KR20220011793A - Systems and methods for receiving real-time consumer transaction feedback - Google Patents

Abstract

Systems, methods, and storage media for operating a wireless device are disclosed. Example implementations select a consumer to provide feedback related to one or more transactions associated with the consumer; transmit, for display on the consumer's wireless device, a survey comprising one or more questions related to one or more transactions associated with the consumer; select an incentive proposal from the incentive proposal database; transmit information related to the incentive offer for display on the consumer's wireless device; receive one or more responses to the survey; And it can implement incentive offers.

Description

Systems and methods for receiving real-time consumer transaction feedback

[0001] This application claims priority and benefit to US Patent Application Serial No. 62/861,921, filed on June 14, 2019. The contents of the applications cited above are incorporated herein by reference in their entirety.

[0002] The present disclosure relates generally to technological improvements in the fields of electronic collection and analysis of customer satisfaction data. More specifically, this disclosure describes systems and methods for improving response rates and quality of responses to consumer surveys, particularly by encouraging quick responses via the consumer's mobile device.

[0003] Many online and offline sellers, retailers and service providers rely on consumer feedback to help them make business decisions. For example, a seller may seek information about which products are popular with consumers and which are not, and why. A retailer or service provider may be able to improve customer service perceptions in a dramatic way by uncovering recurring problems or complaints in customer surveys. Some retailers may be interested in understanding the similarities and differences in expectations and experiences between consumer experiences in a physical store for an online transaction. When this feedback is collected accurately and quickly, it can help run your business more efficiently and profitably.

[0004] Conventional methods for surveying customers and collecting customer feedback do not provide high-quality information for a variety of reasons. For example, retailers often request customer feedback through paper store receipts or at checkout. Whereas in-person requests for feedback tend to hamper candid suggestions for criticism and improvement, surveys combined with paper store receipts generally suggest that consumers keep receipts and return them to receipts at a later date. It is inconvenient for consumers as it requires access, often manually logging in to a website and/or entering a code number. Many consumers simply do not notice these requests to provide feedback, even when incentives such as free prizes or participation in contests are offered.

[0005] In many cases, conventional feedback collection methods are unduly burdensome on the consumer, resulting in inferior or inaccurate feedback to the seller or no feedback, since the process involves paper receipts, third-party data This is because it requires several different types of platforms and media, including websites maintained by aggregators or otherwise separate from the seller's default website, unique logins or QR codes, and the like. In addition, conventional processes typically require a significant investment of time that the average consumer is not sufficiently encouraged to participate. Moreover, where incentives are offered in conventional processes, there is typically a lack of agility in the delivery of rewards—the consumer often has other additional instructions on how a separate department or entity collects vouchers, coupons or other rewards. You should wait for them to contact you by letter, phone or email having them.

[0006] Consumers who seek and respond to conventional survey requests are often biased towards disgruntled customers or, for one reason or another, customers who are far more likely to read store receipts, without representing the public or the customer base of a particular business. Given feedback, businesses often purchase and receive information long after, reducing the credibility and insightfulness of the feedback data.

[0007] Generally, this disclosure provides systems and methods for improving response rates and response qualities for consumer surveys. One aspect of the present disclosure relates to a system configured to select customer feedback questions and associated incentives. A system may include one or more hardware processors configured by machine-readable instructions. The processor(s) may be configured to select a consumer to provide feedback related to one or more transactions associated with the consumer. The processor(s) may be configured to transmit, for display on the consumer's wireless device, a survey including one or more questions related to one or more transactions associated with the consumer. The processor(s) may be configured to select an incentive offer from an incentive offer database. The processor(s) may be configured to transmit information related to the incentive offer for display on the consumer's wireless device. The processor(s) may be configured to receive one or more responses to the survey. The processor(s) may further be configured to implement the incentive offer.

[0008] In some implementations of the system, the selection of the incentive offer may depend, at least in part, on the geographic location of the mobile device. In some implementations of the system, selection of an incentive offer may depend, at least in part, on the identity of the seller associated with one or more transactions associated with the consumer. In some implementations of the system, the processor(s) may be configured to transmit, for display on the consumer's wireless device, a notification that the survey is available to the consumer. Such notification may typically be accomplished by push notification to the electronic device, text message or email, or other suitable method of electronic notification. In some implementations of the system, the consumer's selection may depend, at least in part, on demographic or psychological information associated with the consumer, or information associated with one or more lifestyle classifications or classification systems.

[0009] In some implementations of the system, the consumer's choice may depend, at least in part, on the consumer profile. In some implementations of the system, a consumer profile may be associated with survey preferences defined by a merchant. In some implementations of the system, an incentive offer may be associated with a seller. In various implementations and throughout this disclosure, the terms “seller,” “retailer,” or “service provider” are intended to be broad and, as just a few non-limiting examples, a single physical or electronic point of sale ( point of sale), or a franchise or point of sale, or a group of sellers or points of sale that are somewhat related to each other by one or more commonalities such as chain, joint ownership, geographic proximity, business partnership, and the like.

