KR20150118209A - Analysis Method and Analysis System of Customer Satisfaction Survey - Google Patents

Analysis Method and Analysis System of Customer Satisfaction Survey Download PDF

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Publication number
KR20150118209A
KR20150118209A KR1020140043288A KR20140043288A KR20150118209A KR 20150118209 A KR20150118209 A KR 20150118209A KR 1020140043288 A KR1020140043288 A KR 1020140043288A KR 20140043288 A KR20140043288 A KR 20140043288A KR 20150118209 A KR20150118209 A KR 20150118209A
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South Korea
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service
questionnaire
survey
customer satisfaction
participant
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KR1020140043288A
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Korean (ko)
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강민식
송은지
신현근
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남서울대학교 산학협력단
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • 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
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0201—Market modelling; Market analysis; Collecting market data

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Abstract

The present invention relates to an analysis method of customer satisfaction survey and an analysis system thereof which can check an improvement target item clearly by performing evaluation by comparing expected satisfaction before a service with customer satisfaction after the service from a customer who want to receive the service. The analysis method of customer satisfaction survey according to the present invention includes the steps of: generating a questionnaire for investigating customer satisfaction; performing a first survey in real-time by providing the generated questionnaire to a mobile of a participant who wants to have the service; evaluating expected satisfaction before the service by gathering and analyzing the result of the received first survey; performing a second survey on the participant who has performed the first survey after the service of the participant is finished; evaluating customer satisfaction after the service by gathering and analyzing the result of the received second survey; and displaying variation of customer satisfaction according to quality determining factor by comparing the expected satisfaction before the service with the customer satisfaction after the service.

Description

{Customer Satisfaction Survey Analysis Method and Analysis System}

The present invention relates to a method and an analysis system for a customer satisfaction questionnaire which can clearly check the items to be improved by evaluating and comparing customer satisfaction before service and customer satisfaction after service.

The importance of B2C (business to consumer) service industry is growing. In addition, the market has changed to consumer-driven, consumer needs are changing every day, and competition among companies is intensifying.

Companies have come to the age of the service economy in which they are competing with services related to the product rather than promoting the quality and price of the product. In this service economy, the data on customers are the same as those of the industrial revolutionary, and marketing information to customers became the driving force of the service economy.

Therefore, companies use marketing information to develop products that can meet various customer 's needs, and distribute marketing resources by analyzing and predicting the tendency of customers. To this end, companies are trying to create and accumulate more data about customers.

As a method for generating and accumulating data, conventional methods up to now have conducted offline surveys to see customers' responses to goods or services. However, these methods are time consuming and costly to collect and analyze data, and are not real-time, so it is difficult to accurately assess customer satisfaction.

The most important factor in determining customer satisfaction is service quality. However, service quality has been perceived as an obscure concept for consumers by using ambiguous terms such as goodness, luxury, and weight. Thus, service quality is perceived by consumers as subjective There has been a claim to be.

However, this quality of service has the following essence.

First, there is no measurable and verifiable concept for the perceived quality of services, unlike objective quality, which is determined beforehand. In fact, even if the same service is provided, the perceived quality has unique characteristics because the consumer can distinguish the difference.

Second, the perceived quality of services is a higher level of abstraction than a specific property. Quality is a model that has many attributes that are as abstract as the value but different from the value.

Third, perceived quality of service is an overall evaluation similar to attitude. It is reasonable to evaluate service quality with emotional quality, that is, perceived quality as an overall evaluation.

In order to enhance the competitiveness of the service industry, it is necessary to switch to customer-oriented feedback analysis, process improvement and evaluation service system, to monitor the opinions of customers in real time, to notify when problems occur, need. In other words, there is a need for a system capable of collecting and analyzing customer feedback information in various ways, and integrating and reasoning the desired service based on the degree of satisfaction and requirements of the customer determined through real-time feedback analysis.

Accordingly, the present invention has been made in order to satisfy the above-mentioned demands and further to provide personalized services to individuals.

