A Method of Real-time Service Quality Evaluation Based on Customer Behavior

Abstract

With the advent of 5G and the upgrade of user consumption, users have more and more requirements on the network and services provided by communication operators. It is becoming increasingly difficult to ignore the importance of services quality to the company operates. Only by providing better services can enterprise win trust and loyalty of users. In order to keep abreast of the company's current service status and user demand trends, companies usually use the method of Internet evaluation to collect user feedback. However, Internet measurement methods have problems of low efficiency, high rejection rate, and biased conclusions. In order to solve above problems, this article proposes a real-time evaluation of service quality based on customer behavior. This program is closely integrated with the enterprise's production, operation and service links. The solution is closely integrated with the production operation and service links of the enterprise. According to the typical behavior of the interface between the customer and the enterprise, the user is accurately identified and targeted for intelligent invitation and evaluation to achieve service quality monitoring and information collection under real scenes and real environments. The research results show that the real-time evaluation of service quality based on customer behavior has significantly improved user participation, sample recovery trends, sampling rule rationality, evaluation recovery rate, rejection rate, survey accuracy, and promotion of production efficiency.