JP2011070424A - System and method for collecting information - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To prompt consumers to input complaint and grievance information by presenting response rate and automatically collect the complaint and grievance information for each commodity user, regarding an information collecting system and an information collecting method of collecting the complaint and grievance information from the consumers. <P>SOLUTION: The information collecting system includes: a first input screen; a means which determines the commodity user when input of information indicating the commodity user of a company or specific commodities is accepted from the input column on the first input screen and which determines not the commodity user when the input is not accepted; a second input screen; a means which accepts the input complaint and grievance information when the complaint and grievance information is input from the input column of the second input screen; and a means which associates the accepted complaint and grievance information to the information on the corresponding company or commodities accepted from the first input screen and stores the information in a database. <P>COPYRIGHT: (C)2011,JPO&INPIT

Description

  The present invention relates to an information collection system and an information collection method for collecting complaint / complaint information from consumers.

2. Description of the Related Art Conventionally, there are systems for registering and transmitting complaints and dissatisfaction information on products and services held by consumers on the Internet. In this system, complaints and dissatisfaction information registered by consumers are stored in a database and automatically classified by business, product, and service, and provided to companies that are subject to complaints and dissatisfaction information (Patent Document 1).
JP 2002-7669 A

  With the above-mentioned conventional technology, when a consumer wants to register complaint / complaint information on the Internet, he / she becomes `` anxious about whether the company will respond properly '', and even if he / she registers, he cannot expect a response or answer , Registration may be canceled in the middle. As a result, complaints and dissatisfaction have become latent, and there is a problem that not only the company's attitude (image) to complaints and dissatisfaction is lost, but also the opportunity for product improvement is lost.

  In addition, information from consumers who actually purchased a product out of information from consumers is more information attached to the product than information from people who did not purchase it. Information collection system that can collect complaints and dissatisfaction information of product buyers and prompts the registration (input) of complaints and dissatisfaction information from consumers by showing the response rate from companies to complaints and dissatisfaction information It has become an issue to realize.

  In order to solve these problems, the present invention is an information collection system that collects complaints and dissatisfaction information from consumers, and is any one of products and companies for which complaints and dissatisfaction information from consumers are input. On the first input screen, a first input screen that displays an input field for inputting one or both of them and an input field for inputting information indicating that the user is a company or a product user of a specific product A means for determining that the user is a product user when the input of information indicating that the user is a company or a product user of a specific product is received from the input field of When it is determined that the user is a user, the response rate for the corresponding company or the corresponding product is retrieved and presented by referring to a table in which the response rate is registered in advance for each company or product, On the other hand, if it is determined that the user is not a product user, the second input screen for displaying the input field for inputting the complaint / dissatisfaction information and the second input, while not presenting the response rate of the corresponding company or the corresponding product Means for receiving complaint / complaint information when complaint / complaint information is input from the input field on the screen, and information on the corresponding company or product for which the received complaint / complaint information is received from the first input screen And a means for accumulating in a database in association with the information collection system.

  At this time, if the input of complaint / complaint information from the input field of the second input screen is canceled in the middle or if it is not accepted even after a predetermined time has passed, it is determined that the input has been stopped and the input is canceled Information that the consumer who is the product is not the product user or the product user determined by the determining means is further added to the information of the corresponding company or the corresponding product input from the input field of the first input screen and stored in the database. Means are provided.

  In addition, there is provided means for prompting the company to respond to complaints and dissatisfaction information stored in the database and making it available for reference by consumers when an answer sentence is registered.

  Further, there is provided means for calculating the response rate by counting the number of complaints / dissatisfaction information stored in the database and the number of response sentences to the complaint / dissatisfaction information for each product or company, and registering them in the table.

  In addition, if the ratio of the number of complaints / complaints information canceled in the middle of the number of complaints / complaints stored in the database exceeds a predetermined threshold, it is determined that an answer cannot be expected, and the complaint / complaint information is handled. A means for notifying a product or a company of an alarm message prompting the creation of an answer message is provided.

  The present invention presents the response rate from the company side of the corresponding product when prompting the input of the complaint / dissatisfaction information when it becomes clear that it is a product user at the time of inputting the complaint / complaint information from the consumer. The history of the consumer who canceled is stored, and when the input cancellation exceeds the threshold, the response rate for the corresponding company or product is encouraged to increase, and the response rate is presented to show the complaint / complaint information from the consumer. It is possible to promptly input and automatically collect complaint / complaint information for each product user.

