JP2019121130A - Customer evaluation information management apparatus, customer evaluation information management system, control method for customer evaluation information management apparatus, and customer evaluation information management program - Google Patents

Abstract

To provide a customer evaluation information management apparatus or the like which can grasp an evaluation of a customer with high accuracy and can take an effective action for the customer.SOLUTION: The customer evaluation information management apparatus 100 displays questionnaire information on a terminal 50 of a customer based on usage information of the customer using a providing place P for providing a specific product and/or service, generates customer evaluation information on the providing place based on questionnaire response information input by the customer, and determines contents of customer usage promotion information for the providing place based on the customer evaluation information.SELECTED DRAWING: Figure 1

Description

  The present invention relates to, for example, a customer evaluation information management apparatus that manages evaluation information of a customer visiting a store etc., a customer evaluation information management system, a control method of the customer evaluation information management apparatus, and a customer evaluation information management program.

Conventionally, there has been a proposal that “thank you mail” is transmitted to a customer terminal or the like when payment or the like is made to the terminal or the like on the customer side (for example, Patent Document 1).
In addition, there is also a proposal for asking a customer who used a store etc. a questionnaire etc., and using these methods, the customer is urged to use the store etc again.

JP 2009-288921

  However, even if you send a thank-you mail etc. to the customer and ask the customer for a questionnaire etc., it is not always possible to grasp the evaluation of the used store etc. with high accuracy. Therefore, based on the evaluation On the other hand, there was a problem that it could not take effective action.

  Therefore, the present invention provides a customer evaluation information management apparatus, a customer evaluation information management system, a customer evaluation information management apparatus control method, and a customer evaluation information management apparatus capable of accurately grasping customer evaluations and taking effective actions for the customers. The purpose is to provide an evaluation information management program.

  According to the present invention, the object is to display questionnaire information on the terminal of the customer based on the usage information of the customer who uses the provision place for providing a specific product and / or service, and the questionnaire input by the customer The customer evaluation information management device is characterized by generating customer evaluation information on the provision place of the customer based on the answer information, and determining contents of the customer usage promotion information to the provision place based on the customer evaluation information. Ru.

According to the above configuration, the questionnaire information is displayed on the customer's terminal (mobile terminal) based on the usage information (for example, entry information etc.) of the customer who uses the provided place (for example, sushi shop etc.) Information is obtained, and based on this information, customer evaluation information on the customer's provision location is generated.
Therefore, it is possible to accurately grasp the evaluation of the provision location used by the audience.
Moreover, since the content of the customer usage promotion information (for example, a coupon etc.) with respect to a target provision place can be defined based on this customer evaluation information, the content of effective customer usage promotion information can be determined.
Therefore, it is possible to take effective action for the customer.

  Preferably, a questionnaire digitization information storage unit which stores the questionnaire response information as questionnaire digitization information which is digitization information and stores the customer evaluation information on the providing place based on the questionnaire digitization information. It is characterized by

  According to the above configuration, the questionnaire response information is changed to the questionnaire quantification information which is quantification information, and the customer evaluation information on the providing place is determined based on the questionnaire quantification information, so the customer evaluation information is objective and accurate. It can be information.

  Preferably, the content of the customer utilization promotion information for the provision place to be provided to the customer is determined based on tendency information on usage information on the provision place of the customer and the customer evaluation information on the provision place. I assume.

  According to the above configuration, the information including the trend information (for example, the customer usage trend information) regarding the usage information of the customer provided location, the contents of the customer usage promotion information (for example, coupon) for the provided location provided to the customer Since it determines, it can be set as more effective customer usage promotion information.

  Preferably, usage information of the provision location of the customer is generated together with information on waiting for a turn.

  According to the above configuration, the usage information of the customer's provided location is generated along with the information related to the turn-waiting, so the customer only performs the waiting-to-standby procedure. Usage information can be acquired.

