JP2004503013A - Method and system for devising and improving products and services using electronic information gathering - Google Patents

Abstract

An automated method and system for collecting customer complaints, survey evaluations, ideas, and other comments about a product or service. Preferably, an integrated web page system is provided so that customers can enter comments about products or services. In response to a customer complaint input, the customer automatically and electronically provides more specific information about the complaint in order to obtain the level of detail needed to improve an existing product or service or devise a new product or service. You will be prompted to enter. Ideas are sent electronically from customers. Customers are automatically and electronically required to waive their rights to ideas. Upon input indicating that the right is waived, the customer is allowed to submit the idea electronically. Electronic compensation may be provided automatically in an automatic response to the idea. Preferably, the inventive method and system is implemented using a client computer communicating over the Internet with a server computer that provides a web page and / or other related software.

Description

[0001]
(Copyright reservation)
A portion of the disclosure of this patent document contains material which is subject to copyright protection. The copyright owner reserves all copyrights, albeit with no objection to any facsimile reproduction of this patent document or this patent's disclosure in patent or trademark patent files or records.
[0002]
(Technical field)
The present invention relates generally to the collection and use of customer comments, such as feedback and / or ideas, and more particularly to providing targeted questions based on prior responses until a level of detail that can be addressed is achieved. And a unique method and system for electronically and interactively collecting information about a product or service. The present invention also relates to a method and system for electronically acquiring ideas through electronic waivers and rewards. The comments and other information gathered can then be used for effective and rapid improvement of products and services.
[0003]
(Background of the Invention)
For example, conventional methods for collecting comments, such as complaints about products and services, such as from customers, provide a telephone number or email address to contact a company representative who can send comments or complaints. Was included. This allows the delegate to record comments or complaints for later use by the company.
However, such comment collection systems often require a significant number of employees to collect and classify data. Moreover, comments may be collected only during the working hours of such employees. In addition, the customer sending the comment is not instructed on the wording and level of detail used when writing the comment, so that the comment should be of a level of detail that can be used when designing and improving products and services. May not be provided. Further, it may take time to distribute customer-related information to address the problem that has arisen.
[0004]
At times, customers may be required to conduct surveys to identify problem areas and assist in prioritizing remedial actions. Because such surveys are usually mailed to customers and it is often difficult to persuade them to complete a long and complex survey, questions may be limited in detail to limit the duration of the survey. Many. Therefore, in such a method, the company 1) selects the people to be surveyed, 2) asks to complete the survey, 3) receives and records data from the survey, and 4) formats it into a usable form. Requires time and money to put together the data.
Prioritizing ways to improve a product or service, as opposed to traditional research, requires detailed research. For example, if a customer's problem is related to a particular component or feature of a product, a specific set of questions is needed to elaborate on how the particular component failed. For example, an indication that a diaper has a defective tape system does not pinpoint the problem and only raises additional questions, such as whether the tape does not adhere or whether the tape is missing. Moreover, depending on the particulars that may have been defective in the component, more specific questions apply only to that malfunction. For example, if the tape does not adhere, certain detailed questions, such as how many times the tape has been opened and closed and whether lotion or powder has been applied, are relevant to the circumstances surrounding this defect.
[0005]
On the other hand, if the survey is lengthy or time-consuming as described above, customers tend not to complete the survey and are not related to the specific problem concerned, but to other specific problems. When such problems are involved, there is a strong tendency not to complete the survey. Furthermore, the timing of a survey request is also important, because unless the survey is distributed and completed in a timely manner, details about the problem and the surrounding environment may be forgotten.
Therefore, conventional methods and systems often do not provide meaningful feedback to a company that can be used to devise and improve a product or service, and that significant delays occur when meaningful feedback is provided. , Receive feedback and use it to implement changes is expensive.
[0006]
Therefore, record the most relevant information at a more timely and cheaper cost, and make specific and targeted data on customer comments readily available to a large number of company employees in improving / devising products or services. There is a need for a method and system for collecting. There is also a need for a system for improving the overall accuracy and detail in capturing and recording comments from consumers, suppliers, and customers.
As with manual methods for collecting product complaints and ratings, manual methods have also been utilized to gather ideas from customers or other business partners. After contacting the company, a document is generally mailed to the parties, including a waiver and / or other agreement on the idea, and the idea is manually sent by the user along with the document. If the company accepts the idea, this party will be offered some form of compensation for the idea, such as by mailing a price or other compensation to the party.
[0007]
However, such a manual system would spend time, hassle and expense on company employees to review the invention and provide compensation. Time delays in this process will delay the company's ability to use it for product or service improvement. Therefore, there is a need for a method and system for reducing the time, hassle, and cost of acquiring ideas and allowing many employees to be immediately available for use and analysis for improving and developing products and services. Needs still exist.
[0008]
Gathering customer complaints, gathering customer findings, and gathering customer ideas has generally been managed by individual employees, procedures, and systems. Therefore, the data collected with these efforts was generally fragmented and accessible only to specific employees using specific analytical tools. Such systems have the disadvantage that the data collection is then inefficient, their use is limited and the data collection is decentralized. In addition, such an isolated system can provide in-depth research from people who have recently had a product or service problem and who have very relevant information and ideas in relation to this problem. Often, data and ideas cannot be collected quickly. Thus, there is still a need for integrated methods and systems for collecting complaints, findings, and ideas that mitigate inefficiencies and increase the usefulness and availability of collected data. There also remains a need for an integrated method and system that allows customers to submit relevant and detailed survey data and ideas quickly and efficiently with the submission of complaints.
[0009]
(Summary of the Invention)
It is an object of the present invention to eliminate the above problems.
Another object of the present invention is to provide an improved method and system for collecting customer comments, feedback and ideas.
It is a further object of the present invention to provide a method and system for collecting customer comments that obtains relevant details more quickly and easily.
It is another object of the present invention to provide a method and system for collecting customer comments that can be quickly and efficiently obtained and disseminated to use relevant details about a product or service for its improvement.
[0010]
It is a further object of the present invention to provide a method and system for collecting customer comments that encourages and facilitates the sending of such comments with specific details.
It is another object of the present invention to provide a method and system for collecting customer comments that requires fewer employees.
Yet another object of the present invention is to provide a method and system for obtaining customer ideas quickly and at low cost.
It is yet another object of the present invention to provide a method and system for collecting customer ideas for a product or service that requires fewer employees.
[0011]
It is a further object of the present invention to provide a method and system for gathering customer ideas that can be quickly and efficiently obtained and disseminated to use appropriate ideas for the product or service to improve the product or service. .
It is another object of the present invention to provide a method and system for collecting a customer's ideas that provides a forceful legal transfer of the ideas in a quick and efficient manner.
It is another object of the present invention to provide an integrated method and system for collecting customer complaints, survey data, and ideas in a timely and efficient manner, and at a manageable level of detail. It is.
[0012]
It is yet another object of the present invention to provide a method and system for collecting customer complaints, survey data, and ideas and allowing a large number of employees to access the collected information. .
To achieve the foregoing and other objectives, a method is provided for providing customer comments regarding a product or service. The method includes displaying a page that prompts the customer to select a general problem type that corresponds to a problem that has occurred with the product or service. The method also includes receiving an electronic selection from the customer indicating a general problem type. In response to the selection of the general problem type, a page is displayed that prompts the customer to enter specific information regarding the general problem type. The method also includes receiving specific information entered by the customer regarding the general problem type.
[0013]
According to another aspect of the invention, there is provided a network-based method for obtaining ideas for a product or service from a customer. The method includes receiving an initial input from the customer indicating that the customer wants to submit an idea for the product or service. In response to the initial input, a page is automatically and electronically displayed to the customer indicating whether the customer wishes to hand over the idea. The method also includes receiving abandonment input from the customer indicating that the right to the idea is to be handed over, and receiving input from the customer depicting the idea. If no abandonment input is received, a page is displayed to the customer indicating that the idea was not accepted.
