JP2020160703A - Information processing device and program - Google Patents

Abstract

To provide an information processing device capable of turning analysis of questionnaire results to advantages of a shop, and a program.SOLUTION: An information processing device of an embodiment comprises a questionnaire totalizing unit, an extraction unit, and an output unit. The questionnaire totalizing unit totalizes and stores replies to the questionnaires input in a sales data processing device which processed the products to be purchased in association with specific items. The extraction unit extracts features of the replies to the questionnaires with respect to the specific items stored in the questionnaire totalizing unit. The output unit outputs messages indicating the features extracted by the extraction unit.SELECTED DRAWING: Figure 15

Description

Embodiments of the present invention relate to information processing devices and programs.

Conventionally, a questionnaire may be conducted for customers who have purchased products at a store. The questionnaire is conducted by the sales data processing device that sells the product. Then, the questionnaire result is sent to the server for analysis. Based on the analysis results, it is useful for store sales promotion information and store improvement.

However, questionnaires at stores have already been conducted at many stores, and this is not a strength of stores.

An object to be solved by the present invention is to provide an information processing device and a program capable of analyzing the results of a questionnaire and making it a strength of a store.

The information processing apparatus of the embodiment has a questionnaire aggregation unit that aggregates and stores the answers to the questionnaire input in the sales data processing apparatus that has processed the purchased product in association with a specific item, and the questionnaire aggregation unit. It includes an extraction unit that extracts the characteristics of the response to the questionnaire and an output unit that outputs a message indicating the characteristics extracted by the extraction unit in relation to the specific item that is stored.

FIG. 1 is a schematic view showing a questionnaire management system including the information processing apparatus of the embodiment. FIG. 2 is a front view showing a self-POS terminal. FIG. 3 is a block diagram showing a hardware configuration of a self-POS terminal. FIG. 4 is a diagram showing a memory configuration of the transaction information unit. FIG. 5 is a block diagram showing the hardware configuration of the store server. FIG. 6 is a diagram showing a memory configuration of the questionnaire information unit. FIG. 7 is a diagram showing a memory configuration showing the aggregation result of the questionnaire aggregation unit. FIG. 8 is a diagram showing a memory configuration showing other aggregation results of the questionnaire aggregation unit. FIG. 9 is a diagram showing a memory configuration showing still another aggregation result of the questionnaire aggregation unit. FIG. 10 is a block diagram showing a hardware configuration of the customer server. FIG. 11 is a diagram showing a memory configuration of the customer information unit. FIG. 12 is a flowchart showing the flow of control processing of the POS terminal. FIG. 13 is a diagram showing a display example of a questionnaire on a POS terminal. FIG. 14 is a functional block diagram showing a functional configuration of the store server. FIG. 15 is a flowchart showing the flow of control processing of the store server. FIG. 16 is a flowchart showing the flow of control processing of the customer server.

Hereinafter, the information processing apparatus and the program according to the embodiment will be described with reference to the drawings. In the embodiment, the store server will be described as an example of the information processing device. Further, in the embodiment, the POS (Point of Sales) terminal will be described as an example of the sales data processing device. The present invention is not limited to the embodiments described below.

FIG. 1 is a diagram showing a questionnaire management system according to an embodiment. The questionnaire management system includes a plurality of POS terminals 1, a store server 3, and a customer server 5 in the store. Each POS terminal 1, a store server 3, and a customer server 5 are connected to each other by a network L such as a LAN (Local Area Network), and each POS terminal 1, a store server 3, and a customer server 5 send and receive information to and from each other. Is possible.

The POS terminal 1 is, for example, a self-type POS terminal in which a customer performs a sales registration operation and a payment operation. The POS terminal 1 reads a symbol such as a barcode or a two-dimensional code attached to a product in accordance with the sales registration operation performed by the customer, identifies the product, and executes the sales registration process. In the sales registration process, based on the read symbol, the product information such as the product name and price of the product corresponding to the product code (product identification information) that identifies the product associated with the product is transmitted to the POS terminal 1. It includes a process of displaying on the display unit 18 and storing the product information in the product information unit 131 (see FIG. 3).

The POS terminal 1 executes the settlement process related to the transaction based on the product information of the product whose sales registration processing has been performed. The settlement process includes a process of displaying and storing the total amount of the products registered for sales, the amount of deposit received from the customer, and the amount of change on the display unit 18. Further, the POS terminal 1 transmits the stored product information and payment information to the store server 3.

Further, at the end of the transaction with the customer, the POS terminal 1 displays the questionnaire related to the traded product, the POS terminal 1, the clerk, etc., and the answer options related to the questionnaire on the display unit 18 which is a liquid crystal display unit. The customer responds to the displayed questionnaire by operating the operation unit 17 composed of the touch panel provided on the display unit 18 and selecting one option. The POS terminal 1 transmits the response information associated with the information related to the transaction to the store server 3.

The store server 3 stores product information and payment information received from each POS terminal 1. The store server 3 manages the sales of products at the store based on the stored product information and payment information. Further, the store server 3 has a role of a questionnaire server. That is, the store server 3 includes a questionnaire information unit 342 and a questionnaire totaling unit 343 (both of which refer to FIG. 5), which are configured to be provided in the questionnaire server, and a plurality of types of questionnaires displayed on the display unit 18 of the POS terminal 1. , Memorize multiple types of answer options for each questionnaire. In addition, the store server 3 collects and analyzes the answered questionnaires.

