KR100909654B1 - Customer Satisfaction Survey System and Method - Google Patents

Abstract

The present invention relates to a system and method for collecting and analyzing statistical opinions and surveys provided from civilians or customers in a plurality of areas through a computer network.

According to the present invention, a system for receiving information from a plurality of complaints to analyze the analysis and provide information, Dedicated terminal is installed in a plurality of areas for receiving identification information and opinion information data from the complaints; A research server connected to the plurality of dedicated terminals to receive and collect data inputted from the civil affairs, and to verify whether the data is duplicated by using the identification information of the collected data, and to process the opinion information into a database after statistical analysis; A database storing information databased by the survey server; And a display terminal installed in each region and displaying a satisfaction index processed by the survey server for statistical analysis. The customer satisfaction survey system is disclosed.

Description

System and method for researching customer satisfaction index}

The following drawings attached to this specification are illustrative of preferred embodiments of the present invention, and together with the detailed description of the invention to serve to further understand the technical spirit of the present invention, the present invention is a matter described in such drawings It should not be construed as limited to.

1 is a view showing the main configuration of the customer satisfaction survey system according to an embodiment of the present invention.

2 is a diagram illustrating an example of assigning a serial number to a dedicated terminal installed in a region in a customer satisfaction survey system according to the present invention.

3 is a block diagram showing the main configuration of each function of the survey server in the customer satisfaction survey system according to an embodiment of the present invention.

4 is an exemplary screen illustrating an example of information output to a display terminal in a customer satisfaction survey system according to an exemplary embodiment of the present invention.

5 is a diagram illustrating a procedure of a customer satisfaction survey method in order according to an embodiment of the present invention.

<Explanation of symbols for the main parts of the drawings>

110: investigation server 120: dedicated terminal

130: display terminal 140: database

150: manager terminal

The present invention relates to a survey system for receiving opinions from a plurality of complaints and customers, and more particularly, to a system for collecting and analyzing statistical surveys provided through a computer network.

In recent years there has been an increasing number of companies and public institutions that are interested in the opinions of customers (general civil complaints using public institutions are also customers in a broad sense). This is because the importance of understanding the opinions and trends of customers, such as the work of public institutions, corporate management, and marketing analysis, is increasing day by day. Furthermore, there is a perception that promptly responding to the voices of customers and responding appropriately is an essential element to increase corporate competitiveness.The customer satisfaction survey, that is, the objective measurement and evaluation of customer characteristics and service satisfaction By finding ways to improve the quality of information, researches that properly reflect the activities of corporations and government agencies and seek to improve services are becoming more and more common.

In accordance with this importance, various communication networks such as the Internet are used to investigate customer responsiveness, satisfaction, opinion, and improvement. Such a research system using the Internet has the advantage of being able to investigate beyond the limitations of time and space, but it is often considered as a comprehensive and creative investigation of social issues. There is a problem that cannot properly reflect customer opinion on the back.

In addition, due to the development of technology and education, the population using the Internet is increasing, but there are many customers who are not yet familiar with communication media such as the Internet, and anonymity in the virtual space of the Internet. As a result, it is difficult to say that the results of the survey analysis directly reflect the opinions of the customers, and the results are often different from the actual ones, which raises many questions about objectivity and reliability of the survey results. .

On the other hand, in recent years, a method of surveying using a mobile communication terminal, which has been popularized, has been used, but it is not possible to conduct a limited survey on people who have visited the relevant public institutions or workplaces, and also visited people who visited the site. There is a problem that the reliability and accuracy of the survey cannot be determined because the survey is not directly conducted by the company. In addition, this method also has a problem that it is still difficult to investigate the opinions of the customers who are not yet familiar with the mobile terminal such as the elderly.

Moreover, the general public tends to be reluctant to participate in surveys without much benefit to them, and much effort is needed to study ways to increase participation rate in surveys and opinions.

The present invention has been made to solve the problems described above, to provide a survey system that can increase the field and objectivity of the survey by receiving the opinion directly from the customer in the field where the opinion survey is needed. There is a purpose.

