{"id":70956,"date":"2023-09-08T05:32:50","date_gmt":"2023-09-08T09:32:50","guid":{"rendered":"http:\/\/ideascale.com\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%a2%e6%88%b7%e5%8f%8d%e9%a6%88%e5%88%86%e6%9e%90%ef%bc%9f\/"},"modified":"2024-01-29T07:54:45","modified_gmt":"2024-01-29T11:54:45","slug":"%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%a2%e6%88%b7%e5%8f%8d%e9%a6%88%e5%88%86%e6%9e%90%ef%bc%9f","status":"publish","type":"post","link":"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%a2%e6%88%b7%e5%8f%8d%e9%a6%88%e5%88%86%e6%9e%90%ef%bc%9f\/","title":{"rendered":"\u4ec0\u4e48\u662f\u5ba2\u6237\u53cd\u9988\u5206\u6790\uff1f \u5b9a\u4e49\u3001\u65b9\u6cd5\u3001\u5de5\u5177\u548c\u6700\u4f73\u505a\u6cd5"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-right-small:0px;--awb-padding-left-small:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1248px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\" style=\"--awb-font-size:22px;\"><p><strong><b>\u76ee\u5f55<\/b><\/strong><\/p>\n<\/div><div class=\"awb-toc-el awb-toc-el--1\" data-awb-toc-id=\"1\" data-awb-toc-options=\"{&quot;allowed_heading_tags&quot;:{&quot;h2&quot;:0},&quot;ignore_headings&quot;:&quot;&quot;,&quot;ignore_headings_words&quot;:&quot;&quot;,&quot;enable_cache&quot;:&quot;yes&quot;,&quot;highlight_current_heading&quot;:&quot;no&quot;,&quot;hide_hidden_titles&quot;:&quot;yes&quot;,&quot;limit_container&quot;:&quot;all&quot;,&quot;select_custom_headings&quot;:&quot;&quot;,&quot;icon&quot;:&quot;fa-flag fas&quot;,&quot;counter_type&quot;:&quot;decimal&quot;}\" style=\"--awb-counter-type:counters(awb-toc, &quot;.&quot;, decimal) &quot;. &quot;;\"><div class=\"awb-toc-el__content\"><\/div><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-blend:overlay;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-2\"><h2 id=\"toc_What_is_Customer_Feedback_Analysis\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">\u4ec0\u4e48\u662f\u5ba2\u6237\u53cd\u9988\u5206\u6790\uff1f<\/h2>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u53cd\u9988\u5206\u6790\u662f\u6307\u7cfb\u7edf\u6536\u96c6\u3001\u6574\u7406\u548c\u89e3\u91ca\u5ba2\u6237\u5bf9\u4ea7\u54c1\u3001\u670d\u52a1\u6216\u4f53\u9a8c\u7684\u53cd\u9988\u548c\u610f\u89c1\u7684\u8fc7\u7a0b\u3002 \u5b83\u662f\u5ba2\u6237\u5173\u7cfb\u7ba1\u7406\u548c\u4e1a\u52a1\u6539\u8fdb\u6218\u7565\u7684\u91cd\u8981\u7ec4\u6210\u90e8\u5206\u3002 \u5ba2\u6237\u53cd\u9988\u5206\u6790\u7684\u4e3b\u8981\u76ee\u7684\u662f\u6df1\u5165\u4e86\u89e3\u5ba2\u6237\u6ee1\u610f\u5ea6\uff0c\u786e\u5b9a\u9700\u8981\u6539\u8fdb\u7684\u5730\u65b9\uff0c\u5e76\u505a\u51fa\u4ee5\u6570\u636e\u4e3a\u5bfc\u5411\u7684\u51b3\u7b56\uff0c\u4ee5\u63d0\u5347\u6574\u4f53\u5ba2\u6237\u4f53\u9a8c\u3002<\/span><\/p>\n<p><b>\u5ba2\u6237\u53cd\u9988\u5206\u6790\u7684\u5173\u952e\u7ec4\u6210\u90e8\u5206<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u53cd\u9988\u5206\u6790\u6d89\u53ca\u51e0\u4e2a\u5173\u952e\u90e8\u5206\uff0c\u5bf9\u4e8e\u6709\u6548\u4e86\u89e3\u548c\u5229\u7528\u5ba2\u6237\u610f\u89c1\u4ee5\u6539\u8fdb\u4ea7\u54c1\u3001\u670d\u52a1\u548c\u6574\u4f53\u5ba2\u6237\u6ee1\u610f\u5ea6\u81f3\u5173\u91cd\u8981\u3002 \u8fd9\u4e9b\u7ec4\u4ef6\u5305\u62ec<\/span><\/p>\n<ul>\n<li><b>\u6570\u636e\u6536\u96c6\uff1a<\/b><span style=\"font-weight: 400;\"> \u4ece\u591a\u79cd\u6e20\u9053\u6536\u96c6<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\uff0c\u5305\u62ec\u8c03\u67e5\u3001\u793e\u4ea4\u5a92\u4f53\u3001\u7535\u5b50\u90ae\u4ef6\u3001\u7535\u8bdd\u548c\u73b0\u573a\u4e92\u52a8\u3002 \u8fd9\u4e9b\u6570\u636e\u53ef\u4ee5\u662f\u4e3b\u52a8\u7d22\u53d6\u7684\uff0c\u4e5f\u53ef\u4ee5\u662f\u975e\u4e3b\u52a8\u7d22\u53d6\u7684\uff0c\u800c\u4e14\u4ece\u5ba2\u6237\u65c5\u7a0b\u7684\u5404\u4e2a\u63a5\u89e6\u70b9\u83b7\u53d6\u53cd\u9988\u81f3\u5173\u91cd\u8981\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u6570\u636e\u5904\u7406\uff1a<\/b><span style=\"font-weight: 400;\"> \u6e05\u7406\u548c\u6574\u7406\u6536\u96c6\u5230\u7684\u6570\u636e\uff0c\u786e\u4fdd\u5176\u8d28\u91cf\u548c\u4e00\u81f4\u6027\u3002 \u8fd9\u4e00\u6b65\u9aa4\u5305\u62ec\u5220\u9664\u91cd\u590d\u5185\u5bb9\u3001\u5bf9\u53cd\u9988\u8fdb\u884c\u5206\u7c7b\u4ee5\u53ca\u51c6\u5907\u5206\u6790\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u60c5\u611f\u5206\u6790\uff1a<\/b><span style=\"font-weight: 400;\"> \u4f7f\u7528\u81ea\u7136\u8bed\u8a00\u5904\u7406 (NLP) \u548c\u673a\u5668\u5b66\u4e60\u6280\u672f\u786e\u5b9a\u5ba2\u6237\u53cd\u9988\u4e2d\u8868\u8fbe\u7684\u60c5\u611f\u3002 \u60c5\u611f\u5206\u6790\u6709\u52a9\u4e8e\u5c06\u53cd\u9988\u5206\u4e3a\u6b63\u9762\u3001\u8d1f\u9762\u6216\u4e2d\u6027\uff0c\u5e76\u63d0\u4f9b\u603b\u4f53\u60c5\u611f\u8bc4\u5206\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u4e3b\u9898\u5efa\u6a21\uff1a  <\/b><span style=\"font-weight: 400;\">\u91c7\u7528\u4e3b\u9898\u5efa\u6a21\u7b49\u6280\u672f\uff0c\u5c06<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u5f52\u7eb3\u4e3a\u7279\u5b9a\u7684\u4e3b\u9898\u3001\u4e13\u9898\u6216\u7c7b\u522b\u3002 \u8fd9\u6709\u52a9\u4e8e\u786e\u5b9a\u5ba2\u6237\u63d0\u53ca\u7684\u5171\u540c\u95ee\u9898\u3001\u5173\u6ce8\u70b9\u6216\u611f\u5174\u8da3\u7684\u9886\u57df\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u5b9a\u91cf\u5206\u6790\uff1a<\/b><span style=\"font-weight: 400;\">Analyzing numerical data, such as ratings, scores, and metrics like Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT), to track trends and gauge overall satisfaction levels.