JP2003030378A - Customer opinion gathering system and its program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To obtain customer's opinions regarding service for each service item. SOLUTION: Customer companies 10 and 20 are in environment wherein they are able to access sites on the Internet. The customer company 10 can receive mail, and the customer company 20 can not receive mail but can receive facsimile. A customer opinion gathering system 70 mails the URL of a questionnaire disclosure site when the customer company 10 receives repair service from a repair engineer and notifies the URL of the questionnaire disclosure site by facsimile when the customer company 20 receives repair service from a repair engineer. Then the customer companies 10 and 20 access the questionnaire disclosure site on the Internet, open a questionnaire form to write opinions regarding the service that they received this time, and send them to the customer opinion gathering system 70.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer opinion collecting system for collecting opinions of customers who have received a service from a service provider, and a program for causing a computer to function as this system.

[0002]

2. Description of the Related Art Generally, when a customer purchases a product, the customer contacts a call center that accepts the repair of the product and informs the failure status of the product before requesting the repair. Then, the operator of the call center who receives the repair request informs the customer of the name and the date and time of the visit of the repair technician who is in charge of this repair case. At that time, the repair technician visits the customer, confirms the failure status, performs repairs on the spot if it can be repaired only with the parts and tools on hand, and if the repair is not possible, the necessary parts are repaired. After retrieving the items, etc., they will visit the customer again at a later date to perform repairs. In some cases, the product may be brought to a repair shop for repair.

By the way, from a manufacturing company or a sales company, the quality of after-sales service after a product is sold may influence the future sales of the company's products. There is a desire to investigate what is being done. For this reason, questionnaire surveys may be conducted on a regular basis. For example, once a year, “very dissatisfied”, “dissatisfied”, “normal”, and “satisfied” with the after-sales service of our products.
Asking the customer to evaluate it in five levels of "very satisfied"
Based on the results of the questionnaire, we decide whether the after-sales service is good or bad and use it to improve the service.

[0004]

However, when conducting a questionnaire survey once a year as described above, from the customer's point of view, it is already several weeks after receiving the after-sales service at the time of the questionnaire survey. I had a problem that I couldn't make a proper evaluation because my memory was not clear after several months. Also, when repairs are requested multiple times in one year, the service quality may vary for each requested project or each repair engineer, but they must be evaluated comprehensively. For,
After all, there was a problem that an appropriate evaluation could not be made.

An object of the present invention is to solve the above problems, and it is an object of the present invention to provide a customer opinion collecting system capable of acquiring customer opinions concerning services for each service case. Another object is to provide a program that causes a computer to function as the customer opinion collecting system.

[0006]

[Means for Solving the Problems and Effects of the Invention] In order to solve the above problems, the present invention is a customer opinion collecting system for collecting opinions of customers who have received a service from a service provider. When a customer who receives a service from a provider is in an environment where he / she can access a site on the network, he / she is disclosing an opinion statement in which an opinion regarding the service received this time can be written. And an opinion statement receiving means for receiving an opinion statement concerning the service received this time from the customer through the opinion statement disclosure site guided by the guiding means.

In this customer opinion gathering system, when a customer who has received a service from a service provider is in an environment where he / she can access a site on the network, he / she guides the opinion statement disclosure site to the customer. Then, the customer accesses the opinion disclosure site on the network, opens the opinion, writes an opinion about the service received this time, and sends it to the customer opinion collection system. Then, the opinion statement receiving means of this system receives the statement of opinion. Therefore, according to the customer opinion collecting system of the present invention, the customer's opinion regarding the service can be acquired for each service item, and the service provided can be appropriately evaluated.

The customer opinion collecting system may be housed in one housing or may be composed of a plurality of devices. Further, whether or not the customer is in an environment where the site on the network can be accessed may be determined by any means or method. For example, such an environment may be determined by the customer who receives the service. You may be given information as to whether or not it is below, or you may ask each customer in advance whether or not they are in such an environment to make it a database and receive the service this time. The customer may be searched from the database and the judgment may be made based on the search result. What is a service?
Any kind of labor or benefit can be provided to the customer, but for example, repair, home delivery, advertisement, diagnosis, treatment, guidance, survey, customer service, barber, beauty, asset management, procedure agency, interpreter, etc. Can be mentioned.

