KR20080105012A - System for estimating financial transaction customer satisfaction - Google Patents

Abstract

A financial transaction customer satisfaction evaluation system is provided to serve a customer satisfaction evaluation about a specific staff. A customer information extracting means(200) extract extracts the estimated-targets customer information. An information receiving mean receives an employee information and customer satisfaction research information. A customer satisfaction evaluation mean(700,1000) produces a customer satisfaction evaluation information by analyzing the research result information. An incentive offering means provides incentive to the store where a staff who has the highest ranking works.

Description

System for Estimating Financial Transaction Customer Satisfaction}

1 is a diagram illustrating a configuration of a customer satisfaction evaluation system for evaluating customer satisfaction according to an embodiment of the present invention.

2 is a diagram illustrating a system for processing a customer satisfaction evaluation group in a face-to-face manner for extracting a customer satisfaction evaluation group according to an exemplary embodiment of the present invention.

3 illustrates a process of extracting customer information for each employee in order to extract a customer satisfaction evaluation group according to one embodiment of the present invention.

4 is a view illustrating a process of extracting customer information for each employee in order to extract a customer satisfaction evaluation group according to another embodiment of the present invention.

5 is a view illustrating a process of extracting customer information for each window employee for the purpose of extracting the customer satisfaction evaluation group according to another embodiment of the present invention.

6 is a view illustrating a process of extracting customer information for each employee at the counter for the purpose of extracting the customer satisfaction evaluation group according to another embodiment of the present invention.

7 is a diagram illustrating a customer satisfaction evaluation management system for evaluating customer satisfaction level of each branch and employee according to an embodiment of the present invention.

8 is a diagram illustrating a process of processing a customer satisfaction evaluation for a facing channel according to one embodiment of the present invention.

9 is a diagram illustrating a process of processing a customer satisfaction evaluation for a facing channel according to another embodiment of the present invention.

FIG. 10 is a diagram illustrating a customer satisfaction evaluation management system for evaluating customer satisfaction level of each branch and non-facing channel according to one embodiment of the present invention.

11 is a diagram illustrating a process of processing a customer satisfaction evaluation for a facing channel according to one embodiment of the present invention.

12 is a diagram illustrating a process of processing a customer satisfaction evaluation for a facing channel according to one embodiment of the present invention.

FIG. 13 is a diagram illustrating an implementation of a customer satisfaction survey model for generating customer satisfaction survey information.

<Description of main parts of drawing>

100: employee terminal 200: customer information extraction server

700, 1000: Customer satisfaction evaluation management server

The present invention is a customer satisfaction evaluation target customer information extraction means for extracting at least one customer satisfaction evaluation target customer information according to gender, age, region equal ratio among the customers who processed the financial transaction facing the employee the day before, and the extracted customer Information storage means for storing the information in the storage medium by linking the information with the employee, and customer satisfaction level by gender, age, and region for the employee who responded to the customer by linking with the storage medium in the employee satisfaction evaluation staff terminal. And receiving the employee information and the customer satisfaction survey information, information receiving means for receiving the employee information and the customer satisfaction survey information, and reading the customer satisfaction survey information to generate customer satisfaction evaluation information for the employee. Customer satisfaction evaluation means, and the employee information and customer satisfaction evaluation information Chapter will have the information storage means and the information stored in the customer satisfaction rating in the medium of financial transactions customer satisfaction evaluation system provided incentives to provide a means of providing incentives to the branch (or employee) that employees belonging to the top-ranking works.

Current customer evaluations are conducted to extract customer satisfaction ratings from unspecified numbers for the purpose of improving the validity of the evaluations and to conduct customer satisfaction evaluations. It is true.

However, since the customer satisfaction evaluation method is not directly linked to the employee who is providing the service to the customer, it cannot be motivated so that the customer service quality cannot be improved and customer service that does not properly reflect the customer's opinion In order to improve the quality, there is a problem that the quality improvement cost does not improve the customer service quality effect as a result, but only costs.

An object of the present invention for solving the above problems, the customer satisfaction evaluation target customer to extract at least one customer satisfaction evaluation target information according to gender, age, regional equality ratio among the customers who processed the financial transaction facing the employee the day before Information extraction means, an information storage means for storing the extracted customer information and the corresponding employee information in a storage medium, and an employee who responded to the customer in connection with the storage medium in a customer satisfaction evaluation staff terminal Investigating customer satisfaction by gender, age, and region, and transmitting the employee information and customer satisfaction survey information, the information receiving means for receiving the employee information and customer satisfaction survey information, and reading the customer satisfaction survey information Customer satisfaction evaluation means for generating customer satisfaction evaluation information for the employee, the employee information Financial transaction customers comprising information storage means for storing the customer satisfaction evaluation information in a storage medium in association with the customer satisfaction evaluation information, and an incentive providing means for providing an incentive to a branch (or employee) in which the employee with the highest customer satisfaction evaluation information ranks. In providing a satisfaction evaluation system.

The financial transaction customer satisfaction evaluation system according to the present invention is a customer satisfaction evaluation target customer that extracts at least one customer satisfaction evaluation target information according to gender, age, and regional equality ratio among the customers who processed the financial transaction by facing the employee the previous day. Information extraction means, an information storage means for storing the extracted customer information and the corresponding employee information in a storage medium, and an employee who responded to the customer in connection with the storage medium in a customer satisfaction evaluation staff terminal Investigating customer satisfaction by gender, age, and region, and transmitting the employee information and customer satisfaction survey information, the information receiving means for receiving the employee information and customer satisfaction survey information, and reading the customer satisfaction survey information Customer satisfaction evaluation means for generating customer satisfaction evaluation information for the employee; Information storage means for storing information and customer satisfaction evaluation information stored in a storage medium, and the customer satisfaction evaluation information is provided with an incentive providing means for providing an incentive to a branch (or employee) where an employee belonging to a higher rank is employed. It features.

Hereinafter, with reference to the accompanying drawings and description will be described in detail the operating principle of the preferred embodiment of the present invention. However, the drawings and the following description shown below are for the preferred method among various methods for effectively explaining the features of the present invention, the present invention is not limited only to the drawings and description below. In addition, in the following description of the present invention, if it is determined that a detailed description of a related known function or configuration may unnecessarily obscure the subject matter of the present invention, the detailed description thereof will be omitted. Terms to be described later are terms defined in consideration of functions in the present invention, which may vary according to intentions or customs of users or operators. Therefore, the definition should be made based on the contents throughout the present invention.

In addition, preferred embodiments of the present invention to be carried out below are provided in each system functional configuration to efficiently describe the technical components constituting the present invention, or system functions that are commonly provided in the technical field to which the present invention belongs. The configuration will be omitted, and described mainly on the functional configuration to be additionally provided for the present invention. If those skilled in the art to which the present invention pertains, it will be able to easily understand the function of the components that are conventionally used among the omitted functional configuration not shown below, and also the configuration omitted as described above The relationship between the elements and the components added for the present invention will also be clearly understood.

In addition, the following examples will be used to appropriately modify the terms so that those skilled in the art to clearly understand the technical features of the present invention to effectively understand, but the present invention It is by no means limited.

As a result, the technical spirit of the present invention is determined by the claims, and the following examples are one means for efficiently explaining the technical spirit of the present invention to those skilled in the art to which the present invention pertains. It is only.

1 illustrates a configuration of a customer satisfaction evaluation system for evaluating customer satisfaction according to an embodiment of the present invention.

More specifically, Figure 1 shows a customer group for evaluating customer satisfaction level (Customer Satisfaction) for each employee in which a predetermined customer information extracting server responds to a customer at a predetermined branch or counter. After setting and extracting the customer information of the set group, the customer satisfaction processing server checks the extracted customer information, conducts a customer satisfaction survey on the customer information, and the customer satisfaction processing server determines the customer satisfaction level. As a result of a customer satisfaction evaluation system for generating and storing customer satisfaction evaluation information by extracting and processing customer satisfaction survey information generated as a result of a survey, and having a general knowledge in the technical field to which the present invention belongs, shown in FIG. The customer satisfaction rating system configuration to refer to or modify the configuration of the customer satisfaction rating system Set up a target customer group, conduct customer satisfaction survey on the customer group, and extract and process customer satisfaction survey information generated as a result of the customer satisfaction survey to generate and store customer satisfaction evaluation information. Various implementation methods may be inferred, but the present invention is characterized by including all the implementation methods inferred above, and is not limited to the configuration of the customer satisfaction evaluation system shown in FIG.

Referring to FIG. 1 according to an embodiment of the present invention, the customer satisfaction evaluation system receives a predetermined employee information, and the customer for the customer satisfaction survey from the customer group responded by the employee during a predetermined business hours or the day before the business hours. A customer information extraction server for setting and extracting customer satisfaction evaluation group customer information and the customer satisfaction evaluation group customer information are used to calculate a customer satisfaction evaluation score for each employee, and to obtain customer satisfaction evaluation information including the customer satisfaction evaluation score. A customer satisfaction evaluation management server (700, 1000) for creating and storing the data and transmitting the customer satisfaction evaluation information to a predetermined employee terminal (100), and a financial system for providing customer information and employee information to the customer satisfaction evaluation system; Characterized in that it comprises at least one or more.

The customer satisfaction evaluation management server (700, 1000), checks the customer satisfaction evaluation group extraction request sent from a predetermined employee terminal 100, and the new ledger information or ledger information in connection with the financial system to book the financial transaction history Is generated, the customer satisfaction evaluation group processing system confirming the generation and update of the ledger information, at least one or more customer information and employee information from the financial system for the purpose of extracting the customer satisfaction evaluation group, A method of implementing a customer satisfaction evaluation group processing system including the customer information extraction server is characterized by storing the customer information for each employee processed through a predetermined process in the system in a predetermined storage medium. 2, it demonstrates in detail.