In addition, it is possible to ensure that the public can easily provide a questionnaire or opinion to ensure the reliability and diversity of the survey, and to provide a method and system that can encourage more participation in the survey.

Furthermore, it is another object to provide a system for providing feedback to those who participated in the survey by analyzing and reflecting the surveyed opinion or question in real time.

Other objects and advantages of the invention will be described below and will be appreciated by the embodiments of the invention. Furthermore, the objects and advantages of the present invention can be realized by means and combinations indicated in the appended claims.

In order to achieve the above object, the customer satisfaction survey system according to the present invention is a system for receiving information from a plurality of complaints and analyzing the information and providing the information. Dedicated terminal receiving the; A research server connected to the plurality of dedicated terminals to receive and collect data inputted from the civil affairs, and to verify whether the data is duplicated by using the identification information of the collected data, and to process the opinion information into a database after statistical analysis; A database storing information databased by the survey server; And a display terminal installed in each region and displaying a satisfaction index processed by the survey server for statistical analysis.

Preferably, the survey server receives the telephone number as identification information from the complaint, uses the opinion information in the statistical analysis process after the authentication process, and informs the SMS to confirm the information to the telephone number.

Further, the identification information is preferably made of at least one or a combination of social security number, telephone number, ticket unique number, purchase receipt unique number.

In addition, the dedicated terminal or the display terminal is preferably connected to the survey server via an intranet, the dedicated terminal is given an individual unique number and a region number divided by a predetermined region is the number when providing data to the survey server It is preferable to provide with.

In addition, the survey server may process the data collected at the time of statistical analysis, the area according to the area code, the individual according to the unique number and process the individual and the satisfaction index processed by the display terminal by the whole and area It is desirable to provide.

In particular, when the predetermined satisfaction index is reached when calculating the satisfaction index after the statistical analysis process, it is preferable to process the event winner with the identification information of the private terminal received at the time of arrival.

When calculating the satisfaction index after statistical analysis, if the satisfaction index of the entire region and the region satisfaction index are the same, it is preferable to process the event winner with the identification information of the complainant in the dedicated terminal received at the same time.

Preferably, the questionnaire data to be used for inputting the opinion information of the complainant to the dedicated terminal is provided from the survey server.

More preferably, the manager terminal is connected to the survey server to monitor the maintenance and statistical processing of the survey server and to provide survey data.

According to another aspect of the present invention, a method of receiving opinions from a plurality of complaints and analyzing them and providing information, comprising: (a) receiving identification information and opinion information data input from a complaint from a dedicated terminal installed in a plurality of areas; step; (b) using the identification information of the received data to determine whether or not the data input by the complainant is duplicated, and deleting the duplicated data if the duplicated data is authenticated; (c) statistically processing opinion information of the authenticated data to make a database; And (d) displaying the satisfaction indexes calculated after the statistical analysis on a plurality of display terminals installed in each region.

Preferably, the method further comprises: transmitting survey data to dedicated terminals installed in a plurality of regions, and assigning unique numbers and region codes divided by predetermined regions to each dedicated terminal.

Further, it is preferable to further include a step of deleting the data according to the identification information that is not successful authentication by inquiring the identification information to the specialized authentication system to process the authentication.

In addition, after the step (a), after receiving the opinion information data, and notifying the opinion providing confirmation information to the telephone number included in the identification information of the data to the SMS; preferably further comprises a.

In addition, in the step (c), it is preferable to perform processing by dividing the whole, region, and individual at the time of statistical analysis through the unique number and area number of the dedicated terminal included in the received opinion information data.

In particular, if the predetermined satisfaction index reaches a predetermined satisfaction index when calculating the satisfaction index after the statistical analysis process in the step (c), processing the event winner with the identification information of the private terminal received at the time of arrival; It is desirable to.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings. Prior to this, terms or words used in the specification and claims should not be construed as having a conventional or dictionary meaning, and the inventors should properly explain the concept of terms in order to best explain their own invention. Based on the principle that can be defined, it should be interpreted as meaning and concept corresponding to the technical idea of the present invention. Therefore, the embodiments described in the specification and the drawings shown in the drawings are only the most preferred embodiment of the present invention and do not represent all of the technical idea of the present invention, various modifications that can be replaced at the time of the present application It should be understood that there may be equivalents and variations.

1 is a view showing the main configuration of the customer satisfaction survey system according to an embodiment of the present invention.

Referring to FIG. 1, the customer satisfaction survey system 100 according to the present invention is installed at a plurality of local sites through an intranet, which is a dedicated network, and receives a number of dedicated terminals 120 and a plurality of dedicated terminals that receive opinions of the complainants and customers. Installed in the region of the display terminal 130 for displaying the opinion analysis result and customer satisfaction index and the survey server 110 for analyzing and processing the provided opinion information data is connected, the survey server 110 to the database 140 And the manager terminal 150 is connected is configured.

The dedicated terminal 120 is installed in the main area where the opinion collection or survey is required, and receives the opinion through a simple operation input from the customer or the civil complaint in the field. In addition, in order to receive input from a customer, the survey data transmitted from the survey server 110 is outputted, and opinion information is provided as a response of the customer. Here, the dedicated terminal 120 may store the survey data updated every predetermined period from the survey server 110 and output the survey data at the time of responding to the customer's survey, or at the time of responding to the survey of the customer in real time. It may be received from the output 110 and output.

Furthermore, a unique number and an area code are assigned to the dedicated terminal 120 installed in the various regions, which will be described with reference to FIG. 2.

2 is a diagram illustrating an example of assigning a serial number to a dedicated terminal installed in a region in a customer satisfaction survey system according to the present invention.

Referring to FIG. 2, an example of assigning a serial number to a dedicated terminal 120 installed in a region in the system 100 of the present invention is to set a region serial number by dividing a certain region, and set a unique region for each region. Give a number. In addition, a unique number is assigned to each dedicated terminal 120 included in the corresponding area. For example, assuming that the area code of Gangseo-gu is set to # 100 and that Gangnam-gu is set to # 200 and Gangdong-gu is set to # 300, the dedicated terminal installed in Gangseo-gu office is # 101, and the dedicated terminal installed in Gangseo Post Office is # 102, Gangseo Police Station. Dedicated terminal installed in the # 103, etc. can be assigned a unique terminal unique number. Similarly, dedicated terminals installed in major areas of Gangnam-gu are # 201, # 202, and # 203, respectively, and Gangdong-gu can be assigned a unique number as # 301, # 302, and # 303.

By using this, if the dedicated terminal 120 transmits the opinion information data inputted from the customer and the dedicated terminal unique number together to the survey server 110, it is possible to distinguish which region and which dedicated terminal by the corresponding unique number. For example, if the opinion information data and the unique number of # 102 is transmitted, it can be determined that the customer opinion entered at the Gangseo Post Office in the Gangseo-gu region based on the above-described assumption.

The survey server 110 is connected to the plurality of dedicated terminals 120 and collects opinion information data received from a civil complaint or a customer to make a database, analytical processing, and the like. The main configuration of the survey server 110 will be described with reference to FIG. 3.

3 is a block diagram showing the main configuration of each function of the survey server in the customer satisfaction survey system according to an embodiment of the present invention.

Referring to FIG. 3, the survey server 110 includes a dedicated terminal management module 111, a display management module 112, an input data collecting unit 113, an authentication processing unit 114, a statistical analysis processing unit 115, and an SMS. The notification processor 116, the satisfaction index calculator 117, the event winning processor 118, and the database management module 119 are included.

The dedicated terminal management module 111 performs data communication with the plurality of dedicated terminals 120 to transmit survey data, receive customer opinion information data in response thereto, and manage the dedicated terminals 120. In addition, the dedicated terminal management module 111 performs an update process for transmitting the prepared questionnaire data to the dedicated terminals 120.

The display management module 112 manages the display terminals 130, such as transmitting data, such as the statistical analysis and the calculated customer satisfaction index, to the display terminals 130 installed in each region. Play a role.