[0010] Another aspect of the disclosure relates to a method for operating a wireless device. The method may include selecting a consumer to provide feedback related to one or more transactions associated with the consumer. The method may include transmitting, for display on the consumer's wireless device, a survey including one or more questions related to one or more transactions associated with the consumer. The method may include selecting an incentive offer from an incentive offer database. The method may include transmitting information related to the incentive offer for display on the consumer's wireless device. The method may include receiving one or more responses to the survey. The method may include implementing the incentive offer.

[0011] Another aspect of the present disclosure relates to a non-transitory computer-readable storage medium having instructions embodied thereon, the instructions being executable by one or more processors to perform a method for operating a wireless device. The method may include selecting a consumer to provide feedback related to one or more transactions associated with the consumer. The method may include transmitting, for display on the consumer's wireless device, a survey including one or more questions related to one or more transactions associated with the consumer. The method may include selecting an incentive offer from an incentive offer database. The method may include transmitting information related to the incentive offer for display on the consumer's wireless device. The method may include receiving one or more responses to the survey. The method may include implementing an incentive offer.

[0012] Other technical features will be readily apparent to those skilled in the art from the following drawings, descriptions and claims. These and other features, and characteristics of the present technology, as well as the functions and methods of operation and economy of manufacture of combinations of related elements and parts of a structure, indicate in the various drawings that like reference numerals designate corresponding parts. It will become more apparent upon consideration of the following description and appended claims, all of which form a part of this specification, with reference to the accompanying drawings. It will be expressly understood, however, that the drawings are provided for purposes of illustration and description only, and are not intended as definitions of limitations of the present invention. As used herein and in the claims, singular forms include plural referents unless the context clearly dictates otherwise.

[0013] Before embarking on the detailed description below, it may be advantageous to set forth definitions of certain words and phrases used throughout this patent document. The term “couple” and its derivatives refer to any direct or indirect communication between two or more elements, whether or not the two or more elements are in physical contact with each other. The terms “transmit”, “receive” and “communication” and their derivatives include both direct and indirect communication. The terms “include” and “comprise” and their derivatives mean inclusion without limitation. The term “or” is inclusive and/or meant. The phrase "associated with" and derivatives thereof includes ringed, communicating with, cooperating with, interleaved with, juxtaposed with, adjacent to, bound to, having, having the property of, having a relationship with, etc. means to include The term “controller” means any device, system, or part thereof that controls at least one operation. Such a controller may be implemented in hardware or a combination of hardware and software and/or firmware. The functionality associated with any particular controller, whether local or remote, may be centralized or distributed. The phrase “at least one of” when used with a list of items means that different combinations of one or more of the listed items may be used, and that only one item in the list may be required. For example, “at least one of A, B, C” includes any of the following combinations: A, B, C, A and B, A and C, B and C, and A and B and C.

[0014] In addition, various functions described below may be implemented or supported by one or more computer programs, each formed from computer readable program code and embodied in a computer readable medium. The terms "application" and "program" refer to one or more computer programs, software components, sets of instructions, procedures, functions, objects, classes, adapted for implementation in suitable computer readable program code. , instances, related data, or portions thereof. The phrase "computer readable program code" includes computer code of any type, including source code, object code and executable code. The phrase "computer-readable medium" includes read only memory (ROM), random access memory (RAM), hard disk drives, compact discs (CDs), digital video discs (DVDs), solid state drives (SSDs), flash, or any tangible medium that can be accessed by a computer, such as any other type of memory. “Non-transitory” computer-readable media excludes wired, wireless, optical, or other communication links that transmit transitory electrical or other signals. Non-transitory computer readable media includes media in which data can be permanently stored and media in which data can be stored and later overwritten, such as a rewritable optical disk or a removable memory device.

[0015] Definitions for other specific words and phrases are provided throughout this patent document. Those skilled in the art should understand that in many, if not all, cases, these definitions apply to previous and future uses of these defined words and phrases.

For a more complete understanding of the present disclosure and its advantages, reference is now made to the following description taken in conjunction with the accompanying drawings.
1 illustrates a high-level component diagram of an example system architecture in accordance with some embodiments of the present disclosure;
2 illustrates details of an example consumer profile in accordance with various embodiments;
3 illustrates details of an example incentive selection module in accordance with various embodiments;
4 illustrates a partial list of available seller incentive preferences in accordance with various embodiments;
5 illustrates an exemplary consumer device application screen in accordance with some embodiments of the present invention.
6 illustrates an example display of an incentive reward appearing in a digital wallet interface in accordance with some embodiments.
7 illustrates an example display of an electronically generated social media post in accordance with some embodiments.
8 represents a flow diagram for a method of receiving real-time consumer transaction feedback in accordance with some embodiments of the present disclosure;
9 represents a flow diagram of another method of receiving real-time consumer transaction feedback in accordance with some embodiments of the present disclosure;
10 represents a flow diagram of a method for delivering an incentive to a digital wallet and allowing a consumer to gift an incentive offer to a third party, in accordance with various embodiments of the present disclosure;

