The present invention relates to an analysis method and an analysis system of a customer satisfaction survey, capable of clearly checking improvement target items by evaluating and comparing expected pre-service satisfaction and post-service customer satisfaction from a customer requiring a service. According to the present invention, the analysis method of the customer satisfaction survey for analyzing the customer satisfaction by receiving a questionnaire on a mobile, an e-mail or an social networking service (SNS) of a participant includes the steps of: generating the questionnaire for surveying the customer satisfaction with a formalized (standardized) questionnaire item or a questionnaire item registered from a service provider; providing the generated questionnaire to the mobile of the participant who desires to receive a service, and receiving the provided questionnaire as a result of a primary survey in real time from the participant mobile; collecting/analyzing the received result of the primary survey to evaluate expected pre-service satisfaction; providing a questionnaire identical to that of the primary survey to the e-mail or the SNS of the participant who performed the primary survey after the service of the participant is terminated, and receiving the provided questionnaire as a result of a secondary survey through the e-mail or the SNS of the participant; collecting/analyzing the received result of the secondary survey to evaluate post-service customer satisfaction; and comparing the expected pre-service satisfaction and the post-service customer satisfaction to display change of the customer satisfaction over measurement factor and quality determinant.;COPYRIGHT KIPO 2017
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