Prediction of the Change Trend of Customer Needs Based on Grey Markov Model

In the face of fuzzy information of online reviews and customer needs change, it is unreasonable for enterprises to directly mine customer needs from online reviews. Accurate prediction of customer needs can effectively help enterprises to produce products with high customer satisfaction. This paper proposes a prediction method of customer needs based on Grey Markov model (GRMA model) for enterprises' production. Firstly, feature extraction and sentiment analysis are carried out on the crawled online reviews. Then, the importance values of customer needs are calculated to quantify customer needs, and GRMA model is presented to predict customer needs. Finally, taking online reviews of PCauto as an example, the changing trend of customer needs for automobiles is analysed and the effectiveness of our method is demonstrated.