[0014]
According to another aspect of the present invention, there is provided a system for collecting and analyzing consumer comments regarding a product or service. The system includes a first computer network including a plurality of customer client computers, comment collection software, and at least one data bank. The comment collection software is accessible from the customer client computer and is configured to allow the customer to enter comments about the product or service. The at least one data bank stores comments as data. Further, the system comprises a second computer network including a plurality of employee client computers and data analysis software. The data analysis software is accessible from the employee's client computer for data analysis.
[0015]
Still other objects of the present invention will be apparent to those skilled in the art from the following description, however, including the best mode currently contemplated for carrying out the invention, and for purposes of explanation only. 1 shows a preferred embodiment of the present invention. As will be apparent, the invention is capable of other different aspects and embodiments, which do not depart from the scope of the invention. Therefore, the drawings and description are considered to be illustrative in nature and are not intended to be limiting in nature.
[0016]
(Detailed description of preferred embodiments)
Reference will now be made in detail to the drawings, wherein like numerals indicate corresponding structures throughout the drawings, and FIG. 1 is for collecting customer comments and ideas regarding products or services in accordance with the principles of the present invention. 1 is a schematic diagram of an exemplary network-based system 19 of FIG. As used herein, the term "customer" is used, for example, to refer to an end user of a product or service, a distributor or distributor of the product or service, a source of the product or service, and / or a contract manufacturer, And other business partners such as licensees, partners, and consultants. Also, as used herein, the term "comment" includes, for example, positive and negative feedback, complaints, problems, ratings, information, etc., regarding a product or service. Further, as used herein, the term "idea" refers to, for example, an invention, a concept, a business idea, a method, a proposal or explanation for a change in a product or service, a new product or service proposal or explanation, a product or Includes suggestions for adding new features to the service, suggestions for removing features from the product or service, identifying unmet needs and desires or problem areas, and the like. As used herein, the term "page" includes one or more electronic or computer display areas, views, websites, windows, screens, displays, web pages, frames, and the like.
[0017]
Preferably, the inventive methods and systems described herein operate in a networked environment, including a computer connected or linked by communication to share and transmit information, applications, and / or services. Includes devices and / or associated hardware. In the embodiment of FIG. 1, computers 20, 22, 24, and 26 are equipped in such a networked system 19. In this configuration, the various computers 20, 22, 24, and 26 are sometimes referred to collectively as nodes that refer to access points in the interconnect system. The exemplary type of computer network 19 of FIG. 1 generally employs a client / server architecture in which the network application portion that interacts with a human user is separated from the network application portion that processes requests and information. . In particular, the portions of the application that interact with the user or access network resources are referred to as client applications or client software and run on client machines 22, 24, and 26. The application part that processes requests and information is called a server application or server software and runs on the server machine 20, but the server machine 20 can also operate as a client. In a preferred embodiment of the present invention, the user interface 23 is provided on the client machines 22, 24, and 26, and includes software, information, data, display items, and / or hardware that enable the user to interact with the system 19. Prepare. Furthermore, the software, including the computer instructions for performing the method according to the invention, is located on a server computer 20 separate from the client machine.
[0018]
However, other distributions, configurations, and architectures are possible without departing from the scope of the invention. Those skilled in the art will recognize that client / server network 19 is only one type of network, and that various other configurations, such as homogeneous connections, are also considered networks. In a client / server network, a plurality of nodes are interconnected so that various nodes can send and receive information electronically to each other. As shown in FIG. 1, server node 20 includes token ring, Ethernet, telephone modem connection, wireless or microwave connection, parallel cable, serial cable, telephone line, universal serial bus "USB", and fire. Interconnect with a plurality of client nodes 22, 24, and 26 using a connection or link 21, such as a wire, Bluetooth, optical fiber, infrared "IR", radio frequency "RF", or the like, or a combination thereof. Is done.
[0019]
In this system 19, at least one computer readable medium 25 holds information such as programs, data, files, etc. readable by server 25 and / or clients 22, 24 and 26. As will be readily appreciated, computer readable media includes magnetic storage devices (such as hard disk drives, floppy disks), and optical media (such as laser disks, compact disks, DVDs, etc.). It can take a variety of forms, including storage, electronic storage (such as random access memory "RAM", read only memory "ROM", writable read only memory "PROM", etc.).
[0020]
The user interface 23 presents information and questions to the user and prompts the user to enter comments, complaints, ideas, suggestions, etc., in accordance with the principles of the present invention, which will be described in detail hereinafter. In this exemplary embodiment, user interface 23 is provided by client computers 22, 24, and 26 having a CPU, memory, visual display device 28, and input device 29. An input device 29 is connected to the computers 22, 24, and 26 and allows comments, suggestions, and / or ideas regarding a product or service to be entered into the user interface 23. For example, a keyboard, mouse, microphone, or other input device can be utilized.
[0021]
As an alternative to the computer-based system of FIG. 1, the user interface 23 includes a kiosk, a personal digital assistant (PDA), a device with a wireless application program (WAP) such as a mobile phone, an automatic computer or PDA, an interactive TV, Alternatively, it can be resident on an Internet device or the like. It will be appreciated that the user interface 23 allows a user to communicate and interact with the interactive system 19 and can take a virtually limitless variety of forms.
[0022]
As an example of such an alternative, shown in FIG. 14a, a kiosk located in a store or other public place may provide a user with the various methods and systems described herein. The kiosk 500 may include a display 502 for providing information to the user and prompting the user for information, as well as a keyboard 504 or other input device for providing input or data from the user. . Other devices, such as a microphone 506 and camera 508 for providing audio-visual input, and speakers 510 for providing audio output, may be provided as needed. FIG. 14B is an example of a page that can be displayed on the screen 502. In this example, the user is being asked to provide feedback on the diaper. By selecting a link to product A, product B, or product C, the user may provide a comment, such as a complaint or idea regarding a particular brand of diaper. As will be appreciated, such other pages allow the user to enter comments regarding any of a variety of other products, brands, or services such as those provided by the store or facility where the kiosk resides. be able to.
[0023]
Returning to FIG. 1, in this exemplary embodiment, client computers 22, 24, and 26 are connected to the Internet through a communication link 21 and run a web browser to interact with system 19, more specifically. Allows the user to interact with a web page managed by the server 20. In this embodiment, the web page is hosted on the Internet network 21, but other networks such as a wide area network, a local area network, etc. can be used.
[0024]
To provide a web-based networking environment, various well-known software programming languages (eg, C, C ++, Java, Active X, Active Server Pages) and Internet Communication Protocol (TCP / IP) are available. You can use any of the web browser technologies. Many browsers exist for accessing the World Wide Web, such as Netscape Navigator from Netscape Communications Corp. and Internet Explorer from Microsoft. Similarly, web servers that provide content to the World Wide Web include Apache Group's Apache, Microsoft's Internet Information Server, and IBM's Lotus Domino Go Web Server. Domino Go Webserver, Netscape Enterprises Server of Netscape Communications Corp., and Oracle Web Application Server of Oracle Corp. of Oracle Corp. erver) a lot of web servers such as exist. These browsers and web servers can be used to access various aspects of the present invention from virtually any web accessible device.