In the customer opinion collecting system of the present invention,
When the customer who receives the service from a certain service provider is in an environment where the site on the network can be accessed, the guide means sends the opinion statement disclosure site by mail if the customer can receive the mail via the network. It is also possible to guide the customer to the customer, and if the customer cannot receive the mail via the network, the opinion disclosure site can be guided to the customer by another means other than the mail. In this way, the customer who can receive emails via the network is guided to the opinion disclosure site by email, so that the customer can access the opinion disclosure site immediately after receiving the email on the computer. it can. Further, in order to guide the opinion statement disclosure site to a customer who cannot receive such an email by other means, the customer can access the opinion statement disclosure site guided by the other means by using a computer. You can

The network for accessing the site and the network for receiving the mail do not have to be the same. For example, both may be the Internet, but the former may be the Internet and the latter may be another network (for example, a network constructed between the customer opinion collecting system and the customer computer).

In this way, when the customer cannot receive the mail through the network and guides the opinion statement disclosure site to the customer by another means other than mail, a facsimile is adopted as another means other than the mail. Good. In this way, since the opinion disclosure site is sent by facsimile to the customer who cannot receive the mail via the network, the customer can access the opinion disclosure site notified by the facsimile using a computer. . Further, the customer opinion collecting system may be provided with an automatic facsimile transmission means, and by doing so, the opinion statement disclosure site can be automatically facsimile transmitted to such a customer.

In the customer opinion collecting system of the present invention,
The service provider may be a repair technician who repairs equipment failures. By doing so, it is possible to improve the quality of the repair engineer.

In the customer opinion collecting system of the present invention,
The statement of opinion receiving means may be configured to continuously receive the statement of opinion without dividing the period. By doing this, it is possible to analyze opinions chronologically later.

In the customer opinion collecting system of the present invention,
The statement of opinion may be associated with the service provider who provided the service to the customer. In this way, each service provider can absorb the customer's opinion,
Opinions can be analyzed later for each service provider.

In this way, when the written opinion is associated with the service provider who provided the service to the customer, the customer satisfaction for each service provider is based on the written opinion received by the written opinion receiving means. Alternatively, the service provider may be provided with a satisfaction degree calculating means for calculating the customer satisfaction degree for each base to which the service provider belongs. In this way, it is possible to commend service providers or bases with high customer satisfaction, or to encourage service providers or bases with low customer satisfaction. In addition, the customer satisfaction of each service provider can be tracked in time series (for example, on a weekly and monthly basis), and service improvement activities can be performed more appropriately.

The program for causing a computer to function as at least one of the above-mentioned means constituting the customer opinion collecting system of the present invention is usually a CPU of the computer.
It is recorded on a recording medium such as a CD-ROM or an HDD that can be read by, and is read and executed by the CPU from there. Therefore, such a program is used to exert the action and effect of the customer opinion collection system described above, and is highly useful.

[0017]

BEST MODE FOR CARRYING OUT THE INVENTION Next, an embodiment of the present invention will be described. FIG. 1 is a schematic explanatory diagram of a business model including a customer opinion collecting system of the present invention. This business model includes a customer company 10, a customer company 20, and a sales company 50.

The customer company 10 has a user computer 12 in which a Web browser and a mailer are installed,
The printer 14 sold by the sales company 50 and the telephone 16 connected to the call center 60 are installed. The user computer 12 is connected to the Internet via an Internet provider (not shown), and based on a predetermined URL (uniform resource locator) input from a keyboard or the like by a Web browser activated in the user computer 12. The data communication is performed with a predetermined server, or the mailer activated by the user computer 12 sends and receives mail via the mail server. The user of this user computer 12 has acquired an email address. The printer 14 is connected to the user computer 12 and executes printing in response to a command from the user computer 12.

