The Evaluation Model of Customer Satisfaction in Client Service Hotline Based on BP Neural Network

Client service hotline is a significant "window" through which telecommunication enterprises provide service to customers, and the customer satisfaction of client service hotline is directly related to the customer loyalty of telecommunication enterprises. Firstly, this paper takes communication operator's client service hotline in some province for research object, and uses quality system of telecommunication operation in other countries for reference. Combining with the present situation of client service hotline, this paper then builds the evaluation index system for the customer satisfaction in client service hotline by studying and analyzing the service process, and putting forward eighteen factors that impacting customer satisfaction as well, which are classified to four items. Then, by using the characteristics of BP neural network, such as self-adapt, self-study and altitudinal fault tolerance, this paper establishes a model that evaluates and forecasts the customer satisfaction of client service hotline. The result of the research has indicated that the evaluation that the model made on the customer satisfaction of client service hotline is very appropriate.