The customer server 5 stores customer information for each customer. The customer server 5 stores the purchase history of the products that the customer has purchased in the past for each customer. In addition, the customer server 5 stores the questionnaires answered in the past for each customer.

Subsequently, the POS terminal 1 will be described. FIG. 2 is a front view showing the appearance of the POS terminal 1 according to the embodiment. The POS terminal 1 includes a main body 6, a basket storage shelf 8, and a bagging shelf 9.

The main body 6 includes a deposit / withdrawal unit 7, a barcode reader 22, an operation unit 17, a display unit 18, and a control unit 100 (see FIG. 3) that controls each unit. The deposit / withdrawal unit 7 includes a banknote change unit that stores banknotes and pays out change of banknotes, and a coin change unit that stores coins and pays out change of coins. The barcode reader 22 is a scanner that optically reads a symbol (such as a barcode) attached to a product. The barcode reader 22 may be of a type that captures and reads a symbol attached to a product.

In addition, the main body 6 includes a printer 20 that prints product information and payment information related to product payment processing on paper. Further, the main body 6 is provided with a card reader 21 for reading a credit card or the like used for payment processing.

The display unit 18 is composed of, for example, a liquid crystal monitor, and displays information to the customer. The operation unit 17 is a touch panel provided on the display unit 18.

The basket storage shelf 8 is a table on which a basket containing products is placed. The customer takes out the product in the basket placed on the basket storage shelf 8 and holds it in the reading window of the barcode reader 22. The barcode reader 22 reads the symbol attached to the product.

The bagging shelf 9 is a stand for bagging products whose symbols have been read. The customer puts the product whose symbol is read by the barcode reader 22 into the bag installed on the bagging shelf 9.

From here, the hardware of the POS terminal 1 will be described. FIG. 3 is a block diagram showing a hardware configuration of the POS terminal 1. The POS terminal 1 includes a CPU (Central Processing Unit) 11, a ROM (Read Only Memory) 12, a RAM (Random Access Memory) 13, a memory unit 14, and the like. The CPU 11 is the control subject. The ROM 12 stores various programs. The RAM 13 develops various data. The memory unit 14 stores various programs. The CPU 11, ROM 12, RAM 13, and memory unit 14 are connected to each other via the data bus 15. The CPU 11, ROM 12, and RAM 13 form the control unit 100. That is, the control unit 100 executes the control process of the POS terminal 1, which will be described later, by operating the CPU 11 according to the control program stored in the ROM 12 or the memory unit 14 and expanded in the RAM 13.

The RAM 13 includes a product information unit 131. The product information unit 131 stores the product information (product name, price, etc.) of the product for which the POS terminal 1 has processed the sales registration.

The memory unit 14 includes a control program unit 141, a product master 142, and a transaction information unit 143. The control program unit 141 stores a program for controlling and processing the POS terminal 1. The product master 142 stores the product information of the product in association with the product code that identifies the product. The transaction information unit 143 will be described later in FIG.

Further, the control unit 100 includes an operation unit 17, a display unit 18, a deposit / withdrawal unit 7, a printer 20, a card reader 21, and a barcode reader 22 via a data bus 15 and a controller 16.

The operation unit 17 is a touch panel type keyboard for operating the POS terminal 1. The bar code reader 22 is a device that optically reads symbols such as a bar code and a two-dimensional code attached to a product. The barcode reader 22 reads the symbol by injecting the reflected light of the symbol of the light emitted by itself or the reflected light of the symbol of natural light. The barcode reader 22 may have a structure that reads the symbol based on the captured image of the symbol. In addition, the display unit 18 displays the contents of the questionnaire and a plurality of answer options for the question.

Further, the control unit 100 connects to the communication I / F 23 via the data bus 15. The communication I / F 23 transmits / receives information to / from the store server 3 and the customer server 5 via the network L. For example, the control unit 100 transmits product information and questionnaire result information to the store server 3 via the communication I / F23.

Subsequently, the transaction information unit 143 will be described. The transaction information unit 143 includes a transaction number unit 1431, a questionnaire response unit 1432, a purchased product unit 1433, a cash register number unit 1434, a person in charge number unit 1435, and a customer code unit 1436. The transaction number unit 1431 stores the transaction number that identifies the transaction. The questionnaire response unit 1432 stores a questionnaire code for specifying the questionnaire displayed in the transaction and a response number for specifying the answer to the questionnaire in association with the transaction of the transaction number stored in the transaction number unit 1431. The purchased product unit 1433 stores the product code related to all the products purchased in the transaction in association with the transaction number stored in the transaction number unit 1431. The registration number unit 1434 stores the registration number (device identification information) that identifies the POS terminal 1 used in the transaction in association with the transaction number stored in the transaction number unit 1431. The person in charge number unit 1435 stores the person in charge number (operator identification information) that identifies the person in charge of operating the POS terminal 1 used in the transaction in association with the transaction number stored in the transaction number unit 1431. The customer code unit 1436 stores a customer code that identifies a customer related to the transaction in association with the transaction number stored in the transaction number unit 1431.