A problem to be solved by the present invention is to provide a customer satisfaction survey analysis method and analysis system that can clearly check the items to be improved by comparing evaluation results of expectation satisfaction before service and customer satisfaction after service from customers who want to receive the service .

A method for analyzing a customer satisfaction survey according to the present invention includes the steps of: generating a questionnaire for surveying customer satisfaction; Performing a first survey in real time by providing a questionnaire created by a mobile of a participant who desires to receive a service; Collecting / analyzing the results of the first survey to evaluate the pre-service satisfaction level; Performing a second questionnaire on the participants who performed the first questionnaire after the participant's service is terminated; Collecting / analyzing the results of the received second survey and evaluating customer satisfaction after service; And displaying the change of the customer satisfaction by the measurement factor and the quality determination factor by comparing the expectation satisfaction before service and the customer satisfaction after the service.

Preferably, questionnaire items consist of quality determinants that determine the quality of service and individual factors of quality determinants. Quality determinants include assurance, responsiveness, empathy, (Tangibles), reliability (reliability), and measurement factors are classified into five categories: Responsiveness, Tangibles, Competence, Credibility, Courtesy, Security, Access, Communication, Understanding, and Reliability are classified into 10 areas.

Preferably, the results analysis of the survey is characterized by an Importance Performance Analysis (IPA) analysis, a correlative analysis, or a combination thereof.

Meanwhile, the customer satisfaction survey analysis system according to the present invention includes a questionnaire management unit 10 for storing questionnaire items for surveying customer satisfaction of services; A survey participant management unit 20 for registering and storing a customer who wishes to receive a service as a participant; A first survey execution unit 30 for providing a customized questionnaire generated through the questionnaire management unit 10 to a mobile of a participant to receive a service and receiving a first questionnaire from a participant in real time and performing a first questionnaire, Wow; A primary survey analysis unit 40 for aggregating / analyzing the results of the first survey received from the participant mobile and evaluating the expectation satisfaction before service according to the analyzed result; A second survey execution unit 50 for providing a questionnaire to the participant when the service for the participant to whom the service is provided is completed, and a second questionnaire is provided from the participant to perform the second questionnaire; A second survey analysis unit 60 for analyzing the result of the second survey received from the participant mobile and evaluating the customer satisfaction after the service according to the analyzed result; And a satisfaction change confirmation unit (70) for displaying changes in customer satisfaction on a graph or a chart by comparing the expectation satisfaction level before service and the customer satisfaction level after the service, and displaying the measurement result according to the measurement factors and the quality determination factors.

Preferably, the second survey execution unit 50 uses the same questionnaire as the first questionnaire, and is provided only to the participant in the first questionnaire.

Preferably, the analysis of the results of the first and second surveys is characterized by scoring each of the measurement factors and the quality determining factors, and then integrating them to evaluate customer satisfaction.

According to the method and the analysis system of the customer satisfaction survey according to the present invention, since the expectation satisfaction and the post-service customer satisfaction are respectively received from the same customer, the evaluation items before the service and the improvement items after the service can be clearly identified There is an advantage.

In addition, since the improvement item before service and the improvement item after service can be confirmed, it is possible to continuously improve the service quality by identifying the problem of the service based on the change of the customer satisfaction with the question item.

FIG. 1 is a flowchart showing an execution process of a customer satisfaction survey analysis method according to the present invention.
FIG. 2 is an exemplary diagram of a customer satisfaction survey analysis model according to the present invention; FIG.
FIG. 3 is an exemplary view of a Chinese question-and-answer screen according to the present invention; FIG.
4 is an exemplary view of an IPA analysis screen according to the present invention;
5 is a block diagram of a customer satisfaction survey analysis system in accordance with the present invention.

Hereinafter, a method for analyzing customer satisfaction surveys according to the present invention will be described in detail with reference to the accompanying drawings.

