JP2005085140A - Questionnaire survey analysis system, method, apparatus and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To quickly respond to customers' complaints by revealing them in an early stage by a questionnaire survey. <P>SOLUTION: A Web server 1 is connected via a network 2 to a requester terminal 3 of a customer company, terminal devices 41 to 4n of equipment operators, and terminal devices 51 to 5m of responding departments. The Web server 1 has: a survey answer inputting means 21 for receiving information (a contract name, a contract term, a contract relation, a target department and the like) about survey answers; a survey answer storing means 22 for associating and storing the received survey answers, a sending history and answer information; a survey answer analyzing means 23 for analyzing the stored survey answers for matching with keywords of every question section stored in a keyword database 26; a response determining means 24 for determining whether a customer-directed response or intracompany response should be made according to the analysis results; and a response handling means 25 for handling a customer-directed response (thank-you/apology notice, result and the like) and an intracompany response (responding department notice/arrangement and the like) depending on the determination result. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a questionnaire survey analysis system, method, apparatus, and program suitable for use when, for example, a device manufacturer conducts a questionnaire survey for a customer company. Specifically, the questionnaire survey can be easily conducted, and in particular, the customer's dissatisfaction can be accurately taken out and the customer's trust can be obtained well by responding promptly and appropriately. .

  In the conventional questionnaire survey, analysis such as obtaining future trends and trends from collected answers and past accumulated answers was performed. When conducting a questionnaire, taking into account the contents of the questionnaire, the respondent who has been set up, such as selecting and setting as a respondent a user who is determined to be suitable for the current questionnaire survey from the user information accumulated in the past Questionnaire surveys such as sending survey emails to other recipients have been conducted. (For example, refer to Patent Document 1 and Patent Document 2.)

However, each of the above-mentioned technologies is a questionnaire survey method characterized mainly by reducing the time or cost for executing the questionnaire. Before the main survey of the questionnaire, a pre-survey form for pre-survey questions is provided. send. Based on the response result, it is determined whether or not the subject is the subject of this survey, and the questions for this survey are extracted only for the subject and transmitted to the respondent. It is.
JP 2002-92291 A JP 2002-7665 A

  In the questionnaire survey method as described above, the purpose of the questionnaire intended by the organizer and the target of the respondent are clarified by using or reusing the previously accumulated answer group. Therefore, for example, it is suitable for a trend survey and a trend survey when a new product is commercialized. For this reason, questionnaire surveys are conducted by asking multiple questions in multiple variations using questionnaire questionnaires and analyzing the responses, so that specific items, matters, etc., are detailed and specific trends and trends. Can be grasped.

  However, in the questionnaire survey method in which multiple detailed and specific question items are asked in order to grasp the above-mentioned trends and trends, more accurate trends and trends can be obtained from past response history and accumulated responses. It is characterized by preparing a plurality of detailed and specific question items to be requested, selecting an appropriate respondent as a destination (person in charge, purchaser, user, etc.) and conducting a questionnaire survey. Therefore, it is not suitable for a questionnaire survey that draws out problems that the person in charge or the like may potentially have.

  For example, from a questionnaire survey on the usability of a certain device, information on the usage status (appropriate / inappropriate), whether there is a request, etc. can be collected, but information on matters other than the device, such as (1) device manufacturer The information regarding the response of the person in charge and (2) the response of the sales representative (responder) is different from the purpose of the original questionnaire survey. For this reason, there are many cases where there are no question items related to matters other than “equipment”, or they are not assumed or considered.

  As a result, even if the result of a certain questionnaire survey is good, if there is a potential problem elsewhere, it is difficult to continue the contract for the next model, and it will be replaced by another manufacturer.

  In other words, according to the current questionnaire survey, buyers and users who have said that they are satisfied with the equipment but are not satisfied with the sales and service other than the equipment are in advance. Couldn't figure out. Such a problem has a problem such as calling directly to an inquiry window such as a support center, etc., and taking appropriate measures later to expand the trouble. In this way, in the current questionnaire survey, it was not possible to grasp the problem (dissatisfaction) of customers who could develop complaints in the form of questionnaire survey. It has also been difficult to quickly respond to such potential problems.

  This application was made in view of these points, and the problem to be solved is that the conventional device cannot grasp customer's dissatisfaction at an early stage in the form of questionnaire survey. It was difficult to take prompt action.

  For this reason, in the present invention, information related to survey responses is received and stored, the corresponding relationship of the keywords for each question answer area stored in the keyword database is analyzed with respect to the stored survey responses, and the results are analyzed. In this way, it is possible to determine whether there is a customer response or an in-house response. According to this, it is possible to grasp customer dissatisfaction at an early stage in the form of a questionnaire survey and take a quick response.

