The Design And Implemention Of Complaint Analysis Subsystem In User Experience Analysis System

With the development of the era of mobile Internet and big data, the number of online content is increasing, and the number of data is growing fast. At the same time, the user's demand is also from homogeneity to personalization, and expectations of service quality is improving. Traditional management analysis system cannot meet the individual needs of users, and is not prompt and real-time for user information's feedback, so lost the initiative of service for the customer.User experience analysis system is in the context of big data precision marketing, based on the needs of operators, added to the original business analysis system, aims to establish an analysis system for providing basic ability, for the purpose of data collection and data services support. The thesis mainly designs and implement the complaint analysis subsystem of user experience analysis system, collect statistics and analyze the user's complaint information to predict users'behavior and set the corresponding marketing strategy.Based on the actual needs of project, this thesis studies listing data statistics, project data statistics and text analysis. The listing data statistics consists of complaints amount analysis, electronic channels complaints analysis and repeated complaints analysis. The project analysis consists of data complaints analysis and sensitive customer recognition. The text analysis consists of complaints text mining and text analysis model management. In addition, this thesis describes development and test environment of the system, and focuses on the testing and verify of functional instructions. At last, this thesis summarizes the realization of the system and prospects its future from multiple angles.