JP2004178213A - Customer monitoring system, customer monitoring method, and customer monitoring program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To perform a detailed analysis such as tracking of difference or transition of purchasing trends of customers for every elapsed time from purchase or every area, in a customer monitoring system, customer monitoring method and customer monitoring program for monitoring the using state of a commodity or service purchased by a customer by extracting, from the purchaser customers of the commodity/service, customers whose purchase dates correspond to a designated monitoring period to distribute questionnaires, and tabulating the responses every period or every area. <P>SOLUTION: This system comprises purchase data of customers who purchased the commodity or service; a means for retrieving the purchase data to extract the customers with the purchase dates included in the designated period; a means for sending a questionnaire or a questionnaire guide to the extracted customers; a means for receiving the response content of a response to the questionnaire or a response made by displaying the questionnaire on a terminal according to the questionnaire guide by each customer who received the questionnaire or questionnaire guide, and a means for tabulating the received response content. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a customer monitoring system, a customer monitoring method, and a customer monitoring program for monitoring the usage of goods or services purchased by a customer.
[0002]
[Prior art]
Conventionally, monitoring of products / services (services) involves distributing a questionnaire to randomly selected customers who purchased products or received services, obtained responses, aggregated and collected customer trends. And so on.
[0003]
Also, send the questionnaire data from the client's terminal to the respondent's terminal installed in the store, etc., receive the response data to the questionnaire data output from the respondent's terminal, aggregate the response data and request There is a technology that mainly transmits and bills fee data according to the amount of response data, sends payment amount data according to the number of questionnaire responses to the store, and conducts a questionnaire for the purchaser at the store (Patent Document 1) 1).
[0004]
[Patent Document 1]
See, for example, [0093] of JP-A-2002-197550.
[0005]
[Problems to be solved by the invention]
For this reason, in the former method, the monitor participant is not necessarily the same as the user, and it is not possible to actually obtain a monitor response from the viewpoint of the user of the product / service to be monitored, and the interest in the purchase of the product is not obtained. There was a problem that it was not always possible to obtain answers at high times. In addition, there was a problem that it was not possible to perform a detailed analysis such as a transition of interest depending on a period.
[0006]
In the latter method, the buyer answers the questionnaire at the store terminal, or returns home, operates the terminal, accesses the URL based on the URL printed on the receipt, answers the questionnaire, and receives points in return. And not only can't get questionnaire results from buyers who don't own a PC, but also can't always get answers during periods of high interest in purchasing products, as well as detailed analysis such as changes in interest over time. Is difficult to implement.
[0007]
In order to solve these problems, the present invention extracts customers who purchase goods / services within the period specified by the purchase date, distributes the questionnaire, and tallies the responses by period, region, etc. The purpose of the present invention is to perform a detailed analysis such as tracking differences and changes in purchase trends of customers for each elapsed period from purchase and for each region.
[0008]
[Means for Solving the Problems]
Means for solving the problem will be described with reference to FIG.
[0009]
In FIG. 1, a store system 2 sells goods / services to a customer to generate customer data, receives a response to a questionnaire from the customer, and the like.
[0010]
The headquarters system 3 extracts customers on a purchase date included in a designated period from purchase data, extracts customers to be surveyed, and tallies responses from customers to the surveys.
[0011]
Next, the operation will be described.
The store system 2 generates purchase data of the customer who purchased the goods or services and transfers it to the headquarters system 3. The headquarters system 3 searches the accumulated purchase data for a customer with a purchase date included in a specified period. The questionnaire or questionnaire guide is sent to the extracted customer, and the shop system 2 receives the questionnaire or the questionnaire guide. The system 3 counts the transferred answer contents.
[0012]
At this time, the headquarters system 3 searches the customer data and extracts customers included in one or more of the specified product name or product code and the purchase area in addition to the specified period. .
[0013]
In addition, the headquarters system 3 compiles one or more of the designated response period and the purchase area for each of the divided response periods or divided regions (or each terminal that sells a product or service). I am trying to do it.
