TWM567452U - Customer satisfaction survey system - Google Patents

Abstract

A customer satisfaction survey system includes a customer database device, a server host and a manager device. The customer database device stores multiple customer profiles. The servo host is connected to the client database device, and the server includes a question group editing module, a question group database, a questionnaire generating module and a questionnaire sending module. The question group editing module is adapted to generate a question group information. The question group database is suitable for storing question group information. The questionnaire generating module is adapted to generate a questionnaire information according to the question group information, receive the customer data from the customer database device, and associate the questionnaire information with the customer data. The questionnaire sending module is adapted to transmit the questionnaire information according to a questionnaire mode. The manager device is connected to the server host and is suitable for the operation group editing module and the questionnaire generation module.

Description

Customer satisfaction survey system

A customer satisfaction survey system, which specifically utilizes a customer satisfaction survey system for document formation.

The customer satisfaction survey is an operation that is performed by many business units, so that the business unit can understand the market trends, the interaction between the front line and the customers, and further correct the operation policy of the business unit. There are many ways to satisfy the satisfaction survey, such as questionnaires, interviews, etc., and even some institutions will entrust professional institutions to conduct investigations. However, the current common method is a burden for the public institution, and it is not easy to integrate the survey data, and it is difficult for the institution to know the correct information. If the institutional system is large and has different business units, it is necessary to set different investigation methods for different business units or business projects. This is undoubtedly a burden for the public institutions, but it must be implemented. Therefore, how to make the business unit easier to carry out the customer satisfaction survey is worth considering in the field.

This creation provides a customer satisfaction survey system that enables business units to conduct customer satisfaction surveys more efficiently. The present invention provides a customer satisfaction survey system including a customer database device, a server host and a manager device. The customer database device stores multiple customer profiles. The server is connected to the client database device. The server includes a question group editing module, a question group database, a questionnaire generating module and a questionnaire sending module. The question group editing module is adapted to generate a question group information. The question group database is suitable for storing the question group information. The questionnaire generating module is adapted to generate a questionnaire information according to the question group information, receive the customer data from the customer database device, and associate the questionnaire information with the customer data. The questionnaire sending module is adapted to transmit the questionnaire information according to a questionnaire mode. The manager device is connected to the server host and is adapted to operate the question group editing module and the questionnaire generating module. The customer satisfaction survey system described above, wherein the questionnaire model includes an online survey, a counter survey, and a mail survey. In the above customer satisfaction survey system, if the questionnaire mode is an online survey, the questionnaire sending module establishes a web link of the questionnaire information, and transmits the web link to an external client device. In the above customer satisfaction survey system, if the questionnaire mode is a counter survey, the questionnaire sending module transmits the questionnaire information to the row member device and simultaneously sends a notification message to the attendant device. The above customer satisfaction survey system, wherein if the questionnaire mode is a mailing survey, the questionnaire sending module transmits the questionnaire information to a printing device, and an address data in the customer data associated with the questionnaire information is Transfer to the printing unit. The above customer satisfaction survey system, wherein the questionnaire information is composed of the question group information, and the question group information includes a weight value. The above-mentioned customer satisfaction survey system further includes a survey result input device connected to the server host, and is adapted to input a survey result information, and is saved by a questionnaire database of the server host.

