부산대학교 도서관

With the improvement of people's living standard and the development of network technology, people put forward higher and higher requirements for the network quality and service quality of operators. In recent years, the domestic telecom operation system began to investigate the customer loyalty of its key business with the help of NPS, but how to combine the NPS investigation to improve the short board of the business is still a difficult problem. This paper mainly takes the location information of users surveyed by NPS as the starting point, and the mobile services of operators as the research object, extracts the action track of users surveyed by NPS, frequently resides in the community and other information, and then analyzes the network KPI indicators of users, and finds out the corresponding relationship between NPS, network KPI and user characteristics through data analysis by big data and artificial intelligence technology. Then establish the NPS evaluation system, predict the potential NPS derogation of users, focus on the business shortcomings behind the NPS survey, so as to better promote business development and market construction.