  According to the questionnaire survey analysis system of the first aspect of the present invention, information related to survey responses is received and stored, and the corresponding relationship of keywords for each question answer area stored in the keyword database is analyzed with respect to the stored survey responses. By determining whether there is customer service or in-house service based on the analyzed results, it is possible to grasp customer dissatisfaction at an early stage in the form of a questionnaire survey and take prompt action. .

  According to the questionnaire survey analysis system of the second aspect of the present invention, the question answering area of the survey answer includes the first area for performing a general question, the second area for allowing free entry, and the second By having a third area that inquires about whether or not there is a response request for the entry in the area, it is possible to satisfactorily analyze the corresponding relationship with the keyword.

  According to the questionnaire survey analysis system of the invention of claim 3, the first to third regions are provided with questions to be judged that have different weights for each region, and using these weights, This makes it possible to quickly determine the answer to a question.

  According to the questionnaire survey analysis system of the invention of claim 4, the analysis of the corresponding relationship with the keyword stored in the keyword database is performed on the second area that allows free entry, so that the corresponding relationship with the keyword can be analyzed. The analysis can be performed satisfactorily.

  According to the questionnaire survey analysis system of the invention of claim 5, the response processing includes determining the processing content and timing for each of the customer response and the in-house response, so that the necessary response can be performed at an appropriate time. It can be done.

  Further, according to the questionnaire survey analysis method of the invention of claim 6, information related to survey responses is received and stored, and the corresponding relationship of keywords for each question answer area stored in the keyword database is analyzed with respect to the stored survey responses. In addition, it is possible to grasp customer's dissatisfaction in the form of a questionnaire survey at an early stage and to take prompt action by determining whether there is customer response and internal response according to the analyzed result. is there.

  According to the questionnaire survey analysis method of the invention of claim 7, the question answer area of the survey answer includes a first area for performing a general question, a second area for allowing free entry, and a second area. By having a third area that inquires about whether or not there is a response request for the entry in the area, it is possible to satisfactorily analyze the corresponding relationship with the keyword.

  According to the questionnaire survey analysis method of the invention of claim 8, the first to third areas are provided with questions to be judged having different weights for each area, and using these weights, This makes it possible to quickly determine the answer to a question.

  According to the questionnaire survey analysis method of the invention of claim 9, the analysis of the corresponding relationship with the keyword stored in the keyword database is performed on the second area enabling free entry, so that the corresponding relationship with the keyword can be analyzed. The analysis can be performed satisfactorily.

  According to the questionnaire survey analysis method of the invention of claim 10, the response processing includes determining the processing content and timing for each of the customer response and the in-house response, so that the necessary response can be performed at an appropriate time. It can be done.

  Furthermore, according to the questionnaire survey analysis apparatus of the invention of claim 11, information on survey responses is received and stored, and the corresponding relationship of the keywords for each question answer area stored in the keyword database is analyzed with respect to the stored survey responses. In addition, it is possible to grasp customer dissatisfaction in the form of a questionnaire survey at an early stage and to take prompt action by determining whether there is customer response or internal response according to the analyzed result. is there.

  According to the questionnaire survey analysis apparatus of the invention of claim 12, the question answer area of the survey answer includes a first area for performing a general question, a second area for allowing free entry, and a second area. By having a third area that inquires about whether or not there is a response request for the entry in the area, it is possible to satisfactorily analyze the corresponding relationship with the keyword.

  According to the questionnaire survey analysis device of the invention of claim 13, the first to third regions are provided with questions to be judged having different weights for each region. This makes it possible to quickly determine the answer to a question.

  According to the questionnaire survey analysis device of the invention of claim 14, the analysis of the corresponding relationship with the keyword stored in the keyword database is performed on the second area that allows free entry, so that the corresponding relationship with the keyword is determined. The analysis can be performed satisfactorily.

  According to the questionnaire survey analysis device of the invention of claim 15, the response processing includes determination of the processing content and timing for each of the customer response and the internal response, so that the necessary response can be performed at an appropriate time. It can be done.

  Furthermore, according to the questionnaire survey analysis program of the invention of claim 16, information on survey responses is received and stored, and the corresponding relationship of the keywords for each question answer area stored in the keyword database is analyzed with respect to the stored survey responses. In addition, it is possible to grasp customer's dissatisfaction in the form of a questionnaire survey at an early stage and to take prompt action by determining whether there is customer response and internal response according to the analyzed result. is there.

