SUPPORT SITE ASSIST DEVICE AND PROGRAM

PROBLEM TO BE SOLVED: To estimate a reason a member of a support site for commodities or services and providing a plurality of support services withdraws from the support site while maintaining a commodity or service contract.SOLUTION: A support site assist device includes a withdrawing member type determination part 11 for determining types of a withdrawing member indicating the intention of withdrawal and a withdrawing member pattern by referring to the member information on the members of a support site for providing a plurality of support services, in which support services usable by each member have been set and registered, and member type information, a dissatisfaction determination part 13 for determining dissatisfaction to each support service usable by the withdrawing member based on a dissatisfaction master and the withdrawing member pattern of the withdrawing member, and a withdrawing reason estimation part 14 for collecting dissatisfaction degree determined by dissatisfaction determination part 13 for every support services and estimating a support service which is a withdrawing reason for the withdrawing member from the collected result.SELECTED DRAWING: Figure 1 【課題】商品やサービスのサポートサイトであって、複数のサポートサービスを提供するサポートサイトの会員が商品やサービスの契約を維持しつつもサポートサイトから退会する場合の理由を推定する。【解決手段】複数のサポートサービスを提供するサポートサイトの会員の会員情報であって各会員が利用可能なサポートサービスが設定登録された会員情報及び会員種別情報を参照して、退会の意向を示した退会会員の種別及び退会会員パターンを判定する退会会員種別判定部１１と、不満度マスタ及び退会会員の退会会員パターンに基づいて退会会員が利用可能な各サポートサービスに対する不満度を決定する不満度決定部１３と、不満度決定部１３が決定した不満度をサポートサービス毎に集計し、その集計結果から退会会員が退会理由とするサポートサービスを推定する退会理由推定部１４と、を有する。【選択図】図１