Calculation method of customer welcome index in the course of catering operation and management:

Construct a customer satisfaction index system, which includes: the target layer is customer satisfaction U, the criteria layer includes criteria ui, and the evaluation factor layer includes evaluation factors corresponding to each criteria ui, where I = {1,2,? , ki}, ki is the number of evaluation factors corresponding to the criterion ui;

calculate the criterion layer weight vector a and the evaluation factor layer weight vector wi through the analytic hierarchy process; The criterion layer weight vector A includes the weight of each criterion, and the evaluation factor layer weight vector wi includes the weight of each evaluation factor corresponding to the criterion ui.

divide the satisfaction into l levels, and assign values to each satisfaction level;

obtain the advertiser's satisfaction with each evaluation factor;

calculate the satisfaction evaluation matrix of the criteria ui, where is the proportion of all advertisers whose satisfaction with the evaluation factor is registered as L, where L = {1,2,? ，L}；

using the satisfaction evaluation matrix of each criterion, the criterion layer weight vector l and the evaluation factor layer weight vector wi, the advertiser's satisfaction evaluation value of each criterion and the overall customer satisfaction evaluation value are calculated by the weight calculation method;

compare the obtained customer overall experience satisfaction evaluation value with the advertiser's satisfaction evaluation value of each criterion through weight calculation, and if they are consistent, the weight calculation process is ended; If not, redesign the advertisement.

the satisfaction levels are very satisfied, satisfied, average, dissatisfied and very dissatisfied.

calculate the importance of each evaluation factor based on the customer's satisfaction evaluation value of each evaluation factor and the advertiser's overall satisfaction evaluation value, and establish a coordinate system with the importance of each evaluation factor as the abscissa and the satisfaction evaluation value of each evaluation factor as the ordinate; According to the quadrant where different evaluation factors are located, the effect of advertising is obtained.

Extended information:

The evaluation index system of customer satisfaction index is divided into four levels:

The first level: the overall evaluation target "customer satisfaction index", which is the first level index;

the second level: the six elements in the customer satisfaction index model-customer expectation, customer's perception of quality, customer's perception of value, customer satisfaction, customer complaint and customer loyalty, are secondary indicators;

the third level: the indicators derived from the concrete expansion of the second-level indicators conform to the characteristics of different industries, enterprises, products or services and are the third-level indicators;

the fourth level: the third level indicators are specifically developed into questions on the questionnaire, forming the fourth level indicators.

The first and second indicators in the evaluation system are applicable to all products and services. In fact, we are going to study the third and fourth indicators.

Reference: Baidu Encyclopedia-Customer Satisfaction Index