WO2018201699A1 - Procédé, dispositif et appareil d'évaluation de client, et support de stockage lisible par ordinateur - Google Patents

Procédé, dispositif et appareil d'évaluation de client, et support de stockage lisible par ordinateur Download PDF

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Publication number
WO2018201699A1
WO2018201699A1 PCT/CN2017/112097 CN2017112097W WO2018201699A1 WO 2018201699 A1 WO2018201699 A1 WO 2018201699A1 CN 2017112097 W CN2017112097 W CN 2017112097W WO 2018201699 A1 WO2018201699 A1 WO 2018201699A1
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Prior art keywords
nps
result
client
customer
time
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PCT/CN2017/112097
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English (en)
Chinese (zh)
Inventor
丁志勇
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平安科技（深圳）有限公司
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Publication of WO2018201699A1 publication Critical patent/WO2018201699A1/fr

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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
    • 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
    • G06Q30/0203—Market surveys; Market polls

Definitions

  • the present application relates to the field of communications technologies, and in particular, to a client evaluation method, apparatus, device, and computer readable storage medium.
  • NPS Net Promoter Score, net recommendation value, also known as net promoter score, also known as word of mouth, is an index that measures the likelihood that a customer will recommend a business or service to others. It is the most popular customer loyalty. Analyze indicators to focus on how customer word of mouth affects business growth. How to improve service quality through NPS and improve customer satisfaction is a problem to be solved.
  • the main purpose of the present application is to provide a customer evaluation method, apparatus, device and computer readable storage medium, aiming at solving the technical problem of how to improve service quality and improve customer satisfaction through NPS.
  • the present application provides a customer evaluation method, the customer evaluation method comprising the steps of:
  • the present application further provides a customer evaluation apparatus, where the customer evaluation apparatus includes:
  • a determining module configured to determine a net recommended value NPS trigger time corresponding to the operation instruction when an operation instruction of the preset operation is detected
  • the sending module is configured to: if the time difference between the time when the operation command is detected and the current time is greater than the trigger time, send the NPS evaluation information to the terminal held by the client, so that the terminal returns an NPS result;
  • a triggering module configured to trigger a return visit operation to the client when determining a customer whose score is lower than a preset score according to the received NPS result.
  • the present application further provides a customer evaluation device including a memory, a processor, and a client evaluation program stored on the memory and operable on the processor, The steps of the customer evaluation method as described above are implemented when the customer evaluation program is executed by the processor.
  • the present application further provides a computer readable storage medium having a client evaluation program stored thereon, and the client evaluation program is implemented by a processor to implement a client evaluation as described above. The steps of the method.
  • the present application determines a net recommendation value NPS trigger time corresponding to the operation instruction when detecting an operation instruction of a preset operation; if a time difference between a time when the operation instruction is detected and a current time is greater than the The triggering time is sent to the terminal held by the client for the terminal to return the NPS result; when the customer whose score is lower than the preset score is determined according to the received NPS result, the returning operation to the client is triggered. .
  • NPS evaluation information to the customer, and according to the NPS result returned by the customer, it is decided whether to return the operation to the customer, improve the service quality through NPS, improve customer satisfaction, and enhance the competitiveness of the enterprise.
  • FIG. 1 is a schematic structural diagram of a device in a hardware operating environment involved in an embodiment of the present application
  • FIG. 2 is a schematic flow chart of a first embodiment of a client evaluation method according to the present application.
  • FIG. 3 is a schematic flow chart of a second embodiment of a client evaluation method according to the present application.
  • FIG. 4 is a schematic flow chart of a third embodiment of a customer evaluation method according to the present application.
  • the solution of the embodiment of the present application is: when detecting an operation instruction of a preset operation, determining a net recommendation value NPS trigger time corresponding to the operation instruction; and detecting the time and current time of the operation instruction If the time difference between the time difference is greater than the trigger time, the NPS evaluation information is sent to the terminal held by the client, so that the terminal returns an NPS result; when the customer whose score is lower than the preset score is determined according to the received NPS result, the trigger is triggered. A return visit operation to the customer. To solve the problem of how to improve service quality and improve customer satisfaction through NPS.
  • FIG. 1 is a schematic structural diagram of a device in a hardware operating environment according to an embodiment of the present application.