As shown in FIG. 1, a questionnaire for surveying customer satisfaction of a service is first generated (S100). Questionnaire items consist of quality determinants that determine the quality of services and individual factors of quality determinants. At this time, the questionnaire is formulated (standardized) so that the level of the service and the service level between the service (within the enterprise and the industry group) can be compared and evaluated, or a company providing the service Each saved questionnaire item is saved so that it can be selected. Here, a service means a commodity, a service service, a service process, or a combination thereof.

As shown in Table 1 and FIG. 2, the questionnaire items include quality assurance factors such as assurance, responsiveness, empathy, tangibles, reliability, The factors are classified into three categories: Responsiveness, Tangibles, Competence, Credibility, Courtesy, Security, Access, Communication. ), Understanding, and Reliability.

The following is an example of the overall configuration of the questionnaire and the order of the questionnaire configuration by configuration area.

1) Structure of basic information of questionnaire: Select questionnaire method by product (public / private) and language to be surveyed.

2) Questionnaire configuration information: Enter the configuration information of the questionnaire. For example, it can be entered as a questionnaire title, a questionnaire outline, a free questionnaire area, a questionnaire footer, or the like.

3) Create respondent information area: Configure the respondent information area of the questionnaire.

4) Create a service questionnaire area: Configure the service questionnaire area of the questionnaire. At this time, the actual product / service questionnaire contents can be taken from the pool of product / service questionnaire.

5) Questionnaire is generated for each language. For example, as shown in FIG. 3, when the language of the questionnaire is Chinese, the questionnaire contents are generated in Chinese.

Meanwhile, when the questionnaire for the service is generated, the questionnaire is provided to the participant who wants to receive the service, and the first questionnaire is received in real time (S200). At this time, it is preferable that the participant is a customer who desires to receive a service or a customer who receives a service in the field, and is informed of information such as a telephone number and SNS, in particular, a customer who has reserved a service.

When the first survey is received from the participant mobile, the result of the first survey is aggregated / analyzed, and the expectation satisfaction before service according to the analyzed result is evaluated (S300). This expectation of service expectancy can be confirmed by the expectation satisfaction before service is provided from the participant.

In this case, the analysis of the results of the first questionnaire is scoring according to each of the subdivided measurement factors included in the questionnaire item, and the combination of the respective measurement factors is used to determine the quality of reactivity, tangibility, Scores can be scored by factor, and these can be combined to assess customer satisfaction. Such scoring can provide a total satisfaction level based on analytical models such as unit satisfaction, measurement factors, and quality determinants of services. For example, as shown in FIG. 4, the result analysis of the survey can confirm the priority to be improved by the analysis of the Importance Performance Analysis (IPA) and the correlation analysis. In the IPA analysis, the priority areas for improving satisfaction and importance (areas where immediate improvement is required due to low importance and high degree of satisfaction), key improvement areas (areas where importance and satisfaction are low and gradual improvement is required) (Areas where continuous management is required due to high satisfaction with low satisfaction), relatively strong areas (areas where strength and satisfaction are high and can be viewed as strengths and areas where continuous improvement is required to maintain current satisfaction).

Meanwhile, the second questionnaire is performed on the participants who performed the first questionnaire after the participant's service is terminated (S400). At this time, the second questionnaire can confirm information about the participant during the first questionnaire, and can provide the second questionnaire to the e-mail, SNS, etc. of the first questionnaire participant.

When the second questionnaire is received from the participant, the result of the second questionnaire is aggregated / analyzed, and the customer satisfaction after the service is evaluated according to the analyzed result (S500). At the same time, the results of the second survey are scored by each measurement factor and the quality determinants as same as the analysis result of the first survey. This second questionnaire can be used to confirm satisfaction of the actual evaluation after the participants are provided with the service.

