Research On Consumer Experience Improvement Of Xiaomi Smart Home

China has entered a new era of socialism.Driven by people’s growing need for a better home life and the rapid development of Internet of Things technology,smart home products and their industries came into being.In the new era,smart home products with a sense of science and technology gradually replace the traditional furniture and household appliances,and become the main trend in the field of home furnishings.Many large enterprises are attracted by the market space,they enter the market and compete with each other.However,due to the wide range of technologies required by the smart home industry and many product lines,no single company can integrate all product ecology,so the current smart home market pattern is undecided.As a small and medium-sized enterprise that has not been established for a long time,Xiaomi must constantly understand customer needs,improve products and services,and enhance consumer experience if it wants to enhance its competitiveness and occupy a larger market space.Taking Xiaomi’s smart home products as the research object,this paper aims at the problem of low consumer experience in smart home products,takes consumer experience theory as the guide,combines online reviews,collects data,builds models,and analyzes the reasons.Firstly,this paper studies the literature related to consumer experience at home and abroad,and sorts out the theories and methods applied in this paper.Secondly,the crawled online user comments on Xiaomi’s official website were extracted from high-frequency words,classified by content analysis,and learned from the existing literature results of China’s consumer experience index model,combined with Xiaomi’s actual construction of Xiaomi’s smart home product consumer experience evaluation system.Thirdly,the weights of six second-level indicators and seventeen third-level indicators were determined by analytic hierarchy,and sentiment analysis was carried out by constructing an emotional dictionary,and the data was quantitatively processed.Finally,through IPA analysis,the advantages and disadvantages and deep-seated reasons of Xiaomi’s customer satisfaction are analyzed.The conclusions drawn in this article are as follows: First,compared with itself,Y firm’s brand awareness,product styles,functional effects,product ease of use and cost-effective indicators are in the advantage area of the IPA analysis.Second,Y firm’s overall consumer satisfaction still has a big gap,and it needs to work hard to improve it in an all-round way.Third,Y firm’s product quality,overall image of the brand,perceived value,and perceived service quality,which need to be improve on the whole.