  The present invention presents the response rate from the company side of the corresponding product when prompting the input of the complaint / dissatisfaction information when it becomes clear that it is a product user at the time of inputting the complaint / complaint information from the consumer. The history of the consumer who canceled is stored, and when the input cancellation exceeds the threshold, the response rate for the corresponding company or product is encouraged to increase, and the response rate is presented to show the complaint / complaint information from the consumer. The system prompts input and automatically collects complaints and dissatisfaction information for each product user.

  FIG. 1 shows a configuration example of an information collection system of the present invention.

  In FIG. 1, an information collection server 1 is connected to a network 5 and receives input of complaints / dissatisfaction information from a client (consumer) 3 and accumulates it for each company, each product, etc., or inputs complaint / dissatisfaction information. The response rate is sometimes presented, such as complaint / dissatisfaction information input / output control means 11, product name / specific code company name confirmation means 12, transmission / reception means 13, aggregation means 14, registration / update means 15, and Complaints and complaints DB2 etc.

  The complaint / dissatisfaction information input / output control means 11 controls input / output such as reception of complaint / dissatisfaction information from the client (consumer) 3.

  The product name / specific code company name confirmation means 12 is a product user based on a specific code such as a product input from the client (consumer) 3, and further, the company name and product name corresponding to the specific code It is to confirm.

  The transmission / reception means 13 transmits / receives various data.

  The totaling means 14 totals complaint / dissatisfaction information for each product, each company, and the like.

  The registration / update means 15 is for registering or updating the response rate for each product or company.

  The complaint / dissatisfaction DB 2 is a database for storing complaint / dissatisfaction information and the like, and is composed of 21 to 27 tables.

  The complaint / dissatisfaction information table 21 stores complaint / dissatisfaction information input from the client (consumer) 3 (see FIG. 7A).

  The reply information table 22 is for registering and managing the reply to the complaint / dissatisfaction information (see FIG. 7B).

  The halfway stop information table 23 is registered with information when the consumer stops the input of complaint / complaint information halfway (see FIG. 7C).

  The specific code definition information table 24 is registered with pre-defined code information for specifying products, companies, and the like (see FIG. 7D).

  The product-by-product tabulation information table 25 is registered with tabulation information for each product (see (e) of FIG. 7).

  The company-by-company total information table 26 registers the total information for each company (see (f) in FIG. 7).

  The halfway cancellation total information table 27 is a table in which information that the consumer has canceled in the middle of inputting complaint / complaint information is totaled and registered (see (g) of FIG. 7).

  The client (consumer) 3 is a terminal operated by the consumer, and is a terminal that accesses the WWW page of the information collection server 1 via the network 5 and inputs complaint / complaint information from the corresponding screen. , A client (consumer 1) 1, a client (consumer 2) 2,..., And so on, from a transmission / reception means 31, a data input means 32, a data display means 33, and a browser, respectively. It is composed.

  The transmission / reception means 31 transmits data input from a screen displayed on a terminal or personal computer as the client (consumer) 3 to the information collection server 1 or receives data transmitted from the information collection server 1. Etc.

  The data input means 32 imports data input by the consumer into an input field displayed on the screen of the client (consumer) 3.

  The data display means 33 displays the data input by the data input means 32 or the data received from the information collection server 1 on the screen.

  The company server / client 4 is a server / client connected to the network 5 and provided on the company side, and responds to a request for creating a reply to complaint / dissatisfaction information about the company and product notified from the information collection server 1. , A reply is created and returned, and is composed of a transmission / reception means 41, a reply input means 42, and the like.

  The transmission / reception means 41 transmits / receives data to / from the information collection server 1 via the network 5.

  The answer input means 41 is used to input an answer to complaint / dissatisfaction information input by the consumer regarding his / her company and product notified from the information collection server 1.

  The network 5 is a network for connecting the information collecting server 1, the client (consumer) 3, and the company server / client 4 to each other to transmit and receive data, and is the Internet, a LAN, or the like.

  Next, the operation of the configuration of FIG. 1 will be described in detail according to the order of the flowchart of FIG.

