KR20200103423A - Method for surveying level of customer satisfaction - Google Patents

Abstract

The present invention relates to a customer satisfaction survey method for analyzing the satisfaction for a service provided to a customer and providing a solution for solving the same. The customer satisfaction survey method disclosed in the present specification comprises the following steps of: setting an analysis subject for analysis of satisfaction for a service provided to a customer; determining list information including a list of basic data necessary for analysis on the analysis subject; obtaining basic data describing the current state of the service based on the list information; analyzing the current state of the service corresponding to the analysis subject based on the correlation, pattern, and trend of the basic data; and recommending a solution for improving the current state of the service.

Description

Customer satisfaction survey method {METHOD FOR SURVEYING LEVEL OF CUSTOMER　SATISFACTION}

The technology disclosed in the present specification relates to a customer satisfaction survey method that analyzes satisfaction with a service provided to a customer, and provides a solution for improving it.

In a market environment where competition among companies is increasingly fierce, rapid response to customer demands becomes a measure of competitiveness among companies, and rapid and rational decision-making to secure competitive advantage is becoming an important reason. In this environment, each company has been continuously conducting a company service satisfaction survey, which is a method of extracting meaningful new information that can support optimal decision making. In recent years, companies are actively responding to application of administrative data and corporate competition big data to each service evaluation field to streamline the decision-making process and to proactively identify customer needs and risks. As the use of web-based services increases and organizations and organizations that use these services increase, various satisfaction (preference) integrated information technologies are being applied for differentiated customer service. In particular, big data analysis can collect and analyze large amounts of structured and unstructured data to overcome the limitations of existing data analysis, explore hidden information and rules, and derive results that are worth providing services. Technology adoption increased.

Korean Patent Registration No. 10-1358673

An object of the technology disclosed in the present specification is to provide a customer satisfaction survey method that analyzes satisfaction with a service provided to a customer, and provides a solution to improve it.

The customer satisfaction survey method disclosed in the present specification includes the steps of setting an analysis subject for analysis of satisfaction with a service provided to a customer; Determining list information including a list of basic data necessary for analysis on the analysis subject; Obtaining basic data describing the current state of the service based on the list information; Analyzing the current state of the service corresponding to the analysis subject based on the correlation, pattern, and trend of the basic data; And recommending a solution for improving the current state of the service.

In addition, the analysis subject is a questionnaire survey having a predetermined purpose, the list information is changed in real time according to the response content of the questionnaire responding to the questionnaire survey, and the step of obtaining the data may be performed from a survey terminal device. You can receive survey responses.

In addition, the solution may include for improving the service as a solution to the customer's dissatisfaction with the service.

In addition, the solution may include a content providing direction on which part of the new content should be created.

The technology disclosed in this specification can improve profitability through customer relationship management. In particular, the technology disclosed in the present specification can provide intensive management of excellent customers' churn prevention and churnable customers. In addition, the technology disclosed in this specification may provide customer enhancement through content-survey analysis-commerce linkage.

The technology disclosed in the present specification can increase user loyalty through one-to-one marketing. In particular, the technology disclosed in this specification can increase customer loyalty through customized services for each user, target marketing, and the like. In addition, the technology disclosed in this specification can react immediately according to changes in market conditions.

The techniques disclosed herein can provide revenue-oriented marketing activities. In particular, the technology disclosed in the present specification can provide efficient marketing activities through objective measurement and evaluation of marketing activity performance. In addition, the technology disclosed herein may provide a basis for scientific management.

The technology disclosed herein can improve data-based maintenance and collaboration functions. In particular, the technology disclosed in the present specification can provide an integrated analysis function of management data distributed in various systems, reduce dependence on a computer department, and provide a quick and desired analysis function. In addition, the technology disclosed in the present specification can reduce frequent requests for computational work from the collaboration department.

1 is a diagram illustrating an exemplary customer satisfaction survey system.
2 is a diagram illustrating a configuration of an exemplary questionnaire survey terminal device.
3 is a diagram illustrating a method of operating an exemplary survey terminal device.
4 is a diagram illustrating a method of operating an exemplary facility evaluation server.

It should be noted that the technical terms used in the present specification are only used to describe specific embodiments and are not intended to limit the spirit of the technology disclosed in the present specification. In addition, the technical terms used in the present specification should be interpreted in the meaning generally understood by those of ordinary skill in the field to which the technology disclosed in the present specification belongs, unless otherwise defined in the specification. It should not be construed in a comprehensive or excessively reduced sense. In addition, when a technical term used in the present specification is an incorrect technical term that does not accurately express the spirit of the technology disclosed in the present specification, a technical term that can be correctly understood by those of ordinary skill in the field to which the technology disclosed in the present specification belongs. Should be replaced with In addition, general terms used in the present specification should be interpreted as defined in the dictionary or according to the context before and after, and should not be interpreted as an excessively reduced meaning.

1 is a diagram illustrating an exemplary customer satisfaction survey system.

