WO2014184420A1 - Survey data filtering system - Google Patents

Survey data filtering system Download PDF

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Publication number
WO2014184420A1
WO2014184420A1 PCT/FI2013/050533 FI2013050533W WO2014184420A1 WO 2014184420 A1 WO2014184420 A1 WO 2014184420A1 FI 2013050533 W FI2013050533 W FI 2013050533W WO 2014184420 A1 WO2014184420 A1 WO 2014184420A1
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WIPO (PCT)
Prior art keywords
survey
subgroup
respondent
response
sending
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Application number
PCT/FI2013/050533
Other languages
French (fr)
Inventor
Samuli ZETTERBERG
Timo KALLELA
Original Assignee
Surveypal Oy
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
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Publication date
Application filed by Surveypal Oy filed Critical Surveypal Oy
Priority to PCT/FI2013/050533 priority Critical patent/WO2014184420A1/en
Publication of WO2014184420A1 publication Critical patent/WO2014184420A1/en

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0201—Market modelling; Market analysis; Collecting market data

Definitions

  • the present invention relates to survey methods, and more particularly to filtering survey data. Background of the invention
  • Surveys have long been useful methods for various organizations to gather information for strategic and tactical decisions and to measure satisfaction of customers and/or employees, for example. Surveys may be utilized to determine customer preferences for products and services, as well as customer's experience and satisfaction with a company's customer service.
  • the internet-based survey tools have enabled organizations to define and conduct automated surveys quickly and efficiently via such mediums without the need for human intervention.
  • the survey methods according to prior art have technical shortcomings.
  • one of the starting points for such surveys is to find out whether there are some problems in the procedures of the conductor of the survey. Nevertheless, it is obvious that it is a difficult task to filter out from a huge amount of survey data the relevant response parameters underlying a particular problem and to make a clever analysis for solving the possible problem.
  • the response may give feedback about problems or drawbacks which would require immediate attention.
  • the whole survey is first completed and possible indications about such problems or drawbacks may only be included the final report of the survey.
  • a method comprises gathering survey data from survey responses into a database, the survey data comprising response parameters about metadata relating to a respondent of the survey and/or about responses to survey questions, said response parameters being stored with an alphanumeric value; determining a first subgroup of the response parameters, wherein a threshold value is determined for each response parameter of the first subgroup; determining a second subgroup of the response parameters, the second subgroup comprising one or more of the response parameter of the first subgroup; in response to the values of the one or more response parameters of the second subgroup reaching their threshold values, determining the respondent being dissatisfied relating to at least one issue underlying the survey; and carrying out automatically at least a first action for taking corrective measures to improve satisfaction of the respondent.
  • the first action is visible to the respondent and involves one or more of the following:
  • the first action is non-visible to the respondent and involves one or more of the following:
  • the method further comprises carrying out automatically a plurality of actions for taking corrective measures to improve satisfaction of the respondent.
  • the method further comprises determining a third subgroup of the response parameters, the third subgroup comprising one or more of the response parameter of the first subgroup, the third subgroup being different from the second subgroup; in response to the values of the one or more response parameters of the third subgroup reaching their threshold values, determining the respondent being dissatisfied relating to at least one issue underlying the survey; and carrying out automatically a second action for taking corrective measures to improve satisfaction of the respondent.
  • an apparatus comprising at least one processor and at least one memory, said at least one memory stored with code thereon, which when executed by said at least one processor, causes an apparatus to perform at least gathering survey data from survey responses into a database, the survey data comprising response parameters about metadata relating to a respondent of the survey and/or about responses to survey questions, said response parameters being stored with an alphanumeric value; determining a first subgroup of the response parameters, wherein a threshold value is determined for each response parameter of the first subgroup; determining a second subgroup of the response parameters, the second subgroup comprising one or more of the response parameter of the first subgroup; and determining, in response to the values of the one or more response parameters of the second subgroup reaching their threshold values, the respondent being dissatisfied relating to at least one issue underlying the survey; and carrying out automatically at least a first action for taking corrective measures to improve satisfaction of the respondent.
  • a computer program product stored on a non-transitory computer readable medium and executable in a data processing device, for processing survey data
  • the computer program product comprising: a computer program code section for gathering survey data from survey responses into a database, the survey data comprising response parameters about metadata relating to a respondent of the survey and/or about responses to survey questions, said response parameters being stored with an alphanumeric value; a computer program code for determining a first subgroup of the response parameters, wherein a threshold value is determined for each response parameter of the first subgroup; a computer program code for determining a second subgroup of the response parameters, the second subgroup comprising one or more of the response parameter of the first subgroup; a computer program code for determining, in response to the values of the one or more response parameters of the second subgroup reaching their threshold values, the respondent being dissatisfied relating to at least one issue underlying the survey; and a computer program code for carrying out automatically at least a first action for taking corrective
  • FIG. 1 shows a schematic view of a system for carrying out surveys according to various embodiments
  • Fig. 2 shows a method for triggering an action on the basis of survey data according to an embodiment in a flow chart
  • Fig. 3 shows an example of user interface for customizing the server application according to an embodiment of the invention. Description of embodiments
  • FIG. 1 illustrates a schematic view of a system capable of supporting various survey-related embodiments described herein below.
  • the survey system of Figure 1 is implemented as Software-as-a-Service (SaaS)-based service, meaning that the application software 100 is executed and controlled in one or more servers 102, 104 residing in a network (a.k.a. a cloud) and terminals 106, 108, 1 10 using the application are only provided with a user interface for accessing the service; in other words, the application software is not distributed physically.
  • the terminals 106, 108, 1 10 are preferably internet-enabled devices, thereby enabling to access the service over the internet 1 12 simply via a web browser.
  • Offering the survey service as a SaaS-based service enables the service provider to design the service to be more flexible and cost effective than traditional client-server-based applications. Since no delivery, updating or support of the client application is required, software development resources can be focused on the server application only.
  • the server application is hosted centrally as a single configuration, thereby enabling the service provider alone to decide about an update and carry out development testing faster.