  According to the questionnaire survey analysis program of the invention of claim 17, the question answer area of the survey answer includes a first area for performing a general question, a second area for enabling free entry, and a second area. By having a third area that inquires about whether or not there is a response request for the entry in the area, it is possible to satisfactorily analyze the corresponding relationship with the keyword.

  According to the questionnaire survey analysis program of the invention of claim 18, the first to third areas are provided with questions to be judged having different weights for each area, and using these weights, This makes it possible to quickly determine the answer to a question.

  According to the questionnaire survey analysis program of the nineteenth aspect of the invention, the analysis of the corresponding relationship with the keyword stored in the keyword database is performed for the second area that allows free entry, so that the corresponding relationship with the keyword is determined. The analysis can be performed satisfactorily.

  According to the questionnaire survey analysis program of the invention of claim 20, the response processing includes determining the processing content and timing for each of customer response and in-house response, so that necessary response can be performed at an appropriate time. It can be done.

  As a result, according to the present invention, the conventional apparatus cannot grasp customer's dissatisfaction at an early stage in the form of questionnaire survey, and it is difficult to take a quick response. The point can be easily eliminated.

  That is, in the questionnaire survey analysis system of the present invention, the terminal device and the server device are connected through a network, and the server device has a survey response input means for receiving information related to the survey response, and the received survey response related to the transmission history and response. Survey response storage means for storing the information in association with information, survey response analysis means for analyzing the corresponding relationship of the keywords for each question answer area stored in the keyword database with respect to the stored survey responses, and the analysis results Corresponding determination means for determining the presence / absence of customer correspondence and in-house correspondence and response processing means for processing customer correspondence and in-house correspondence according to the determination result are provided.

  In the questionnaire survey analysis method of the present invention, information on survey responses is received, the received survey responses are stored in association with transmission history and information on responses, and the stored survey responses are stored in the keyword database. Analyzing the corresponding relationship of keywords for each question answering area, determining whether there is a customer response and an internal response according to the analyzed result, and processing the customer response and the internal response according to the determination result is there.

  Further, in the questionnaire survey analysis device of the present invention, a survey response input means for receiving information related to survey responses, a survey response storage means for storing the received survey responses in association with transmission history and information related to responses, and stored Survey response analysis means for analyzing the corresponding relation of keywords for each question answer area stored in the keyword database with respect to the survey responses, and correspondence determination means for determining whether there is a customer response and an internal response according to the analyzed result Corresponding processing means for processing customer correspondence and in-house correspondence according to the determination result is provided.

  The present invention also relates to a questionnaire survey analysis program used in a system in which a terminal device and a server device are connected through a network, the step of receiving information related to survey responses, and the received survey responses related to transmission history and responses A step of storing the information in association with the information, a step of analyzing the corresponding relationship of the keyword for each question answer area stored in the keyword database with respect to the stored survey response, and the customer response and the internal in accordance with the analyzed result There are provided a step for determining presence / absence of correspondence and a step for processing customer correspondence and in-house correspondence according to the determination result.

  First, prior to the description of the present invention, a questionnaire survey system which is a premise of the present invention will be described. That is, FIG. 3 is a block diagram showing a block configuration of an embodiment of a questionnaire survey system as a premise of the present invention. In FIG. 3, a web server 1 serving as the basis of a questionnaire survey system has a terminal device (requester terminal 3) such as a purchaser (requester) of a customer company who requested a survey through a network 2 such as the Internet, and a device, for example. Are connected to the terminal devices 41, 42,.

  Here, the web server 1 is provided with the following configuration, for example. That is, information related to the survey (contract name, contract time, contract relationship, target department, etc.) is received and stored in the survey agreement database 16, and information regarding the transmission destination is stored in the survey information input means 11 stored in the transmission destination database 17; The survey agreement determination means 12 for determining the survey form to be applied based on the input survey information, and the configuration information of the survey form to be applied are acquired from the survey form database 18 and the survey form configuration database 19 according to the determined survey form. Survey form acquisition means 13 is provided.

  Furthermore, survey form generation means 14 is provided for generating a survey form by setting the first to third (n) question areas (position, number of questions) based on the acquired configuration information. Then, survey form transmitting means 15 is provided for acquiring a mail address to be transmitted from the transmission destination database 17 and transmitting the generated survey form to the acquired transmission destination. Here, the survey form is transmitted to the terminal devices 41, 42,... 4n of each operator based on the data in the operator database 31 connected to the client terminal 3, for example.

  A specific processing operation will be described with reference to FIGS. That is, FIG. 4 shows a flowchart of the preparation process, and FIG. 5 shows an actual questionnaire survey process. In FIG. 4, when the process is started, survey information is first input in step [101]. Here, the questionnaire survey of this embodiment is conducted for, for example, a customer company that has introduced a device. Therefore, the survey information input in step [101] is created based on information (model, price, number of units, installation measures, timing, etc.) related to the equipment delivered to the customer company.