[0027] Improvements in the quantity, quality and timeliness of customer satisfaction data are required. By encouraging immediate responses to customer satisfaction surveys utilizing modern technology hardware, retailers, retailers and service providers can maximize their efficiencies and profits. Conventional methods for surveying customers and collecting customer feedback do not provide high-quality information for a variety of reasons. For example, retailers often request customer feedback through paper store receipts or at checkout. Direct requests for feedback tend to thwart candid suggestions for criticism and improvement, whereas surveys combined with paper store receipts generally require consumers to keep and access receipts at a later time, often It is inconvenient for consumers as it requires to manually log in to the website and/or enter a code number. Many consumers simply do not notice these requests to provide feedback, even when incentives such as free prizes or participation in contests are offered. Consumers who seek and respond to these survey requests often do not represent the public or the customer base of a particular business, and are often biased towards disgruntled customers, or customers who, for one reason or another, are far more likely to read store receipts. Given feedback, businesses often purchase and receive information long after, reducing the credibility and insightfulness of the feedback data.

[0028] Aspects of the present disclosure relate to embodiments that overcome the shortcomings described above. The present disclosure relates to systems and methods for encouraging and receiving real-time, near-time or batch consumer transaction feedback. In addition to encouraging consumer survey participation and providing systems and methods for collecting more data and more reliable consumer feedback data without delay, the present disclosure provides access to transactional data, consumer data, feedback and survey data. Describe the assessment of salience. With respect to evaluating various types of data and profiles as described in further detail herein, systems and methods include weighted averages, nonparametric ranking methods, Bayesian analyzes, Markovian ( Markovian) processes and analyzes, and where appropriate, consideration of statistical and data analysis of other types and methods. In general, references to "data" and related concepts in this disclosure refer to plaintext data, encrypted or hashed data, data stored or transmitted in any other technically viable format not specifically named herein; or any combination of these formats.

[0029] Modern artificial intelligence and machine learning provide exciting new technologies, behavioral and empirical insights and possibilities to the field of discussion. Also, as part of some of the present disclosure related to data collection and analysis (eg, gathering consumer feedback, building profiles of real or desired consumers, identification of purchasing trends, etc.), various artificial intelligence and/or machine learning principles It should be understood that the methods may be applied to determine methods of data analysis and/or to enhance data analysis and/or to uncover additional insights, as will be apparent to those skilled in the art. As an example, machine learning may be used to determine the likelihood of a particular incentive offer resulting in a particular consumer or type of consumer participating in providing feedback on a transaction. Such a determination may be made using various input factors, such as the past behavior of the particular consumer and/or consumers sharing particular characteristics, including derived or inferred characteristics. In some embodiments, various parameters may be ranked according to generally expected compatibility. For example, all incentives available include, but are not limited to, the consumer's demographic and psychological characteristics, geographic location, time of sale, type of goods or services involved in the transaction, etc. It may be ranked for the likelihood of efficiency in a transaction period based on a number of factors.

[0030] 1-10 discussed below and the various embodiments used to explain the principles of the present disclosure are for illustrative purposes only and should not be construed as limiting the scope of the present disclosure in any way.

[0031] The exemplary architecture 100 is a network 120 that communicatively couples various devices including a consumer feedback incentive service 102 , a user device 128 , a merchant computing system 122 , and a consumer digital wallet 132 . ) is included. Network 120 may include local area networks (LANs) and wide area networks (WANs). Network 102 may be configured with wired technologies (eg, Ethernet®) and wireless technologies (eg, Wi-Fi®, code division multiple access (CDMA), near-field communication (“NFC”), global system for mobile (GSM) ), universal mobile telephone service (UMTS), Bluetooth®, and ZigBee® For example, user device 104 connects to network 120 using a wired connection or wireless technology (eg, Wi-Fi®). data can be sent and received.

[0032] In various implementations, all or part of the data may be stored or backed up primarily on a distributed ledger system, such as, but not limited to, a blockchain. For example, consumer feedback data may be stored in a distributed ledger system for the purpose of maintaining and improving the integrity of data collected from numerous disparate devices and sources. Additionally, the use of a distributed ledger may enable easier sharing of relevant data across disparate platforms and organizations. In some embodiments, a distributed ledger may be used to enable and track incentive availability, incentive reward histories, consumer profiles, etc. as further described herein. In some embodiments, a distributed ledger may be used to enable certain data to be accessed only by authorized parties.

[0033] In example operation, the consumer feedback incentive service 102 may be configured to select a consumer to provide feedback related to one or more transactions associated with the consumer. The consumer feedback incentive service 102 may then select a survey that includes one or more questions related to one or more transactions associated with the consumer. For example, the consumer feedback incentive service 102 may communicate information regarding the selected consumer and/or transaction(s) to the survey creation module 114 . In some embodiments, the information communicated to the survey creation module 114 about the consumer may include all or part of the stored consumer profile 118 . According to some embodiments, the survey creation module 114 then matches the consumer or characteristics of the consumer with one or more surveys stored in the database 116 of the survey creation module 114 and the one or more selected surveys. may be sent back to the consumer feedback incentive service 102 .

