U.S. patent application number 12/722474 was filed with the patent office on 2011-06-09 for performing follow-up actions based on survey results.
This patent application is currently assigned to 3PD. Invention is credited to Karl Meyer, Jonathan Turner.
Application Number | 20110137696 12/722474 |
Document ID | / |
Family ID | 44082903 |
Filed Date | 2011-06-09 |
United States Patent
Application |
20110137696 |
Kind Code |
A1 |
Meyer; Karl ; et
al. |
June 9, 2011 |
PERFORMING FOLLOW-UP ACTIONS BASED ON SURVEY RESULTS
Abstract
Systems and methods for prompting follow-up actions in response
to a survey. According to some implementations, a computer
implemented method includes receiving survey result information
that is extracted from an automated survey offered to a survey
recipient. The method also includes receiving an indication that
one or more follow-up actions are warranted based in part on an
analysis of the survey result information and providing a
notification to one or more individuals responsible for performing
the one or more follow-up actions.
Inventors: |
Meyer; Karl; (Atlanta,
GA) ; Turner; Jonathan; (Marietta, GA) |
Assignee: |
3PD
Marietta
GA
|
Family ID: |
44082903 |
Appl. No.: |
12/722474 |
Filed: |
March 11, 2010 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
|
61266599 |
Dec 4, 2009 |
|
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Current U.S.
Class: |
705/7.13 ;
705/304; 705/347; 705/7.32; 715/764 |
Current CPC
Class: |
G06Q 30/0282 20130101;
G06Q 10/0833 20130101; G06Q 30/0203 20130101; G06Q 10/1095
20130101; G06Q 10/00 20130101; G08G 1/123 20130101; G06Q 10/06311
20130101; G06Q 30/016 20130101; G06Q 10/0631 20130101; G06Q 10/083
20130101; G06Q 30/02 20130101 |
Class at
Publication: |
705/7.13 ;
705/304; 705/347; 715/764; 705/7.32 |
International
Class: |
G06Q 10/00 20060101
G06Q010/00; G06Q 99/00 20060101 G06Q099/00; G06F 3/048 20060101
G06F003/048 |
Claims
1. A computer-readable medium encoded with computer-executable
instructions, the computer-executable instructions comprising:
logic adapted to receive survey result information, the survey
result information being extracted from responses to an automated
survey offered to a survey recipient; logic adapted to receive an
indication that one or more follow-up actions are warranted based
in part on an analysis of the survey result information; and logic
adapted to provide a notification to one or more individuals
responsible for performing the one or more follow-up actions.
2. The computer-readable medium of claim 1, wherein the logic
adapted to receive the indication is further adapted to determine
if a follow-up flag has been set.
3. The computer-readable medium of claim 1, wherein the logic
adapted to provide the notification further comprises: logic
adapted to determine if the one or more follow-up actions warrant
involvement by a field manager; and logic adapted to notify the
field manager when field manager involvement is warranted.
4. The computer-readable medium of claim 1, wherein the logic
adapted to provide a notification further comprises: logic adapted
to determine if the one or more follow-up actions warrant
involvement by a client; logic adapted to notify the client when
client involvement is warranted.
5. The computer-readable medium of claim 1, further comprising:
logic adapted to display a user interface, the user interface
comprising an information section, a survey result section, a
customer issue section, and a follow-up actions section; logic
enabling the user to select one or more follow-up actions from the
follow-up actions section; logic adapted to prompt the user to
perform at least one of the follow-up actions.
6. The computer-readable medium of claim 1, further comprising
logic enabling an operator to: authorize sending a gift card to the
survey recipient; send the survey result information to a store
where the customer purchased a product; contact the customer; and
address a customer issue with a delivery team.
7. A computer implemented method comprising: receiving survey
result information, the survey result information being extracted
from an automated survey offered to a survey recipient; receiving
an indication that one or more follow-up actions are warranted
based in part on an analysis of the survey result information;
providing a notification to one or more individuals responsible for
performing the one or more follow-up actions.
8. The computer implemented method of claim 7, wherein receiving
the indication further comprises determining if a follow-up flag
has been set.
9. The computer implemented method of claim 7, wherein providing a
notification further comprises: determining if the one or more
follow-up actions warrant involvement by a field manager; and
notifying the field manager when field manager involvement is
warranted.
10. The computer implemented method of claim 9, wherein notifying
the field manager further comprises transmitting the survey result
information to the field manager.
11. The computer implemented method of claim 9, wherein notifying
the field manager further comprises forwarding to the field manager
a hyperlink to the survey result information.
12. The computer implemented method of claim 7, wherein the survey
result information comprises at least a voice message provided by
the survey recipient, the voice message stored in digital form.
13. The computer implemented method of claim 12, further
comprising: providing, to a field manager, access to the voice
message.
14. The computer implemented method of claim 13, further
comprising: enabling the field manager to access contact
information of the survey recipient.
15. The computer implemented method of claim 7, wherein providing a
notification further comprises: determining if the one or more
follow-up actions warrant involvement by a client; notifying the
client when client involvement is warranted.
16. The computer implemented method of claim 7, further comprising:
displaying a user interface, the user interface comprising an
information section, a survey result section, a customer issue
section, and a follow-up actions section; enabling the user to
select one or more follow-up actions from the follow-up actions
section; prompt the user to perform at least one of the follow-up
actions.
17. The computer implemented method of claim 7, further comprising:
determining if the survey result information meets criteria for
sending an auto-notification to the client; and sending the
auto-notification if the criteria are met.
18. The computer implemented method of claim 17, wherein the
criteria include at least a client request to receive an
auto-notification and a record of predefined notification criteria
in the survey result information.
19. The computer implemented method of claim 7, further comprising:
enabling an operator to authorize sending a gift card to the survey
recipient.
20. The computer implemented method of claim 7, further comprising:
enabling an operator to send the survey result information to a
store where the customer purchased a product.