<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u5b9a\u6027\u5206\u6790\uff1a<\/b><span style=\"font-weight: 400;\"> \u901a\u8fc7\u9605\u8bfb\u548c\u5206\u7c7b\u610f\u89c1\u3001\u8bc6\u522b\u91cd\u590d\u51fa\u73b0\u7684\u95ee\u9898\u4ee5\u53ca\u63d0\u53d6\u53ef\u64cd\u4f5c\u7684\u89c1\u89e3\uff0c\u6df1\u5165\u7814\u7a76\u53cd\u9988\u7684\u5b9a\u6027\u65b9\u9762\u3002 \u8fd9\u4e00\u6b65\u9aa4\u6709\u52a9\u4e8e\u53d1\u73b0\u5ba2\u6237\u6295\u8bc9\u3001\u5efa\u8bae\u548c\u8868\u626c\u7684\u5177\u4f53\u5185\u5bb9\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u6839\u6e90\u5206\u6790\uff1a  <\/b><span style=\"font-weight: 400;\">\u627e\u51fa\u5ba2\u6237\u53cd\u590d\u63d0\u51fa\u95ee\u9898\u6216\u7591\u8651\u7684\u6839\u672c\u539f\u56e0\u3002 \u8fd9\u5c31\u9700\u8981\u8d85\u8d8a\u8868\u9762\u75c7\u72b6\uff0c\u4e86\u89e3\u67d0\u4e9b\u95ee\u9898\u53d1\u751f\u7684\u539f\u56e0\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u786e\u5b9a\u4f18\u5148\u6b21\u5e8f\uff1a  <\/b><span style=\"font-weight: 400;\">\u6839\u636e\u5bf9\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u4e1a\u52a1\u76ee\u6807\u7684\u5f71\u54cd\uff0c\u786e\u5b9a\u9996\u5148\u8981\u89e3\u51b3\u7684\u95ee\u9898\u6216\u673a\u9047\u3002 \u901a\u8fc7\u4f18\u5148\u6392\u5e8f\u7684\u505a\u6cd5\u4f18\u5316\u8d44\u6e90\u5206\u914d\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u62a5\u544a\u548c\u53ef\u89c6\u5316\uff1a  <\/b><span style=\"font-weight: 400;\">\u4ee5\u56fe\u8868\u3001\u56fe\u5f62\u3001\u4eea\u8868\u76d8\u548c\u62a5\u544a\u7b49\u6e05\u6670\u76f4\u89c2\u7684\u5f62\u5f0f\u5c55\u793a\u7814\u7a76\u7ed3\u679c\u3002 \u53ef\u89c6\u5316\u4f7f\u5229\u76ca\u76f8\u5173\u8005\u66f4\u5bb9\u6613\u638c\u63e1\u6d1e\u5bdf\u529b\u548c\u8d8b\u52bf\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u884c\u52a8\u89c4\u5212\uff1a  <\/b><span style=\"font-weight: 400;\">\u5236\u5b9a\u884c\u52a8\u8ba1\u5212\u548c\u6218\u7565\uff0c\u89e3\u51b3\u5df2\u53d1\u73b0\u7684\u95ee\u9898\uff0c\u6539\u5584\u5ba2\u6237\u4f53\u9a8c\u3002 \u8fd9\u5305\u62ec\u8bbe\u5b9a\u5177\u4f53\u76ee\u6807\u3001\u5206\u914d\u8d23\u4efb\u3001\u5236\u5b9a\u65f6\u95f4\u8868\u548c\u76d1\u7763\u8fdb\u5c55\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u6301\u7eed\u76d1\u63a7\uff1a <\/b><span style=\"font-weight: 400;\">\u5b9e\u65bd\u6301\u7eed\u7684\u6570\u636e\u6536\u96c6\u548c\u5206\u6790\u673a\u5236\uff0c\u4ee5\u8ddf\u8e2a\u6539\u8fdb\u60c5\u51b5\u3001\u53d1\u73b0\u65b0\u95ee\u9898\u5e76\u5b9e\u65f6\u8c03\u6574\u6218\u7565\u3002 \u6301\u7eed\u76d1\u6d4b\u53ef\u786e\u4fdd\u7ec4\u7ec7\u5bf9\u4e0d\u65ad\u53d8\u5316\u7684\u5ba2\u6237\u9700\u6c42\u548c\u504f\u597d\u4fdd\u6301\u5feb\u901f\u53cd\u5e94\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u53cd\u9988\u56de\u8def\uff1a  <\/b><span style=\"font-weight: 400;\">\u5efa\u7acb\u53cd\u9988\u56de\u8def\uff0c\u8ba9\u5ba2\u6237\u770b\u5230\u4ed6\u4eec\u7684\u53cd\u9988\u610f\u89c1\u53d7\u5230\u91cd\u89c6\u5e76\u88ab\u91c7\u7eb3\u3002 \u4e0e\u5ba2\u6237\u6c9f\u901a\u4ed6\u4eec\u7684\u53cd\u9988\u610f\u89c1\u6240\u5e26\u6765\u7684\u53d8\u5316\u548c\u6539\u8fdb\uff0c\u53ef\u4ee5\u589e\u5f3a\u4fe1\u4efb\u5ea6\u548c\u5fe0\u8bda\u5ea6\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u8de8\u804c\u80fd\u534f\u4f5c\uff1a <\/b><span style=\"font-weight: 400;\">\u9f13\u52b1\u7ec4\u7ec7\u5185\u4e0d\u540c\u90e8\u95e8\u548c\u56e2\u961f\u4e4b\u95f4\u7684\u534f\u4f5c\uff0c\u786e\u4fdd\u53cd\u9988\u9a71\u52a8\u7684\u89c1\u89e3\u5728\u6574\u4e2a\u516c\u53f8\u5185\u5f97\u5230\u5171\u4eab\u548c\u843d\u5b9e\u3002<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u8fd9\u4e9b\u5173\u952e\u8981\u7d20\u5171\u540c\u4f5c\u7528\uff0c\u521b\u5efa\u4e86\u4e00\u4e2a\u5168\u9762\u7684\u5ba2\u6237\u53cd\u9988\u5206\u6790\u6d41\u7a0b\uff0c\u5e2e\u52a9\u4f01\u4e1a\u83b7\u5f97\u6709\u4ef7\u503c\u7684\u89c1\u89e3\uff0c\u505a\u51fa\u660e\u667a\u7684\u51b3\u7b56\uff0c\u5e76\u4e0d\u65ad\u6539\u8fdb\u4ea7\u54c1\u548c\u670d\u52a1\uff0c\u4ee5\u6ee1\u8db3\u5ba2\u6237\u7684\u671f\u671b\uff0c\u63d0\u5347\u6574\u4f53\u5ba2\u6237\u4f53\u9a8c\u3002<\/span><\/p>\n<h2 id=\"toc_What_is_Customer_Feedback_Analysis_11_Key_Steps\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">\u5ba2\u6237\u53cd\u9988\u5206\u6790\u7684 