Customer satisfaction management apparatus, customer satisfaction management method and customer satisfaction management program

摘要

PROBLEM TO BE SOLVED: To provide a customer satisfaction level management device that prevents customers from breaking away from a communication common carrier the customers are subscribing to or making a contract with another.SOLUTION: A customer satisfaction level management device 10 comprises: a subordination detection unit 12 for detecting a predicted subordination area where subordination is predicted, i.e. it is predicted that the quality of one communication common carrier is lower than the quality of another communication common carrier in the case where a plurality of different communication common carriers provide a communication service for a user terminal; a content distribution unit 16 for performing multicast distribution of preset content; a terminal current location determination unit 13 for analyzing terminal information on a terminal currently staying in the predicted subordination area from call detailed information and a call detailed log; a terminal stay location estimation unit 14 for estimating a user terminal having possibility of staying in the predicted subordination area; a terminal movement location prediction unit 15 for predicting a user terminal having possibility of moving to the predicted subordination area; and a channel instruction unit 17 for giving instructions to a user terminal staying and having possibility of staying in the predicted subordination area on which channel it should connect.SELECTED DRAWING: Figure 2