The customer satisfaction evaluation management server (700, 1000) is a predetermined employee inputs the customer satisfaction evaluation request information for the customer satisfaction evaluation for each branch and employee to the customer satisfaction evaluation management system through a predetermined information registration interface, the customer satisfaction In the evaluation operation system, the average value of the customer satisfaction survey information for each branch and the employee and the customer satisfaction evaluation for each employee are evaluated by linking the customer satisfaction evaluation branch and employee information included in the provided customer satisfaction evaluation request information and the customer satisfaction evaluation period information. Computing and storing the information, and processing to provide incentive for each employee in accordance with the customer satisfaction evaluation information, the preferred implementation method for the customer satisfaction evaluation management system including the customer satisfaction evaluation information is shown in Figure 7, 10 will be described in detail.

The ARS server, in connection with the financial system and the customer satisfaction evaluation management server (700, 1000), generates a customer satisfaction survey information by conducting a customer-specific telephone survey questionnaire responded by a predetermined employee, and generated the customer satisfaction survey The information is transmitted to the customer satisfaction evaluation management server (700, 1000).

The mail server is connected to the financial system and the customer satisfaction evaluation management server (700, 1000), by conducting a customer-specific e-mail questionnaire responded by a predetermined employee, to generate customer satisfaction survey information, the generated customer The satisfaction survey information is characterized in that for transmitting to the customer satisfaction evaluation management server (700,1000).

The wireless server is connected to the financial system and the customer satisfaction evaluation management server (700, 1000), the customer-specific Short Message Service (SMS), Long Message Service (LMS), MMS (Multi Message Service) responded by a predetermined employee By carrying out a questionnaire message service comprising a), customer satisfaction survey information is characterized in that to transmit to the customer satisfaction evaluation management server (700,1000).

The financial system is characterized in that a predetermined employee stores and manages the ledger information of the responded customer, and the account system for processing a window service such as credit or reception or trust or foreign exchange occurring in at least one branch (or window). And an information system for processing headquarters operations, branch office information support and customer information management, and interconnection between the financial system and at least one other financial system (or payment system), or at least one external communication network. Access to the financial system from one or more non-face-to-face financial transaction means (e.g., internet banking, wireless banking, IC chip based wireless banking, tele banking, TV banking, etc.), or at least one common network (e.g., CD common network, finance It is equipped with an external system that provides various financial transaction interfaces through a common network). In addition, the financial system includes an interface module corresponding to a middleware platform that provides interfacing between components in the financial system, and predetermined functions required for performing respective functions in the components of the financial system. And a DBMS (DataBase Management System) including at least one database for storing and managing information (eg, ledger information, customer information, or management information).

In FIG. 1, the customer satisfaction evaluation system is illustrated and described as a customer information extraction server, a customer satisfaction evaluation operation server (700, 1000), an ARS server, a mail server, a wireless server, and a financial system. Without being limited by this, in the present invention, the customer satisfaction evaluation system may be made of one server (or device) or at least two or more servers (or devices). It is clear that each component constituting each server may be implemented in a separate server form.

2 is a diagram illustrating a system for processing a customer satisfaction evaluation group in a face-to-face manner for extracting a customer satisfaction evaluation group according to an exemplary embodiment of the present invention.

More specifically, Figure 2 confirms the customer satisfaction evaluation group extraction request sent from the predetermined employee terminal 100, and confirms the update of the new ledger information or ledger information, etc., which booked the financial transaction history in connection with the financial system. The customer satisfaction evaluation group processing system confirming the generation and updating of the ledger information checks at least one or more customer information and employee information from the financial system for the purpose of extracting the customer satisfaction evaluation group, and the predetermined inside of the system. The system configuration for storing the customer information per employee through the process of processing in a predetermined storage medium 220, if one of ordinary skill in the art to which the present invention pertains, refer to FIG. Various studies on the composition of customer satisfaction evaluation group processing system for the purpose of extracting customer satisfaction evaluation group Although the method can be inferred, the present invention includes all the inferred implementation methods, and is not limited to the implementation method shown in FIG.

Hereinafter, at least one or more extracted from the financial system through a predetermined process on the customer satisfaction evaluation group processing system shown in FIG. 2 and storing the extracted customer information and the employee information in the storage medium 220. Components corresponding to the means or functional configuration are referred to as "customer information extraction server 200" for convenience, and customer satisfaction evaluation group customer information is made for convenience.

Referring to FIG. 2 according to an embodiment of the present invention, a customer satisfaction evaluation group processing system for the purpose of extracting the customer satisfaction evaluation group, a manager terminal including a server manager terminal provided in at least one financial institution branch The manager terminal is connected to the customer information extraction server 200 provided on the customer satisfaction evaluation group processing system through a predetermined financial network.

Here, preferably, the employee terminal 100 includes a manager terminal used by a teller employee provided at the financial institution branch, and the customer information extraction server 200 connected to the employee terminal 100 is the predetermined. It is preferable to include a ledger server provided on the financial system, the financial network connecting the employee terminal 100 and the customer information extraction server 200 is the employee terminal 100 and the customer information extraction server 200 It is preferable that the network comprises a party network connecting the communication channels.

The financial system is characterized in that connected to at least one or more employee terminal 100 provided in the branch (or branch) of the financial institution through a predetermined financial network (for example, our network), the customer satisfaction rating group It is desirable to provide a ledger management and computerized processing function for face-to-face financial transaction processing in connection with the employee terminal 100 for the purpose of extraction.

The financial system may also include at least one financial terminal including a CD / ATM (Cash Dispenser / Automatic Teller Machine) provided at a branch (or branch) of the financial institution, or at least one other financial institution affiliated with the financial institution. At least one financial terminal provided in an institution (or other financial institution branch), or at least one financial terminal provided in a public place, and is connected through a predetermined financial network (eg, a CD common network), In order to extract the customer satisfaction evaluation group, it is desirable to provide a ledger management and computer processing function for non-face-to-face financial transaction processing in connection with the financial terminal.

In addition, the financial system is characterized in that it is linked to a predetermined Internet banking server, the network connected to the TCP / IP-based backbone network through the Internet banking server for the purpose of extracting the customer satisfaction rating group (eg, wired Internet, Or at least one client terminal (eg, a personal computer (PC) or laptop equipped with the wired Internet access and browsing function) connected to an IEEE 802.11x based wireless LAN, or an IEEE 802.16x based portable Internet, and the wireless device. It is desirable to provide a ledger management and computer processing function for non-face-to-face financial transaction processing in connection with a LAN / portable Internet connection and a laptop or mobile terminal equipped with a browsing function.

In addition, the financial system is characterized in that associated with a predetermined wireless banking server, a predetermined wireless network (for example, Code Division Multiple Access (CDMA) based on the wireless banking server for the purpose of extracting the customer satisfaction evaluation group) PCS (Personal Communication System) equipped with at least one wireless terminal (e.g., a connection and browsing function connected to the mobile communication network) connected to a mobile communication network, an IEEE 802.16x based portable Internet, or a DataTAC / Mobitex-based wireless data communication network. Or ledger management and computer processing function for non-face-to-face financial transaction processing in connection with GSM (Global System for Mobile) terminal or PDA (Personal Digital Assistant) or smartphone (Smart Phone) or Telematics) It is desirable to.

In addition, the financial system is characterized in that it is linked to a predetermined IC chip-based wireless banking server, a predetermined wireless network (for example, CDMA (through CDMA) through the IC chip-based wireless banking server for the purpose of extracting the customer satisfaction evaluation group) Link with at least one wireless terminal (e.g., wireless terminal equipped with a financial IC chip) connected to a Code Division Multiple Access) mobile communication network, an IEEE 802.16x based portable Internet, or a DataTAC / Mobitex based wireless data communication network) Therefore, it is desirable to provide ledger management and computational processing functions for non-face-to-face financial transaction processing.

In addition, the financial system is characterized in that it is associated with a predetermined telebanking server, a predetermined wired voice call network (eg, public switched telephone) through the telebanking server for the purpose of extracting the customer satisfaction evaluation group At least one wired communication terminal (e.g., a telephone) connected to a predetermined wireless voice communication network (e.g., a code division multiple access (CDMA) based mobile communication network) For example, it is desirable to provide a ledger management and computer processing function for non-face-to-face financial transaction processing in connection with cellular or PCS or GSM terminal or smart phone.

In addition, the financial system is characterized in that associated with a predetermined home banking server, at least one or more home appliances (eg, home) connected to a predetermined home network through the home banking server for the purpose of extracting the customer satisfaction rating group It is desirable to provide ledger management and computer processing functions for non-face-to-face financial transaction processing in connection with a digital TV or a refrigerator connected to a network.

In addition, the financial system is characterized in that associated with a predetermined TV banking server, at least one digital TV connected to a predetermined return channel (Return Channel) through the TV banking server for the purpose of extracting the customer satisfaction rating group It is desirable to provide a ledger management and computer processing function for non-face-to-face financial transaction processing in connection with (eg, interactive digital TV, satellite DMB terminal, terrestrial DMB terminal, etc.).

Referring to FIG. 2, the financial system is a computer system provided in a financial institution to open at least one financial account to at least one financial transaction customer and provide at least one financial transaction service based on the financial account. At least one branch (or teller) in which accounts or transactions occur such as credit or reception or trust or foreign exchange, accounting for processing of headquarters operations and branch information support and customer information management; Interconnection between the system and at least one other financial system (or payment system), or at least one non-face-to-face financial transaction means (e.g., Internet banking, wireless banking, IC chip based wireless banking, tele Banking, TV banking, etc.) access to the financial system, or And an external system that provides a variety of financial transaction interfaces through one or more common networks (eg, CD common network, financial common network), and the financial system provides interfacing between components in the financial system. Interface module corresponding to the middleware platform provided, and the predetermined information (for example, ledger information, customer information, or management information, etc.) required for each function performed in the components of the financial system and Characterized in that it comprises a DBMS (DataBase Management System) comprising at least one database to manage.

In addition, the financial system is a foreign exchange module (not shown) according to the intention of a person skilled in the art or the type of each financial institution (for example, commercial bank, savings bank, trust bank) equipped with the financial system and the purpose and characteristics of the financial system. ), It is possible to further include at least one or more components such as investment finance module (not shown), international module (not shown), if the person skilled in the art to which the present invention belongs. Since it will be familiar with the technical details, the detailed description thereof will be omitted for convenience, thereby not limiting the present invention.

According to the present invention, the DBMS provided in the financial system is for the financial institution to open at least one financial account to at least one financial transaction customer, and to provide at least one financial transaction service based on the financial account And at least one ledger D / B for storing at least one ledger, wherein the ledger D / B is at least one ledger information for processing at least one financial transaction to be provided to the financial transaction customer by the financial institution. (Eg, customer ledger, reception ledger, collateral ledger, etc.) and at least one ledger additional information corresponding to each ledger information (e.g., to further refine (or supplement) the attributes / functions of each ledger) It is characterized in that the cooperative process is stored as.

Those skilled in the art to which the present invention pertains correspond to at least one ledger information provided in the ledger D / B and each ledger information according to the type of each financial institution and the purpose and characteristic of the financial system. In addition to being familiar with at least one ledger additional information, each ledger information is stored in a relational manner, or predetermined ledger information and at least one ledger additional information are stored in a relational manner. Since it will be understood, detailed description thereof will be omitted for convenience.

The storage medium 220 provided on the customer satisfaction evaluation group processing system according to the present invention is a predetermined storage medium 220 by linking the customer information and the employee information extracted from the ledger D / B of the financial system And extracting and storing the customer information stored in the storage medium 220 in association with the customer information and the employee information.

The customer information includes personal information (eg, name, resident registration number, address, phone number, mobile phone number, e-mail address, etc.) of the customer who requested an account transaction through a window, and a member number of the customer (eg, the customer By signing up as a financial transaction customer of the financial institution, member ID information, CIF (Customer Information File) number, etc.) provided in the customer ledger on the financial system associated with the customer satisfaction evaluation group processing system in response to the customer It characterized in that it comprises at least one or more.

For example, the customer information stored in the storage medium 220 may include at least one customer information processed on a day of a predetermined financial institution (or sales office) or a given teller during a specific business time in association with the employee information. Is preferably stored.

The employee information is information of a teller who serves a customer in a face-to-face channel at a sales point window of a financial institution, and the job related information of the employee provided in the ledger D / B on the financial system linked to the customer satisfaction evaluation group processing system. (E.g., employee's name, employee number, working office, etc.) is preferably included.

According to an embodiment of the present invention, the storage medium 220 is preferably provided in a DBMS on a financial system provided on the customer satisfaction evaluation group processing system (or associated with the customer satisfaction evaluation group processing system). In this case, the storage medium 220 may be a ledger D / B provided in the DBMS on the financial system, or may be a predetermined database associated with the ledger D / B, whereby the present invention is not limited.

According to another exemplary embodiment of the present invention, the storage medium 220 is provided on (or associated with) the customer satisfaction evaluation group processing system, an internet banking system, a telebanking system, a wireless banking system, or a TV banking system. It is possible to be provided in a DBMS on at least one banking system of the system, whereby the present invention is not limited.

The customer information extraction server 200 provided on the customer satisfaction evaluation group processing system according to the present invention is a generic term for the components of the customer satisfaction evaluation group processing system connected to the manager terminal through a predetermined financial network. It may be implemented by including one or more servers (or devices), or may be implemented by at least one or more programs recorded on a recording medium provided in a predetermined server (or device), by which the present invention is not limited.

In addition, the information checking unit 210 and the information extracting unit 205 which constitute the customer information extraction server 200 are referred to as customer satisfaction evaluation target customer information extracting means for convenience.

According to an embodiment of the present invention, when the manager terminal is an employee terminal 100 connected to a predetermined financial network, the customer information extraction server 200 is connected to the employee terminal 100 through a predetermined financial network. It may be a ledger server provided on the financial system, or a server (or device) provided on the external system on the financial system, or a program provided on the external system on the financial system, whereby the present invention is not limited thereto. .

The information checking unit 210 is linked to the financial system, targeting the ledger information generated by processing a transaction in a predetermined employee terminal 100, the financial system of the entire ledger information generated by the employee terminal 100 Check the ledger information recorded in time units for the previous business day to the ledger D / B of the day, characterized in that the composition of the customer information similar to the gender, age and region ratio.

The information extracting unit 205 is the information confirming unit 210 and the information checking unit in charge of the entire staff responded to a predetermined time unit or the previous day business hours in connection with the financial system, The 210 checks the ledger D / B of the financial system and extracts only the customer information corresponding to the newly configured customer information.

For example, the extracting unit, which has been confirmed by the information confirming unit 210 and confirms customer information composed of similar gender, age, and region ratios, corresponds to the customer information constituted by the information confirming unit 210 from the customer ledger associated with the financial system. It is preferable to extract the customer information.

The information storage unit 215 (or information storage means) is the information extraction unit 205 to extract the customer information extracted from the ledger D / B of the financial system to a predetermined storage medium 220 in association with the employee information It is characterized by storing.

Figure 3 illustrates a process of extracting customer information for each employee in order to extract the customer satisfaction evaluation group according to an embodiment of the present invention.

In more detail, in FIG. 3, the customer information extraction server 200 shown in FIG. 2 is connected to the financial system to investigate a customer satisfaction level by a predetermined window employee or a branch, and responds to customer information during a predetermined business time. A predetermined employee terminal responsible for extracting customer information corresponding to each of the counter employees from the ledger D / B of the financial system, storing the information on the storage medium 220 in association with the employee information, and evaluating the customer satisfaction level ( As an implementation method for transmitting the customer information to 100), those skilled in the art to which the present invention belongs, extract or store the customer satisfaction evaluation group customer information by referring to or modifying the drawing 3 Although various embodiments of the present invention may be inferred, the present invention includes all the above-described inferred methods, and is illustrated in FIG. Not limited to the city way.

Hereinafter, the customer information extraction server 200 shown in FIG. 2 in FIG. 3 will be referred to as "server" for convenience.

When the terminal inputs the customer satisfaction evaluation group extraction request information for each branch and employee for the customer satisfaction evaluation operation and transmits the customer satisfaction evaluation group extraction request information (300), the server requests the customer satisfaction evaluation group extraction request information and the customer Check the satisfaction evaluation group criteria and selection criteria extraction request information (305), check the predetermined employee information in connection with the financial system (310), and aggregated the customer information for a certain business hours for a predetermined employee ( 315), it is checked whether the aggregated customer information for each employee overlaps (320).

If duplicate customer information exists in the aggregated customer information for each employee (325), the server excludes the duplicated customer and the customer of the specified extraction unit corresponding to the customer satisfaction evaluation group selection criteria inputted from the terminal. By extracting the information (335), applying the balance ratio by age, gender, and region (345), the process of extracting the customer satisfaction evaluation group is proceeded.

On the other hand, if there is no duplicate customer information in the aggregated customer-specific customer information (325), the server extracts the customer information of the specified extraction unit corresponding to the customer satisfaction rating group selected criteria inputted from the terminal and In operation 340, it is checked whether the customer satisfaction evaluation group extraction condition (for example, age, gender, and regional equality ratio) for the customer satisfaction evaluation group customer information extracted from the server is established (340).

If it is determined that the customer satisfaction evaluation group extracted from the server does not satisfy the condition for extracting the customer satisfaction evaluation group (for example, age, gender, and regional equality ratio) (345), the server extracts the customer satisfaction evaluation group. The customer information is deleted and new customer satisfaction evaluation group customer information is extracted from the ledger D / B of the financial system.

On the other hand, if it is confirmed that the customer satisfaction evaluation group customer information extracted from the server satisfies the condition for extracting the customer satisfaction evaluation group (for example, age, gender, and regional equality ratio) (345), the server extracts the customer satisfaction evaluation group customer The information is stored in the storage medium 220 in association with the employee information (350), and the customer satisfaction evaluation group customer information is transmitted to the employee terminal (100) by linking the customer information with the corresponding employee information (355). This concludes the process of extracting the satisfaction rating group.

4 is a view illustrating a process of extracting customer information for each employee in order to extract a customer satisfaction evaluation group according to another embodiment of the present invention.

In more detail, FIG. 4 shows that the customer information extraction server 200 shown in FIG. 2 is connected to the financial system in order to investigate a customer satisfaction level by a predetermined window employee or a branch, and responds to the customer information during a predetermined business time. A predetermined employee terminal responsible for extracting customer information corresponding to each of the counter employees from the ledger D / B of the financial system, storing the information on the storage medium 220 in association with the employee information, and evaluating the customer satisfaction level ( As an implementation method for transmitting the customer information to 100), those skilled in the art to which the present invention belongs, extract or store the customer satisfaction evaluation group customer information by referring to or modifying the drawing 4 Various implementation methods may be inferred for the process to be performed, but the present invention includes all the implementation methods inferred from the above, It is not limited to city method.

Hereinafter, the customer information extraction server 200 shown in FIG. 2 is referred to as "server" in FIG.

When the terminal inputs customer satisfaction evaluation group extraction request information for each branch and employee and transmits the customer satisfaction evaluation group extraction request information (400), the server checks the customer satisfaction evaluation group extraction request information (405) and the customer Confirmation of predetermined employee information in connection with the confirmation of satisfaction evaluation group criteria and selection criteria and the financial system (410), and the aggregated customer information during a predetermined business hours for each predetermined employee (415), by the aggregated employee It is checked whether the response customer information is duplicated (420).

If duplicate customer information exists in the aggregated customer information for each employee (425), the server excludes the duplicated customer and the customer of the specified extraction unit corresponding to the customer satisfaction evaluation group selection criteria inputted from the terminal. By extracting the information (435), applying the balance ratio condition by age, gender, and region (445) and proceeding to extract the customer satisfaction evaluation group.

On the other hand, if there is no duplicate customer information in the aggregated customer information for each employee (425), the server extracts the customer information of the specified extraction unit corresponding to the customer satisfaction rating group selected criteria inputted from the terminal and In operation 440, the client satisfaction evaluation group extracted from the server may determine whether the customer satisfaction evaluation group extraction conditions (for example, age, gender, and regional equality ratio) are established (440).