21. The computer implemented method of claim 7, further comprising:
enabling an operator to contact the customer.
22. The computer implemented method of claim 7, further comprising:
enabling an operator to address a customer issue with a delivery
team.
23. The computer implemented method of claim 7, further comprising:
creating a report summarizing the survey result information for a
specific day; and sending the report to one or more field managers
on the morning after the specific day.
24. A survey follow-up system comprising: a processing device
associated with a computing system, the processing device
configured to execute instructions; and a memory device in
communication with the processing device, the memory device
configured to store a survey program that is executable by the
processing device, the survey program comprising at least: a survey
follow-up module enabling a user to monitor a plurality of
follow-up cases, the follow-up cases including follow-up actions
with a survey recipient in response to feedback from the survey
recipient; and a survey result reporting module configured to
transmit one or more reports to at least one of a service group and
a client of the service group.
25. The survey follow-up system of claim 24, wherein the survey
follow-up module is configured to: receive survey result
information, the survey result information being extracted from an
automated survey offered to a survey recipient; receive an
indication that one or more follow-up actions are warranted based
in part on an analysis of the survey result information; and
provide a notification to one or more individuals responsible for
performing the one or more follow-up actions.
26. The survey follow-up system of claim 24, wherein the survey
follow-up module is further configured to: display a user interface
having an information section, a survey result section, a customer
issue section, and a follow-up actions section; enabling the user
to select one or more follow-up actions from the follow-up actions
section; prompt the user to perform at least one of the follow-up
actions.
27. The survey follow-up system of claim 24, wherein the survey
follow-up module is further configured to: provide a user interface
enabling a user to perform a search of the records of multiple
follow-up cases, the user interface displaying the records in order
of an age of the follow-up case, the age representing the time from
a completion of an automated survey to the present.
28. The survey follow-up system of claim 24, wherein the survey
follow-up module is further configured to: calculate compensation
payments for members of the service group based in part on high
quality customer service.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This application claims the benefit of U.S. Provisional
Application No. 61/266,599, filed Dec. 4, 2009, the entire
disclosure of which is hereby incorporated by reference herein.
[0002] This application is related to co-pending U.S. Application
No. ______, filed on even date herewith and titled, "Triggering and
Conducting an Automated Survey," and co-pending U.S. Application
No. ______, filed on even date herewith and titled, "Analyzing
Survey Results," both of which have the same listed inventors as
the present application, and wherein the entire disclosures of each
of those applications are hereby incorporated by reference
herein.
TECHNICAL FIELD
[0003] The present disclosure generally relates to surveys, and
more particularly relates to survey automation.
BACKGROUND
[0004] Businesses often use surveys to obtain feedback from
customers. The survey responses can help a business understand the
customer's level of satisfaction. Also, a business can use data
from surveys to track patterns and trends in customer service. In
response, the business can make changes as necessary in areas where
improvements can be made. Businesses that can keep operations
running smoothly and focused on customer satisfaction may typically
have a better chance of long-term success.
SUMMARY
[0005] The present disclosure describes various systems and methods
for prompting follow-up actions in response to a survey. In some
embodiments, a computer-readable medium may be encoded with
computer-executable instructions. The computer-executable
instructions may include logic adapted to receive survey result
information, the survey result information being extracted from
responses to an automated survey offered to a survey recipient. The
instructions may also include logic adapted to receive an
indication that one or more follow-up actions are warranted based
in part on an analysis of the survey result information. Logic may
also be adapted to provide a notification to one or more
individuals responsible for performing the one or more follow-up
actions.
[0006] According to some implementations, a computer implemented
method may include receiving survey result information that is
extracted from an automated survey offered to a survey recipient.
The method also includes receiving an indication that one or more
follow-up actions are warranted based in part on an analysis of the
survey result information and providing a notification to one or
more individuals responsible for performing the one or more
follow-up actions.
[0007] In some embodiments, a survey follow-up system may comprise
a processing device configured to execute instructions and a memory
device in communication with the processing device. The memory
device may be configured to store a survey program that is
executable by the processing device. The survey program may
comprise at least a survey follow-up module enabling a user to
monitor a plurality of follow-up cases. Follow-up cases in this
respect may include follow-up actions with a survey recipient in
response to feedback from the survey recipient. The survey program
may also include a survey result reporting module configured to
transmit one or more reports to at least one of a service group and
a client of the service group.
[0008] Various implementations described in the present disclosure
may include additional systems, methods, features, and advantages,
which may not necessarily be expressly disclosed herein but will be
apparent to one of ordinary skill in the art upon examination of
the following detailed description and accompanying drawings. It is
intended that all such systems, methods, features, and advantages
be included within the present disclosure and protected by the
accompanying claims.
BRIEF DESCRIPTION OF THE DRAWINGS
[0009] The features and components of the following figures are
illustrated to emphasize the general principles of the present
disclosure. Corresponding features and components throughout the
figures may be designated by matching reference characters for the
sake of consistency and clarity.
[0010] FIG. 1 is a block diagram illustrating a first embodiment of
general business interactions.
[0011] FIG. 2 is a block diagram illustrating a second embodiment
of general business interactions.
[0012] FIG. 3 is a block diagram illustrating an embodiment of a
service group according to various implementations of the present
disclosure.
[0013] FIG. 4 is a block diagram illustrating a survey network
system according to various implementations of the present
disclosure.
[0014] FIG. 5 is a block diagram illustrating an embodiment of the
automated survey system shown in FIG. 4, according to various
implementations of the present disclosure.
[0015] FIG. 6 is a block diagram illustrating an embodiment of the
survey program shown in FIG. 5, according to various
implementations of the present disclosure.
[0016] FIG. 7 is a diagram illustrating an embodiment of data
segments stored in the database shown in FIG. 5, according to
various implementations of the present disclosure.
[0017] FIG. 8 is a flow diagram illustrating general operations of
a survey system according to various implementations of the present
disclosure.