  According to the present invention, the object is to display questionnaire information on the terminal of the customer based on the usage information of the customer who uses the provision place for providing a specific product and / or service, and the questionnaire input by the customer A control method of a customer evaluation information management apparatus, characterized by generating customer evaluation information on the provision place of a customer based on answer information, and determining contents of customer use promotion information to the provision place based on the customer evaluation information. Achieved by

  According to the present invention, according to the present invention, the customer evaluation information management apparatus displays the questionnaire information on the terminal of the customer based on the usage information of the customer who uses the provision place for providing the specific goods and / or services. Function, function to generate customer evaluation information on the provision place of the customer based on the questionnaire response information input by the customer, function to determine the content of the customer usage promotion information to the provision place based on the customer evaluation information The customer evaluation information management program

  Therefore, the present invention provides a customer evaluation information management apparatus, a customer evaluation information management system, a customer evaluation information management apparatus control method, and a customer evaluation information management apparatus capable of accurately grasping customer evaluations and taking effective actions for the customers. It has the advantage of being able to provide an evaluation information management program.

It is the schematic which shows the "customer information management system" which has a customer information management apparatus which is a customer evaluation information management apparatus of this invention. It is a schematic block diagram which shows the main structures of the customer information management apparatus of FIG. It is a schematic block diagram which shows the structure of the 1st various information management part for management servers. It is a schematic block diagram which shows the structure of the 2nd various information management part for management servers. It is a schematic flowchart which shows the process in which the customer A utilizes P sushi shop. It is a schematic flowchart which shows the process of questionnaire evaluation. It is a schematic flowchart which shows a coupon content determination and transmission process.

Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the attached drawings and the like.
The embodiment described below is a preferable specific example of the present invention, and therefore, various technically preferable limitations are given. However, the scope of the present invention particularly limits the present invention in the following description. As long as there is no statement of purport, it is not limited to these modes.

(About the main configuration of the customer information management system 1 of FIG. 1)
FIG. 1 is a schematic view showing a "customer information management system 1" having a customer information management apparatus 100 which is a customer evaluation information management apparatus of the present invention.
As shown in FIG. 1, the customer information management system 1 includes the “customer information management device 100” possessed by the “X customer information management company”, and the “order waiting device 10” possessed by the “P sushi shop” which is the provision location. And a customer terminal, for example, a portable terminal 50, which are communicably connected via the Internet network 2, the base station 3 and the like.

Each component will be described below.
(Waiting device 10)
The "waiting device 10" in FIG. 1 is a device that manages the order of guidance when a customer using the P sushi store does not have a seat and desires guidance to the seat when the seat is available. .
The order waiting apparatus 10 communicates with the portable terminal 50 by near field communication (non-contact communication), for example, when the portable terminal 50 approaches.
For example, the order waiting apparatus 10 is configured to acquire information such as a membership number from the portable terminal 50 and transmit information such as the “reception number” of the portable terminal 50 to the portable terminal 50.

(Portable terminal 50)
The portable terminal 50 has a display unit such as a touch panel 51 and an input button 52. The touch panel 51 is an electronic component in which a “display” for displaying various information and a position input device are combined, and is also an input device that allows the user to input various information when the display on the display is touched.
The input button 52 is configured such that various information can be input by the operator pressing the button 52.

  The order waiting apparatus 10, the portable terminal 50 and the customer information management apparatus 100 of FIG. 1 have a computer, and have a CPU (Central Processing Unit), a RAM (Random Access Memory), a ROM (Read Only Memory), etc. , These are connected via a bus or the like.

(About the main configuration of "customer information management device 100")
FIG. 2 is a schematic block diagram showing the main configuration of the “customer information management device 100” of FIG.
As shown in FIG. 2, the "customer information management apparatus 100" has a "management apparatus side control unit 101" and is controlled by the "management apparatus side control unit 101", "management apparatus side communication apparatus 102", The "management apparatus side display 103", the "management apparatus side input device 104", the "management apparatus side first various information management unit 110", and the "management apparatus side second various information management unit 110" are included. Each device will be described below.

The “management device side communication device 102” in FIG. 2 is a device for communicating with the “mobile terminal 50” and the “waiting queue device 10” in FIG.
The “management device side display 103” is a display for displaying various information, and the “management device side input device 104” is a device for inputting various information.

