Robotization of the customers questionnaire process in "SamaraNIPIneft" LLC
UDC: 319.2
DOI: -
Authors:
KOSTERINA OLGA B.
1,
ENDURAEVA NATALIA A.1,
MEZHONOVA KSENIA YU.1,
LEVINA IRINA V.1,
ZAVODCHIKOVA NADEZHDA A.1
1 SamaraNIPIneft, Samara, Russia
Keywords: questionnaire of customers, satisfaction assessment, strategic planning, business process optimization, automation, robot-based application, efficiency improvement
Annotation:
Oil and gas industry organizations are constantly facing rapidly changing trends and customers’ demands. While it is known that satisfaction of customers’ needs and expectations is a fundamental aspect of effective management. Customers’ surveying is a key instrument of collecting and analyzing valuable information. The use of a robot when conducting customer’s satisfaction surveys is discussed in the article. This approach is aimed at improving the process efficiency by releasing expert resources from routine tasks and devoting them to feedback analysis and strategic planning in the face of a growing customers’ base.
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