[0018] FIG. 9 is a flow diagram illustrating an embodiment of a
survey method according to various implementations of the present
disclosure.
[0019] FIG. 10 is a block diagram illustrating an embodiment of a
method for creating a survey according to various embodiments.
[0020] FIG. 11 is a screen shot of a user interface for creating an
automated survey according to various implementations of the
present disclosure.
[0021] FIG. 12 is a diagram illustrating a sample script for an
automated survey according to various implementations of the
present disclosure.
[0022] FIG. 13 is a flow diagram illustrating a method for
triggering and conducting a survey according to various
implementations of the present disclosure.
[0023] FIG. 14 is a flow diagram illustrating a method for
conducting an automated survey according to various implementations
of the present disclosure.
[0024] FIG. 15 is a flow diagram illustrating a method for handling
survey result information according to various implementations of
the present disclosure.
[0025] FIG. 16 is a flow diagram illustrating a method for
performing survey follow-up actions according to various
implementations of the present disclosure.
[0026] FIG. 17 is a screen shot of a user interface for enabling
access to voice messages according to various implementations of
the present disclosure.
[0027] FIGS. 18A and 18B include combinable parts of a screen shot
of a user interface for enabling input of follow-up actions
according to various implementations of the present disclosure.
[0028] FIG. 19 is a screen shot of a user interface for enabling
access to survey result information according to various
implementations of the present disclosure.
[0029] FIG. 20 is a screen shot of the user interface of FIG. 19
according to various implementations.
[0030] FIG. 21 is a screen shot of a user interface for searching
and tracking survey responses according to various implementations
of the present disclosure.
[0031] FIGS. 22A and 22B are screen shots of a service issue report
according to various implementations of the present disclosure.
[0032] FIG. 23 is a screen shot of a quality report according to
various implementations of the present disclosure.
[0033] FIG. 24 is a screen shot of a survey result report according
to various implementations of the present disclosure.
[0034] FIG. 25 is a screen shot of a survey response report
according to various implementations of the present disclosure.
[0035] FIG. 26 is a screen shot of a summary quality report
according to various implementations of the present disclosure.
DETAILED DESCRIPTION
[0036] The present disclosure describes systems and methods for
conducting surveys in response to interactions between businesses
and customers. Surveys may be created and utilized for obtaining
feedback about products sold to customers and/or about services
provided for the customers. Although various implementations of the
present disclosure are described with respect to surveys conducted
in response to a service, the survey systems and methods herein may
also be configured to be conducted in response to products or other
offerings by a company or business. In addition, various
implementations herein describe many services as being delivery
services, but it should be understood that the present disclosure
also may include other types of services without departing from the
principles described herein. Other features and advantages will be
apparent to one of ordinary skill in the art upon consideration of
the general principles described herein, and all such features and
advantages are intended to be included in the present
disclosure.
[0037] FIG. 1 is a block diagram of a business interaction between
a business 10 and a customer 12. The business 10 may be any
company, profit center, or other entity. The business 10 may be a
physical store, on-line store, service company, or other entity.
The customer 12 may be any individual who is to receive a service
or who orders or purchases a product. In such an interaction as
illustrated in FIG. 1, the business 10 provides goods and/or
services directly to the customer 12. During this interaction,
there are several opportunities for the business 10 to display
customer service, including, for example, the customer 12
interacting with a salesperson, sales clerk, or cashier, the
customer 12 receiving a service, such as a repair, maintenance,
improvement, legal service, delivery or other type of service, or
other types of interactions. When a service is to be performed in
this arrangement, the business 10 employs internal servicers who
provide the service directly to the customer 12. Various examples
of non-limiting services may include a delivery of a purchased
product, a plumbing service, tax return preparation, automobile
repair, etc.
[0038] FIG. 2 shows another example of a general business
interaction in which the customer 12 pays the business 10 for goods
or services, the business 10 provides a service group 14 with
information for fulfilling the service, and the service group 14
provides the service to the customer 12 on behalf of the business
10. The service group 14 includes the service professionals and
other people involved in the business of offering one or more
services, and is often a separate corporate entity from the
business 10. For example, the service group 14 may be responsible
for delivering, building, assembling, installing, maintaining,
repairing, improving, testing, demonstrating, removing, and/or
other service actions. In the arrangement of FIG. 2, the business
10 may be considered a client of the service group 14.
[0039] According to various implementations, the customer 12 may
provide the business 10 with personal information, such as name,
address, phone numbers, e-mail addresses, etc., which can be used
for contacting the customer 12 to provide the intended services or
for contacting the customer 12 as needed. Other ordering
information may be exchanged or created, including special
instructions for delivery, unpacking or assembly requests, and/or
installation requests. Orders can usually be taken in any number of
ways, including transactions in person, by phone, by mail, by
e-mail, by the Internet, or by other ordering methods. The business
10 may provide some of this order information to the service group
14 in order that the service group 14 can perform the service
properly. The order information can be provided by an automatic
ordering system, by facsimile device, by e-mail, by phone, or in
any other manner. The service group 14 may pick up products, as
necessary, from the business's store, warehouse, supplier, etc.,
and deliver the products to one or more customers 12. In some
embodiments, the customer 12 may schedule the service directly with
the service group 14.
[0040] FIG. 3 is a block diagram showing an embodiment of a service
group 20, such as the service group 14 shown in FIG. 2. In this
implementation, managed services 20 may represent a service
company, which may be responsible for the management of internal
servicers 24, who are employed by a client business, and service
managers 26, who may be employed by the managed services 22 company
or may be independent contract companies. In some cases, the
managed services 22 may include operators who manage the services
for a particular client. In other implementations, servicers 30 may
be direct independent contractors to managed services 22. According
to various implementations of the present disclosure, the managed
services 22 may include an automated survey system, which
automatically conducts surveys and analyzes the results of the
survey. More details of the automated survey systems are described
below.