If it is confirmed that the customer satisfaction evaluation group extracted from the server does not satisfy the condition for extracting the customer satisfaction evaluation group (e.g., age, gender, and regional equality ratio) (445), the server extracts the customer satisfaction evaluation group The customer information is deleted and new customer satisfaction evaluation group customer information is extracted from the ledger D / B of the financial system.

On the other hand, when it is confirmed that the customer satisfaction evaluation group customer information extracted from the server satisfies the condition for extracting the customer satisfaction evaluation group (for example, age, gender, and regional equality ratio) (445), the server extracts the customer satisfaction evaluation group customer The information is stored in the storage medium 220 in association with the employee information (450), and the customer satisfaction evaluation group customer information is transmitted to the employee terminal 100 in association with the customer information of the customer (455) by the customer. This concludes the process of extracting the satisfaction rating group.

5 is a view illustrating a process of extracting customer information for each employee in order to extract a customer satisfaction evaluation group according to another embodiment of the present invention.

In more detail, in FIG. 5, the customer information extraction server 200 shown in FIG. 2 is connected to the financial system to investigate customer satisfaction level by predetermined window staff or branch office, and responds to customer information during a predetermined business time. A predetermined employee terminal responsible for extracting customer information corresponding to each of the counter employees from the ledger D / B of the financial system, storing the information on the storage medium 220 in association with the employee information, and evaluating the customer satisfaction level ( As an implementation method for transmitting the customer information to 100), those of ordinary skill in the art to which the present invention pertains, refer to or modify the drawing 5 to extract the customer satisfaction evaluation group customer information and Various implementations of the process for storage may be inferred, but the present invention includes all implementations inferred above, as shown in FIG. Not limited to the city way.

Hereinafter, in this figure 5, the customer information extraction server 200 shown in FIG. 2 will be referred to as "server" for convenience.

If the terminal inputs the customer satisfaction evaluation group extraction request information for each branch and employee and transmits the customer satisfaction evaluation group extraction request information (500), the server determines the customer satisfaction evaluation group extraction request information, the customer satisfaction evaluation group criteria and selection Check the reference extraction request information (505), check the predetermined employee information in connection with the financial system (510), and aggregates the customer information for the predetermined business hours for a predetermined employee (515), the aggregated It is checked whether or not the overlapping customer information for each employee (520).

If duplicate customer information exists in the aggregated customer-specific customer information (525), the server excludes the duplicated customer and the customer of the designated extraction unit corresponding to the customer satisfaction evaluation group selection criteria inputted from the terminal. By extracting the information (535), applying the balance ratio conditions by age, gender, and region (545), the process of extracting the customer satisfaction evaluation group is proceeded.

On the other hand, if the duplicated customer information does not exist in the aggregated customer-specific customer information (525), the server extracts the customer information of the designated extraction unit corresponding to the customer satisfaction level evaluation group selection criteria inputted from the terminal. In operation 535, the client satisfaction evaluation group extracted from the server may determine whether the customer satisfaction evaluation group extraction conditions (for example, age, gender, and regional equality ratio) are established (540).

If it is confirmed that the customer satisfaction evaluation group extracted from the server does not satisfy the condition for extracting the customer satisfaction evaluation group (for example, age, gender, and regional equality ratio) (545), the server extracts the customer satisfaction evaluation group. The customer information is deleted and new customer satisfaction evaluation group customer information is extracted from the ledger D / B of the financial system.

On the other hand, when it is confirmed that the customer satisfaction evaluation group customer information extracted from the server satisfies the condition for extracting the customer satisfaction evaluation group (eg, equality ratio by age, gender, and region) (545), the customer satisfaction evaluation group customer information is determined. By transmitting to the employee terminal 100 in association with the corresponding employee information (550), the server stores the extracted customer satisfaction evaluation group customer information in the storage medium 220 in association with the employee information (555), the This concludes the process of extracting customer satisfaction rating groups.

Figure 6 illustrates a process of extracting customer information for each employee in order to extract the customer satisfaction evaluation group according to another embodiment of the present invention.

In more detail, FIG. 6 shows that the customer information extraction server 200 shown in FIG. 2 is connected to the financial system in order to investigate a customer satisfaction level by a predetermined window employee or a branch, and responds to the customer information for a predetermined business time. A predetermined employee terminal responsible for extracting customer information corresponding to each of the counter employees from the ledger D / B of the financial system, storing the information on the storage medium 220 in association with the employee information, and evaluating the customer satisfaction level ( As an implementation method for transmitting the customer information to 100), those of ordinary skill in the art to which the present invention belongs, extract or store the customer satisfaction evaluation group customer information by referring to or modifying the drawing 6 Various implementation methods may be inferred for the process to be performed, but the present invention includes all the implementation methods inferred from the above, It is not limited to city method.

Hereinafter, in FIG. 6, the customer information extraction server 200 shown in FIG. 2 is referred to as "server" for convenience.

If the terminal inputs the customer satisfaction evaluation group extraction request information for each branch and employee and transmits the customer satisfaction evaluation group extraction request information (600), the server checks the customer satisfaction evaluation group extraction request information (605), customer satisfaction level Check the evaluation group criteria and selection criteria and check the predetermined employee information in connection with the financial system (610), and aggregated customer information during a predetermined business hours for a given employee (615), the employee-specific responses It is checked whether the customer information is duplicated (620).

* If duplicate customer information exists in the aggregated customer response information for each employee (625), the server excludes the duplicated customer from the designated extraction unit corresponding to the customer satisfaction evaluation group selection criteria inputted from the terminal. By extracting the customer information (635), applying the balance ratio condition by age, gender, and region (645) and proceeding to extract the customer satisfaction evaluation group.

On the other hand, if there is no duplicate customer information in the aggregated customer-specific customer information (625), the server extracts the customer information of the specified extraction unit corresponding to the customer satisfaction rating group selected criteria inputted from the terminal and In operation 640, the client satisfaction evaluation group extracted from the server may determine whether the customer satisfaction evaluation group extraction conditions (for example, age, gender, and regional equality ratio) are established.

If it is confirmed that the customer satisfaction evaluation group extracted from the server does not satisfy the condition for extracting the customer satisfaction evaluation group (for example, age, gender, and regional equality ratio) (645), the server extracts the customer satisfaction evaluation group. The customer information is deleted, and new customer satisfaction evaluation group customer information is extracted from the ledger D / B of the financial system.

On the other hand, when it is confirmed that the customer satisfaction evaluation group customer information extracted from the server satisfies the condition for extracting the customer satisfaction evaluation group (for example, age, gender, and regional equality ratio) (645), the customer satisfaction evaluation group customer information is used. By transmitting to the employee terminal 100 in association with the corresponding employee information (655), the server stores the extracted customer satisfaction evaluation group customer information in the storage medium 220 in association with the employee information (655), the This concludes the process of extracting customer satisfaction rating groups.

7 is a diagram illustrating a customer satisfaction evaluation management system for evaluating customer satisfaction level of each branch and employee according to one embodiment of the present invention.

In more detail, Figure 7 is a predetermined employee enters the customer satisfaction evaluation request information for the customer satisfaction evaluation by the sales office and employees through a predetermined information registration interface, the customer satisfaction evaluation management system in the Generate and store customer satisfaction evaluation information for each of the branches and employees by linking the customer satisfaction evaluation branch and employee information included in the provided customer satisfaction evaluation request information with the customer satisfaction evaluation period information, and excellent according to the customer satisfaction evaluation information. As a system configuration for generating incentive information for each branch and excellent employees and processing to provide incentive for each employee, those who have ordinary knowledge in the technical field to which the present invention pertains refer to or modify this drawing to evaluate customer satisfaction. System for Customer Satisfaction Evaluation for Business For would be able to infer the various exemplary methods, the present invention includes all embodiments in which the inference method, shall not be limited to the exemplary method shown in the figure 7.

Hereinafter, the customer satisfaction evaluation management server 700 for processing the customer satisfaction evaluation through a predetermined processing procedure on the customer satisfaction evaluation management system shown in FIG. 7 is referred to as a "server" for convenience.

The employee terminal 100 preferably comprises a manager terminal used by a predetermined employee provided in the financial institution branch, customer satisfaction evaluation management server 700 connected to the employee terminal 100 is the predetermined It is preferable to include a ledger server provided on the financial system, the financial network connecting the employee terminal 100 and the customer satisfaction evaluation management server 700 is the employee terminal 100 and customer satisfaction evaluation management server (700) It is preferable to include the current network for connecting the communication channel between.

The storage medium 740 provided on the customer satisfaction evaluation management system according to the present invention stores and stores the customer information, employee information, and customer satisfaction survey information, which are extracted from the ledger D / B of the financial system, At least one of the customer information, the employee information, and the customer satisfaction survey information stored in the storage medium 740 may be extracted and used to generate and store the customer satisfaction evaluation information.

The customer information includes personal information (eg, name, resident registration number, address, phone number, mobile phone number, e-mail address, etc.) of the customer who requested an account transaction through a window, and a member number of the customer (eg, the customer By signing up as a financial transaction customer of the financial institution, member ID information, CIF (Customer Information File) number, etc.) provided in the customer ledger on the financial system associated with the customer satisfaction evaluation group processing system in response to the customer It characterized in that it comprises at least one or more.

For example, the customer information stored in the storage medium 740 is at least one of the customer information is processed in connection with the employee information at a given teller during the business hours of a predetermined financial institution (or branch) is stored in association with the employee information It is preferable.

The employee information is information of a teller who serves a customer in a face-to-face channel at a sales point window of a financial institution, and the job related information of the employee provided in the ledger D / B on the financial system linked to the customer satisfaction evaluation group processing system. (E.g., employee's name, employee number, working office, etc.) is preferably included.

