| 摘要 |
A method, non-transitory computer readable medium, and device that calculates a customer satisfaction score for a knowledge management system includes calculating a knowledge artifact score for a plurality of knowledge artifacts obtained from an overall set of knowledge artifacts, based on at least one of a newness value or a utility value for each of the plurality of the knowledge artifacts. Subsequently, a customer satisfaction index for the plurality of knowledge artifacts obtained from the overall set of knowledge artifacts is determined based on at least a knowledge artifact quality and a customer artifact experience. Next a customer feedback score is determined based on at least a knowledge management system performance score and a customer system experience score. A total customer satisfaction score for the knowledge management system is then calculated based on the calculated knowledge artifact score, the determined customer satisfaction index and the determined customer feedback score. |
| 主权项 |
1. A method for calculating customer satisfaction score for a knowledge management system, the method comprising:
calculating, at the knowledge management data server device, a knowledge artifact score for a plurality of knowledge artifacts obtained from an overall set of knowledge artifacts, based on at least one of a newness value or a utility value for each of the plurality of the knowledge artifacts; determining, at the knowledge management data server device, a customer satisfaction index for the plurality of knowledge artifacts obtained from the overall set of knowledge artifacts, based on at least a knowledge artifact quality and a customer artifact experience; determining, at the knowledge management data server device, a customer feedback score for the knowledge management system based on at least a knowledge management system performance score and a customer system experience score; and determining, at the knowledge management data server device, a total customer satisfaction score for the knowledge management system based on the calculated knowledge artifact score for the plurality of knowledge artifacts, the determined customer satisfaction index for the plurality of knowledge artifacts and the determined customer feedback score for the knowledge management system. |