[0034] According to some embodiments, the consumer feedback incentive service 102 may transmit, for display on the consumer's wireless device, one or more selected surveys related to one or more transactions associated with the consumer. According to some embodiments, the consumer feedback incentive service 102 is provided for display, via the client application 130 shown on a user interface (eg, a touchscreen or other standard computing interface) of the user device 128 . The above surveys are transmitted to the user device 128 .

[0035] User device 128 may be a smartphone, tablet, or any suitable computing device, such as a desktop or laptop computer. User device 128 may include a user interface configured to execute client application 130 . Client application 130 may be implemented with computer instructions stored on one or more memory devices and executed by one or more processing devices of user device 128 . The client application 130 may be a standalone application installed on the user device 128 or may be an application executed by another application, such as a website in a web browser.

[0036] According to some embodiments, the consumer feedback incentive service 102 is a computing device 104 having one or more processors 106 for executing tasks of the consumer feedback incentive service 102 and the computing device database 108 . may include Computing device 104 may be a computer server, laptop, tablet, smartphone, or any suitable computing device, such as a desktop or laptop computer. The one or more processors 106 may be configured to execute computer instructions stored on the computing device 104 or elsewhere in the consumer feedback incentive service 102 . Database 108 of computing device 104 may store any data necessary to enable operation of consumer feedback incentive service 102 . For example, database 108 may include consumer profiles including information associated with consumer profile 118 , incentive selection module 110 , and/or survey creation module 114 .

[0037] According to some embodiments, the consumer feedback incentivization service 102 may send information related to the consumer and/or one or more transactions to the incentive selection module 110 . According to some embodiments, the incentive selection module 110 matches the consumer or characteristics of the consumer with one or more incentives stored in the database 112 of the incentive selection module 110 and returns information regarding the selected one or more incentives. to the consumer feedback incentive service 102 . Examples of incentives that may be available include the grant of retailer discounts on future purchases, contest entries, free goods or services redeemable at a particular seller or franchise, reward program points or accompanying consumers and any other suitable incentive reward as may be appropriate for businesses.

[0038] The consumer feedback incentive service 102 may transmit one or more incentives selected by the incentive selection module 110 for display on the consumer's wireless device. According to some embodiments, the consumer feedback incentive service 102 may display information related to one or more incentives to the user device 128 for display via the client application 130 shown on a user interface of the user device 128 . ) is sent to

[0039] According to some embodiments, a consumer or other user of user device 128 may enter responses to one or more surveys in a user interface of user device 128 . These responses may then be sent back to the consumer feedback incentive service 102 via the network 120 .

[0040] In response to receiving appropriate survey responses, the consumer feedback incentive service 102 may implement the incentive offer, according to some embodiments. For example, in accordance with some embodiments, a consumer feedback incentive service may provide incentives by communicating a coupon or voucher to the consumer via the user device 128 or other contact information, such as may be available, for example, as part of the consumer profile 118 . The proposal may be at least partially implemented. In some embodiments, the consumer feedback incentive service 102 may fulfill the incentive offer, at least in part, by adding the incentive benefit to a digital wallet 132 associated with the consumer. For example, a consumer feedback incentive service can add incentive rewards of free bagels from a local shop directly to a consumer's digital wallet. Digital wallet 132 in accordance with some embodiments may be Apple Pay™, Google Pay™, Samsung Pay™, or any other suitable digital wallet or digital transaction facilitation application.

[0041] According to some embodiments, some or all of the consumer feedback incentive service 102 may be in communication with one or more merchant computing systems 122 . For example, a merchant, retailer, or other product or service provider may set up one or more desired consumer profiles 124 stored in database 126 of merchant computing system 122 . Desired consumer profile(s) may define characteristics of consumers for which a seller desires survey answers. According to some embodiments, the merchant computing system 122 also provides the survey preferences and/or survey questions provided by the merchant to the consumer feedback incentive service 102 and/or the survey creation module 114 . can do. According to some embodiments, the merchant computing system 122 may also provide information regarding incentive preferences and/or available incentives to the consumer feedback incentive service 102 and/or the incentive selection module 110 . .

[0042] Merchant computing system 122 in accordance with some embodiments may be a computer server, laptop, tablet, smartphone, or any suitable computing device, such as a desktop or laptop computer. The database 126 of the merchant computing system 122 may store any data necessary to enable operation of the merchant computing system 122 .

[0043] 2 illustrates details of an example consumer profile in accordance with various embodiments. A consumer profile 202 in accordance with some embodiments represents an individual consumer or group of consumers. According to some embodiments, the consumer profile 118 of FIG. 1 may include or be arranged similarly to information similar to that described herein with respect to the consumer profile 202 of FIG. 2 . The desired consumer profile 124 in accordance with some embodiments may include or be similarly arranged as information similar to that described herein with respect to the consumer profile 202 of FIG. 2 .

