Customer analysis device

Abstract

A customer analysis device acquires replies from a user, who receives a financial service, to one or more defined first type questions and calculates an action indicator based on one or more replies in order to survey an action desire for the financial service. Next, the customer analysis device acquires replies from the user, who receives the financial service, to a plurality of defined second type questions and calculates a plurality types of emotion indicators based on the plurality of replies in order to survey a customer emotion for the financial service. The customer analysis device calculates correlation coefficients of the action indicator and each of the plurality types of emotion indicators, and graphically displays an influence of each of the plurality of emotion indicators on the action indicator based on the calculated correlation coefficients.

What is claimed is: 
     
         1 . A customer analysis device, comprising:
 an action indicator calculation unit that acquires replies from a user, who receives a predetermined service, to one or more defined first type questions and calculates an action indicator based on one or more replies in order to survey an action desire for the service;   an emotion indicator calculation unit that acquires replies from the user, who receives the service, to a plurality of defined second type questions and calculates a plurality types of emotion indicators based on the plurality of replies in order to survey a customer emotion for the service;   a correlation calculation unit that calculates correlation coefficients for the action indicator and each of the plurality types of emotion indicators; and   an influence display unit that graphically displays an influence of each of the plurality of emotion indicators on the action indicator based on the calculated correlation coefficient.   
     
     
         2 . The customer analysis device according to  claim 1 , wherein the action indicator calculation unit calculates the action indicator based on a reply from a user to each of a first type question for surveying a purchase desire of the service, a first type question for surveying a continuation desire of the service, and a first type question for surveying a recommendation desire of the service. 
     
     
         3 . The customer analysis device according to  claim 1 , wherein the emotion indicator calculation unit acquires two types of replies of a degree of expectation before receiving the service and a degree of satisfaction after receiving the service, and acquires a difference value between the degree of satisfaction and the degree of expectation as a reply to the second type question. 
     
     
         4 . The customer analysis device according to  claim 1 , further comprising:
 an improvement notification unit that notifies a user of a second type question in which the correlation coefficient with the action indicator is equal to or greater than a first threshold and the difference value as the reply is equal to or less than a second threshold.   
     
     
         5 . A customer analysis program causing a computer to execute:
 a function of acquiring replies from a user, who receives a predetermined service, to one or more defined first type questions and calculating an action indicator based on one or more replies in order to survey an action desire for the service;   a function of acquiring replies from the user, who receives the service, to a plurality of defined second type questions and calculating a plurality types of emotion indicators based on the plurality of replies in order to survey a customer emotion for the service;   a function of calculating correlation coefficients for the action indicator and each of the plurality types of emotion indicators; and   a function of graphically displaying an influence of each of the plurality of emotion indicators on the action indicator based on the calculated correlation coefficient.