  • the standardization of both the web page technologies, such as HTML, JavaScript, and CSS, and the HTTPS security protocol enable the users to access the service using practically any internet-enabled device from any location providing an internet connection.
  • the terminal 106, 108, 1 10 may be, for example, a mobile phone, a smart phone, an Internet access device (Internet tablet), a personal computer of various size and format, a television set, a set-top box, a game console or any other internet-enabled device.
  • a mobile phone for example, a mobile phone, a smart phone, an Internet access device (Internet tablet), a personal computer of various size and format, a television set, a set-top box, a game console or any other internet-enabled device.
  • Internet tablet Internet access device
  • the server application 100 may be implemented, for example, as a Java-based application and it uses a database 1 14, such as a relation database using for example SQL-based (Structured Query Language) commands for controlling the database, as a data repository for storing the survey data.
  • a database 1 14 such as a relation database using for example SQL-based (Structured Query Language) commands for controlling the database, as a data repository for storing the survey data.
  • the customers willing to carry out a survey using the server application typically buy an access right to the server application, and the server application 100 is then customized according to the needs of the customer. Typically surveys are conducted using questionnaires comprising a plurality of questions.
  • the server application 100 is customized according to the questionnaire of a particular customer.
  • the customer can amend the configuration parameters of the server application that affect the functionality and/or layout of the questionnaire.
  • Each customer may have its own parameter values for the configuration options.
  • the surveys to be conducted may relate to various topics of interest, and the surveys may be targeted to a limited group of persons or to any person.
  • Single persons or entities may participate the survey, for example, by accessing the service over the internet via a web browser of a terminal.
  • the access may be provided via a published link to the network address of the survey, whereby no access rights needs to be checked upon participating the survey.
  • the system shown in Figure 1 is purely illustrative.
  • the functions required for gathering the survey data from persons or entities participating the survey may be provided by a number of alternate configurations.
  • the system may be based on a traditional client-server approach having client applications installed on the terminals for providing access to the service.
  • the surveys may be conducted as in-person surveys with manual data collection or telephone surveys with manual or electronic data collection.
  • survey responses are ultimately reduced to an electronic format and transmitted to the server application 100 for storing in the database 1 14.
  • the survey data are obtained as a plurality of questionnaire responses, each response relating to a single person or entities answers to at least a subset of the plurality of questions.
  • various metadata relating to a respondent of the survey are typically gathered.
  • the metadata may comprise various personal, organisational and/or demographic data, such as age, gender, address, time and date of answering, income, job description, organisation unit, etc.
  • Each of the data items of the survey data i.e. both the responses to survey questions and the metadata, are stored as response parameters having an alphanumeric value.
  • the responses to survey questions are typically converted into numerical values, for example such that the respondents are requested to give their answers as a numeric value on a predetermined scale, such as from 1 - 5 or 1 - 10 or 4 - 10, or to select one of the numbered of answers.
  • the metadata parameters may typically comprise both numbers and characters. Depending on the survey, the number of response parameters may vary from only a few parameters to hundreds or even thousands of parameters.
  • a method according to an aspect of the invention is illustrated in the flow chart of Figure 2, the method starting from gathering (200) survey data from survey responses into a database, the survey data comprising response parameters about metadata relating to a respondent of the survey and/or about responses to survey questions, said response parameters being stored with an alphanumeric value. Then a first subgroup of the response parameters is determined (202), wherein a threshold value is determined for each response parameter of the first subgroup.
  • the survey customer of the particular survey in question may determine one or more response parameters to be especially worth monitoring in said survey.
  • the survey may, for example, relate to customer satisfaction of a group of products, and the survey customers wants to find out the satisfaction of women under the age of 35 years.
  • the first subgroup of the response parameters may comprise at least the metadata parameters "gender” and "age” and one or more response parameters relating to answers to question(s) reflecting customer satisfaction to one or more products.
  • threshold values are determined for the response parameters of the first subgroup. For the metadata parameter "gender” the threshold value is "female" and for the metadata parameter "age” the threshold value is "less than 35".
  • a numeric value may be determined depending on the used scale. For example, if the scale of 1 - 10 was used in questions, the threshold value for customer satisfaction may be set less or equal to 6.
  • the survey customer of the particular survey in question may focus in the most critical issues underlying the survey, which issues may require immediate action to improve the performance of the survey customer.
  • a second subgroup of the response parameters is determined (204), the second subgroup comprising one or more of the response parameter of the first subgroup, and in response to the values of the one or more response parameters of the second subgroup reaching their threshold values, the respondent is determined (206) as being dissatisfied relating to at least one item underlying the survey.
  • the second subgroup may include only one response parameter, such a customer satisfaction question #3, and if the value of the response parameter reaches its threshold value, for example less or equal to 6, it may then be determined that the respondent is dissatisfied relating to at least one item underlying the survey.
  • the second subgroup may include a plurality of response parameters from the first subgroup, such as customer satisfaction questions #4, #5 and #6 and a metadata parameter indicating a store wherein the respondent has patronised.
  • the values of the response parameters to the customer satisfaction questions #4, #5 and #6 reach their threshold values, for example less or equal to 6, and the metadata parameter indicating the store reaches its threshold value, for example "store #1 ", then it may be determined that the respondent is dissatisfied relating to at least one issue underlying the survey.
  • dissatisfaction of the respondent may not necessarily relate to an issue underlying a particular response parameter, such as a customer satisfaction question, but issue of dissatisfaction may be more or less unconscious and only reflected through a particular response parameter in the survey.
  • the second subgroup comprises a plurality of response parameters, wherein the combinations of response parameters reaching their threshold values may indicate different issues of dissatisfaction.
  • the respondent as such does not feel any dissatisfaction, but response parameters received from the respondent nevertheless indicate that something is wrong and performance could be improved.
  • the survey may relate to performance of a business unit in a company, and a combination of a plurality of response parameters may indicate that certain action may be required to improve employee satisfaction. Therefore, careful consideration is required to make as valid conclusions from the reasons behind the dissatisfaction as possible.
  • a first action is carried out (208) automatically for taking corrective measures to improve satisfaction of the respondent.