[0044] Consumer demographic data 204 of consumer profile 202 may include demographic data associated with one or more consumers, such as age, gender, race, occupation, income, hobbies, residential location, eating habits, in accordance with some embodiments. , and other suitable demographic information. The consumer demographic data 204 and other information in the consumer profile 202 may ultimately be intended to provide a high level of granularity to the seller when considering who is purchasing or may be likely to purchase certain goods or services. .

[0045] Consumer geographic location data 206 of consumer profile 202 may, in accordance with some embodiments, include geographic location information such as a Global Positioning System (GPS) or user's residence, work, common vacation or work travel locations, favorite restaurant other suitable location information related to the field and the like. Consumer geographic location data 206 may also include an actual location history of an individual consumer or group of consumers. According to some embodiments, consumer geographic location data 206 may include projections of possible future location information. According to some embodiments, any location information in the consumer geographic location data 206 may be stored along with the corresponding data and time stamp information.

[0046] The consumer survey response history 208 of the consumer profile 202 may, in accordance with some embodiments, identify certain actual, predictable or inducible characteristics with one or more consumers - or one or more consumers associated with the consumer profile 202 . People with whom it shares—includes information relating to whether, when, and how often they responded to previous survey questions presented to one or more consumers associated with this consumer profile 202 . Such analysis may, in some embodiments, be suitably aided by the use of various artificial intelligence or machine learning techniques. According to some embodiments, the consumer survey response history 208 may include types of survey questions answered in the past by one or more consumers associated with the consumer profile 202 and/or one or more consumers associated with the consumer profile 202 . It may include information related to the expected characteristics of the survey questions they are likely to answer in the future. In some embodiments, the consumer profile 202 may include expected characteristics of consumers that are available, are expected to be available, or are likely to respond to survey questions for which answers and feedback are requested.

[0047] Consumer spending habits data 210 of consumer profile 202 includes information relating to past purchases made by one or more consumers associated with consumer profile 202 , in accordance with some embodiments. According to some embodiments, consumer spending habit data 210 of consumer profile 202 may further include predictions related to possible future spending habits of one or more consumers associated with consumer profile 202 . According to some embodiments, the information of consumer spending habit data may include purchase amounts and frequency of various types of purchases, and other suitable consumer spending habit data as would be appreciated by one of ordinary skill in the art.

[0048] Incentive preference data 212 and consumer incentive history 214 of consumer profile 202 may include previous incentives offered by one or more consumers associated with consumer profile 202 in return for completing surveys, in accordance with some embodiments. information (consumer incentive history 214) relating to whether, when, and how often to respond. According to some embodiments, incentive preference data 212 may include types of incentives to which one or more consumers associated with consumer profile 202 have responded in the past and/or types of incentives to which one or more consumers associated with consumer profile 202 have responded in the future. It may include information related to the expected characteristics of the incentives that are likely to do so.

[0049] The consumer digital wallet identifier(s) 216 comprises any suitable digital wallet or digital transaction facilitation platform associated with one or more consumers associated with the consumer profile 202 , in accordance with some embodiments.

[0050] 3 illustrates details of an example incentive selection module in accordance with various embodiments. The incentive selection module 110 of FIG. 1 may, in some embodiments, include or be similarly arranged as information similar to that described herein with respect to the incentive selection module 302 . The incentive selection module is the best when considering various factors, such as the likelihood of a response and how closely a targeted or selected consumer (also referred to herein as an "immediate consumer") matches a seller's preferences, among others. may be configured to combine known characteristics of the selected consumer or group of consumers with the seller's preference data and available incentives to select an incentive match.

[0051] According to some embodiments, consumer incentive preference data 304 may include types of incentives to which the immediate consumer or group of consumers have responded in the past and/or predictions of incentives that the immediate consumer or group of consumers are likely to respond to in the future. It may contain information related to the specified characteristics.

[0052] According to some embodiments, seller preference data 306 may include any information provided by a seller or sellers about a desired consumer for which the seller or sellers would like to have survey feedback data. Merchant preference data may be entered through a merchant interface and survey results may be provided to the merchant through the same interface or a different interface, in accordance with some embodiments. According to some embodiments, the seller preference data may include some or all of the information of a desired consumer profile, which may be similar to the consumer profile 202 as discussed with respect to FIG. 2 .

[0053] Consumer survey response history 308 may include information relating to whether, when, and how often one or more consumers responded to previous survey questions presented to an immediate consumer or group of consumers, in accordance with some embodiments. includes According to some embodiments, the consumer survey response history 308 may include types of survey questions that the consumer or group of consumers have answered in the past and/or surveys that the consumer or group of consumers are likely to respond to in the future. It may include information related to the expected characteristics of the questions.

[0054] Consumer spending habit data 310 includes information related to past purchases made by an immediate consumer or group of consumers, in accordance with some embodiments. According to some embodiments, consumer spending habit data 310 may further include predictions related to possible future spending habits of the immediate consumer or group of consumers. According to some embodiments, the information of consumer spending habit data may include purchase amounts and frequency of various types of purchases, and other suitable consumer spending habit data as would be appreciated by one of ordinary skill in the art.

