The Research On Customer Complaint Based On Social Media

The emergence of Internet-based social media has made it possible for customer to communicate with hundreds or even thousands of other people about real experience of products or service.Thus, the impact of word-of-mouth communication has been greatly magnified. On that condition,customers make more complaint which provide the company information improving the products or services. However, too much complaint may damage the reputation of the company. Social media brings the company opportunities and challenges.Therefore, based on the understanding of the status of social media, the purpose of this writing is to be able to establish the value model of customer complaint based on social media to help company mine key information from noise and then improve the reputation by service recovery. This paper completed the following work:①The paper analyzes the variable that measures the value of customer complaint and then establish the value model of customer complaint.②According to the purpose, this paper uses classification algorithm to deal with the data and verify the result through accuracy rate and recall rate.③This paper uses SPSS to make multiple regression analysis and then evaluate the influence coefficient. And the result shows that the variables that reflect two-way relationship effects the dependent variable significantly.This paper makes research on the value of customer complaint under new situation. Scientific classification algorithm and multiple regression analyze how the user properties and information features affect retweet. And then provide the company efficient strategies to manage customer complaints. From this point, the paper is feasible and practical.