  • a conclusion is made relating to the reasons behind the dissatisfaction, and a first action is automatically carried out to improve the issue causing dissatisfaction of the respondent.
  • the first action is visible to the respondent and involves one or more of the following:
  • the first action may be such that it indicates immediately to the respondent that his/her dissatisfaction has been notified.
  • An email with predefined content may be sent to the respondent to, for example, tell what actions will be taken to improve the reasons underlying the dissatisfaction.
  • the email may be sent to a contact person of the survey customer indicating that he/she should contact the respondent to solve the problem underlying the dissatisfaction.
  • the respondent may also be redirected or invited to another survey to find out more in detail the reasons underlying the dissatisfaction. It is also possible to redirecting the respondent, for example to a particular web page providing more information about or solution to the problem underlying the dissatisfaction.
  • the first action is non-visible to the respondent and involves one or more of the following:
  • the first action may be directed to the survey customer of the particular survey such that the survey customer is indicated about the reasons underlying the dissatisfaction and may take corrective measures to improve satisfaction of the respondent.
  • the first action may be based on responses from one respondent or a predetermined number of respondents, including an option of waiting until all (invited) respondents have submitted their answers.
  • a report may be sent to the survey customer, wherein the report may be based on responses from one respondent or a predetermined number of respondents and it may have a predetermined format and content, possibly highlighting the issues causing dissatisfaction to the one or more respondents.
  • the action may also be sending a link to a dashboard view of the server application.
  • the server application may provide a plurality of dashboards for viewing, controlling and analysing the survey data of a particular survey.
  • the plurality of dashboard views may relate to, for example, a role of person using the dashboard or to strategic, analytical, operational, or informational data from an organisation unit. After creating a dashboard, it is typically stored in the server application and can be referenced afterwards.
  • the action may also be an assignment to a task in another data system.
  • Another data system may be, for example, an Enterprise Resource Planning (ERP) system or a Customer Relationship Management (CRM) system of the survey customer.
  • ERP Enterprise Resource Planning
  • CRM Customer Relationship Management
  • the survey may, for example, reveal that the nature of a particular customer relationship has changed and the corresponding data should be updated in the CRM system.
  • the improvement suggestion may be an email with predefined content, which is sent to the survey customer, for example, to suggest what actions should be taken to improve the reasons underlying the dissatisfaction.
  • the improvement suggestion may also be a video clip or a link to a video clip with predefined content telling the survey customer what actions should be taken to improve the performance.
  • Such a video clip may be useful, for example, in complex business surveys, where it can be analysed on the basis of the survey data that the economic performance of a business unit or a company should be improved, but other factors such as employee satisfaction should be also considered.
  • the video clip may include, for example, a lesson from a business analysis or a professor presenting various options what could be done in such situation.
  • a plurality of actions are carried out automatically for taking corrective measures to improve satisfaction of the respondent. For example, both an action which is visible to the respondent, such as sending an email to the respondent, and an action which is visible only the survey customer, such as sending a report to the survey customer, may be carried out, if the values of the response parameters of the second subgroup reach their threshold values.
  • the method further comprises determining a third subgroup of the response parameters, the third subgroup comprising one or more of the response parameter of the first subgroup, the third subgroup being different from the second subgroup. Then, if the values of the one or more response parameters of the third subgroup reach their threshold values, the respondent is determined as dissatisfied relating to at least one issue underlying the survey, whereupon a second action is automatically carried out for taking corrective measures to improve satisfaction of the respondent.
  • a value(s) of a response parameter or a group of response parameters different from the second subgroup may lead to another conclusion about the reasons behind another dissatisfaction.
  • the values to the response parameters of the second subgroup from the respondent A may lead to the first action
  • the values to the response parameters of the third subgroup from the respondent B may lead to the second action.
  • the second action may naturally be any of those actions mentioned above as examples of the first actions.
  • a company is continuously, for example annually, performing a customer satisfaction survey. Let us suppose that the respondent A has answered the survey on the previous year such that his/her metadata are at least partially the same.
  • the survey includes, inter alia, question X: "How probably would you recommend our services to your friends?" and question Y: "How do you evaluate the service received from your contact person?"
  • question X "How probably would you recommend our services to your friends?"
  • question Y "How do you evaluate the service received from your contact person?”
  • the respondent A has answered to the both question with a value of 8, which was over the thresholds. This year, the respondent A answers to the both question with a value of 5, which is below thresholds.
  • the question X may be included in the second subgroup and it may trigger an action, where an improvement suggestion is automatically sent to the company.
  • the question Y as such or together with question X, may be included in the third subgroup and it may trigger an action, where an email is sent to the contact person, where he/she is asked to contact the respondent A as soon as possible.
  • the server 102, 104 provides one or more user interfaces for customizing the server application that are accessible over the internet 1 12 using any of the internet enabled devices 106, 108, 1 10.
  • the server 102, 104 provides a user interface for the survey customer for determining a first subgroup of the response parameters, determining a threshold value for each response parameter of the first subgroup, and determining a second subgroup of the response parameters, the second subgroup comprising one or more of the response parameter of the first subgroup.
  • the user interface 300 may provide a field 302 for determining for various actions to be taken from a single survey, depending on the selected response parameters and their threshold values.
  • the conditions for these actions may be referred to as filters.
  • the user interface 300 may provide one or more fields 304 for determining a first subgroup of the response parameters, corresponding fields 306 for determining a threshold value for each response parameter of the first subgroup and one or more fields 308 for determining a second subgroup of the response parameters.
  • the fields may be implemented as pull-down menus, as in Figure 3, or as any other fields providing means for determining or selecting the response parameters and/or their values.
  • FIG. 3 there are shown only one field for a survey question and one field for a metadata in the field 304 to be included in the first subgroup of the response parameters.
  • the corresponding threshold values have not been determined yet in the field 306.
  • the number of the response parameters in the first subgroup can be increase/decreased using the +/- buttons on the right side of the field 306.
  • the pull-down menu in the field 308 provides means for selecting the response parameters to the second subgroup. From the first subgroup, one, more than one or all response parameters may be selected to the second subgroup. It is possible to define which response parameters are selected.
