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A method for reporting and tracking of customer satisfaction. Service evaluation system for each channel segment.

IP.com Disclosure Number: IPCOM000016370D
Original Publication Date: 2002-Nov-20
Included in the Prior Art Database: 2003-Jun-21
Document File: 4 page(s) / 122K

Publishing Venue

IBM

Abstract

Disclosed is the structure for acquiring the customer evaluation to the service provided by internet homepages,clerks at the counter and/or automatic machines which we call service channels and have direct contacts with customers. It totals and analyzes evaluation of customers, and evaluates each service channel. It provides the procedure for processing a customer demand. It provides the means for analyzing the channel fastidiousness by the customer. It provides the means for analyzing a proper service channel for each customer segment. This invention is characterized by comparing the information for customer identification with the information for corresponding service channel in a database. A customer is guided to insert a member card and/or the self-terminal(for example, kiosk terminal). The self-terminal is equipped with an input interface (a keyboard, touch panel), and provides the operation menu panel which is characterized for each customer to input satisfaction score. A customer operates the self-terminal and evaluates about a service level. The evaluation result can cooperate with the database where the service contents offered were stored, and now it is recoreded in the database. A bank is mentioned as an example. The channel for individual customers which a bank offers is as follows.

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  A method for reporting and tracking of customer satisfaction. Service evaluation system for each channel segment.

   Disclosed is the structure for acquiring the customer evaluation to the service provided by internet homepages,clerks at the counter and/or automatic machines which we call service channels and have direct contacts with customers.

- It totals and analyzes evaluation of customers, and evaluates each service channel. - It provides the procedure for processing a customer demand. - It provides the means for analyzing the channel fastidiousness by the customer. - It provides the means for analyzing a proper service channel for each customer segment.

This invention is characterized by comparing the information for customer identification with the information for corresponding service channel in a database. A customer is guided to insert a member card and/or the self-terminal(for example, kiosk terminal). The self-terminal is equipped with an input interface (a keyboard, touch panel), and provides the operation menu panel which is characterized for each customer to input satisfaction score. A customer operates the self-terminal and evaluates about a service level. The evaluation result can cooperate with the database where the service contents offered were stored, and now it is recoreded in the database.

A bank is mentioned as an example. The channel for individual customers which a bank offers is as follows.
1. Counter
2. Cash System Automatic Machine (ATM/CD)
3. Non-Cash System Automatic Machine (ACM*/KIOSK)
4. Call center
5. Internet Banking
6. Mail order

* ACM:Automated Consulting/ Contract Machine

A customer is specified using the discernment information prepared beforehand. Discernment information is user ID, magnetic data in member's card, etc., and it differs for every above-mentioned channel classification.

The result of the degree input of satisfaction is accumulated on the card itself and a database as a point for every customer, it is returned as cash or the accumulated point is used in exchange for loan interest discount and goods etc. As the usage of other points, a loyalty is calculated and seminar free invitation, offer of customer limited financial facilities, etc. are mentioned.

The input via the Internet is enabled in direct channels, such as internet banking.

A processing flow is as Fig. 1.

1

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Service donor side Customer side

Receptionist start

Member card reading Member card reading

Service start The degree input start of satisfaction

Service end The degree input end of satisfaction

Member card return Point addition

Receptionist end Member card return

End

A

C

E

D

Fig. 1

A: Record customer information, the service to offer, service start time, a service donor (plurality), etc.

B: Record service end time, the contents of service, etc. C: Display an evaluation menu for the dealings history for every customer information for every acquisition and dealings history.

D: Record the inputted evalu...