An exemplary customer satisfaction survey system 10 includes a survey terminal device 100, a facility evaluation server 200, an operator terminal 300, a facility manager terminal 400, a user terminal 500, and a network 600. Can include.

The survey terminal device 100 is installed near a facility or service to be evaluated, and outputs the survey content on the screen, and presses a survey button to respond to the survey content by a physical force applied from the outside. It is equipped, and the contents of the survey responses are collected and transmitted. The survey terminal device 100 receives survey respondent information from the outside, generates survey response content by including survey respondent information when collecting survey content, and transmits it to the facility evaluation server 200.

The facility evaluation server 200 receives, analyzes and processes the content of the survey response from the survey terminal device 100 to generate and manage satisfaction survey information, and provides it in response to an external request. The facility evaluation server 200 extracts the content of facility complaints from the content of the survey, generates statistical information on the content of facility complaints, and transmits it to the facility manager terminal 400. The facility evaluation server 200 assigns an evaluation grade of a facility based on the result of analysis of the content of the survey, and when the facility with a high evaluation grade is exposed online, the evaluation item with the highest score among the evaluation items is exposed together. .

In addition, the facility evaluation server 200 sets an analysis topic for analysis of satisfaction with a service provided to a customer, determines list information including a list of basic data necessary for analysis on the analysis topic, and Obtaining basic data describing the current state of the service based on list information, analyzing the current state of the service corresponding to the analysis topic based on the correlation, pattern, and trend of the basic data, and the It is possible to recommend a solution to improve the current state of the service.

The operator terminal 300 transmits the survey respondent information input by an external operation to the survey terminal device 100. The facility manager terminal 400 may receive statistical information about facility complaints from the facility evaluation server 200. The user terminal 500 may communicate with the survey terminal device 100 or the facility evaluation server 200 and the network 600, and transmit data to the survey terminal device 100 or the facility evaluation server 200. In addition, data may be received from the survey terminal device 100 or the facility evaluation server 200.

2 is a diagram illustrating a configuration of an exemplary questionnaire survey terminal device.

An exemplary survey terminal device 100 stores a facility evaluation program or a customer satisfaction survey program, and includes a storage unit 110, a display unit 120, a button unit 130, a control unit 140, and a communication unit 150. It may include.

The storage unit 110 may store instructions or data related to at least one other component, and store facility evaluation contents. The display unit 120 may display the contents of a questionnaire consisting of contents of facility evaluation. The button unit 130 includes an “O” button for inputting “O” to the questionnaire content of the display unit 120 and a “X” button for inputting “X” to the questionnaire content of the display unit 120 I can. The control unit 140 matches the questionnaire answer input through the button unit 130 with the questionnaire content and stores it in the storage unit 110, and when the questionnaire answer is finished, collects the questionnaire content stored in the storage unit 110 and the communication unit ( 150) can be delivered to the facility evaluation server. The communication unit 150 may be connected to a network through wireless communication or wired communication to communicate with an external device (eg, a terminal or a server).

3 is a diagram illustrating a method of operating an exemplary survey terminal device.

A survey terminal device installed at the entrance of a facility uses the facility or displays the survey content to visited users (S110), and checks whether the answer to the survey content is input through the "O" button or the "X" button. When an answer to the survey content is input as a result of the determination (S120), the survey response content is matched and stored with the survey content identification information (S130), and when the survey content is finished, the survey responses to the survey content are collected and answered to the survey The content is generated and transmitted to the facility evaluation server (S140), and the initial screen of the survey content is displayed, and the standby state can be maintained until an answer to the next survey content is input (S150).

At this time, the survey terminal device can be interconnected with the operator terminal through the network, just as it is connected to the facility evaluation server through the network, and the operator of the survey terminal device uses the operator terminal to interact with the control unit provided in the survey terminal device. The facility evaluation program stored in the storage unit or the customer satisfaction survey program can be changed while performing communication, and the contents of the survey can be changed, and the facility by entering the identification information and the number of users who will perform the facility evaluation When collecting the survey contents of users transmitted to the evaluation server, the survey response contents are generated by including the identification information of the above users and the number of users, and sent to the facility evaluation server.

4 is a diagram illustrating a method of operating an exemplary facility evaluation server.

An exemplary facility evaluation server may perform a customer satisfaction survey. To this end, the facility evaluation server is connected to the network through a storage unit that can store commands or data related to at least one other component, an input/output unit that receives input from a user or provides an output to the user, and wireless or wired communication. It may include a communication unit that communicates with an external device (eg, a terminal or a server), and a control unit that controls the operation of at least one other component.

First, the facility evaluation server may set an analysis topic for analysis of satisfaction with a service provided to a customer (S210). For example, the subject of analysis may include acquiring user contact data for a service, user event discovery, event-based marketing, and integrated marketing setting of a user contact channel. In addition, the analysis topic may include a questionnaire survey having a predetermined purpose.