  • the user interface 300 preferably provides, for each filter, a field 310 for determining the action to be taken and the specified details of the action in response to the one or more response parameters of the second subgroup reaching their threshold values.
  • a field 310 for determining the action to be taken and the specified details of the action in response to the one or more response parameters of the second subgroup reaching their threshold values.
  • there is a plurality of fields for determining the specified details of the action such as an email address, an author and a subject of the email message, and the actual email message.
  • the pull-down menus are naturally different in the field 310.
  • the plurality of fields for determining the specified details of the action may, for example, define a video clip to be used, the URL address of the video clip, the message to be sent along the suggestion, etc. Also a dashboard view to be sent may be defined.
  • the action to be taken may involve sending a personified email to a contact person of the survey customer, wherein the email comprises an improvement suggestion, contact information of the respondent and a link to a relevant dashboard view.
  • the content of the email may be: "Hello!
  • the customer X is probably seeking another service provider. It is recommended to act as follows: [link to an improvement suggestion].
  • the contact information of the respondent is _data:background_ [link to the contact information in the database].
  • the key performance indicators of your sector are: _link:dashboard_ [link to a particular dashboard view].
  • the user interface shown in Figure 3 is purely illustrative, and a person skilled in the art appreciates that the functions required for determining the subgroups, the threshold values and the actions to be taken may be provided by a number of alternate configurations. Moreover, the user interface may provide a plurality of functions not shown in Figure 3.
  • the means for selecting the response parameters to the second subgroup may be implemented as an optional "and/or" operator between any or each of the response parameters in the first subgroup.
  • a server device may comprise circuitry and electronics for handling, receiving and transmitting data, computer program code in a memory, and a processor that, when running the computer program code, causes the server to carry out the features of an embodiment.
  • a network device may comprise circuitry and electronics for handling, receiving and transmitting data, computer program code in a memory, and a processor that, when running the computer program code, causes the network device to carry out the features of an embodiment.

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Abstract

A method comprising: gathering survey data from survey responses into a database, the survey data comprising response parameters about metadata relating to a respondent of the survey and/or about responses to survey questions, said response parameters being stored with an alphanumeric value; determining a first subgroup of the response parameters, wherein a threshold value is determined for each response parameter of the first subgroup; determining a second subgroup of the response parameters, the second subgroup comprising one or more of the response parameter of the first subgroup; in response to the values of the one or more response parameters of the second subgroup reaching their threshold values, determining the respondent being dissatisfied relating to at least one issue underlying the survey; and carrying out automatically at least a first action for taking corrective measures to improve satisfaction of the respondent.

Description

SURVEY DATA FILTERING SYSTEM
Field of the invention
The present invention relates to survey methods, and more particularly to filtering survey data. Background of the invention
Various surveys have long been useful methods for various organizations to gather information for strategic and tactical decisions and to measure satisfaction of customers and/or employees, for example. Surveys may be utilized to determine customer preferences for products and services, as well as customer's experience and satisfaction with a company's customer service. The internet-based survey tools have enabled organizations to define and conduct automated surveys quickly and efficiently via such mediums without the need for human intervention.
However, the survey methods according to prior art have technical shortcomings. Typically, one of the starting points for such surveys is to find out whether there are some problems in the procedures of the conductor of the survey. Nevertheless, it is obvious that it is a difficult task to filter out from a huge amount of survey data the relevant response parameters underlying a particular problem and to make a clever analysis for solving the possible problem. Moreover, in various surveys, such as in customer satisfaction survey, the response may give feedback about problems or drawbacks which would require immediate attention. However, in traditional way of carrying out the surveys, the whole survey is first completed and possible indications about such problems or drawbacks may only be included the final report of the survey.
Summary of the invention
Now there has been invented an improved method and technical equipment implementing the method, by which the above problems may be alleviated. Various aspects of the invention include a method, a system, an apparatus and a computer program, which are characterized by what is stated in the independent claims. Various embodiments of the invention are disclosed in the dependent claims.
According to a first aspect, a method according to the invention comprises gathering survey data from survey responses into a database, the survey data comprising response parameters about metadata relating to a respondent of the survey and/or about responses to survey questions, said response parameters being stored with an alphanumeric value; determining a first subgroup of the response parameters, wherein a threshold value is determined for each response parameter of the first subgroup; determining a second subgroup of the response parameters, the second subgroup comprising one or more of the response parameter of the first subgroup; in response to the values of the one or more response parameters of the second subgroup reaching their threshold values, determining the respondent being dissatisfied relating to at least one issue underlying the survey; and carrying out automatically at least a first action for taking corrective measures to improve satisfaction of the respondent.
According to an embodiment, the first action is visible to the respondent and involves one or more of the following:
- sending an email to respondent;
- sending an email to predefined one or more email addresses;
- sending an email invitation to the respondent to another survey;
- redirecting the respondent to another survey; or
- redirecting the respondent to an URL.
According to an embodiment, the first action is non-visible to the respondent and involves one or more of the following:
- sending a report to a survey customer of the particular survey;
- sending an improvement suggestion to a survey customer of the particular survey. According to an embodiment, the method further comprises carrying out automatically a plurality of actions for taking corrective measures to improve satisfaction of the respondent. According to an embodiment, the method further comprises determining a third subgroup of the response parameters, the third subgroup comprising one or more of the response parameter of the first subgroup, the third subgroup being different from the second subgroup; in response to the values of the one or more response parameters of the third subgroup reaching their threshold values, determining the respondent being dissatisfied relating to at least one issue underlying the survey; and carrying out automatically a second action for taking corrective measures to improve satisfaction of the respondent.
According to a second aspect, there is provided an apparatus comprising at least one processor and at least one memory, said at least one memory stored with code thereon, which when executed by said at least one processor, causes an apparatus to perform at least gathering survey data from survey responses into a database, the survey data comprising response parameters about metadata relating to a respondent of the survey and/or about responses to survey questions, said response parameters being stored with an alphanumeric value; determining a first subgroup of the response parameters, wherein a threshold value is determined for each response parameter of the first subgroup; determining a second subgroup of the response parameters, the second subgroup comprising one or more of the response parameter of the first subgroup; and determining, in response to the values of the one or more response parameters of the second subgroup reaching their threshold values, the respondent being dissatisfied relating to at least one issue underlying the survey; and carrying out automatically at least a first action for taking corrective measures to improve satisfaction of the respondent.
