METHODS FOR CALCULATING A CUSTOMER SATISFACTION SCORE FOR A KNOWLEDGE MANAGEMENT SYSTEM AND DEVICES THEREOF

摘要

A method, non-transitory computer readable medium, and device that calculates a customer satisfaction score for a knowledge management system includes calculating a knowledge artifact score for a plurality of knowledge artifacts obtained from an overall set of knowledge artifacts, based on at least one of a newness value or a utility value for each of the plurality of the knowledge artifacts. Subsequently, a customer satisfaction index for the plurality of knowledge artifacts obtained from the overall set of knowledge artifacts is determined based on at least a knowledge artifact quality and a customer artifact experience. Next a customer feedback score is determined based on at least a knowledge management system performance score and a customer system experience score. A total customer satisfaction score for the knowledge management system is then calculated based on the calculated knowledge artifact score, the determined customer satisfaction index and the determined customer feedback score.