JP2007156762A - Customer satisfaction tabulation system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer satisfaction tabulation system which performs collection and tabulation of information about customer satisfaction to a store and enables both the store and the customer to effectively utilize this tabulated and created tabulation information. <P>SOLUTION: In the customer satisfaction tabulation system in this embodiment, when CS data is transmitted from mobile terminals 1-6, a collection server 14 extracts these collected CS data for each store ID and tabulates them based on various kinds of categories, and performs processing to compute a total value, a mean, etc. of satisfaction in the various kinds of categories. On the basis of the CS data for every store ID tabulated, the CS data stored in an external storage 26 is updated, to perform processing to transmit it to each store, to update a web site 17, and to transmit store information to customer's mobile terminals 1-6. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a customer satisfaction totaling system including a store terminal that transmits information related to customer satisfaction with a store via a network to a server installed on the network.

  Conventionally, as a technique for collecting customer satisfaction for a store that sells products, for example, an information collection subsystem 10 that performs aggregation processing of customer inquiry information, and this information collection subsystem 10 A restaurant information system provided with a customer terminal 30 connected via a communication line is known.

  In this restaurant information system, the information collection subsystem 10 displays the questionnaire question information on the customer terminal 30, receives an answer input to the questionnaire question from the customer terminal 30, and uses the questionnaire response data input to the customer terminal 30 as the customer terminal. Proposals have been proposed in which a predetermined privilege is given to a customer who has sent the information collection system from 30 to the information collection system and answered the questionnaire (see, for example, Patent Document 1).

JP 2003-76907 A

  However, in the restaurant information system described above, the satisfaction of each store can be collected, and the total data created by collecting them is confirmed by an administrator who operates the information collection subsystem 10 and the like. However, the employees of each store are not satisfied with their own store customers, or the aggregate data There was a problem that it was not possible to solve questions such as whether the store was in a good state compared to other stores or whether the results were good.

  For this reason, even if total data was created, it could not be used effectively. There was also a problem that information could not be provided to customers.

  The present invention has been made in view of the above problems, and the purpose of the present invention is to collect and collect information related to customer satisfaction with the store, and to collect the total information created and calculated. -An object is to provide a customer satisfaction totaling system that can be used effectively by both customers.

In order to solve the above problems, the present invention provides a server installed on a network capable of transmitting and receiving information, and a store that transmits information about customer satisfaction with the store to the server via the network. In the customer satisfaction totalization system equipped with a terminal,
The store terminal
Satisfaction transmission means for transmitting satisfaction information about customer satisfaction to a store input from the outside to the server;
Aggregation information receiving means for receiving the aggregation information of customer satisfaction transmitted from the server,
The server
In response to the satisfaction level information being transmitted by the satisfaction level transmission means, privilege transmission means for transmitting privilege information for giving a privilege to a customer to the store terminal;
Based on the satisfaction level information transmitted by the satisfaction level transmission unit, a total generation unit that generates total information that totals a plurality of satisfaction level information;
Aggregation publication means for publishing the aggregation information created by the aggregation creation means to be viewable on the network;
And tally transmission means for transmitting the tally information to the store terminal.

According to such an invention, based on the satisfaction information transmitted by the server total creation means and the satisfaction transmission means of the store terminal, the total information obtained by totaling a plurality of satisfaction information is created,
The summary disclosure means publishes the summary information created by the summary creation means so that it can be viewed on the network, and the summary transmission means sends the summary information to the store terminal. It is possible to review the response to the customer, the service, the state in the store, the quality of the product, etc. by checking the status of satisfaction of the store with reference to the total information published or transmitted. Moreover, since privilege transmission means transmits the privilege information for granting a privilege to a customer to the store terminal in response to the satisfaction level information being transmitted by the satisfaction level transmission unit, the privilege information from the store terminal A privilege can be given to a customer, and improvement of service in a store can be aimed at.

In addition, in the above customer satisfaction totalization system,
The server
Store storage means for storing store information relating to the store where the store terminal is installed;
Store search means for searching store information stored by the store storage means based on desired condition information about desired conditions related to a customer's store included in the satisfaction information by the satisfaction transmission means;
Store information searched by the store search means, store transmission means for transmitting to the store terminal corresponding to the store information,
The store terminal
You may provide the output means which outputs the shop information transmitted by the said shop transmission means outside.