According to a third aspect, there is provided a computer program product, stored on a non-transitory computer readable medium and executable in a data processing device, for processing survey data, the computer program product comprising: a computer program code section for gathering survey data from survey responses into a database, the survey data comprising response parameters about metadata relating to a respondent of the survey and/or about responses to survey questions, said response parameters being stored with an alphanumeric value; a computer program code for determining a first subgroup of the response parameters, wherein a threshold value is determined for each response parameter of the first subgroup; a computer program code for determining a second subgroup of the response parameters, the second subgroup comprising one or more of the response parameter of the first subgroup; a computer program code for determining, in response to the values of the one or more response parameters of the second subgroup reaching their threshold values, the respondent being dissatisfied relating to at least one issue underlying the survey; and a computer program code for carrying out automatically at least a first action for taking corrective measures to improve satisfaction of the respondent.
These and other aspects of the invention and the embodiments related thereto will become apparent in view of the detailed disclosure of the embodiments further below.
List of drawings
In the following, various embodiments of the invention will be described in more detail with reference to the appended drawings, in which Fig. 1 shows a schematic view of a system for carrying out surveys according to various embodiments;
Fig. 2 shows a method for triggering an action on the basis of survey data according to an embodiment in a flow chart; and
Fig. 3 shows an example of user interface for customizing the server application according to an embodiment of the invention. Description of embodiments
Figure 1 illustrates a schematic view of a system capable of supporting various survey-related embodiments described herein below. The survey system of Figure 1 is implemented as Software-as-a-Service (SaaS)-based service, meaning that the application software 100 is executed and controlled in one or more servers 102, 104 residing in a network (a.k.a. a cloud) and terminals 106, 108, 1 10 using the application are only provided with a user interface for accessing the service; in other words, the application software is not distributed physically. The terminals 106, 108, 1 10 are preferably internet-enabled devices, thereby enabling to access the service over the internet 1 12 simply via a web browser.
Offering the survey service as a SaaS-based service enables the service provider to design the service to be more flexible and cost effective than traditional client-server-based applications. Since no delivery, updating or support of the client application is required, software development resources can be focused on the server application only. The server application is hosted centrally as a single configuration, thereby enabling the service provider alone to decide about an update and carry out development testing faster. Also the standardization of both the web page technologies, such as HTML, JavaScript, and CSS, and the HTTPS security protocol enable the users to access the service using practically any internet-enabled device from any location providing an internet connection. Thus, the terminal 106, 108, 1 10 may be, for example, a mobile phone, a smart phone, an Internet access device (Internet tablet), a personal computer of various size and format, a television set, a set-top box, a game console or any other internet-enabled device.
The server application 100 may be implemented, for example, as a Java-based application and it uses a database 1 14, such as a relation database using for example SQL-based (Structured Query Language) commands for controlling the database, as a data repository for storing the survey data. The customers willing to carry out a survey using the server application typically buy an access right to the server application, and the server application 100 is then customized according to the needs of the customer. Typically surveys are conducted using questionnaires comprising a plurality of questions. Thus, the server application 100 is customized according to the questionnaire of a particular customer. Moreover, the customer can amend the configuration parameters of the server application that affect the functionality and/or layout of the questionnaire. Each customer may have its own parameter values for the configuration options.
The surveys to be conducted may relate to various topics of interest, and the surveys may be targeted to a limited group of persons or to any person. Single persons or entities may participate the survey, for example, by accessing the service over the internet via a web browser of a terminal. The access may be provided via a published link to the network address of the survey, whereby no access rights needs to be checked upon participating the survey.
It is to be noted that the system shown in Figure 1 is purely illustrative. A person skilled in the art appreciates that the functions required for gathering the survey data from persons or entities participating the survey may be provided by a number of alternate configurations. For example, the system may be based on a traditional client-server approach having client applications installed on the terminals for providing access to the service. On the other hand, instead of or in addition to internet-based surveys, the surveys may be conducted as in-person surveys with manual data collection or telephone surveys with manual or electronic data collection. For carrying out the embodiments described below, it is only required that regardless of how such surveys are initially conducted, survey responses are ultimately reduced to an electronic format and transmitted to the server application 100 for storing in the database 1 14.
When carrying out surveys using questionnaires comprising a plurality of questions, the survey data are obtained as a plurality of questionnaire responses, each response relating to a single person or entities answers to at least a subset of the plurality of questions. In addition to the responses to the survey questions, various metadata relating to a respondent of the survey are typically gathered. The metadata may comprise various personal, organisational and/or demographic data, such as age, gender, address, time and date of answering, income, job description, organisation unit, etc. Each of the data items of the survey data, i.e. both the responses to survey questions and the metadata, are stored as response parameters having an alphanumeric value. The responses to survey questions are typically converted into numerical values, for example such that the respondents are requested to give their answers as a numeric value on a predetermined scale, such as from 1 - 5 or 1 - 10 or 4 - 10, or to select one of the numbered of answers. The metadata parameters may typically comprise both numbers and characters. Depending on the survey, the number of response parameters may vary from only a few parameters to hundreds or even thousands of parameters.
Typically, one of the starting points for such surveys is to find out whether there are some problems in the procedures of the conductor of the survey. Nevertheless, it is obvious that it is a difficult task to filter out from a huge amount of survey data the relevant response parameters underlying a particular problem and to make a clever analysis for solving the possible problem. Moreover, in various surveys, such as in customer satisfaction survey, the response may give feedback about problems or drawbacks which would require immediate attention. However, in a traditional way of carrying out the surveys, the whole survey is first completed and possible indications about such problems or drawbacks may only be included the final report of the survey. For alleviating the above problems, a new method for triggering an action on the basis of survey data is introduced herein. A method according to an aspect of the invention is illustrated in the flow chart of Figure 2, the method starting from gathering (200) survey data from survey responses into a database, the survey data comprising response parameters about metadata relating to a respondent of the survey and/or about responses to survey questions, said response parameters being stored with an alphanumeric value. Then a first subgroup of the response parameters is determined (202), wherein a threshold value is determined for each response parameter of the first subgroup. In other words, the survey customer of the particular survey in question may determine one or more response parameters to be especially worth monitoring in said survey.