The customer satisfaction survey information is characterized in that the ARS server, the mail server, and the wireless server, characterized in that it comprises the survey data information surveyed for the customer responded by a predetermined employee.

For example, in the case of the ARS server, the customer satisfaction survey information is a questionnaire surveyed to a customer responded by a predetermined employee, and a result method is calculated by applying an evaluation method within a 10-point scale in the survey method, and the mail In the case of the server, it is desirable to provide a part for describing a customer's opinion along with an evaluation method using a scale for a given employee to a responding customer, so that not only quantitative measurement but also qualitative measurement can be performed.

The customer satisfaction evaluation information uses the customer satisfaction survey information to collectively add the scale scores for each item recorded in the customer satisfaction survey information, or assign a weight to each scale and perform arithmetic and statistical processing to perform customer by employee or branch office. The average customer satisfaction score for evaluating the satisfaction score and the customer satisfaction score for each employee are converted into evaluation grades.

In addition, the incentive management D / B 750 provided on the customer satisfaction evaluation management system according to the present invention is the customer satisfaction evaluation information, the incentive information and the employee information extracted from the ledger D / B of the financial system And storing the incentive information by extracting and using at least one of the branch information and the customer satisfaction evaluation information stored in the incentive management D / B 750.

The employee information is information of a teller who serves a customer in a face-to-face channel at a sales point window of a financial institution, and the job related information of the employee provided in the ledger D / B on the financial system linked to the customer satisfaction evaluation group processing system. (E.g., employee's name, employee number, working office, etc.) is preferably included.

The customer satisfaction evaluation information is an average customer that can evaluate the customer satisfaction evaluation scores for each employee or branch by aggregating the total scores for each item recorded in the customer satisfaction survey information, or assigning weights for each measure and performing arithmetic and statistical processing. And at least one satisfaction score and at least one customer satisfaction score for each employee.

The incentive information is calculated based on the customer satisfaction evaluation information generated for each employee, and the incentive information is stored in the incentive management D / B 750, and then reflected in compensation, promotion, job placement, etc. at an appropriate time. It is characterized by.

The branch information may include at least one of information such as an address, a telephone number, an in-house unique code, a number of employees, a number of windows, and transaction customer information of a branch of a financial institution to which at least one employee belongs.

The customer satisfaction evaluation information is characterized in that the total customer satisfaction rating scores for each employee in the sales unit unit, then calculate the average customer satisfaction rating score of the shop, and converts by applying a rating to the average customer satisfaction rating score.

For example, the customer satisfaction evaluation information may be stored in the incentive management D / B 750 in association with the branch information and used as reference data for calculating the incentive information of the branch.

The incentive information is incentive information for each branch, and is calculated based on the customer satisfaction evaluation information associated with the branch information. The incentive information is stored in the incentive management D / B 750 and then, at an appropriate time. It is characterized by being reflected in compensation, promotion, job placement, etc.

According to one embodiment of the invention, the storage medium 740 is preferably provided in a DBMS on a financial system provided on the customer satisfaction evaluation group processing system (or associated with the customer satisfaction evaluation group processing system), In this case, the storage medium 740 may be a ledger D / B provided in the DBMS on the financial system, or may be a predetermined database associated with the ledger D / B, by which the present invention is not limited.

According to another exemplary embodiment of the present invention, the storage medium 740 is provided on (or associated with) the customer satisfaction evaluation group processing system, an internet banking system, a telebanking system, a wireless banking system, or a TV banking system. It is possible to be provided in a DBMS on at least one banking system of the system, whereby the present invention is not limited.

The customer satisfaction evaluation management server 700 provided on the customer satisfaction evaluation management system according to the present invention is a generic term for the customer satisfaction evaluation management system side components connected to the information registration terminal and a predetermined financial network, and at least It may be implemented by including one or more servers (or devices), or may be implemented by at least one or more programs recorded on a recording medium provided in a predetermined server (or device), by which the present invention is not limited.

According to an embodiment of the present invention, when the information registration terminal is an employee terminal 100 connected to a predetermined financial network, the customer satisfaction evaluation operation server 700 is the employee terminal 100 through a predetermined financial network. It may be a ledger server provided on a financial system connected to the financial system, or a server (or device) provided on an external system on the financial system, or a program provided on the external system on the financial system, thereby limiting the present invention. Not

In the implementation method of the present invention, the ARS server is connected to the financial system and the customer satisfaction evaluation operation server 700, and generates a customer satisfaction survey information by conducting a customer-specific telephone survey questionnaire responded by a predetermined employee , Characterized in that for transmitting the generated customer satisfaction survey information to the customer satisfaction evaluation management server (700).

In the implementation method of the present invention, the mail server is connected to the financial system and the customer satisfaction evaluation management server 700, by conducting a customer-specific e-mail questionnaire responded by a predetermined employee, to generate customer satisfaction survey information And, the generated customer satisfaction survey information is characterized in that for transmitting to the customer satisfaction evaluation management server 700.

In the implementation method of the present invention, the wireless server is connected to the financial system and the customer satisfaction evaluation management server 700, the customer-specific Short Message Service (SMS), Long Message Service (LMS) responded by a predetermined employee , By performing a questionnaire message service including MMS (Multi Message Service), and transmitting customer satisfaction survey information to the customer satisfaction evaluation management server 700.

According to the method of the present invention, the customer satisfaction evaluation management server 700 is an interface unit 705 for connecting and managing a predetermined communication channel with the information registration terminal through the financial network, and the interface unit 705 The interface providing unit 710 for generating a user screen transmitted through the) and receiving the authentication for the customer satisfaction evaluation information from the employee terminal 100, or the ARS server, the mail server, the wireless server Storing the customer satisfaction survey information received from the customer satisfaction survey information from the information receiving unit 715 (or information receiving means) and the customer satisfaction survey information received from the information receiving unit 715 in the storage medium 740 in association with the customer information. An arithmetic process of the information storage unit 720 (or the information storage means) and the customer satisfaction survey information for each employee calculates a customer satisfaction evaluation score, and the customer satisfaction survey for each branch is determined. A customer satisfaction evaluation unit 725 (or a customer satisfaction evaluation means) which calculates a customer satisfaction evaluation score and generates customer satisfaction evaluation information converted into a rating corresponding to the evaluation score, and evaluates customer satisfaction level by the employee An incentive processing unit 730 for storing information in the storage medium 740 in association with the employee information and storing the customer satisfaction evaluation information for each branch in the storage medium 740 in association with the branch information; It is characterized in that it comprises an incentive providing unit 735 for processing incentives according to the customer satisfaction rating information.

According to an exemplary embodiment of the present invention, when the employee terminal 100 is an employee terminal 100 connected to a predetermined financial network, the interface unit 705 uses the employee stack based on a protocol stack defined in the financial network. Connecting a predetermined communication channel with the terminal 100, and providing a communication interface for transmitting and receiving at least one or more information (or data) using a communication protocol defined in the financial transaction-related program provided in the employee terminal 100 It is preferable.

The interface providing unit 710 corresponds to a functional configuration provided in the information registration terminal after a predetermined information registration terminal connects the communication channel with the customer satisfaction evaluation management server 700 through the interface unit 705. Generate (or select) the employee information and generate a predetermined user interface that can be transmitted to the customer satisfaction evaluation management server 700 through the financial network, or extract from a predetermined database (not shown), The user interface generated in conjunction with the interface unit 705 may be provided to the information registration terminal through the financial network.

According to another embodiment of the present invention, the predetermined information having at least one user interface for inputting (or selecting) the employee information to the information registration terminal and transmitting the employee information to the customer satisfaction evaluation operation server 700 through the financial network is provided. When the information registration program is provided, the interface providing unit 710 for providing the user interface to the information registration terminal may be omitted, and the present invention is not limited thereto.

The information receiving unit 715 receives (or selects) employee information through the user interface at the information registration terminal and receives employee information transmitted through the financial network, or the ARS server, the mail server, Receiving customer satisfaction survey information carried out for a customer responded by a predetermined employee in the wireless server.

The information storage unit 720 stores the employee information, the customer information, and the customer satisfaction survey information received by the information receiving unit 715 in the storage medium 740, wherein the storage medium 740 is provided in the customer satisfaction evaluation management server 700, or when provided on the network associated with the customer satisfaction evaluation management server 700, the information storage unit 720 is the received employee information And, the customer information and the customer satisfaction survey information is preferably stored in the storage medium 740 by linking the processing, if the storage medium 740 is provided in the DBMS provided on the financial system, the information The storage unit 720 provides the received employee information, the customer information, and the customer satisfaction survey information to an information system through an external system on the financial system to store in the DBMS provided on the financial system. It is preferable to.

The customer satisfaction evaluation unit 725 confirming the employee information, the customer information, and the customer satisfaction survey information received by the information receiving unit 715 checks the customer satisfaction survey information to form customer satisfaction survey information. The survey data is calculated as a customer satisfaction evaluation score, and the customer satisfaction evaluation score is converted into a grade, characterized in that the generation of customer satisfaction evaluation information is generated.

For example, the scale score for each question item included in the customer satisfaction survey information is calculated by applying a sum or weight by the customer satisfaction satisfaction evaluation unit to calculate a score for each item, and converting the customer satisfaction evaluation score into a grade. Characterized by the customer satisfaction rating information generated.

In addition, the customer satisfaction evaluation unit 725 calculates an average value of the customer satisfaction evaluation score by applying the evaluation criteria to the customer satisfaction survey information for each employee, and converts the evaluation score calculated as the average value into a grade to convert the customer satisfaction evaluation information It is characterized by generating.

The incentive processing unit 730 may selectively store customer satisfaction survey information generated by the customer satisfaction evaluation unit 725 in the incentive management D / B 750 according to an application range.

For example, the incentive processing unit 730 generates incentive information only if the customer satisfaction evaluation information is customer satisfaction evaluation information for each employee, if the customer satisfaction evaluation information belongs to a specific higher level set by a financial institution. do.

In addition, when the incentive processing unit 730 stores the incentive information for each employee, the incentive management D / B (750) is stored in association with the employee information and the customer satisfaction evaluation information, store the incentive information for each branch In the case, it is characterized by storing in connection with the branch information, the customer satisfaction rating information.

The incentive providing unit 735 checks the customer satisfaction evaluation information generated by the customer satisfaction evaluation unit 725, the branch customer satisfaction evaluation rating is high, or the customer satisfaction evaluation information is set to a specific higher level set by the financial institution It is characterized by generating incentive information to determine the employee or branch belonging to provide the employee with an incentive according to the policy of the branch.

For example, the incentive providing unit 735 checks the customer satisfaction evaluation information generated by the customer satisfaction evaluation unit, checks the customer satisfaction evaluation rating, and then rewards, promotes, or arranges the excellent customer satisfaction evaluation score according to the sales office's policy. Incentive information for reflecting, etc. is generated, characterized in that stored in association with the employee information.

8 is a diagram illustrating a process of processing a customer satisfaction evaluation on a facing channel according to one embodiment of the present invention.

In more detail, FIG. 8 shows that the customer satisfaction evaluation management server 700 on the customer satisfaction evaluation management system shown in FIG. 7 is connected to the customer satisfaction evaluation management server 700 through a predetermined financial network, according to the present invention. After connecting to a communication channel for customer satisfaction evaluation, receives predetermined employee information and predetermined customer satisfaction survey information, and generates and stores customer satisfaction evaluation information through a processing procedure of the customer satisfaction evaluation operation server 700. In addition, the present invention relates to an implementation method of generating and storing incentive information, and those skilled in the art to which the present invention pertains, various implementations of generating and storing the customer satisfaction evaluation information by referring to or modifying the drawing 8. The method may be inferred, but the present invention encompasses all of the inferred implementation methods, the implementation method shown in FIG. It is not limited to law.

Hereinafter, in FIG. 8, the employee terminal 100 illustrated in FIG. 7 is referred to as a “terminal” for convenience, and the customer satisfaction evaluation operation server 700 illustrated in FIG. 7 is referred to as a “server” for convenience.

Referring to FIG. 8, the terminal shown in FIG. 7 accesses the server through a predetermined financial network to check customer satisfaction evaluation group customer information generated by the customer information extraction server (800). Upon approval of customer satisfaction evaluation group customer information and input of customer satisfaction evaluation request information to the server (805), the server confirms the approval of the customer satisfaction evaluation group customer information and transmits the customer satisfaction level transmitted from the terminal. Checking the evaluation request information (810), in conjunction with the customer information extraction server 200 and the financial system to extract the customer satisfaction evaluation group customer information and staff information, customer satisfaction survey information (815).

For example, the process of the server extracting customer satisfaction survey information in connection with the customer information extraction server 200 and the financial system limits the category to the customer satisfaction evaluation group customer information calculated by the customer information extraction server 200. In the process of extracting and extracting the customer satisfaction survey information, it is preferable to process the employee information and the customer information in a linked process.

Thereafter, the server extracts in association with the customer information extraction server 200 and the financial system, and then checks the customer satisfaction survey information for each employee, and calculates a scale score for each item for the customer satisfaction survey information (eg, a 5-point scale). In this case, a maximum of 5 points are applied, and a maximum of 10 points are applied for a 10-point scale.) Arithmetic processing is performed by item, and scores are calculated by item, or scores are applied by item weights to calculate customer satisfaction scores. In addition, the total customer satisfaction scores for each employee are calculated (820).

Thereafter, the server converts the calculated customer satisfaction evaluation score into a grade to generate customer satisfaction evaluation information, stores the information on the storage medium 740 in association with the employee information (825), and associates the branch office with the branch information in the server. Calculating the total customer satisfaction score per user and calculating the average customer satisfaction score for the calculated total customer satisfaction score (830), and converting the average customer satisfaction score calculated by the server into a rating in connection with the branch information And generate customer satisfaction evaluation information and store it in the storage medium 740 (835). The server checks the customer satisfaction evaluation information on the server and targets the employee information linked to the customer satisfaction evaluation information belonging to a specific higher level. Incentive information for each employee is generated (840).

For example, the incentive information may be used as the basis information for reflecting rewards, promotions, job placements, etc. to predetermined employees who have obtained customer satisfaction evaluation scores belonging to a specific upper section designated by a financial institution in connection with employee information. Do.

Thereafter, the server stores the generated incentive information in the information medium in association with the employee information (845), and the employee terminal (100) with the incentive information together with the customer satisfaction survey information including the customer satisfaction rating score for each employee generated by the server. (850) completes a series of processes for handling customer satisfaction assessments.

9 is a diagram illustrating a process of processing customer satisfaction evaluation on a facing channel according to another exemplary embodiment of the present invention.

In more detail, in FIG. 9, the customer satisfaction evaluation management server 700 on the customer satisfaction evaluation management system illustrated in FIG. 7 is connected to the customer satisfaction evaluation management server 700 through a predetermined financial network, and the customer according to the present invention. After connecting to the communication channel for the evaluation of satisfaction, receives predetermined employee information and predetermined customer satisfaction survey information, and generates and stores the customer satisfaction evaluation information through the processing process of the customer satisfaction evaluation management server 700, In addition, the present invention relates to an implementation method for generating and storing incentive information. Those skilled in the art to which the present invention pertains, various implementation methods for generating and storing the customer satisfaction evaluation information by referring to or modifying the drawing 9. It may be inferred that, but the present invention includes all the implementation method inferred, the embodiment shown in Figure 9 It is not limited to law.

Hereinafter, in FIG. 9, the employee terminal 100 illustrated in FIG. 7 is referred to as a “terminal” for convenience, and the customer satisfaction evaluation operation server 700 illustrated in FIG. 7 is referred to as a “server” for convenience.

Referring to FIG. 9, the terminal illustrated in FIG. 7 accesses the server through a predetermined financial network to confirm customer satisfaction evaluation group customer information generated by the customer information extraction server (900). Upon approval of customer satisfaction evaluation group customer information and inputting customer satisfaction evaluation request information to the server (905), the server confirms the approval of the customer satisfaction evaluation group customer information and transmits the customer satisfaction level transmitted from the terminal. The evaluation request information is checked (910), and the customer satisfaction evaluation group customer information, employee information, and customer satisfaction survey information are extracted in connection with the customer satisfaction evaluation group processing server and the financial system (915).

For example, the process of the server extracting customer satisfaction survey information in connection with the customer information extraction server 200 and the financial system limits the category to the customer satisfaction evaluation group customer information calculated by the customer information extraction server 200. In the process of extracting and extracting the customer satisfaction survey information, it is preferable to process the employee information and the customer information in a linked process.

Thereafter, the server extracts in association with the customer information extraction server 200 and the financial system, and then checks the customer satisfaction survey information for each employee, and calculates a scale score for each item for the customer satisfaction survey information (eg, a 5-point scale). In this case, a maximum of 5 points are applied, and a maximum of 10 points are applied for a 10-point scale.) Arithmetic processing is performed by item, and scores are calculated by item, or scores are applied by item weights to calculate customer satisfaction scores. In addition, the total customer satisfaction scores for each employee are calculated (920).

Thereafter, the server converts the calculated customer satisfaction evaluation score into a rating to generate customer satisfaction evaluation information, and stores it in the storage medium 740 in association with the employee information (925), and in connection with the branch information in the server. Computing the total customer satisfaction scores per branch and calculating the average customer satisfaction scores for the calculated total customer satisfaction scores (930), the customer satisfaction rating by linking the average customer satisfaction scores calculated by the server with the branch information After the information is generated and stored in the storage medium 740 (935), the customer satisfaction evaluation information is checked on the server, and incentive information for each employee is generated for the employee information linked to the customer satisfaction evaluation information belonging to a specific higher level. (940).

For example, it is preferable to use the incentive information as the basis information for reflecting rewards, promotions, job placements, etc. to predetermined employees who have acquired customer satisfaction evaluation information belonging to a specific upper section designated by a financial institution in connection with employee information. Do.

Thereafter, the server transmits the incentive information to the employee terminal 100 together with the customer satisfaction survey information including the customer satisfaction score for each employee generated in the server (945), and the generated incentive information is linked with the employee information. The process of storing the data on the medium (950) and processing the customer satisfaction evaluation is completed.

FIG. 10 is a diagram illustrating a customer satisfaction evaluation management system for evaluating customer satisfaction level of each sales point and non-facing channel according to an exemplary embodiment of the present invention.

In more detail, in FIG. 10, when a predetermined non-facing channel inputs customer satisfaction evaluation request information for evaluating customer satisfaction for each sales point and non-facing channel into a customer satisfaction evaluation operating system through a predetermined information registration interface, the customer satisfaction evaluation is performed. The average value of the customer satisfaction survey information for each of the branches and non-facing channels by linking the customer satisfaction evaluation branch and non-face-to-channel information included in the provided customer satisfaction evaluation request information and the customer satisfaction evaluation period information in the operating system, A system configuration for calculating and storing customer satisfaction evaluation information for each face-to-face channel and providing incentive for each non-face-to-face channel according to the customer satisfaction evaluation information, and has a general knowledge in the technical field to which the present invention belongs. , By referring to or modifying this drawing 10, Would be able to infer a variety of exemplary methods for the satisfaction rating operating system configuration, the present invention includes all embodiments in which the inference method, shall not be limited to the exemplary method shown in the figure 10.

Hereinafter, the customer satisfaction evaluation management server 700 for processing the customer satisfaction evaluation through a predetermined processing procedure on the customer satisfaction evaluation management system shown in FIG. 10 is referred to as a "server" for convenience.

Referring to this figure 10 according to the embodiment of the present invention, the customer satisfaction evaluation management system for customer satisfaction evaluation, including an information registration terminal including an employee terminal 100 provided at at least one financial institution branch Characterized in that, the information registration terminal is connected to the communication channel and the customer satisfaction rating management server 1000 provided on the customer satisfaction rating management system through a predetermined financial network.

