GB2474699A - Customer feedback device with audio, video and optical code input - Google Patents

Customer feedback device with audio, video and optical code input Download PDF

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Publication number
GB2474699A
GB2474699A GB0918645A GB0918645A GB2474699A GB 2474699 A GB2474699 A GB 2474699A GB 0918645 A GB0918645 A GB 0918645A GB 0918645 A GB0918645 A GB 0918645A GB 2474699 A GB2474699 A GB 2474699A
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United Kingdom
Prior art keywords
data
customer feedback
device
feedback device
display
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Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
GB0918645A
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GB0918645D0 (en
Inventor
Daniel James Barlow
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Daniel James Barlow
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Filing date
Publication date
Application filed by Daniel James Barlow filed Critical Daniel James Barlow
Priority to GB0918645A priority Critical patent/GB2474699A/en
Publication of GB0918645D0 publication Critical patent/GB0918645D0/en
Publication of GB2474699A publication Critical patent/GB2474699A/en
Application status is Withdrawn legal-status Critical

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Classifications

    • GPHYSICS
    • G06COMPUTING; CALCULATING; COUNTING
    • G06QDATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00Commerce, e.g. shopping or e-commerce

Abstract

An arrangement for providing customer feedback using a customer feedback device is disclosed. Device 10 comprises a support 12 which supports display 32, key-based user interface 35 for inputting data to be displayed on display 32, audio input 36 for inputting audio data, video capture device 38 for capturing and displaying moving-image data on display 32, optical data reader 40 for optically reading visual code data, a speaker for outputting audible usage instructions, a data storage device for storing keyed data, audio data, moving-image data and visual code data, and a transmitter for transmitting data stored by the data storage device to a remote server for processing. The optical data reader may be a barcode reader or scanner and the transmitter may be wireless. In an embodiment, the housing is substantially "L" shaped with upright portion 14 and foot 16. In an alternative embodiment the device may be in the form of a booth.

Description

Customer Feedback Device The present invention relates to an interactive customer feedback device allowing users to provide multi-media digital feedback.

Customer feedback forms are available from many shops and stores, but do require customers to take the time to legibly write their thoughts, comments and any complaints.

As such, often customers lose interest during the filling in of the form and details, or decide to forego the chore of leaving customer feedback altogether, despite possibly not being satisfied with the provided service.

A simple mechanical push button customer feedback device is known, whereby a customer can push a button associated with a particular comment in order to leave standardised feedback. However, it is clear that this kind of device is not flexible and does not cater to the actual needs of the customer. Often a customer will feel significant dissatisfaction after using such a device, and will find that follow up by the shop or store cannot be undertaken due to the inability for a customer to identify him or herself.

The present invention seeks to provide a solution to these problems.

According to a first aspect of the invention, there is provided a customer feedback device comprising a support which supports a display, a key-based user interface for inputting keyed data to be displayed on the display, an audio input device for inputting audio data, video capture device for capturing and displaying moving-image data on the display, an optical data reader for optically reading a visual code data, at least one speaker for outputting audible usage instructions, a data storage device for storing the keyed data, audio data, moving-image data and the visual code data, and a transmitter for transmitting data stored by the data storage device to a remote server for processing.

Preferable and/or optional features of the first aspect of the invention are set forth in claims 2 to 15, inclusive.

According to a second aspect of the invention, there is provided a method of providing customer feedback, the method comprising the steps of a) providing an interactive customer feedback device in accordance with the first aspect of the invention in or adjacent to a shop; b) a user providing at least keyed data, moving-image data and voice data in response to prompts by the device; and c) the inputted data being stored by the device and transmitted to a remote server for processing and follow up by a customer relations representative.

Preferable and/or optional features of the second aspect of the invention are set forth in claims 18 to 20, inclusive.

The invention will now be described, by way of example only, with reference to the accompanying drawings, in which: Figure 1 shows a perspective view of one embodiment of a customer feedback device, in accordance with the first aspect of the invention; and Figure 2 is a diagrammatic representation of a data network of which the customer feedback device forms a part.