  FIG. 2 shows a flowchart for explaining the operation of the present invention.

  In FIG. 2, S1 enters the registration site for complaints and dissatisfaction information.

  In S2, the name of the product with complaint / dissatisfaction is input, and the specific code of the product and the company name are input. In S1 and S2, the consumer operates the client (consumer) 3, enters a specific URL on the browser, enters the registration site (downloads the corresponding home page and displays the page), The necessary product name, product code, and company name are input from the keyboard in the product name, product identification code, and company name input fields on the screen displayed on the screen (for example, screen 1 in FIG. 8A).

In S3, the confirmation button is clicked. This is performed on the screen 1 of FIG.
-Complaint / complaint product name input field: Product name a1
-Input field for specific code: C123456789
・ Company name input field: kk1
Is input from the keyboard and the confirmation button in the lower right is clicked with the mouse.

  In S4, it is determined whether a specific code is input. This is because when the confirmation button is pressed in S3, the information input by the information collection server 1 is received, and it is determined whether or not the specific code is input from the consumer to the specific code input field. If YES, the process proceeds to S5. In the case of NO, since the specific code has not been input and the consumer who is trying to input the complaint / complaint information is found to be an unpurchased product, the process proceeds to S9.

  S5 determines whether the specific code is valid. Since it is determined that a specific code has been input in S4 YES, the input specific code is further defined with reference to the specific code definition information table 24 in FIG. It is determined whether it corresponds to the specific code. In the case of YES, it is determined that the specific code is correct, it is determined that the product is a purchaser, and the process proceeds to S6. In the case of NO, it is determined that the specific code is not correct, it is determined that it is not a product purchaser, and the process proceeds to S9.

  In S6, it is determined that the specific code is correct in YES in S5, and it is determined that the purchaser is the product purchaser. Therefore, the product name, the specific code, and the company name are transmitted to the corresponding client (consumer) 3.

  In S7, the product name, the company name identified by the specific code, and the response status of the product are transmitted. In step S6, the information collection server 1 transmits a reply to the complaint name / complaint information about the company name and the product name identified based on the product name and the specific code.

S8 automatically displays the complaint / dissatisfaction input screen and the response status of the company. For example, as shown in the screen 2 in FIG.
・ Company name Number of complaints and complaints Response rate kk1 13120 93%
・ Product name Number of complaints Response rate Product a1 1053 96%
Here, the company name (kk1), the number of complaints / complaints (13120), and the response rate (93%) are displayed on the screen 1 when the confirm button on the screen 1 in FIG. The information of the entry of (1) of the company name “kk1” in the company-by-company totaling information table 26 of FIG. 7 (f), which will be described later, corresponding to “kk1” input in the company name input field above is read out. Is. Similarly, the product name (product a1), the number of complaints (1053), and the response rate (96%) are displayed on the screen 1 when the confirmation button on the screen 1 in FIG. 8A is pressed in S3. The information of the entry (2) of the product name “product a1” in the product-by-product totaling information table 25 of FIG. 7E (to be described later) corresponding to the “product a1” input in the product name input column is read. Is.

  In S9, it is determined whether to input complaint / dissatisfaction information. For example, the screen 2 shown in FIG. 8B (when the specific code is valid and the product purchaser is determined), or the screen 3 shown in FIG. If it is determined that the customer is not a product purchaser, it is determined whether to input complaint / complaint information. In the case of YES, the “registration” button is clicked in S10, the complaint / dissatisfaction information input in S11 is transmitted, and in S14, the information collection server 1 enters the complaint / dissatisfaction information table 21 in FIG. As shown, other information (all information such as product name, specific code, company name, and reception date) is registered (accumulated) in addition to the complaint / complaint information. On the other hand, in the case of NO, the “Cancel” button is clicked in S12, the midway stop information is transmitted in S13, and the information collection server 1 in S14 as shown in the midway stop information table 23 in FIG. Other information (product information, specific code, company name, input date and time, determination conditions (1: no specific code, 2: specific code mismatch, 3: other), etc.) added to the midway cancellation information Also register (accumulate).

