, prom, or eprom, registers, etc. storage media as is well known in the art. The storage medium is located in a memory, and a processor reads information in the memory and completes the steps of the method in combination with hardware of the processor.

The electronic device may also execute the method of fig. 1 and implement the functions of the corresponding apparatus in the embodiment shown in fig. 1, which are not described herein again in this specification.

Of course, besides the software implementation, the electronic device of the embodiment of the present disclosure does not exclude other implementations, such as a logic device or a combination of software and hardware, and the like, that is, the execution subject of the following processing flow is not limited to each logic unit, and may also be hardware or a logic device.

Example four

Embodiments of the present specification also propose a computer-readable storage medium storing one or more programs, the one or more programs comprising instructions, which when executed by a portable electronic device comprising a plurality of application programs, are capable of causing the portable electronic device to perform the method of the embodiment shown in fig. 1, and in particular for performing the method of:

In short, the above description is only a preferred embodiment of the present disclosure, and is not intended to limit the scope of the present disclosure. Any modification, equivalent replacement, improvement and the like made within the spirit and principle of the present specification shall be included in the protection scope of the present specification.

The system, apparatus, module or unit illustrated in one or more of the above embodiments may be implemented by a computer chip or an entity, or by an article of manufacture with a certain functionality. One typical implementation device is a computer. In particular, the computer may be, for example, a personal computer, a laptop computer, a cellular telephone, a camera phone, a smartphone, a personal digital assistant, a media player, a navigation device, an email device, a game console, a tablet computer, a wearable device, or a combination of any of these devices.

Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.

It should also be noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.

The embodiments in the present specification are described in a progressive manner, and the same and similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, for the system embodiment, since it is substantially similar to the method embodiment, the description is simple, and for the relevant points, reference may be made to the partial description of the method embodiment.

The foregoing description has been directed to specific embodiments of this disclosure. Other embodiments are within the scope of the following claims. In some cases, the actions or steps recited in the claims may be performed in a different order than in the embodiments and still achieve desirable results. In addition, the processes depicted in the accompanying figures do not necessarily require the particular order shown, or sequential order, to achieve desirable results. In some embodiments, multitasking and parallel processing may also be possible or may be advantageous.

Claims

1. A method for measuring service requirements, comprising:

2. The method for measuring service requirements according to claim 1, wherein determining a level of each service requirement in a preset measurement model based on the evaluation data set specifically comprises:

3. The method for measuring service requirements according to claim 2, wherein determining the position of each service requirement in a preset measurement model using the evaluation data specifically comprises:

4. The method of measuring service requirements according to claim 2, wherein when the evaluation data sets are evaluation data of different service periods based on the same service requirement feedback, further comprising:

5. A method for measuring service requirements according to any of the claims 1-4, characterized in that said plurality of service requirements is defined as a plurality of secondary requirement indicators or alternatively as a plurality of primary requirement indicators.

6. A method for measuring service requirements according to any of the claims 2-4, characterized in that said preset measurement model is divided into 4 quadrants: a first quadrant representing a base demand level; a second quadrant representing a significant demand level; a third quadrant representing an charm demand level; representing the fourth quadrant of the secondary demand hierarchy.

7. A method as claimed in any one of claims 1 to 4, wherein each service requirement is represented in the form of a bubble in a predetermined measurement model, wherein the size of the bubble indicates a net positive rating of the service requirement, and the size of the bubble indicates that the net positive rating is negative.

8. A device for measuring service requirements, comprising:

the data acquisition module is used for acquiring an evaluation data set fed back by a client aiming at a target service set by a specific service;

a demand extraction module for extracting a plurality of service demands with reference values from the evaluation data set;

the hierarchy determining module is used for determining the hierarchy of each service demand in a preset measurement model based on the evaluation data set, wherein the hierarchy is used for reflecting the demand degree of the corresponding service demand in the target service;

and the result display module is used for outputting and displaying the hierarchy of all required services of the target service in a preset measurement model.

9. An electronic device, comprising:

a processor; and

10. A computer-readable storage medium storing one or more programs that, when executed by an electronic device including a plurality of application programs, cause the electronic device to perform: