The invention discloses an elevator complaint management method which comprises the following steps that S1, service items are determined, and the service items are services which can be directly felt by a user and provided by an elevator system; s2, according to the actual situation of the elevator, the evaluation result of the user for the service quality of the elevator service item is determined; s3, judging whether the service item is a high complaint risk service item or not according to the evaluation result, if so, entering the next step, and otherwise, ending; s4, determining improvement measures for improving the service experience of the service item felt by the user; and S5, implementing the improvement measures, and returning to the step S2. According to the method, the service item which can be directly felt by the user and provides the service by the elevator system is determined, and the complaint risk is determined according to the relationship between the evaluation index of the service item and the threshold value, so that the complaint can be handled in time before the complaint occurs, and the complaint is avoided.

    本发明公开了一种电梯投诉管理方法,包括如下步骤:步骤S1、确定服务项目,所述服务项目为用户能直接感受到的电梯系统提供的服务;步骤S2、根据电梯的实际情况确定用户对电梯服务项目的服务质量的评价结果;步骤S3、根据所述评价结果判断该服务项目是否为高投诉风险服务项目,若是则进入下一步骤,否则结束;步骤S4、确定提升用户感受到的所述服务项目的服务体验的改进措施;步骤S5、实施所述改进措施,返回步骤S2。本发明通过确定用户能直接感受到的电梯系统提供服务的服务项目,并根据服务项目的评价指标与阈值间的关系确定投诉风险,能够在投诉发生前及时处理,避免投诉发生。


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    Title :

    Elevator complaint management method and system


    Additional title:

    电梯投诉管理方法及系统


    Contributors:
    HE CHENG (author) / CHEN YUDONG (author)

    Publication date :

    2022-12-30


    Type of media :

    Patent


    Type of material :

    Electronic Resource


    Language :

    Chinese


    Classification :

    IPC:    G06Q Datenverarbeitungssysteme oder -verfahren, besonders angepasst an verwaltungstechnische, geschäftliche, finanzielle oder betriebswirtschaftliche Zwecke, sowie an geschäftsbezogene Überwachungs- oder Voraussagezwecke , DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES / B66B Aufzüge , ELEVATORS



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