  Thus, the consumer operates the client (consumer) 3 and the screen of the corresponding homepage of the WWW server (not shown) provided by the information collection server 1 (complaint / complaint input screen, for example, the screen of FIG. 8A) 1) is displayed, and the name of the product, product code, and company name that are subject to complaint / complaint information are entered from the screen. The response status (number of cases, response rate) is displayed (for example, screen 2 in FIG. 8B), and the consumer who sees this is expected to be able to expect a response, and actively inputs complaints and dissatisfaction information. When the complaint / complaint information entered can be registered and stored in the complaint / complaint information table 21 in FIG. 7 (a), or the input of the complaint / complaint information is canceled halfway Canceled on the way Information it is possible to accumulate registers (middle discontinuation of fact, trade name, company name, information input such as product code) in the middle stop information table 23 of FIG. 7 (c).

  FIG. 3 shows a response rate transmission flowchart of the information collection server of the present invention.

  In FIG. 3, S21 receives the name of the complaining / dissatisfied product, the specific code, and the company name. In step S21, the client (consumer) 3 inputs, for example, a complaint name / complaint product name entry field, a specific code entry field, and a company name entry field on the screen 1 in FIG. The information collection server 1 receives information automatically input from the client (consumer) 3 when the button is pressed.

In S22, the response rate of the product and the company is read and transmitted. This is based on the product name, specific code, and company name received by the information collection server 1 in S21, referring to the company-by-company total information table 26 in FIG. The response rate, the number of complaints / complaints information, etc.) are read out and transmitted to the client (consumer) 3 and, for example, the upper part of the screen 1 in FIG.
・ Company name Number of complaints and complaints Response rate kk1 13120 93%
Is displayed. Further, referring to the product-by-product totaling information table 25 in FIG. 7E, information on the entry of the corresponding product name (response rate, further number of complaints, etc.) is read and transmitted to the client (consumer) 3, for example. In the lower part of screen 1 in FIG.
・ Product name Number of complaints Response rate Product a1 1053 96%
Is displayed.

  As described above, when a consumer inputs a product name, a specific code, and a company name from a screen (for example, screen 1 in FIG. 7A) displayed on the client (consumer) 3, the information is collected into the information collection server 1 The information collection server 1 refers to the company-by-company total information table 26 in FIG. 7F and the product-by-product total information table 25 in FIG. The rate, the number of complaints about the corresponding product, and the response rate are extracted and transmitted to the client (consumer) 3 and displayed on the screen (for example, the screen 2 in FIG. 7B) displayed on the client (consumer) 3. It becomes possible to display like this.

  FIG. 4 shows a response rate aggregation / update flowchart of the information collection server of the present invention.

  In FIG. 4, S31 determines whether it is a set time. This is to determine whether it is a preset time for summing up the response rate for complaint / complaint information periodically, or whether the administrator has instructed the response rate. If YES, the process proceeds to S32. If no, wait.

  In S32, the number of complaints / dissatisfactions is totaled and stored for each product name and company name. Here, the response rate is a value obtained by dividing the number of responses by the number of complaint / complaint information and multiplying it by 100.

  S33 totals for each company or each product of the company based on the cancellation information on the way.

  S34 is updated. These S32, S33, and S34 are the complaint / dissatisfaction information table 21 (when complaint / dissatisfaction information is input) of FIG. 7A in S14 of FIG. 2 and the midway cancellation information table 23 of FIG. 7C. Complaints and dissatisfaction information registered and accumulated (if canceled in the middle) are periodically tabulated and the company-by-company total information table 26 in FIG. 7 (f) and the product in FIG. 7 (e). The information shown in the separate summary information table 26 and the halfway stop summary information table 27 in FIG.

  As described above, the complaint / dissatisfaction information accumulated in the complaint / dissatisfaction information table 21 in FIG. 7A and the midway cancellation information table 23 in FIG. As shown in (e) product-by-product total information table 25, (f) company-specific total information table 26, and (g) halfway stop total information table 27 in FIG. It becomes possible to update.

  FIG. 5 shows a flowchart of answer registration and disclosure according to the present invention.

  In FIG. 5, S41 creates an answer to the content of dissatisfaction. For example, as shown on the screen 3 of FIG. 8C described later, the response to the complaint / complaint content for the product name and company name listed in the upper row is improved in the answer input column, for example, “Next Product” Enter "to create, and press the registration button.