[0014]
Therefore, among customers who purchase goods / services, customers whose purchase date falls within the specified monitoring period are extracted and questionnaires are distributed, and responses are tabulated for each period, for each region, etc. It is possible to perform a detailed analysis such as tracking a difference or a change in a customer's purchasing trend for each region.
[0015]
BEST MODE FOR CARRYING OUT THE INVENTION
Next, an embodiment and operation of the present invention will be sequentially described in detail with reference to FIGS.
[0016]
FIG. 1 shows a system configuration diagram of the present invention.
In FIG. 1, a customer 1 is a customer (user) who purchases a product / service, receives a questionnaire, answers a questionnaire, and the like.
[0017]
The shopping 11 is to insert the customer card 12 into the POS system 21 constituting the store system 2 and purchase goods / services.
[0018]
The guide 13 is a questionnaire guide (direct mail, e-mail, etc.) sent from the headquarters system 3 or the store system 2.
[0019]
The member authentication 14 is that the customer 1 inserts the customer card 15 into the insertion slot of the customer monitoring system 23 constituting the store system 2 and authenticates the customer.
[0020]
The questionnaire answer 16 means that the customer 1 answers the questionnaire (inputs an answer to the displayed question of the questionnaire).
[0021]
The card reception 18 means that the customer 1 receives the customer card 17 discharged from the customer monitoring system 23.
[0022]
The coupon receipt 20 is for the customer 1 to receive the coupon discharged from the customer monitoring system 23.
[0023]
The store system 2 is a store system that sells merchandise / services to customers, and here includes a POS system 21, a customer monitoring system 23, and the like.
[0024]
The POS system 21 sells goods / services to customers, creates purchase data 22 when the goods / services are sold, and transfers it to the headquarters system 3.
[0025]
The purchase data 22 is obtained by registering a product code, a purchase date, a region, an amount, a quantity, and the like in association with a customer ID of the customer when the product / service is sold to the customer (see FIG. 7).
[0026]
The customer monitoring system 23 accepts when a customer visits a store or the like and operates the customer monitoring system 23 (terminal) to input an answer to a question, transfers the answer to the headquarters system 3, or transmits a coupon as a thank-you for the answer. Is issued (described later with reference to FIGS. 2 to 6).
[0027]
The questionnaire target data 24 and 36 are data relating to the customers of the questionnaire who purchased the goods / services in the designated period, region or the like (see FIG. 10).
[0028]
The questionnaire target data 25 and 32 are data (questions and the like) to be subjected to the questionnaire (see FIG. 8).
[0029]
The question data 26 and 33 are data for asking a questionnaire (see FIG. 9).
[0030]
The answer data 27 and 37 are the customer's answer to the questionnaire question (see FIG. 11).
[0031]
The coupon ticket issuing means 28 is for issuing a coupon ticket 19 as a thanks to the customer who answered the questionnaire.
[0032]
The headquarters system 3 extracts customers on a purchase date included in a designated period from the purchase data 34 to extract customers for a questionnaire control, totals responses from the customers to the questionnaire, and the like (FIG. 2 to FIG. 13 to be described later).
[0033]
The questionnaire information registration means 31 registers questionnaire target data 32 and question data 33.
[0034]
The questionnaire target data 32 is registered with a product code, a period elapsed from product purchase, a questionnaire target extraction period, a region, and the like, which are to be subjected to the questionnaire in association with the questionnaire number (see FIG. 8).
[0035]
The question data 33 is data for asking a questionnaire (see FIG. 9).
The purchase data 34 is data in which data such as goods / services purchased by a customer and a purchase date are stored.
[0036]
The sales promotion target extracting means 35 extracts a corresponding customer from the purchase data 34 based on designated conditions (period, product code, region, etc.) (described later with reference to FIGS. 3 and 4).
[0037]
The questionnaire target person data 36 is data of a customer to be a questionnaire target (see FIG. 10).
