Isn't this a weighted average formula? Honey, it's just a summary of experience. It comes from high school textbooks. The two weights mean the same thing, that is, proportion. Wi refers to the proportion of people who are dissatisfied with a certain factor, and CI refers to the importance of one of many factors that cause dissatisfaction. The higher the score, the more important it is. As such an advanced thing in the paper, there is absolutely no need to entangle in the reasoning process. For example, a group of people buy apples in Taobao, and some people are definitely not satisfied with the results. Then, for an dissatisfied person, the factors that cause dissatisfaction are too slow delivery, too slow delivery, bad service attitude of the boss, product quality problems and so on. Then the problem comes, and you must pay different attention to these factors. If the number of people in this group is quantified as 1, then the number of people who are dissatisfied with quality problems accounts for 0.8, which is the weight of quality dissatisfaction, that is, Wi. All of the above are shopping experiences, and then there may be use experiences and after-sales service experiences. Then, at a higher level, there is the overall concept of customer satisfaction (including shopping, use, after-sales experience, etc. ), and the premise of this formula is that there are at least two tree-like hierarchical structures, that is, customer satisfaction can be subdivided into shopping, after-sales and so on. So if the total satisfaction score is 100, just like a test paper, shopping experience accounts for 30 points as the first big question, and quality problems account for 20 points as the first small question, then 20×0.8= 16 points, 16 points are part of customer satisfaction CSI, and then the others are multiplied by this and accumulated. If you don't understand this, please give me the wealth value.