Referring to the drawings, there is shown a customer feedback device 10 which comprises an enclosed substantially h-shaped rigid housing 12 having an upright portion 14 and a foot portion 16. A longitudinal extent of the upright portion 14 is preferably slightly concave on a front surface 18. Also preferably an outrigger 20 at each side edge 22 of the upright portion 14 is provided to aid in stabilising the device 10 against knocks and bumps. Each outrigger 20 extends from the bottom of the upright portion 14 so as to be in contact with the ground to slightly above an upper edge of the upright portion 14. In this case, each outrigger 20 is a metal tube held to the side edge 22 of the upright portion 14 by a plurality of spaced apart cross-members 24. However, other materials, such as plastics, can be considered.

The front surface 18 of the upright portion 14 is smoothly arcuate, being formed of plastics, for example, and in this embodiment includes three display portions, namely a large lower display portion 26, a smaller middle display portion 28, and a small upper display portion 30.

The upright portion 14 supports a display 32 having a display screen 34 which is slightly inset into a recess in the front surface 18 or flush with the front surface 18, a key-based user interface 35, a microphone 36 in the front surface 18 and in this case below the display screen 34, a video camera 38 also in the front surface 18 and above the display screen 34, an optical data reader 40 with a screen 42 which is preferably flush with the front surface 18 and which is below the microphone 36 and offset to one side, and a speaker.

The display screen 34 is preferably a flat screen panel, such as an LCD panel or a plasma panel, but may be any other suitable visual device. The use of a flat screen device enables a depth of the upright portion 14 to be minimised.

The key-based user interface 35 is preferably a graphical interface provided on the display screen 34, in which case the display screen 34 is a touch-sensitive screen.

However, it may be in the form of a physical keyboard provided on or supported off the front surface 18 of the upright portion 14, The microphone 36 may be any suitable audio input device of suitable sensitivity to enable clear audio data capture of a user's voice.

The video camera 38 may, for example, be a webcam or other suitable video capture device, preferably utilising a CMOS or CCD coupled to a lens 44 and control circuitry.

The lens 44 is preferably flush with, slightly inset into, or slightly proud of the front surface 18 of the upright portion 14.

The optical data reader 40, in this embodiment, is a barcode scanner. However, it may additionally or alternatively be a matrix code reader or any other similar device which enables optical scanning and input of data corresponding to an item purchased by a customer or customer details.

The customer feedback device 10 also includes a data storage device 46 which may be provided in the upright portion 14, but more conveniently is provided in the foot portion 16. The data storage device 46 is provided in a chamber 48 accessible via a lockable access cover 50 in an upper surface of the foot portion 16.

A transmitter 52 is also provided in the foot portion 16 for transmitting data on the data storage device 46 to a remote server 54 for processing. n this case, the transmitter 52 is wireless and uses any suitable wireless transmission protocol, such as a cellular data network, IEEE 802.11 or wifi, and possibly Bluetooth RTM, to contact the remote server 54. However, the transmitter may additionally or alternatively be hard wired to the remote server.

In use, a customer initiates a customer feedback routine of the customer feedback device 10, for example, by tapping the display screen 34. An internal controller 56 of the customer feedback device 10 then walks the customer in a step by step manner through the feedback procedure, visually via the display 32 and verbally via the speaker providing options so that the feedback of the customer is targeted and relevant. The customer can utilise the optical data reader 40 to input visual code data relating to themselves via a store card, a product and/or a receipt, again enabling targeted and relevant feedback and comments to be made.

The video capture device 38 and the audio input device 36 allow the user to input their comments in a non-confrontational and relaxed manner. The inputted data relating to keyed data, audio data, visual data and code data where applicable are stored on the data storage device 46 and transmitted to the remote server 54. A remote terminal 58 can then be used by a customer relations representative to interrogate the remote server 54 in order to promptly and proactively action the submitted feedback.

It is also feasible that a user, prompted by the controller 56 to enter their e-mail address, can send an electronic copy of their feedback also to their own personal e-mail account.