[0025]
In the exemplary embodiment of FIG. 1, in accordance with the principles of the present invention, to provide an interactive collection of complaints about a product or service, an interactive collection of ratings for a product or service, and an interactive collection of ideas about a product or service. , Server 20 executes the instructions or programs stored on medium 25. These programs 40, 42, and 44 may be individual software modules, or routines or files, or may be combined as a single software program or file. Programs 40, 42, and 44 allow client computers 22, 24, and 26 to send complaints, ratings, ideas, or other comments to server 20 at any time, and server 20 then sends at least one of these deliverables. In the data bank 46. This databank can then be accessed by company employees, consultants, or other authorized parties for immediate use in improving products or services. The data collected may then be studied using any of a variety of data analysis, data summarization, statistical process analysis, and / or data mining tools and software. Such software can run on a second network similar to that of FIG. In particular, company servers and company clients similar to the server of FIG. 1 can be connected to the server in a manner similar to the client of FIG. Preferably, the server and the client in FIG. 1 are connected via the Internet, and the company server and the company client are connected via an intranet, a local area network, or the like. Next, data analysis software is used by the company client to analyze the complaint, survey, and / or idea data stored in the databank. Thus, using the company's client computer and standardized data analysis software tools, a large number of company employees located elsewhere can access all of the data and comments received from customers. These employees may then immediately use the data sent by the customer to improve and devise products and services.
[0026]
The operation of the inventive aspects of this exemplary comment collection system and method is described in detail below, but in general, a user can connect to the system 19 using a web browser on the user interface 23 and then view the web page. To search, a web page managed by the server 20 can be accessed using a universal resource locator (URL). Generally, the URL address is entered or selected using a browser input area 30 to access a web page. Also, the URL address can be embedded in the page itself to provide a hypertext link 32 to another page. The hypertext link causes the user to click on the link and redirect to a website, page, display, screen, view, or other frame corresponding to the URL address of the hypertext link. Other input areas besides area 30 and links 32 may be provided to allow a user to enter data or other information. For example, a dialog box 34 and a pop-up list 36 may be used, as well as other selectable menus, icons, figures, screens, links, words, or symbols. Using the displayed items and input devices, the user provides comments, such as ratings, complaints, suggestions, survey data, ideas, inventions and / or other data, on the product or service to the server 20 and the company employee The server 20 can store the data in at least one data bank 46 so that the data can be retrieved electronically. In accordance with the principles of the present invention, as will be described in further detail below, this information can be collected interactively, thereby maximizing efficiency and little or no follow-up communication after collecting the data. Not at all necessary. Moreover, the data collected is particularly necessary for actions to fine-tune or improve the product or service.
[0027]
FIG. 2 is a block diagram of a number of linked pages, generally illustrating an exemplary method for comment collection, in accordance with the principles of the present invention. In this exemplary embodiment, pages 50, 60, 70, 80, and 90 that are linked together are provided. The pages 50, 60, 70, 80, and 90 may be one such as a web page written in Hypertext Markup Language (HTML) or any other screen, display, view, window, or portion thereof. The above web pages can be included. The screen displays links 51 so that the user can continuously navigate through the corresponding page by selecting a word, icon, or symbol in the page and submit the user's rating, complaint, or idea about the product or service. , 61, 71, and 81 are linked together. For example, if you are creating a page using HTML, use the following command to display words (eg, "Click here to go to the next page") on one page And when the user selects it using the mouse, it is linked to the next successive page (eg, “www.nextpage.com”).
<A HREF="http://www.nextpage.com"> Click here to go to the next page </A>
[0028]
Page 50 can be any page that displays information about company products and / or services, or other information about the company. For example, page 50 may be a company home page or other web page maintained by the company. On any or all of these pages, link to a series of 60, 70, 80, and 90 pages so that users can submit ratings, complaints, or ideas about the company's products or services. Can be prepared. In particular, page 50 may be displayed and include links 52, 54, and 56 for switching to a page where the user can enter the requested information. In this embodiment, links 52, 54, and 56 all display page 60 where the user can enter identification information.
[0029]
More specifically, page 60 displays to the user an input area where the user can enter his or her own information, so that the user can start the delivery process. In this exemplary embodiment, a number of input areas are provided to the user to provide this information. For example, text boxes 61 and 62 are provided in which the user can enter a user name and email address. If page 60 was created using HTML, box 61 may be created using the following command or a similar command.
<INPUT TYPE = "text" NAME = "name" SIZE = "30">
[0030]
Box 62, Box 63, and Box 64 should be used using similar commands so that the user can provide demographic information, such as the user's city and state of residence, or other information that the company wants to collect. Can be created. Once the user has entered the requested information, a product or service may be selected to provide a rating, complaint, or idea. For example, links 66, 67, and 68 may link a user to a corresponding page for entry of this information in connection with a selected product or service.
[0031]
When a link 66, 67, or 68 is selected, a text box, check box, radio button, text area box, pop-up box (or picklist), dialog box, button, A page 70 is displayed that provides the user with an input area, such as a menu and / or other relevant input mechanisms. The answers and information required of the user will depend on previous choices made for boxes 50 and 60. For example, if the user selects link 56 to request that a complaint be sent and then selects product A by selecting link 66, the corresponding question and instruction message on page 70 will be associated with product A. It is about sending complaints. Similarly, the page 70 can be customized with an appropriate input area to send ideas or answer surveys related to the question or to provide other comments on other products. The delivery type can be saved as a separate page or file for each particular product, and that particular file is displayed when the user selects the corresponding link on pages 60 and 70.
[0032]
After the user has provided the relevant information requested on page 70, the user may click on the submit button or select to submit this information and transmit the entered data and / or accompanying code electronically. You may. For example, the URL can be transmitted with data and / or code added. In response to this electronic information, additional related follow-up questions and instruction messages can be provided on the next page 80. In particular, additional follow-up information is displayed on page 70, depending on the data and inputs provided by the user. For example, as described in detail below, a question about a specific problem can be provided according to the type of problem identified from the user's complaint. For example, if the user identifies a problem with a particular component of the product, answer additional questions about that component on page 80, such as the particular portion or function of the defective component and / or the specific circumstances surrounding the defect. You can prompt this user to do so. Using page 80, the user receives a tailored page that is the entry point for goal information about the problem without having to be fed up with questions that are not related to the problem. Also, as shown on page 80, when the user has sent the survey-related information on page 70, a more targeted survey question is prepared on page 80 and the user's response on page 70 is provided. You can also try to get the required level of detail to investigate the details. Similarly, if the user is submitting an idea on page 70, page 80 may direct the user to obtain a waiver of the idea and / or provide a reward for the idea. If desired, any information sent by the user can be automatically checked for formatting errors and / or whether the information is sufficient. The user can then request automatic correction of the error and / or transmission of the omitted information.
[0033]
Finally, page 90 indicates any follow-up information that needs to be provided to or obtained from the user. This page is displayed in response to the user sending the request information on page 80. As an example, a user may be required to participate in a follow-up narrowing survey or study. Further, the user may be required to see reference information relating to the problem identified by the user's submission on pages 70 and / or 80. For example, if the problem identified on page 70 or page 80 is a diaper rash, a link to an article, page, or publication having relevant information about the diaper rash may be provided. Additionally, a link may be provided on page 90 to allow the user to relink to a survey, idea, or problem submission page to enter other information or additional information not previously sent. You can also. Finally, page 90 may be a page that shows the user's appreciation for sending.
[0034]
The page of FIG. 2 preferably includes a linked HTML page with various input areas for providing user information, but provides a series of menus, hop-up lists, or linked independent or combined displays. To do so, any of a number of other methods, programs, or configurations can be used. In addition to, or as an alternative to, the methods described herein, use of CGI, active server pages, Javascripts and / or Java applets. May provide the described functionality.
[0035]
FIG. 3 is a flowchart illustrating an exemplary method for collecting complaints about products and services in accordance with the principles of the present invention. In this exemplary embodiment, at block 100, a user is asked or prompted to submit a complaint regarding a product or service. This can be done, for example, by using a link on a web page or by providing a web address of a package or other material. The user then submits a complaint at block 102 by selecting a link, entering a web address to obtain a complaint form, or otherwise electronically contacting the product or service provider. Respond to electronic requests for In response to the request, the company electronically prompts the user at block 104 to identify the product or service being complained of. This may be achieved, for example, by providing a hop-up box listing the corresponding product or service, providing a user-selectable menu, or providing a text box, for example, for entering the product or service.