  According to such an invention, the store information stored in the store storage unit is stored on the basis of the desired condition information about the desired condition regarding the customer's store included in the satisfaction level information by the satisfaction level transmitting unit. The store information retrieved by the store transmitting means is transmitted to the store terminal corresponding to the store information, and the store information transmitted by the store transmitting means is output to the outside by the output means of the store terminal. Therefore, the customer can refer to the store information output to the outside, and can purchase a product corresponding to his / her desired condition and use it effectively.

In the above customer satisfaction summary system,
The privilege information that the privilege transmitting means transmits to the store terminal may include information related to discount coupons for products in the store where the store terminal is installed. According to such an invention, the discount coupon of goods can be provided to the customer by the privilege information transmitted to the store terminal, the improvement of service can be realized, and the customer's willingness to purchase can be increased.

In addition, in the above customer satisfaction totalization system,
The output means provided in the store terminal is
It is good also as outputting the advertising information regarding the store where the said store terminal was installed with the store information transmitted by the said store transmission means. According to such an invention, the store information output to the outside can be provided to the customer and the advertisement information can be provided to advertise the product in the store.

  According to the customer satisfaction totalization system according to the present invention, it is possible to collect and aggregate information related to customer satisfaction with a store, and the total information created and compiled can be used effectively by both the store and the customer. The effect of becoming is obtained.

  Hereinafter, the best mode when implementing the customer satisfaction totalization system according to the present invention will be described in detail with reference to the drawings. FIG. 1 is an explanatory diagram showing the overall configuration of the customer satisfaction totaling system in the present embodiment. As shown in FIG. 1, the customer satisfaction totalization system includes a mobile terminal 1 through which a customer who enters a variety of stores such as restaurants, coffee shops, merchandise stores, etc., performs information and data input operations. 6, store terminals 11 to 13 installed in a store that performs processing for transmitting information and data input by these portable terminals 1 to 6 through the Internet 15, and store terminals 11 to 11 through the Internet 15. 13 is provided with a collection server 14 that collects information and data transmitted from 13 and a home page 17 that publishes data collected by the collection server 14 and subjected to aggregation processing so as to be viewable.

  The mobile terminals 1 to 6 are connected so that information and data can be transmitted and received from the outside of the store terminals 11 to 13, and the satisfaction information related to customer satisfaction with respect to various stores input by customer operations is stored in the store terminal 11. ˜13. Moreover, it is possible to display information and data output to the outside from the store terminals 11 to 13 on a display means such as a display. Examples of the mobile terminals 1 to 6 include a mobile phone, a notebook computer, and a PDA having a mobile function capable of inputting information and data.

  FIG. 3 is a block diagram illustrating a detailed configuration of the store terminals 11 to 13. The store terminals 11 to 13 include a keyboard 301 and a mouse 302 for inputting information such as characters and symbols, a line connection unit 303 for transmitting and receiving information and data via the Internet 15, and an external mobile terminal 1. ˜6, an infrared communication connection unit 304 for transmitting / receiving information, a Bluetooth connection unit 305, a wireless LAN connection unit 306, a monitor 307 for displaying information and data, and various functions are realized by executing programs. The CPU 308 includes a storage device 309 that stores various programs, and an external storage device 310 that is connected to the outside so as to be able to read information.

  The keyboard 301 and the mouse 302 are used in an input operation of information unique to the store such as the sales amount and purchase amount of the store where the store terminals 11 to 13 to be stored in the external storage device 310 are installed.

  The storage device 309 stores programs for realizing various functions by being executed by the CPU 308, and the functions realized by the program are satisfaction data (hereinafter referred to as CS data) regarding customer satisfaction with the store. CS data transmission / reception unit 3091 that transmits / receives data to / from the collection server 14 via the Internet 15, and is connected to the outside via various interfaces such as an infrared communication connection unit 304, a Bluetooth connection unit 305, and a wireless LAN connection unit 306. Various interface transmission / reception units 3092 for transmitting / receiving information and data to / from the portable terminals 1 to 6; a store-specific information update unit 3093 for updating the store-specific information 3101 such as the sales amount and purchase price stored in the external storage device 310; The CS data and the store-specific information 3 that have been aggregated by the collection server 14 It is constituted by 01 and the CS data reference section 3094 to perform processing to compare against.