The customer feedback device 10 may also incentivise customers to leave feedback.

The feedback routine may offer market research opportunities and promotional material via the customer feedback device 10, and preferably the customer would be allowed to select one or more of these features. If the user selects via the display to take part in a customer survey, the controller initiates the appropriate routine. The customer is presented with a set of questions as part of a market research campaign by the organisation, and may be rewarded for taking part in the survey.

If the customer selects promotional material, the controller initiates a different routine so that the display displays for the customer advertorial material for other services the organisation offers, for example, if the shop or organisation is primarily grocery based, it may also offer loans and insurance. If the customer is interested, they can request to be contacted at a convenient time in the future via the touch screen of the display and/or via a verbal indication into the microphone.

Although the housing is substantially L-shaped, other shapes can be considered. The customer feedback device may even be in the form of a booth, thereby providing increased privacy for the user.

It is thus possible to provide a customer feedback device which enables direct and targeted feedback to be left by a customer. The device allows a formal and detailed record of the customer's comments to be quickly and easily taken and stored, without the customer having in the first instance to deal directly with a customer care representative. The customer need not enter written details, instead making use of the interactive media available for audio and visual data capture. Categorisation of feedback or comments is also simplified by the user being stepped through the procedure by the controller of the customer feedback device. Utilisation of audio and video capture devices enables a customer care representative to remotely assess a user's manner and demeanour, thereby effectively profiling the user so as to couch their response in appropriate terms, tone and/or body language.

The embodiments described above are provided by way of examples only, and various other modifications will be apparent to persons skilled in the art without departing from the scope of the invention as defined by the appended claims.

Claims (20)

  1. Claims 1. A customer feedback device comprising a support which supports a display, a key-based user interface for inputting keyed data to be displayed on the display, an audio input device for inputting audio data, video capture device for capturing and displaying moving-image data on the display, an optical data reader for optically reading a visual code data, at least one speaker for outputting audible usage instructions, a data storage device for storing the keyed data, audio data, moving-image data and the visual code data, and a transmitter for transmitting data stored by the data storage device to a remote server for processing.
  2. 2. A customer feedback device as claimed in claim 1, wherein the support is a portable standalone unit.
  3. 3. A customer feedback device as claimed in claim 1 or claim 2, wherein the support is a housing having a front surface, side surfaces and a rear surface, at least a display screen of the display, screen of the optical data reader, and lens of the video capture device being provided in the front surface.
  4. 4. A customer feedback device as claimed in claim 3, wherein an input of the audio input device is also provided in the front surface of the housing.
  5. 5. A customer feedback device as claimed claim 3 or claim 4, wherein the housing is substantially L-shaped, a foot portion of the housing having a storage compartment and an access cover in its upper surface.
  6. 6. A customer feedback device as claimed in any one of claims 3 to 5, wherein an upright portion of the housing includes opposing outriggers for stabilisation.
  7. 7. A customer feedback device as claimed in claim 6, wherein each outrigger extends at least partway along the longitudinal extent of the upright portion of the housing.
  8. 8. A customer feedback device as claimed in claim 7, wherein each outrigger extends the entire the longitudinal extent of the upright portion of the housing.
  9. 9. A customer feedback device as claimed in any one of the preceding claims, further comprising a graphic display portion on a front of the support and below the display.
  10. 10. A customer feedback device as claimed in claim 9, further comprising a second graphic display portion on a front of the support and interposed between the display and the optical data reader.
  11. 11. A customer feedback device as claimed in claim 10, further comprising a third graphic display portion on a front of the support and above the display.
  12. 12. A customer feedback device as claimed in any one of the preceding claims, wherein the key-based user interface is a graphical user interface provided via a touchscreen of the display.
  13. 13. A customer feedback device as claimed in any one of the preceding claims, wherein the video capture device includes a digital camera.
  14. 14. A customer feedback device as claimed in any one of the preceding claims, wherein the optical data reader is a barcode scanner.
  15. 15. A customer feedback device as claimed in any one of the preceding claims, wherein the transmitter is a wireless transmitter.
  16. 16. A customer feedback device substantially as hereinbefore described with reference to the accompanying drawings.
  17. 17. A method of providing customer feedback, the method comprising the steps of: a) providing an interactive customer feedback device as claimed in any one of claims 1 to 15 in or adjacent to a shop; b) a user providing at least keyed data, moving-image data and voice data in response to prompts by the device; and c) the inputted data being stored by the device and transmitted to a remote server for processing and follow up by a customer relations representative.
  18. 18. A method as claimed in claim 17, wherein, in step b), visual code data is inputted by the user via the optical data reader.
  19. 19. A method as claimed in claim 18, wherein the visual code data is a barcode of a product, receipt and/or store card.
  20. 20. A method as claimed in any one of claims 17 to 19, further comprising a step d) of offering a user market research and/or promotional material options via the customer feedback device, and displaying this material once selected.
GB0918645A 2009-10-26 2009-10-26 Customer feedback device with audio, video and optical code input Withdrawn GB2474699A (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
GB0918645A GB2474699A (en) 2009-10-26 2009-10-26 Customer feedback device with audio, video and optical code input