  Further, the survey information input in step [102] is stored in the survey agreement database 16 and the transmission destination database 17, and it is determined in step [103] whether or not the input has been completed. Here, when the input of the survey information is not completed (N), the process returns to step [101], and further survey information is input. When the survey information is completed (Y), the process ends ( End). In this way, survey information is input. The survey information is input based on an agreement with the client company, and the addresses of the terminal devices 41, 42,.

  In FIG. 5, when the process is started, first, a survey target is input in step [111], and a target business type or department along the survey target is determined according to the survey agreement database 16 in step [112]. . In step [113], the presence or absence of the target industry is determined. When there is a target industry (Y), the presence or absence of the target department is further determined in step [114]. When there is a target department (Y), information on the target industry and department is set in step [115], and when there is no target department (N), information on the target industry is set in step [116]. .

  Further, in step [117], the number of subjects, the business plan, and the like along the survey target are determined according to the survey agreement database 16. In step [118], the presence or absence of the target number of people is determined. When there is a target number of people (Y), the presence or absence of the business plan is further determined in step [119]. Here, when there is a business plan (Y), sending / reply information corresponding to the target number of people and the business plan is set at step [120], and when there is no business plan (N), the number of target people is set at step [121]. Corresponding transmission / reception information is set.

  Next, the information set in step [122] is acquired, and the survey item level is set according to the survey form database 18 in step [123]. In step [124], the presence / absence of a corresponding level is determined. When the corresponding level exists (Y), the survey form configuration database 19 is accessed in step [125], and the configuration information corresponding to the level is obtained in step [126]. In step [127], the position of the question area and the number of questions are set.

  Here, the survey form database 18 is set with a survey level corresponding to the target industry, department, number of persons, survey period, and the like, and the survey form configuration database 19 is set with a survey form configuration corresponding to the survey level. Yes. These databases 18 and 19 are generated based on past survey results and the like, and data is accumulated by repeating the survey. Further, when the above setting is performed, or when there is no corresponding level in step [124] (N), the process proceeds to step [128].

  In this step [128], a survey form is generated. Then, the survey form generated in step [129] is stored, and the transmission destination database 17 is accessed in step [130]. Further, at step [131], it is determined whether or not the transmission time is reached. When the transmission time comes (Y) in step [131], the transmission destination information is acquired from the transmission destination database 17 in step [132], and the survey form is transmitted to the transmission destination in step [133].

  Further, in step [134], it is determined whether or not all transmissions have been transmitted. If not transmitted (N), the process returns to step [132] and transmission is continued. When all transmissions have been transmitted in step [134] (Y), update processing of the transmission destination database 17 is performed in step [135], and the process ends (end).

  In this manner, a necessary survey form is generated based on the input survey target, and the generated survey form is transmitted to a necessary transmission destination. An answer is returned to the sent survey form. The questionnaire survey analysis system, method, apparatus, and program according to the present invention are configured as follows with respect to the returned survey responses.

  Hereinafter, the present invention will be described with reference to the drawings. FIG. 1 is a block diagram showing a block configuration of an embodiment of a network system to which a questionnaire survey analysis system, method, apparatus and program according to the present invention are applied. In the description of FIG. 1, the same reference numerals are given to the portions common to the above-described FIG.

  In FIG. 1, a web server 1 serving as the basis of a questionnaire survey analysis system includes a terminal device (requester terminal 3) such as a purchaser (requester) of a customer company who requested a survey through a network 2 such as the Internet, and for example. It is connected to each terminal device 41, 42,. The web server 1, the network 2, the client terminal 3, and the terminal devices 41, 42,... 4n are the same as those in FIG. Further, the web server 1 is also connected to terminal devices 51, 52,.

  Here, for example, the following configuration is provided in the web server 1 in addition to the configuration of FIG. In addition, illustration of the means which overlaps with FIG. 3 is omitted. That is, the web server 1 stores survey response input means 21 for receiving information related to survey responses (contract name, contract time, contract relationship, target department, etc.), and stores the received survey responses in association with transmission history and information regarding responses. Survey response storage means 22 is provided.

  Further, the survey response analysis means 23 for analyzing the corresponding relationship of the keyword for each question area stored in the keyword database 26 with respect to the stored survey response, and the presence / absence of customer response and in-house response is determined according to the analyzed result. And a response processing unit 25 for processing customer response (appreciation / apology communication, result, etc.) and in-house response (response department communication / arrangement, etc.) according to the determination result.