  FIG. 2 is a block diagram showing a detailed configuration of the collection server 14. The collection server 14 includes a keyboard 21 and a mouse 22 for inputting information such as characters and symbols, a line connection unit 23 for transmitting and receiving information and data via the Internet 15, and a monitor for displaying information and data. 24, a CPU 25 that realizes various functions by executing programs, an external storage device 26 that is externally connected to be able to read information, and a storage device 27 that stores various programs.

  The external storage device 26 is a table in which an ID is assigned to each area of municipalities in each prefecture in Japan, and is used to create an area-specific ranking obtained by tabulating CS data, which will be described later. And a table in which IDs are assigned to various types of business performed by the stores where the store terminals 11 to 13 are installed, and is used for the creation of industry-specific rankings that are tabulated from the CS data described below. 262, a table in which an ID is assigned to each customer using the customer satisfaction totaling system according to the present embodiment, and a customer information table 263 used at the time of store information transmission processing described later, and the customer according to the present embodiment This is an information table for each store that has joined the satisfaction count system. A store information table 264 used in such respective rankings created that total process, and customer satisfaction information table 265 for each rankings aggregate processing CS data to be described later are stored.

  The storage device 27 stores a program for realizing various functions for processing information and data received by the collection server 14 via the Internet 15 by being executed by the CPU 308. The functions realized by the program include a database update unit 271 that performs update / addition / deletion processing of various tables of the area information table 261, the industry information table 262, the customer information table 263, the store information table 264, and the customer satisfaction information table 265. A database search unit 272 that performs a search process for reading out information necessary for the above-described process from various tables of the area information table 261, the industry information table 262, the customer information table 263, the store information table 264, and the customer satisfaction information table 265; The input data analysis unit 273 that analyzes the contents of the CS data received by the collection server 14 via the Internet 15 and the process of transmitting the CS data created by the collection server 14 by performing the aggregation process to the store terminals 11 to 13 are performed. Total data transmission unit 274 and collection server The homepage update unit 275 that performs processing for reflecting the CS data created by the tabulation processing 4 on the homepage 17 every predetermined cycle period, and the mobile terminals 1 to 6 of the customers that are set to receive store information On the other hand, it is comprised by the store information transmission part 276 which performs the process for transmitting the information of the store which satisfy | fills the reception conditions contained in setting content.

  FIG. 4 is an explanatory diagram showing the configuration of the area information table 261. As shown in FIG. 4, the area information table 261 is provided with storage fields for storing an ID 41, a prefecture name 42, and a municipality name 43 for each area, and the municipality name within the prefecture name 42 is provided. The area ID 41 assigned to 43 is stored in association with each other.

  FIG. 5 is an explanatory diagram showing the configuration of the industry information table 262. Storage fields for storing IDs 51 for various types of business and names 52 of various types of business are provided, and the business type IDs 51 assigned to the type of business name 52 are stored in association with each other.

  FIG. 6 is an explanatory diagram showing the configuration of the customer information table 263. ID 61 for each customer, name 62 of each customer, e-mail address 63 of transmission destination when transmitting store information to each customer, presence / absence 64 of store information transmission request, transmission condition 65 when transmitting store information, book A storage field for storing each of the usage counts 66 of the customer satisfaction totaling system of the embodiment is provided, and a customer name 62, an e-mail address 63, store information transmission request 64, a transmission condition 65, and a usage count for each customer. A customer ID 61 assigned to 65 is stored in association with each other.

  FIG. 7 is an explanatory diagram showing the configuration of the store information table 264. A storage field is provided for storing an ID 71 for each store, an ID 72 for each type of industry, a name 73 for each store, an address 74 for each store, and a telephone number 75 for each store. Store ID 71 assigned to name 73, store address 74, and store phone number 75 is stored in association with each other.

  FIG. 8 is an explanatory diagram showing the configuration of the customer satisfaction information table 265. ID 81 for each store, average satisfaction 82 indicating the average value of customer satisfaction of each item to be described later, service satisfaction 83 for each store, taste satisfaction 84 for food at each store, atmosphere in each store Storage fields are provided for storing the satisfaction level 85 of other items in each store, the satisfaction level 87 of the price of food in each store, and the average satisfaction level 82 for each store. Store ID 81 assigned to service satisfaction 83, taste satisfaction 84, atmosphere satisfaction 85, satisfaction 86 in other items, and price satisfaction 87 is stored in association with each other.