[0041] The service managers 26 may be field managers, regional
managers, or local managers who manage one or more service
providers 28, often in a particular region and/or for a specific
client. The service manager may also manage one or more internal
servicers 24. The service providers 28 manage a number of servicers
30, who may be employed by the service providers 28 or may be
independent contractors. The servicer 30 may be the individual or
team representing the service group 20 (or service group 14 shown
in FIG. 2) and who directly interacts with the customer 12.
[0042] FIG. 4 is a block diagram of an embodiment of a survey
network system 34 according to various implementations of the
present disclosure. The survey network system 34 includes an
automated survey system 36 (described in more detail below), client
systems 38, service group systems 40, and customer systems 42.
These and other systems are capable of interacting and
communicating via one or more communication networks 44. The
communication networks 44 may include telephone lines, such as land
line or public switched telephone network (PSTN) systems, mobile
phone channels and systems, communication channels for exchanging
data and information, such as a local area network (LAN), wide area
network (WAN), the Internet, or other data, communication, or
telecommunication networks.
[0043] The client systems 38 may represent any business, such as
the businesses described with respect to FIGS. 1 and 2. In the
environment of the survey network system 34 of FIG. 4, the client
systems 38 represent at least a part of a business that is a client
of the service group, which utilizes the service group systems 40.
The service group may be responsible for performing one or more
services on behalf of the clients. The service group may be the
service group 20 described with respect to FIG. 3 or other group of
servicers, service providers, service managers, and/or managed
services. In some embodiments, the automated survey system 36 may
be part of the client systems 38 or may be part of the service
group systems 40. As suggested in FIG. 1, the client systems 38 and
service group systems 40 may be part of one company or
enterprise.
[0044] According to various embodiments of FIG. 4, the service
group systems 40 may include equipment used by the servicers and by
field managers. For example, the service group systems 40 may
include handheld devices (e.g., devices carried by the servicers),
mobile phones, laptop computers, or other devices. When the
servicer completes a service, the servicer may use any suitable
device of the service group systems 40 to notify the automated
survey system 36 that the service has been completed. For example,
the servicer may call into an integrated voice response (IVR)
device (or voice response unit (VRU)) of the automated survey
system 36 to input information about the service or completion of
the service. Another example may include a telephone call, landline
or mobile, to a support agent, who may be associated with the
automated survey system 36 and who can manually enter the service
information into the automated survey system 36. In some
implementations, completion of the particular service may be
communicated by some automated process, such as the automatic
detection of a change in the servicer's location using, for
example, a global positioning system (GPS) device.
[0045] After notification of service completion has been received,
the automated survey system 36 waits for a short amount of time
(e.g., to allow the customer to reflect upon the service received).
After a configurable short delay, e.g., about 10 minutes, the
automated survey system 36 launches an automated survey. In some
implementations, the survey is conducted over the telephone using
an IVR system, which is configured to call the customer's home
telephone number using contact information obtained during the
order process. The survey may be sent to the customer systems 42
using the PSTN or over other communication networks, such as an
e-mail system, chat session, text message system, etc. In some
cases, the customer may delegate another individual to interact
with the servicers, such as if the customer wishes for a neighbor
to handle the acceptance of the delivered items. In these cases,
the survey recipient may be the neighbor, who may be in a better
position to rate the delivery service.
[0046] In some implementations, the automated survey system 36 may
include a processing system adapted to conduct the survey when the
service is complete. The automated survey system 36 is further
configured to analyze the results of the survey to determine if any
follow-up actions with the customer are needed. For example, if the
customer is dissatisfied with the service received, the customer
can leave responses that can be analyzed for follow-up. In some
situations, the customer may have need of immediate resolution to
which the service group or client can provide follow up. Feedback
may be received in the form of key strokes on a touch tone key pad
of a telephone, voice messages left over the telephone, and/or by
other communication means.
[0047] Some follow-up actions may involve a service manager, field
manager, or other representative of the service group. The
automated survey system 36 organizes the survey results in tables
or charts to clearly communicate any issues that the customers may
have. For example, if the customer indicates poor service, such as
by providing low ratings on the survey or by explaining problems in
a voice message, this information can be automatically or manually
recorded and then provided directly to the service manager or other
responsible person or team of the service group associated with the
service group systems 40. In some cases, survey feedback can be
directed to the client systems 38. In the case where follow-up
actions may involve the client, the automated survey system 36 may
send an automatic communication to the client systems 38 in order
that the client can view the survey result information using a
web-enabled browser via the Internet. Both the client and field
managers of the service group can access survey result information
and/or a digitized version of the voice message as needed to help
resolve the customer's issues.
[0048] FIG. 5 is a block diagram illustrating an embodiment of the
automated survey system 36 shown in FIG. 4, according to various
implementations of the present disclosure. As shown in this
embodiment, the automated survey system 36 includes a processing
device 48 and a memory device 50, which includes at least an order
management program 52, a survey program 54, and a database 56. The
automated survey system 36 further includes input/output devices 58
and interface devices 60. The components of the automated survey
system 36 are interconnected and may communicate with each other
via a computer bus interface 62 or other suitable communication
devices.
[0049] In some embodiments, each component of the automated survey
system 36 as shown may include multiple components on multiple
computer systems of a network. For example, the managed services 22
of the service group may comprise servers, such as application
servers, file servers, database servers, web servers, etc., for
performing various functions described herein. The servers of the
automated survey system 36 may for example be physically separate
servers or servers in a VMware ESXi 4.0 virtual environment, among
other implementations. In addition, the internal servicers 24,
service managers 26, service providers 28, and/or servicers 30 may
comprise laptop or desktop computer systems, which may form part of
the automated survey system 36 and may be used for accessing the
servers as needed.
[0050] The processing device 48 may be one or more general-purpose
or specific-purpose processors or microcontrollers for controlling
the operations and functions of the automated survey system 36. In
some implementations, the processing device 48 may include a
plurality of processors, computers, servers, or other processing
elements for performing different functions within the automated
survey system 36.