Here, the employee terminal 100 preferably comprises a manager terminal used by the counter-facing channel provided in the financial institution branch, customer satisfaction evaluation management server 1000 is connected to the employee terminal 100 is Preferably it comprises a ledger server provided on the predetermined financial system, the financial network connecting the employee terminal 100 and the customer satisfaction evaluation management server 1000 is the employee terminal 100 and the customer satisfaction level It is preferable to include a current network for connecting the communication channel between the evaluation management server (1000).

The storage medium 1030 provided on the customer satisfaction evaluation management system according to the present invention stores the customer information, non-face-to-face channel information, and customer satisfaction survey information extracted from the ledger D / B of the financial system in a cooperative manner. And extracting and using at least one of the customer information, non-facing channel information, and customer satisfaction survey information stored in the storage medium 1030 to generate and store the customer satisfaction evaluation information.

The customer information includes personal information (eg, name, resident registration number, address, phone number, mobile phone number, e-mail address, etc.) of the customer who requested an account transaction through a window, and a member number of the customer (eg, the customer By signing up as a financial transaction customer of the financial institution, member ID information, CIF (Customer Information File) number, etc.) provided in the customer ledger on the financial system associated with the customer satisfaction evaluation group processing system in response to the customer It characterized in that it comprises at least one or more.

For example, the customer information stored in the storage medium 1030 may include at least one customer information obtained by processing a transaction to a predetermined counter-facing channel during a business hours of a predetermined financial institution (or a branch). It is preferably stored in association.

The non-face-to-face channel information is information on a non-face-to-face channel, including automation devices, Internet banking, telebanking, mobile banking, etc. that responds to customers in a non-face-to-face channel of a financial institution, linked to the customer satisfaction evaluation group processing system. It is preferable to include detailed information of the non-facing channel (for example, the type and number of non-facing channels possessed by a predetermined financial institution and a sales office) provided in the ledger D / B on the financial system.

The customer satisfaction survey information is characterized in that the ARS server, the mail server, and the wireless server, characterized in that the survey data surveyed to the customer responded to a predetermined non-facing channel is characterized in that it comprises.

For example, in the case of the ARS server, the customer satisfaction survey information is a questionnaire surveyed to a customer responded by a predetermined non-face-to-face channel, and a result method is calculated by applying an evaluation method within a 10-point scale in the survey method. In the case of the mail server, a non-face-to-face channel is provided with an evaluation method using a scale for responding customers and a part for describing a customer's opinion to enable qualitative measurement as well as quantitative measurement. desirable.

The customer satisfaction evaluation information can evaluate the customer satisfaction evaluation scores for each non-face-to-face channel or for each sales point by collectively summing the scale scores for each item recorded in the customer satisfaction survey information or by assigning weights to each scale and performing arithmetic and statistical processing. And at least one average customer satisfaction rating score and at least one customer satisfaction rating score for each non-face-to-face channel.

In addition, another storage medium 1030 provided on the customer satisfaction evaluation management system according to the present invention is stored by linking the sales information, customer satisfaction evaluation information, and incentive information extracted from the ledger D / B of the financial system And extracting and using at least one of the branch office information and the customer satisfaction evaluation information stored in the storage medium 1030 to generate and store the incentive information.

The branch information may include at least one of information such as an address, a telephone number, an in-house unique code, a number of non-face-to-face channels, a number of windows, and transaction customer information of a branch of a financial institution to which a predetermined non-face-to-face channel belongs. do.

The customer satisfaction evaluation information is characterized by including the information that calculates the total customer satisfaction evaluation score for each non-face-to-face channel in the sales unit unit, and then calculates the average customer satisfaction evaluation score of the shop.

For example, the customer satisfaction evaluation information is stored in the storage medium 1030 in association with the branch information, it is preferably used as reference data for calculating the incentive information of the branch.

The incentive information is information calculated based on the branch information and the customer satisfaction evaluation information, and the incentive information is stored in the storage medium 1030 and then reflected in a reward, promotion, job arrangement, etc. at an appropriate time. It is done.

According to an embodiment of the present invention, the storage medium 1030 is preferably provided in a DBMS on a financial system provided on the customer satisfaction evaluation group processing system (or associated with the customer satisfaction evaluation group processing system). In this case, the storage medium 1030 may be a ledger D / B provided in the DBMS on the financial system, or a predetermined database associated with the ledger D / B, whereby the present invention is not limited.

According to another exemplary embodiment of the present invention, the storage medium 1030 is provided on (or associated with) the customer satisfaction evaluation group processing system, an internet banking system, a telebanking system, a wireless banking system, or a TV banking system. It is possible to be provided in a DBMS on at least one banking system of the system, whereby the present invention is not limited.

The customer satisfaction evaluation management server 1000 provided on the customer satisfaction evaluation management system according to the present invention is a generic term for the customer satisfaction evaluation management system side components connected to the information registration terminal through a predetermined financial network, and at least It may be implemented by including one or more servers (or devices), or may be implemented by at least one or more programs recorded on a recording medium provided in a predetermined server (or device), by which the present invention is not limited.

According to an exemplary embodiment of the present invention, when the information registration terminal is an employee terminal 100 connected to a predetermined financial network, the customer satisfaction evaluation management server 1000 is connected to the employee terminal 100 through a predetermined financial network. It may be a ledger server provided on a financial system connected to the financial system, or a server (or device) provided on an external system on the financial system, or a program provided on the external system on the financial system, thereby limiting the present invention. Not.

In the implementation method of the present invention, the ARS server is connected to the financial system and the customer satisfaction evaluation management server 1000, and conducts a customer-specific telephone survey questionnaire applied to a predetermined non-face-to-face channel to provide customer satisfaction survey information. It generates and transmits the generated customer satisfaction survey information to the customer satisfaction evaluation management server 1000.

In the implementation method of the present invention, the mail server is connected to the financial system and the customer satisfaction evaluation management server 1000, and conducts a customer-specific e-mail questionnaire responded to a predetermined non-facing channel, customer satisfaction survey information To generate, and transmits the generated customer satisfaction survey information to the customer satisfaction evaluation management server (1000).

In the implementation method of the present invention, the wireless server is connected to the financial system and the customer satisfaction evaluation management server 1000, the customer-specific SMS (Short Message Service), LMS (Long Message) to which a predetermined non-facing channel is responded By performing a questionnaire message service including a service) and a MMS (Multi Message Service), the customer satisfaction survey information is transmitted to the customer satisfaction evaluation management server 1000.

According to the method of the present invention, the customer satisfaction evaluation management server 1000 is an interface unit 1005 for connecting and managing a predetermined communication channel with the information registration terminal through the financial network, and the interface unit 1005 The interface providing unit 1010 for generating a user screen transmitted through the, and receiving the authentication for the customer satisfaction evaluation information in the employee terminal 100, or from the ARS server, the mail server and the wireless server An information receiving unit 1015 receiving customer satisfaction survey information, and an information storage unit 1020 storing the customer satisfaction survey information received by the information receiving unit 1015 in the storage medium 1030 in association with the customer information; Arithmetic processing of customer satisfaction survey information for each non-face-to-face channel to calculate customer satisfaction evaluation scores, and calculating and processing customer satisfaction survey information for each branch. The customer satisfaction evaluation unit 1025 for calculating an evaluation score, and the customer satisfaction evaluation information for each non-facing channel are stored in the storage medium 1030 in association with the non-facing channel information, and the customer satisfaction evaluation information for each branch is stored. And an incentive processing unit for storing in the storage medium 1030 in association with the branch information and an incentive providing unit for processing incentives according to the customer satisfaction evaluation information for each non-facing channel.

According to an exemplary embodiment of the present invention, when the employee terminal 100 is an employee terminal 100 connected to a predetermined financial network, the interface unit 1005 uses the employee stack based on a protocol stack defined in the financial network. Connecting a predetermined communication channel with the terminal 100, and provides a communication interface for transmitting and receiving at least one or more information (or data) using a communication protocol defined in the financial transaction-related program provided in the employee terminal 100 It is preferable.

The interface providing unit 1010 corresponds to a functional configuration provided in the information registration terminal after a predetermined information registration terminal connects a communication channel with the customer satisfaction evaluation operation server 1000 through the interface unit 1005. Generate (or select) the non-facing channel information to generate a predetermined user interface that can be transmitted to the customer satisfaction evaluation management server 1000 through the financial network, or extract from a predetermined database (not shown). And providing the user interface generated (or extracted) in association with the interface unit 1005 to the information registration terminal through the financial network.

According to another embodiment of the present invention is provided with at least one user interface for inputting (or selecting) the non-facing channel information to the information registration terminal to the customer satisfaction evaluation management server 1000 through the financial network When a predetermined information registration program is provided, the interface providing unit 1010 for providing the user interface to the information registration terminal may be omitted, and the present invention is not limited thereto.

The information receiving unit 1015 receives (or selects) non-facing channel information from the information registration terminal through the user interface and receives non-facing channel information transmitted through the financial network, or the ARS server and the The mail server and the wireless server, characterized in that for receiving the customer satisfaction survey information carried out for the customer responded to a predetermined non-face-to-face channel.

The information storage unit 1020 stores the non-face-to-face channel information, the customer information, and the customer satisfaction survey information received by the information receiving unit 1015 on the storage medium 1030. When the storage medium 1030 is provided in the customer satisfaction evaluation management server 1000, or on the network associated with the customer satisfaction evaluation management server 1000, the information storage unit 1020 is the received Preferably, the non-face-to-face channel information, the customer information, and the customer satisfaction survey information are interworked and stored in the storage medium 1030, and the storage medium 1030 is provided in a DBMS provided on a financial system. In this case, the information storage unit 1020 provides the received non-face-to-face channel information, the customer information, and the customer satisfaction survey information to the information system through an external system on the financial system. Be stored in the DBMS provided on the system is preferred.

The customer satisfaction evaluation unit 1025 confirming the non-face-to-face channel information, the customer information, and the customer satisfaction survey information received by the information receiving unit 1015 checks the customer satisfaction survey information to check the customer satisfaction survey information. It is characterized by calculating the survey data constituting the customer satisfaction score.

