Study On The Process Of Collection Treatment And Its Method For Voice Of Customers

The voice of customers(VOC)is defined as the customers send out demand, opinion, suggestion, complaint, suit and so on to the enterprise product or service. Enterprises to collect the voice of customers is variety, because of the different channels,process and methods to collect, such as enterprises investigate their own customers or specialize consulting firm commissioned to investigate the purpose of access to customer data; Holding talks with the customers, the focus of the interview or door-to-door access to data; extracting information data from the existing original customer data; mining data the original records of customer and so on. Thus, the voice of the customer data collection, process and methods of treatment, clients are valuable to identify an important means of voice data. The study of listening to the voice of enterprise customers to meet customer needs, enhance customer satisfaction and loyalty, has great theoretical value and practical significance.The data of voice of customers come from a wide range of channels and survey research methods, and the main collection of different data access to customers have different forms, required data format and content of effective treatment from a variety of channels. This article in view of this problem, study on the collection, disposal of process and methods for the data of voice of customers. Specifically, for a specific survey, the questionnaire survey methods used to collect the primary data about a particular question, after standardization of the data, there are three types of forms: the order of the value of the customer voice-based data, the effectiveness of value-based customer voice data, language phrase-based voice of the customer data; These data are carried on uniformization, after that introduces the method of data aggregation in the group decision theory to discover valuable voice of customers. Using the data conversion method from literature to transform the above-mentioned three types of customer data, to be unified fuzzy complementary matrix of expression data and the effectiveness of is testing; reexamine data on the different preferences deal with the build-up information to fuzzy semantic operator voice of customer data gathering, and ultimately select a consensus on behalf of the customer value the voice of the mainstream customers, supporting effective business voice to listen to our customers.