  Further, the “management apparatus side first various information management unit 110” and the “management apparatus side second various information management unit 120” in FIG. 2 are configured to store various data and the like.

  FIGS. 3 and 4 are schematic block diagrams showing the configurations of the “first various information management unit for management server 110” and the “second various information management unit 120 for management server”, respectively. The contents of these will be described later.

(Main operation example of "Customer information management system 1")
In the present embodiment, when the customer A owns the portable terminal 50 of the customer A and uses the P sushi shop, the "waiting device 10" is used after the use of the P sushi shop. The questionnaire reaches the portable terminal 50, and thereafter, will be described below using an example where customer usage promotion information, for example, a coupon or the like arrives.

First, the customer A who uses the present system 1 registers his / her portable terminal 50 in the customer information management apparatus 100 of FIG.
Specifically, the “portable information storage unit 111” of FIG. 3 stores the member number, the name, the portable e-mail address, etc. of the portable terminal 50 of the customer A.

(Customer A's P sushi shop usage process)
Next, a process in which the customer A uses the P sushi shop of FIG. 1 will be described.
FIG. 5 is a schematic flowchart showing a process in which the customer A uses the P sushi shop.
In step 1 (hereinafter referred to as "ST") 1 in FIG. 5, the customer A who visited the P sushi restaurant is full of seats in the restaurant, so his "mobile terminal 50" , Close-range wireless communication is performed with the same device 10, and queue registration is performed.
In the present invention, transmission and reception of necessary information may be performed using "matrix two-dimensional code" (QR code (registered trademark)) as well as near field communication.

  At this time, information such as “membership number” is transmitted from the portable terminal 50, and information such as “reception number” is transmitted from the order waiting apparatus 10.

  In the present embodiment, the customer A actually brings the mobile phone 50 to the P sushi store and explains it to be close to the "waiting device 10", but the present invention is not limited to this, the customer A is at home. From the above, the "waiting device 10" may make a waiting reservation in advance using the long distance communication function of the portable terminal 50.

Next, in ST2, the "waiting device 10" shown in FIG. 1 acquires the "entrance time" and "entrance store information" and the like of the "mobile terminal 50", and the "customer information management device 100" shown in FIG. Send.
Then, the “customer information management device 100” associates the information such as “entrance time” and “entrance store information” with the membership number of the portable terminal 50, etc. And store it at 112 ".

  Therefore, information such as the “entry time” or “entry store information” is an example of the usage information.

  Thereafter, based on the "reception number" issued by the "order waiting apparatus 10", the customer A will be guided by the guidance person in charge of the P sushi restaurant to eat and drink.

  Next, when the customer A finishes eating and drinking at the sushi shop P, questionnaire information is displayed on the mobile phone 50 from the “customer information management device 100”.

(Questionnaire evaluation process)
FIG. 6 is a schematic flowchart showing the process of questionnaire evaluation.
First, in ST11 of FIG. 6, after the customer A finishes using the “P sushi shop”, “thank you mail (use thanks mail)” is transmitted from the customer information management device 100 and the portable terminal 50.

And "questionnaire URL" is displayed on the mail.
This URL (Uniform Resoutce Locator) is a web page address of the questionnaire, and is an address for the customer A to communicate from the portable terminal 50 via the Internet network 2.

When the customer A clicks and executes the “URL” of the portable terminal 50, the questionnaire content is displayed on the touch panel 51 of the portable terminal 50.
For example, for the "P sushi shop" used, "very good", "good", "normal", "bad" and "very bad" for a plurality of items (for example, "customer service""taste""price""atmosphere" etc.) It is displayed to select in 5 levels.
The number of stages is not limited to 5 and may be 11 or the like.

Next, the process proceeds to ST12. In ST12, when the customer A selects one of them, the response (an example of the questionnaire response information) of the input questionnaire result information is digitized.
Then, the digitalized questionnaire information is associated with the member number and the store information, and stored in the “digitalized questionnaire information storage unit 113” of FIG.

  Specifically, for example, "very good" is "+2", "good" is "+1", "normal" is "0", "bad" is "-1", "very bad" is "-2" In each case, it is quantified, and the total value is stored in association with the membership number and the like.

