普陀山索道客户服务体验质量评价分析数据

采集舟山普陀山索道乘客的客户满意度C（景观欣赏、票价性价比、设施现代化）、安全体验S（设备平稳度、安全设施、工作专业性）和服务质量Q（排队秩序、服务态度、应急处理、设施维护）等多维度体验评价数据，采用CSQ模型对索道客户进行体验质量评级，用CSQ分析方法把客户分为金牌、银牌、铜牌、待提升四个体验等级，对细分过后的不同等级客户采取相应的服务优化策略，进行精准有效的客户体验管理。
通过对索道客户进行体验分级管理，满足不同等级客户的个性化服务需求，提升客户满意度和忠诚度，增强口碑传播效应，并为索道运营企业和旅游景区管理不同等级的游客体验，实现精准个性化服务提供数据支持。同时为舟山群岛其他旅游交通设施的客户体验优化和服务质量提升提供标准化评价体系和改进方案。1、数据处理：对索道客户的乘坐体验数据进行采集、清洗、分析，包括等待时间、乘坐舒适度、安全感知、服务满意度等多维度指标。
2、数据加工：
a. 客户满意度C综合评分计算方法：
原始数据采集：通过客户满意度问卷调查，收集以下三个维度的评分（采用10分制）：景观欣赏满意度评分；票价性价比满意度评分；设施现代化满意度评分。
客户满意度C综合评分 = (景观欣赏满意度评分 + 票价性价比满意度评分 + 设施现代化满意度评分) ÷ 3
排名转换得分：将所有客户的C综合评分进行排序，运用IF+RANK函数按以下规则转换为1-5分：前20%的客户：C得分 = 5分；接下来20%的客户：C得分 = 4分；中间20%的客户：C得分 = 3分；再下来20%的客户：C得分 = 2分；最后20%的客户：C得分 = 1分。
b. 安全体验S综合评分计算方法：
原始数据采集：通过安全感知调查，收集以下三个维度的评分（采用10分制）：设备运行平稳度评分；安全设施完备性评分；工作人员专业性评分。
安全体验S综合评分 = (设备运行平稳度评分 + 安全设施完备性评分 + 工作人员专业性评分) ÷ 3。
排名转换得分：将所有客户的S综合评分进行排序，运用IF+RANK函数按照相同的20%分位规则转换为1-5分。
c. 服务质量Q综合评分计算方法：
原始数据采集：通过服务质量评价调查，收集以下四个维度的评分（采用10分制）：排队秩序合理性评分；工作人员服务态度评分；应急处理能力评分；设施维护水平评分。
服务质量Q综合评分 = (排队秩序合理性评分 + 工作人员服务态度评分 + 应急处理能力评分 + 设施维护水平评分) ÷ 4。
排名转换得分：将所有客户的Q综合评分进行排序，运用IF+RANK函数按照相同的20%分位规则转换为1-5分。
CSQ最终综合得分计算：CSQ综合得分 = 0.4×（C得分）+ 0.3×（S得分）+ 0.3×（Q得分）
3、客户分级标准：
金牌体验客户：评分≥4分，对索道服务高度认可，是优质口碑传播者；银牌体验客户：评分≥3分且<4分，整体满意，有提升空间；铜牌体验客户：评分≥2分且<3分，基本满意，需要重点改进某些方面；待提升体验客户：评分<2分，体验较差，需要全面改善服务质量。

This dataset collects multi-dimensional experience evaluation data of passengers on the Mount Putuo Cableway in Zhoushan, covering customer satisfaction C (including landscape appreciation, fare cost-effectiveness, and facility modernization), safety experience S (including equipment stability, safety facilities, and work professionalism), and service quality Q (including queuing order, service attitude, emergency handling, and facility maintenance). The CSQ model is adopted to rate the experience quality of cableway customers, and the CSQ analysis method is used to divide customers into four experience levels: Gold, Silver, Bronze, and Needs Improvement, so as to adopt corresponding service optimization strategies for different levels of customers and implement precise and effective customer experience management.

By implementing tiered experience management for cableway customers, we can meet the personalized service needs of customers at different levels, improve customer satisfaction and loyalty, enhance word-of-mouth communication effects, and provide data support for cableway operating enterprises and tourist attractions to manage tourist experiences at different levels and achieve precise personalized services. Meanwhile, it provides a standardized evaluation system and improvement plans for customer experience optimization and service quality improvement of other tourist transportation facilities in the Zhoushan Archipelago.

1. Data Processing: Collect, clean and analyze the riding experience data of cableway customers, including multi-dimensional indicators such as waiting time, riding comfort, safety perception, and service satisfaction.

2. Data Processing & Calculation:
a. Calculation method of Customer Satisfaction (C) comprehensive score:
- Raw data collection: Collect scores of three dimensions (on a 10-point scale) through customer satisfaction questionnaires: landscape appreciation satisfaction score, fare cost-effectiveness satisfaction score, and facility modernization satisfaction score.
- Customer Satisfaction (C) comprehensive score = (landscape appreciation satisfaction score + fare cost-effectiveness satisfaction score + facility modernization satisfaction score) ÷ 3
- Ranking conversion score: Sort the comprehensive C scores of all customers, and use the IF+RANK function to convert to 1-5 points according to the following rules: Top 20% of customers: C score = 5 points; Next 20% of customers: C score = 4 points; Middle 20% of customers: C score = 3 points; Next 20% of customers: C score = 2 points; Last 20% of customers: C score = 1 point.

b. Calculation method of Safety Experience (S) comprehensive score:
- Raw data collection: Collect scores of three dimensions (on a 10-point scale) through safety perception surveys: equipment operation stability score, safety facility completeness score, and staff professionalism score.
- Safety Experience (S) comprehensive score = (equipment operation stability score + safety facility completeness score + staff professionalism score) ÷ 3.
- Ranking conversion score: Sort the comprehensive S scores of all customers, and use the IF+RANK function to convert to 1-5 points according to the same 20% quantile rule.

c. Calculation method of Service Quality (Q) comprehensive score:
- Raw data collection: Collect scores of four dimensions (on a 10-point scale) through service quality evaluation surveys: queuing order rationality score, staff service attitude score, emergency handling capability score, and facility maintenance level score.
- Service Quality (Q) comprehensive score = (queuing order rationality score + staff service attitude score + emergency handling capability score + facility maintenance level score) ÷ 4.
- Ranking conversion score: Sort the comprehensive Q scores of all customers, and use the IF+RANK function to convert to 1-5 points according to the same 20% quantile rule.

CSQ final comprehensive score calculation: CSQ comprehensive score = 0.4×(C score) + 0.3×(S score) + 0.3×(Q score)

3. Customer Classification Standards:
- Gold Experience Customers: Score ≥ 4 points, highly recognize cableway services, and are high-quality word-of-mouth communicators;
- Silver Experience Customers: Score ≥ 3 points and <4 points, generally satisfied with services, with room for improvement;
- Bronze Experience Customers: Score ≥ 2 points and <3 points, basically satisfied with services, requiring key improvements in certain aspects;
- Needs Improvement Experience Customers: Score <2 points, with poor experience, requiring comprehensive improvement of service quality.