When the service expectation satisfaction and the post-service customer satisfaction are both evaluated, the change in the expectation satisfaction and the customer satisfaction is graphically or graphically displayed and displayed according to the measurement factors and the quality determinants (S600). For each of these factors, we can analyze the changes in customer satisfaction before and after service, and integrate them to form big data for each service. In addition, it is possible to provide a change in customer satisfaction through a dashboard so that comprehensive analysis can be performed, or an opportunity to improve and improve the target service can be provided.

As shown in FIG. 5, the customer satisfaction questionnaire analysis system for implementing the customer satisfaction questionnaire analysis method includes a questionnaire management unit 10, a questionnaire participant management unit 20, a first survey execution unit 30, A survey analysis unit 40, a secondary survey execution unit 50, a secondary survey analysis unit 60, and a satisfaction change verification unit 70.

The questionnaire management unit 10 stores a questionnaire item for examining customer satisfaction of the service. At this time, questionnaire items consist of quality determinants that determine service quality and individual factors of quality determinants. The questionnaire was formulated (standardized) to provide a comparative assessment of the level of the service and the level of service (intra-company or intra-industry), or the provider provided the service You can complete the questionnaire by selecting the item.

The survey participant management unit 20 registers a customer who wants to receive a service as a participant and stores the participant. The questionnaire participant management unit 20 receives and stores information on the telephone number, SNS, etc. of the customer so that the participant can receive the questionnaire on the mobile.

The primary survey execution unit 30 provides the personalized questionnaire generated through the questionnaire management unit 10 to the mobile of the participant who wants to receive the service and receives the first questionnaire from the participants in real time to perform the first questionnaire do.

The primary survey analysis unit 40 aggregates / analyzes the results of the first survey received from the participant mobile, and evaluates the expectation satisfaction before service according to the analyzed result. The first survey analysis unit 40 can confirm expected expectations before a service is provided from a participant. For example, the first survey analyzing unit 40 scours each of the subdivided measurement factors included in the questionnaire item, and collects the results of each of the subdivided measurement factors to determine the reactivity, tangibility, convincing, empathy, And the customer satisfaction can be evaluated by combining them.

The second survey execution unit 50 provides a questionnaire to the participant when the service for the participant to whom the service is provided is terminated, and performs a second questionnaire by receiving the second questionnaire from the participant. At this time, it is preferable that the second questionnaire execution unit 50 uses the same questionnaire as the first questionnaire, and only the participant can be provided with e-mail, SNS, etc. at the time of the first questionnaire.

The second survey analysis unit 60 analyzes the result of the second survey received from the participant mobile and evaluates the customer satisfaction after the service according to the analyzed result. At the same time, the results of the second survey are scored by each measurement factor and the quality determinants as same as the analysis result of the first survey. The second questionnaire analyzing unit 60 can confirm the satisfaction of actual evaluation after the participants are provided with the service.

The satisfaction change confirmation unit 70 compares the before-service satisfaction with the post-service customer satisfaction to create a graph or a graph of the change in the customer satisfaction, and displays the measurement factors and the quality determination factors. The satisfaction change checking unit 70 can analyze changes in customer satisfaction for each measurement factor and integrate them to form big data for each service. In addition, it is possible to provide a change in customer satisfaction through a dashboard so that comprehensive analysis can be performed, or an opportunity to improve and improve the target service can be provided.

While the present invention has been particularly shown and described with reference to exemplary embodiments thereof, it is to be understood that the invention is not limited to the disclosed exemplary embodiments. Various modifications and variations are possible within the scope of the appended claims.