11 \u4e2a\u5173\u952e\u6b65\u9aa4<\/h2>\n<p><span style=\"font-weight: 400;\">\u4ee5\u4e0b\u662f\u5ba2\u6237\u53cd\u9988\u5206\u6790\u7684\u5173\u952e\u6b65\u9aa4\uff1a<\/span><\/p>\n<p><b>\u6b65\u9aa4 1 \u2013 \u6570\u636e\u6536\u96c6<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u4ece\u5404\u79cd\u6e20\u9053\u6536\u96c6<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\uff0c\u5305\u62ec\u8c03\u67e5\u3001\u5728\u7ebf\u8bc4\u8bba\u3001\u793e\u4ea4\u5a92\u4f53\u8bc4\u8bba\u3001\u7535\u5b50\u90ae\u4ef6\u3001\u7535\u8bdd\u548c\u73b0\u573a\u4e92\u52a8\u3002 \u53ef\u4ee5\u901a\u8fc7\u7ed3\u6784\u5316\u8c03\u67e5\u5f81\u6c42\u53cd\u9988\u610f\u89c1\uff0c\u4e5f\u53ef\u4ee5\u901a\u8fc7\u4e0d\u8bf7\u81ea\u6765\u7684\u8bc4\u8bba\u83b7\u5f97\u53cd\u9988\u610f\u89c1\u3002<\/span><\/p>\n<p><b>\u6b65\u9aa4 2 \u2013 \u6570\u636e\u6e05\u7406\u548c\u6574\u7406<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u786e\u4fdd\u5bf9\u6536\u96c6\u7684\u6570\u636e\u8fdb\u884c\u6e05\u7406\u548c\u6574\u7406\uff0c\u4ee5\u4fbf\u8fdb\u884c\u5206\u6790\u3002 \u5220\u9664\u91cd\u590d\u6761\u76ee\uff0c\u6839\u636e\u4e3b\u9898\u6216\u4e13\u9898\u5bf9\u53cd\u9988\u8fdb\u884c\u5206\u7c7b\uff0c\u5e76\u521b\u5efa\u7ed3\u6784\u5316\u6570\u636e\u96c6\u3002<\/span><\/p>\n<p><b>\u6b65\u9aa4 3\u2013\u60c5\u611f\u5206\u6790<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u4f7f\u7528\u81ea\u7136\u8bed\u8a00\u5904\u7406 (NLP) \u6280\u672f\u786e\u5b9a<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u4e2d\u8868\u8fbe\u7684\u60c5\u611f\u3002 \u8fd9\u6709\u52a9\u4e8e\u5c06\u53cd\u9988\u5206\u4e3a\u6b63\u9762\u3001\u8d1f\u9762\u6216\u4e2d\u6027\uff0c\u4ece\u800c\u63d0\u4f9b\u4e00\u4e2a\u603b\u4f53\u60c5\u611f\u5206\u6570\u3002<\/span><\/p>\n<p><b>\u6b65\u9aa4 4 \u2013 \u4e3b\u9898\u5efa\u6a21<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u91c7\u7528\u4e3b\u9898\u5efa\u6a21\u7b49\u6280\u672f\uff08\u5982\u6f5c\u5728 Dirichlet \u5206\u914d\uff09\u5c06<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u5f52\u7c7b\u4e3a\u4e3b\u9898\u6216\u7c7b\u522b\u3002 \u8fd9\u6709\u52a9\u4e8e\u627e\u51fa\u5ba2\u6237\u63d0\u5230\u7684\u5171\u540c\u95ee\u9898\u6216\u4e3b\u9898\u3002<\/span><\/p>\n<p><b>\u6b65\u9aa4 5\u2013\u5b9a\u91cf\u5206\u6790<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5206\u6790<a href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%9a%e9%87%8f%e7%a0%94%e7%a9%b6\/\">\u5b9a\u91cf<\/a>\u6570\u636e\uff0c\u5982\u8bc4\u7ea7\u548c\u5206\u6570\uff0c\u4ee5\u8ddf\u8e2a\u8d8b\u52bf\u548c\u968f\u65f6\u95f4\u7684\u53d8\u5316\u3002 \u8fd9\u53ef\u80fd\u5305\u62ec\u8ba1\u7b97\u51c0\u63a8\u8350\u503c (NPS)\u3001\u5ba2\u6237\u6ee1\u610f\u5ea6 (CSAT) \u6216\u5176\u4ed6\u76f8\u5173\u6307\u6807\u3002<\/span><\/p>\n<p><b>\u6b65\u9aa4 6\u2013\u5b9a\u6027\u5206\u6790<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u6df1\u5165\u7814\u7a76<a href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%9a%e6%80%a7%e7%a0%94%e7%a9%b6\/\">\u5b9a\u6027<\/a>\u53cd\u9988\uff0c\u4e86\u89e3\u5ba2\u6237\u6295\u8bc9\u3001\u5efa\u8bae\u548c\u8868\u626c\u7684\u5177\u4f53\u5185\u5bb9\u3002 \u8fd9\u5305\u62ec\u9605\u8bfb\u548c\u5206\u7c7b\u8bc4\u8bba\uff0c\u5e76\u5bfb\u627e\u6a21\u5f0f\u548c\u53ef\u64cd\u4f5c\u7684\u89c1\u89e3\u3002<\/span><\/p>\n<p><b>\u6b65\u9aa4 7\u2013\u6839\u672c\u539f\u56e0\u5206\u6790<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u627e\u51fa\u5ba2\u6237\u53cd\u590d\u63d0\u51fa\u95ee\u9898\u6216\u7591\u8651\u7684\u6839\u672c\u539f\u56e0\u3002 \u8fd9\u53ef\u80fd\u9700\u8981\u6df1\u5165\u6316\u6398\u6570\u636e\uff0c\u627e\u51fa\u67d0\u4e9b\u95ee\u9898\u53d1\u751f\u7684\u539f\u56e0\u3002<\/span><\/p>\n<p><b>\u6b65\u9aa4 8 \u2013 \u786e\u5b9a\u4f18\u5148\u6b21\u5e8f<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u6839\u636e\u95ee\u9898\u6216\u673a\u9047\u5bf9\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u4e1a\u52a1\u76ee\u6807\u7684\u5f71\u54cd\uff0c\u786e\u5b9a\u5e94\u9996\u5148\u89e3\u51b3\u7684\u95ee\u9898\u6216\u673a\u9047\u3002<\/span><\/p>\n<p><b>\u6b65\u9aa4 9 \u2013 \u62a5\u544a\u548c\u53ef\u89c6\u5316<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u4ee5\u6e05\u6670\u76f4\u89c2\u7684\u5f62\u5f0f\uff08\u5982\u56fe\u8868\u3001\u56fe\u5f62\u548c\u62a5\u544a\uff09\u5c55\u793a\u7814\u7a76\u7ed3\u679c\uff0c\u4f7f\u5229\u76ca\u76f8\u5173\u8005\u66f4\u5bb9\u6613\u7406\u89e3\u5e76\u6839\u636e\u6d1e\u5bdf\u529b\u91c7\u53d6\u884c\u52a8\u3002<\/span><\/p>\n<p><b>\u6b65\u9aa4 10 \u2013 \u884c\u52a8\u89c4\u5212<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5236\u5b9a\u884c\u52a8\u8ba1\u5212\u548c\u6218\u7565\uff0c\u89e3\u51b3\u53d1\u73b0\u7684\u95ee\u9898\uff0c\u6539\u5584\u5ba2\u6237\u4f53\u9a8c\u3002 \u5206\u914d\u89d2\u8272\u3001\u786e\u5b9a\u671f\u9650\u5e76\u76d1\u7763\u8fdb\u5c55\u3002<\/span><\/p>\n<p><b>\u6b65\u9aa4 11 \u2013 \u6301\u7eed\u76d1\u6d4b<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5b9e\u65bd\u6301\u7eed\u6536\u96c6\u548c\u5206\u6790<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u7684\u673a\u5236\uff0c\u4f7f\u7ec4\u7ec7\u80fd\u591f\u8ddf\u8e2a\u6539\u8fdb\u60c5\u51b5\u3001\u53d1\u73b0\u65b0\u95ee\u9898\u5e76\u76f8\u5e94\u8c03\u6574\u6218\u7565\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u53cd\u9988\u5206\u6790\u662f\u4e00\u4e2a\u8fed\u4ee3\u8fc7\u7a0b\uff0c\u9700\u8981\u6301\u7eed\u5173\u6ce8\u5ba2\u6237\u9700\u6c42\u548c\u504f\u597d\uff0c\u5e76\u5bf9\u5176\u505a\u51fa\u54cd\u5e94\u3002 \u901a\u8fc7\u7cfb\u7edf\u5730\u5206\u6790\u5ba2\u6237\u53cd\u9988\uff0c\u4f01\u4e1a\u53ef\u4ee5\u505a\u51fa\u660e\u667a\u7684\u51b3\u7b56\uff0c\u6539\u8fdb\u4ea7\u54c1\u548c\u670d\u52a1\uff0c\u5e76\u5efa\u7acb\u66f4\u7262\u56fa\u7684\u5ba2\u6237\u5173\u7cfb\u3002<\/span><\/p>\n<p><span data-sheets-value=\"\" data-sheets-userformat=\"\" data-sheets-textstyleruns=\"\uee10\" data-sheets-hyperlinkruns=\"\uee10\"><b>\u4e86\u89e3\u66f4\u591a\uff1a<a class=\"in-cell-link\" href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%a2%e6%88%b7%e7%a0%94%e7%a9%b6\/\" rel=\"noopener\">\u4ec0\u4e48\u662f\u5ba2\u6237\u7814\u7a76\uff1f<\/a><\/b><\/span><\/p>\n<h2 id=\"toc_Customer_Feedback_Analysis_Methods\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">\u5ba2\u6237\u53cd\u9988\u5206\u6790\u65b9\u6cd5<\/h2>\n<p><span style=\"font-weight: 400;\">\u6839\u636e\u6570\u636e\u7684\u6027\u8d28\u548c\u5206\u6790\u7684\u76ee\u6807\uff0c\u53ef\u4ee5\u4f7f\u7528\u5404\u79cd\u65b9\u6cd5\u548c\u6280\u672f\u8fdb\u884c\u5ba2\u6237\u53cd\u9988\u5206\u6790\u3002 \u4ee5\u4e0b\u662f\u4e00\u4e9b\u5206\u6790\u5ba2\u6237\u53cd\u9988\u7684\u5e38\u7528\u65b9\u6cd5\u548c\u9014\u5f84\uff1a<\/span><\/p>\n<p><b>1.\u6587\u672c\u5206\u6790\u548c\u81ea\u7136\u8bed\u8a00\u5904\u7406\uff08NLP\uff09\uff1a<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u60c5\u611f\u5206\u6790\uff1a\u4f7f\u7528 NLP \u7b97\u6cd5\u786e\u5b9a\u5ba2\u6237\u610f\u89c1\u3001\u8bc4\u8bba\u6216\u8c03\u67e5\u56de\u590d\u4e2d\u8868\u8fbe\u7684\u60c5\u611f\uff08\u6b63\u9762\u3001\u8d1f\u9762\u3001\u4e2d\u6027\uff09\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u5b9e\u4f53\u8bc6\u522b\uff1a\u8bc6\u522b<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u4e2d\u63d0\u5230\u7684\u7279\u5b9a\u5b9e\u4f53\uff0c\u5982\u4ea7\u54c1\u540d\u79f0\u6216\u4eba\u7269\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u5173\u952e\u8bcd\u63d0\u53d6\uff1a\u8bc6\u522b\u53cd\u9988\u4e2d\u7ecf\u5e38\u63d0\u53ca\u7684\u91cd\u8981\u5173\u952e\u8bcd\u6216\u77ed\u8bed\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u6587\u672c\u805a\u7c7b\uff1a\u4f7f\u7528\u5206\u5c42\u805a\u7c7b\u6216 K-means \u805a\u7c7b\u7b49\u6280\u672f\uff0c\u5c06\u7c7b\u4f3c\u7684\u53cd\u9988\u610f\u89c1\u5f52\u5165\u805a\u7c7b\u6216\u7c7b\u522b\u3002<\/span><\/li>\n<\/ul>\n<p><b>2.\u4e3b\u9898\u5efa\u6a21\uff1a<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u6f5c\u5728 Dirichlet \u5206\u914d (LDA)\uff1a\u4e00\u79cd\u5728\u6587\u6863\uff08\u5ba2\u6237\u53cd\u9988\uff09\u96c6\u5408\u4e2d\u8bc6\u522b\u4e3b\u9898\u7684\u7edf\u8ba1\u65b9\u6cd5\u3002 LDA \u53ef\u4ee5\u5e2e\u52a9\u5c06\u53cd\u9988\u5f52\u7c7b\u4e3a\u4e3b\u9898\u6216\u4e13\u9898\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u975e\u8d1f\u77e9\u9635\u56e0\u5f0f\u5206\u89e3\uff08NMF\uff09\uff1a\u53e6\u4e00\u79cd\u4e3b\u9898\u5efa\u6a21\u6280\u672f\uff0c\u53ef\u7528\u4e8e\u53d1\u73b0<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u4e2d\u7684\u6f5c\u5728\u4e3b\u9898\u3002<\/span><\/li>\n<\/ul>\n<p><b>3.\u8c03\u67e5\u548c\u95ee\u5377\uff1a<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u8bbe\u8ba1\u7ed3\u6784\u5316\u8c03\u67e5\uff0c\u4f7f\u7528\u8bc4\u5206\u91cf\u8868\u548c\u5f00\u653e\u5f0f\u95ee\u9898\u6536\u96c6\u5b9a\u91cf\u548c\u5b9a\u6027\u53cd\u9988\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u4f7f\u7528\u8c03\u67e5\u5206\u6790\u8f6f\u4ef6\u8ba1\u7b97\u51c0\u4fc3\u8fdb\u8005\u5f97\u5206\uff08NPS\uff09\u6216\u5ba2\u6237\u6ee1\u610f\u5ea6\u5f97\u5206\uff08CSAT\uff09\u7b49\u6307\u6807\u3002<\/span><\/li>\n<\/ul>\n<p><b>4.\u6587\u672c\u6316\u6398\u5de5\u5177\uff1a<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u5229\u7528\u6587\u672c\u6316\u6398\u8f6f\u4ef6\u548c\u5de5\u5177\uff0c\u5982 Python \u7684 NLTK\uff08\u81ea\u7136\u8bed\u8a00\u5de5\u5177\u5305\uff09\u6216 spaCy\uff0c\u5bf9\u6587\u672c\u6570\u636e\u8fdb\u884c\u9884\u5904\u7406\u548c\u5206\u6790\u3002<\/span><\/li>\n<\/ul>\n<p><b>5.\u6570\u636e\u53ef\u89c6\u5316\uff1a<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u521b\u5efa\u6587\u5b57\u4e91\u3001\u6761\u5f62\u56fe\u548c\u70ed\u529b\u56fe\u7b49\u53ef\u89c6\u5316\u5de5\u5177\uff0c\u4ee5\u8868\u793a<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u6570\u636e\u5e76\u4f7f\u6a21\u5f0f\u66f4\u52a0\u660e\u663e\u3002<\/span><\/li>\n<\/ul>\n<p><b>6.