  Therefore, this numerical questionnaire information is an example of questionnaire numerical information.

Next, the process proceeds to ST13. In ST13, the "evaluation information generation processing unit (program) 114" in FIG. 3 operates and refers to the "evaluation criteria information storage unit 115" in FIG.
The "evaluation criteria information storage unit 115" stores "evaluation criteria information".
For example, when the “evaluation criteria information” indicates that the “quantified” questionnaire information is, for example, a predetermined numerical value or more, the customer is the “positive (supporter)” of the shop, while the predetermined numerical value or less In that case, the customer is the reference information that the customer is “negative” and the others are “neutral”.
In addition, as a "negative" determination, it is possible to automatically tabulate below the average value of the values by time of day, day of week, and store by store from the store visit to the store exit as "negative".

  Therefore, the processing unit 114 refers to the “quantification questionnaire information storage unit 113” in FIG. 3 to determine the evaluation of the quantification questionnaire information of the store concerned, and evaluates the evaluation information (positive (supporter), neutral, negative Is stored in the “evaluation information storage unit 116” of FIG. 3 together with the membership number and the shop information.

  This evaluation information is an example of “customer evaluation information”.

  By these processes, it is possible to grasp the evaluation of the customer A or the like with respect to the P sushi store capital specifically and objectively, and since this evaluation is based on quantified information, it is also information with high accuracy.

(Coupon content determination and transmission process)
Next, on the basis of the evaluation (positive (supporter), neutral, negative), etc. of the customer A to the sushi bar P, the content of “coupon” which is a privilege to be transmitted to the portable terminal 5 of the customer A is determined. Become.
This coupon is an example of "customer usage promotion information".

Next, the coupon content determination and transmission process will be described.
FIG. 7 is a schematic flow chart showing the coupon content determination and transmission process.
First, the process proceeds to ST21. In ST21, the "customer use tendency information generation processing unit (program) 121" of FIG. 4 operates and refers to the "evaluation information storage unit 116" of FIG.
Then, for example, the customer of “the fan (supporter) in the shop (P sushi store)”, for example, the customer A, which is recorded in the “evaluation information storage unit 116”, is extracted.

  Then, referring to the “mobile history information storage unit 112” of FIG. 3, from this information, the tendency of the usage time of the customer (for example, customer A), for example, the day of the week to use well, etc. Information is generated and stored in the "customer use tendency information storage unit 122" of FIG.

  That is, in the present embodiment, for example, with respect to the customer A who is a "positive (supporter)" of the P sushi shop, how the customer A uses the P sushi shop, for example, Sunday which is frequently used Etc. “Customer usage trend information” is also formed.

  Note that this "customer usage trend information" is an example of "customer trend information regarding the provision location".

Next, the process proceeds to ST22. In ST22, the "optimum coupon generation processing unit (program) 123" of FIG. 4 operates and refers to the "customer usage tendency information storage unit 122" of FIG.
Then, a “coupon” which is available at the store (for example, the P sushi store) and conforms to the “customer usage tendency information” is generated.
For example, it generates coupons that can be used at the P sushi store and have the largest discount on Sunday usage.

  Then, the information of the generated "coupon" is stored in the "optimum coupon storage unit 124" of FIG. 4 in association with the member number of the customer and the shop number.

Next, the process proceeds to ST23. In ST23, the "appropriate coupon storage unit 124" of FIG. 4 is referred to, and the "coupon" is transmitted to the corresponding customer, for example, the portable mail address of the customer A.
Thus, the customer A who receives the "coupon" for which the discount is the largest on "Sunday" where he often uses the P sushi shop is currently the "positive (supporter)" of the P sushi shop, but this coupon By using, you will be prompted to use more.

  In this embodiment, although the above-mentioned "coupon" was generated, the coupon of the present invention is not limited to this, and the discount coupon of "idle time" of the store concerned is "supporter" and "neutral person" If you send it to

  Also, in the above-mentioned "Results of answering the questionnaire", when the item (for example, customer service attitude) that was negative evaluation is subsequently improved by store effort, it is registered with the "criss" of the store It may be configured to notify the “customer attitude” to the “customer” portable terminal.