The survey may, for example, relate to customer satisfaction of a group of products, and the survey customers wants to find out the satisfaction of women under the age of 35 years. Herein, the first subgroup of the response parameters may comprise at least the metadata parameters "gender" and "age" and one or more response parameters relating to answers to question(s) reflecting customer satisfaction to one or more products. For the response parameters of the first subgroup, threshold values are determined. For the metadata parameter "gender" the threshold value is "female" and for the metadata parameter "age" the threshold value is "less than 35". For the one or more response parameters relating to answers to question(s) reflecting customer satisfaction to one or more products, a numeric value may be determined depending on the used scale. For example, if the scale of 1 - 10 was used in questions, the threshold value for customer satisfaction may be set less or equal to 6.
Thus, by selecting the first subgroup of the response parameters and assigning threshold values for said parameters, the survey customer of the particular survey in question may focus in the most critical issues underlying the survey, which issues may require immediate action to improve the performance of the survey customer. Then a second subgroup of the response parameters is determined (204), the second subgroup comprising one or more of the response parameter of the first subgroup, and in response to the values of the one or more response parameters of the second subgroup reaching their threshold values, the respondent is determined (206) as being dissatisfied relating to at least one item underlying the survey. Herein, the second subgroup may include only one response parameter, such a customer satisfaction question #3, and if the value of the response parameter reaches its threshold value, for example less or equal to 6, it may then be determined that the respondent is dissatisfied relating to at least one item underlying the survey. On the other hand, the second subgroup may include a plurality of response parameters from the first subgroup, such as customer satisfaction questions #4, #5 and #6 and a metadata parameter indicating a store wherein the respondent has patronised. Thus, if the values of the response parameters to the customer satisfaction questions #4, #5 and #6 reach their threshold values, for example less or equal to 6, and the metadata parameter indicating the store reaches its threshold value, for example "store #1 ", then it may be determined that the respondent is dissatisfied relating to at least one issue underlying the survey.
It is important to notice that dissatisfaction of the respondent may not necessarily relate to an issue underlying a particular response parameter, such as a customer satisfaction question, but issue of dissatisfaction may be more or less unconscious and only reflected through a particular response parameter in the survey. This is especially true, if the second subgroup comprises a plurality of response parameters, wherein the combinations of response parameters reaching their threshold values may indicate different issues of dissatisfaction. It is possible that the respondent as such does not feel any dissatisfaction, but response parameters received from the respondent nevertheless indicate that something is wrong and performance could be improved. For example, the survey may relate to performance of a business unit in a company, and a combination of a plurality of response parameters may indicate that certain action may be required to improve employee satisfaction. Therefore, careful consideration is required to make as valid conclusions from the reasons behind the dissatisfaction as possible.
When it is determined that the respondent is dissatisfied relating to at least one issue underlying the survey, a first action is carried out (208) automatically for taking corrective measures to improve satisfaction of the respondent. Thus, depending on the response parameters of the second subgroup and their threshold values, a conclusion is made relating to the reasons behind the dissatisfaction, and a first action is automatically carried out to improve the issue causing dissatisfaction of the respondent.
According to an embodiment, the first action is visible to the respondent and involves one or more of the following:
- sending an email to respondent;
- sending an email to predefined one or more email addresses;
- sending an email invitation to the respondent to another survey;
- redirecting the respondent to another survey; or
- redirecting the respondent to an URL.
Thus, the first action may be such that it indicates immediately to the respondent that his/her dissatisfaction has been notified. An email with predefined content may be sent to the respondent to, for example, tell what actions will be taken to improve the reasons underlying the dissatisfaction. In addition, the email may be sent to a contact person of the survey customer indicating that he/she should contact the respondent to solve the problem underlying the dissatisfaction. The respondent may also be redirected or invited to another survey to find out more in detail the reasons underlying the dissatisfaction. It is also possible to redirecting the respondent, for example to a particular web page providing more information about or solution to the problem underlying the dissatisfaction.
According to an embodiment, the first action is non-visible to the respondent and involves one or more of the following:
- sending a report to a survey customer of the particular survey;
- sending a link to a dashboard view of the server application;
- sending an assignment to a task in another data system; or
- sending an improvement suggestion to a survey customer of the particular survey. Thus, the first action may be directed to the survey customer of the particular survey such that the survey customer is indicated about the reasons underlying the dissatisfaction and may take corrective measures to improve satisfaction of the respondent. The first action may be based on responses from one respondent or a predetermined number of respondents, including an option of waiting until all (invited) respondents have submitted their answers.
A report may be sent to the survey customer, wherein the report may be based on responses from one respondent or a predetermined number of respondents and it may have a predetermined format and content, possibly highlighting the issues causing dissatisfaction to the one or more respondents.
The action may also be sending a link to a dashboard view of the server application. The server application may provide a plurality of dashboards for viewing, controlling and analysing the survey data of a particular survey. The plurality of dashboard views may relate to, for example, a role of person using the dashboard or to strategic, analytical, operational, or informational data from an organisation unit. After creating a dashboard, it is typically stored in the server application and can be referenced afterwards.
The action may also be an assignment to a task in another data system. Another data system may be, for example, an Enterprise Resource Planning (ERP) system or a Customer Relationship Management (CRM) system of the survey customer. The survey may, for example, reveal that the nature of a particular customer relationship has changed and the corresponding data should be updated in the CRM system.
The improvement suggestion may be an email with predefined content, which is sent to the survey customer, for example, to suggest what actions should be taken to improve the reasons underlying the dissatisfaction. The improvement suggestion may also be a video clip or a link to a video clip with predefined content telling the survey customer what actions should be taken to improve the performance. Such a video clip may be useful, for example, in complex business surveys, where it can be analysed on the basis of the survey data that the economic performance of a business unit or a company should be improved, but other factors such as employee satisfaction should be also considered. The video clip may include, for example, a lesson from a business analysis or a professor presenting various options what could be done in such situation.