\u673a\u5668\u5b66\u4e60<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u4e3a\u66f4\u9ad8\u7ea7\u7684\u5206\u6790\u5efa\u7acb\u673a\u5668\u5b66\u4e60\u6a21\u578b\uff0c\u5982\u9884\u6d4b\u5ba2\u6237\u884c\u4e3a\u7684\u9884\u6d4b\u6a21\u578b\u6216\u5c06\u53cd\u9988\u5f52\u5165\u9884\u5b9a\u4e49\u7684\u7c7b\u522b\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u4f7f\u7528\u5728\u5927\u578b\u6570\u636e\u96c6\u4e0a\u9884\u5148\u8bad\u7ec3\u7684\u60c5\u611f\u5206\u6790\u6a21\u578b\u6765\u8bc4\u4f30\u5ba2\u6237\u8bc4\u8bba\u4e2d\u7684\u60c5\u611f\u3002<\/span><\/li>\n<\/ul>\n<p><b>7.\u5b9a\u6027\u7f16\u7801\uff1a<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u901a\u8fc7\u9605\u8bfb\u8bc4\u8bba\u5e76\u6807\u6ce8\u76f8\u5173\u4e3b\u9898\u6216\u8bdd\u9898\uff0c\u5bf9<a href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%9a%e6%80%a7%e7%a0%94%e7%a9%b6\/\">\u5b9a\u6027<\/a>\u53cd\u9988\u8fdb\u884c\u624b\u52a8\u7f16\u7801\u548c\u5206\u7c7b\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u4f7f\u7528 NVivo \u6216 MAXQDA \u7b49\u5b9a\u6027\u5206\u6790\u8f6f\u4ef6\u6765\u534f\u52a9\u7f16\u7801\u548c\u7ec4\u7ec7\u5b9a\u6027\u6570\u636e\u3002<\/span><\/li>\n<\/ul>\n<p><b>8.\u57fa\u51c6\u548c\u6bd4\u8f83\u5206\u6790\uff1a<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u5c06<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u6570\u636e\u4e0e\u884c\u4e1a\u57fa\u51c6\u6216\u7ade\u4e89\u5bf9\u624b\u7684\u53cd\u9988\u6570\u636e\u8fdb\u884c\u6bd4\u8f83\uff0c\u4ee5\u6df1\u5165\u4e86\u89e3\u8d35\u7ec4\u7ec7\u76f8\u5bf9\u4e8e\u5176\u4ed6\u7ec4\u7ec7\u7684\u8868\u73b0\u3002<\/span><\/li>\n<\/ul>\n<p><b>9.\u6839\u6e90\u5206\u6790\uff1a<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u901a\u8fc7\u5206\u6790\u53cd\u9988\u6570\u636e\u7684\u6a21\u5f0f\u548c\u786e\u5b9a\u5171\u540c\u4e3b\u9898\uff0c\u8c03\u67e5\u53cd\u590d\u51fa\u73b0\u95ee\u9898\u7684\u6839\u672c\u539f\u56e0\u3002<\/span><\/li>\n<\/ul>\n<p><b>10.\u6587\u672c\u5206\u6790\u5e94\u7528\u7a0b\u5e8f\u63a5\u53e3\uff1a<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u5229\u7528\u7b2c\u4e09\u65b9\u6587\u672c\u5206\u6790 API\uff08\u5982\u8c37\u6b4c\u4e91\u81ea\u7136\u8bed\u8a00\u5904\u7406\u6216 IBM Watson \u63d0\u4f9b\u7684 API\uff09\u6267\u884c\u60c5\u611f\u5206\u6790\u3001\u5b9e\u4f53\u8bc6\u522b\u7b49\u3002<\/span><\/li>\n<\/ul>\n<p><b>11.\u793e\u4ea4\u5a92\u4f53\u76d1\u542c\u5de5\u5177\uff1a<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u4f7f\u7528\u793e\u4ea4\u5a92\u4f53\u8046\u542c\u548c\u76d1\u63a7\u5de5\u5177\uff0c\u8ddf\u8e2a\u548c\u5206\u6790\u793e\u4ea4\u5e73\u53f0\u4e0a\u7684\u5ba2\u6237\u60c5\u7eea\u548c\u53cd\u9988\u3002<\/span><\/li>\n<\/ul>\n<p><b>12.\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\uff1a<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u7ed8\u5236\u5ba2\u6237\u65c5\u7a0b\u56fe\uff0c\u53e0\u52a0\u5404\u63a5\u89e6\u70b9\u7684\u53cd\u9988\u6570\u636e\uff0c\u4ee5\u786e\u5b9a\u75db\u70b9\u548c\u6539\u8fdb\u673a\u4f1a\u3002<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u65b9\u6cd5\u7684\u9009\u62e9\u53d6\u51b3\u4e8e\u60a8\u7684\u5177\u4f53\u76ee\u6807\u3001\u53cd\u9988\u6570\u636e\u91cf\u3001\u53ef\u7528\u8d44\u6e90\u4ee5\u53ca\u5206\u6790\u6240\u9700\u7684\u8be6\u7ec6\u7a0b\u5ea6\u3002 \u5728\u8bb8\u591a\u60c5\u51b5\u4e0b\uff0c\u53ef\u4ee5\u7efc\u5408\u4f7f\u7528\u591a\u79cd\u65b9\u6cd5\u6765\u5168\u9762\u4e86\u89e3\u5ba2\u6237\u53cd\u9988\u5206\u6790\u3002<\/span><\/p>\n<p><span data-sheets-value=\"\" data-sheets-userformat=\"{'2':1071745,'3':,'10':2,'12':0,'14':{'1':3,'3':1},'15':'Arial','17':1,'23':1}\" data-sheets-textstyleruns=\"\uee10\" data-sheets-hyperlinkruns=\"\uee10\"><b>\u4e86\u89e3\u66f4\u591a\uff1a<a class=\"in-cell-link\" href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e7%a0%94%e7%a9%b6%e7%9b%ae%e6%a0%87\/\" rel=\"noopener\">\u4ec0\u4e48\u662f\u7814\u7a76\u76ee\u6807\uff1f<\/a><\/b><\/span><\/p>\n<h2 id=\"toc_Customer_Feedback_Analysis_Tools\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">\u5ba2\u6237\u53cd\u9988\u5206\u6790\u5de5\u5177<\/h2>\n<p><img decoding=\"async\" class=\"lazyload aligncenter wp-image-58663 size-fusion-600\" src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-descriptive-2-600x491.jpg\" data-orig-src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-descriptive-2-600x491.jpg\" alt=\"\u5ba2\u6237\u53cd\u9988\u5206\u6790\u5de5\u5177\" width=\"600\" height=\"491\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%27600%27%20height%3D%27491%27%20viewBox%3D%270%200%20600%20491%27%3E%3Crect%20width%3D%27600%27%20height%3D%27491%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-descriptive-2-200x164.jpg 200w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-descriptive-2-300x245.jpg 300w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-descriptive-2-400x327.jpg 