[0036]
The user may be prompted electronically at block 106 to enter identification information. Such information can include user names, email addresses, demographic information, and / or psychological information. At block 108, the user is prompted to describe a problem that has occurred with the product or service. Preferably, a pop-up list or a pick list from which a user can select a problem that has occurred is prepared. The user then makes an electronic entry at block 109 to select the problem from the pop-up list and to indicate the problem that has occurred, for example, by selecting a submit button. In the example of a diaper product, the user may be able to select from a list to indicate whether the problem is with the diaper fastening device, diaper absorption system, diaper fit, or diaper structure.
[0037]
In response to the general problem identified by the user at block 109, a target question is electronically and automatically selected at block 110 to further investigate the type of defect and / or the circumstances surrounding the defect. For example, if a problem for a particular component is identified in block 109, a page, menu, or dataset may be automatically selected, including a list of features of the defective component. . A link to a page containing the goal question may be used to select the goal question based on user input.
[0038]
Once the general question has been selected and / or submitted, the corresponding goal question may be displayed to the user electronically, as shown in block 112. For example, the page selected at block 110 may be displayed to the user at block 112, prompting the user to enter defective specific features and / or sub-components. At block 113, the user enters a particular defect feature and / or sub-component. For example, in the diaper example, if the user enters a defect in the diaper fastening device at block 109, the diaper adhesive tape may not adhere, the tape may be missing, the tape may not open, or The user may be prompted to indicate, for example, whether the tape is adhered to another component by selecting from a list or the like. The user may also be provided with a diagram for selecting the location of the problem or the component contributing to the problem. The user provides these selections at block 113.
[0039]
In response to the answer provided at block 113, a set of follow-up questions regarding the status of the defect is electronically and automatically selected at block 114. For example, specific questions regarding how to use the defective component, who is using the component, and / or frequency of use may be selected. These selected situations are displayed to the user at block 116, and the user electronically selects an answer to the question at block 117. In the diaper example, if the user selects a fastening device problem at block 109 and this particular problem is identified at block 113 as the tape does not adhere, how many times the tape was opened before the tape failed to adhere. The user can be asked specific questions regarding tape adhesion defects, such as whether lotion, powder, or drug was applied to the infant when the tape did not adhere.
[0040]
After the user enters a response for the particular situation in block 117, the method continues to block 118, where the user is grateful for providing the information and is directed to relevant information regarding the problem. For example, if the question selected in blocks 109, 113, or 117 is a diaper rash, a link or page displaying items or information related to the diaper rash is presented to the user. Additionally, block 120 may prompt the user to submit ideas related to the problem, such as by providing a link to an idea submission form (as described below). At block 120, the data entered by the user is automatically stored in a databank for electronic retrieval by company employees. For example, a question entered electronically at block 109 can be stored, a target answer for the question entered electronically at block 113 can be stored, and a specific situation surrounding the question entered electronically at block 117 can be stored. Can be memorized. This data can be made immediately available to company employees over the network for use in improving products or services.
[0041]
FIG. 4a and subsequent FIG. 4b illustrate a representative page for use in collecting complaints in accordance with the method of FIG. In particular, input areas 140, 142, 144, and 146 allow the user to present identification information about the user of the product, in this example, a diaper. For example, radio button 140 may be used to enter the gender of the infant, pop-up list 142 may be used to enter the age range of the infant, pop-up list 144 may be used to enter the weight of the infant, and pop-up list 146 may be used to enter the infant's diaper size. Can be entered. The input areas 150, 152, and 154 can also be used to provide other general identifying information. For example, a radio box 150 may be provided to assist the user with the video and allow the user to identify the brand involved in the complaint. For example, graphics such as the product image 151 can assist the user in identifying the product. In addition, a pop-up list 152 can be used to identify the number of products in the package, and a text box 154 can allow the user to identify the package. Of course, other related information may be arbitrarily requested, and the user may be able to input this information using any of various appropriate input areas.
[0042]
The user may use input area 156 to select from a list of potential problems generally associated with the product type. Preferably, input area 156 includes a pop-up list so that the user's options are limited and future follow-up questions can be automatically and electronically sent to the user in response to identified general questions. . In the example of FIG. 4a, the user has selected "malfunctioning of the fastening device" as the general problem. Entering data in this input area 156 corresponds to block 109 in FIG. Graphics assistance can also assist the user in identifying the problem that has arisen. For example, pictures, images, drawings, and / or summaries may be displayed and these portions may be selected by a user to indicate locations or components involved in the malfunction. The program can automatically detect which part has been selected and store this information. Such an embodiment is illustrated in FIG. 4a, where an image 157 is provided and the user may select a location in the image that indicates where the problem occurred. Alternatively, check boxes may be located near various locations or components of the product, and the user may check the box.
[0043]
The user can also be encouraged to provide other general information about the problem that has occurred. For example, the frequency of the problem is shown using list 158, future purchase effects for this problem are shown in list 160, additional verbatim information is provided using text box 162, and verbatim idea information is provided in text. Idea benefit information may be provided using list 166 to provide using box 164 and to indicate the benefits provided by the user's idea. Any information entered by the user using the pages of FIGS. 4a and 4b can be sent to the server using the send button 168. If such buttons are provided using HTML, the buttons can be provided using the following or similar HTML commands.
<INPUT TYPE = “submit”>
[0044]
Once the general type of problem that has occurred to the user has been identified and sent, such as by using input area 156 of FIG. 4a, further specific information about this general problem may be provided in response to user input. Can be requested electronically and automatically and, once collected, can be used to improve or devise a product or service. FIG. 5 is a representative page that may be automatically displayed on the pages of FIGS. 4a and 4b to prompt the user to enter detailed information for the selection of "malfunctioning fastening device". Illustrates In particular, the input area 170 can be provided to the user on one or more pages, which allows the user to provide more specific information related to the selected general problem. In particular, in the example of FIG. 5, the user is provided with a list of more specific problems related to the general problem "malfunction of the fastening device". In this example, the user may receive a message such as "tape does not adhere", "tape opened and stuck to backsheet or liner", "one or more tapes are missing", and "tape does not open" You may choose from specific issues. The input area 170 may be displayed on the same page as the input area 156, or may be displayed on another page and / or a subsequent page. Since each general problem has a specific problem associated with it, the contents of input area 170 will vary depending on what the user has selected in input area 156. Entering data in this box corresponds to block 113 in FIG.
[0045]
Depending on the selection made through input area 170, additional questions are preferably displayed on page or menu 172, the content of which depends on the user's selection of area 170. For example, if the specific problem selected by the user from box 170 is "tape does not adhere", a target question regarding the situation corresponding to this specific problem is displayed in box 172. These goal questions may include specific questions about the potential consequences of the problem that has arisen. For example, if the user selects "tape does not adhere" in box 170, it may be related to the question of how many times the tape has been opened and how many lotions, powders or drugs have been used. Therefore, input areas 174 and 176 for answering these questions can be provided to the user. In this example, the input area 174 is a radio box so that the user can select the number of times the tape has been opened, and the input area 176 is a check box so that the user can select which product is being used. As soon as the user sends this additional information, another page 178 may be provided to thank the user for providing the information, and to the user if a potential source of information about the problem arising is available. You may instruct. For example, if a user encounters a problem with bonding a diaper tape, it may be desirable to provide a link 179 to the article or other information about how to maximize the life of the tape used. is there.
[0046]
Depending on the general problem category identified in box 156, by providing input areas 170 and 174, relevant specific data to improve the product or service at any time without having to contact the user in the future. Can be automatically obtained from the user. Moreover, it only presents questions or prompts for information related to the problem that has occurred to the user and does not read a large number of unrelated questions or prompts, maximizing efficiency and reducing user demands. Opportunities to actually respond to the information provided increase. Further, this electronic specific data collection method allows the specific data to be immediately used for electronic search and analysis in product or service development and improvement. In addition, by providing a response to the user through page 178 and directing the user to the item or other information related to the problem, the user may be as if his particular problem was considered personally. Will feel.