  Note that the above-described customer service includes sending mail to the client terminal 3 and the terminal devices 41, 42,. Further, in-house correspondence is performed by sending mail to the terminal devices 51, 52,. The contents of customer correspondence and in-house correspondence are stored and stored in the correspondence database 27, respectively.

  Further, a specific processing operation will be described with reference to FIG. That is, FIG. 2 shows a flowchart of the questionnaire survey analysis process. In FIG. 2, when the process is started, first, survey response information is received in step [1], the sender and survey form are identified in step [2], and identified in step [3]. The survey form is stored.

  In step [4], each question area of the survey form is identified, and in steps [5] to [7], it is determined which of the first to third question areas. If it is the first question area (Y) in step [5], the given information is determined in step [8]. In the case of the second question area in step [6] (Y), the target keyword is extracted in step [9]. Furthermore, when it is the third question area in step [7] (Y), the given information is determined in step [10].

  In response to the determinations of these steps [8] to [10], customer and in-house correspondence information is set in step [11]. In addition, when it is not any of the 1st-3rd question area by step [5]-[7] (N), step [8]-[11] are skipped. In step [12], it is determined whether or not the setting has been completed. If not completed (N), the process returns to step [5] and the process is repeated.

  Further, in step [13], correspondence is determined according to the setting information. In step [14], the correspondence database 27 is accessed, and in step [15], customer and in-house correspondence information is acquired. In step [16], related information such as a reply destination, time, and report destination is set. The correspondence database 27 accessed in step [14] stores various correspondence procedures and the like as shown in FIG.

  In step [17], the corresponding time is determined. Here, a determination is made for time 1 and time 2 in the correspondence database 27, and it is first determined in step [18] whether or not it is time 1. If it is not time 1 (N), the process returns to step [17]. Further, when it is time 1 (Y), it is determined whether or not it has been handled in step [19], and when it has not been handled (N), the handling process set in step [20] is performed, and step [19] is executed. 21], the department in charge is notified, and the correspondence information implemented in step [22] is updated.

  Further, when the processing of these steps [20] to [22] is performed and when it is already dealt with in step [19] (Y), the update results are summarized in step [23]. Then, in step [24], it is determined whether or not all correspondence is completed. If not all correspondence is completed (N) is returned to step [19]. When all of them have been handled (Y), it is determined whether or not it is time 2 in step [25], and when it is not time 2 (N), the process returns to step [19].

  Then, at time [2] in step [25] (Y), it is determined whether or not correspondence has been made in step [26], and when not correspondence (N), update result information is obtained in step [27]. In step [28], the report destination is set and the corresponding process is performed, and the corresponding information updated in step [29] is updated.

  Further, when these steps [27] to [29] are performed and when [Y] is completed in step [26], it is determined whether or not all the steps are completed in step [30]. If not, (N) returns to step [26]. When all the processes have been completed (Y), the process is completed (ended). In this way, the received survey response is analyzed by the keyword, and the customer response and the in-house response are determined according to the analysis result, and the response based on the determination is performed.

  That is, as the overall processing in the above-described embodiment, first, as the procedure (a) of the processing step 0 (preliminary preparation work), information on the survey agreement (contract timing, contract relationship, target department / target person selection, target number / Time period, survey target items, etc.). This may be configured such that, for example, the survey form is determined in accordance with the business scale to be investigated, the business form, the contract status, and the like.

  Next, as a procedure (b) of processing step 1, a corresponding sample survey form is generated based on the survey agreement information as shown in FIG. 6A set in the survey agreement database 16 (or, for example, FIG. 6). The corresponding sample survey form template is extracted from the survey form database 17 as shown in FIG. Here, the survey form is generated by setting (1) question items, (2) number of items, (3) free entry column (free comment), and the like.

The survey form also includes
(1) First question area: General questions (low importance) → 7 to 8 questions (2) Second question area ... Free entry column (high importance) → 1 to 2 questions (three) ) Third question area: Presence / absence of contact (medium importance) → 1 question, (2) related question areas are provided.

  Here, in this embodiment, the survey form includes a plurality of questions and free entry fields, but these are forms of a question area important for post-processing or a weight suitable for the post-survey. A question area is set. Thereby, for example, a survey form as shown in FIG. 8 is formed. Further, the configurations (order) of (1) to (3) may be configured such that (1) is positioned at the end of the sample survey form according to the survey form and survey status. Alternatively, the sample survey form may include any one of (1) to (3).

