METHOD AND SYSTEM FOR ESTIMATING CUSTOMER SATISFACTION

摘要

Method, system, and programs for estimating customer satisfaction associated with a customer are disclosed. In one example, a plurality of time series is obtained. Each time series comprises observations for one of a plurality of events associated with the customer. Each observation for each of the events is made with respect to a time period. A plurality of individual measures is estimated. Each of the individual measures is associated with one of the plurality of events. Each individual measure is estimated based on a time series including a plurality of observations associated with the event. Information is received indicative of a number of events selected from the plurality of events. An aggregated measure is computed indicative of a degree of satisfaction of the customer based on individual measures associated with the number of events.

主权项

1. A method implemented on a computer having at least one processor, a storage, and a telecommunication platform for estimating customer satisfaction associated with a customer, comprising:
obtaining a plurality of time series, each time series comprising observations for one of a plurality of events associated with the customer, wherein each observation for each of the events is made with respect to a time period; estimating a plurality of individual measures, each of which is associated with one of the plurality of events, wherein each individual measure is estimated based on a time series including a plurality of observations associated with the event; receiving information indicative of a number of events selected from the plurality of events; and computing an aggregated measure indicative of a degree of satisfaction of the customer based on individual measures associated with the number of events.