  • the client evaluation device in the embodiment of the present application may be a PC (personal Computer, personal computer), can also be a smartphone, tablet, e-book reader, MP3 (Moving Picture Experts Group Audio) Layer III, motion picture expert compresses standard audio layer 3) player, MP4 (Moving Picture Experts Group Audio Layer IV, the dynamic image expert compresses the standard audio layer 4) a portable terminal device having a display function such as a player or a portable computer.
  • PC personal Computer, personal computer
  • the client evaluation device may include a processor 1001, such as a CPU, a network interface 1004, a user interface 1003, a memory 1005, and a communication bus 1002.
  • the communication bus 1002 is used to implement connection communication between these components.
  • the user interface 1003 can include a display, an input unit such as a keyboard, and the optional user interface 1003 can also include a standard wired interface, a wireless interface.
  • the network interface 1004 can optionally include a standard wired interface, a wireless interface (such as a WI-FI interface).
  • the memory 1005 may be a high speed RAM memory or a stable memory (non-volatile) Memory), such as disk storage.
  • the memory 1005 can also optionally be a storage device independent of the aforementioned processor 1001.
  • the customer evaluation device may also include a camera, RF (Radio) Frequency, RF) circuits, sensors, audio circuits, WiFi modules, and more.
  • RF Radio
  • RF Radio Frequency
  • FIG. 1 does not constitute a limitation to the terminal, and may include more or less components than those illustrated, or a combination of certain components, or different component arrangements.
  • an operating system and a client evaluation program may be included in the memory 1005 as a computer storage medium.
  • the operating system is a program that manages and controls the hardware and software resources of the customer evaluation device, and supports the operation of the customer evaluation program and other software and/or programs.
  • the network interface 1004 is mainly used for connecting a terminal held by a client and the like, and performing data communication with a terminal held by the client;
  • the user interface 1003 is mainly used for detecting an operation instruction and the like.
  • the processor 1001 can be used to call the client evaluation program stored in the memory 1005 and perform the following operations:
  • the step of triggering a return visit operation to the client includes:
  • the customer whose score is lower than the preset score is determined according to the received NPS result, the customer whose score is lower than the preset score is recorded as the customer to be returned;
  • the first prompt message is output, and the service personnel are prompted to extract the different evaluation time periods, different evaluation areas, or customers of different evaluation products to perform a return visit operation.
  • the processor 1001 may further be configured to invoke the storage in the memory 1005.
  • Customer evaluation program do the following:
  • the processor 1001 may further be configured to invoke the storage in the memory 1005.
  • Customer evaluation program do the following:
  • the processor 1001 can also be used to call the client evaluation program stored in the memory 1005 to perform the following operations:
  • the result list is displayed for viewing by the service organization.
  • the processor 1001 may further be configured to invoke the storage in the memory 1005 after determining whether the service organization has the right to view the result list.
  • Customer evaluation program do the following:
  • the service organization When the service organization does not have permission to view the result list, the service organization is prompted to have no permission to view the result list.
  • the step of sending the NPS evaluation information to the terminal held by the client for the terminal to return the NPS result includes:
  • FIG. 2 is a schematic flowchart of a first embodiment of a client evaluation method according to the present application.
  • the customer evaluation method includes:
  • Step S10 When an operation instruction of the preset operation is detected, determining a net recommendation value NPS trigger time corresponding to the operation instruction.
  • the NPS trigger time corresponding to the operation command is determined.
  • the customer evaluation method is applied to the insurance field for explanation.
  • the operation instructions of the preset operation include, but are not limited to, a purchase instruction for the customer to purchase a new insurance product, a payment instruction for renewal premium, a change instruction for changing the policy information, a claim instruction for the claim operation, and a service instruction for enjoying the value-added service operation.
  • the operational instructions of the preset operation include, but are not limited to, the purchase instruction of the customer to purchase a new electronic product, the maintenance instruction of the electronic product warranty, and the return instruction of the electronic product return.
  • Different operation commands can be set to correspond to different NPS trigger times, and the same NPS trigger time can also be set. If the NPS trigger time corresponding to the purchase order is 30 days after the new policy takes effect, the NPS trigger time corresponding to the payment instruction is 15 days after the renewal payment, and the NPS trigger time corresponding to the change order is 7 days after the policy information is changed, and the claim instruction corresponds. The NPS trigger time is 7 days after the completion of the claim operation, and the NPS trigger time corresponding to the service instruction is 15 days after the value-added service is enjoyed.