  Further, as the procedure (b ′), in the creation in the procedure (b), first, information on the survey agreement input in the procedure (a), second, each question area selected and set by the creator of the survey form, 3. Determine the number of question items set in each question area. For this determination, for example, a survey form configuration database 18 as shown in FIG. Depending on the result, if the number of question items in each question area is equal to or greater than a predetermined number, resetting is performed, and a sample survey form is generated so that the number of question items in each question area is equal to or less than the predetermined number. .

  That is, when the number of question items in each question area is less than or equal to the predetermined number, as the procedure (c), it is generated or extracted in the procedure (b) based on the information regarding the survey agreement input in the procedure (a). Comments (notes / confirmations, etc.) applicable to the sample survey form are extracted from a comment database (not shown), and the extracted comments are added to the sample survey form.

  Further, as the procedure (d), the transmission and reply periods are calculated according to the information regarding the survey agreement input in the procedure (a) and the notes / confirmations extracted in the procedure (c). Set to the corresponding sample survey form. Here, the size of the survey target is determined by the number of subjects (small <the size of the survey (number of subjects) <large). Further, the degree of busyness of the department to be surveyed is determined according to the business contents of each department of the customer (small <department busyness (business plan) <high). As a result, the time of transmission (early <time of transmission (year / month / day) <late) is determined in accordance with the “survey scale” and “department busyness”, and the reply period (short <reply period (week, (Month) <long) is determined according to “survey scale” and “department busyness”.

  Further, as the procedure (e), a transmission destination to be surveyed is selected from the information regarding the survey agreement (target department and target number of persons) input in the procedure (a). Here, the e-mail address may be obtained in advance in a predetermined file format such as Excel and stored in the transmission destination database 17 as shown in FIG. 6D, for example. In this case, the timing for obtaining the e-mail address is the time when the procedure (a) is input. Then, as the procedure (f), the sample survey form set in the procedure (d) is transmitted as a survey form based on the transmission destination and the transmission time of the survey subject selected in the procedure (e).

  Further, as a procedure (g), an answer survey form from each respondent is received according to the result of the survey form transmission in the procedure (f), and it is stored in the answer information database. The stored answer information is subdivided in each question area, and the entry information input to each question area is analyzed according to the importance set in each question area.

Here, the first to third question areas are provided in the survey form as described above, and the following analysis is performed on these question areas.
(1) First question area: General questions (low importance) → Analysis of selection items.
(2) Second question area: Free entry field (High importance) → Phrase judgment by keyword DB.
(3) Third question area: presence / absence of contact (medium importance) → determination of presence / absence of corresponding action.

  Further, as the procedure (h), as a result of the analysis in the procedure (g), what kind of request is made from the answer statuses of the second question area and the third question area is shown in FIG. Extracted from the corresponding action information included in the keyword database 26, for example, as shown in Table 1, an adaptive action is performed within a predetermined period.

  Further, as the procedure (i), the contents of the procedures (g) and (h) are totaled and notified to each answer destination set in the procedure (a). In other words, the survey results report is created and sent to the department in charge of the survey destination (customer's purchasing staff, etc.). Here, although it is normally answered to the respondent, in this embodiment, it is different in that it is a person in charge of purchase or a general manager. That is, it becomes possible for the purchaser to grasp the problem in the field by replying to the purchaser of the device, not the operator of the device. This creates a continuous customer relationship.

  Furthermore, as procedure (j), if it is determined that the contents of procedures (g) and (h) are summarized and information about the department in the company (requesting company) is described in the second question area, Create reports and send in-house survey results. Further, such correspondence is stored in the correspondence database 27 as shown in FIG.

  The overall processing flow in this embodiment is shown in FIG. That is, in FIG. 9, for example, a survey agreement (b) is made between the account sales person 110 and the purchasing person 111 of the customer company. As a result, the purchaser 111 provides necessary data (b) of the person in charge of purchase to the project team 112 through the account salesperson 110. As a result, the project team member 112 creates a survey form and transmits a satisfaction survey request mail (c) to the equipment operator (respondent) 102 at the office.

  The response (d) from the person in charge 102 at this establishment is collected in the web server 103, and dissatisfied information (e) is extracted from the collected data by keyword search or the like. Provided directly to the complaint handling route 101. Further, the collected data (survey result data) (f) collected in the database 103 is provided to the project team 112 for analysis, and the analysis result is fed back to the purchasing staff 111 of the customer company.

  As a result, the complaint handling route 101 of the sales company can quickly respond (h) to the request / dissatisfaction etc. of the equipment operator 102 of the business office and appropriately respond to the equipment operator 102 of the business office. By telling the purchasing department 111 of the customer company that the company is doing this, it will lead to the conclusion (re) of the contract such as repurchasing or contract extension.