The customer company 20 has a user computer 22 with a Web browser installed and no mailer installed, a printer 24 sold by the sales company 50, and a telephone 26 connected to the call center 60.
A facsimile device 28 is installed. The user computer 22 is connected to the Internet via an Internet provider (not shown), and a Web browser activated in the user computer 22 performs data communication with a predetermined server based on a predetermined URL input from a keyboard or the like. To do. The printer 24 is connected to the user computer 22 and
Printing is executed according to the command from 2. Facsimile device 28 is connected to a telephone line and transmits data to or receives data from a partner station.

The sales company 50 is provided with a call center 60 and a customer opinion collection system 70. The call center 60 is a center that receives a repair request from a customer by telephone, and has a plurality of telephones 62 (not shown). The customer opinion collection system 70 includes a web server 72 that has a website on the Internet, a system management computer 74 that manages the customer opinion collection system, and a database computer 76 that records various databases. ing. The Web server 72, the system management computer 74, and the database computer 76 are communicatively connected to each other via a cable 78. The Web server 72 has established a questionnaire disclosure site (opinion statement disclosure site) that provides a questionnaire form regarding its own repair service. The system management computer 74 can send and receive mails via the Internet, and can also send and receive facsimiles by a built-in fax modem. In the database computer 76, for each customer, corporate name (personal name), department name, person in charge, address, telephone number, fax number, mail address, presence of Web browsing environment, product name / product number / serial number of purchased product A customer database in which the date of purchase is made into a database, a repair technician database in which the repair projects in charge and customer satisfaction are made into a database for each repair technician, etc. are recorded.

Next, a work flow when a failure occurs in the printer 14 or the printer 24 in the customer company 10 or 20 will be described. Although the customer company 10 will be described here, the same applies to the customer company 20.
First, when a failure occurs in the printer 14 at the customer company 10, the person in charge of managing the printer 14 uses the telephone 1
6 to call the telephone 62 of the call center 60,
The failure status of the printer 14 will be described. Then, the operator of the call center 60 informs the name of the repair engineer in charge of this repair and the date and time of the visit to the customer company 10. After that, at the date and time of the visit, the repair technician
0, and the printer 14 is repaired on the spot. After the repair is completed, the person in charge of managing the printer 14 is provided with a repair completion report including the corporate name, department name, name, address, telephone number, fax number, e-mail address, presence or absence of Web browsing environment, repair date and time, repair engineer name, etc. Ask them to fill it out. In this repair completion report, the date and time of repair and the name of the repair engineer may be entered in advance at the sales company 50, or at the sales company 50 if the customer company 10 is registered in the customer database. All but the name of the person in charge of management may be entered.
The repair engineer in charge of this repair sends the repair completion report, which is filled in by the person in charge of managing the printer 14, to the customer opinion collection system 70 of the sales company 50.

The repair completion report is sent to the customer opinion collection system 7
When sent to 0, the operator of the customer opinion collection system 70 activates the questionnaire disclosure site introduction program in the system management computer 74. The flowchart of this program is shown in FIG. The system management computer 74 first displays a repair case data input screen (see FIG. 3) for identifying the current repair case on the display (step S100). On this data input screen, there are columns for entering the contents of the repair completion report, specifically, corporate name (individual name), department name, customer contact name, address, telephone number, fax number, email address, We
b. Since there are columns for entering the presence or absence of a browsing environment, the date and time the repair was performed, and the name of the repair technician, the operator enters data into this data entry screen while looking at the contents of the repair completion report. To do. On the right side of the Web browsing environment field, there is an inverted triangular button for opening a pull-down menu, and by clicking this button, "Yes" or "No" can be selected. In addition, when the operator inputs the corporate name and department name, the customer database of the database computer 76 is searched from the corporate name and department name, and if the corporate name and department name are already recorded in the customer database, they are searched. It is also possible to read data such as an address and a telephone number from and to automatically input them in the data input screen.