  FIG. 10 is an explanatory diagram showing an information registration screen 101 for the customer to use the mobile terminals 1 to 6 to register information about the customer as user information among the information about the satisfaction when using the customer satisfaction totaling system for the first time. It is. The information registration screen 101 includes a field 102 for inputting the customer's name, a field 103 for inputting an e-mail address of a transmission destination when the store information is transmitted to the customer, and the customer stores the store information. A field 104 is provided for inputting setting contents when setting for receiving is desired. The screen information of the information registration screen 101 is stored in the external storage device 26 of the collection server 14.

  The field 104 includes a field 1041 for setting whether or not to receive store information and a field 1042 for setting a first reception condition for receiving store information. Field 10421 for selecting a local prefecture and municipality, field 10422 for selecting a business type of a store to receive, average satisfaction, service satisfaction, and atmosphere satisfaction evaluated at a store to receive In addition, a field 10423 for selecting various satisfaction levels such as a satisfaction level for other items, a field 1042 for setting a second reception condition for receiving store information, and the like are configured.

  FIG. 11 is an explanatory diagram showing a satisfaction input screen 111 for a customer to input CS data using the mobile terminals 1 to 6. On the satisfaction input screen 111, a field 112 for inputting the number of times the customer has entered the store, a field 113 for inputting the customer's satisfaction with the store, and the customer's impression and evaluation of the store are freely described. And a field 114 for input. The screen information of the satisfaction input screen 111 is stored in the external storage device 26 of the collection server 14.

  FIG. 12 is an explanatory diagram showing a special information screen 1201 displaying a coupon ticket 1202 for discounting the price of a store product etc., which is an example of a special information screen as a privilege to be given to a customer. The screen information of the special information screen 1201 is stored in the external storage device 26 of the collection server 14.

  FIG. 14 and FIG. 15 show the summarization processing in which the rankings by region and industry rankings created by collecting CS data and performing the summarization processing, sales data for each store, and satisfaction data are displayed in a graph or the like. It is explanatory drawing which shows the display screen of subsequent CS data.

  Next, the operation of the customer satisfaction aggregation system in the present embodiment will be described in detail with reference to the drawings. First, processing when a customer inputs a satisfaction degree with respect to a store will be described with reference to a flowchart shown in FIG. Connects mobile terminals 1 to 6 owned by customers to store terminals 11 to 13 through various interfaces such as infrared communication connection unit 304, Bluetooth connection unit 305, and wireless LAN connection unit 306 so that information and data can be transmitted and received. Then, when the collection server 14 is accessed from the portable terminals 1 to 6 via the store terminals 11 to 13 and the Internet 15, the collection server 14 counts the customer satisfaction transmitted from the portable terminals 1 to 6 at the time of this access. The system usage frequency information is referenced to determine whether it is new, that is, the first time or the second time or later (901). If it is the second time or later, the processing of step 905 is executed.

  Next, when the usage count information is the first time, the collection server 14 prompts the portable terminals 1 to 6 to input user information out of the information related to the satisfaction level and the information registration screen shown in FIG. 101 screen information is transmitted (902).

  Next, the collection server 14 inputs the name of the customer input by the customer according to the information registration screen 101, the e-mail address of the transmission destination when the store information is transmitted to the customer, and the customer wishes to receive the store information. When the user information such as the setting contents is transmitted from the portable terminals 1 to 6, a new user ID and password are issued to the customer, and these user ID and password are transmitted to the portable terminals 1 to 6 ( 903).

  Next, the collection server 14 performs a process of updating the customer information table 263 shown in FIG. 6 using the newly issued user ID and password and the user information transmitted from the portable terminals 1 to 6 (904). The newly issued user ID and password are associated with the user information and added and stored in the customer information table 263. Then, the process of step 905 is executed.

  Next, the collection server 14 transmits information that prompts the portable terminals 1 to 6 to input a user ID and a password when the usage count information is the second time or later (905).

  Next, when the user ID and password input by the customer are transmitted from the portable terminals 1 to 6, the collection server 14 performs a process of checking based on the transmitted user ID and password (906). The customer information table 263 is searched to determine whether there is user information associated with the transmitted user ID and password. If it does not exist (NG in 906), the processing in step 905 is executed again.