At this time, without notifying the terminals of all the "criticians", select only the "criticians" who made a bad evaluation of "service" from the information stored in the "evaluation information storage unit 116" of FIG. , And may be notified.
In this case, the fact of the improvement will be transmitted to the customer more effectively.

  In the embodiment described above, although the case where the apparatus is realized as an apparatus is described as an example, the present invention is not limited to this, and a magnetic disk (floppy (register It may be stored and distributed in a storage medium such as a trademarked disk, a hard disk, etc., an optical disk (CD-ROM, DVD, etc.) a magneto-optical disk (MO), a semiconductor memory, etc.

  Also, the storage medium may be any storage medium that can store a program and can be read by a computer. The storage format of the storage medium is not particularly limited.

  In addition, an operating system (OS) operating on a computer based on an instruction of a program installed in the computer from a storage medium, MW (middleware) such as database management software, network software, etc. realize this embodiment. A part of each process may be executed.

  Furthermore, the storage medium in the present invention is not limited to a medium independent of the computer, and includes a storage medium downloaded and stored or temporarily stored a program transmitted by a LAN, the Internet, or the like.

  Further, the computer in the present invention may execute each process in the present embodiment based on a program stored in a storage medium, and may be an apparatus including one personal computer or the like, and a plurality of apparatuses are connected to a network. Or the like system.

  Further, the computer in the present invention is not limited to a personal computer, but includes an arithmetic processing unit, a microcomputer and the like included in an information processing apparatus, and generically refers to an apparatus and apparatus capable of realizing the functions of the present invention by a program. ing.

  The embodiments of the present invention have been described above. However, the present invention is not limited to the above embodiment, and various modifications can be made without departing from the scope of the claims.

  1 ... customer information management system, 2 ... Internet network, 3 ... base station, 10 ... order waiting device, 50 ... portable terminal, 100 ... customer information management device, 101 ... Management device side control unit 102 Management device side communication device 103 Management device side display 104 Management device side input device 110 Management device side first various information management unit 111: portable information storage unit 112: portable history information storage unit 113: numerical questionnaire information storage unit 114: evaluation information generation processing unit (program) 115: evaluation criteria Information storage unit 116 · · · Evaluation information storage unit 120 · · · · · · · · · · various information management unit on the second side of the management device, customer use trend information generation processing unit (program), 122 Information storage unit, 123 ... the best coupon generation processing unit (program), 124 ... best coupon storage unit

According to the present invention, the object is to display questionnaire information on the terminal of the customer based on the usage information of the customer who uses the provision place for providing a specific product and / or service, and the questionnaire input by the customer based on the answer information, the has a configuration for generating the customer evaluation information about the providing site of the customer, usage information of the customer is generated with information about waiting, the customer evaluation information is acclaimed a positive The evaluation information of the supporter, the evaluation information of the critic who is negative and low in evaluation, and the evaluation information of the neutral person whose evaluation is neutral, and the tendency information on the use information of the provision place of the customer is generated. It was determined based on which of the evaluation information of the supporter, the evaluation information of the critic or the information of the neutral person the evaluation information of the customer belongs. And the evaluation information either it is determined, on the basis of the trend information relating to usage information of the providing place, determine the contents of the customer utilization promotion information for the providing place optimal to the customer, the providing optimum to the customer This is achieved by the customer evaluation information management device characterized by transmitting customer usage promotion information for a place to the terminal of the customer.

According to the above configuration, the questionnaire information is displayed on the customer's terminal (mobile terminal) based on the usage information (for example, entry information etc.) of the customer who uses the provided place (for example, sushi shop etc.) Information is obtained, and based on this information, customer evaluation information on the customer's provision location is generated.
Therefore, it is possible to accurately grasp the evaluation of the provision location used by the audience.
Moreover, since the content of the customer usage promotion information (for example, a coupon etc.) with respect to a target provision place can be defined based on this customer evaluation information, the content of effective customer usage promotion information can be determined.
Therefore, it is possible to take effective action for the customer.
Further, according to the configuration, the information including the trend information (for example, the customer usage trend information) related to the usage information of the customer provided location, the customer usage promotion information (for example, coupon) for the provided location provided to the customer. Since the content is determined, more effective customer usage promotion information can be obtained.
Further, according to the above configuration, since the usage information of the customer's provision location is generated together with the information on waiting for the order, the customer only performs the waiting procedure, so the customer can be provided without placing a special burden on the customer. It is possible to obtain location usage information.

