| CPC G06Q 30/0282 (2013.01) [G06Q 30/0201 (2013.01); G06Q 30/0203 (2013.01); G06Q 40/02 (2013.01)] | 5 Claims |
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1. A customer analysis device comprising:
an action indicator calculation unit that acquires replies from a user who receives a predetermined service to one or more first type questions defined for surveying an action desire for the service and calculates an action indicator based on the one or more replies;
an emotion indicator calculation unit that acquires replies from the user who receives the service to a plurality of second type questions defined for surveying a customer emotion for the service and calculates a plurality of types of emotion indicators based on the plurality of replies;
a correlation calculation unit that calculates a correlation coefficient between the action indicator and each of the plurality of types of emotion indicators;
an influence display unit that graphically displays an influence of each of the plurality of emotion indicators on the action indicator based on the calculated correlation coefficient;
a transmission unit that provides questionnaires to the user, the questionnaires include a first main question for surveying a desire to purchase a new service from a current person in charge who provides or intermediates the predetermined service, a first sub-question for asking the user whether or not a first main reply to the first main question is made due to a reason that is not attributed to a fault of the person in charge, a second main question for surveying a desire to continue to use the service by the person in charge, a second sub-question for asking the user whether or not a second main reply to the second main question is made due to a reason that is not attributed to a fault of the person in charge, a third main question for surveying a desire to recommend the person in charge to another user, and a third sub-question for asking the user whether or not a third main reply to the third main question is made due to a reason that is not attributed to a fault of the person in charge;
a reply acquisition unit that acquires the first main reply, the second main reply, the third main reply, a first sub-reply to the first sub-question, a second sub-reply to the second sub-question and a third sub-reply to the third sub-question; and
an achievement calculation unit that calculates an achievement value of the person in charge based on the first main reply, the second main reply and the third main reply, wherein
the achievement calculation unit excludes, from a target for calculating the achievement value of the person in charge, the first main reply in which the first sub-reply indicates that the first main reply is made due to the reason that is not attributed to the fault of the person in charge, the second main reply in which the second sub-reply indicates that the second main reply is made due to the reason that is not attributed to the fault of the person in charge, and/or the third main reply in which the third sub-reply indicates that the third main reply is made due to the reason that is not attributed to the fault of the person in charge,
the questionnaires further include a free comment box allowing the user to input a comment, and
the achievement calculation unit detects at least one of the questionnaires having a comment including any excluding condition by natural language processing and excludes the least one of the questionnaires having the comment including any excluding condition from the target for calculating the achievement value of the person in charge.
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