Next, the hardware of the store server 3 will be described. FIG. 5 is a block diagram showing a hardware configuration of the store server 3. As shown in FIG. 5, the store server 3 includes a CPU 31, a ROM 32, a RAM 33, a memory unit 34, and the like. The CPU 31 is the control subject. The ROM 32 stores various programs. The RAM 33 develops various data. The memory unit 34 stores various programs. The CPU 31, ROM 32, RAM 33, and memory unit 34 are connected to each other via the data bus 35. The CPU 31, ROM 32, and RAM 33 constitute the control unit 300. That is, the control unit 300 executes the control process of the store server 3, which will be described later, by operating the CPU 31 according to the control program stored in the ROM 32 or the memory unit 34 and expanded in the RAM 33.

The memory unit 34 includes a control program unit 341, a questionnaire information unit 342, a questionnaire totaling unit 343, and a sales management unit 344. The control program unit 341 stores a program for controlling and processing the store server 3. The questionnaire information unit 342 stores the contents of a plurality of questionnaires displayed on each POS terminal 1 and a plurality of answer options corresponding to each questionnaire. The questionnaire information unit 342 will be described later with reference to FIG. The questionnaire totaling unit 343 stores a specific item related to the transaction and the answer to the questionnaire in association with each other. In the embodiment, the product code for specifying the product, the cash register number for specifying the POS terminal 1, and the person in charge number for specifying the person who operated the POS terminal 1 will be described as an example of a specific item related to the transaction. The questionnaire totaling unit 343 will be described later with reference to FIGS. 7 to 9.

Further, the control unit 300 includes an operation unit 37 and a display unit 38 via the data bus 35 and the controller 36. The operation unit 37 is a keyboard for operating the store server 3. The display unit 38 displays information to the operator of the store server 3.

Further, the control unit 300 connects to the communication I / F 39 via the data bus 35. The communication I / F 39 transmits / receives information to / from the POS terminal 1 and the customer server 5 via the network L.

Next, the questionnaire information unit 342 will be described. The questionnaire information unit 342 includes a questionnaire code unit 3421, a question item unit 3422, an answer code unit 3423, and an answer display unit 3424. The questionnaire code unit 3421 stores a questionnaire code that identifies the questionnaire. In the example of FIG. 6, three types of questionnaire codes are shown: a questionnaire with a questionnaire code "001", a questionnaire with a questionnaire code "002", and a questionnaire with a questionnaire code "003". In fact it has more surveys.

The question item section 3422 stores the question items of the questionnaire specified by the questionnaire code. The answer code unit 3423 stores a code that identifies the answer options that are one-to-one associated with each of the plurality of answer options displayed as the answer items of the questionnaire. The answer display unit 3424 stores information on a plurality of answer options displayed on the display unit 18 as answers to the questionnaire.

In the case of the example of FIG. 6, the questionnaire with the questionnaire code "001" is a questionnaire regarding a specific product to be sold at the store. In addition, the question item section 3422 corresponding to the questionnaire code "001" stores the question item regarding a specific product. Question items such as "I have a question about product B" are stored in the question item section 3422.

Further, the answer display unit 3424 corresponding to the questionnaire code "001" stores a plurality of answer options corresponding to the questionnaire related to a specific product, and the answer options displayed on the display unit 18. In the case of the example of FIG. 6, as an example, 4 of "always purchase", "do not purchase because the price is high", "difficult to understand the display location", and "not interested" corresponding to the question items stored in the question item section 3422. Memorize information about types of answer options.

The answer code unit 3423 stores a code that identifies the answer options that are one-to-one associated with the answer options stored in the answer display unit 3424. The answer code "0001" is associated with the answer option "always buy". The answer code "0002" is associated with the answer option "Do not purchase because the price is high". The answer code "0003" is associated with the answer option "the display location is difficult to understand". The answer code "0004" is associated with the answer option "I'm not interested".

The questionnaire with the questionnaire code "002" is a questionnaire regarding the POS terminal 1 that has made a transaction with the customer. In addition, the question item section 3422 corresponding to the questionnaire code "002" stores the question item regarding the POS terminal 1 that has made a transaction. Question items such as "Please tell us your impressions about the POS terminal 1" are stored in the question item section 3422.

In addition, the answer display unit 3424 corresponding to the questionnaire code "002" stores a plurality of answer options corresponding to the question items related to the POS terminal 1 that has made a transaction, and the answer options displayed on the display unit 18 are stored. To. In the case of the example of FIG. 6, as an example, there are four types of "display is difficult to see", "table is narrow", "operation is difficult to understand", and "self-POS is not required" corresponding to the question items stored in the question item section 3422. Memorize information on answer options.

The answer code unit 3423 stores a code that identifies the answer option, which is associated with the answer option stored in the answer display unit 3424. The answer code "0001" is associated with the answer option "the display is difficult to see". The answer code "0002" is associated with the answer option "the stand is narrow". The answer code "0003" is associated with the answer option "the operation is difficult to understand". The answer code "0004" is associated with the answer option "self-POS is not required".

The questionnaire with the questionnaire code "003" is a questionnaire related to the person in charge of operating the POS terminal 1. In addition, the question item section 3422 corresponding to the questionnaire code "003" stores the question item regarding the person in charge of operating the POS terminal 1. Question items such as "I would like to ask about the person in charge of the cash register" are stored in the question item section 3422.