[0038]
The answer data 37 is data that has answered the questionnaire question (see FIG. 11).
[0039]
The questionnaire totalizing means 38 totalizes the answer data 37 and generates a totaling result (described later with reference to FIGS. 12 and 13).
[0040]
The tabulation result 39 is a result of tabulating the response data 37 (see FIG. 13).
Next, collection of purchase data and extraction of a sales promotion target person in the configuration of FIG. 1 will be described in accordance with the order of the flowchart of FIG.
[0041]
FIG. 2 is a flowchart illustrating the operation of the present invention. Here, the user 1, the store system 2, and the headquarters system 3 correspond to the customer 1, the store system 2, and the headquarters system 3 in FIG.
[0042]
In FIG. 2, S1 is purchased by the user (customer) 1. This means that the customer 1 in FIG. 1 inserts the customer card 12 into the POS system 21 and purchases goods / services.
[0043]
In S2, the store system 2 collects purchase data. This means that the customer ID is read from the customer card 12 into which the POS system 21 constituting the store system 2 is inserted in S1, and the goods / services sold, and further, the terminal ID of the POS system 21 (or the regional information of the installed store) And purchase data is collected in association with the customer ID (see FIG. 7).
[0044]
At S3, the headquarters system 3 stores the purchase data. In this case, the headquarters system 3 stores the purchase data transferred from the POS system 21 in S2.
[0045]
In step S4, question data is input.
In step S5, the questionnaire target data is input. In these steps S4 and S5, the questionnaire information registration means 31 of FIG. 1 inputs question data (FIG. 9) and questionnaire target data (FIG. 8).
[0046]
In S6, it is determined whether today is the questionnaire target extraction period. This is based on the questionnaire target data 32 input in S5 for the purchase data 34 accumulated in S3, and it is determined whether today is the questionnaire target extraction period. In the case of YES, since it is determined that today is the questionnaire target extraction period, the purchase data 34 accumulated in S7 is searched, and the purchase date of the product / service is today. Questionnaire target data 36, see FIG. 10). On the other hand, if NO in S6, the process ends.
[0047]
As described above, when a customer purchases a product / service at a store, the purchase date, product code, terminal ID (or regional information), etc. of the product / service are collected and stored as purchase data 34 in association with the customer ID. When today is found to be within the questionnaire target extraction period, the purchase date is searched for today's purchase data 34 to extract the customer ID and the like and to generate questionnaire target data 36, thereby actually purchasing the product / service. It is possible to extract only the customers who are within the questionnaire target extraction period from among the customers who have been selected, and determine the customers as the questionnaire target. Hereinafter, a detailed description will be given with reference to FIGS.
[0048]
FIG. 3 is a flowchart for explaining the operation of the present invention (determination of the questionnaire target on a daily basis).
[0049]
In FIG. 3, S11 determines whether the product codes match. In this case, when a person to be surveyed is determined, a designated product code and accumulated purchase data are taken out one record at a time and compared to determine whether they match. In the case of YES, it is determined that the product code matches the designated product code, and the process proceeds to S12. In the case of NO, it is determined whether or not the processing is ended in S15, the processing is ended in the case of YES, and the processing in S11 and subsequent steps is repeated for the next record in the case of NO.
[0050]
In S12, it is determined whether the purchase date is today-elapsed period. That is, when determining as a questionnaire target person, the accumulated purchase data is taken out one record at a time during a period obtained by subtracting a designated elapsed period from today, and compared to determine whether the purchase date is within the period. In the case of YES, it is determined that the purchase date is within the today-elapsed period, so the process proceeds to S13. In the case of NO, it is determined in S15 whether or not the processing ends, and in the case of YES, the processing is ended, and in the case of NO, S11 and the subsequent steps are repeated for the next record.