For example, the scale score for each question item included in the customer satisfaction survey information is calculated by applying a sum or weight by the customer satisfaction satisfaction evaluation unit to calculate a score for each customer item, and statistically processing the calculated score for each item. Characterized by the customer satisfaction rating information generated.

In addition, the customer satisfaction evaluation unit 1025 calculates customer satisfaction evaluation information by applying evaluation criteria to the customer satisfaction survey information for each non-face-to-face channel, and sums the customer satisfaction survey information for each non-face-to-face channel for the entire branch to average the value. It calculates, and stores in a predetermined storage medium 1030 in conjunction with the branch information.

11 is a diagram illustrating a process of processing a customer satisfaction evaluation for a facing channel according to one embodiment of the present invention.

In more detail, in FIG. 11, the customer satisfaction evaluation management server 1000 on the customer satisfaction evaluation management system shown in FIG. 10 is connected to the customer satisfaction evaluation management server 1000 through a predetermined financial network, and the customer according to the present invention. After connecting to a communication channel for satisfaction evaluation, receives predetermined non-face-to-face channel information and predetermined customer satisfaction survey information, and generates and stores customer satisfaction evaluation information through a processing procedure of the customer satisfaction evaluation operation server 1000. In addition, as an implementation method for generating and storing incentive information, those skilled in the art to which the present invention pertains, variously generate and store the customer satisfaction evaluation information by referring to or modifying the present FIG. Although the implementation method may be inferred, the present invention includes all implementation methods inferred from the above, It is not limited to the practiced method.

Hereinafter, in FIG. 11, the employee terminal 100 illustrated in FIG. 10 is referred to as a “terminal” for convenience, and the customer satisfaction evaluation operation server 1000 illustrated in FIG. 7 is referred to as a “server” for convenience.

Referring to FIG. 11, the terminal shown in FIG. 10 accesses the server through a predetermined financial network to check customer satisfaction evaluation group customer information generated by the customer information extraction server (1100). If the customer satisfaction evaluation group approval information and customer satisfaction evaluation request information is input and transmitted to the server (1105), the server confirms the approval of the customer satisfaction evaluation group customer information, and the customer satisfaction level transmitted from the terminal. Checking the evaluation request information (1110), in conjunction with the customer information extraction server 200 and the financial system to extract the customer satisfaction evaluation group customer information, non-facing channel information, and customer satisfaction survey information (1115).

For example, the process of the server extracting customer satisfaction survey information in connection with the customer information extraction server 200 and the financial system limits the category to the customer satisfaction evaluation group customer information calculated by the customer information extraction server 200. In the process of extracting and extracting the customer satisfaction survey information, it is preferable to process the non-face-to-face channel information and the customer information in a linked process.

Thereafter, the server extracts in association with the customer information extraction server 200 and the financial system, and then checks customer satisfaction survey information for each non-face-to-face channel and obtains a scale score for each item of the customer satisfaction survey information (eg, 5). A maximum of 5 points in case of a point scale, and a maximum of 10 points in case of a 10-point scale) and apply arithmetic processing by item, aggregate scores by item, or aggregate scores by applying weight by item, and evaluate customer satisfaction score Calculate the total customer satisfaction scores for each non-face-to-face channel (1120).

Thereafter, the server generates customer satisfaction evaluation information including the calculated customer satisfaction evaluation score, stores in the storage medium 1030 in association with the non-face-to-face channel information (1125), and in connection with the branch information in the server Calculating total customer satisfaction scores per branch and calculating average customer satisfaction scores for the calculated total customer satisfaction scores (1130) to generate customer satisfaction score information including customer satisfaction scores for each non-face-to-face channel ( 1135), by generating the customer satisfaction rating information in connection with the average customer satisfaction rating score calculated by the server and then store information in the storage medium 1030 (1140), and transmits to the employee terminal 100 (1145) This completes a series of processes for handling customer satisfaction assessments.

12 is a diagram illustrating a process of processing a customer satisfaction evaluation for a facing channel according to one embodiment of the present invention.

In more detail, FIG. 12 shows that the customer satisfaction evaluation operation server 1000 on the customer satisfaction evaluation operation system shown in FIG. 10 is connected to the customer satisfaction evaluation operation server 1000 through a predetermined financial network, according to the present invention. After connecting to a communication channel for satisfaction evaluation, receives predetermined non-face-to-face channel information and predetermined customer satisfaction survey information, and generates and stores customer satisfaction evaluation information through a processing procedure of the customer satisfaction evaluation operation server 1000. In addition, the present invention relates to an implementation method of generating and storing incentive information. Those skilled in the art to which the present invention pertains may refer to or modify this drawing 12 to generate and store the customer satisfaction evaluation information. Although the implementation method may be inferred, the present invention includes all implementation methods inferred from the above, Not limited by the embodiment method.

Hereinafter, in FIG. 12, the employee terminal 100 illustrated in FIG. 10 is referred to as a “terminal” for convenience, and the customer satisfaction evaluation operation server 1000 illustrated in FIG. 7 is referred to as a “server” for convenience.

Referring to FIG. 12, the terminal shown in FIG. 10 accesses the server through a predetermined financial network to check customer satisfaction evaluation group customer information generated by the customer information extraction server (1200). If the customer satisfaction evaluation group approval information and customer satisfaction evaluation request information is input and transmitted to the server (1205), the server confirms the approval of the customer satisfaction evaluation group customer information, and the customer satisfaction level transmitted from the terminal. Checking the evaluation request information (1210), and in conjunction with the customer information extraction server 200 and the financial system to extract the customer satisfaction evaluation group customer information, non-facing channel information, and customer satisfaction survey information (1215).

For example, the process of the server extracting customer satisfaction survey information in connection with the customer information extraction server 200 and the financial system limits the category to the customer satisfaction evaluation group customer information calculated by the customer information extraction server 200. In the process of extracting and extracting the customer satisfaction survey information, it is preferable to process the non-face-to-face channel information and the customer information in a linked process.

Thereafter, the server extracts in association with the customer information extraction server 200 and the financial system, and then checks customer satisfaction survey information for each non-face-to-face channel and obtains a scale score for each item of the customer satisfaction survey information (eg, 5). A maximum of 5 points in case of a point scale, and a maximum of 10 points in case of a 10-point scale) and apply arithmetic processing by item, aggregate scores by item, or aggregate scores by applying weight by item, and evaluate customer satisfaction score In operation 1220, the total customer satisfaction score for each non-face-to-face channel is calculated.

Thereafter, the server generates customer satisfaction evaluation information including the calculated customer satisfaction evaluation score, stores in a storage medium 1030 in association with the non-face-to-face channel information (1225), and linked with the branch information in the server Calculate total customer satisfaction scores per branch and calculate average customer satisfaction scores for the calculated total customer satisfaction scores (1230) to generate customer satisfaction scores including non-face-to-face customer satisfaction scores; In operation 1235, the average customer satisfaction evaluation score calculated by the server is transmitted to the employee terminal 100 in connection with the branch information (1240), and the customer satisfaction evaluation information is generated and then stored in the storage medium 1030 (1245). This completes a series of processes for handling customer satisfaction assessments.

FIG. 13 illustrates a customer satisfaction survey model for generating customer satisfaction survey information.

As shown in FIG. 13, the customer satisfaction survey questionnaire model for generating the customer satisfaction survey information includes a financial transaction through a non-face-to-face channel with a customer who visits a branch of the financial institution and makes a direct financial transaction with a teller. The customer satisfaction survey questionnaire model is composed of 12 items for surveying customer satisfaction and disposition, and is characterized by measuring customer satisfaction and disposition on a 5-point scale.

According to the implementation method of the present invention, the customer satisfaction survey questionnaire model is divided into a customer satisfaction level satisfaction, work processing level satisfaction, and work processing related additional question, each of which consists of three or four sub-items, respectively, "very high." Yes, “Yes”, “Normal”, “No”, “No at all” are divided into five choices and measured using the assigned number, and the customer satisfaction scores surveyed through the Customer Satisfaction Survey Questionnaire are It is characterized in that calculated by the customer satisfaction rating management server 1000 as a score.

For example, a customer who responds to a given employee selects four “yes” items in the questionnaire for the customer response level and eight “normal” items in the satisfaction level. The customer satisfaction evaluation management server 1000 multiplies the item selected as “Yes” by 4 points, multiplies the item selected as “Normal” by 3 points, and evaluates the average customer satisfaction level of the branch to which the employee belongs. It is preferable to generate customer satisfaction evaluation information by comparing the score with the employee information of the employee.

According to the present invention, rather than an unspecified number of employees serving customers, a specific employee conducts customer satisfaction surveys on the responded customers and provides personnel-related incentives according to the customer evaluation scores for each employee. It can be expected to provide an improved service.

In addition, by including not only quantitative data but also qualitative data in customer evaluation information for each employee and non-face-to-face channel, the customer can utilize the customer evaluation information to provide the desired service, thereby reducing the cost of service failure due to customer complaints, It can be expected to provide a specialized service to the customer.

Claims (1)

A customer satisfaction evaluation target customer information extracting means for extracting at least one customer satisfaction evaluation target information according to gender, age, and regional equality ratio among the customers who processed the financial transaction by facing the employee the previous day; Information storage means for storing the extracted customer information in association with the employee information corresponding to the customer in a storage medium; When the customer terminal of customer satisfaction evaluation staff checks the customer satisfaction level by gender, age and region for the employee who responded to the customer in connection with the storage medium, and transmits the employee information and customer satisfaction survey information, the employee information and customer satisfaction level Information receiving means for receiving survey information; Customer satisfaction evaluation means for reading the customer satisfaction survey information and generating customer satisfaction evaluation information for the employee; Information storage means for storing the employee information and customer satisfaction evaluation information in a storage medium; And And incentive providing means for providing an incentive to the sales office (or employee) in which the customer satisfaction evaluation information is located in an employee belonging to a higher ranking.

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