  The project team 112 and the complaint handling route 101 are managed by the top 104 of the sales company. By involving the top in this way, it becomes possible to take action at the management level. Further, the data collected by the project team 112 is fed back to the related departments and various processes are improved.

  Thus, according to the above-described embodiment, information related to the survey response is received and stored, the corresponding relationship of the keyword for each question answer area stored in the keyword database is analyzed with respect to the stored survey response, and the analyzed result By determining whether there is a customer response or an in-house response according to the situation, customer dissatisfaction can be grasped at an early stage in the form of a questionnaire survey, and a prompt response (A) can be taken. It is also used for process improvement (B).

  As a result, according to the present invention, the conventional apparatus cannot grasp customer's dissatisfaction at an early stage in the form of questionnaire survey, and it is difficult to take a quick response. The point can be easily eliminated.

  That is, according to the questionnaire survey analysis system, method, apparatus, and program described above, the answer from the operator is centered on a free entry field (free answer), so until the problem becomes large and it develops into a complaint. It becomes possible to grasp the customer dissatisfaction that was not understood at a small stage. Moreover, even if the operator (respondent) is quickly responded and satisfied, it does not necessarily lead to repurchase. Therefore, re-purchasing and contract extension are not made until the purchaser is informed that the operator is responding appropriately.

  Thus, according to the above-described questionnaire survey analysis system, the terminal device and the server device are connected through the network, and the server device has a survey response input means for receiving information related to the survey response, and the received survey response regarding the transmission history and response. Survey response storage means for storing the information in association with information, survey response analysis means for analyzing the corresponding relationship of the keywords for each question answer area stored in the keyword database with respect to the stored survey responses, and the analysis results In response to customer response and in-house response, and response processing means to handle customer response and in-house response according to the determination result, customer dissatisfaction in the form of questionnaire survey We can grasp at stage and can take quick action.

  In addition, according to the above-described questionnaire survey analysis method, information on survey responses is received, the received survey responses are stored in association with the transmission history and information on responses, and the stored survey responses are stored in the keyword database. By analyzing the corresponding relationship of keywords for each question answering area, determining the presence or absence of customer response and internal response according to the analyzed result, and processing the customer response and internal response according to the determination result, In the form of a survey, we can grasp customer complaints at an early stage and take prompt action.

  Further, according to the above-mentioned questionnaire survey analysis device, the survey response input means for receiving information related to the survey responses, the survey response storage means for storing the received survey responses in association with the transmission history and the information related to the responses, and the stored Survey response analysis means for analyzing the corresponding relation of keywords for each question answer area stored in the keyword database with respect to the survey responses, and correspondence determination means for determining whether there is a customer response and an internal response according to the analyzed result , By providing a response processing means to handle customer response and internal response according to the judgment result, it is possible to grasp customer's dissatisfaction at an early stage in the form of questionnaire survey and take quick response .

  In addition, according to the above-described questionnaire survey analysis program, a program used in a system in which a terminal device and a server device are connected through a network, the step of receiving information related to survey responses, and the transmission history of received survey responses And a step of storing the information related to the answer in association with each other, a step of analyzing the corresponding relationship of the keyword for each question answer area stored in the keyword database with respect to the stored survey response, and the customer according to the analyzed result Steps to determine whether there is a response and internal response and a step to handle customer response and internal response according to the determination result are provided so that customer dissatisfaction can be grasped at an early stage in the form of a questionnaire survey. It can take action.

  The present invention is not limited to the above-described embodiment, and various modifications can be made without departing from the spirit of the present invention.

It is a block diagram which shows the block configuration of one Embodiment of the network system to which the questionnaire survey analysis system, method, apparatus, and program by this invention are applied. It is a flowchart figure for description of the operation. 1 is a configuration diagram showing a block configuration of an embodiment of a network system to which a questionnaire survey analysis system, method, apparatus, and program as a premise of the present invention are applied. It is a flowchart figure for description of the operation. It is a flowchart figure for description of the operation. It is a figure which shows the structure of the database for the description. It is a figure which shows the structure of the database for the description. It is a figure which shows an example of the survey form for the description. It is a figure which shows the whole flow for the description.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 1 ... Web server, 2 ... Network, 3 ... Requester terminal, 41, 42 ... 4n ... Terminal device of equipment operator, 51, 52 ... 5m ... Terminal device of corresponding department, 16 ... Survey agreement database, 17 ... Destination database, 18 ... survey form database, 19 ... survey form configuration database, 21 ... survey response input means, 22 ... survey response storage means, 23 ... analysis means such as a survey meeting, 24 ... correspondence determination means, 25 ... correspondence processing Means 26 ... Keyword database 27 ... Corresponding database 31 ... Operator database