400w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-descriptive-2-600x491.jpg 600w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Analysis-descriptive-2.jpg 715w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">IdeaScale \u662f\u4e00\u4e2a\u4e3b\u8981\u7528\u4e8e\u4f17\u5305\u548c\u521b\u610f\u7ba1\u7406\u800c\u975e\u5ba2\u6237\u53cd\u9988\u5206\u6790\u7684\u5e73\u53f0\u3002 \u4e0d\u8fc7\uff0c\u4e5f\u53ef\u4ee5\u6839\u636e\u5177\u4f53\u7684\u4f7f\u7528\u60c5\u51b5\u548c\u76ee\u6807\uff0c\u5bf9\u5176\u8fdb\u884c\u8c03\u6574\uff0c\u4ee5\u7eb3\u5165\u5ba2\u6237\u53cd\u9988\u5206\u6790\u7684\u5143\u7d20\u3002 \u4e0b\u9762\u4ecb\u7ecd\u5982\u4f55\u5229\u7528 IdeaScale \u8fdb\u884c\u5ba2\u6237\u53cd\u9988\u5206\u6790\uff1a<\/span><\/p>\n<ul>\n<li><b>\u81ea\u5b9a\u4e49\u521b\u610f\u63d0\u4ea4\u8868\uff1a  <\/b><span style=\"font-weight: 400;\">\u521b\u5efa\u81ea\u5b9a\u4e49\u60f3\u6cd5\u63d0\u4ea4\u8868\u5355\uff0c\u8ba9\u5ba2\u6237\u63d0\u4f9b\u53cd\u9988\u3001\u5efa\u8bae\u6216\u610f\u89c1\u3002 \u5305\u62ec\u6ee1\u610f\u5ea6\u8bc4\u5206\u3001\u95ee\u9898\u63cf\u8ff0\u6216\u6539\u8fdb\u5efa\u8bae\u5b57\u6bb5\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u5bf9\u53cd\u9988\u8fdb\u884c\u5206\u7c7b\uff1a  <\/b><span style=\"font-weight: 400;\">\u4f7f\u7528 IdeaScale \u7684\u5206\u7c7b\u529f\u80fd\u5c06<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u6807\u8bb0\u5e76\u6574\u7406\u4e3a\u4e0d\u540c\u7684\u7c7b\u522b\u6216\u4e3b\u9898\u3002 \u8fd9\u6709\u52a9\u4e8e\u5bf9\u7c7b\u4f3c\u7684\u53cd\u9988\u8fdb\u884c\u5206\u7ec4\u5206\u6790\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u8868\u51b3\u548c\u6392\u540d\uff1a  <\/b><span style=\"font-weight: 400;\">\u5141\u8bb8\u5ba2\u6237\u548c\u7528\u6237\u5bf9\u63d0\u4ea4\u7684\u53cd\u9988\u610f\u89c1\u8fdb\u884c\u6295\u7968\u3002 \u8fd9\u6709\u52a9\u4e8e\u786e\u5b9a\u54ea\u4e9b\u95ee\u9898\u6216\u5efa\u8bae\u5bf9\u5ba2\u6237\u7fa4\u6700\u91cd\u8981\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u8bc4\u8bba\u548c\u8ba8\u8bba\uff1a<\/b><span style=\"font-weight: 400;\"> \u8ba9\u5ba2\u6237\u80fd\u591f\u5728\u8bc4\u8bba\u90e8\u5206\u63d0\u4f9b\u66f4\u591a\u80cc\u666f\u6216\u7ec6\u8282\u3002 \u8fd9\u6709\u52a9\u4e8e\u5bf9\u53cd\u9988\u8fdb\u884c<a href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%9a%e6%80%a7%e7%a0%94%e7%a9%b6\/\">\u5b9a\u6027\u7814\u7a76<\/a>\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u62a5\u544a\u548c\u5206\u6790\uff1a  <\/b><span style=\"font-weight: 400;\">\u5229\u7528 IdeaScale \u7684\u62a5\u544a\u548c\u5206\u6790\u529f\u80fd\u8ddf\u8e2a\u5ba2\u6237\u53cd\u9988\u8d8b\u52bf\u3002 \u76d1\u6d4b\u63d0\u4ea4\u3001\u6295\u7968\u548c\u8bc4\u8bba\u7684\u6570\u91cf\uff0c\u4ee5\u8861\u91cf\u5bf9\u4e0d\u540c\u4e3b\u9898\u7684\u5174\u8da3\u7a0b\u5ea6\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u6574\u5408\uff1a  <\/b><span style=\"font-weight: 400;\">\u6839\u636e<a href=\"\/?page_id=58138\">IdeaScale<\/a> \u7684\u529f\u80fd\uff0c\u60a8\u53ef\u4ee5\u5c06\u5176\u4e0e\u5176\u4ed6\u4e13\u95e8\u4ece\u4e8b\u60c5\u611f\u5206\u6790\u6216\u6587\u672c\u5206\u6790\u7684\u5de5\u5177\u6216\u5e73\u53f0\u96c6\u6210\u3002 \u8fd9\u53ef\u4ee5\u5bf9\u57fa\u4e8e\u6587\u672c\u7684\u53cd\u9988\u8fdb\u884c\u66f4\u6df1\u5165\u7684\u5206\u6790\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u53cd\u9988\u56de\u8def\uff1a<\/b><span style=\"font-weight: 400;\"> \u5efa\u7acb\u53cd\u9988\u56de\u8def\uff0c\u4e0e\u5ba2\u6237\u6c9f\u901a\u4ed6\u4eec\u7684\u5efa\u8bae\u6216\u95ee\u9898\u7684\u5904\u7406\u60c5\u51b5\u3002 \u6839\u636e\u4ed6\u4eec\u7684\u53cd\u9988\u610f\u89c1\u8fdb\u884c\u4fee\u6539\u65f6\uff0c\u8981\u8ba9\u4ed6\u4eec\u77e5\u9053\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u8c03\u67e5\u548c\u6c11\u610f\u6d4b\u9a8c\uff1a  <\/b><span style=\"font-weight: 400;\">Create surveys or polls within IdeaScale to gather structured feedback from customers. \u8fd9\u53ef\u4ee5\u4f5c\u4e3a\u5f00\u653e\u5f0f\u53cd\u9988\u6536\u96c6\u7684\u8865\u5145\u3002<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u867d\u7136<a href=\"\/?page_id=58138\">IdeaScale<\/a>\u53ef\u4ee5\u8fdb\u884c\u8c03\u6574\u4ee5\u7eb3\u5165\u5ba2\u6237\u53cd\u9988\u5206\u6790\u5143\u7d20\uff0c\u4f46\u9700\u8981\u6ce8\u610f\u7684\u662f\uff0c\u5b83\u53ef\u80fd\u65e0\u6cd5\u63d0\u4f9b\u4e0e\u4e13\u7528\u5ba2\u6237\u53cd\u9988\u5206\u6790\u5de5\u5177\u76f8\u540c\u6c34\u5e73\u7684\u9ad8\u7ea7\u60c5\u611f\u5206\u6790\u6216\u6587\u672c\u6316\u6398\u529f\u80fd\u3002 \u5982\u679c\u60a8\u7684\u4e3b\u8981\u76ee\u6807\u662f\u8fdb\u884c\u6df1\u5165\u7684\u60c5\u611f\u5206\u6790\u6216\u6587\u672c\u5206\u6790\uff0c\u60a8\u53ef\u80fd\u9700\u8981\u8003\u8651\u5728\u4f7f\u7528 IdeaScale \u7684\u540c\u65f6\u4f7f\u7528\u4e13\u95e8\u7684\u5de5\u5177\u6765\u52a0\u5f3a\u60a8\u7684\u53cd\u9988\u5206\u6790\u5de5\u4f5c\u3002<\/span><\/p>\n<p><span