[0051]
In S13, it is determined whether the purchase area is a questionnaire target area. This means that when determining as a questionnaire target person, the purchase area of the goods / services (for example, the area of the store where the POS system 21 where the goods / services are sold) is compared with the accumulated purchase data one record at a time. It is determined whether the purchase area is within the questionnaire target area. In the case of YES, it is determined that the purchase area is within the questionnaire target area, so it is determined as a questionnaire target person in S14, it is determined whether it is the end in S15, the processing ends in YES, and in the case of NO, the next record is executed in S11. Repeat thereafter. On the other hand, in the case of NO in S13, it is determined whether or not the process is ended in S15, the process is ended in the case of YES, and the process in S11 and subsequent steps is repeated for the next record in the case of NO.
[0052]
As described above, regarding the conditions to be extracted as a questionnaire target, a product code, an elapsed period, and a purchase area (a questionnaire area) are designated on a daily basis, and a customer meeting the conditions is extracted from the accumulated purchase data and a questionnaire is obtained. Decide as the target person. As a result, of the customers who have actually purchased the goods / services, only those customers who match the questionnaire conditions (product code, elapsed time since the purchase date, purchase area) specified on a daily basis are automatically extracted as questionnaire subjects. (Selection).
[0053]
FIG. 4 is a flowchart for explaining the operation of the present invention (collective determination of questionnaire subjects).
[0054]
In FIG. 4, S21 determines whether it is the last day of the questionnaire target extraction period. This is to determine whether today is the last day of the questionnaire subject extraction period. In the case of YES, since it is determined that today is the last day of the questionnaire target extraction period, the processes of S22 to S26 are performed in order to determine the target of the questionnaire collectively. On the other hand, in the case of NO, it is determined that today is not the last day of the questionnaire, and the process ends.
[0055]
A step S22 decides whether or not the product codes match. In this case, when a person to be surveyed is determined, a designated product code and accumulated purchase data are taken out one record at a time and compared to determine whether they match. In the case of YES, it is determined that the product code matches the designated product code, and the process proceeds to S23. In the case of NO, it is determined in S26 whether or not the processing ends, and in the case of YES, the processing is ended, and in the case of NO, S22 and subsequent steps are repeated for the next record.
[0056]
In S23, it is determined whether the purchase date is the questionnaire target extraction period-the elapsed period. This is because when determining as a questionnaire subject, during a period obtained by subtracting a specified elapsed period from a questionnaire subject extraction period, the accumulated purchase data is extracted and compared one record at a time, and the purchase date falls within the period. Is determined. In the case of YES, it is determined that the purchase date is within the questionnaire target extraction period-the elapsed period, and the process proceeds to S24. In the case of NO, it is determined whether or not the processing is ended in S26, the processing is ended in the case of YES, and the processing in S22 and thereafter is repeated for the next record in the case of NO.
[0057]
In S24, it is determined whether the purchase area is a questionnaire target area. This means that when determining as a questionnaire target person, the purchase area of the goods / services (for example, the area of the store where the POS system 21 where the goods / services are sold) is compared with the accumulated purchase data one record at a time. It is determined whether the purchase area is within the questionnaire target area. In the case of YES, it is determined that the purchase area is within the questionnaire target area, so it is determined as a questionnaire target in S25, it is determined whether it ends in S26, the processing ends in YES, and in the case of NO, the next record is determined in S22. Repeat thereafter. On the other hand, in the case of NO in S24, it is determined whether or not the processing is ended in S26, the processing is ended in the case of YES, and the processing in S22 and subsequent steps is repeated for the next record in the case of NO.
[0058]
As described above, the product code, elapsed period, questionnaire extraction period, and purchase area (questionable area) are specified collectively for the conditions to be extracted as a questionnaire at the end of the questionnaire extraction period. Then, a customer meeting the condition is extracted from the accumulated purchase data and determined as a questionnaire subject. As a result, of the customers who have actually purchased the goods / services, only those customers who match the questionnaire conditions (product code, elapsed time since purchase date, questionnaire extraction period, purchase area) specified collectively are automatically selected. It is possible to extract (select) all at once as a questionnaire target.
