The Design And Implementation Of Customer Satisfaction Survey System For Chinaunicom

Along with China’s telecom industry competition intensifies, the operators are increasingly aware of the importance of "customer-centric" business philosophy, in order to better attract customers, improve customer loyalty, quality and ability of operators in the effort to improve customer service, for China Unicom, itself 6 channels,7 service and 8 class applications to service for customers, according to the requirements of Chinese Unicom, when the service is completed, need to customer satisfaction investigation, if the investigation of customer service module each information systems to build their own satisfaction, it will cause the repeated investment of information construction in China Unicom the waste of resources, brought to the group, in order to solve this problem, the better for the customer service, Chinese Unicom Group decided to unify the customer satisfaction survey system in the Ministry of construction group.China Unicom customer satisfaction survey system in architecture design, the use of B/S mode to carry out the construction, because the system itself is to provide services for China Unicom internal multiple business system, in order to ensure that will not have an impact on other business systems. Therefore, this system system must ensure the high reliability and stability, in the choice of the database, choose the telecommunications industry the longest use of Oracle database, in the choice of application server, Weblogic application server, and on top of the application server, through a four layer exchange equipment F5 to configure load balancing, to pressure on the overall access to the equilibrium distribution. In this way, the overall structure of the customer satisfaction survey system is completed..China Unicom customer satisfaction survey system from the perspective of functional modules, is divided into three core modules, respectively is the survey management module, information management module and interface module, statistical analysis, the survey management module mainly realizes the whole process management of customer service satisfaction survey, including questionnaire generation, generation SMS reply customer survey, content analysis; interface information management module is mainly between the satisfaction survey system with other business system interface management, the main business includes receiving channel to upload data interface, the results of the survey return headquarters headquarters back to disturb customer interface, interface; statistical analysis module is through analysis the data in the system, it has guiding significance for the Unicom Group services to improve the operation and management of data information. Through the cooperation between the above three modules, it can complete the main business of China Unicom customer satisfaction survey system.In addition, there is a need to consider to China Unicom customer satisfaction survey system is a continuous expansion of the system and within the group in various business systems will gradually between customer satisfaction survey system and establishment of the interface for data interaction, so in the beginning of the design must to ensure that the system has strong expansibility.