  Next, when the collection server 14 exists (OK in 906), the collection server 14 transmits information that prompts the user to select either an input operation regarding the desire to receive store information or an input operation of customer satisfaction data (907). ).

  Next, when information indicating that an input operation related to the store information reception request is selected is transmitted from the mobile terminals 1 to 6, the collection server 14 stores the customer among the information regarding the satisfaction in FIG. The screen information of the display screen displaying the field 104 for inputting the information of the setting contents when making the setting for receiving information is transmitted to the portable terminals 1 to 6 (908).

  Next, the collection server 14 inputs whether or not the store information is desired to be received according to the display screen by the customer, the prefectural and municipalities in the region of the store where the store information is desired to be received, the type of business of the store that is desired to be received, and the reception. When the contents of the setting for receiving store information such as various average satisfaction ratings evaluated at the desired store are transmitted from the mobile terminals 1 to 6, it is determined whether or not the contents of this setting are appropriately input. Processing for checking is performed (909). For example, a process for determining whether or not the information in the first reception condition in the field 1041 has been input in accordance with the input of information indicating that reception is desired in the field 1041 is performed. If it is not input properly (NG in 909), the processing in step 908 is executed again.

  Next, the collection server 14 performs a process of updating the customer information table 263 shown in FIG. 6 (910) when it is appropriately input (OK in 909). A process of changing and storing the user information in the customer information table 263 associated with the transmitted user ID and password according to the content of the setting for receiving the store information transmitted from the mobile terminals 1 to 6 Do. Then, the process ends.

  Further, the collection server 14 inputs the CS data in FIG. 11 among the information regarding the satisfaction when the information for selecting the input operation of the customer satisfaction data is transmitted from the portable terminals 1 to 6. The screen information of the satisfaction input screen 111 is transmitted to the portable terminals 1 to 6 (911).

  Next, the collection server 14 carries CS data such as the number of times the customer has entered the store, the customer's satisfaction with the store, and the customer's impressions and evaluations with respect to the store, entered by the customer according to the satisfaction input screen 111. When transmitted from the terminals 1 to 6 via the store terminals 11 to 13 and the Internet 15, a process of checking whether or not the CS data is appropriately input is performed (912). For example, processing for determining whether or not customer satisfaction information for a store in the field 113 has been input is performed. If not properly input (NG of 912), the process of step 911 is executed again.

  Next, the collection server 14 displays the screen information of the special information screen 1201 for granting a privilege such as a coupon as shown in FIG. To -6 (913).

  Next, the collection server 14 performs a process of updating the customer information table 263 shown in FIG. 6 and the customer satisfaction information table 265 shown in FIG. 8 (914). This update process will be described in detail later. Then, the process ends.

  Subsequently, the totaling process of CS data in the process of updating the customer information table 263 and the customer satisfaction information table 265 in step 914 will be described in detail with reference to the flowchart shown in FIG. The CS data aggregation process is executed at a predetermined periodic interval such as weekly or monthly. First, in step 912, the collection server 14 performs the process of determining and separately extracting the CS data that has been subjected to the process of checking whether or not the input is properly performed for each store ID, and extracting each store ID Each CS data is divided into various categories such as service satisfaction, taste satisfaction, atmosphere satisfaction, etc., and the total value, average value, etc. of satisfaction in each category are calculated, and total information A process of creating CS data including the data is performed (131). FIG. 14 is an explanatory diagram showing a state in which average values of satisfaction levels in various categories for each store ID are displayed in order from the highest numerical value. FIG. 15 is an explanatory diagram showing a state in which sales data and average satisfaction are aggregated for each store ID and displayed on a graph.

  Next, the collection server 14 performs CS processing in the customer information table 263 shown in FIG. 6 and the customer satisfaction information table 265 shown in FIG. Data is updated and stored (132).

  Next, when transmitting the CS data after the aggregation processing to each store, the collection server 14 stores the store ID of each store from the store information table 264 illustrated in FIG. 13 is read out, and the CS data corresponding to the read store ID is read from the external storage device 26 based on the read mail address (138). Then, the process ends.

  Next, when the collection server 14 updates the home page 17 displaying the CS data after the aggregation processing, the CS data of the home page 17 as shown in FIGS. Is updated for each store ID based on the CS data in the customer information table 263 and the customer satisfaction information table 265 (137). Then, the process ends.