The input data collecting unit 113 collects data received through the dedicated terminal management module 111 for each dedicated terminal installed in a plurality of regions. The data collected in this way are collected by each region, each dedicated terminal, and the whole. At this time, it can be classified based on the area code set for each area and the unique number assigned to each dedicated terminal. In addition, the collected data includes opinion information data input by a customer or a petitioner, and identification information data in which identification information for identifying the corresponding customer or petitioner is input.

The authentication processor 114 determines whether the data of the input data collection unit 113 is duplicate customer or duplicate complaints through identification information data and excludes duplicate cases. In addition, more preferably, in connection with an external professional authentication system 500, it is possible to authenticate whether the user is a real user and use the corresponding data only when the user is authenticated as the real user. This procedure is intended to increase the reliability and objectivity of survey analysis. In the authentication processing unit 114, a resident number, a phone number, a ticket unique number, a purchase receipt unique number, and the like may be used as identification information data for duplicate checks and real user authentication of a customer or a complaint. For example, the ticket unique number may be used as authentication information for distinguishing a real user who purchased an entrance ticket such as an exhibition hall. In this case, the external professional authentication system 500 may be, for example, a ticket issuing system. In another example, where a product is sold, only the actual purchaser may be distinguished using the purchase receipt unique number.

The statistical analysis processing unit 115 is a database for each item of the opinion information data collected by the input data collection unit 113 according to the items authenticated by the authentication processing unit 114 and statistical analysis for each item and information Perform the process. In the statistical analysis process, the collected target data or the area divided by the area code or the area according to the unique number are processed separately.

The SMS notification processing unit 116 confirms the receipt of the questionnaire for the customer and the complaint person whose authentication has been completed through the authentication processing unit 114, that is, the identification information whose authentication is completed, by a phone number included in the corresponding identification information. It serves to inform. Through this, customers and complainants can confirm that the opinions and surveys provided by them are reflected.

The satisfaction index calculator 117 calculates a satisfaction index for each item based on the information analyzed by the statistical analysis processor 115. This is an exponential expression of the satisfaction / dissatisfaction ratio for an item, which can be expressed as a percentage or as a score.

The event winning processor 118 serves to draw a winner according to the satisfaction index calculated by the satisfaction index calculator 117. When the satisfaction index calculated in real time reaches a predetermined predetermined index, the event winning processor 118 determines the customer and the complainant corresponding to the identification information input to the dedicated terminal at that time as the winner. Another lottery process of the event winning processing unit 118 compares the premise satisfaction index and the regional satisfaction index among the satisfaction indexes calculated in real time, and the customer and civil complaint corresponding to the identification information input to the dedicated terminal when the two indexes are the same. Will be judged the winner. In this case, winners will be generated for each region. The winning customers and complaints can be given benefits such as gifts and points. This provides incentives to encourage customers and complaints to respond to feedback and surveys.

The database management module 119 maintains the database 140 and plays a role of accessing, changing, and deleting data in the database 140. In addition, the statistical analysis processing unit 115 serves to store the database information in the database (140).

The database 140 stores various data processed by the research server 110.

The manager terminal 150 is connected to the survey server 110 to enable a system administrator to maintain the survey server 110, the statistical analysis and input / output situation processed by the survey server 110 The terminal can monitor the back. In addition, the manager may receive a questionnaire data used to provide customer feedback through the manager terminal 150.

Lastly, the display terminal 130 is installed in a main area in order to provide feedback to customers and complaints responding to questionnaires and opinions, and outputs and provides contents such as a customer satisfaction index and a statistical analysis situation. 4 illustrates an example of information output from the display terminal 130. Referring to FIG. 4, the information displayed on the display terminal 130 in the customer satisfaction survey system 100 according to an exemplary embodiment will be described as an example.