  • Step S20 If the time difference between the time when the operation command is detected and the current time is greater than the trigger time, send NPS evaluation information to the terminal held by the client, so that the terminal returns an NPS result.
  • the NPS evaluation information is sent to the terminal held by the client for the terminal to return the NPS result.
  • the NPS evaluation information can be sent to the terminal held by the client through WeChat, related APP (Application), SMS, or email.
  • the NPS evaluation information is displayed in the display interface for the customer to view.
  • the NPS evaluation information can be: Dear customer, hello, how much do you recommend A products to family and friends, please reply between 0 and 10, 0 means not recommended, 10 means highly recommended, 24 hours Thanks for your feedback.
  • step S20 includes:
  • step a when the time difference between the time when the operation instruction is detected and the current time is greater than the trigger time, the client to be sent is determined according to a preset rule.
  • Step b Send the NPS evaluation information to the terminal held by the to-be-sent client, so that the terminal returns an NPS result.
  • the client to be transmitted is determined according to a preset rule.
  • the NPS evaluation information is sent to the terminal held by the client to be sent, so that the terminal returns the NPS result.
  • the preset rule may be set according to specific needs, for example, may be set to be in an equidistant step, that is, each service module extracts a fixed number of customers as a to-be-sent client every day, in each service module, A certain number of customers to be sent are sent at intervals.
  • each business module needs to extract 30 customers as customers to be sent every day, if there are 300 customers in the life insurance business module, then 10 customers are extracted as customers to be sent every 10 customers; if there are 148 in the health insurance business module
  • For each customer 5 customers are selected as customers to be sent, and when there are less than 5 customers, one customer is selected as the customer to be sent.
  • the customer number can be numbered according to the order in which the customer executes the operation instruction.
  • the preset rule may also be set to randomly extract a fixed number of customers as the to-be-sent customers in each service module, such as randomly extracting 10 customers as the to-be-sent customers in the life insurance service module, in the health insurance business. In the module, 20 customers are randomly extracted as customers to be sent.
  • the terminal held by the client includes but is not limited to a PC, and may also be a smart phone or a tablet computer.
  • the current time is continuously detected, and the time difference between the time when the operation command is detected and the current time is calculated.
  • Step S30 when a customer whose score is lower than the preset score is determined according to the received NPS result, a return visit operation to the client is triggered.
  • the customer's score is determined according to the received NPS result, and the score is compared with the preset score to determine whether the score is lower than the preset score. If the score is lower than the preset score, a return visit to the customer is triggered.
  • the preset score can be set according to specific needs. For example, in the embodiment, the preset score can be set to 6 points, or 5 points, and the like. Different preset scores may be set according to different service modules of the NPS evaluation information.
  • the number represents a few points
  • the conversion is required, or the Set the score to 60 points, or 50 points, etc.
  • the difference sum can be determined to be lower than the preset score
  • the good sum is determined to be higher than the preset score.
  • step S30 includes:
  • Step c When determining a customer whose score is lower than the preset score according to the received NPS result, the customer whose score is lower than the preset score is recorded as the customer to be returned.
  • Step d outputting a first prompt message, prompting the service personnel to extract a different evaluation time period, different evaluation areas, or customers of different evaluation products to perform a return visit operation.
  • the customer whose score is lower than the preset score is determined according to the received NPS result, the customer whose score is lower than the preset score is recorded as the customer to be returned, and the first prompt information is output, prompting the service personnel to extract different from the customer to be returned.
  • Customers who evaluate time periods, different evaluation areas, or different evaluation products conduct return visits. For example, according to the first prompt information, the service personnel select three waiting customers to be returned in the morning, afternoon and evening time periods in the waiting time, or determine the area to be returned to the customer, and select each area in each area. The customers who are going to return to visit are required to return to the operation; or the products to be returned by the customer are selected, and 3 customers to be returned are selected in different products for return visit operation.
  • the net recommendation value NPS trigger time corresponding to the operation instruction is determined; if the time difference between the time when the operation instruction is detected and the current time is greater than Transmitting the time, sending the NPS evaluation information to the terminal held by the client, for the terminal to return the NPS result; when determining the customer whose score is lower than the preset score according to the received NPS result, triggering a return visit to the customer operating.
  • the customer evaluation method further includes:
  • Step S40 When receiving the return visit result corresponding to the return visit operation, perform data analysis on the return visit result, obtain an NPS change trend graph, and display the NPS change trend graph.