  Next, when transmitting store information to the customer's mobile terminals 1 to 6, the collection server 14 performs processing for acquiring store information transmission conditions (133). Processing for reading out information of setting contents when a customer wishes to receive store information as a transmission condition 65 associated with each customer ID 61 from the customer information table 263 shown in FIG. .

  Next, the collection server 14 stores, for each customer ID 61, the store information table 264 shown in FIG. 7 and the customer satisfaction information shown in FIG. 8 based on the information of the setting contents when the customer wants to receive the store information. The table 265 is searched, and processing for searching for the store IDs 71 and 81 that match the satisfaction of the designated service, atmosphere, average score, etc. is performed within the area designated by the transmission condition of this setting content (134). ).

  Next, as a result of the search processing in step 134, the collection server 14 has store IDs 71 and 81 that match the transmission condition 65 of the setting contents when the customer desires to receive store information, and has searched for (YES in 135), as store information related to stores associated with the store IDs 71 and 81 from the store information table 264 and the customer satisfaction information table 265, an industry ID 72, an industry 52 corresponding to the industry ID 72, a store name 73, Information such as address 74, telephone number 75, average satisfaction 82, service satisfaction 83, taste satisfaction 84, atmosphere satisfaction 85, satisfaction of other items 86, price satisfaction 87, etc. are read and set. The read store information is transmitted to the e-mail address 63 associated with the customer ID 61 of the content (136). Then, the process ends. If there is no store ID 71 or 81 that matches the transmission condition 65 of the setting contents when the customer wants to receive store information as a result of the search process in step 134 (NO in 135), the process ends. To do.

  And a customer receives these store information transmitted with respect to the e-mail address 63 by the portable terminals 1-6 via the internet 15, the store terminals 11-13, and displays them on a display means, and these stores Check the contents of the information. These store information can be used as a reference when visiting a store or selecting a store to enter.

  As described above, in the customer satisfaction aggregation system according to the present embodiment, the collection server 14 carries the CS data such as the number of times the customer has entered the store, the customer satisfaction with the store, and the customer's impression and evaluation with respect to the store. When transmitted from the terminals 1 to 6, the CS data collected from these portable terminals 1 to 6 is extracted for each store ID, aggregated into various categories, and total satisfaction in various categories A process of calculating a value, an average value, etc. is performed. Processing for updating the customer information table 263 and the customer satisfaction information table 265 is performed. Based on the CS data for each store ID that has been subjected to tabulation processing in this way, the CS data at the time of the previous tabulation processing stored in the external storage device 26 is updated and transmitted to each store. And performing a process of updating the homepage 17 and transmitting store information to the mobile terminals 1 to 6 of the customer.

  For this reason, the satisfaction data collected from the mobile terminals 1 to 6 of the customer, that is, the CS data is tabulated, and the CS data after the tabulation processing is provided to the store terminals 11 to 13 of each store, Compare the CS data after aggregation processing with sales and purchases at each store, or compare it with the satisfaction of other stores, and use it as a reference to improve, analyze, and improve the service and atmosphere at each store It becomes possible to do.

  Moreover, ranking data as shown in FIG. 14 and FIG. 15 is created for each type of business and region, and the ranking data can be disclosed on the Internet homepage 17, or similar data can be acquired at the store terminals 11 to 13. It is possible to refer to these ranking data and CS data in advance before using each store, and to provide effective information as CS data to both stores and customers.

  In addition, when the CS data is transmitted from the mobile terminals 1 to 6, the collection server 14 transmits the screen information of the special information screen 1201 displaying a coupon or the like to the mobile terminals 1 to 6. The transmission operation can be prompted more effectively, and the store terminals 11 to 13 can be prompted to return to the store.

(Other embodiments)
In the above-described embodiment, if there is no store ID 71 or 81 that matches the transmission condition 65 of the setting contents when the customer desires to receive store information as a result of the search processing in step 135, the processing is terminated as it is. However, the present invention is not limited to this, and notification information notifying that there are no store IDs 71 and 81 that match the transmission condition 65 may be transmitted to the email address 63 associated with the customer ID 61.

  The totaling process of the CS data in the process of updating the customer information table 263 and the customer satisfaction information table 265 in step 914 is not limited to the interval pace of a predetermined period, and a predetermined number of CS data such as 10 or 50, 100, etc. It is good also as being performed whenever it transmits from the portable terminals 1-6.