In S42, the answer and the release date are registered in the answer information. In S41, when an answer is input in the answer input field and the registration button is pressed, the information collection server 1 accepts the answer. For example, the entry No. 4 in the answer information table 22 in FIG.
Input No Corresponding reception No Answer Reply release date 4 1 The following products will be improved. tb4
Register the answer contents and answer release date.

  S43 is published on the Web. In S42, the contents of the entry are automatically disclosed after the answer publication date in the answer information table 22 in FIG. 7B, and can be referred to by the consumer. For example, as shown in a release example of FIG. 9 described later, since the release is made, the consumer can refer to it.

  FIG. 6 shows a flowchart for issuing an alarm when the midway cancellation rate of the present invention exceeds a set value.

  In FIG. 6, S51 captures the number of complaints / dissatisfaction information (A) and halfway cancellation information (B).

  In S52, it is determined whether the midway cancellation rate [B / (A + B)] exceeds a set value. This is to determine whether the midway stop rate = B / (A + B) exceeds a preset value and the midway stop rate has increased. If YES, the process proceeds to S53. In the case of NO, it is determined that there is no need to issue an alarm because the midway cancellation rate is smaller than the set value and it is determined that the answer can be expected.

  In S53, when YES in S52, the midway cancellation rate becomes larger than the set value, and it is determined that the answer cannot be expected.

  In S54, since it is determined in S53 that the reply cannot be expected, an alarm mail is sent to the company to prompt the reply. For example, an alarm mail shown in FIG. 10 to be described later is sent to prompt the creation of an answer to the complaint / complaint.

  Based on the above, if the rate at which complaints and dissatisfaction information are interrupted exceeds a predetermined value, it is determined that no response to complaints or dissatisfaction information can be expected, and the corresponding company is responded to the complaints and dissatisfaction information via a warning email. Can be created.

  FIG. 7 shows an example table of the present invention.

  FIG. 7A shows an example of a complaint / dissatisfaction information table. The complaint / dissatisfaction information table 21 manages the complaint / dissatisfaction information by associating and registering the following information shown in the figure.

・ Reception No:
·Product name:
・ Specific code:
·Company name:
・ Complaints and complaints:
・ Reception date:
・ Other:
Here, the reception number is a unique sequential number assigned in the order in which the complaint / complaint information is received. The product name is the name of the product that is the subject of the complaint / complaint information. The specific code is a code for specifying a product. The company name is the name of the company that manufactured the product that is the subject of the complaint / complaint information. Complaints and complaints are complaints and complaints about products and companies. The reception date is the date and time when the complaint / complaint content was received.

  As described above, it is possible to register and accumulate all the products, companies, complaints and dissatisfaction information that are subject to complaints and complaints from consumers.

  FIG. 7B shows an example of an answer information table. The response information table 22 registers and manages responses (responses to complaints and dissatisfaction information from companies) in association with the reception No., and registers and manages the following information in association with each other. Is.

・ Input No:
-Correspondence reception number:
·Answer:
・ Release date:
・ Other:
Here, the input number is a unique sequential number assigned in the order in which the answers are registered. The response reception No. is the reception No. of FIG. 7A described above, and is for associating with which complaint or dissatisfaction the response is for. The response is the content of the response from the company regarding complaints and dissatisfaction information. The answer release date and time is the date and time when the contents of the answer are released on the Web.

  As described above, by registering the response, answer release date, etc. in correspondence with the response reception number (the reception number in the complaint / dissatisfaction information table 21 in FIG. 7A), Answers to dissatisfied information can be automatically disclosed.

  FIG. 7C shows an example of a midway cancellation information table. The halfway cancellation information table 23 registers information when the complaint / dissatisfaction information is canceled halfway, and registers and manages the following information shown in association with each other.

・ Cancellation No:
·Product name:
・ Specific code:
·Company name:
-Input date and time:
・ Judgment conditions:
・ Other:
Here, the cancellation No. is a sequential number uniquely assigned to the information canceled during the input of the complaint / dissatisfaction information. The product name, the specific code, and the company name are the product name, the specific code, and the company name that have already been input when the complaint / complaint information is canceled in the middle of input. The input date / time is the information input date / time when the complaint / complaint information is canceled in the middle of input. The determination conditions are 1 for no specific code, 2 for specific code mismatch, and 3 for others.