data-sheets-value=\"\" data-sheets-userformat=\"{'2':1071745,'3':,'10':2,'12':0,'14':{'1':3,'3':1},'15':'Arial','17':1,'23':1}\" data-sheets-textstyleruns=\"\uee10\" data-sheets-hyperlinkruns=\"\uee10\"><b>\u4e86\u89e3\u66f4\u591a\u4fe1\u606f\uff1a<a class=\"in-cell-link\" href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e7%ab%9e%e4%ba%89%e6%80%a7%e7%a0%94%e7%a9%b6\/\" rel=\"noopener\">\u4ec0\u4e48\u662f\u7ade\u4e89\u529b\u7814\u7a76\uff1f<\/a><\/b><\/span><\/p>\n<h2 id=\"toc_Customer_Feedback_Analysis_Best_Practices\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">\u5ba2\u6237\u53cd\u9988\u5206\u6790\u6700\u4f73\u5b9e\u8df5<\/h2>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u53cd\u9988\u5206\u6790\u662f\u6539\u8fdb\u4ea7\u54c1\u3001\u670d\u52a1\u548c\u5ba2\u6237\u4f53\u9a8c\u7684\u91cd\u8981\u7ec4\u6210\u90e8\u5206\u3002 \u4e3a\u4e86\u6700\u5927\u9650\u5ea6\u5730\u53d1\u6325\u8fd9\u4e00\u7a0b\u5e8f\u7684\u4f18\u52bf\uff0c\u8bf7\u8003\u8651\u4ee5\u4e0b\u5efa\u8bae\u7684\u65b9\u6cd5\uff1a<\/span><\/p>\n<p><b>1.\u591a\u65b9\u6536\u96c6\u53cd\u9988\u610f\u89c1<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u901a\u8fc7\u5404\u79cd\u6e20\u9053\u6536\u96c6\u53cd\u9988\uff0c\u5305\u62ec\u8c03\u67e5\u3001\u793e\u4ea4\u5a92\u4f53\u3001\u7535\u5b50\u90ae\u4ef6\u3001\u7535\u8bdd\u548c\u73b0\u573a\u4e92\u52a8\u3002 \u5168\u9762\u7684\u6570\u636e\u6536\u96c6\u53ef\u63d0\u4f9b\u66f4\u5168\u9762\u7684\u5ba2\u6237\u60c5\u611f\u89c6\u56fe\u3002<\/span><\/p>\n<p><b>2.\u5236\u5b9a\u660e\u786e\u7684\u76ee\u6807<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u786e\u5b9a\u53cd\u9988\u5206\u6790\u5de5\u4f5c\u7684\u5177\u4f53\u76ee\u6807\u548c\u76ee\u7684\u3002 \u786e\u5b9a\u60a8\u60f3\u8981\u5b9e\u73b0\u7684\u76ee\u6807\uff0c\u4f8b\u5982\u627e\u51fa\u75db\u70b9\u3001\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u6216\u589e\u5f3a\u4ea7\u54c1\u529f\u80fd\u3002<\/span><\/p>\n<p><b>3.\u91c7\u7528\u7ed3\u6784\u5316\u65b9\u6cd5<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5236\u5b9a\u6536\u96c6\u3001\u5206\u6790\u548c\u843d\u5b9e\u53cd\u9988\u610f\u89c1\u7684\u7ed3\u6784\u5316\u65b9\u6cd5\u3002 \u8fd9\u6837\u53ef\u4ee5\u786e\u4fdd\u4e00\u81f4\u6027\uff0c\u5e76\u5e2e\u52a9\u60a8\u8ddf\u8e2a\u4e00\u6bb5\u65f6\u95f4\u7684\u8fdb\u5c55\u60c5\u51b5\u3002<\/span><\/p>\n<p><b>4.\u786e\u4fdd\u6570\u636e\u8d28\u91cf<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u901a\u8fc7\u6709\u6548\u6e05\u7406\u548c\u6574\u7406\u6570\u636e\uff0c\u4fdd\u6301\u6570\u636e\u8d28\u91cf\u3002 \u5220\u9664\u91cd\u590d\u5185\u5bb9\u3001\u7edf\u4e00\u683c\u5f0f\u5e76\u6838\u5b9e\u5ba2\u6237\u8be6\u7ec6\u4fe1\u606f\u7684\u51c6\u786e\u6027\u3002<\/span><\/p>\n<p><b>5.\u5b9e\u65bd\u60c5\u611f\u5206\u6790<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5229\u7528\u60c5\u611f\u5206\u6790\u6280\u672f\u5c06\u53cd\u9988\u5206\u4e3a\u6b63\u9762\u3001\u8d1f\u9762\u6216\u4e2d\u6027\u3002 \u8fd9\u6709\u52a9\u4e8e\u5feb\u901f\u786e\u5b9a\u9700\u8981\u5173\u6ce8\u7684\u9886\u57df\u3002<\/span><\/p>\n<p><b>6.\u7ec6\u5206\u6570\u636e<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u6839\u636e\u5ba2\u6237\u4eba\u53e3\u7edf\u8ba1\u3001\u4ea7\u54c1\u6216\u670d\u52a1\u4f7f\u7528\u60c5\u51b5\u6216\u5176\u4ed6\u76f8\u5173\u6807\u51c6\u5bf9\u53cd\u9988\u6570\u636e\u8fdb\u884c\u5206\u7c7b\u3002 \u8fd9\u6837\u53ef\u4ee5\u8fdb\u884c\u66f4\u6709\u9488\u5bf9\u6027\u7684\u5206\u6790\uff0c\u5e76\u5236\u5b9a\u4e2a\u6027\u5316\u7684\u884c\u52a8\u8ba1\u5212\u3002<\/span><\/p>\n<p><b>\u7ed3\u5408\u5b9a\u91cf\u548c\u5b9a\u6027\u7814\u7a76\u5206\u6790<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5e73\u8861<a href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%9a%e9%87%8f%e7%a0%94%e7%a9%b6\/\">\u5b9a\u91cf\u7814\u7a76<\/a>\uff08\u8bc4\u7ea7\u3001\u8bc4\u5206\uff09\u4e0e<a href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%9a%e6%80%a7%e7%a0%94%e7%a9%b6\/\">\u5b9a\u6027\u7814\u7a76<\/a>\uff08\u5f00\u653e\u5f0f\u8bc4\u8bba\uff09\u5206\u6790\uff0c\u4ee5\u5168\u9762\u4e86\u89e3\u5ba2\u6237\u60c5\u7eea\u548c\u95ee\u9898\u3002<\/span><\/p>\n<p><b>7.\u4f18\u5148\u8003\u8651\u53ef\u64cd\u4f5c\u7684\u89c1\u89e3<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u91cd\u70b9\u5173\u6ce8\u80fd\u591f\u5e26\u6765\u6709\u610f\u4e49\u6539\u8fdb\u7684\u53ef\u884c\u89c1\u89e3\u3002 \u6839\u636e\u95ee\u9898\u5bf9\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u4e1a\u52a1\u76ee\u6807\u7684\u5f71\u54cd\uff0c\u786e\u5b9a\u95ee\u9898\u7684\u8f7b\u91cd\u7f13\u6025\u3002<\/span><\/p>\n<p><b>8.\u8ba9\u8de8\u804c\u80fd\u56e2\u961f\u53c2\u4e0e\u8fdb\u6765<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u9f13\u52b1\u5e02\u573a\u8425\u9500\u3001\u4ea7\u54c1\u5f00\u53d1\u548c\u5ba2\u6237\u652f\u6301\u7b49\u4e0d\u540c\u90e8\u95e8\u4e4b\u95f4\u5f00\u5c55\u534f\u4f5c\uff0c\u786e\u4fdd\u5728\u6574\u4e2a\u7ec4\u7ec7\u5185\u5171\u4eab\u53cd\u9988\u610f\u89c1\u5e76\u91c7\u53d6\u76f8\u5e94\u884c\u52a8\u3002<\/span><\/p>\n<p><b>9.