Design And Implementation Of Satisfaction Survey For Telecommunications Customers

In recent years, with the gradual maturity of the telecom market, the domestic telecom industry has a fierce competition increasingly. In the fierce market competition environment, telecom customer satisfaction has been one of the important method to keep telecom operator of competitive advantage.Customer satisfaction can let the telecom enterprise to grasp the market trend accurately. According to the results of statistical data, telecom enterprise will make business decisions. Therefore, combined with the actual situation of China Tie Tong Harbin branch, we design and implement a telecom customer satisfaction survey system.Under the framework of Think PHP, telecom customer satisfaction survey system adopts three layers of structure and uses PHP as the main development language. We use Highcharts to develop the front-end of system, including the page, statistical chart and so on. We utilize the apache to analysis PHP for the back-end, including the calculation of statistical data, data transmission or recovery and others. The Server 2008 R2 Enterprise is the database of the system. The Think PHP and Highcharts help us to shorten the system development cycle and the system is easy to maintain.Telecom customer satisfaction survey system consists of six main function modules, log in and register function, template function, questionnaire design function, questionnaire release function, data analysis function and my questionnaire function, respectively. Firstly, in the introduction part, we put forward the source and the background of this subject, and analyzed the related research status at home and abroad, summarized the main research contents of this paper. Secondly, according to the actual working condition of China tietong Harbin branch, we obtain the requirement analysis of system, and discussed the key technol ogy of the demand. Combined with traditional satisfaction model, we present a satisfaction model for telecom customer. The model improves the user expectations, value perception, satisfaction and identification, operator impression and perator service.In this paper, a detailed design of the system is made including the overall system architecture, physical topology, the overall functional architecture, the function of each part and database design. Under the Think PHP framework, using PHP language, combined with Highcharts graphics library, to achieve the telecom customer satisfaction survey system.Finally, the system function test and performance test are completed by the design of test case and pressure test. The test results show that the telecom custome r satisfaction survey system running well and meet the design requirements.