  • the return visit result When receiving the return visit result corresponding to the return visit operation, data analysis is performed on the received return visit result, and an NPS change trend graph is obtained, and an NPS change trend graph is displayed.
  • the return visit result may be recorded by the service personnel in the customer evaluation device after the return visit operation.
  • the data of the return visit is analyzed by big data analysis, and the analysis result is obtained, and the NPS change trend graph is obtained according to the analysis result.
  • the NPS trend graph can be displayed in the form of a column chart, a pie chart or a line chart. It should be noted that any return visit result has a corresponding service organization.
  • the return visit result may be analyzed in multiple dimensions, for example, according to different levels of the service organization corresponding to the return visit result, different service types, and different time.
  • the customer evaluation method further includes:
  • Step e When receiving the return visit result corresponding to the return visit operation, determining whether the return visit result meets the preset condition.
  • Step f If the return visit result does not meet the preset condition, send a second prompt message to the service organization that serves the client, to prompt the service organization to perform a return visit operation to the client.
  • the customer evaluation device When receiving the return visit result corresponding to the return visit operation, it is determined whether the score corresponding to the return visit result satisfies a preset condition.
  • the customer evaluation device stores the customer's return visit result; when the return visit operation is manually triggered by the service personnel, the service personnel input the return visit result to the customer evaluation device.
  • the preset condition is set according to a specific situation. For example, for a return visit operation of the customer who changes the policy information, the preset condition may be set to the customer agreeing to communicate, and the customer is more satisfied with the return visit result.
  • the second prompt message is sent to the service organization that serves the client, so as to prompt the corresponding service organization to perform the second return visit operation to the client.
  • the service organization is an enterprise that interfaces with the customer, such as a Shanghai life insurance institution, a Beijing health insurance institution, and the like.
  • the second prompt message can be sent by email, SMS, or the like.
  • the customer evaluation method further includes:
  • Step S50 when receiving the NPS result, generating a result list according to the NPS result.
  • Step S60 when receiving the viewing instruction of the service organization to view the result list, determining whether the service organization has the right to view the result list.
  • Step S70 If the service organization has the right to view the result list, the result list is displayed for viewing by the service organization.
  • a list of results is generated based on the received NPS results.
  • the viewing instruction of the service organization to view the result list it is determined whether the service organization has the right to view the result list. If the service has permission to view the list of results, a list of results is displayed for viewing by the service organization.
  • any NPS result has a corresponding service organization.
  • the customer corresponding to the NPS result is a customer served by the service organization, it indicates that the service organization has the right to view the result list; when the customer corresponding to the NPS result is not the customer served by the service organization, it indicates that the service organization does not have permission to view the List of results.
  • the service organization When the service organization serves the customer, it indicates that the service organization has a corresponding relationship with the customer, and the same identifier can be set for the customer and the service organization that have the corresponding relationship.
  • the identifier of the customer corresponding to the NPS result is consistent with the identifier of the service organization, it indicates that the service organization has the right to view the result list; when the identifier of the customer corresponding to the NPS result is inconsistent with the identifier of the service organization, it indicates that the service organization does not have permission to view the result list.
  • the result list is divided according to the NPS result corresponding to the service organization.
  • Customer evaluation methods also include:
  • Step S80 When the service organization does not have permission to view the result list, the service organization is prompted to have no permission to view the result list.
  • a prompt message is output, prompting the service organization not to have permission to view the result list.
  • the result list is generated according to the received NPS result, and the service organization is restricted to view the result list according to the authority of the service organization, thereby ensuring the confidentiality of the NPS results of the respective service organizations.
  • the embodiment of the present application further provides a customer evaluation apparatus, where the customer evaluation apparatus includes:
  • a determining module configured to determine a net recommended value NPS trigger time corresponding to the operation instruction when an operation instruction of the preset operation is detected
  • the sending module is configured to: if the time difference between the time when the operation command is detected and the current time is greater than the trigger time, send the NPS evaluation information to the terminal held by the client, so that the terminal returns an NPS result;
  • a triggering module configured to trigger a return visit operation to the client when determining a customer whose score is lower than a preset score according to the received NPS result.
  • triggering module further includes:
  • a marking unit configured to: when a customer whose score is lower than a preset score is determined according to the received NPS result, record a customer whose score is lower than the preset score as a customer to be returned;
  • the prompting unit is configured to output a first prompt message, and prompt the service personnel to extract a different evaluation time period, different evaluation areas, or customers of different evaluation products to perform a return visit operation.