Then, it is judged whether or not the data input is completed by whether or not "Next" provided on the data input screen is clicked (step S110). When the data input is not completed, the process waits as it is, When the data entry is completed, the entered data is recorded in the customer database of the database computer 76 (step S).
120). Subsequently, it is determined whether or not the customer who received the repair this time is in the Web browsing environment (step S130).
This determination is made based on "present" or "absent" of the Web browsing environment among the data input on the data input screen. Then, when it is not under the Web browsing environment, this program is terminated as it is, and when it is under the Web browsing environment, it is determined whether or not the Internet mail can be received (step S140). This determination is made based on whether or not the mail address is input from the data input on the data input screen.

When the customer who received the repair this time can receive the mail, the URL of the questionnaire disclosure site in which the opinion about the repair case can be written is sent to the mail address via the Internet (step S150). When the customer who received the repair this time cannot receive the mail, the URL of the questionnaire disclosure site is transmitted by means other than the mail (step S160). As means other than mail, the system management computer 74 can be used when the customer who received the repair this time can receive a facsimile.
The fax of the questionnaire disclosure site is automatically sent by facsimile using the fax modem, and when the facsimile cannot be received, the printer name (not shown) connected to the system management computer 74 is the corporation name, department name, customer contact name, and address. And the like, and print the URL of the survey disclosure site, and mail the printed sheet. The determination as to whether or not the facsimile can be received is made based on whether or not the fax number is input from the data input on the data input screen.

As for the customer company 10, since "Yes" is entered in the Web browsing environment field and a predetermined e-mail address is entered in the e-mail address field on the data input screen of FIG. 3, the questionnaire disclosure site The URL is sent by email. On the other hand, regarding the customer company 20,
In the data input screen of FIG. 3, "Yes" is entered in the Web browsing environment field, the e-mail address field is blank, and the fax number of the fax machine 28 is entered in the fax number field. Therefore, the URL of the survey disclosure site is facsimile. Sent.

Now, the person in charge of the customer company 10, 20 who has received the URL of the questionnaire disclosure site inputs this URL into the user computers 12, 22 and connects the user computers 12, 22 and the Web server 72 via the Internet. Connect and get the survey form. Here, an example of the questionnaire form is shown in FIG. This questionnaire form is for this repair case, that is, an individual case, and as information for identifying the customer, the company name (individual name), department name, customer contact name and telephone number input field, and the repair case are specified. As information for this, there is provided an input field for the date and time when the repair was performed and the name of the repair engineer in charge. Also, as an opinion column for this repair case,
There is a column for five-level evaluation for each item such as appearance and grooming of repair technicians, wording, kindness, explanation of repair contents and repair costs, technical ability of repair technicians, and overall satisfaction of the service. There is a section for writing your opinion in text. Then, the person in charge of the customer company 10 or 20 writes an opinion about the repair case of this time in this questionnaire form and replies. The reply destination at this time is specified in the system management computer 74.

The system management computer 74 repeatedly executes the received mail processing program at every predetermined timing, in other words, continuously executes the received mail processing program without dividing the period. FIG. 5 is a flowchart of the received mail processing program. When this program starts, it is first judged whether the questionnaire result in which the opinion about the repair case is written is received by mail (step S200), and when the mail is not received, this program is terminated and mail is sent. When it is received, it is read which of the five-level evaluations for the “total satisfaction of the response” of the questionnaire result is checked, and it is converted into a score (step S210). The points can be converted into, for example, 20 points for "very dissatisfied", 40 points for "dissatisfied", 60 points for "normal", 80 points for "satisfied", and 1 point for "very satisfied".
Set it to 00 points. Next, the date and time when the repair was performed and the name of the repair engineer in charge are read from the questionnaire result (step S220), and the database is stored in a form in which the points and the date and time when the repair was performed are associated with the repair engineer. The data is stored in the repair engineer database of the computer 76 (step S230), and this program ends.

As a result, a table as shown in FIG. 6 is created in the repair engineer database. That is, for each repair engineer, the date and time when the repair was performed and the customer satisfaction level (the above-mentioned score) for the repair project at that time are recorded in association with each other. Therefore, in the system management computer 74, by processing the repair engineer database, the customer satisfaction of each repair engineer can be analyzed and evaluated.