10: Questionnaire management department
20: Survey participant management department
30: Primary Survey Performing Department
40: Primary survey analysis department
50: Second Survey Performing Department
60: Second Survey Analysis Department
70: Satisfaction change confirmation part

Claims (14)

Generating a questionnaire for surveying customer satisfaction;
Performing a first survey in real time by providing a mobile-generated questionnaire of a participant who desires to receive a service;
Collecting / analyzing the results of the first survey to evaluate the pre-service satisfaction;
Performing a second questionnaire to the participants who performed the first questionnaire after the participant's service was terminated;
Evaluating customer satisfaction after service by aggregating / analyzing the results of the received second survey;
And comparing the expected satisfaction level of the service with the customer satisfaction level after the service, and displaying the change of the customer satisfaction level by the measurement factor and the quality determination factor. The method of claim 1, wherein the questionnaire item comprises a quality determining factor that determines the quality of the service and a measurement factor that is a separate item of the quality determining factor, and the quality determining factor includes assurance, responsiveness, empathy ), Tangibles, and reliability. Measuring factors are classified into five categories: Responsiveness, Tangibles, Competence, Credibility, Courtesy, Wherein the customer satisfaction survey is divided into ten areas of security, access, communication, understanding, and reliability. The method according to claim 1, wherein the analysis of the results of the survey is an Importance Performance Analysis (IPA) analysis, a correlation analysis, or a combination thereof. The method according to claim 1, wherein the first survey is provided in real-time at the site where the service is provided. The method according to claim 1, wherein the second survey is conducted on the Internet. The method according to claim 1, wherein the questionnaire is prepared for each language and is provided so as to select a language to be surveyed. The customer satisfaction survey method according to claim 1, wherein the questionnaire is provided in a standardized form or a company providing a service is selected by selecting each question item. The method according to claim 1, wherein the change in customer satisfaction is provided through a dashboard. A questionnaire management unit 10 for storing questionnaire items for surveying customer satisfaction of the service;
A survey participant management unit 20 for registering and storing a customer who wishes to receive a service as a participant;
A first survey execution unit 30 for providing a customized questionnaire generated through the questionnaire management unit 10 to a mobile of a participant to receive a service and receiving a first questionnaire from a participant in real time and performing a first questionnaire, Wow;
A primary survey analysis unit 40 for aggregating / analyzing the results of the first survey received from the participant mobile and evaluating the expectation satisfaction before service according to the analyzed result;
A second survey execution unit 50 for providing a questionnaire to the participant when the service for the participant to whom the service is provided is completed, and a second questionnaire is provided from the participant to perform the second questionnaire;
A second survey analysis unit 60 for analyzing the result of the second survey received from the participant mobile and evaluating the customer satisfaction after the service according to the analyzed result;
And a satisfaction degree change confirmation unit (70) for displaying a change in customer satisfaction on a graph or a chart comparing the expectation satisfaction level before service and the customer satisfaction level after the service, Analysis system. The customer satisfaction survey analyzing system according to claim 9, wherein the questionnaire is provided by standardization (or standardized), or a service providing company selects each question item. [Claim 9] The system of claim 9, wherein the second survey execution unit (50) preferably uses the same questionnaire as the first questionnaire, and is provided only to participants during the first questionnaire. [Claim 9] The system of claim 9, wherein the first survey is conducted in real time on a site where services are provided, and the second survey is conducted on the Internet. [Claim 9] The system according to claim 9, wherein the results of the first and second survey are scored by each of the measurement factors and the quality determination factors, and the customer satisfaction is evaluated by synthesizing the scores. The system according to claim 9, wherein the questionnaire is prepared for each language and is provided so as to select a language to be surveyed.
KR1020140043288A 2014-04-11 2014-04-11 Analysis Method and Analysis System of Customer Satisfaction Survey KR20150118209A (en)

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Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN107169796A (en) * 2017-05-12 2017-09-15 深圳市浩天投资有限公司 A kind of analysis method of user behavior data, system and computer-readable recording medium
CN108074140A (en) * 2018-02-09 2018-05-25 弘成科技发展有限公司 Intelligent Questionnaire systems and collecting method

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN107169796A (en) * 2017-05-12 2017-09-15 深圳市浩天投资有限公司 A kind of analysis method of user behavior data, system and computer-readable recording medium
CN108074140A (en) * 2018-02-09 2018-05-25 弘成科技发展有限公司 Intelligent Questionnaire systems and collecting method

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