SURVEY SAMPLE SELECTOR FOR EXPOSING DISSATISFIED SERVICE REQUESTS

摘要

Embodiments of the present invention disclose a method, computer program product, and system for exposing more dissatisfied service requests through survey sample selection. The computer builds a user dissatisfaction model based on a plurality of historical survey results, and a plurality of historical service request information. The plurality of historic service request information includes at least one dissatisfaction metric, wherein the at least one dissatisfaction metric includes a total time spent resolving a problem, a total travel time, a total onsite time, a at least one part used, and/or a plurality of other metrics. The computer determines a probability of dissatisfaction for each of a plurality of service requests. The computer selects a survey sample that includes a plurality of dissatisfied users based on the determined probability of dissatisfaction for each of the plurality of service requests. The computer transmits a survey to each user of the survey sample.