  • the customer evaluation device further includes:
  • the analysis module is configured to perform data analysis on the return visit result when the return visit result corresponding to the return visit operation is received, obtain an NPS change trend graph, and display the NPS change trend graph.
  • the customer evaluation device further includes:
  • a first determining module configured to determine, when the returning result corresponding to the returning operation is received, whether the returning result meets a preset condition
  • the sending module is further configured to send a second prompt message to a service organization that serves the client if the return visit result does not satisfy the preset condition, to prompt the service organization to perform a return visit operation to the client.
  • the customer evaluation device further includes:
  • a generating module configured to generate a result list according to the NPS result when receiving the NPS result
  • a second determining module configured to: when receiving a viewing instruction of the service organization to view the result list, determine whether the service organization has permission to view the result list;
  • a display module configured to display the result list for viewing by the service organization if the service organization has permission to view the result list.
  • the customer evaluation device further includes:
  • the prompting module is configured to prompt the service organization to have no permission to view the result list when the service organization does not have permission to view the result list.
  • the sending module includes:
  • a determining unit configured to determine, according to a preset rule, a client to be sent according to a preset rule when a time difference between a time when the operation instruction is detected and the current time is greater than the trigger time;
  • a sending unit configured to send the NPS evaluation information to the terminal held by the to-be-sent client, for the terminal to return an NPS result.
  • the specific embodiment of the customer evaluation device of the present application is substantially the same as the embodiment of the customer evaluation method described above, and details are not described herein again.
  • the embodiment of the present application further provides a computer readable storage medium, where the computer readable storage medium stores a client evaluation program, and when the client evaluation program is executed by the processor, the following steps are implemented:
  • the step of triggering a return visit operation to the client includes:
  • the customer whose score is lower than the preset score is determined according to the received NPS result, the customer whose score is lower than the preset score is recorded as the customer to be returned;
  • the first prompt message is output, and the service personnel are prompted to extract the different evaluation time periods, different evaluation areas, or customers of different evaluation products to perform a return visit operation.
  • the client evaluation program is executed by the processor to implement the following steps :
  • the client evaluation program is executed by the processor to implement the following steps :
  • the NPS evaluation information is sent to the terminal held by the client for the terminal to return the NPS result,
  • the client evaluation program is executed by the processor, the following steps are implemented:
  • the result list is displayed for viewing by the service organization.
  • the service organization When the service organization does not have permission to view the result list, the service organization is prompted to have no permission to view the result list.
  • the step of sending the NPS evaluation information to the terminal held by the client for the terminal to return the NPS result includes:
  • the foregoing embodiment method can be implemented by means of software plus a necessary general hardware platform, and of course, can also be through hardware, but in many cases, the former is better.
  • Implementation Based on such understanding, the technical solution of the present application, which is essential or contributes to the prior art, may be embodied in the form of a software product stored in a storage medium (such as ROM/RAM, disk,
  • the optical disc includes a number of instructions for causing a terminal device (which may be a mobile phone, a computer, a server, an air conditioner, or a network device, etc.) to perform the methods described in various embodiments of the present application.

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Abstract

L'invention concerne un procédé, un dispositif et un appareil d'évaluation de client, ainsi qu'un support de stockage lisible par ordinateur. Ledit procédé consiste à : lorsqu'une instruction d'une opération prédéfinie est détectée, déterminer une heure de déclenchement de Net Promoter Score (NPS) correspondant à l'instruction d'opération (S10) ; s'il est détecté que la différence de temps entre l'heure de l'instruction d'opération et une heure actuelle dépasse l'heure de déclenchement, envoyer les informations d'évaluation de NPS à un terminal détenu par un client afin que le terminal renvoie un résultat de NPS (S20) ; et lorsqu'un client dont le score est inférieur à un score prédéfini est déterminé en fonction du résultat de NPS reçu, déclencher une opération de retour d'accès pour le client (S30). L'invention améliore la qualité du service ainsi que la satisfaction du client et la compétitivité de l'entreprise au moyen de NSP, en particulier en envoyant les informations d'évaluation de NPS à un client et en déterminant s'il faut effectuer une opération de retour d'accès pour le client en fonction du résultat de NSP renvoyé par le client.
PCT/CN2017/112097 2017-05-05 2017-11-21 Procédé, dispositif et appareil d'évaluation de client, et support de stockage lisible par ordinateur WO2018201699A1 (fr)

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