[0051] The memory device 50 may include one or more internally
fixed storage units, removable storage units, and/or remotely
accessible storage units, each including a tangible storage medium.
The various storage units may include any combination of volatile
memory and non-volatile memory. For example, volatile memory may
comprise random access memory (RAM), dynamic RAM (DRAM), etc.
Non-volatile memory may comprise read only memory (ROM),
electrically erasable programmable ROM (EEPROM), flash memory, etc.
The storage units may be configured to store any combination of
information, data, instructions, software code, etc. The order
management program 52, survey program 54, and database 56 may be
stored in one or more memory devices 50 and run on the same or
different computer systems and/or servers.
[0052] The input/output devices 58 may include various input
mechanisms and output mechanisms. For example, input mechanisms may
include various data entry devices, such as keyboards, keypads,
buttons, switches, touch pads, touch screens, cursor control
devices, computer mice, stylus-receptive components,
voice-activated mechanisms, microphones, cameras, infrared sensors,
or other data entry devices. Output mechanisms may include various
data output devices, such as computer monitors, display screens,
touch screens, audio output devices, speakers, alarms, notification
devices, lights, light emitting diodes, liquid crystal displays,
printers, or other data output devices. The input/output devices 58
may also include interaction devices configured to receive input
and provide output, such as dongles, touch screen devices, and
other input/output devices, to enable input and/or output
communication.
[0053] The interface devices 60 may include various devices for
interfacing the automated survey system 36 with one or more types
of communication systems, such as the communication networks 44.
The interface devices 60 may include devices for communicating the
automated survey from the automated survey system 36 to the
customer systems 42. For example, when the survey is communicated
via telephone, a telephone/voice interface device of the interface
devices 60 can be used for controlling an IVR device and accessing
a telephone network. Also, interface devices 60 may include various
devices for interfacing with a data network, such as the Internet,
to enable the communication of data. In some examples, the
interface devices 60 may include Dialogic cards, Dialogic Diva
softIP software, Envox, a voice over Internet protocol (VoIP)
device, or other hardware or software interface elements.
[0054] The order management program 52 stored in the memory device
50 includes any suitable instructions for processing a customer
order. For example, the order management program 52 may be Dispatch
Office or other software for managing orders. In some
implementations, the order management program 52 may include the
capability of tracking deliveries. The order management program 52
may be omitted from the automated survey system 36 in some
embodiments or placed in a separate processing system according to
other embodiments.
[0055] The survey program 54, which is described in more detail
below, includes instructions and templates for enabling a user to
create an automated survey. The survey program 54 is also
configured to detect a trigger event, such as the completion of a
delivery service, and then launch the automated survey in response
to the trigger. The survey program 54 also may automatically
analyze the feedback from the survey recipient and enable a survey
monitor person to review voice messages left by the survey
recipient and enter notes, a summary, and/or a transcript of the
voice message. When the analysis of the survey result information
is made, the survey program 54 can determine if follow-up actions
are warranted. For example, if a delivered product is damaged, the
survey program 54 can communicate with the appropriate person or
team that can resolve the issue. The survey program 54 utilizes, as
needed, the database 56, which is configured to store order
information, customer information, survey information, and other
types of data and information. Other implementations may omit one
or more of the functions disclosed herein.
[0056] FIG. 6 is a block diagram showing an embodiment of the
survey program 54 according to various implementations of the
present disclosure. As illustrated in FIG. 6, according to some
embodiments, the survey program 54 includes a survey assembling
module 62, a survey triggering module 64, a survey conducting
module 66, an automated survey result analyzing module 68, a survey
result monitoring module 70, a survey follow-up module 72, and a
survey result reporting module 74. In some implementations, certain
functions described herein may be executed by the module explicitly
described or may alternatively be executed by one or more
modules.
[0057] The survey assembling module 62 is configured to record a
survey script read by a professional speaker. The survey assembling
module 62 can record the read script in digitized form in a way
file, vox file, and/or other audio file formats. A file naming
convention can be used to help identify the properties of the
survey scripts. For example, the file name may include an
indication of the client, product, types of services, spoken
language, store brand, and/or other information. When the scripts
are recorded, the survey assembling module 62 enables a user to
select different scripts to combine into a complete survey. In this
respect, each script may be a single question, single statement, or
other portion of an entire survey. The user may then arrange the
selected scripts in a particular order. Also, the user is enabled
to enter acceptable answers for each of the survey questions.
[0058] The survey triggering module 64 detects when a trigger event
occurs that warrants the conducting of a survey. For example, the
trigger event may be the completion of a delivery service or other
service. In some embodiments, the survey triggering module 64 may
detect when an order case is closed or when the status of a
customer's order has been closed or finished (e.g., when an order
has been fulfilled and properly delivered). The survey triggering
module 64 may detect the order status using a polling process in
which the database 56 is polled. The polling process may be
operated on a periodic schedule, e.g., about every 10 minutes. When
the order case is detected as being closed, the survey triggering
module 64 may create a new survey case to indicate that a survey is
to be launched. According to some embodiments, the survey
triggering module 64 may detect when a survey record has been
created automatically or manually in the database 56.
[0059] In some embodiments, the survey triggering module 64 may be
configured to receive indications when trigger events occur that
warrant the initiation of surveys. For example, when a service is
complete, the servicer may use a handheld device that prompts the
servicer to provide input when the service job is finished. The
handheld device may transmit a wireless signal to the automated
survey system 36 via the interface devices 60 and this signal may
be forwarded to the survey triggering module 64. Some embodiments
may also include a purchased product (e.g., a mobile phone, smart
phone, cable service, etc.) that may be configured to automatically
communicate notification of a trigger event (e.g., installation,
registration, initiation of phone service, etc.) to the survey
triggering module 64. Other trigger events and other means of
communicating a notification of the trigger events to the survey
triggering module 64 may be used according to the particular
design.
