服务设计的满意度动态评价方法

Dynamic Evaluation of Service Design Satisfaction

传统的满意度评价是对用户体验"结果"的整体性测量,运用控制、调节的手段,从效率和效能方面提升体验质量,其评价结果相对静态,不能及时处理变化中的复杂性问题。服务设计思维,是不断迭代进化的"动态"策略,结合RATER满意评价体系,提出全景式的动态满意度评价思路,分别从"接触性"与"过程性"的视角,持续评价服务体验满意度,通过"反馈―修正"的动态设计循环,不断提高用户满意度的"感知差距",实现溯源性评价。

Traditional satisfaction evaluation is a whole measurement of customer experience result. This evaluation is intended to improve experience quality in efficiency and effectiveness by means of control and regulation. The result of this method is relatively staticand it cannot deal with the complexity of change in time. Service design thinking is a kind of "dynamic" design which is optimized byconstant iteration. Combined with ranking satisfaction evaluation system, this paper proposes apanoramic dynamic satisfaction evaluation idea. From the perspective of "contact" and "process", service experience satisfaction is continuously evaluated and continuously improved through "feedback-revision" dynamic design cycle. The "perception gap" of user satisfaction can be used to achieve traceability evaluation.