  As described above, by collecting and registering information (product name, specific code, company name, etc.) that was canceled during the input of complaint / complaint information, the midway cancellation rate for complaint / complaint information was calculated. It becomes possible to do.

  FIG. 7D shows an example of the specific code definition information table. The specific code definition information table 24 is registered in association with the following information shown in the figure.

·Product name:
·Company name:
・ Specific code definition:
・ Other:
Here, the product name and the company name are the product name and company name that are the object of the complaint / complaint information. The specific code definition is a definition of a code registered in advance in the product in association with the product of the company. When the consumer who purchased the product sees the purchased product and enters the code (specific code) in the input field for the specific code on the screen 1 in FIG. Is used when it is determined that the purchaser of the product.

  (E) of FIG. 7 shows an example of the total information table for each product. The product-by-product total information table 25 is obtained by counting and registering the number of complaints and dissatisfaction information for each product, and is registered and managed in association with the following information shown in the figure.

·Product name:
·Company name:
・ Number of complaints and complaints (buyer):
・ Number of responses (buyer):
・ Response rate (buyer):
・ Number of complaints and complaints (unpurchased):
・ Number of responses (not purchased):
・ Response rate (not purchased):
・ Other:
Here, the product name and company name are the product name and company name that are the subject of the complaint / complaint information. Number of complaints / dissatisfaction information (purchaser), number of responses (purchaser), response rate (purchaser) is correct when a specific code is entered and the buyer is determined to be a buyer , The number of responses to the purchaser's complaints and dissatisfaction information, and the response rate. Similarly, the number of complaints / dissatisfactions (unpurchased), number of responses (unpurchased), and response rate (unpurchased) were not entered with a specific code. Are the number of complaints / dissatisfaction information of the unpurchased person, the number of responses to the complaint / complaint information of the unpurchased person, and the response rate.

  FIG. 7F shows an example of the company-by-company total information table. The company-by-company total information table 26 is obtained by counting and registering the number of complaints and dissatisfaction information for each company, and is registered and managed in association with the following information shown in the figure.

·Company name:
・ Number of complaints and complaints (buyer):
・ Number of responses (buyer):
・ Response rate (buyer):
・ Number of complaints and complaints (unpurchased):
・ Number of responses (not purchased):
・ Response rate (not purchased):
・ Other:
Here, the company name is the name of the company that is the object of the complaint / complaint information. Number of complaints / dissatisfaction information (purchaser), number of responses (purchaser), response rate (purchaser) is correct when a specific code is entered and the buyer is determined to be a buyer , The number of responses to the purchaser's complaints and dissatisfaction information, and the response rate. Similarly, the number of complaints / dissatisfactions (unpurchased), number of responses (unpurchased), and response rate (unpurchased) were not entered with a specific code. Are the number of complaints / dissatisfaction information of the unpurchased person, the number of responses to the complaint / complaint information of the unpurchased person, and the response rate.

  (G) of FIG. 7 shows an example of the halfway stop total information table. The halfway stop total information table 27 is registered and managed in association with the following information shown in the figure.

·Company name:
·Product name:
・ Number of cancellations A:
・ Number of complaints and complaints B:
・ Intermediate cancellation rate:
・ Other:
Here, the company name and the product name are the company name and product name when the information is canceled during the input of the complaint / complaint information. The number A of cancellations on the way is the number (total number) of cancellations in the middle of inputting complaint / complaint information. The number B of complaints / dissatisfactions is the number of complaints / complaints information input (total number). The midway cancellation rate is a value calculated by (A / (A + B)) * 100.

  FIG. 8 shows an example of the screen of the present invention.

  FIG. 8A shows an example of the screen 1. The illustrated screen 1 is an example of a screen displayed on the display device of the client (consumer) 3 in S2 of FIG. 2 described above, and here, the following input fields and the like illustrated are displayed.

    -Fill in the fields below and click “OK”.