[0059]
5 and 6 show a flowchart (questionnaire) for explaining the operation of the present invention. Here, the user (customer) 1, the store system 2, and the headquarters system 3 correspond to the customer 1, the store system 2, and the headquarters system 2, respectively, in FIG.
[0060]
In FIG. 5, S31 sends a questionnaire guide from the target person list. In this case, a questionnaire guide is sent (for example, by mail or e-mail) to the customer based on the list of questionnaire subjects determined in FIG. 3 or FIG. 4 described above.
[0061]
In S32, the user 1 receives the questionnaire guidance.
In S33, the user 1 who has seen the questionnaire guidance received in S32 goes to the store.
[0062]
In step S34, the user 1 inserts the customer card into the terminal of the customer monitoring system 23 of FIG. 1 installed in the store.
[0063]
A step S35 decides whether or not the person is a questionnaire target. That is, it is determined whether the customer monitoring system 23 included in the store system 2 that has received the insertion of the customer code in S34 is a survey target person (a customer who has sent a survey). In the case of YES, the process proceeds to S36. In the case of NO, a message indicating that the user is not a questionnaire target is displayed, and the process ends.
[0064]
In S36, it is determined whether today is within the questionnaire response time limit. In the case of YES, the process proceeds to S36 '. If NO, the process ends.
[0065]
In S36 ′, since the questionnaire target person and today are within the questionnaire response deadline in YES in S35 and YES in S36, the questionnaire explanation is displayed. For example, a description such as "Do you want to answer a questionnaire about the food you purchased and ate?"
[0066]
A step S37 decides whether or not the consent is obtained. That is, it is determined whether or not the customer has pressed the consent button for the description displayed in S36. In the case of YES, the process proceeds to S38. If NO, the process ends.
[0067]
In step S38, a question is displayed based on the questionnaire number. For example, as shown in a screen display example of FIG. 9B to be described later, for example, a question sentence “Is XXXX good?” Is displayed.
[0068]
In S39, the customer who has viewed the question sentence in S38 inputs an answer. Then, the process proceeds to S40 of FIG.
[0069]
In FIG. 6, S40 saves the answer. In this, the customer monitoring system 23 stores the customer's answer.
[0070]
S41 determines a question number corresponding to the answer result. This determines the next question number corresponding to the answer result of the customer, for example, determines the next question corresponding to the answer result answered by the customer with reference to the question data of FIG.
[0071]
A step S42 decides whether or not the question is over. In S41, it is determined whether there is no next question and the process ends. In the case of YES, the process proceeds to S43. In the case of NO, the process returns to S38 for the next question number determined in S41, displays the question sentence of the question number, and repeats S39 and subsequent steps.
[0072]
A step S43 updates the questionnaire response status to “answered”. This is to update and record the questionnaire response status for each customer who has responded to the questionnaire.
[0073]
A step S44 decides whether or not the questionnaire is over. This determines whether all questionnaires are finished. In the case of YES, the process proceeds to S45. If NO, the next questionnaire explanation is displayed in S36 ', and S37 and subsequent steps are repeated.
[0074]
A step S45 displays thanks. This displays a thank you for the customer answering the questionnaire.
[0075]
In step S46, a coupon is issued. This issues a coupon (such as a coupon for exchange with a product) as a merit for responding to the questionnaire question in response to displaying the thanks in S45.
[0076]
In step S47, the customer card is ejected and returned.
In S48, the customer receives the coupon and the customer card.
[0077]
As described above, a questionnaire guide is sent to a customer who has actually purchased the goods / services and meets the conditions (the conditions in FIGS. 3 and 4 described above), and the customer monitors the customer monitoring system 23 configuring the store system 2. When the customer ID is read from the customer card and the customer ID is found to be the subject of the questionnaire, and when today is within the questionnaire response deadline, the questionnaire explanation is displayed and consent is obtained. By displaying the questionnaire of the questionnaire, displaying the next questionnaire based on the result of the questionnaire and repeatedly inputting the answer, it is possible to automatically collect the answer result for a series of questionnaire questionnaire At the same time, it is possible to prompt the customer to provide a coupon and answer the questionnaire.