For example, a monthly average of customer satisfaction is calculated for each repair engineer, and as shown in FIG. 7, a graph in which the horizontal axis indicates time elapsed in months and the vertical axis indicates customer satisfaction is created. By doing so, it is possible to know how each repair technician was evaluated by the customer in chronological order. In FIG. 7, the legends A, B, and C represent the repair engineer names. Or 1
~ By calculating the average day of customer satisfaction for each repair engineer every several months, and creating a graph with the horizontal axis representing the day of the week and the vertical axis representing the customer satisfaction, as shown in FIG. You can know which day and how the technician was evaluated by the customer. Alternatively, one day is divided into a plurality of time zones (for example, 9:00 to 12:00, 13:00 to 15:00, 15:00 to 18:00), and each repair technician has a customer on a weekly basis or on a monthly basis for one to several months. By calculating the average of satisfaction time zones and creating a graph in which the horizontal axis represents the time zone and the vertical axis represents the customer satisfaction level as shown in FIG. You can know if the customer has evaluated it. The standard deviation of customer satisfaction may be displayed as a line segment in these graphs.

In the customer opinion gathering system 70 described in detail above, when the customer who receives the repair service from a certain repair engineer is in an environment where the site on the Internet can be accessed, if the mail can be received, the questionnaire disclosure site is sent by the mail. If the mail cannot be received and the facsimile can be received, the survey disclosure site is guided to the customer by facsimile. Then, the customer accesses the questionnaire disclosure site on the Internet, opens the questionnaire form, writes an opinion about the repair case he / she received this time, and sends it to the customer opinion collection system 70. Then, the system management computer 74 of this system 70 receives the questionnaire result. This reception is continuously accepted without dividing the period. Therefore, the customer's opinion regarding the repair service can be acquired in a timely manner for each repair case, and an appropriate evaluation can be made regarding the provided repair service.

Further, since the result of the questionnaire is associated with the repair engineer in charge of the repair project, each repair engineer can absorb the customer's opinion and improve the quality of the repair engineer. Later, each repair technician can analyze their opinions.

Further, it is possible to award the repair technicians having a high customer satisfaction level or to encourage the repair technicians having a low customer satisfaction level. In addition, the customer satisfaction of each repair technician can be tracked in time series, and the service improvement activity can be more appropriately performed.

The present invention is not limited to the above-described embodiment, but is within the technical scope of the present invention.
It goes without saying that it can be implemented in various modes. For example, in the above-described embodiment, the repair request is sent to the call center by telephone. However, the call request may be received not only by telephone but also by mail or mail via facsimile or the Internet. Also,
In the above embodiment, the customer opinion collection system 70 is composed of a plurality of computers, but it may be composed of a single computer.

Further, in the above-described embodiment, the five-level evaluation for the “responding total satisfaction” of the questionnaire result is converted into points, but other items are also converted into points and the total points are associated with the repair engineer. You may. In that case, the items may be weighted, and, for example, the “response overall satisfaction” may be weighted more than other items.

Further, in the above-mentioned embodiment, the questionnaire form is provided with the entry fields for "date and time of repair" and "name of repair engineer in charge".
When the service management database (see FIG. 10) in which the name of the repair technician, the customer information, and the repair date and time are associated with each other is created in 6 (see FIG. 10), “Date and time of repair” and “Repair in charge” are displayed in the questionnaire form. The field for "technician name" may be omitted, and the repair date and time and the name of the repair technician in charge may be found by searching this service management database from the customer information (for example, telephone number) entered in the questionnaire. Alternatively,
Prepare multiple URLs for the survey disclosure site, know which URL to guide for each repair case in advance, and when the questionnaire results are received, search the service management database based on the URL, repair date and charge You may find the name of the repair technician. In this way, the burden on the customer who answers the questionnaire is reduced.

Furthermore, in the repair engineer database, if the customer satisfaction level associated with each repair engineer is also associated with the customer satisfaction level and the model name and product name of the repaired product, each repair technology It is possible to grasp which model name and product name of the person has a high evaluation or a low evaluation when the product is repaired. As a result, regarding the distribution of the repair work thereafter, for example, for a product with a certain product name, a repair engineer who has received a high evaluation in the past can be distributed, and customer satisfaction can be improved.