In addition, the answer display unit 3424 corresponding to the questionnaire code "003" stores a plurality of answer options corresponding to the questions regarding the person in charge of operating the POS terminal 1, and the answer options displayed on the display unit 18 are stored. Will be done. In the case of the example of FIG. 6, as an example, information on answer options of "quick operation", "slow operation", "dissatisfied with customer service attitude", and "nothing in particular" corresponding to the question items stored in the question item section 3422. Remember.

The answer code unit 3423 stores a code that identifies the answer options that are one-to-one associated with the answer options stored in the answer display unit 3424. The answer code "0001" is associated with the answer option "quick operation". The answer code "0002" is associated with the answer option "slow operation". The answer code "0003" is associated with the answer option "I am dissatisfied with the customer service attitude". The answer code "0004" is associated with the answer option "Nothing in particular".

Next, the questionnaire totaling unit 343 will be described. FIG. 7 shows a questionnaire totaling unit 343 that aggregates the questionnaire results in association with the product code that identifies the product. As shown in FIG. 7, the questionnaire totaling unit 343 has a product code unit 3431, a questionnaire code unit 3432, and a response totaling unit 3433. The product code unit 3431 stores a product code that identifies the product. The questionnaire code unit 3432 stores a questionnaire code that identifies the questionnaire conducted on the product of the product code. The answer totaling unit 3433 stores the answer code that identifies the answer to the questionnaire of the questionnaire code unit 3432 and the number of answers associated with the answer code. That is, the number of answers that answered "always buy" the answer option, the number of answers that answered "do not buy because the price is high", and the answer option "the display location is difficult to understand" The number of answers that were answered and the number of answers that were answered "I'm not interested" are stored.

Further, FIG. 8 describes a questionnaire totaling unit 343 that aggregates the questionnaire results of the POS terminal 1 that has made a transaction. As shown in FIG. 8, the questionnaire totaling unit 343 has a cash register number unit 3434, a questionnaire code unit 3435, and a response totaling unit 3436. The registration number unit 3434 stores a registration number that identifies the POS terminal 1 that has made a transaction. The questionnaire code unit 3435 stores a questionnaire code that identifies the questionnaire conducted on the POS terminal 1. The answer totaling unit 3436 stores the answer code that identifies the answer to the questionnaire of the questionnaire code unit 3435 and the number of answers associated with the answer code. That is, the number of answers that answered "the display is difficult to see", the number of answers that answered "the stand is narrow", and the number of answers that answered "the operation is difficult to understand". , Answer options The number of answers that answered "Self POS is not required" is stored.

Next, FIG. 9 describes a questionnaire totaling unit 343 that aggregates the questionnaire results of the person in charge of operating the POS terminal 1. As shown in FIG. 9, the questionnaire totaling unit 343 has a person in charge number unit 3437, a questionnaire code unit 3438, and a response totaling unit 3439. The person in charge number unit 3437 stores the person in charge number that identifies the person in charge who operated the POS terminal 1. The questionnaire code unit 3435 stores a questionnaire code that identifies the questionnaire conducted on the POS terminal 1. The answer totaling unit 3436 stores the answer code that identifies the answer to the questionnaire of the questionnaire code unit 3435 and the number of answers associated with the answer code. That is, there were the number of answers with the answer option "quick operation", the number of answers with the answer option "slow operation", and the answer option "dissatisfied with the customer service attitude". The number of answers and the number of answers with the answer options "Nothing in particular" are stored.

Next, the hardware of the customer server 5 will be described. FIG. 10 is a block diagram showing a hardware configuration of the customer server 5. As shown in FIG. 10, the customer server 5 includes a CPU 51, a ROM 52, a RAM 53, a memory unit 54, and the like. The CPU 51 is the control subject. The ROM 52 stores various programs. The RAM 53 develops various data. The memory unit 54 stores various programs. The CPU 51, ROM 52, RAM 53, and memory unit 54 are connected to each other via the data bus 55. The CPU 51, ROM 52, and RAM 53 form the control unit 500. That is, the control unit 500 executes the control process of the customer server 5, which will be described later, by operating the CPU 51 according to the control program stored in the ROM 52 or the memory unit 54 and expanded in the RAM 53.

The memory unit 54 includes a control program unit 541 and a customer information unit 542. The control program unit 541 stores a program for controlling and processing the customer server 5. The customer information unit 542 stores information related to the customer. The customer information unit 542 will be described later with reference to FIG.

Further, the control unit 500 includes an operation unit 57 and a display unit 58 via the data bus 55 and the controller 56. The operation unit 57 is a keyboard for operating the customer server 5. The display unit 58 displays information to the operator of the customer server 5.

Further, the control unit 500 connects to the communication I / F 59 via the data bus 55. The communication I / F 59 transmits / receives information to / from the POS terminal 1 and the store server 3 via the network L.

Next, the customer information unit 542 will be described. FIG. 11 is a diagram showing a memory configuration of the customer information unit. As shown in FIG. 11, the customer information unit 542 includes a customer code unit 5421, a purchase history unit 5422, a questionnaire history unit 5423, and a questionnaire point unit 5424. The customer code unit 5421 stores a customer code that identifies the customer. The purchase history unit 5422 stores a product code that identifies a product purchased in the past as a history of products purchased in the past by the customer with the customer code stored in the customer code unit 5421. The questionnaire history unit 5423 stores all the questionnaire codes that identify the questionnaires that the customer of the customer code stored in the customer code unit 5421 has answered in the past. The questionnaire point unit 5424 stores the paired value of the questionnaire points acquired by the customer of the customer code stored in the customer code unit 5421 by answering the questionnaire so far. The questionnaire points stored in the questionnaire point section 5424 are added each time the questionnaire is answered, and when the questionnaire points are used, the used questionnaire points are subtracted.