  In the above-described embodiment, the store information transmitted to the e-mail address 63 is received by the mobile terminals 1 to 6 via the Internet 15 and the store terminals 11 to 13 and displayed on the display means. However, when the store terminals 11 to 13 receive the store information via the Internet 15 and transmit it to the mobile terminals 1 to 6, advertising information that advertises products sold at the store where the store terminals 11 to 13 are installed May be attached and transmitted to the mobile terminals 1-6.

It is explanatory drawing which shows the whole structure of the customer satisfaction totalization system in this Embodiment. It is a block diagram which shows the detailed structure of the collection server of the customer satisfaction totalization system in this Embodiment. It is a block diagram which shows the detailed structure of the shop terminal of the customer satisfaction totalization system in this Embodiment. It is a block diagram of the area information table of the customer satisfaction totalization system in this Embodiment. It is a block diagram of the industry information table of the customer satisfaction totalization system in this Embodiment. It is a block diagram of the customer information table of the customer satisfaction totalization system in this Embodiment. It is a block diagram of the store information table of the customer satisfaction totalization system in this Embodiment. It is a block diagram of the customer satisfaction information table of the customer satisfaction totalization system in this Embodiment. It is a flowchart of the customer satisfaction input / store information reception request processing of the customer satisfaction aggregation system in the present embodiment. It is explanatory drawing which shows the customer information registration screen of the customer satisfaction totalization system in this Embodiment. It is explanatory drawing which shows the satisfaction input screen of the customer satisfaction totalization system in this Embodiment. It is explanatory drawing which shows the special information screen of the customer satisfaction totalization system in this Embodiment. It is a flowchart which shows the total process after reception of the satisfaction data of the customer satisfaction total system in this Embodiment. It is explanatory drawing which shows the example of the homepage screen of the satisfaction ranking data of the customer satisfaction totalization system in this Embodiment. It is explanatory drawing which shows the example of the sales data of the customer satisfaction total system in this Embodiment, and the homepage screen of satisfaction data.

Explanation of symbols

1, 2, 3, 4, 5, 6 Mobile terminal device 11, 12, 13 Store terminal 14 Collection server 15 Internet 16 System maintenance management terminal 17 Home page 21, 301 Keyboard 22, 302 Mouse 23, 303 Line connection unit 24, 307 Monitor 25, 308 CPU
26, 310 External storage device 27, 309 Storage device

Claims (4)

In a customer satisfaction totaling system comprising a server installed on a network capable of transmitting and receiving information, and a store terminal that transmits information on customer satisfaction with respect to the store to the server via the network,
The store terminal
Satisfaction transmission means for transmitting satisfaction information about customer satisfaction to a store input from the outside to the server;
Aggregation information receiving means for receiving the aggregation information of customer satisfaction transmitted from the server,
The server
In response to the satisfaction level information being transmitted by the satisfaction level transmission means, privilege transmission means for transmitting privilege information for giving a privilege to a customer to the store terminal;
Based on the satisfaction level information transmitted by the satisfaction level transmission unit, a total generation unit that generates total information that totals a plurality of satisfaction level information;
Aggregation publication means for publishing the aggregation information created by the aggregation creation means to be viewable on the network;
A customer satisfaction total system comprising: a total transmission means for transmitting the total information to the store terminal. In the customer satisfaction totalization system according to claim 1,
The server
Store storage means for storing store information relating to the store where the store terminal is installed;
Store search means for searching store information stored by the store storage means based on desired condition information about desired conditions related to a customer's store included in the satisfaction degree information transmitted by the satisfaction degree transmission means;
Store information searched by the store search means, store transmission means for transmitting to the store terminal corresponding to the store information,
The store terminal
A customer satisfaction totaling system comprising output means for outputting store information transmitted by the store transmitting means to the outside. In the customer satisfaction totalization system according to claim 1,
The customer satisfaction totaling system, wherein the privilege information transmitted by the privilege transmitting means to the store terminal includes information related to discount coupons for products in the store where the store terminal is installed. In the customer satisfaction totalization system according to claim 2,
The output means provided in the store terminal is
A customer satisfaction totaling system for outputting advertisement information about a store where the store terminal is installed together with the store information transmitted by the store transmitting means.

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