\u5b9e\u65bd\u95ed\u73af\u53cd\u9988\u7cfb\u7edf<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5efa\u7acb\u53cd\u9988\u56de\u8def\uff0c\u5c06\u5ba2\u6237\u53cd\u9988\u5e26\u6765\u7684\u53d8\u5316\u548c\u6539\u8fdb\u544a\u77e5\u5ba2\u6237\u3002 \u79ef\u6781\u54cd\u5e94\u5ba2\u6237\u9700\u6c42\u53ef\u5efa\u7acb\u4fe1\u4efb\u548c\u5fe0\u8bda\u5ea6\u3002<\/span><\/p>\n<p><b>10.\u6301\u7eed\u76d1\u6d4b<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5efa\u7acb\u6301\u7eed\u7684\u53cd\u9988\u6536\u96c6\u548c\u5206\u6790\u673a\u5236\uff0c\u4ee5\u8ddf\u8e2a\u6539\u8fdb\u60c5\u51b5\u3001\u53d1\u73b0\u65b0\u95ee\u9898\u5e76\u5b9e\u65f6\u8c03\u6574\u6218\u7565\u3002<\/span><\/p>\n<p><b>11.\u4ee5\u7ade\u4e89\u5bf9\u624b\u4e3a\u57fa\u51c6<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5c06\u60a8\u7684\u53cd\u9988\u6570\u636e\u548c\u7ee9\u6548\u6307\u6807\u4e0e\u884c\u4e1a\u57fa\u51c6\u6216\u7ade\u4e89\u5bf9\u624b\u8fdb\u884c\u6bd4\u8f83\uff0c\u4ee5\u83b7\u5f97\u66f4\u591a\u7684\u6d1e\u5bdf\u529b\u5e76\u5236\u5b9a\u5207\u5408\u5b9e\u9645\u7684\u76ee\u6807\u3002<\/span><\/p>\n<p><b>12.\u786e\u4fdd\u6570\u636e\u9690\u79c1\u548c\u5408\u89c4\u6027<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u9075\u5b88\u6570\u636e\u9690\u79c1\u6cd5\u89c4\uff0c\u5982 GDPR \u6216 CCPA\uff0c\u786e\u4fdd<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u6570\u636e\u7684\u5b89\u5168\u3002<\/span><\/p>\n<p><b>13.\u6295\u8d44\u4e8e\u53cd\u9988\u5206\u6790\u5de5\u5177<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5229\u7528\u4e13\u4e1a\u5de5\u5177\u548c\u8f6f\u4ef6\u8fdb\u884c\u9ad8\u6548\u5206\u6790\u3001\u60c5\u611f\u68c0\u6d4b\u548c\u62a5\u544a\u3002 \u9009\u62e9\u7b26\u5408\u8d35\u7ec4\u7ec7\u9700\u6c42\u548c\u9884\u7b97\u7684\u5de5\u5177\u3002<\/span><\/p>\n<p><b>14.\u8bb0\u5f55\u548c\u5206\u4eab\u89c1\u89e3<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u6709\u6761\u7406\u5730\u8bb0\u5f55\u5206\u6790\u4e2d\u7684\u89c1\u89e3\u548c\u53d1\u73b0\u3002 \u4e0e\u76f8\u5173\u5229\u76ca\u6538\u5173\u65b9\u548c\u51b3\u7b56\u8005\u5206\u4eab\u8fd9\u4e9b\u89c1\u89e3\u3002<\/span><\/p>\n<p><b>15.\u8fc5\u901f\u6709\u6548\u5730\u91c7\u53d6\u884c\u52a8<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u6839\u636e\u53cd\u9988\u610f\u89c1\u5236\u5b9a\u884c\u52a8\u8ba1\u5212\uff0c\u5e76\u8fc5\u901f\u5b9e\u65bd\u53d8\u9769\u3002 \u5728\u9002\u5f53\u7684\u65f6\u5019\u5411\u5ba2\u6237\u901a\u62a5\u53d8\u66f4\u60c5\u51b5\u3002<\/span><\/p>\n<p><b>16.\u8861\u91cf\u548c\u8ddf\u8e2a\u8fdb\u5c55<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5b9a\u4e49\u5173\u952e\u7ee9\u6548\u6307\u6807 (KPI)\uff0c\u4ee5\u8861\u91cf\u884c\u52a8\u7684\u5f71\u54cd\u3002 \u6301\u7eed\u8ddf\u8e2a\u548c\u62a5\u544a\u5b9e\u73b0\u76ee\u6807\u7684\u8fdb\u5c55\u60c5\u51b5\u3002<\/span><\/p>\n<p><b>17.\u5728\u51b3\u7b56\u4e2d\u5f81\u6c42\u5ba2\u6237\u610f\u89c1<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u901a\u8fc7\u5f81\u6c42\u5ba2\u6237\u5bf9\u4fee\u6539\u6216\u6539\u8fdb\u5efa\u8bae\u7684\u53cd\u9988\u610f\u89c1\uff0c\u8ba9\u5ba2\u6237\u53c2\u4e0e\u51b3\u7b56\u8fc7\u7a0b\u3002 \u8fd9\u5c06\u5e26\u6765\u66f4\u52a0\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u7684\u89e3\u51b3\u65b9\u6848\u3002<\/span><\/p>\n<p><b>18.\u57f9\u517b\u4ee5\u53cd\u9988\u4e3a\u4e2d\u5fc3\u7684\u6587\u5316<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5728\u7ec4\u7ec7\u7684\u5404\u4e2a\u5c42\u9762\u9f13\u52b1\u91cd\u89c6\u5e76\u79ef\u6781\u5bfb\u6c42<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u7684\u6587\u5316\u3002 \u8ba9\u53cd\u9988\u6210\u4e3a\u516c\u53f8 DNA \u4e0d\u53ef\u5206\u5272\u7684\u4e00\u90e8\u5206\u3002<\/span><\/p>\n<p><b>19.\u4fdd\u6301\u654f\u6377\u548c\u9002\u5e94\u6027<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u505a\u597d\u51c6\u5907\uff0c\u6839\u636e\u4e0d\u65ad\u53d8\u5316\u7684\u5ba2\u6237\u9700\u6c42\u548c\u5e02\u573a\u52a8\u6001\u8c03\u6574\u6218\u7565\u548c\u4f18\u5148\u4e8b\u9879\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u53cd\u9988\u5206\u6790\u662f\u4e00\u4e2a\u6301\u7eed\u7684\u8fc7\u7a0b\uff0c\u9700\u8981\u5168\u5fc3\u6295\u5165\u5e76\u81f4\u529b\u4e8e\u4e0d\u65ad\u6539\u8fdb\u3002 \u901a\u8fc7\u9075\u5faa\u8fd9\u4e9b\u6700\u4f73\u5b9e\u8df5\uff0c\u4f01\u4e1a\u53ef\u4ee5\u5229\u7528\u5ba2\u6237\u53cd\u9988\u7684\u529b\u91cf\u6765\u63d0\u5347\u4ea7\u54c1\u3001\u670d\u52a1\u548c\u6574\u4f53\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002<\/span><\/p>\n<p><span data-sheets-value=\"\" data-sheets-userformat=\"\" data-sheets-textstyleruns=\"\uee10\" data-sheets-hyperlinkruns=\"\uee10\"><b>\u4e86\u89e3\u66f4\u591a\u4fe1\u606f\uff1a<a class=\"in-cell-link\" 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