DE29711150U1 - Cash desk - Google Patents

Description

The invention relates to a checkout station with a cash register and a customer-side input device.

In shops with customer traffic, there is an increasing need for information on the part of the operators about customer satisfaction with the range and services of the shop, because optimizing the service to achieve high customer satisfaction is becoming increasingly important in a competitive environment.' Sales or their development are often used as a measure of customer satisfaction. However, changes in sales can be strongly influenced by factors such as the economy, competition, weather, etc., and are therefore useless as a measure of customer satisfaction. An investigation of customer satisfaction through complex customer surveys is also unsatisfactory, as it is always only a snapshot and cannot be carried out on an ongoing basis. So-called "complaint boxes" are often set up, through which customers can voice their concerns.

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Opinions and suggestions can be shared. Experience shows, however, that these complaint boxes are usually only used by dissatisfied customers, so that a representative picture of the satisfaction of all customers cannot be obtained.

The object of the invention is to create a device for continuously recording customer satisfaction.

This object is achieved according to the invention by the features of claim 1.

According to the invention, a checkout station has a cash register and a customer-side input device assigned to the cash register for the customer to enter a satisfaction value. The checkout station is assigned a memory in which the satisfaction value can be stored, whereby the satisfaction value is transmitted from the input device to the memory via a data line. The stored values can be read and evaluated at any time.

With this device, every customer can enter an assessment of their satisfaction with the goods they found, the service, the friendliness of the staff, etc. when they pass the checkout. Since practically every customer passes the input device and the customer's opinion can be expressed using the very easy-to-use input device, almost every customer takes part in the recording. This creates a representative picture of the customers' opinions. Customers feel more seriously when their satisfaction is questioned.

and can influence the customer orientation of a business through their evaluation.

The input device for entering customer satisfaction is an instrument with which specific questions, for example about innovations, can be asked to the customer and their satisfaction can be determined. Furthermore, the staff has the opportunity to provide direct feedback on their performance, which increases staff motivation.

The cash register can be operated at any time without the input device.

The data line between the input device and the memory can also be designed as a radio link for wireless transmission of the satisfaction values.

In a preferred embodiment, a single satisfaction value can be entered during the registration of all of a customer's goods and stored in the memory. This ensures that each customer can only make a single entry, which excludes multiple entries by a customer or staff that could distort the result.

Preferably, for each stored satisfaction value, additional registration data from the cash register is stored in the memory. This means that data about the registered value of goods of a customer, the time of day, the date and the personnel working can be assigned to the satisfaction value.

By evaluating the satisfaction values, a variety of conclusions can be drawn, for example about the friendliness of the respective staff, among other things.

In a preferred embodiment, the input device has input keys for entering the satisfaction value. For example, six keys are arranged next to each other and are labeled with symbols, terms and/or numbers. Each key is assigned a specific satisfaction value. This creates an input device that can be quickly understood by the customer and allows a satisfaction value to be entered quickly and easily.

In a preferred embodiment, the input device is arranged in the area of the cash register facing the customer. The input device can have a shielding privacy screen. The privacy screen ensures that the customer cannot be observed by other customers or staff while making the input and thus possibly influenced.

Preferably, the input device has an additional keyboard with which additional satisfaction entries can be made. This can be an alphanumeric keyboard with which short texts, for example explanations, can be entered into the input device. This allows the customer to, for example, specify exactly what they did not like, what could be improved, etc.

In the following, an embodiment of the invention is explained in more detail with reference to the drawings.

Show it:

Fig. 1 a cash register with a cash register and a customer-side input device in perspective view, and

Fig. 2 is a block diagram of the checkout station of Fig. 1.

Fig. 1 shows an electronic cash register 10, such as is used in grocery stores for registering goods and collecting the final amount due.

The checkout station 10 essentially consists of the cash register 12, which is arranged on a checkout counter 14, a conveyor belt 16 adjacent to the checkout counter 14 and an input device 18 arranged to the side of the conveyor belt 16, opposite the checkout counter 14.

The cash register 12 consists of a display device 20 for displaying the registered data, a printer 22 for printing a receipt and evaluations, and a cash register housing 24. As shown in Fig. 2, an input keyboard 26, a control module 29 and a memory 28 are arranged in the cash register housing 24. The memory can also be arranged in the input device, or in the case of networked cash register systems, in a central computer.

