电信企业NPS调研数据分析方法研究  

Research on NPS Survey Data of Telecom Companies

作　　者：黄亚洲[1] 刘彦婷[1] 于黎明[1] Huang Yazhou;Liu Yanting;Yu Liming(China Information Technology Designing&Consulting Institute Co.,Ltd.Shanghai Branch,Shanghai 200050,China)

机构地区：[1]中讯邮电咨询设计院有限公司上海分公司,上海200050

出　　处：《邮电设计技术》2018年第7期52-56,共5页Designing Techniques of Posts and Telecommunications

摘　　要：随着社会经济快速发展,运营商面临的同质化竞争和来自互联网企业的异质化竞争愈发激烈。构建价值导向的NPS运营体系,切实提升价值客户的忠诚度,将成为驱动企业良性利润增长的关键点。以某地区NPS调研数据为样本,探索NPS数据的分析方法,首先采用主成分分析法深入挖掘NPS 3类用户对使用体验的关注点和差异,指导后续改进方向;其次采用贝叶斯网络进行用户行为建模分析,旨在寻找潜在价值用户。With the rapid development of social economy,the homogeneous competition and the heterogeneous competition from the Internet enterprises faced by operators are increasingly fierce.Building value-oriented NPS operation system,and effectively enhancing the loyalty of value customers will become the key point to drive the benign profit growth of enterprises.NPS survey data in a region is used as a sample to explore the analysis method of NPS data.Firstly,the principal component analysis method is used to dig out the attentions and differences of using experience from three types of users divided by NPS,aiming to guide the follow-up improvement direction.Secondly,it uses Bayesian network to model and analyze user behavior,in order to find potential value users.

关 键 词：NPS 主成分分析 贝叶斯网络 数据挖掘 

分 类 号：TN929.5[电子电信—通信与信息系统]