According to an embodiment, if it is determined that the respondent is dissatisfied relating to at least one issue underlying the survey, a plurality of actions are carried out automatically for taking corrective measures to improve satisfaction of the respondent. For example, both an action which is visible to the respondent, such as sending an email to the respondent, and an action which is visible only the survey customer, such as sending a report to the survey customer, may be carried out, if the values of the response parameters of the second subgroup reach their threshold values.
Naturally, it is possible that survey data from a single survey provide basis for various actions to be taken, depending on the selected response parameters and their threshold values. Thus, according to an embodiment, the method further comprises determining a third subgroup of the response parameters, the third subgroup comprising one or more of the response parameter of the first subgroup, the third subgroup being different from the second subgroup. Then, if the values of the one or more response parameters of the third subgroup reach their threshold values, the respondent is determined as dissatisfied relating to at least one issue underlying the survey, whereupon a second action is automatically carried out for taking corrective measures to improve satisfaction of the respondent.
In other words, a value(s) of a response parameter or a group of response parameters different from the second subgroup may lead to another conclusion about the reasons behind another dissatisfaction. Thus, the values to the response parameters of the second subgroup from the respondent A may lead to the first action, while the values to the response parameters of the third subgroup from the respondent B may lead to the second action. The second action may naturally be any of those actions mentioned above as examples of the first actions. In a use example, a company is continuously, for example annually, performing a customer satisfaction survey. Let us suppose that the respondent A has answered the survey on the previous year such that his/her metadata are at least partially the same. The survey includes, inter alia, question X: "How probably would you recommend our services to your friends?" and question Y: "How do you evaluate the service received from your contact person?" Last year, the respondent A has answered to the both question with a value of 8, which was over the thresholds. This year, the respondent A answers to the both question with a value of 5, which is below thresholds. Herein, the question X may be included in the second subgroup and it may trigger an action, where an improvement suggestion is automatically sent to the company. The question Y, as such or together with question X, may be included in the third subgroup and it may trigger an action, where an email is sent to the contact person, where he/she is asked to contact the respondent A as soon as possible.
According to an embodiment, the server 102, 104 provides one or more user interfaces for customizing the server application that are accessible over the internet 1 12 using any of the internet enabled devices 106, 108, 1 10. Especially, the server 102, 104 provides a user interface for the survey customer for determining a first subgroup of the response parameters, determining a threshold value for each response parameter of the first subgroup, and determining a second subgroup of the response parameters, the second subgroup comprising one or more of the response parameter of the first subgroup.
An example of such user interface is shown in Figure 3. The user interface 300 may provide a field 302 for determining for various actions to be taken from a single survey, depending on the selected response parameters and their threshold values. The conditions for these actions may be referred to as filters. For each filter, the user interface 300 may provide one or more fields 304 for determining a first subgroup of the response parameters, corresponding fields 306 for determining a threshold value for each response parameter of the first subgroup and one or more fields 308 for determining a second subgroup of the response parameters. The fields may be implemented as pull-down menus, as in Figure 3, or as any other fields providing means for determining or selecting the response parameters and/or their values. In the example of Figure 3, there are shown only one field for a survey question and one field for a metadata in the field 304 to be included in the first subgroup of the response parameters. The corresponding threshold values have not been determined yet in the field 306. The number of the response parameters in the first subgroup can be increase/decreased using the +/- buttons on the right side of the field 306. The pull-down menu in the field 308 provides means for selecting the response parameters to the second subgroup. From the first subgroup, one, more than one or all response parameters may be selected to the second subgroup. It is possible to define which response parameters are selected.
The user interface 300 preferably provides, for each filter, a field 310 for determining the action to be taken and the specified details of the action in response to the one or more response parameters of the second subgroup reaching their threshold values. In the example of Figure 3, there is a plurality of fields for determining the specified details of the action, such as an email address, an author and a subject of the email message, and the actual email message. For other type of actions, the pull-down menus are naturally different in the field 310. For example, if the action to be taken is determined as sending an improvement suggestion to the survey customer, the plurality of fields for determining the specified details of the action may, for example, define a video clip to be used, the URL address of the video clip, the message to be sent along the suggestion, etc. Also a dashboard view to be sent may be defined.
Again as a use example, the action to be taken may involve sending a personified email to a contact person of the survey customer, wherein the email comprises an improvement suggestion, contact information of the respondent and a link to a relevant dashboard view. For example, the content of the email may be: "Hello! The customer X is probably seeking another service provider. It is recommended to act as follows: [link to an improvement suggestion]. The contact information of the respondent is _data:background_ [link to the contact information in the database]. The key performance indicators of your sector are: _link:dashboard_ [link to a particular dashboard view].
It is again to be noted that the user interface shown in Figure 3 is purely illustrative, and a person skilled in the art appreciates that the functions required for determining the subgroups, the threshold values and the actions to be taken may be provided by a number of alternate configurations. Moreover, the user interface may provide a plurality of functions not shown in Figure 3. For example, instead of the pull-down menu in the field 308, the means for selecting the response parameters to the second subgroup may be implemented as an optional "and/or" operator between any or each of the response parameters in the first subgroup.
A skilled man appreciates that any of the embodiments described above may be implemented as a combination with one or more of the other embodiments, unless there is explicitly or implicitly stated that certain embodiments are only alternatives to each other.
The various embodiments of the invention can be implemented with the help of computer program code that resides in a memory and causes the relevant apparatuses to carry out the invention. For example, a server device may comprise circuitry and electronics for handling, receiving and transmitting data, computer program code in a memory, and a processor that, when running the computer program code, causes the server to carry out the features of an embodiment. Yet further, a network device may comprise circuitry and electronics for handling, receiving and transmitting data, computer program code in a memory, and a processor that, when running the computer program code, causes the network device to carry out the features of an embodiment. It is obvious that the present invention is not limited solely to the above- presented embodiments, but it can be modified within the scope of the appended claims.

