Kunlun Xunfei - Corporate Customer Satisfaction Survey
Company overview
Kunlun Xunfei Co., Ltd. was founded in 1999 and is a leading enterprise in the field of intelligent speech and artificial intelligence technologies, recognized as a national-level backbone software company. The company focuses on research and application of core AI technologies such as speech recognition, speech synthesis, natural language processing, and intelligent evaluation. Its technological achievements are at the forefront globally. Kunlun Xunfei has achieved extensive deployment across various industry scenarios including smart education, smart government services, smart judiciary, intelligent customer service, and intelligent hardware. It serves as a key force driving the development of China's AI industry and is listed on the Shenzhen Stock Exchange (stock code: 002230) since 2008
Research background
With the continuous deepening of the 'Smart+' strategy, AI products are rapidly expanding in applications across government services, judiciary, education, and marketing. As a core technology provider in these fields, Kunlun Xunfei is continuously optimizing and upgrading its industry solutions. To accurately understand the real experiences and service satisfaction of enterprise and individual users when using different Kunlun Xunfei products, and to identify pain points in service processes and product functionalities, Kunlun Xunfei has decided to conduct a systematic customer satisfaction survey. This effort aims to strengthen the guidance of customer feedback in product development and service management, thereby enhancing overall customer satisfaction and loyalty.
Research scope
In March 2018, CEIDEA Research was commissioned by Kunlun Xunfei Co., Ltd. to conduct a targeted satisfaction survey covering both B2B and B2C customer segments. This study focused on key industry scenarios including 'Smart City', 'Smart Court', 'Marketing Center Solution', and 'Education Business Group and Open Platform Enterprise Users'. Project users were randomly selected for telephone follow-ups, while individual users who use end-product terminals participated in online questionnaire surveys. Survey dimensions included business integration efficiency, solution alignment, functional ease of use, after-sales service quality, and user support response. The research team constructed a satisfaction model based on product line segments, setting key indicators such as CSAT and NPS (Net Promoter Score) for scoring and cross-analysis, to assist customers in identifying weak points in various product modules during actual use.
Expected outcomes
The survey results will comprehensively present Kunlun Xunfei's service performance and product experience across different industry and consumer user groups, providing comparative analysis between B2B and B2C customer satisfaction, NPS differences, and representative user feedback recommendations. These findings will support decision-making in product feature iteration, service process optimization, and customer relationship management strategy formulation. By accurately identifying key influencing factors and user pain points, Kunlun Xunfei will further enhance customer retention and brand reputation, build a more robust AI solution service system, and solidify its market leadership in the intelligent speech and artificial intelligence sectors.
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