This creation provides a customer satisfaction survey system, which establishes questionnaires in the way of document formation, and sends out questionnaires according to the type of surveys of the questionnaires, improving the efficiency of the survey. Please refer to FIG. 1 , which illustrates the customer satisfaction survey system of the present creation. The customer satisfaction survey system 100 includes a manager device 110, a customer database device 120, a server host 130, a plurality of staff devices 140, a printing device 150, and a survey result input device 160. The manager device 110 is a device used by the system administrator. Therefore, the administrator of the system can operate various functions of the customer satisfaction survey system 100 through the manager device 110, for example, to establish a questionnaire and a questionnaire issue, and the details are described later. The customer database device 120 stores a plurality of customer data, which can be used as a basis for the questionnaire or as a target of the questionnaire. The servo host 130 is the primary operational component of the customer satisfaction survey system 100. The server 130 includes a question group editing module 131, a question group database 132, a questionnaire generating module 133 and a questionnaire sending module 134. The question group editing module 131 is adapted to generate a question group information. In the present embodiment, the question group editing module 131 is operated by the administrator device 110, that is, the system administrator can edit or establish the question group information in the server host 130 through the manager device 110. Therefore, the information of the question group can include information such as the content of the topic and the way of answering. The question group database 132 is adapted to store the question group information. That is, the created question group information will be stored in the question group database 132. The questionnaire generating module 133 is adapted to generate a questionnaire information based on the question group information, and receive the customer data from the customer database device 120, and then associate the customer data with the questionnaire information. Further questionnaire generation module 133 can also be operated by manager device 110. That is to say, the system administrator can select the question group information from the question group database 132 through the questionnaire generation module 133, and form a questionnaire to generate the questionnaire information. In an embodiment, the question group in the questionnaire information The information will include a weight value to measure the importance of the different question groups in the questionnaire. And select the customer data as the survey object, and associate the customer information with the questionnaire information. In an embodiment, when the customer profile is selected, the customer condition can be set to filter the survey object, such as the customer attribute, the history of the visit, whether there is an email, whether the account number is duplicated, whether it is an employee at the same time, and the like. The questionnaire sending module 134 is adapted to transmit the questionnaire information according to a questionnaire mode. Questionnaire mode refers to the form in which the questionnaire information will be sent out. In this embodiment, the questionnaire model includes an online survey, a counter survey, and a mail survey. When the questionnaire mode is an online survey, the questionnaire sending module 134 generates a web link to the questionnaire information, and transmits the web link to an external client device 10, for example, a computer device used by the client, and a sending method. Can be an email or a newsletter. In other words, the online survey is linked to the customer via the delivery URL, and the URL link corresponds to the questionnaire information. The customer is allowed to click on the website link through the client device 10 and connect to the server 130 via the web browser, so that the customer can fill out the questionnaire online. When the questionnaire mode is a counter investigation, the questionnaire sending module 134 transmits the questionnaire information to the row member device 140, and simultaneously sends a notification message to the pedestrian device 140. The walker device 140 can be a computer device used by a counter person. That is to say, when a questionnaire survey is required for the customer of the counter, the server 130 notifies the staff of the time limit of the questionnaire, and informs the staff to conduct a questionnaire survey on the customer. The questionnaire information transmitted to the walker device 140 can be used by the customer to fill out the questionnaire through the auxiliary device (keyboard, electronic signature) or printed paper. When the questionnaire mode is a mailing survey, the questionnaire sending module 134 transmits the questionnaire information to a printing device 150, and at the same time, extracts an address data from the customer data corresponding to the questionnaire information, and transmits the address data to the printing device 150. . That is, the server 130 sends the questionnaire information and the address data to the printing device 150, so that the relevant personnel can directly print the questionnaire and the address information, and directly paste the address data on the envelope, thereby eliminating the possibility of handwritten time and typo. . In one embodiment, the customer satisfaction survey system 100 further includes a survey result input device 160 that is coupled to the servo host 130. The survey result input means 160 is a computer device used by the person responsible for collecting the questionnaire, and therefore the survey result input means 160 is adapted to input a survey result information. And the survey result information will be saved by a questionnaire database 135 in the server host 130. The questionnaire database 135 stores the survey result information, and the system administrator can access the survey result information from the questionnaire repository 135 through the administrator device 110. Further, the questionnaire database 135 can also perform statistics on the content of the survey result information, so that the system administrator can further analyze the results of the questionnaire survey. The customer satisfaction survey system 100 of the present invention modularizes the problem group information, so that the survey personnel can directly bring in the survey questions from the database when establishing the questionnaire, and can also flexibly adjust the content of the question group when designing the questionnaire. It is also possible to select respondents more flexibly and use different conditions to separate different survey subjects. The weight values in the group information are more convenient for analyzing the survey results. Therefore, the customer satisfaction survey system 100 will help the business unit to conduct customer satisfaction surveys more efficiently. The present invention is described above by way of example, but it is not intended to limit the scope of patent rights claimed herein. The scope of patent protection is subject to the scope of the patent application and its equivalent fields. Any changes or modifications made by those skilled in the art without departing from the spirit or scope of this patent are subject to the equivalent changes or designs made in the spirit of the present disclosure and should be included in the scope of the patent application below. Inside.

100‧‧‧Customer Satisfaction Survey System
110‧‧‧Manager device
120‧‧‧Customer database installation
130‧‧‧Servo host
131‧‧‧ title group editing module
132‧‧‧ Question Group Database
133‧‧‧ Questionnaire production module
134‧‧‧ Questionnaire Sending Module
135‧‧ Questionnaire database
140‧‧‧Senior installation
150‧‧‧Printing device
160‧‧‧Investigation result input device

Figure 1 depicts the customer satisfaction survey system for this creation.

Claims (7)

A customer satisfaction survey system includes: a customer database device that stores a plurality of customer data; a servo host is connected to the customer database device, the servo host includes: a question group editing module, suitable for generating a question group information; a question group database suitable for storing the question group information; a questionnaire generating module adapted to generate a questionnaire information according to the question group information, receive the customer information from the customer database device, and The questionnaire information is associated with the customer data; and a questionnaire sending module is adapted to transmit the questionnaire information according to a questionnaire mode; and an administrator device is connected to the server host and is adapted to operate the question group editing The module and the questionnaire generate a module. For example, the customer satisfaction survey system described in claim 1 of the patent scope includes the online survey, the counter survey, and the mail survey. The customer satisfaction survey system of claim 2, wherein if the questionnaire mode is an online survey, the questionnaire sending module establishes a web link of the questionnaire information, and transmits the web link to an external one. Customer device. The customer satisfaction survey system according to item 2 of the patent application scope, wherein, if the questionnaire mode is a counter investigation, the questionnaire sending module transmits the questionnaire information to the line member device, and simultaneously sends a notification message to the attendant. Device. The customer satisfaction survey system of claim 2, wherein if the questionnaire mode is a mailing survey, the questionnaire sending module transmits the questionnaire information to a printing device, and associates the questionnaire information with the questionnaire information. An address data in the customer profile is transmitted to the printing device. The customer satisfaction survey system of claim 1, wherein the questionnaire information is composed of the question group information, and the question group information includes a weight value. The customer satisfaction survey system of claim 1, further comprising a survey result input device connected to the server host, adapted to input a survey result information, and a questionnaire data of the server host. The library is saved.