Claims

Claims:
1. A method comprising:
gathering survey data from survey responses into a database, the survey data comprising response parameters about metadata relating to a respondent of the survey and/or about responses to survey questions, said response parameters being stored with an alphanumeric value;
determining a first subgroup of the response parameters, wherein a threshold value is determined for each response parameter of the first subgroup;
determining a second subgroup of the response parameters, the second subgroup comprising one or more of the response parameter of the first subgroup; and
in response to the values of the one or more response parameters of the second subgroup reaching their threshold values, determining the respondent being dissatisfied relating to at least one issue underlying the survey; and
carrying out automatically at least a first action for taking corrective measures to improve satisfaction of the respondent.
2. The method according to claim 1 , wherein the first action is visible to the respondent and involves one or more of the following:
- sending an email to respondent;
- sending an email to predefined one or more email addresses;
- sending an email invitation to the respondent to another survey;
- redirecting the respondent to another survey; or - redirecting the respondent to an URL.
3. The method according to claim 1 or 2, the first action is non-visible to the respondent and involves one or more of the following:
- sending a report to a survey customer of the particular survey; - sending a link to a dashboard view of the server application;
- sending an assignment to a task in another data system; or
- sending an improvement suggestion to a survey customer of the particular survey.
4. The method according to any preceding claim, further comprising
carrying out automatically a plurality of actions for taking corrective measures to improve satisfaction of the respondent.
5. The method according to any preceding claim, further comprising
determining a third subgroup of the response parameters, the third subgroup comprising one or more of the response parameter of the first subgroup, the third subgroup being different from the second subgroup; and
in response to the values of the one or more response parameters of the third subgroup reaching their threshold values, determining the respondent being dissatisfied relating to at least one issue underlying the survey; and
carrying out automatically a second action for taking corrective measures to improve satisfaction of the respondent.
6. An apparatus comprising:
at least one processor and at least one memory, said at least one memory stored with code thereon, which when executed by said at least one processor, causes an apparatus to perform at least gathering survey data from survey responses into a database, the survey data comprising response parameters about metadata relating to a respondent of the survey and/or about responses to survey questions, said response parameters being stored with an alphanumeric value;
determining a first subgroup of the response parameters, wherein a threshold value is determined for each response parameter of the first subgroup; determining a second subgroup of the response parameters, the second subgroup comprising one or more of the response parameter of the first subgroup; and
determining, in response to the values of the one or more response parameters of the second subgroup reaching their threshold values, the respondent being dissatisfied relating to at least one issue underlying the survey; and
carrying out automatically at least a first action for taking corrective measures to improve satisfaction of the respondent.
7. The apparatus according to claim 6, wherein the first action is visible to the respondent and involves one or more of the following:
- sending an email to respondent;
- sending an email to predefined one or more email addresses;
- sending an email invitation to the respondent to another survey;
- redirecting the respondent to another survey; or - redirecting the respondent to an URL.
8. The apparatus according to claim 6 or 7, the first action is non-visible to the respondent and involves one or more of the following:
- sending a report to a survey customer of the particular survey;
- sending a link to a dashboard view of the server application;
- sending an assignment to a task in another data system; or
- sending an improvement suggestion to a survey customer of the particular survey.
9. The apparatus according to any of claims 6 - 8, further comprising code, which when executed by said at least one processor, causes an apparatus to perform at least
carrying out automatically a plurality of actions for taking corrective measures to improve satisfaction of the respondent.
10. The apparatus according to any of claims 6 - 9, further comprising code, which when executed by said at least one processor, causes an apparatus to perform at least
determining a third subgroup of the response parameters, the third subgroup comprising one or more of the response parameter of the first subgroup, the third subgroup being different from the second subgroup; and
in response to the values of the one or more response parameters of the third subgroup reaching their threshold values, determining the respondent being dissatisfied relating to at least one issue underlying the survey; and
carrying out automatically a second action for taking corrective measures to improve satisfaction of the respondent.
1 1. A computer program product, stored on a computer readable medium and executable in a data processing device, for processing survey data, the computer program product comprising:
a computer program code for gathering survey data from survey responses into a database, the survey data comprising response parameters about metadata relating to a respondent of the survey and/or about responses to survey questions, said response parameters being stored with an alphanumeric value;
a computer program code for determining a first subgroup of the response parameters, wherein a threshold value is determined for each response parameter of the first subgroup;
a computer program code for determining a second subgroup of the response parameters, the second subgroup comprising one or more of the response parameter of the first subgroup; and
a computer program code for determining, in response to the values of the one or more response parameters of the second subgroup reaching their threshold values, the respondent being dissatisfied relating to at least one issue underlying the survey; and
a computer program code for carrying out automatically at least a first action for taking corrective measures to improve satisfaction of the respondent.
12. The computer program product according to claim 1 1 , wherein the first action is visible to the respondent and involves one or more of the following:
- sending an email to respondent;
- sending an email to predefined one or more email addresses;
- sending an email invitation to the respondent to another survey;
- redirecting the respondent to another survey; or
- redirecting the respondent to an URL.
13. The computer program product according to claim 1 1 or 12, the first action is non-visible to the respondent and involves one or more of the following:
- sending a report to a survey customer of the particular survey;
- sending a link to a dashboard view of the server application;
- sending an assignment to a task in another data system; or
- sending an improvement suggestion to a survey customer of the particular survey.
14. The computer program product according to any of claims 1 1 - 13, further comprising
a computer program code for carrying out automatically a plurality of actions for taking corrective measures to improve satisfaction of the respondent.
15. The computer program product according to any of claims 1 1 - 14, further comprising
a computer program code for determining a third subgroup of the response parameters, the third subgroup comprising one or more of the response parameter of the first subgroup, the third subgroup being different from the second subgroup; and a computer program code for determining, in response to the values of the one or more response parameters of the third subgroup reaching their threshold values, the respondent being dissatisfied relating to at least one issue underlying the survey; and a computer program code for carrying out automatically a second action for taking corrective measures to improve satisfaction of the respondent.
PCT/FI2013/050533 2013-05-16 2013-05-16 Survey data filtering system WO2014184420A1 (en)

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