Preferably, the customer evaluation information management device has a questionnaire quantification information storage unit for converting and storing the questionnaire response information into questionnaire quantification information which is digitization information, and the customer evaluation information regarding the provision place is It is characterized in that it is determined based on the questionnaire quantification information.

Preferably, when it is determined that the evaluation information of the customer of the customer evaluation information management device corresponds to the evaluation information of the supporter, the customer usage promotion information for the providing location including the discount coupon is the customer usage information. When it is judged that the customer's evaluation information belongs to the critic's evaluation information, the customer utilization promotion information for the providing place including the improvement information is transmitted to the terminal of the customer. It is characterized by

According to the present invention, the object is that according to the present invention, a waiting apparatus placed at a provision place for providing a specific product and / or service and a customer evaluation information management apparatus capable of communicating with a terminal of a customer use the provision place . The questionnaire information is displayed on the terminal of the customer based on the usage information of the customer, the customer evaluation information on the provision location of the customer is generated based on the questionnaire response information input by the customer, and the usage information of the customer is The customer evaluation information includes positive evaluation information of supporters who are positive and high evaluation, evaluation information of negative critics who are low evaluation and neutral evaluation information of neutral persons whose evaluation is neutral, and the customer evaluation information includes the customer Generating trend information on usage information of the provision location, and based on the questionnaire response information, the customer evaluates the evaluation information of the supporter and the evaluation of the critic After determining one of whether belongs broadcast or the neutral of the information, and the evaluation information either it is determined, on the basis of the trend information relating to usage information of the providing place, with respect to the provided location perfect the customer The control method of the customer evaluation information management apparatus is characterized in that the content of the customer usage promotion information is determined , and the customer usage promotion information for the provision location most suitable for the customer is transmitted to the terminal of the customer.

According to the present invention, according to the present invention, a customer evaluation information management apparatus is used based on customer utilization information using a provision location for providing a specific product and / or service generated together with information on waiting for a turn. The ability to display questionnaire information on
Based on the questionnaire response information input by the customer , the evaluation information of a positive and highly rated supporter with respect to the provision location of the customer , the evaluation of a negative and poorly criticized critic and the evaluation of a neutral person whose evaluation is neutral The function of generating customer evaluation information, the function of generating tendency information on usage information of the provision place of the customer, the evaluation information of the supporter, the evaluation information of the critic or the supporter based on the questionnaire response information After judging which of the information of the neutral person belongs to, based on any of the judged evaluation information and the tendency information on the utilization information of the provision place, the customer use for the provision place optimum for the customer determine the contents of the promotion information, customer utilization promotion information for the providing place optimal to the customer, it functions to send to the customer terminal, the actual It is achieved by the customer evaluation information management program to be.

According to the present invention, according to the present invention, the waiting apparatus installed at the provision place for providing a specific product and / or service acquires usage information of the customer using the provision place acquired from the customer's terminal And transmitting the questionnaire information to the terminal of the customer based on the storage unit for storing and the acquired information of the customer, and acquiring and acquiring the questionnaire response information input by the customer to the portable terminal A questionnaire digitization information storage unit that stores the above questionnaire response information converted into questionnaire digitization information that is digitization information, evaluation information of a supporter who has a high positive evaluation, and evaluation information of a negative critic who has a low evaluation and evaluation belongs to one of the customer evaluation information regarding the providing location of the customer, including the evaluation information of neutral-neutral person to the questionnaire numerical information And the evaluation information generation processing unit for judgment in Zui, for customers belonging to the evaluation information of the support person and the neutral person, a generation unit to generate a trend information on the use time of the offer location, the support person and the neutral person Based on the trend information on the use time of the provision place of the customer belonging to the evaluation information, coupon information to be discounted at the use time is generated, and a coupon storage unit for storing and the coupon information transmitted to the terminal of the customer And a configuration for transmitting improvement information only to the terminal of the customer belonging to the evaluation information of the critic .