[0060] When the survey triggering module 64 determines that an
authentic trigger event has occurred, the survey triggering module
64 may then set a flag stored in the memory device 50 or provide
some other type of indication that the service job is complete (or
other trigger event has occurred) and that the status of a new
survey case associated with that service job is now opened. In some
implementations, the survey triggering module 64 may enter the time
that the trigger signal was received in order to allow multiple
service jobs to be recorded chronologically according to completion
time.
[0061] The survey triggering module 64 may also be configured to
perform a polling process in which the database 56 is polled to
determined which entries were recorded over a past predetermined
time period. For example, if surveys are to be initiated every ten
minutes, the polling process can determine which service jobs were
completed in the last ten minutes. The survey triggering module 64
places the polled service jobs in the scheduling queue 84 in the
order in which the service jobs were completed. The order that the
automated surveys are conducted is based in part on the list in the
survey scheduling queue 84.
[0062] The survey triggering module 64 may also be configured to
wait a predetermined amount of time before triggering the launch of
the survey. The reason for the delay is to allow the customer to
have time to observe the delivered product and try running it, for
example, to determine if there are any defects. Also, the delay
permits time for the servicer to leave the vicinity of the
customer's residence to allow the customer to provide unbiased
responses to the survey questions. When the predetermined lag time
has elapsed, the survey triggering module 64 instructs the survey
conducting module 66 to launch the survey.
[0063] In response to a trigger to launch, the survey conducting
module 66 is configured to retrieve the appropriate survey script
for the particular client, brand, product, service, customer,
order, or other criteria. Also, the survey conducting module 66
retrieves the customer contact information, such as a home
telephone number or mobile phone number. The survey conducting
module 66 may be configured to control the IVR device to dial the
customer's number and begin playing the survey scripts when the
customer answers the phone. In some embodiments, other methods of
contacting the customer may be used.
[0064] The survey conducting module 66 is also configured to
capture the touch tone entries from the customer's telephone in
response to the survey questions. Customer input can also be
captured by the survey conducting module 66 using other input
techniques, such as by e-mail, web-based inputs, spoken answers,
etc. The survey conducting module 66 also gives the customer an
option to leave a voice message, if desired. When a voice message
is left, the survey conducting module 66 may also record the
message in digital form. In some embodiments, the survey conducting
module 66 may also be configured to give the customer the option of
speaking with a live operator. If the customer wishes to speak with
an operator, the survey conducting module 66 may redirect the call
to an operator associated with the service group. The survey
conducting module 66 may also be configured to give the customer
the option to leave a message using text, such as typing a message
in an e-mail, typing a message in a text message, typing a message
on a smart phone, using a chat session, or other means of leaving a
non-voice message.
[0065] When the survey is finished, the survey result information
and voice messages can be analyzed to determine the customer's
satisfaction with the service received. Some analysis of this
information may be done automatically, while other analysis may
require human involvement.
[0066] The automated survey result analyzing module 68 is
configured to automatically analyze the feedback from the customer
when the survey is completed. For example, the survey may include
any number of questions, any of which may require numeric answers,
such as answers on a numeric scale from 1 to 5, where 1 represents
"completely dissatisfied" and 5 represents "completely satisfied."
Other scales can be used according to the particular design. The
automated survey result analyzing module 68, according to some
implementation, may be configured to calculate a score of the
survey recipient's numeric answers.
[0067] All the scores on the five-point scale can be averaged
together to determine an overall score for the survey. The
automated survey result analyzing module 68 may be configured to
use the overall score to determine if it is below a threshold that
indicates that the customer was generally dissatisfied with the
service. With a low average score, such as if the score is below
3.0 on a scale from 1 to 5, the automated survey result analyzing
module 68 may set a flag to indicate that follow-up is warranted.
Thresholds other than 3.0 may also be used according to the
client's wishes or based on other factors. In some embodiments, the
automated survey result analyzing module 68 may be configured to
automatically send an e-mail or communicate in another manner to
the field manager (or others) for follow up. The field manager may
then respond by calling the customer to try to resolve any
issues.
[0068] According to some embodiments, the automated survey result
analyzing module 68 may detect if one or more answers indicate the
lowest level of satisfaction on the part of the customer. In this
case, the automated survey result analyzing module 68 may set the
flag indicating the need for follow-up. Also, an automatic e-mail
may be sent to the field manager (or others). The automated survey
result analyzing module 68 may be configured to analyze the
feedback from the survey in any suitable manner to determine if
follow-up actions are warranted.
[0069] The survey result monitoring module 70 may be a web-based
tool that can be accessed by a human operator (e.g., a survey
monitor, service manager, field manager, or other authorized
personnel of the service group). The survey result monitoring
module 70 may provide a user interface enabling the user to access
the survey result information, analyzed results from the automated
survey result analyzing module 68, digitized voice messages, and/or
other information. According to various implementations of the
present disclosure, the survey result monitoring module 70 may
enable the user to access and listen to the voice messages, enter a
transcript of the voice message, enter a summary of the voice
message, append notes to the survey result information, select one
or more predefined classifications of customer issues, and/or
select or recommend one or more follow-up actions. When follow-up
actions are selected or recommended, the survey result monitoring
module 70 can open a follow-up case for the purpose of monitoring
the status of follow-up actions taken until the customer issues are
resolved. As used herein, opening cases is understood to include
the creation of one or more database records. In some embodiments,
survey cases and follow-up cases for the same service may be
monitored simultaneously. The survey result monitoring module 70
may provide a link or hyperlink to the survey information and/or
voice messages. The input received from the user via the user
interface can be stored along with the other information of the
survey record and/or follow-up record.
[0070] The survey follow-up module 72 may be configured to track
the follow-up actions that are taken to resolve customer issues.
The survey follow-up module 72 may record and organize information
related to the status of the follow-up case, such as, for example,
the age of the follow-up case from the start of an opened follow-up
case to the present. The survey follow-up module 72 enables access
to this information and allows the user to use a searching tool
associated with the survey follow-up module 72 to search for
specific groups of follow-up cases, based on any factors, such as
client, age, region, etc.