[0047]
It should be understood that the pages shown in FIGS. 4a, 4b, and 5 are merely examples for a diaper product and that these examples are not limiting in nature. The representative page may be modified as needed in assisting a user in submitting a complaint regarding a problem that has occurred with any of a variety of products or services. The general problem numbers and types displayed and the corresponding specific problems can be modified and customized to suit the particular potential problem that may occur. Other information requested may also be modified at will as appropriate for the particular product or service. Therefore, the methods and systems described herein can be used not only for a variety of services, but also for a variety of manufactured products and articles, including consumer products, electronics, food, household items, home appliances, computer-related products, machinery, and the like. Applicable. Depending on the product or service, a set of dependent questions may be presented to the user, each set of questions being presented in response to a previous answer from the user, and each set of questions being further added to the previous answer. It requires specific details. Therefore, a manageable level of detail can be obtained so that a product or service can be improved, adjusted, and / or devised.
[0048]
For example, if the user has identified a problem that caused a diaper rash on one of the screens, a series of questions related to the diaper rash alone may include subordinate pages, subordinate screens, main menus and submenus, and hierarchical pages. Automatically and electronically, such as by using a page or menu system or other dependent electronic display methods. Comment on how long this infant has had a diaper rash in the last three months, for example by selecting from a number of predefined possible options using a pop-up list or radio box It is possible to require the user to: It is also possible to ask the user for a comment on the location of the rash and the size of the rash by selecting from a predetermined list or box or from an image or other graphic. It is also possible to ask the user to select a color closest to the degree of rash from a predetermined color arrangement. Furthermore, it is possible to ask the user to select from the list the foods and beverages that the infant ate before the rash. The user may be required to use a keyboard to enter the weight of the diaper and how long it has been worn before changing the diaper. In addition, the user may be asked to select a substance applied to the infant, for example, oil, powder, ointment, or the like from a list or to select an input box. Further, the user may be asked to select a substance that was present in the diaper, such as by selecting urine, solid excrement, or semi-solid excrement. As will be appreciated, users answering any of the questions are automatically and electronically checked, compared or analyzed and provided with follow-up questions that are further refined based on the answers be able to. For example, if the user indicates that the diaper has contained solid or semi-solid waste, the user is prompted to enter on the keyboard how long this waste has been stored in the diaper before changing the diaper. Up questions can also be automatically and electronically presented.
[0049]
In addition, the user may be provided with information about the problem arising electronically using any of a variety of pages, displays, programs, files, images, software, input mechanisms, routines, presentations, and / or configurations. Can be encouraged. For example, rather than using the subordinate pages described herein, utilize other software techniques such as subscreens, main menus and submenus, hierarchical pages or menu systems, or other subordinate electronic display methods. It is also possible.
Thus, as will be appreciated, various variations and sequences are possible based on the particular product or service and the category and sub-category of the relevant question for that product or service. Also, any of various software and hardware mechanisms can be used to automatically and electronically present relevant questions to the user and automatically and electronically obtain answers from the user.
[0050]
FIG. 6 is a flowchart illustrating an exemplary method for collecting ratings and comments on products and services in accordance with the principles of the present invention. In this exemplary embodiment, at block 200, a user is prompted to cooperate with a survey to evaluate and rate a product or service. At block 202, an electronic request for a user to rate a product or service is made, preferably by requesting a web page provided by a server or by selecting a link leading to the web page. This link can be provided from another web page hosted by the server.
[0051]
The user is then prompted or requested at block 204 to identify the particular product or service to be evaluated. This can be accomplished by providing a link or other input area that the user uses to select a product or service to evaluate. This selection is made by the user at block 206. Connecting the target performance area associated with this product or service based on the selection provided by the user in block 206 to a page listing the corresponding performance areas to be evaluated for the selected particular product or service; Or at block 208, such as by selecting data that includes these corresponding performance fields. The user is then electronically prompted at block 210 to evaluate the target performance area. For example, if a web page was selected at block 208 in response to a user input, the web page may include text prompting the user to evaluate a performance area. The web page may include an input area that allows a user to respond to instruction messages and evaluate various performance areas. In FIG. 6, user ratings are provided at block 211.
[0052]
Further, in response to the user's selection in block 206, a general performance area for the product or service is selected in block 212 by connecting to a page listing the general areas to be evaluated for the selected particular product or service. May be. This selection can be combined with block 208 such that the corresponding target performance area and the corresponding general performance area can be selected in a single step. At block 214, the user is electronically requested to evaluate the general performance area, such as by displaying text and input areas in the selected page. Next, at block 215, the user may evaluate various general performance areas, such as by providing input to an input area corresponding to the textual prompt message.
[0053]
At block 218, the user is electronically requested to provide any additional information relevant to evaluating the product or service, such as verbatim comments and / or other ratings corresponding to the input area. . At block 218, the user may be requested to provide identification information, demographic information, and / or other information about the user. After the user has sent all the data, an automatic response may be provided to the user at block 220. Such a response may indicate a high rating, but may also provide a link to other relevant information or pages regarding the rated product or service. At block 222, all data sent by the user is stored electronically in a data bank for immediate access by employees for improvement and development of the product or service.
[0054]
FIG. 7a and subsequent FIG. 7b illustrate a representative page for use in collecting ratings and ratings according to the method of FIG. In this example, the user has already stated that they would like to evaluate the diaper, such as by providing this assertion using another page's input area. Therefore, in response to this input, the pages of FIGS. 7a and 7b are displayed with the relevant question, thereby allowing the user to provide rating information. In particular, an input area can be provided where the user can enter information about the child of the user. For example, a radio box 230 where the user can enter the gender of the child, a pop-up box 232 where the user can select the age range of the child, a pop-up box 234 where the user can select the weight of the child, and a pop-up where the user can select the diaper size of the child. A box 236 can be provided. Other input areas may optionally be provided. For example, the pop-up box 240 allows the user to select other diaper brands that have been used, and if not listed in the box 240, the user can enter the brand type through the text box 242.
[0055]
The pages of FIGS. 7a and 7b may include relevant performance areas narrowed down for diaper evaluation. If other products were selected on the previous page, the performance areas displayed will be narrowed down to the selected product. In the example of FIGS. 7a and 7b, various potential problems are displayed using text 243. These issues are specific to the product being evaluated. In this example, the product to be evaluated is a diaper, and the potential problems displayed using text 243 are "occurrence of pressure fogging", "occurrence of skin rash", "skin greasy", "uncomfortable" It may include "smell", "problem with tape", "gel on skin" and the like. The user can use the input areas 244 and 246 to rate the brand for these potential issues. In particular, the pop-up box 244 is used to select the relative frequency of the corresponding problem in the list 243 (e.g., very often, sometimes, not at all), and the pop-up box 246 is used to correspond to the importance of the purchase decision. And an effect (for example, purchase as before, do not purchase as much as before, do not purchase again) can be selected. Boxes 248 and 250 can be used to evaluate another brand in these same target performance areas so that the two brands can be rated and compared side by side.
[0056]
The general performance areas can also be evaluated using the representative pages of FIGS. 7a and 7b. For example, general performance areas can be listed using text listing 252. In this example, the general performance fields include "quality,""value,""performance,""comfort,""convenience,""environment," and "overall." Pop-up boxes 254 and 256 can then be used to select a rating (e.g., excellent, very good, good, normal, poor) from the rating list for each of the two brands' corresponding general performance areas.