[0055] Incentive database 312 provides incentives provided by sellers and available immediately, at any time in the future, and/or at other franchise locations or retailers - eg, a local donut shop, in accordance with some embodiments. Free drinks or free donuts at ― can be refilled. According to some embodiments, incentive database 312 may also or alternatively include incentives generated by consumer feedback incentive service 102 or other suitable sources.

[0056] 4 illustrates a partial list of available seller incentive preferences in accordance with various embodiments. Seller incentive preferences 402 according to some embodiments represent an individual seller, retailer, or service provider or group of sellers, retailers or service providers. According to some embodiments, merchant incentive preferences may be communicated from the merchant computing system 122 to the incentive selection module 110 , eg, as described with reference to FIG. 1 .

[0057] According to some embodiments, the current incentive(s) description 404 indicates what incentives are being offered by the seller or group of sellers, how long they are offered, and, if any, what characteristics of consumers are required to make the offer. details as to whether or not there is, and any other suitable descriptive incentive details as would be appreciated by one of ordinary skill in the art.

[0058] Incentive expiration information 406 of seller incentive preferences 402 may include information including one or more expiration dates associated with available incentives or incentive descriptions 404 . “Maximum incentives per time period” 412 of seller incentive preferences 402 may define a maximum number of incentives available to an individual consumer or group of consumers within a defined time period, according to some embodiments. According to some embodiments, maximum incentives 412 per time period may define a maximum number of incentives associated with a particular seller or group of sellers that may be made available to any party during a defined time period. .

[0059] Incentive gift availability 408 of seller incentive preferences 402 depends on whether various incentives can be gifted from the original beneficiary to third parties, how often they are gifted, and how many times, according to some embodiments. It may contain information about For example, as described elsewhere herein and in accordance with some embodiments, after the incentive is implemented or delivered to the consumer's digital wallet, the consumer may be presented with the same or similar incentive to a third party or presented with multiple gift incentives. The option of splitting between the parties may be presented. According to some embodiments, “Maximum Gift of Incentive” 410 is the maximum number of incentives that can be gifted in relation to one or more incentives, over a defined period of time, during the lifetime of the incentive, or over the lifetime of a consumer or seller. or any other suitable constraint as will be apparent to those skilled in the art.

[0060] According to some embodiments, alert preferences 414 may define the type and frequency of notifications provided to consumers and/or sellers regarding incentive status or income.

[0061] 5 illustrates an exemplary consumer device application screen in accordance with some embodiments of the present invention. All aspects of the interface and content presented herein are by way of example only, and should not be construed as, for example, limiting the disclosure to any particular user interface configuration.

[0062] Screen 502 shows an example payment interface on a user device, eg, user device 128 as described with reference to FIG. 1 . At screen 502 , options are presented to the user to complete a payment associated with the purchase. According to some embodiments, this payment screen may be the digital wallet application itself or it may be linked to the user's digital wallet.

[0063] After payment is complete, the user is presented with screen 504 , in accordance with some embodiments. Interface 508 presents, by way of example, survey questions in a simple and familiar "star rating" format. The commonly used “star rating” format is exemplary only, and many other simple rating systems are available as will be apparent to those skilled in the art. Field 510 in accordance with some embodiments allows the user to type a message to the retailer if desired.

[0064] According to some embodiments, selection 512 of screen 504 indicates that the user wants to contact the seller, for example, if the user has a dissatisfaction or compliment to share regarding the seller or service provider's products or services. allow to specify

[0065] At location 514 of screen 504 , an incentive is presented to the user to induce the user to complete survey question 508 , according to some embodiments. According to some embodiments, the submit button 516 allows the user to select to claim the incentive offered at the location 514 of the screen 504 .

[0066] After completing the survey question 508 of screen 504 and claiming the incentive offered at location 514 of screen 504 , the user is presented with screen 506 or the like, in accordance with some embodiments, in accordance with some embodiments. . Interface location 518 displays results of the consumer or user's response to survey question 508 , according to an exemplary embodiment.

[0067] At location 520 of screen 506 , the user is presented with an offer to gift an incentive to one or more third parties, according to some embodiments. According to some embodiments, field 522 of screen 506 allows the user to enter identification information of one or more third parties who will receive the gifted incentive. For example, the user may enter in field 522 one or more email addresses, digital wallet IDs, phone numbers, messenger application IDs, biometric information, encryption or other keys, or other suitable identifying information as will be apparent to one of ordinary skill in the art. can be entered.

[0068] 6 illustrates an example display of incentive rewards appearing in a digital wallet interface. According to some embodiments, screen 602 may represent a digital wallet application or other client application, such as client application 130 of user device 128 as described with reference to FIG. 1 .

[0069] Identifier 604 of screen 602 identifies a particular digital wallet or other payment platform currently in use, in accordance with some embodiments. In field 606 of the exemplary embodiment, the user is presented with a digital wallet and/or credit card information related to a recent transaction or transactions.

[0070] At location 608 of screen 602 , incentive rewards are shown available in digital wallet 604 . According to some embodiments, and as discussed in further detail herein, the incentive reward is in response to the consumer completing one or more prerequisites to receive the incentive—eg, transacting with an incentivizing merchant. and can be sent or enabled directly to a consumer's digital wallet by completing a survey question.