Referring to FIG. 4, the display terminal 130 is installed in major areas such as government offices, banks, theaters, exhibition halls, and the like, and provides feedback on providing opinions to customers and complaints. The display terminal 130 may use a display device such as a PDP or LCD, and displays data and information managed by the display management module 112 of the research server 110 and transmitted from the module. For example, the displayed information is assumed to be a questionnaire survey and satisfaction survey for a movie screened in a theater, and an area (A) representing information of a movie currently being played and an area for outputting subtitles for information delivery. The screen is divided into (B) and an area (C) representing a customer satisfaction index for the movie. Here, the area C representing the customer satisfaction index is an area C1 representing the satisfaction index surveyed in the entire region theater for the movie and an area C2 representing the satisfaction index surveyed in the region where the display terminal is currently installed. Can be distinguished. Therefore, the movie viewer can check the movie information and the evaluation of the current movie. In addition, the customer provided feedback through a dedicated terminal can be provided with feedback to compare the opinions and analysis results.

Next, a customer satisfaction survey method according to an embodiment of the present invention will be described with reference to FIG.

5 is a diagram illustrating a procedure of a customer satisfaction survey method in order according to an embodiment of the present invention.

Referring to FIG. 5, first, a questionnaire data to be used for surveys and opinions is transmitted to dedicated terminals installed in a plurality of regions, and each unique terminal is assigned a unique number and a region number divided by a predetermined region. Thus, a number of dedicated terminals are ready to receive input from the customer and the complaints and surveys (S 10).

When the customer and the complainant input a comment through the dedicated terminal or input information to respond to the survey, the opinion information data is generated and received by the survey server. In addition, the opinion information further includes identification information received from the customer and the complaint. Furthermore, when the opinion information data is received by the research server, the unique number and area code of each dedicated terminal are included together and transmitted.

The received data is processed using the identification information included in the data to determine whether the corresponding customer and complaints are duplicates. In addition, by interworking with an external professional authentication system, the identification information may be inquired by adding a procedure for processing an identity authentication (S30).

In the case of a duplicate user or a user who does not succeed in authentication after such a duplicate determination and identity authentication process, a procedure for discarding the opinion information data is deleted or excluded from use in analysis.

On the other hand, if the authentication is successful as a real user and not as a duplicate user after the determination of duplicate and identity authentication, the opinion information data is used for statistical analysis. In this statistical analysis process, a predetermined questionnaire and opinions are statistically analyzed and itemized, and the processed data is stored in a database. In this case, statistical analysis may be performed by dividing the whole, region, or individual into an analysis information. In addition, the customer satisfaction index is calculated in this process (S 50).

Next, the opinion information data used in the statistical analysis after successful authentication as described above to notify the SMS of the contents to confirm the fact that the opinion provided to the telephone number of the customer and the complaints corresponding to the identification information included in the data. As a result, the customer and the complainant can confirm that the opinion and questionnaire provided by the client are reflected. (S 60)

After the above process, the statistical analysis processing result information and the calculated customer satisfaction index information are transmitted to the display terminals installed in each major region for the procedure to be displayed. In this case, the provided customer satisfaction index may be divided into a total satisfaction index and a regional satisfaction index (S 70).

In addition, when the customer satisfaction index calculated in real time reaches a predetermined predetermined satisfaction index, an event processing procedure for drawing a corresponding civil complaint and a customer as a winner is performed based on identification information of a dedicated terminal input at the time of arrival. . In addition, the winner may be drawn according to the above-mentioned other winning process.

The winning users can be notified by sending SMS, notifying the relevant facts, or providing gifts and points, which can be used as an incentive to provide more positive opinions and surveys later. In addition, companies or government agencies that have requested the survey can receive statistical analysis information about the survey and use it for corporate activities and public activities. At this time, the statistical analysis information provided by the customer satisfaction survey system according to the present invention can be used as information having more important value since reliability field objectivity is guaranteed.

The terms or words used in this specification and claims are not to be construed as limiting in their usual or dictionary meanings, and the inventors may appropriately define the concept of terms in order to best explain their invention in the best way possible. It should be interpreted as meaning and concept corresponding to the technical idea of the present invention based on the principle that the present invention.

Therefore, the embodiments described in the specification and the drawings shown in the drawings are only the most preferred embodiment of the present invention and do not represent all of the technical idea of the present invention, various modifications that can be replaced at the time of the present application It should be understood that there may be equivalents and variations.