[0078]
FIG. 7 shows an example of purchase data of the present invention. The purchase data is the product / service that the customer has actually purchased at the store registered in association with the following information shown in the figure.
[0079]
・ Customer ID:
·Product code:
・ Purchase date:
·quantity:
·Amount of money:
・ Area (or POS system ID):
・ Others:
Here, the customer ID is the ID of the customer who actually purchased the product / service. The product code is the product code (or service code) of the product / service actually purchased by the customer. The purchase date is the date when the product was purchased. The quantity, the amount, and the area are the quantity, unit price, total amount, and area (or terminal ID of the POS system 21) at which the product was purchased.
[0080]
As described above, by registering and accumulating the merchandise purchased by the customer in association with the customer ID, the purchase date, the region, and the like, as described with reference to the flowcharts of FIGS. Out of the customers who purchased the products in the survey, the surveyed customers corresponding to the questionnaire conditions (product code, purchase period, region) were extracted, the survey guidance was sent, and they were actually purchased and used in the questionnaire of the survey It is possible to collect customer response results.
[0081]
FIG. 8 shows an example of questionnaire target data.
FIG. 8A shows questionnaire target data. The questionnaire target data is data in which a condition to be a questionnaire is set. Here, the following data shown in the figure is registered.
[0082]
・ Questionnaire number:
·Product code:
・ Elapsed time since product purchase:
・ Questionnaire target extraction period:
・ Questionnaire response deadline:
·area:
・ Questionnaire explanation:
-Response status:
・ Others:
Here, the questionnaire number is a unique number given to the questionnaire. The product code is a product code to be subjected to the questionnaire, and the customer who purchased the product of the product code is a target of the questionnaire. The elapsed period from the purchase of the product is a period after the customer purchases the product from the store (for example, a period of 5 to 10 days from the purchase date). The questionnaire target extraction period is a period for extracting the questionnaire target (for example, a period from November 01, 2002 to November 30, 2002). The questionnaire response deadline is a questionnaire response deadline date (for example, December 25, 2002). The region is the region to be surveyed (the region where the customer purchased the product). The questionnaire explanation is an explanation when a questionnaire is conducted. The response status is for registering the customer who has answered the questionnaire, for example, to indicate that the customer has answered the questionnaire, thereby preventing duplicate answers.
[0083]
FIG. 8B shows an explanatory diagram of the period.
As shown in the figure, the elapsed period from the purchase of the product is, for example, a period of 5 to 10 days from the purchase date when the customer actually purchased the product from the store.
[0084]
The questionnaire target extraction period is a period during which a questionnaire is conducted, and is, for example, a period from November 01, 2002 to November 30, 2002 as described above.
[0085]
FIG. 9 shows an example of question data of the present invention.
FIG. 9A shows an example of question data. The question data is data registered in advance in association with the following data shown in the figure.
[0086]
・ Questionnaire number:
・ Question number:
-Whether there is a derivation source question:
・ Derivation source question number:
・ Occurrence condition answer:
・ Question:
・ Others:
Here, the questionnaire number is a unique serial number given to the questionnaire. The question number is a question number assigned to each questionnaire. The presence / absence of a derivation source question is to set the presence / absence of a question (derivation source question) in which a question sentence has a plurality of answer buttons and the next question differs depending on the answer button. The derivation source question number is the number of the derivation source question. The occurrence condition answer is the number of the answer button of the derivation source question, and indicates that the question of the entry is displayed next when the number of the answer button is selected. The question text is a question text for the question number.
