E01 PC周辺機器に関する問い合せ内容にもとづく顧客の要望抽出 : カスタマーサポートセンターへの問い合せデータによるデザイン戦略の構築-1(デザイン計画,心「こころ」とデザイン,第55回春季研究発表大会)

概要

論文の詳細を見る
Customer support centers exist in order to process customer inquiries and troubles regarding company products. The product complaints and questions that are gathered at customer support centers may conversely be viewed as opinions and wishes regarding a company's products and, although they qualitatively differ from data based on general market survey, they are thought to include various resources for supporting customers. This research intends to implement analysis carried out based on Hayashi's quantification methods type III in order to obtain the information which the customer requirements of the PC peripheral equipment makers and a customer expressed in other words don't understand. The survey here targeted CS data collected at wireless LAN router. From scatter diagram obtained as a result, customers are considered to have dual characteristics depending on their relation to wireless LAN or PC.
日本デザイン学会の論文
2008-06-20