Claims (20)

A terminal device and a server device are connected through a network,
In the server device,
Survey response input means for receiving information on survey responses;
A survey response storage means for storing the received survey response in association with the transmission history and information about the response;
Survey response analysis means for analyzing the corresponding relationship of keywords for each question answer area stored in the keyword database with respect to the stored survey responses;
Correspondence determination means for determining the presence or absence of customer correspondence and in-house correspondence according to the analyzed result;
A questionnaire survey analysis system characterized in that correspondence processing means for processing customer correspondence and in-house correspondence according to the determination result is provided. In the questionnaire survey analysis system according to claim 1,
In the question answer area of the survey answer, there are a first area where a general question is asked, a second area where free entry is possible, and a question about whether or not there is a response request for an entry in the second area. A questionnaire survey analysis system characterized by having three areas. In the questionnaire survey analysis system according to claim 2,
In the first to third areas, a question to be judged having a different weight is provided for each area. In the questionnaire survey analysis system according to claim 2,
The questionnaire survey analysis system characterized in that the analysis of the corresponding relationship with the keyword stored in the keyword database is performed for the second area enabling the free entry. In the questionnaire survey analysis system according to claim 1,
The response processing includes determination of the processing content and timing for each of the customer response and the internal response. Accept information about survey responses,
Storing the accepted survey response in association with the transmission history and information about the response;
Analyzing the corresponding relationship of keywords for each question answer area stored in the keyword database with respect to the stored survey answers,
According to the analyzed result, it is determined whether there is customer service and internal service,
A questionnaire survey analysis method characterized by processing customer response and internal response according to the determination result. The questionnaire survey analysis method according to claim 6,
In the question answer area of the survey answer, there are a first area where a general question is asked, a second area where free entry is possible, and a question about whether or not there is a response request for an entry in the second area. 3. A questionnaire survey analysis method characterized by having three areas. In the questionnaire survey analysis method according to claim 7,
In the first to third areas, a question to be judged having a different weight is provided for each area. In the questionnaire survey analysis method according to claim 7,
The questionnaire survey analysis method, wherein the analysis of the corresponding relationship with the keyword stored in the keyword database is performed for the second area enabling the free entry. The questionnaire survey analysis method according to claim 6,
The response processing includes determining the processing content and timing for each of the customer response and the internal response. Survey response input means for receiving information on survey responses;
A survey response storage means for storing the received survey response in association with the transmission history and information about the response;
Survey response analysis means for analyzing the corresponding relationship of keywords for each question answer area stored in the keyword database with respect to the stored survey responses;
Correspondence determination means for determining the presence or absence of customer correspondence and in-house correspondence according to the analyzed result;
A questionnaire survey analysis device, characterized in that correspondence processing means for processing customer correspondence and in-house correspondence according to the determination result is provided. In the questionnaire survey analysis system according to claim 11,
In the question answer area of the survey answer, there are a first area where a general question is asked, a second area where free entry is possible, and a question about whether or not there is a response request for an entry in the second area. A questionnaire survey analyzer characterized by having three areas. In the questionnaire survey analysis device according to claim 12,
In the first to third areas, a question to be judged having a different weight is provided for each area. In the questionnaire survey analysis device according to claim 12,
The questionnaire survey analysis device characterized in that the analysis of the corresponding relationship with the keyword stored in the keyword database is performed for the second area enabling the free entry. In the questionnaire survey analysis device according to claim 11,
The response processing includes determination of processing content and timing for each of the customer response and the in-house response. A questionnaire survey analysis program used in a system in which a terminal device and a server device are connected through a network,
Receiving information about survey responses;
Storing the accepted survey response in association with the transmission history and information about the response;
Analyzing the corresponding relationship of keywords for each question answer area stored in a keyword database with respect to the stored survey answers;
Determining the presence or absence of customer service and in-house service according to the analyzed results;
A questionnaire survey analysis program comprising a step of processing customer service and in-house service according to the determination result. In the questionnaire survey analysis program according to claim 16,
In the question answer area of the survey answer, there are a first area where a general question is asked, a second area where free entry is possible, and a question about whether or not there is a response request for an entry in the second area. A questionnaire survey analysis program characterized by having three areas. In the questionnaire survey analysis program according to claim 17,
In the first to third areas, a question to be judged with different weights is provided for each area. In the questionnaire survey analysis program according to claim 17,
The questionnaire survey analysis program characterized in that the analysis of the corresponding relationship with the keyword stored in the keyword database is performed for the second area enabling the free entry. In the questionnaire survey analysis program according to claim 16,
The response processing includes determination of the processing content and timing for each of the customer response and the in-house response.

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