Other input areas can be provided where a user can enter additional ratings, comments, and / or ratings. For example, a text box 258 so that the user can specify why one brand is better than another, a text area 260 where the user can enter an improvement or suggestion, and the user can select the benefits provided by the improvement. A box 262 can be provided. A send button 264 may be provided to allow the user to send all the information entered on the page to the server. This information can be stored in a database on a computer readable medium and is immediately available for electronic search and analysis in improving the product or service.
[0057]
FIG. 8a and subsequent FIG. 8b illustrate a representative page used to collect ratings and ratings according to the method of FIG. In this example, ratings are collected from retailers or business partners, not consumers. A retail store may have an input area for the retail store to identify itself. For example, retailers may have boxes 270 and 272 to identify their company, boxes 274, 275, and 276 to allow the user to select the location of the store, and allow the user to enter his or her position at the company. A button 277 and a box 278 may be provided for identification, and a button 279 may be provided for the user to indicate his / her specific job type.
[0058]
Area 280 is provided on an additional page or on the same page so that users can be rated for various general performance areas related to services and products provided by the company. For example, users may evaluate areas of communication, ordering, delivery, receipt, inventory, billing, promotions, in-store services, special displays, consumer satisfaction, product and package quality, returns, and overall satisfaction. A text 282 is provided to prompt the user. A box 284 is provided corresponding to the text 282 so that the user can provide a rating corresponding to the performance field. The scale can be a good, above average, average, below average, bad, or other appropriate rating scale, or a rating scale such as excellent, very good, good, medium, or poor. It is possible. A box 286 is also provided for each performance area so that the user can select the best class company in a given performance area. Additional text areas 288 may be provided to allow the user to enter other suggestions or improvements. When the user selects the send button 289, the provided data is sent to the server and stored in a data bank for electronic searching and analysis by company employees in improving products and services.
[0059]
FIG. 9 is a flowchart illustrating an exemplary method for collecting ideas for products and services in accordance with the principles of the present invention. In this example, the method can be invoked, preferably from one of the company web pages, by indicating that the user wants to send an idea, such as a proposal or invention or improvement. Such a statement will electronically request or prompt the user to indicate whether the idea or invention is protected by a patent, is confidential, or is likely to be protected by a patent. You can link to This step is indicated by block 302 in FIG. For example, an input area can be provided to indicate to the user whether the idea is patented, confidential, or about to be patented. The user's answer to this question is then analyzed at block 304. If the user's response is affirmative, then a block 306 points to the technology acquisition page, which provides the user with information on manually contacting the company about acquiring this technology. If the user does not respond, then the automatic idea acquisition process can begin. For example, the user may be prompted to enter information about the idea electronically, such as by providing an input area for the user to identify and explain the concept and to identify himself. This is indicated by block 308 in FIG.
[0060]
The user may be requested or prompted to categorize the idea, such as by selecting the field or product to which the idea relates, or the benefits provided by the idea. This step is indicated by block 310 in FIG. At block 312, the user is presented with one or more legal documents explaining the transfer method, its legal consequences, and / or the sending of ideas, and the user agrees to waive various rights. In this example, the document is that the transmission is voluntary, that this does not establish a confidentiality or contractual relationship, that the use of this idea is at the discretion of the company, that the patent or patent application That the idea in question cannot be sent, that the user is the right holder of the idea and that he is legally free to assign that right, that the rights disclosed in this document cannot be waived or modified, The user may indicate that there is no other agreement between the company and the company. Such a document can be displayed through one or more pages. At block 314, the user is electronically requested to agree to the information displayed in the legal document. At block 316, it is determined whether the user has agreed to the provisions of the legal document and has waived the right to the idea. For example, it can be determined whether the user has checked or selected the box indicating that he waives the idea. If a waiver has not been received, block 318 is executed and a display is provided indicating that the company has not accepted the idea.
[0061]
However, if a waiver is indicated, an automatic electronic response is presented at block 322. For example, the user may be thankful for submitting the idea, or may seek additional information or a waiver. Further, at block 322, a reward from the company may be provided in return for the idea. For example, a company server may send an electronic game to a user in return for an idea. Alternatively or additionally, the server may send the electronic coupon as a discount coupon for goods or services that can be printed and used by the user. Further, the server may transfer software available to the user and / or provide access to information or web pages that are not publicly available. For example, a sender may be provided with access to a search function on a web page to search for retailers that offer company products to users. Access to links or information related to the company's products can also be provided, and can be information about sales, discounts, upcoming events, and the like. Another possibility for providing electronic rewards is to publish your username on a page that honors all users who contributed ideas to the company. An electronic reward or proof can be provided to the user to indicate that the user has contributed ideas to the company. Prior to providing the electronic reward to the user, the type of reward provided in exchange for the idea is electronically explained / displayed, and the user receives this electronic reward in exchange for the idea, and the other rewards are provided by the company. It may be desirable to obtain an electronic assertion that the user is aware that it will not be provided by. If you decline to provide this statement, you may decline to send it.
[0062]
As soon as the electronic reward is provided at block 322, the idea may be stored in a databank. Preferably, this databank is made available to product development employees immediately electronically for improvement and fine-tuning of products or services.
FIGS. 10 and 11 illustrate a representative page used to collect ideas according to the method of FIG. In this example, links 330 and 332 are provided so that the user can indicate whether the idea is confidential, patented, or plans to patent. In this example, if the idea is confidential, patented, or about to be patented, the user selects link 330; otherwise, the user selects link 332. Selecting link 330 provides the user with information on manual steps for transferring such ideas. Selecting link 332 connects the user to a page for automatic transfer of the idea. FIGS. 11a and 11b show examples of such a page.
[0063]
In particular, in the representative pages of FIGS. 11 a and 11 b, the user is asked to enter the title of the idea in text box 336. This idea can then be elaborated using text area 338. Further, the user can be asked to categorize the benefits sought to be provided by the idea using box 340. Box 342 can be provided to allow a user to select which products or services will benefit from sending the idea. Text box 344 allows the user to provide identifying information and contacts, such as name, address, phone number, email address, and birthday. Checkboxes 350, 352, and 354 allow the user to provide a waiver of the idea and an indication that the idea will be presented to the company. In this example, box 350 is selected by the user to indicate that the user has read and understood the waiver document. A link 351 may be provided to the user to link to a waiver page, for example, including words similar to those of the page of FIG. Box 352 is selected to indicate that the user agrees to the waiver. Similarly, box 354 is selected to indicate that the user has waived all rights to the idea and will present it to the company.
[0064]
In the example of FIG. 11, three boxes 350, 352, and 354 are provided and provided to indicate that the user agrees to the terms of the submission and waives the idea, but enforces the user. Fewer or more boxes or input areas may be provided to obtain certain assertions and agreements. For example, a single box may be provided to indicate that the user agrees with the presented sentence.
To submit the provided ideas and other inputs, the user can select the submit button 356. If the user decides not to send the idea, a link 358 can be provided to send the user a page providing information on manually contacting the company about sending the idea.
[0065]
Your submission will be compared to the required submission to determine if you accept this idea. For example, it can be automatically determined whether the user has checked all three boxes 350, 352, and 354. (Preferably, initially uncheck all three boxes.) If one of these boxes is unchecked, and the user has not stated that they agree to the terms described, the idea is Is shown to the user that is not accepted. Once all required submissions are provided, a page can be displayed to show the company's appreciation for the idea. In addition, some form of reward is provided to the user automatically and electronically, as described above. This idea is stored in a databank so that company employees can retrieve it electronically.
