Design And Implement The Evaluation System Of Customer Experience In Small Loan Companies

With the sustainable development of our country’s economy, the financial industry hasentered a high-speed development period. After the global financial crisis in2008,adjusting structure and stabilizing growth become our country’s economic developmentstrategy. In order to stimulate the market dynamics, the state issued a series of to supportthe development of small and medium-sized private enterprises. Especially in the financialindustry further, the policies tilt to private small and medium-sized enterprises, this alsogives policy support and market space to small loan company. With the increasing of smallloan companies, industry competition is increasingly fierce. How to stay competitive insuch fierce competition environment is a common problem which a lot of small loancompanies have to face. The optimization of customer experience quality, is a veryimportant means to keep competitive and maintain customer loyalty. Although customerexperience are concerned by more and more people, in addition to the Internet,communications and other high-tech industry, other industries do not pay enough attentionsto customer experience. Such as the financial industry, the financial industry paid manyattention to the management of the customer, and introduced customer relationshipmanagement (CRM) systems, but few companies put the customer experience as a factor tomanage alone. This leads to low customer loyalty, and customer churn phenomenon oftenoccurs. Under this background, combined with the author’s work experience, this articleresearches the customer experience of small loan companies, and focus on the research ofthe evaluation of the customer experience technology. This article will design andimplement the evaluation system of customer experience in small loan companies.This paper first study the basic concept of customer experience and the relationbetween CRM and CEM, analysis the customer experience of small loan companies. Thenthe evaluation index system of customer experience and evaluation algorithm wasresearched. The index system use KPI, experience factor and satisfaction level tomapping the three layers of index system. Select the neural network algorithm asevaluation algorithm. Finally determined the customer experience evaluation model in the system. On this basis, use a series of design methods in software engineering, this papercompleted system analysis and design work of the customer experience evaluation of smallloan company. Finally realized the system based on J2EE development platform, improvedand perfected the system by the use of methods of software testing.The evaluation system of customer experience in small loan companies is a practiceof customer experience management in the small and medium-sized financial enterprises.The main functions of this system contain evaluation data cleaning, establish trainingevaluation model, the customer experience satisfaction evaluation, the statistical analysisof evaluation results, system management. This system is mainly used to assist customermanager to manage the company’s customer experience quality. According to the analysisof the experience quality, develop business improvement strategy to improve customersatisfaction, promote the competitiveness of the enterprise and customer loyalty.