[0071] When analysis of the survey result information has been
done, a follow-up case can be opened if necessary. If the survey is
flagged as needing follow-up, the survey follow-up module 72 is
configured to initiate follow-up actions. For example, if the
survey feedback contains certain scores or marks that fit the
specified criteria for needing follow-up, the survey follow-up
module 72 may automatically send an e-mail to the field manager
responsible for that servicer or service team. In this way, the
field manager is informed that follow-up is needed and is
incentivized to act quickly to resolve the issues. Along with the
e-mail, the survey follow-up module 72 can also transmit the survey
result information and recorded voice messages and/or links to the
information and voice messages. In some cases, the issues may
require the involvement of the client. Depending on how the client
decides to establish follow-up routines, the survey follow-up
module 72 may communicate information to the client directly or to
both the client and the field manager.
[0072] The survey follow-up module 72 may be configured to
determine the age of a follow-up case and track the progress being
made to resolve the issues. The survey follow-up module 72 may be
monitored by the survey monitor person to determine if certain
issues need to be revisited. The survey follow-up module 72 may
enable the transmission or re-transmission of an e-mail as a
reminder as necessary to notify the field manager or other
responsible party for resolving an older issue. The reminder can be
send automatically by the survey follow-up module 72 based on
predetermined conditions. In some embodiments, the survey follow-up
module 72 may be further configured to calculate incentive payments
based in part on survey scores, survey result information,
compliments, or other information that is received with respect to
the performance by a servicer or service team. Also, the survey
follow-up module 72 may calculate bonuses for managers based on
survey result numbers. In this respect, the servicers and managers
can receive bonus compensation for high quality customer
service.
[0073] The survey result reporting module 74 may be configured to
send reports to one or more clients to inform them of the survey
result information, types of issues encountered, overall scores, or
other information or data. The reports may be sent automatically to
the clients based in part on the client's preferences. Some reports
may be communicated daily, monthly, quarterly, or for any time
period. The survey result reporting module 76 may be configured to
communicate with different groups of people who may be responsible
for different aspects of a particular service. For example, when
the results of surveys indicate defective products from a client,
the survey result reporting module 74 may be configured to send a
notice to an individual or department about the detective
products.
[0074] The survey program 54 of the present disclosure may be
implemented in hardware, software, firmware, or any combinations
thereof. In the disclosed embodiments, the survey program 54 may be
implemented in software or firmware that is stored on a memory
device and that is executable by a suitable instruction execution
system. The survey program 54 may be implemented as one or more
computer programs stored on different memory devices or different
computer systems of a network. If implemented in hardware, the
survey program 54 may be implemented using discrete logic
circuitry, an application specific integrated circuit (ASIC), a
programmable gate array (PGA), a field programmable gate array
(FPGA), or any combinations thereof.
[0075] FIG. 7 is a diagram showing an embodiment of the database 56
shown in FIG. 5. The database 56 may contain various information
and data. As illustrated, the database 56 may include order
information 78, customer information 80, service information 82,
survey scripts 84, a survey scheduling queue 86, survey result
information 88, voice messages 90, and survey follow-up action
information 91, and may further include other types of data. The
service information 82 may be related to any type of service, such
as a delivery service, installation service, repair service, or
other services. In some embodiments, the voice messages 90 may
instead be stored in a separate file system associated with the
memory device 50.
[0076] The order information 78 may include the store name, product
purchases, type of services to be provided, date and time of order,
etc. The customer information 80 may include the customer's name,
mailing address, billing address, delivery address, telephone and
mobile phone numbers, e-mail addresses, preferred means of contact,
etc. The service information 82 (e.g., when related to a delivery
service) may include the product ordered, shipping identification
information of the product, the delivery driver, the carrier, the
servicer, the promised delivery time, the actual arrival time,
status of delivery, etc.
[0077] The survey scripts 84 may include digitized voice scripts of
portions of one or more surveys, complete surveys, or other survey
information. The survey scheduling queue 86 is a queue for
recording the time when survey cases are open, a sequence of
surveys to be conducted, etc. The survey result information 88 may
include the results, feedback, responses, etc., provided by the
customer during the survey. The survey result information 88 may
also include result of the analysis by the automated survey result
analyzing module 68, such as overall scores. The voice messages 90
may include digitized voice messages recorded during the survey.
The voice messages 90 may be stored as files (e.g., on a separate
file server) that may be accessed by hyperlinks via the network.
The survey follow-up action information 91 may include a record of
a classification of customer issues that warrant follow-up actions
in addition to a record of follow-up actions to be taken to resolve
the customer issues.
[0078] FIG. 8 is a flow diagram illustrating an overview of the
automated survey process according to various implementations.
Customer Order 92 represents the process when the customer orders a
product or service from the client. In some implementations, the
client collects contact information associated with the customer
during the ordering process. This contact information can be used
for contacting the customer in order to run the survey.
[0079] Service Interaction 94 is the process when a service of any
kind is performed for the customer. For example, the service may be
a delivery of goods or packages, building and/or installing a
product, maintenance, repair, improvement, communication with a
service manager or customer service representative, a product
registration process, or other services. When the service is
complete, it may be advantageous for the client or service group to
conduct a survey to collect information about the customer's
satisfaction with the service. The collected information can be
used to help the service group improve the quality of their
services.
[0080] When the status of the service case has changed due to the
completion of the service job, a survey may be triggered. This is
indicated by block 96. One way in which the survey is triggered may
include a servicer calling into an IVR device indicating that the
job is complete or closed. Another way of triggering a survey may
include the servicer using a handheld device to close the job and
the handheld device being configured to send a trigger signal to
the automated survey system 36. Another way may include the
servicer calling a support center to close the job using a landline
telephone or mobile phone. When the job is recorded as being
closed, the closed status may be detected in the database by a
program that creates a survey call record that initiates the
deployment of the survey.