As described above, the customer satisfaction survey system according to the present invention provides an effect of increasing the objectivity and field of the survey by providing a direct feedback from the customer by installing a dedicated terminal in the site of a number of areas that need feedback. .

In addition, through the certification process to check whether the customer to be surveyed is a real user, the accuracy and reliability of the survey can be guaranteed and the results of the survey are displayed in real time on the display installed in the field to provide the convenience and feedback of the customer. Create an effect.

Furthermore, the winners are selected through a lottery event linked to the satisfaction index to the customers who participated in the survey, thereby creating an effect of providing an incentive element for more customers to participate.

Claims (16)

It is a system that receives opinions from a number of complaints and analyzes them and provides information. A dedicated terminal installed in a plurality of areas and receiving identification information and opinion information data from a complaint; It is connected to the plurality of dedicated terminals to receive and collect the data input from the civil complaints, and to verify whether or not duplication using the collected information of the collected data, and to make a database of opinion information after statistical analysis processing, the satisfaction after the statistical analysis processing A survey server processing an event winner with identification information of a complaint of a dedicated terminal received at the time of arrival when the predetermined satisfaction index reaches a predetermined satisfaction index; A database storing information databased by the survey server; And And a display terminal installed in each region and displaying a satisfaction index processed by the survey server for statistical analysis. The method of claim 1, The survey server, the customer satisfaction survey system, characterized in that receiving the telephone number as identification information from the complaints, using the opinion information in the statistical analysis process after the authentication process, and notifying the information to confirm by the telephone number by SMS. The method of claim 1, The identification information is a customer satisfaction survey system, characterized in that consisting of at least one or a combination of resident number, telephone number, ticket unique number, purchase receipt unique number. The method of claim 1, The dedicated terminal or the display terminal is connected to the survey server via an intranet customer satisfaction survey system, characterized in that. The method of claim 1, The dedicated terminal is provided with a unique number and the area code divided by a predetermined region customer satisfaction survey system, characterized in that to provide the number together when providing data to the survey server. The method of claim 5, wherein The survey server may process the data collected at the time of statistical analysis, the area according to the area code, and the individual number according to the unique number, and provide the satisfaction index processed by the display terminal by classifying the area and the area. Customer satisfaction survey system, characterized in that. delete The method of claim 6, If the satisfaction index of the entire region and the region satisfaction index is the same when calculating the satisfaction index after the statistical analysis process, the customer satisfaction survey system, characterized in that the event winners are processed by the complaint identification information to the dedicated terminal of the region received at the same time. The method of claim 1, Customer satisfaction survey system, characterized in that the questionnaire data to be used for inputting the opinion information of the complaint to the dedicated terminal is provided from the survey server. The method of claim 1, And a manager terminal connected to the survey server for monitoring maintenance and statistical processing of the survey server and providing survey data. As a method of receiving opinions from a number of complaints and analyzing them to provide information, (a) receiving identification information and opinion information data input from a civil petitioner from dedicated terminals installed in a plurality of areas; (b) using the identification information of the received data to determine whether or not the data input by the complainant is duplicated, and deleting the duplicated data if the duplicated data is authenticated; (c) statistically processing opinion information of the authenticated data to make a database; (c-1) processing the event winner with identification information of a private terminal received at the time of arrival when the predetermined satisfaction index reaches a predetermined satisfaction index when calculating the satisfaction index after the statistical analysis process; And and (d) displaying the satisfaction indices calculated after the statistical analysis on a plurality of display terminals installed in each region. The method of claim 11, wherein Before step (a) above, And transmitting survey data to dedicated terminals installed in a plurality of regions, and assigning unique numbers and region codes classified by predetermined regions to each dedicated terminal. The method of claim 11, wherein after step (b): And querying the identification information to a specialized authentication system to process personal authentication to delete data according to identification information that is not successful in authentication. The method of claim 11, wherein After the step (a), after receiving the opinion information data, And notifying the opinion providing confirmation information by SMS to the telephone number included in the identification information of the data. The method of claim 12, Step (c) is, The customer satisfaction survey method, characterized in that the processing by dividing the whole, region, individual by the unique number and area code of the dedicated terminal included in the received opinion information data. delete

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