Customer service appraisal device, customer service appraisal system, and customer service appraisal method

A customer service appraisal device for appraising the service a person provides a customer comprises: a speech input unit (31) into which a person's speech is input as a speech signal; a keyword detector (32) for detecting one or more predetermined customer service keywords from the person's speech by acquiring the speech signal; a speech feature acquisition unit (34) for acquiring a speech feature amount for the customer service keywords detected by the keyword detector (32); and a customer service score calculation unit (36) for calculating an appraisal score as an index indicating whether the service a person provided a customer is good or bad on the basis of a detection amount for customer service keywords detected by the keyword detector (32) and the speech feature amount.