[0087]
FIG. 9B shows a screen display example. The upper screen display shows the question number 1 of the question number 1 of the question data of the entry of {circle around (1)} in FIG. 9 (a). Do you ever eat? "And two corresponding answer buttons" Yes "(answer 1) and" No "(answer 2) are displayed. Here, if the customer selects "Yes" (answer 1), since the answer is 1 and the question number 001 of the question text being displayed, the derivation source question number 001 of the entry (2) in FIG. 9, and the question sentence “Is XXXX good?” Is displayed as shown in the lower part of FIG. 9B. Similarly, when one of the answer buttons “yes” (answer 1) or “no” (answer 2) is selected and answered on the lower screen of FIG. 9B, the corresponding question is displayed.
[0088]
FIG. 10 shows an example of questionnaire subject data of the present invention. The questionnaire target data is data extracted from the purchase data of FIG. 7 based on the questionnaire target data of FIG. 8A described above, and is set in association with the following data shown in the drawing. is there.
[0089]
・ Customer ID:
・ Questionnaire number:
-Response status:
・ Others:
Here, the customer ID and questionnaire number are the customer ID and questionnaire number extracted from the purchase data based on the questionnaire target data among the customer IDs of the customers who actually purchased the products. The response status is set to “answered” when the customer answers the questionnaire to prevent duplicate answers.
[0090]
FIG. 11 shows an example of answer data according to the present invention. The answer data is a result of answering the question sentence (question number) of the questionnaire, and the like, and is registered and collected in association with the following information shown in the figure.
[0091]
・ Questionnaire number:
・ Question number:
・ Customer ID:
·Date Time:
・ Store number:
・ Terminal number:
・ Others:
Here, the questionnaire number, question number, and customer ID are the questionnaire number, question number, and customer ID when the customer answers the questionnaire of the questionnaire. The date and time is the date and time when the answer was given. The store number and the terminal number are the store number where the customer monitoring system 23 used when responding is installed, and the terminal number of the customer monitoring system 23.
[0092]
FIG. 12 shows an operation explanation flowchart (totaling) of the present invention.
In FIG. 12, S51 calculates a questionnaire response rate. This calculates the response rate of the response result to the questionnaire to the headquarters system 3 sending the questionnaire guidance to the customer.
[0093]
In step S52, a distribution of tastes of the person who actually purchased the service / product within the designated period is created.
[0094]
S53 displays. In S52 and S53, the questionnaire target extraction periods 1 to 2 shown in (a-1) of FIG. 13 to be described later are used for the customers of the customer IDs having the answer data example of FIG. The distribution of the preference of the totaling result of each period is displayed in a pie chart or the like, such as a week and a questionnaire target extraction period of (a-2) 3 to 4 weeks (here, "interesting" for 1 to 2 weeks). Can be recognized as a decrease in taste in 3 to 4 weeks and an increase in "dullness".)
[0095]
In step S54, the evaluations are totaled for each area / terminal and displayed. In this case, for example, the distribution of the status of the aggregation result in each area is displayed as a pie chart, such as area A in (b-1) and area B in (b-2) in FIG. , It can be recognized that there is a large deviation depending on the region where there are many “very good” in the region A and there are many “bad” in the region B).
[0096]
As described above, based on the answer results obtained from the customers who correspond to the questionnaire data among the customers who actually purchased, a preference distribution for each designated period is further created and displayed. Can be created and displayed.
[0097]
FIG. 13 shows an example of the results of the questionnaire evaluation of the present invention.
(A) of FIG. 13 shows an example of a tally result for each elapsed period from the purchase date.
[0098]
FIG. 13 (a-1) shows the results of customer responses on purchase dates for the questionnaire target extraction period of 1 to 2 weeks, displayed in a pie chart.
[0099]
(A-2) of FIG. 13 shows the results of customer responses on purchase dates for the questionnaire target extraction period of 3 to 4 weeks, which are displayed in a pie chart.
[0100]
By displaying the tally results of the elapsed periods from the two purchase dates in a pie chart, as described above, “funny” decreases in one to two weeks and decreases in three to four weeks. It is possible to recognize the state of change in the preference that “boring” increases.
[0101]
FIG. 13B shows an example of the aggregation result for each region.
(B-1) of FIG. 13 shows the result of the answer in the region A totaled and displayed in a pie chart.