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the cash register input keyboard 26 allows a cashier, who sits on a seat 32 in front of the keyboard 26, to enter registration data of the goods placed on the conveyor belt 16.

The customer's input device 18 has six buttons 34 for entering satisfaction. The buttons 34 are each marked with a number from 1-6. The six buttons 3 6 of the input device 18 correspond to the ratings or grades between "1" for "very satisfied" and "6" for "very dissatisfied".

Furthermore, the input device 18 has a privacy screen 36 that shields the input keys 34 of the input device 18 from the view of the cashier and other customers. The input device 18 is connected to the control module 29 of the cash register 12 via a data line 38.

A checkout process begins when a customer places his goods on the conveyor belt 16. The cashier enters registration data for the goods placed on the conveyor belt 16 and passing by via the cash register keyboard 26 of the cash register 12". The entered registration data are stored in the control module 29 and the value of the goods is added up. Once all of a customer's goods have been registered, the control module 29 causes the printer 22 to print out ¹ a receipt and the display of the final amount on the display device 20.

From the beginning of the registration process for a customer to the end of the payment process, the control module expects

dul 29 a data entry by the customer via the buttons 34 of the input device 18. This is indicated by a green signal lamp 35, which is arranged to the side of the buttons 34. As soon as the customer has pressed one of the buttons 34, a satisfaction value corresponding to this button is transmitted via the data line 38 to the control module 2 9 and temporarily stored there. The signal lamp 35 now lights up red, and further entries via the input device 18 are ignored until a new registration process for a new customer begins, whereupon the lamp lights up green again. The signal lamp informs the customer whether an entry is possible at all, or whether his entry has been registered. The new customer can also be detected via a corresponding presence detector.

The control module 29 waits for the end of the registration process and then transfers the customer's stored satisfaction value to the memory 28. The date, time and total registered value of the goods are also stored in the memory 28 for each customer's satisfaction value.

The content of the memory 28 can be read out at the end of a certain period of time, for example daily after closing time, weekly or monthly, using a corresponding device or printed out using the printer 2 2. By evaluating the data obtained in this way, statements can be made about customer satisfaction, for example depending on the time of day, the personnel working at the time, newly introduced service measures, etc.

By requiring customers to check their satisfaction when registering the goods they have purchased, a system has been created that allows the satisfaction of almost every customer to be recorded with every purchase. Providing a satisfaction rating is easy and convenient for the customer, which ensures a high level of acceptance of the system.

The input device can also have a second - alphanumeric - keyboard with which the customer can make additional entries. This also allows suggestions and specific criticism from the customer to be saved and evaluated.

Claims (10)

EXPECTATIONS 1. Cash desk with a cash register (12) , a customer-side input device (18) assigned to the cash register for the customer to enter a satisfaction value, a memory (28) in which the satisfaction value can be stored, and a data line (3 8) from the input device (18) to the memory (2 8), via which the satisfaction value can be transmitted. 2. Cash register according to claim 1, characterized in that a device is provided which allows each customer passing through the cash register or causing a payment to enter a single satisfaction value. 3. Checkout station according to claim 2, characterized in that during the registration of all goods of a customer, the input of a single satisfaction value can be carried out and stored in the memory (28). 4. Cash register according to one of claims 1-3, characterized in that for each stored satisfaction value additional registration data of the - 10 - Cash register (12) can be stored in the memory (28). 5. Cash register according to one of claims 1-4, characterized in that the input device (18) has input keys (34) for entering the satisfaction value. 6. Cash register according to one of claims 1-5, characterized in that the input device (18) is arranged in the area of the cash register (12) facing the customer. 7. Cash register according to one of claims 1-6, characterized in that the input device (18) is designed in such a way that it cannot be seen by a cashier. 8. Cash register according to claim 7, characterized in that the input device (18) has a shielding privacy screen (36). 9. Cash register according to one of claims 1-8, characterized in that the input device has a further keyboard with which further satisfaction inputs can be made. 10. Cash register according to one of claims 1-9, characterized in that the data line is designed as a radio link for wireless transmission of the satisfaction value.