From here, the control of the POS terminal 1 will be described. FIG. 12 is a flowchart showing the flow of control processing of the POS terminal. As shown in FIG. 12, the control unit 100 of the POS terminal 1 determines whether or not the product code related to the product has been acquired by reading the symbol attached to the product by the barcode reader 22 (S11). When it is determined that the product code related to the product has been acquired (Yes in S11), the control unit 100 executes the sales registration process for the product (S12). Then, the control unit 100 returns to S11.

If it is determined that the product code for the product is not acquired (No in S11), it is determined whether the closing key (not shown) included in the operation unit 17 for terminating the transaction has been operated. (S21). When it is determined that the closing key has been operated (Yes in S21), the control unit 100 executes the settlement process related to the transaction based on the product information stored in the product information unit 131 (S22). Then, the control unit 100 transmits the payment processing processed payment information to the store server 3 and inquires about the questionnaire to be displayed to the customer in the transaction (S23). Then, the control unit 100 determines whether or not there is a response from the store server 3 (S24). When there is an answer (No in S24) and there is an answer from the store server 3 (Yes in S24), the control unit 100 displays the answered questionnaire on the display unit 18 (S25).

Here, a display example of the questionnaire in S25 will be described. FIG. 13 is a diagram showing a display example of the questionnaire K related to a specific product displayed on the display unit 18 by the POS terminal 1. As shown in FIG. 13, the display unit 18 displays a message K1 indicating that the questionnaire K is a questionnaire for the product B, which is a specific product, and a plurality of response options K2 for the questionnaire K. The answer options are "always buy" display K21, "do not buy because the price is high" display K22, "I don't know where to check" display K23, and "not interested" display K24. The customer operates one of the touch keys (operation unit 17) provided at a position corresponding to the display of each answer option to select one option.

Returning to the description of FIG. Next, the control unit 100 associates the transaction number that identifies the transaction with the product information and payment information related to the product that has been settled, and when the customer answers the questionnaire, the questionnaire code that identifies the questionnaire, and the customer selects it. The answer code corresponding to the choice, the product code of the purchased product, the cash register number of the POS terminal 1 that made the transaction, the person number that identifies the person in charge of operating the POS terminal 1 that made the transaction, and the customer's related to the transaction. The customer code is stored in the transaction information unit 143 (S26). Then, the control unit 100 returns to S11. In S26, when the customer answers the questionnaire, the questionnaire code and the answer code are transmitted to the customer server 5, and the customer server 5 generates questionnaire points for the answer to the questionnaire.

If it is determined that the operation is not the tightening key (No in S21), the control unit 100 determines whether it is the timing of the settlement process (S31). The settlement process is performed at a predetermined timing (for example, once a day at a predetermined time) on the POS terminal 1. The settlement process is to transmit, for example, information (product information and payment information) related to products sold in one day to the store server 3 on the POS terminal 1. When it is determined that it is the timing of the settlement process (Yes in S31), the control unit 100 transmits the information stored in the transaction information unit 143 to the store server 3 (S32). That is, the control unit 100 transmits the transaction number, the questionnaire code, the answer code, the product code of the purchased product, the cash register number, the person in charge number, and the customer code stored in the transaction information unit 143 to the store server 3. Then, the control unit 100 returns to S11. The control unit 100 is. After performing the processing of S32, the transaction information unit 143 is cleared. If it is determined that it is not the timing of the settlement process (No in S31), the control unit 100 returns to S11.

In this way, at a predetermined timing, the POS terminal 1 associates the questionnaire code, the answer code, the product code of the purchased product, the cash register number of the POS terminal 1, the person in charge number, and the customer code with the transaction number. Send to server 3. Therefore, the store server 3 can aggregate the answers to the questionnaire for a specific item.

From here, the functional configuration of the store server 3 will be described. FIG. 14 is a functional block diagram showing a functional configuration of the store server. As shown in FIG. 14, the control unit 300 of the store server 3 follows the control program stored in the ROM 32 and the memory unit 34 and expanded in the RAM 33, so that the questionnaire extraction unit 301, the aggregation control unit 302, the extraction unit 303, and the output It functions as a unit 304.

The questionnaire extraction unit 301 extracts a questionnaire from the questionnaire information unit 342. Specifically, the questionnaire extraction unit 301 extracts a questionnaire other than the questionnaire specified by the customer's past questionnaire code received from the customer server 5.

The aggregation control unit 302 aggregates and stores the answers to the questionnaire input in the POS terminal 1 that has processed the purchased product in association with a specific item.