・ Comment / complaint product name input field [Product a1]
・ Specific code input field (manufacturing number, serial number, etc.)
[C123456789]
・ Company name input field [kk1]
[Cancel button] [Confirm button]
Here, [product a1] entered in the input field on the second line is a product name in which the consumer has entered a complaint / complaint product name from the keyboard. [C123456789] input in the input field on the fifth line is a specific code, and only the purchaser who has purchased the product a1 such as the manufacturing number and serial number of the product a1 is described in the product a1. A specific code is input, and is used when determining whether or not the user is a product purchaser. [Kk1] entered in the input column on the seventh line is the name of the company that manufactures the complained / unsatisfied product, etc., entered by the consumer using the keyboard. The [Cancel button] and [Confirm button] at the bottom are buttons for canceling or transmitting the information input in the input field to the information collection server 1.

  FIG. 8B shows an example of the screen 2. The screen 2 displays the response rate and the like as shown below for the product purchaser in S8 of FIG. 2 described above.

・ Company name Number of complaints and complaints Response rate kk1 13120 93%
・ Product name Number of complaints Response rate Product a1 1053 96%
・ Complaints / Dissatisfaction entry field [There are few color types]
[Cancel button] [Confirm button]
Here, the display from the first line to the second line indicates the number of complaints / dissatisfactions with respect to the company name and the response rate of responses to the complaint / dissatisfaction information with respect to the company name. Similarly, the display from the 3rd line to the 4th line is the number of complaints about the product name and the response rate of the response to the complaint / complaint information about the product name. The display from the fifth line to the sixth line is a display indicating a complaint / complaint information input field and a complaint / frustration information input field. The [Cancel button] and [Confirm button] at the bottom are buttons for canceling or transmitting the information input in the input field to the information collection server 1.

  FIG. 8C shows an example of the screen 3. The screen 3 is an example of the screen displayed in S41 of FIG. 3 described above, and is displayed as shown below.

・ Reception No Product name Specific code Company name 1 Product a1 C123456789 kk1
Complaints and complaints
There are few color types.

Answer input field [I will improve with the following products]
[Cancel button] [Confirm button]
Here, the display from the 1st line to the 2nd line represents the reception number (1) of the dissatisfaction information to be created, the product name (product a1), the specific code (C123456789), and the company name (kk1). The display from the third line to the fourth line indicates that the complaint / complaint content input by the consumer is “there are few color types”. The display from the 5th line to the 6th line represents a state in which the person in charge on the company side inputs an answer “I will improve with the next product” in the answer input column. [Cancel button] and [Confirm button] at the bottom are buttons for canceling transmission to the information collection server 1 or transmitting and registering information (answer) input in the answer input field.

  FIG. 9 shows a published example of the present invention. The illustrated disclosure example is an example disclosed on the Web in S43 of FIG. 5 described above, and here, the following information illustrated is disclosed.

・ Product name Company name Complaints and complaints Reply
Product a1 kk1 Color type is small.

  Here, the product name (product a1), company name (kk1), complaint / dissatisfaction (the number of color types is small), and the answer (improves with the next product) are on screen 3 in FIG. The information is published on the Web in response to the fact that the person in charge of the company inputs and registers an answer to consumer complaint / complaint information.

  FIG. 10 shows an example of an alarm mail according to the present invention. The alert mail shown in FIG. 6 indicates that the number of responses to consumer complaints / dissatisfaction information is received from the company when the midway cancellation rate for consumer complaints / dissatisfaction information in S54 of FIG. 6 is greater than a predetermined value. This is an example of an alarm mail for urging the user to increase, and an example in which the following information shown in the figure is set in the alarm mail and transmitted to the corresponding company is shown.

  ・ Caution: The number of complaints and complaints that have been canceled is increasing.

    Please register your response promptly.

Company name Product name Number of complaints / dissatisfaction Number of midway cancellations Midway cancellation rate kk2 Product b1 2020 270 12%

  The present invention presents the response rate from the company side of the corresponding product when prompting the input of the complaint / dissatisfaction information when it becomes clear that it is a product user at the time of inputting the complaint / complaint information from the consumer. The history of the consumer who canceled is stored, and when the input cancellation exceeds the threshold, the response rate for the corresponding company or product is encouraged to increase, and the response rate is presented to show the complaint / complaint information from the consumer. The present invention relates to an information collecting system and an information collecting method for promptly inputting information and automatically collecting complaint / complaint information for each product user.