According to the present invention, the object is a method of controlling customer evaluation information management measures, wherein the customer evaluation information management device waits for a turn at a provision place where provision of a specific product and / or service is performed. The device acquires usage information of the customer using the provision location acquired from the terminal of the customer, and the communication device of the customer evaluation information management device polls the terminal of the customer based on the acquired usage information of the customer The information is transmitted, the customer evaluation information management device acquires the questionnaire response information input by the customer to the mobile terminal, changes the acquired questionnaire response information to the questionnaire numerical information which is numerical information, and the questionnaire stored in digitized information storage unit, the evaluation information generation processing unit of the customer evaluation information management apparatus, positive and high support's evaluation information evaluation, low valued at negative Or determine's assessment information and evaluation belong to any customer rating information about the providing site of the customers, including evaluation information neutral neutrals and judgment on the basis of the questionnaire digitizing information, the customer evaluation information management The apparatus generates trend information on the usage time of the providing place for the customer belonging to the evaluation information of the supporter and the neutral person, and the customer evaluation information management device generates the evaluation information of the supporter and the neutral person. The coupon information to be discounted at the use time is generated based on the tendency information on the use time of the provision place of the belonging customer, and the customer evaluation information management device transmits the coupon information to the terminal of the customer. the control method of the customer evaluation information management apparatus and transmits only improved information to the terminal of the customer belonging to the evaluation information of the critics It is made.

According to the present invention, according to the present invention, the customer evaluation information management apparatus uses the provision place acquired from the customer's terminal by the order waiting apparatus installed at the provision place providing the specific goods and / or services. function for acquiring usage information of the customers, based on the acquired customer usage information, the ability to transmit the questionnaire information to the terminal of the customer, get the questionnaire answer information entered by the customer to the mobile terminal, acquires The function to change the said questionnaire response information into the questionnaire numerical information which is numerical information and memorize it in the questionnaire numerical information storage unit, the evaluation information of the supporters with high positive evaluation and the evaluation of the critics with negative negative evaluation the questionnaire either to belong of information and evaluation customer evaluation information regarding the providing location of the customer, including the evaluation information of neutral-neutral person The ability to judgment on the basis of binary information, for customers belonging to the evaluation information of the support person and the neutral person, the ability to generate a trend information on the use time of the offer location, evaluation information of the support person and the neutral person A function of generating coupon information to be discounted at the use time based on the trend information on the use time of the provision place of the customer belonging to; transmitting the coupon information to the terminal of the customer, the evaluation information of the critic A customer evaluation information management program for executing the function of transmitting improvement information only to the terminal of the customer belonging to ;

According to the present invention, according to the present invention, the waiting apparatus installed at the provision place for providing a specific product and / or service acquires usage information of the customer using the provision place acquired from the customer's terminal and, obtaining a storage storing unit, based on the acquired customer usage information, and transmitting apparatus for transmitting the questionnaire information to the terminal of the customer, the questionnaire answer information entered by the customer before Symbol edge end customers And a questionnaire digitization information storage unit that stores the acquired questionnaire response information in the form of questionnaire digitization information which is digitization information, evaluation information of a positive and highly rated supporter, and a critic who is negative and evaluation is low Information on the evaluation information of the customer and the customer evaluation information on the provision place of the customer including the evaluation information on neutral neutral persons, the questionnaire numerical information An evaluation information generation processing unit that determines based on the evaluation information generation processing unit; a generation unit that generates trend information on usage time of the provided location for customers belonging to the evaluation information of the supporter and the neutral person; Based on the trend information on the use time of the provision place of the customer belonging to the evaluation information, coupon information to be discounted at the use time is generated, and a coupon storage unit for storing and the coupon information are transmitted to the terminal of the customer And a configuration for transmitting improvement information only to the terminal of the customer who belongs to the evaluation information of the critic.