[0066]
FIG. 12 is a flowchart illustrating an exemplary alternative method for collecting ideas for products and services in accordance with the principles of the present invention. In this exemplary embodiment, an electronic request or instructional message is provided at block 400, and the idea to be sent to the user is confidential, subject to a patent or patent application, or a patent or patent application. You will be asked to indicate if you are planning to At block 402, the user's answer to this request is provided, and if the answer is yes, block 404 provides a page showing manual technology acquisition procedures. If the request is not answered, the process proceeds to block 406 where various legal requirements for the transfer, such as waivers, agreements, and other legal statements regarding the transfer, are displayed. Next, at block 408, the user is required to waive various rights to the idea and to indicate that the idea is fully transferred to the company. Various input boxes can be provided for waiving rights and obtaining the user's agreement on the various rules and conditions of the transfer. At block 410, the idea is provided electronically, such as through a text area, and at block 412, the identity of the sender is provided. The submission is then searched at block 414 for various problematic keywords. For example, terms such as "pay", "money", or "$" may indicate that the user expects a financial reward for this idea. If such a keyword is found, block 418 may display a page indicating that the idea is not accepted. If no such keyword is found, the process then proceeds to block 420 where it checks to see if the submission is an acceptable idea and if it has been properly waived. If block 422 determines that the rights have not been waived or that the idea is not acceptable, then block 418 can be executed to indicate that the idea was not accepted. However, if the idea is acceptable and the rights have been waived, block 424 can be executed to provide an electronic statement to the user that the idea has been accepted. The idea may then be stored in a data bank at block 426, and an electronic reward may be provided at block 428, such as in the form described above.
[0067]
FIG. 13 illustrates an alternative waiver page used for automatic idea collection in accordance with the principles of the present invention. In this example, the user reaches this page by electronically indicating that the user wants to send an idea or suggestion, such as by clicking a link. This page contains an agreement to waive your rights to this idea. If the idea is in the scope of a patent pending or already issued patent, the user is prompted to click on link 360 to see another page for sending the idea. Otherwise, the user is led to read the waiver and agreement wording 362. In this example, the agreement is voluntary, the confidentiality or contractual relationship is not established, and the company to which the idea is sent is not responsible for the disclosure of this idea and is obliged to use it. And that the user has not received the idea from another person and is free to submit it. In addition, the agreement states that the idea is considered to be the complete property of the company, that the company has exclusive rights to the idea, and that the company has the right to use the idea indefinitely without compensation. Given, this term may be unchanged and include the statement that there is no other agreement between the user and the company. In this embodiment, no reward is awarded because the time and cost for the company to review and evaluate the idea is a reward for sending.
[0068]
The user is then instructed to check the appropriate boxes 364 and 365. Check box 364 indicates that the user has read and understood the waiver wording 362, and check box 365 indicates that the user agrees to be bound by the waiver. In addition, the radio box 366 checks if both boxes 364 and 365 have been checked, agreeing to the additional agreement wording 367, indicating that it waives all claims of ownership and confidentiality, and Used by users to indicate that they belong to a company. Box 366A is used to indicate agreement to additional wording 367, and box 366B is used to indicate disagreement to wording 367. Preferably, none of the boxes 364, 365, 366A, or 366B are preselected before the page of FIG. 13 is displayed to the user.
[0069]
As soon as the send button 368 is clicked, the data is sent to the company server to indicate which of the boxes 364, 365, 366A, 366B has been checked. The server analyzes the data and determines whether the user has checked all of the boxes 364, 365, and 366A before clicking on box 368. If all of these buttons are unchecked, the user returns to the page of FIG. 13 and electronically states that the idea must be agreed by checking the appropriate box in order for the idea to be accepted. Instructions are presented to the user. Alternatively, you can direct users to another part of the site that advocates a decision that disagrees with these terms. If all of boxes 364, 365, and 366A are selected, an idea submission box, list, and / or other input area may be displayed to allow the user to enter and submit the idea. Preferably, each time the user wishes to send an idea, the page of FIG. 13 is displayed, and boxes 364, 365, and 366A must be selected to make the user accessible to the idea sending page. The user's response to the box in FIG. 13 is also preferably recorded and logged to prove that the user has read and agreed to the terms before submitting the idea. As an alternative to presenting the above-mentioned page, an automated email system or other automated electronic system may be used to request whether the user waives the idea and collect the submission of the idea.
[0070]
FIG. 15 is a flowchart illustrating a representative method for automatic collection and transfer of ideas. At block 450, the user selects an idea submission link, such as by selecting a hyperlink on a web page. In an automatic response to this selection, a waiver and / or agreement is displayed electronically to the user, as indicated at block 452. At block 454, the user electronically indicates whether they may be bound by the displayed agreement and / or waiver, such as by selecting a box or entering a response. The user's response is then analyzed at decision block 456 to determine whether an agreement to be bound by the condition has been asserted. If not, the display can return to the waiver display at block 452. If agreement is indicated, then the idea submission form can be displayed at block 458. The user then enters the idea using the format indicated at block 460, using an input device or the like. As soon as the information is sent from the user, it can be stored, as shown in block 462.
[0071]
Therefore, the aforementioned method and page for sending ideas can at any time efficiently provide a lawful transfer of rights to the idea and immediately and electronically use the idea to improve the product or service. Can be made available.
In addition, as noted above, complaints, ratings, idea submission pages, displays, and software are linked or otherwise have a single efficiency for collecting this information at a time that is convenient for the customer. Integrated to provide a better method and system. All data collected, whether or not related to a complaint, rating, or idea, is preferably a single computer capable of running on multiple computers, allowing immediate access to that data by a large number of individuals. Preferably, it is accessible by a single data analysis software tool. Employees do not need to manually manage or collect information, and can collect relevant detailed information quickly and inexpensively. The software can provide a personal response to the customer by obtaining identification information from the customer, and provide instant electronic response to the relevant information specifically tailored to the rating, complaint, or idea entered by the customer. Access can also be provided.
[0072]
(Example)
The following examples describe exemplary integrated systems and methods for implementing the above-described embodiments. In this example, the user electronically indicates that there is a problem with the product or service, such as by selecting a hyperlink. A page is then displayed according to the selection of this link, and the user can select from a pop-up list of possible problem categories. User choices are analyzed electronically to determine follow-up questions about the problem. A decision tree can be used for this analysis. A decision tree is typically a set of responses or categories against which user input is compared. For example, the decision tree preferably contains any combination of possible user inputs. The user input is then compared with the decision tree for the matching branch, which provides further instructions to be executed as a result of the matching. Such a decision tree preferably includes possible combinations of interactive systems and user inputs designed with the intended use of the system in such a way that the corresponding steps can be set in relation to the desired information exchange. Preferably, the decision tree is converted into a mathematical algorithm, which then processes the comparison of the decision tree, i.e. makes a "judgment" electronically, at which point it verifies the appropriate response to provide electronically to the user I do. This algorithm may be executed on the host or server, such as by using a script program such as a CGI script, and / or downloaded from the server along with the corresponding data, using a Java applet or the like. It can also be run on the client.
[0073]
In response to a user's electronic indication of a product or service problem, one or more specific questions related to the problem are automatically selected and displayed electronically. For example, if the problem indicated that the diaper fastening device was defective was selected, the diaper's adhesive tape did not adhere, the tape was lost, the tape did not open, or the tape had another configuration. The user may be electronically requested to indicate, for example, whether the element is adhered to the element by selecting it from a list. A diagram can also be provided electronically to the user to select the location of the problem or components that contribute to the problem. The follow-up questions can then be displayed electronically and automatically to the user in response to these additional inputs. In the example of a diaper, if the user selects the fastening device problem as a general problem, and if this particular problem is identified as the tape not sticking, how many times the tape was opened before the tape stuck, Specific questions regarding tape adhesion defects can be automatically and electronically provided to the user, such as whether a lotion, powder, or drug was applied to the infant when the tape did not adhere. Further, follow-up questions can be provided automatically and electronically as needed.