Further, in the above embodiment, the customer satisfaction for each repair technician is obtained, but the customer satisfaction is calculated for each base to which the repair technician belongs (for example, a business office or a branch provided in each region). You may ask for degrees. For example, when five repair technicians are assigned to a certain base, the average value of the customer satisfaction of the five workers may be graphed as the customer satisfaction of the base. By doing so, it is possible to award a base having a high customer satisfaction level or to encourage a base having a low customer satisfaction level. Further, it is possible to track customer satisfaction at each base in chronological order, so that service improvement activities can be performed more appropriately.

[Brief description of drawings]

FIG. 1 is a schematic explanatory diagram of a business model including a customer opinion collection system.

FIG. 2 is a flowchart of a questionnaire disclosure site introduction program.

FIG. 3 is an explanatory diagram of a repair case data input screen.

FIG. 4 is an explanatory diagram of a questionnaire form.

FIG. 5 is a flowchart of a received mail processing program.

FIG. 6 is an explanatory view showing a repair engineer database in a table.

FIG. 7 is a graph in which the horizontal axis represents time elapsed in units of months and the vertical axis represents customer satisfaction for a repair engineer.

FIG. 8 is a graph showing the repair engineer with the horizontal axis representing the day of the week and the vertical axis representing the customer satisfaction.

FIG. 9 is a graph in which the horizontal axis represents the time zone and the vertical axis represents the customer satisfaction level for the repair engineer.

FIG. 10 is an explanatory diagram when searching a service management database from a telephone number.

[Explanation of symbols]

10 ... Customer company, 12 ... User computer, 14 ... Printer, 16 ... Telephone, 20 ... Customer company, 22 ... User computer, 24 ... Printer, 26 ... Telephone, 28 ...
Facsimile device, 50 ... Sales company, 60 ... Call center, 62 ... Telephone, 70 ... Customer opinion collection system, 72
... Web server, 74 ... System management computer, 7
6 ... Database computer, 78 ... Cable.

   ─────────────────────────────────────────────────── ─── Continued front page    (72) Inventor Hirokazu Yanagi             6-24-1, Nishi-Shinjuku, Shinjuku-ku, Tokyo Ep             Son Sales Co., Ltd.

Claims (8)

[Claims] 1. A customer opinion collecting system for collecting opinions of customers who have received a service from a service provider, in an environment where a customer who receives a service from a certain service provider can access a site on a network. When this is the case, I received this time through a guide means for guiding the customer to an opinion disclosure site that discloses an opinion statement in which an opinion regarding the service received this time can be written, and the opinion disclosure site guided by the guidance means. A customer opinion collection system comprising an opinion statement receiving means for receiving an opinion statement regarding a service from the customer. 2. The guidance means, when a customer who receives a service from a certain service provider is in an environment where a site on the network can be accessed, if the customer can receive a mail via the network, the opinion is provided. The customer according to claim 1, wherein the written statement disclosure site is guided to the customer by mail, and if the customer cannot receive the mail via the network, the opinion statement disclosed site is guided to the customer by another means other than the mail. Opinion collection system. 3. The customer opinion collecting system according to claim 2, wherein the other means other than the mail is a facsimile. 4. The customer opinion collecting system according to claim 1, wherein the service provider is a repair engineer who repairs a device failure. 5. The statement of opinion receiving means can continuously receive the statement of opinion without dividing a period.
The customer opinion collecting system according to any one of 4 above. 6. The statement of opinion is associated with a service provider who provided a service to the customer.
Customer opinion collection system described in any of. 7. The customer opinion collection system according to claim 6, wherein the customer satisfaction level for each service provider or each base to which the service provider belongs based on the opinion statement received by the opinion statement receiving unit. Customer opinion collection system equipped with a satisfaction degree calculation means for calculating the customer satisfaction degree. 8. A program for causing a computer to function as at least one of the units constituting the customer opinion collecting system according to claim 1.