It is a structural example of the information collection system of this invention. It is an operation | movement explanatory flowchart of this invention. It is a reply rate transmission flowchart of the information collection server of this invention. It is an answer rate totaling / update flowchart of the information collection server of this invention. It is an answer registration record and disclosure flowchart of the present invention. It is a flowchart which issues an alarm when the midway cancellation rate of the present invention exceeds a set value. It is an example table of this invention. It is an example of a screen of the present invention. It is a public example of this invention. It is an example of alarm mail of the present invention.

1: Information collection server 11: Complaint / dissatisfaction information input / output control means 12: Product name / specific code company name confirmation means 13: Transmission / reception means 14: Aggregation means 15: Registration / update means 2: Complaint / dissatisfaction DB
21: Complaint / dissatisfaction information table 22: Reply information table 23: Midway stop information table 24: Specific code definition information table 25: Total information for each product table 26: Total information for each company table 27: Halfway stop total information table 3: Client ( consumer)
31: Transmission / reception means 32: Data input means 33: Data display means 4: Company server / client 41: Transmission / reception means 42: Answer input means 5: Network

Claims (6)

An information collection system that collects complaints and dissatisfaction information from consumers,
Displays an entry field for entering either or both of the product and company for which consumer complaints / complaints are to be entered, and inputs information indicating that the user is a product user of the company or specific product A first input screen displaying an input field for performing
When input of information indicating that the user is a company or a product user of a specific product is received from the input field on the first input screen, it is determined that the user is a product user. Means for determining,
When it is determined that the user is a product user by the above means, the response rate for the corresponding company or the corresponding product is retrieved and presented by referring to a table in which the response rate is registered in advance for each company or for each product. A second input screen that displays an input field for inputting complaints and dissatisfaction information and not presenting the response rate of the corresponding company or the corresponding product when it is determined that the person is not a person,
Means for accepting the input complaint / complaint information when the complaint / complaint information is input from the input field of the second input screen;
An information collection system comprising: means for storing the received complaint / complaint information in a database in association with information on a corresponding company or a corresponding product received from the first input screen.   If the input of complaint / complaint information from the input field of the second input screen is canceled in the middle or if it is not accepted even after a predetermined time has passed, it is determined that the input has been stopped and the input has been stopped. Information that the consumer is not the product user or the product user determined by the determination means is further added to the information of the corresponding company or the corresponding product input from the input field of the first input screen and stored in the database. The information collecting system according to claim 1, further comprising:   3. The information processing apparatus according to claim 1, further comprising means for prompting a company to respond to complaints and dissatisfaction information stored in the database and disclosing the information so that the consumer can refer to it when an answer sentence is registered. The information collection system described.   The number of complaints / dissatisfaction information accumulated in the database and the number of response sentences to the complaint / dissatisfaction information are provided for each product or company, and a means for calculating a response rate and registering it in a table is provided. The information collection system according to any one of claims 1 to 3.   When the ratio of the number of complaints / dissatisfaction information stored in the database to the number of canceled complaints / dissatisfaction information exceeds the predetermined threshold, it is determined that no response can be expected and the complaint / dissatisfaction information is handled. 5. The information collecting system according to claim 1, further comprising means for notifying a product or a company of an alarm sentence that prompts the user to create an answer sentence. An information collection method for collecting complaints and dissatisfaction information from consumers,
The entry field is displayed on the first input screen to input one or both of the product and the company for which the complaint / complaint information from the consumer is input, and the product of the company or the specific product is used. Displaying information on the first input screen for inputting information indicating that the user is a person;
When input of information indicating that the user is a company or a product user of a specific product is received from the input field on the first input screen, it is determined that the user is a product user. A step of determining
If it is determined in the determining step that the user is a product user, the response rate for the corresponding company or the corresponding product is retrieved with reference to a table in which the response rate is registered in advance for each company or product, and the second screen is displayed. On the other hand, when it is determined that the user is not a product user, the response rate of the corresponding company or the corresponding product is not presented on the second screen and the second input screen is used for inputting complaint / complaint information. Displaying an input field above,
Receiving the input complaint / complaint information when complaint / complaint information is input from the input field of the second input screen;
And storing the received complaint / dissatisfaction information in a database in association with the information of the corresponding company or the corresponding product received from the first input screen.

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