A Preference Disaggregation Based Multi-Criteria Satisfaction Degree Evaluation Model

Customer satisfaction is a matter of significant concern for businesses, as it can offer valuable insights for product or service sales strategies and improvements. However, most customer satisfaction analysis methods collect customer satisfaction data directly in the form of scales, which may deviate from the ideas customers want to express. We establish a framework that transforms customers’ natural linguistic expressions into satisfaction linguistic terms and maps the semantics of these satisfaction linguistic terms into corresponding intervals. On this basis, this paper extends the multi-criteria satisfaction analysis method to analyze the satisfaction of multiple products or services at the same time.