The object is achieved according to the present invention, the order A control method for a customer evaluation information management equipment, the customer evaluation information management apparatus installed in providing place that offer a particular product and / or services The waiting device acquires usage information of the customer using the provision location acquired from the customer's terminal, and the communication device of the customer evaluation information management device transmits the information to the customer's terminal based on the acquired usage information of the customer. transmits the questionnaire information to the customer evaluation information management apparatus acquires the questionnaire answer information entered by the customer before Symbol edge end customers acquired survey digitized information, which is the questionnaire information digitized information The evaluation information generation processing unit of the customer evaluation information management device changes and stores it in the questionnaire quantification information storage unit; The customer evaluation information management apparatus determines, based on the questionnaire quantification information, to which of the customer evaluation information on the provision site of the customer including the evaluation information of the critic and the evaluation information of the neutral neutral person evaluation information belongs. Generates, for the customer belonging to the evaluation information of the supporter and the neutral person, the tendency information on the usage time of the providing place, and the customer evaluation information management device belongs to the evaluation information of the supporter and the neutral person The coupon information to be discounted at the use time is generated based on the trend information on the use time of the provision place of the customer, and the customer evaluation information management device transmits the coupon information to the terminal of the customer, and According to a control method of a customer evaluation information management apparatus characterized in transmitting improvement information only to the terminal of a customer who belongs to evaluation information of a critic. It is achieved.

According to the present invention, according to the present invention, the customer evaluation information management apparatus uses the provision place acquired from the customer's terminal by the order waiting apparatus installed at the provision place providing the specific goods and / or services. function for acquiring usage information of the customers, based on the acquired customer usage information, the ability to transmit the questionnaire information to the terminal of the customer, get the questionnaire answer information entered by the customer before Symbol edge end customers A function to change the acquired questionnaire response information into questionnaire quantification information which is digitization information and store it in the questionnaire quantification information storage unit, evaluation information of supporters with high positive evaluation and negative criticism with negative evaluation Of the customer evaluation information on the provision place of the customer including the evaluation information of the buyer and the evaluation information of the neutral neutral person, For the function to judge based on the digitization information, the function to generate tendency information on the usage time of the providing place for the customer belonging to the evaluation information of the supporter and the neutral person, the evaluation information of the supporter and the neutral person A function of generating coupon information to be discounted at the use time based on the trend information on the use time of the provision place of the belonging customer, transmitting the coupon information to the terminal of the customer, and evaluating information of the critic A customer evaluation information management program that executes a function of transmitting improvement information only to the terminal of a customer to which the user belongs.

Claims (6)

  Questionnaire information is displayed on the terminal of the customer based on usage information of the customer using the provision place for providing a specific product and / or service, and based on the questionnaire response information inputted by the customer, the provision place of the customer A customer evaluation information management apparatus, comprising: generating customer evaluation information on the basis of the customer evaluation information; and determining contents of customer usage promotion information for the providing location. A questionnaire numerical information storage unit which converts the questionnaire response information into questionnaire numerical information which is numerical information and stores it;
The customer evaluation information management apparatus according to claim 1, wherein the customer evaluation information related to the providing place is determined based on the questionnaire quantification information.   The content of the customer utilization promotion information for the provision place to be provided to the customer is determined based on the trend information on the use information of the provision place of the customer and the customer evaluation information on the provision place. The customer evaluation information management apparatus according to claim 1 or 2.   The customer evaluation information management apparatus according to any one of claims 1 to 3, wherein usage information of the provision place of the customer is generated together with information on waiting for a turn. Display questionnaire information on the terminal of the customer based on the usage information of the customer who uses the provision location for providing a specific product and / or service,
Generating customer evaluation information on the provision location of the customer based on the questionnaire response information input by the customer;
A control method of a customer evaluation information management apparatus, wherein the contents of customer usage promotion information for the providing location are determined based on the customer evaluation information. In the customer evaluation information management device,
A function of displaying questionnaire information on a customer's terminal based on usage information of a customer who uses a provision place for providing a specific product and / or service.
A function of generating customer evaluation information on the provision location of the customer based on the questionnaire response information input by the customer;
A customer evaluation information management program that executes a function of determining the content of customer usage promotion information for the provision location based on the customer evaluation information.

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