For example, when the aggregation control unit 302 aggregates the answers to the questionnaire as shown in FIG. 7, the aggregation control unit 302 associates the questionnaire code with the product code (specific item) stored in the product code unit 3431. The questionnaire code and the answer code of the questionnaire are stored in the section 3432. In addition, the aggregation control unit 302 aggregates the number of responses of the response code in the response aggregation unit 3433 for the product of the product code. For example, the answers to the questionnaire for product B are totaled, and the number of answers for "always buy" is 5, the number of "do not buy because the price is high" is 4, and the number of "display location is difficult to understand". It is assumed that the number of responses of 20 and "not interested" was 10. In this case, the aggregation control unit 302 displays the response code and the number of answers of "always purchase" in the response aggregation unit 3433, the answer code and the number of answers of "do not purchase because the price is high", and "display". The answer code and the number of answers for "the location is difficult to understand" are stored in 20 cases, and the answer code and the number of answers for "not interested" are stored in the answer totaling section 3433.

Further, for example, when the aggregation control unit 302 aggregates the answers to the questionnaire as shown in FIG. 8, the aggregation control unit 302 associates the questionnaire number (specific item) stored in the registration number unit 3434 with the registration number (specific item). The questionnaire code and the answer code of the questionnaire are stored in the questionnaire code section 3435. In addition, the aggregation control unit 302 aggregates the number of responses of the response code to the response aggregation unit 3436 for the registration number. For example, the answers to the questionnaire for the POS terminal 1 of the cash register number are totaled, and the number of answers for "the display is difficult to see" is 10, the number of answers for "the stand is narrow" is 2, and the number of answers for "the operation is difficult to understand". There were 30 responses, and the number of responses for "self-POS is not required" was 2. In this case, the aggregation control unit 302 gives the response aggregation unit 3436 the answer code of "difficult to see the display" and the number of answers of 10, the answer code of "the stand is narrow" and the number of answers of 2, and "the operation is difficult to understand." The answer code and the number of answers of "" are stored in 30 cases, and the answer code and the number of answers of "self-POS is not required" are stored in the answer totaling unit 3436.

Further, for example, when the aggregation control unit 302 aggregates the answers to the questionnaire as shown in FIG. 9, the aggregation control unit 302 associates with the person in charge number (specific item) stored in the person in charge number unit 3437. Then, the questionnaire code and the answer code of the questionnaire are stored in the questionnaire code section 3438. In addition, the aggregation control unit 302 aggregates the number of responses of the response code to the response aggregation unit 3439 for the person in charge number. For example, the responses to the questionnaire to the person in charge are totaled, and the number of responses for "quick operation" is 10, the number of responses for "slow operation" is 5, and the number of responses for "dissatisfied with customer service" is 30. , "Nothing in particular" was answered by 5 cases. In this case, the aggregation control unit 302 gives the response aggregation unit 3439 an answer code of "quick operation" and 10 answers, a response code of "slow operation" and 5 answers, and "dissatisfied with the customer service attitude". The answer code and the number of answers of "Yes" are stored in 30 cases, and the answer code and the number of answers of "Nothing in particular" are stored in 5 cases in the answer totaling section 3439.

The extraction unit 303 is related to a specific item stored in the questionnaire totaling unit 343, and extracts the characteristics of the response to the questionnaire. Specifically, the extraction unit 303 associates with the product code, which is a specific item stored in the questionnaire totaling unit 343, and gives a characteristic answer from the answer result of the questionnaire about the product of the product code. Is extracted. In this case, the number of answers for "always buy" is 5, the number of "do not buy because the price is high" is 4, and the number of "display location is difficult to understand" stored in the questionnaire totaling section 343. Of the 20 responses and 10 responses of "not interested", the answer of "difficult to understand the display location", which has the largest number of responses, is extracted as the characteristics of the responses to the questionnaire. That is, the feature related to the answer to the questionnaire that the display place of the product B is difficult to understand is extracted.

Further, for example, a characteristic answer is extracted from the answer result of the questionnaire about the POS terminal 1 of the registration number in association with the registration number which is a specific item stored in the questionnaire totaling unit 343. In this case, the number of answers for "the display is difficult to see" is 10, the number of answers for "the stand is narrow" is 2, and the number of answers for "the operation is difficult to understand" is 30 stored in the questionnaire totaling section 343. Of the two responses to "self-POS is not required", the answer to "difficult to understand operation", which has the largest number of responses, is extracted as the characteristics of the responses to the questionnaire. That is, the POS terminal 1 extracts the feature related to the answer to the questionnaire that the operation is difficult to understand.

Further, for example, a characteristic answer is extracted from the answer result of the questionnaire about the person in charge of the person in charge number in association with the person in charge number which is a specific item stored in the questionnaire totaling unit 343. In this case, the number of responses for "quick operation" is 10, the number of responses for "slow operation" is 5, and the number of responses for "dissatisfied with customer service attitude" is 30 stored in the questionnaire totaling unit 343. Of the five responses, "Nothing in particular", the answer "I'm dissatisfied with the customer service attitude", which has the largest number of responses, is extracted as the characteristics of the responses to the questionnaire. That is, the characteristics related to the response to the questionnaire that the person in charge has a poor customer service attitude are extracted.

The output unit 304 outputs a message indicating the features extracted by the extraction unit 303. Specifically, the output unit 304 outputs, for example, by displaying a message on the store server 3 that the display location of the product B is difficult to understand. Further, the output unit 304 outputs the POS terminal 1 by displaying a message on the store server 3 that the operation is difficult to understand. The output unit 304 outputs a message indicating that there is a problem in the customer service attitude of the person in charge on the store server 3. The output unit 304 may output a message indicating the features extracted by the extraction unit 303 to another device such as the POS terminal 1.