[0074]
Once all the input on this issue has been provided by the user, the user can then be presented with an indication to enter another complaint, to investigate, or to submit an idea for the product or service. If the user chooses to respond to the survey, the appropriate set of questions relating to the product or service is automatically and electronically selected and displayed. In response to the user's input in answering the question, further follow-up questions can be automatically and electronically provided to the user as needed. Upon completion of the survey, the user may again be required to enter another complaint, conduct another survey, or enter an idea. A waiver agreement can be electronically and automatically displayed to the user if the user input indicates that they want to send the idea. The user can then electronically indicate whether to agree to the waiver and electronically analyze and determine whether the user input indicates an agreement. If agreed, an idea delivery form for entering information about the idea can be provided electronically and automatically to the user. All user complaints, survey responses, and ideas submissions may be stored in one or more databanks for electronic search and analysis.
[0075]
As will be appreciated, the aforementioned programs and software may be stored on a general purpose computer, a special purpose computer, or a desktop computer, server and / or client computer interconnected by a network (eg, via either the Internet or an intranet). Other digital processing devices, microcomputers, portable organizers, and other forms of computers and computer systems as needed. An exemplary networked computer is schematically illustrated in FIG. The computer preferably includes logic (such as a central processing unit, microprocessor, or other microcontroller) capable of executing programs. The program or a portion of the program may be provided as a program product, where the program product includes a signal carrier. The signal-carrying medium can be provided in the form of an optical disk, magnetic disk, magnetic hard drive, magnetic tape, RAM, ROM, or other magnetic, optical, or other computer-readable storage medium that includes data and / or data. The machine can be configured to store readable instructions by invoking a logic circuit connected to perform the described steps. Alternatively, including digital and analog communication links (eg, wire or fiber portions of a local area network, wire or fiber portions of a wide area network, portions of a wireless network, etc.), carrier or propagated signals, and other forms of transmission media. May be stored in the signal carrier medium. The computer also includes one or more input / output peripherals, such as a keyboard, a mouse, a touch screen, a microphone, a display monitor, a printer, and the like, which can be preferably interconnected with logic via a system bus and adapter.
[0076]
As previously mentioned, the preferred embodiments of the present invention have been presented for purposes of explanation and description only. They are not intended to be exhaustive or to limit the invention to the precise forms disclosed, and various modifications and variations are possible in light of the above teaching. Although a number of preferred and alternative embodiments, methods, systems, displays, interfaces, pages, configurations, and potential uses have been described above, it will be appreciated that many variations and alternatives may be utilized without departing from the scope of the invention. You need to understand. Additionally, while various potential configurations and components have been described, it should be understood that many other configurations and components may be utilized without departing from the scope of the invention.
Thus, the principles of the invention and its practical uses are best described, thereby enabling those skilled in the art to make the best use of the invention with various modifications in various embodiments suitable for the particular application contemplated. In order to do so, it is necessary to understand that the embodiments and examples have been selected and described. Therefore, it is intended that the scope of the invention be defined by the claims appended hereto.
[Brief description of the drawings]
While the specification concludes with claims particularly pointing out and distinctly claiming the invention, it is believed that the present invention will be better understood from the following description of preferred embodiments when taken in conjunction with the accompanying drawings.
FIG. 1 is a schematic diagram illustrating an exemplary network-based system for collecting comments and ideas about a product or service, in accordance with the principles of the present invention.
FIG. 2 is a block diagram of a number of linked pages generally illustrating an exemplary method for collecting comments and ideas in accordance with the principles of the present invention.
FIG. 3 is a flowchart illustrating an exemplary method for collecting complaints about products and services in accordance with the principles of the present invention.
FIG. 4a shows a representative page for use in collecting complaints in accordance with the method of FIG.
FIG. 4b shows a representative page for use in collecting complaints in accordance with the method of FIG.
FIG. 5 illustrates another representative page for use in collecting complaints in accordance with the method of FIG. 3;
FIG. 6 is a flowchart illustrating an exemplary method for rating and comment collection on products and services in accordance with the principles of the present invention.
FIG. 7a shows a representative page for use in collecting ratings and comments according to the method of FIG.
FIG. 7b shows a representative page for use in collecting ratings and comments according to the method of FIG.
FIG. 8a illustrates an exemplary page used to collect ratings and comments according to the method of FIG.
FIG. 8b shows a representative page used to collect ratings and comments according to the method of FIG.
FIG. 9 is a flowchart illustrating an exemplary method for collecting ideas for products and services in accordance with the principles of the present invention.
FIG. 10 illustrates a representative page used to collect ideas according to the method of FIG.
FIG. 11a shows a representative page for use in collecting ideas according to the method of FIG.
FIG. 11b shows a representative page for use in collecting ideas according to the method of FIG.
FIG. 12 is a flowchart illustrating an exemplary alternative method for collecting ideas for products and services in accordance with the principles of the present invention.
FIG. 13 illustrates a representative waiver page used for automatic idea gathering in accordance with the principles of the present invention.
FIG. 14a is a schematic illustration of a kiosk used to collect ideas, complaints, and / or reputations for products and services, in accordance with one aspect of the present invention.
FIG. 14b is a representative page that can be displayed on the kiosk of FIG. 14a.
FIG. 15 is a flowchart illustrating an exemplary method for automatic collection and transfer of ideas in accordance with the principles of the present invention.

Claims (10)

A network-based method for obtaining comments about a product or service from a customer,
Sending a page using the computer network, the page including a plurality of general problem types corresponding to potential problems with the product or service;
Receiving a general problem type entered by a customer through the computer network;
Automatically prompting the customer to input specific information on the received general problem type according to the received general problem type,
Receiving specific information entered by the customer regarding the general problem type through the computer network. The method of claim 1, further comprising displaying, to the customer, a list of questions regarding a situation corresponding to the received general problem type in response to the received general problem type. A computer system for obtaining comments about a product from a customer,
At least one server hosting comment collection software accessible over a network by at least one client, the input control adapted for input of comments by a customer regarding a product or service by the comment collection software. At least one server, wherein the input control includes a set of input areas including an idea sending input area, a complaint input area, and an evaluation input area;
A data bank adapted to record the information,
A computer system, wherein the comment collection software prompts the customer to receive a general problem type from the customer and to input specific information corresponding to the received general problem type. The system of claim 3, wherein the comment gathering software is adapted to receive a waiver input from the customer indicating that a right to an idea has been waived. A network-based method of obtaining ideas for a product or service from a customer,
Electronically receiving input from the customer indicating that the customer wants to present an idea about a product or service;
Responsive to the input, automatically and electronically prompting the customer to indicate whether the customer wants to transfer rights to the idea;
Electronically receiving an abandonment input from the customer indicating that the right to the idea is to be delivered;
Receiving the idea electronically from the customer;
Automatically storing the idea in a data bank. The method of claim 5, further comprising automatically and electronically rewarding the customer for the idea in response to the received data. A network-based method of obtaining ideas for a product or service from a customer,
Providing a website with a user interface;
Prompting the customer to enter comments regarding the product or service provided through the user interface;
Prompting the customer to enter ideas for the product or service through the user interface;
Prompting the customer to waive rights to the idea through the user interface;
Receiving the idea from the customer through the user interface;
Receiving a waiver indication from the customer through the user interface that the right to the idea has been waived. Receiving comments from the customer regarding the product or service through the user interface;
The method of claim 7, further comprising: responsive to the received comment, prompting the customer through the user interface for specific information related to the received comment. A network-based method for obtaining information about a product or service from a customer, the method comprising:
Providing a website with a user interface;
Prompting the customer through the user interface to select at least one product or service to provide a comment;
Receiving a selection identifying at least one product or service through the user interface;
Selecting a set of performance rating categories corresponding to at least one product or service in response to the identifying selection, and prompting the customer through the user interface to select a performance rating for the performance rating category;
Receiving the performance rating selection at the user interface. A method of receiving customer comments on a product,
Sending a digital image representing the product;
Electronically prompting a user to select at least a portion of the image to indicate a problem that has occurred with the product;
The method of electronically receiving a problem type of the product corresponding to a selection of the image by the user to indicate a problem that has occurred with the product.

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