The interaction between every service provider and its users is regulated by the service level agreement and customer satisfaction feedback. The former is the basis for the technical audit, while the latter subjectively validates the user perception. To accurately evaluate the feedback after service/product consumption, we will refine the user profile by considering the dynamics of the feedback. The approach we propose deals with peaks in feedbacks. We consider quick negative and quick positive feedback as well as late vs. early feedback with respect to the time of the transaction. We will also formalize the seniority of responder as it might be new or old consumer. Considering a large scale measurement view, we will formalize the feedback patterns on given services (for a given user or as average for a service/product) and show their relevance in accurately evaluating the service providers.
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