Next, the control of the store server 3 will be described. FIG. 15 is a flowchart showing the flow of control processing of the store server 3. As shown in FIG. 15, the control unit 300 of the store server 3 determines whether the product information and the payment information have been received from the POS terminal 1 (S41). When it is determined that the product information and the payment information have been received (Yes in S41), the control unit 300 stores the received product information and the payment information in the sales management unit 344 (S42). Next, the control unit 300 transmits the customer code of the customer and inquires of the customer server 5 about the questionnaire conducted in the past for the customer based on the customer code received at the same time (S43). Then, the customer server 5 receives the response of the information related to the past questionnaire to the customer (S44). Next, the questionnaire extraction unit 301 extracts the questionnaire to the customer from the questionnaire information unit 342 by referring to the information related to the past questionnaire for the customer received from the customer server 5 (S45). That is, the questionnaire extraction unit 301 extracts from the questionnaire information unit 342 a questionnaire other than the questionnaire conducted in the past for the customer received from the customer server 5 (S45). This is to prevent the same customer from repeating the same questionnaire and to have the customer answer a wide range of questionnaires. Then, the control unit 300 transmits the extracted questionnaire to the POS terminal 1 (S46). Then, the control unit 300 returns to S41.

In the process of S46, the control unit 300 transmits the questionnaire code of the questionnaire transmitted to the POS terminal 1 to the customer server 5 together with the customer code.

If it is determined that the product information and the payment information are not received (No in S41), the control unit 300 determines whether or not the response to the questionnaire has been received from the POS terminal 1 (S51). When it is determined that the response to the questionnaire has been received (Yes in S51), the aggregation control unit 302 aggregates and stores the response to the received questionnaire in the questionnaire aggregation unit 343 in association with a specific item related to the transaction. (S52). Then, the control unit 300 returns to S41.

If it is determined that the answer to the questionnaire is not received (No in S51), the control unit 300 determines whether or not there is an instruction to analyze the answer to the questionnaire (S61). The instruction for analyzing the response to the questionnaire is instructed by the operation of the operation unit 37 or at a predetermined time. When it is determined that there is an instruction to analyze the answers to the questionnaire (Yes in S61), the extraction unit 303 extracts the answer having the largest number of answers to the questionnaire stored in the questionnaire totaling unit 343 (S62). ..

For example, as shown in FIG. 7, when extracting the questionnaire result corresponding to the product code, the characteristic answer (the most common answer) related to the answer of the questionnaire that the display place of the product B is difficult to understand is extracted. Further, as shown in FIG. 8, when extracting the questionnaire result corresponding to the POS terminal 1, the characteristic answer (the most common answer) related to the answer of the questionnaire that the operation of the POS terminal 1 is difficult to understand is extracted. Further, as shown in FIG. 9, when extracting the questionnaire results corresponding to the person in charge of operating the POS terminal 1, the characteristic answer (the most common answer) is related to the answer of the questionnaire that the person in charge does not have a good customer service attitude. ) Is extracted.

When extracting the answer result of the questionnaire in S62, the extraction unit 303 does not answer the largest number of answers, but extracts, for example, when the number of answers to the questionnaire is twice or more the number of other answers. It is also possible to extract only the results in which the response results show remarkable characteristics.

Then, the output unit 304 outputs a message for the questionnaire result extracted by the extraction unit 303 (S63). After confirming the output message, for example, the store manager takes measures that contribute to the improvement of the store based on the output result. Then, the control unit 300 returns to S41. If it is determined that the instruction is not an instruction to analyze the answer to the questionnaire (No in S61), the control unit 300 returns to S41.

According to the store server 3 of such an embodiment, it is possible to analyze the questionnaire result and use it as the strength of the store.

From here, the control of the customer server 5 will be described. FIG. 16 is a flowchart showing the flow of control processing of the customer server 5. As shown in FIG. 16, the control unit 500 of the customer server 5 determines whether the product information has been received from the POS terminal 1 (S71). When it is determined that the product information has been received from the POS terminal 1 (Yes in S71), the control unit 500 stores the product code included in the product information received in the purchase history unit 5422 and updates the customer information unit 542. (S72).

Next, the control unit 500 determines at the same time whether or not the information indicating that the questionnaire has been answered and the questionnaire code have been received (S73). When it is determined that the information indicating that the questionnaire has been answered has been received (Yes in S73), the control unit 500 additionally stores the questionnaire code in the questionnaire history unit 5423 (S74). Then, the control unit 500 adds (that is, gives) the questionnaire points obtained by answering the questionnaire to the questionnaire points stored in the questionnaire point unit 5424 of the customer, and stores the questionnaire points (S75). Then, the control unit 500 returns to S71.

If it is determined that the product information is not received from the POS terminal 1 (No in S71), the control unit 500 determines whether the inquiry has been received from the store server 3 (S81). When it is determined that the inquiry has been received from the store server 3 (Yes in S81), the control unit 500 has a past questionnaire of the customer stored in the questionnaire history unit 5423 based on the customer code received at the same time. The questionnaire code indicating the above is extracted (S82). Then, the control unit 500 transmits the extracted past questionnaire code to the store server 3 (S83). Then, the control unit 500 returns to S71.