[0071] 7 illustrates an example display of an electronically generated social media post. According to some embodiments, screen 702 may represent a social media post automatically generated on behalf of a user by consumer feedback incentive service 102 , eg, as described with reference to FIG. 1 .

[0072] Identifier 704 of screen 702 identifies a particular social media platform currently in use, in accordance with some embodiments. Exemplary profile information 706 of screen 702 shows the identity of a member of social media platform 704 to make a social media posting.

[0073] According to some embodiments, social media post 708 includes an automatically generated message on behalf of a social media user. Controls 710 of screen 702 provide additional controls related to social media posting, in accordance with some embodiments. According to some embodiments, field 712 of example screen 702 allows a social media user to add additional comments to a social media post if desired.

[0074] 8 represents a flow diagram for a method 800 of receiving real-time consumer transaction feedback. According to some embodiments, some or all of the steps of flowchart 800 may be performed by a system, such as system 100 as described with reference to FIG. 1 .

[0075] In step 802, the consumer is selected to provide feedback related to one or more transactions performed by the consumer. According to some embodiments, the consumer may be selected based on matching characteristics of a desired consumer profile provided by the merchant. In some embodiments, the consumer may be selected, at least in part, based on the consumer's transactions with a particular seller or set of sellers, for which they have requested that all customers of that seller or set of sellers be surveyed. .

[0076] At 804 , a survey is generated for the consumer, and the survey includes one or more questions related to one or more transactions associated with the consumer. To name just a few, a survey question may simply ask about a general level of satisfaction with the seller's service, the seller's product offer or transaction in general.

[0077] In step 806, an incentive offer is selected. According to some embodiments, an incentive offer may be selected from an incentive database, eg, because the consumer or transaction matches characteristics of a desired consumer profile provided by the merchant.

[0078] At step 808, information related to the incentive offer and survey is transmitted to the user or the user's device, according to some embodiments. In a typical embodiment, the survey and incentive offer may be presented to the consumer on the consumer's device (eg, smartphone) via a touch user interface (step 810 ).

[0079] At step 812, a response to the survey is received from a user or consumer. For example, in a typical implementation the consumer will complete the survey using the touch screen of the consumer device.

[0080] At step 814 , in response to receiving a survey response (according to some embodiments, prerequisites for obtaining the incentive), the incentive is implemented. For example, incentive information may be transmitted to the consumer's device or directly to the consumer's smart wallet.

[0081] 9 represents a flow diagram of another method of receiving real-time consumer transaction feedback in accordance with some embodiments of the present disclosure. According to some embodiments, some or all of the steps of flowchart 900 may be performed by a system, such as system 100 as described with reference to FIG. 1 .

[0082] At step 902 , a notification of a transaction associated with the digital wallet is received. A particular digital wallet may be associated with a consumer who has done business with the merchant, in accordance with some embodiments.

[0083] In step 904, an incentive offer is selected from an incentive offer database. As described elsewhere herein, the incentive offer may be selected based on various combinations of the merchant's preferences, the consumer's preferences associated with the digital wallet, spending habits, and other consumer or merchant profile information.

[0084] At step 906 , a customer satisfaction survey is transmitted to the consumer's wireless device associated with the digital wallet. According to some embodiments, the satisfaction survey may include a simple star rating for a digital wallet transaction. The incentive offer of step 904 is intended to encourage a consumer's response to a customer satisfaction survey, in accordance with some embodiments.

[0085] At exemplary step 908 , the incentive offer is transmitted to the consumer's wireless device associated with the digital wallet. The incentive offer may be displayed via a touch screen user interface of the consumer's wireless device typically associated with the digital wallet.

[0086] At 910 , at least one response to a customer satisfaction survey is received. For the example transaction star rating, this step indicates that the consumer associated with the digital wallet has rated the transaction.

[0087] In step 912, the incentive reward is directly credited to the digital wallet. For example, if the incentive reward is a free muffin, the incentive reward may be displayed in the digital wallet user interface in a manner similar to location 608 of screen 602 as described with reference to FIG. 6 .

[0088] 10 represents a flow diagram of a method for delivering an incentive to a digital wallet and allowing a consumer to gift an incentive offer to a third party, in accordance with various embodiments of the present disclosure. According to some embodiments, some or all of flowchart 1000 may be performed by a system similar to system 100 as described with reference to FIG. 1 .

[0089] At step 1002, a first incentive is delivered to the consumer's digital wallet. For example, an incentive reward corresponding to a particular seller may be delivered as detailed herein.

[0090] At step 1004 , an offer is made to one or more third parties allowing the gift of a second incentive from the consumer. In some embodiments, the second incentive may be a duplicate of the original incentive reward of step 1002 . According to some embodiments, the gift offer may be displayed in a user interface of a wireless device associated with the consumer.

[0091] At step 1006 , identifying information relating to one or more third parties who will receive the gifted incentive is received. The identifying information may include, for example, an email address, a digital wallet ID, or any of other suitable identifying information as will be apparent to one of ordinary skill in the art.