[0102]
(B-2) of FIG. 13 shows the result of the response in the area B totaled and displayed in a pie chart.
[0103]
By displaying the totaled results for the two regions A and B in a pie chart, as described above, there are many "very good" in region A and many "bad" in region B, as described above. It can be recognized that there is a large deviation depending on the region.
[0104]
【The invention's effect】
As described above, according to the present invention, among customers who purchase goods / services, customers whose purchase dates fall within a specified monitoring period are extracted and questionnaires are distributed, and responses are provided for each period, for each region, etc. Since a tallying configuration is adopted, it is possible to perform a detailed analysis such as tracking differences or changes in customer purchasing trends for each elapsed period from purchase and for each region.
[Brief description of the drawings]
FIG. 1 is a system configuration diagram of the present invention.
FIG. 2 is a flowchart illustrating the operation of the present invention.
FIG. 3 is an operation explanatory flowchart of the present invention (determination of a questionnaire target on a daily basis).
FIG. 4 is a flowchart for explaining the operation of the present invention (collective determination of questionnaire subjects).
FIG. 5 is an operation explanatory flowchart (questionnaire, part 1) of the present invention.
FIG. 6 is an operation explanatory flowchart (questionnaire, part 2) of the present invention.
FIG. 7 is an example of purchase data of the present invention.
FIG. 8 is an example of questionnaire target data of the present invention.
FIG. 9 is an example of question data of the present invention.
FIG. 10 is an example of questionnaire subject data of the present invention.
FIG. 11 is an example of answer data according to the present invention.
FIG. 12 is a flowchart (totaling) illustrating the operation of the present invention.
FIG. 13 is an example of the result of the questionnaire evaluation of the present invention.
[Explanation of symbols]
1: Customer
2: Store system
21: POS system
22, 34: Purchasing data
23: Customer monitoring system
24, 36: Questionnaire target data
25, 32: Survey target data
26, 33: Question data
27, 37: Response data
28: Coupon issuing means
3: Headquarters system
31: Questionnaire information registration means
35: Sales promotion target extraction means
38: Questionnaire counting means
39: Tabulation result

Claims (5)

In a monitoring system that monitors the usage of goods or services purchased by customers,
Purchasing data of customers who purchased goods or services,
Means for searching and extracting the purchase data of the customer whose purchase date is included in the specified period,
Means for sending a questionnaire or questionnaire guide to the extracted customers;
Means for receiving a response to the questionnaire or the customer who received the questionnaire guidance by displaying the questionnaire on the terminal in response to the questionnaire or in response to the questionnaire guidance,
Means for counting the contents of the received responses. The customer data included in one or more of a specified product name or product code and a purchase area in addition to the specified period is searched for and extracted from the purchase data. Customer monitoring system. Regarding the received response content, one or more of the designated period and the purchase area are divided into the period or the purchase area by a plurality of divided periods or divided areas (or each terminal that sells a product or service). 2. The customer monitoring system according to claim 1, wherein the total is calculated. In a monitoring method that monitors the usage of goods or services purchased by customers,
Accumulating purchasing data of customers who have purchased goods or services;
Searching for the purchase data and extracting a customer of a purchase date included in a specified period,
Sending a questionnaire or a questionnaire guide to the extracted customers;
A step in which the customer who receives the questionnaire or the questionnaire guide receives the answer to the questionnaire or responds by displaying the questionnaire on the terminal in response to the questionnaire guide;
Counting the received response contents. In a monitoring program that monitors the use of goods or services purchased by customers,
On the computer,
Accumulating purchasing data of customers who have purchased goods or services;
Searching for the purchase data and extracting a customer of a purchase date included in a specified period,
Sending a questionnaire or a questionnaire guide to the extracted customers;
A step in which the customer who receives the questionnaire or the questionnaire guide receives the answer to the questionnaire or responds by displaying the questionnaire on the terminal in response to the questionnaire guide;
A customer monitoring program functioning as a step of counting the received answers.

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