Then, the facility evaluation server may determine list information including a list of basic data necessary for analysis on the analysis subject (S220). For example, the list information for obtaining user contact data may include at least one of visit information, use information, purchase information, Q&A information, VOC information, event information, CS information, and monitor information for a user. List information for user event discovery includes at least one of status change information, first visit information, first purchase information, registration information, dormancy information, departure information, termination inquiry information, complaint information, birthday information, and anniversary information for the user. Can include. In addition, the list information for event-based marketing may include at least one of data search information, data analysis information, response rule generation information, and experimental plan establishment information. The list information for the integrated marketing setting of the user contact channel may include at least one of e-mail information, TM information, DM information, H/P information, Paper information, and FAX information for the user. In addition, the list information may include content or items of a predetermined question, and may be changed in real time according to a response content of a questionnaire responding to the questionnaire survey.

Then, the facility evaluation server may acquire basic data describing the current state of the service based on the list information (S230). The facility evaluation server may receive survey response contents from the survey terminal device. For example, basic data based on list information for acquiring user contact data is visit information, use information, purchase information, Q&A information, VOC information, event information, and CS information for users that describe the current state of the service. And individual data for at least one of the monitor information.

Then, the facility evaluation server may analyze the current state of the service corresponding to the analysis subject based on the correlation, pattern, and trend of the basic data (S240). The facility evaluation server may perform a data cleaning operation for correcting errors in existing data among acquired data for accuracy of data. For example, the result of the data analyzed by the facility evaluation server may be satisfaction survey information.

Then, the facility evaluation server may recommend a solution for improving the current state of the service (S250). For example, the facility evaluation server can recommend the improvement of the data acquisition process as a result of the analysis on user contact data acquisition, and can recommend event enrichment as a result of the analysis on user event discovery, and As a result of the analysis, it is possible to recommend the elaboration of countermeasures, and as a result of the integrated marketing setting of user contact channels, it is possible to recommend work coordination between channels. In addition, the solution is to improve the service as a solution to the customer's dissatisfaction with the service, the direction of content provision on where new content should be created, and information on the website for the legitimate purpose of the customer. It may include a security solution to verify that you are using. In addition, the solution recommended by the facility evaluation server may be satisfaction survey information.

In addition, the facility evaluation server determines whether or not the survey response content is received from the survey terminal device, and when the survey response content is received as a result of the determination, the facility assessment server analyzes the survey response content and analyzes the "O" response and "X". Not only does it perform statistical processing of evaluation items by classifying responses, but also performs statistical processing of evaluation items by classifying “O” responses and “X” responses for each questionnaire content to generate and manage satisfaction survey information. At this time, the facility evaluation server assigns evaluation grades of facilities or services based on the evaluation item statistics processing result. When generating satisfaction survey information, the facility evaluation server transmits the evaluation items for which the worst evaluation was made for the facility and the statistical processing of the questionnaire contents of the evaluation items to the facility manager terminal so that the facility manager can recognize the current status of the facility. do. After performing statistical processing for each evaluation item, the facility evaluation server provides the result of statistical processing online so that the user or the facility manager can check it. At this time, the facility evaluation server makes the evaluation item with the highest score among the evaluation items exposed together when the facility with the highest evaluation grade is exposed online.

Each of the aforementioned components of the terminal and/or server according to the present disclosure may be composed of one or more components, and the name of the corresponding component may vary according to the type of the terminal and/or server. The terminal and/or server according to the present disclosure may be configured to include at least one of the aforementioned components, and some components may be omitted or additional other components may be further included. In addition, some of the components of the terminal and/or the server according to the present disclosure are combined to form a single entity, so that the functions of the corresponding components before the combination can be performed in the same manner.

The scope of the present invention is not limited to the embodiments disclosed herein, and the present invention can be modified, changed, or improved in various forms within the scope of the spirit and claims of the present invention.

100: survey terminal device
110: storage unit 120: display unit
130: button unit 140: control unit
150: communication unit 200: facility evaluation server
300: operator terminal 400: facility manager terminal
500: user terminal

Claims (4)

Setting an analysis subject for analysis of satisfaction with the service provided to the customer;
Determining list information including a list of basic data necessary for analysis on the analysis subject;
Obtaining basic data describing the current state of the service based on the list information;
Analyzing the current state of the service corresponding to the analysis subject based on the correlation, pattern, and trend of the basic data; And
Recommending a solution for improving the current state of the service
Including customer satisfaction survey methods.
The method of claim 1,
The analysis subject is a survey with a predetermined purpose,
The list information is changed in real time according to the response content of the questionnaire responding to the questionnaire survey, and
The acquiring of the data includes: a customer satisfaction survey method of receiving a survey response content from a survey terminal device.
The method of claim 2,
The solution is,
A method for surveying customer satisfaction, comprising improving the service as a solution to the customer's dissatisfaction with the service.
The method of claim 3,
The solution is,
A method of surveying customer satisfaction, including the direction of content provision on which part of the new content should be created.

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