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
GB0918645A GB2474699A (en) 2009-10-26 2009-10-26 Customer feedback device with audio, video and optical code input

Publications (2)

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GB0918645D0 GB0918645D0 (en) 2009-12-09
GB2474699A true GB2474699A (en) 2011-04-27

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GB0918645A Withdrawn GB2474699A (en) 2009-10-26 2009-10-26 Customer feedback device with audio, video and optical code input

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Citations (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20020024590A1 (en) * 1999-10-16 2002-02-28 Pena Martin Rangel Method and system for computer-aided telecommunication and financial transactions
WO2003102840A1 (en) * 2002-05-30 2003-12-11 Cyberscan Technology, Inc. Trusted transactional internet kiosk
US20040204954A1 (en) * 2002-07-23 2004-10-14 Joe Lacko Virtual pharmacy kiosk system
US20070250879A1 (en) * 2006-04-05 2007-10-25 Ryckman Lawrence G Method and apparatus to conduct a contest utilizing a booth that provides a control card both to activate a contest recording and to define contest rules
US20080139889A1 (en) * 2006-10-18 2008-06-12 Bagan Kenneth J Security Enabled Medical Screening Device
US7469213B1 (en) * 2003-03-14 2008-12-23 Secure Medical, Inc. Prescription drug distribution system and methods
US20090012873A1 (en) * 2007-07-05 2009-01-08 Mike Hamling Systems for managing digital media distribution
US20090240115A1 (en) * 2008-03-21 2009-09-24 Computerized Screening, Inc. Community based managed health kiosk system for soliciting medical testing and health study participants

Patent Citations (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20020024590A1 (en) * 1999-10-16 2002-02-28 Pena Martin Rangel Method and system for computer-aided telecommunication and financial transactions
WO2003102840A1 (en) * 2002-05-30 2003-12-11 Cyberscan Technology, Inc. Trusted transactional internet kiosk
US20040204954A1 (en) * 2002-07-23 2004-10-14 Joe Lacko Virtual pharmacy kiosk system
US7469213B1 (en) * 2003-03-14 2008-12-23 Secure Medical, Inc. Prescription drug distribution system and methods
US20070250879A1 (en) * 2006-04-05 2007-10-25 Ryckman Lawrence G Method and apparatus to conduct a contest utilizing a booth that provides a control card both to activate a contest recording and to define contest rules
US20080139889A1 (en) * 2006-10-18 2008-06-12 Bagan Kenneth J Security Enabled Medical Screening Device
US20090012873A1 (en) * 2007-07-05 2009-01-08 Mike Hamling Systems for managing digital media distribution
US20090240115A1 (en) * 2008-03-21 2009-09-24 Computerized Screening, Inc. Community based managed health kiosk system for soliciting medical testing and health study participants

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