[0092] At step 1008 , according to some embodiments, one or more gifted incentive offers are communicated to one or more identified third party recipients using the identification information obtained at step 1006 .

[0093] At optional step 1010, an offer is sent to the consumer to create a social media post on behalf of the consumer, according to some embodiments. According to some embodiments, the offer may be presented in a user interface of a wireless device associated with the consumer.

[0094] Nothing in the description of this application should be construed to imply that any particular element, step, or function is an essential element that should be included in the scope of the claims. The scope of the claimed subject matter is defined solely by the claims. Moreover, unless the exact word "means for" is followed by a participle, none of the claims are subject to 35 U.S.C. It is not intended to invoke § 112(f).

Claims (21)

A system comprising one or more hardware processors configured by machine-readable instructions, the system comprising:
The machine-readable instructions include:
select a consumer to provide feedback related to one or more transactions associated with the consumer;
transmit, for display on the consumer's wireless device, a survey comprising one or more questions related to one or more transactions associated with the consumer;
select an incentive proposal from the incentive proposal database;
transmit information related to the incentive offer for display on the consumer's wireless device; and
to receive one or more responses to the survey;
system. According to claim 1,
wherein the one or more hardware processors are further configured by the machine-readable instructions to implement the incentive offer by delivering an incentive reward to a digital wallet associated with the consumer.
system. According to claim 1,
wherein the selection of the incentive offer depends, at least in part, on the geographic location of the mobile device.
system. According to claim 1,
wherein the selection of the incentive offer is dependent, at least in part, on an identity of a seller associated with one or more transactions associated with the consumer;
system. According to claim 1,
wherein the one or more hardware processors are further configured by machine-readable instructions to send a notification that a survey is available to the consumer for display on the consumer's wireless device.
system. According to claim 1,
wherein the consumer's selection depends at least in part on one or more of demographic information associated with the consumer or psychological information associated with the consumer;
system. According to claim 1,
the consumer's selection depends at least in part on a consumer profile, wherein the consumer profile is associated with survey preferences defined by a seller;
system. 8. The method of claim 7,
wherein the incentive offer is associated with the seller;
system. A method of operating a wireless device, comprising:
selecting a consumer to provide feedback related to one or more transactions associated with the consumer;
transmitting, for display on the consumer's wireless device, a survey comprising one or more questions related to one or more transactions associated with the consumer;
selecting an incentive proposal from the incentive proposal database;
transmitting, for display on the consumer's wireless device, information related to the incentive offer;
receiving one or more responses to the survey;
A method of operating a wireless device. 10. The method of claim 9,
fulfilling the incentive offer by delivering an incentive reward to a digital wallet associated with the consumer;
A method of operating a wireless device. 10. The method of claim 9,
wherein the selection of the incentive offer is dependent, at least in part, on an identity of a seller associated with one or more transactions associated with the consumer;
A method of operating a wireless device. 10. The method of claim 9,
sending, for display on the consumer's wireless device, a notification that the survey is available to the consumer;
A method of operating a wireless device. 10. The method of claim 9,
wherein the consumer's selection depends at least in part on one or more of demographic information associated with the consumer or psychological information associated with the consumer;
A method of operating a wireless device. 10. The method of claim 9,
the consumer's selection depends at least in part on a consumer profile, wherein the consumer profile is associated with survey preferences defined by a seller;
A method of operating a wireless device. 15. The method of claim 14,
wherein the incentive offer is associated with the seller;
A method of operating a wireless device. A non-transitory computer-readable storage medium having instructions embodied thereon, comprising:
The instructions are executable by one or more processors to perform a method for operating a wireless device, the method comprising:
selecting a consumer to provide feedback related to one or more transactions associated with the consumer;
transmitting, for display on the consumer's wireless device, a survey comprising one or more questions related to one or more transactions associated with the consumer;
selecting an incentive proposal from the incentive proposal database;
transmitting, for display on the consumer's wireless device, information related to the incentive offer;
receiving one or more responses to the survey;
implementing the incentive offer;
A non-transitory computer-readable storage medium. 17. The method of claim 16,
The method further comprises fulfilling the incentive offer by delivering an incentive reward to a digital wallet associated with the consumer.
A non-transitory computer-readable storage medium. 17. The method of claim 16,
wherein the selection of the incentive offer is dependent, at least in part, on an identity of a seller associated with one or more transactions associated with the consumer;
A non-transitory computer-readable storage medium. 17. The method of claim 16,
The method further comprises sending, for display on the consumer's wireless device, a notification that the survey is available to the consumer.
A non-transitory computer-readable storage medium. 17. The method of claim 16,
wherein the consumer's selection depends at least in part on one or more of demographic information associated with the consumer or psychological information associated with the consumer;
A non-transitory computer-readable storage medium. 17. The method of claim 16,
the consumer's selection depends at least in part on a consumer profile, wherein the consumer profile is associated with survey preferences defined by a seller;
A non-transitory computer-readable storage medium.

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