When a customer answers a questionnaire, the customer server 5 of such an embodiment stores the answered questionnaire for each customer. Further, when the customer answers the questionnaire, the customer server 5 gives the customer questionnaire points. Therefore, the customer is motivated to answer the questionnaire.

Although the embodiments of the present invention have been described above, these embodiments are presented as examples and are not intended to limit the scope of the invention. These embodiments can be implemented in various other embodiments, and various omissions, replacements, changes, and combinations can be made without departing from the gist of the invention. These embodiments and modifications thereof are included in the scope and gist of the invention, and are also included in the scope of the invention described in the claims and the equivalent scope thereof.

For example, in the embodiment, the store server 3 performs the processing of extracting the questionnaire for the customer (processing of S43 to S45). However, the present invention is not limited to this, and the questionnaire information unit 342 may be copied from the store server 3 to the POS terminal 1 so that the POS terminal 1 processes the extraction of the questionnaire. Further, the customer server 5 may have a questionnaire information unit 342, and the customer server 5 may perform the process of extracting the questionnaire.

Further, in the embodiment, the store server 3 is provided with the role of the questionnaire server. However, the present invention is not limited to this, and the questionnaire server may be a server different from the store server 3. In this case, the questionnaire server becomes the information processing device.

Further, in the embodiment, the store server 3 has been described as an example of the information processing device. However, the present invention is not limited to this, and for example, the POS terminal 1 or the customer server 5 may have an information processing device configuration.

Moreover, in the embodiment, it has been described using a plurality of POS terminals 1. However, the present invention is not limited to this, and the number of POS terminals 1 may be one or more.

Further, in the embodiment, the self-type POS terminal has been used as the POS terminal 1. However, the present invention is not limited to this, and the POS terminal 1 may be a normal POS terminal operated by a clerk or a semi-self-type POS terminal in which a clerk performs a sales registration operation and a customer performs a payment operation.

The program executed by the information processing apparatus of the embodiment is a file in an installable format or an executable format, and is a computer such as a CD-ROM, a flexible disk (FD), a CD-R, or a DVD (Digital Versatile Disc). It is recorded and provided on a readable recording medium.

Further, the program executed by the information processing apparatus of the embodiment may be stored on a computer connected to a network such as the Internet and provided by downloading via the network. Further, the program executed by the information processing apparatus of the embodiment may be configured to be provided or distributed via a network such as the Internet.

Further, the program executed by the information processing apparatus of the embodiment may be configured to be provided by incorporating it into a ROM or the like in advance.

1 POS terminal 3 Store server 5 Customer server 100 Control unit 143 Transaction information unit 300 Control unit 301 Questionnaire extraction unit 302 Aggregation control unit 303 Extraction unit 304 Output unit 342 Questionnaire information unit 343 Questionnaire aggregation unit 500 Control unit 542 Customer information unit 1431 Transaction Number part 1432 Questionnaire answer part 1433 Purchased product part 1434 Cash register number part 1435 Person in charge number part 1436 Customer code part 3421 Questionnaire code part 3422 Questionnaire part 3423 Answer code part 3424 Answer display part 3431 Product code part 3432 Questionnaire code part 3433 Answer summary Department 3434 Questionnaire number department 3435 Questionnaire code department 3436 Answer totaling department 3437 Person in charge number department 3438 Questionnaire code department 3439 Answer totaling department 5423 Questionnaire history department 5424 Questionnaire point department

Special Table 2007-65749

Claims (6)

A questionnaire totaling unit that aggregates and stores the answers to the questionnaire entered in the sales data processing device that processed the products to be purchased in association with specific items.
An extraction unit that extracts the characteristics of the answers to the questionnaire related to the specific item stored in the questionnaire aggregation unit, and an extraction unit.
An output unit that outputs a message indicating the characteristics extracted by the extraction unit, and an output unit.
Information processing device equipped with. The questionnaire totaling unit stores, as the specific item, product identification information that identifies the product processed by the sales data processing device in association with the response to the questionnaire.
The extraction unit extracts the characteristics of the answers related to the product aggregated in the questionnaire aggregation unit.
The information processing device according to claim 1. The questionnaire totaling unit stores, as the specific item, device-specific information that identifies the sales data processing device in association with the response to the questionnaire.
The extraction unit extracts the characteristics of the answers related to the sales data processing device aggregated in the questionnaire aggregation unit.
The information processing device according to claim 2. The questionnaire totaling unit stores, as the specific item, operator-specific information that identifies an operator who operates the sales data processing device in association with an answer to the questionnaire.
The extraction unit extracts the characteristics of the answers related to the operator aggregated in the questionnaire totaling unit.
The information processing device according to claim 2. Questionnaire information section that stores multiple questionnaire items,
A questionnaire extraction unit that extracts questionnaires from the questionnaire information unit, and a questionnaire extraction unit
The information processing apparatus according to any one of claims 1 to 4, further comprising. A computer as an information processing device equipped with a questionnaire aggregation unit that aggregates and stores the answers to the questionnaire entered in the sales data processing device that processed the purchased products in association with specific items.
An extraction unit that extracts the characteristics of the answers to the questionnaire related to the specific item stored in the questionnaire aggregation unit, and an extraction unit.
An output unit that outputs a message indicating the characteristics extracted by the extraction unit, and an output unit.
A program to make it work.

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