[0081] After receiving notification of the Trigger Event 96, an
Automated Survey may be conducted. The survey may be conducted
automatically via a phone call to the customer using an IVR device,
e-mail, chat, or other means of communication. The automated survey
may include pre-recorded questions and may respond to the answers
captured by a numeric keypad, an alphanumeric keyboard, touch
screen device, or other data entry device on the customer's
telephone, mobile phone, computer, or other device. Responses may
be received via telephone, in a return e-mail or chat session, or
by other digital entry device. Responses to survey questions may
also be in the form of voice messages received via telephone, VoIP,
or other voice recording device or system. In some embodiments, the
customer may be given the option to wait for live customer care if
desired. Also, an option may be given to allow the customer to
enter a message other than a voice message, such as, for example, a
text message, e-mail message, or other textual based message.
According to some implementations, the survey may be started within
about ten minutes of the trigger event and completed within about
two minutes.
[0082] When the survey results are received, the automated survey
system is configured to analyze the results. This analysis can be
done automatically by the processing system and/or manually by a
survey monitor person. The automated analysis may include analysis
of the customer data, product data, survey responses, and/or other
information. The survey responses may be collected using finite
answers, such as an answer 1, 2, 3, 4, or 5 for a ranking in
response to a specific survey question. In addition, the survey
response may include a voice message, which can be manually
analyzed and entered according to certain defined
classifications.
[0083] In many cases, the results of a survey do not require
follow-up with the customer and these survey cases can be closed.
However, in some cases, the customer may enter certain responses or
leave a voice message that prompts the automated survey system to
begin a follow-up process to resolve any issues that the customer
may have. When the answers are analyzed, either automatically or
manually, the issues may be identified. When these exceptions are
identified, a follow-up process is opened to ensure that the issues
are treated sensitively. The follow-up may include inquiries to
gather additional information from the customer, if needed.
Countermeasures may be followed as needed to resolve the
issues.
[0084] Follow-up actions may be acted upon internally within the
service group or if necessary reported to client management and/or
client teams. Information from the analysis and the follow-up may
be collected and reported to internal teams for future use, such as
performance management, improving processes, services and products,
tracking costs and issues, billing, etc. Reports include hyperlinks
to voicemails for easy access and review.
[0085] FIG. 9 is a flow diagram of an embodiment of a method for
executing a service case, survey case, and follow-up case. When a
customer enters into a business deal with a business in which
service is to be provided to the customer in some way, a service
case is opened. In some implementations, the client (or business)
sends order information to a servicer who acts on the client's
behalf. The order information may be related to the specific
service order and the customer's personal information. At a
scheduled service time, the servicer performs the service for the
customer. When the service is complete, the service case is
closed.
[0086] The closing of the service case, as illustrated in FIG. 9,
causes the opening of a survey case. In this respect, the
completion of the service job triggers the initiation of the survey
case. After a lag time, the survey case includes the conducting of
an automated survey. When responses are received from the survey
recipient, the survey case is closed.
[0087] When the survey case is closed, a follow-up case is opened
to determine if follow-up to the survey is needed. Any issues fed
back by the customer are analyzed to determine if follow-up actions
are needed. If so, the appropriate people are contacted in order to
resolve the issues. When the issues are resolved, the follow-up
case is closed.
[0088] FIG. 10 is a flow diagram illustrating an embodiment of a
method for creating a survey. In this embodiment, the method
includes digitally recording voice scripts as indicated in block
106. For example, each voice script may be one or more survey
question and/or one or more statements or sentences. As indicated
in block 108, file names for the voice scripts are established.
This process may include automatically naming the files based on
the spoken language, store, store brand, product information, or
other information. Block 110 includes enabling a user to select one
or more voice scripts from the recorded scripts that may be used to
form a completed survey. The user may be enabled to add and/or
delete scripts. In some embodiments, certain scripts may be
automatically selected depending on client preferences, based on a
bill code associated with a client brand (if the client has
multiple brands), based on order criteria, or based on other
factors. Regarding the selection based on order criteria, a service
order in one particular example may include a delivery and
assembly, and hence automatic selection of both delivery-related
questions and assembly-related questions can be made. The method
further includes enabling a user to arrange the scripts in a
particular order, as desired, to form a certain logical sequence of
scripts for the survey, as suggested in block 112. As indicated in
block 114, the user is enabled to enter the answers from the survey
recipient that are acceptable for the particular survey
questions.
[0089] FIG. 11 is a screen shot of a user interface 118 for
creating an automated survey according to various implementations
of the present disclosure. The user interface 118 includes, among
other things, a sequence column 120 that displays a sequence of
survey scripts that form the entire survey and enables the user to
change the sequence as needed. A question ID column 122 identifies
the respective survey scripts (i.e., questions and/or statements).
A question description column 124 includes a description of the
respective survey script. An answer options column 126 enables the
user to enter the acceptable feedback responses, based in part on
the questions being asked. Column 128 enables the user to select
which answers to the respective questions are to be shown on a
web-enabled user interface that reports the survey result
information to the appropriate individuals responsible for handling
customer issues.
[0090] The user interface 118 also includes an add button 132,
enabling the user to add a selected question or statement to the
survey. A delete button 134 enables the user to delete one or more
questions, and a save button 136 enables to the user to save the
survey when it is complete. The user interface 118 may also include
a "sample playback" button allowing the user to listen to how the
created survey might sound.
[0091] FIG. 12 is a diagram illustrating an example of a completed
survey 140 according to various implementations. The survey 140 in
this example includes an introduction, survey instructions, list of
questions, and a statement giving the survey recipient an
opportunity to leave a voice message. It should be understood that
other wording of sentences, the wording of questions, the sequence
and types of questions asked, and other aspects of the survey can
be modified to meet the particular client's needs. In some
implementations, the survey 140 can be formed using preset
elements. The survey 140 can be read and recorded, and then
accessed for playback during the survey. Elements to allow time for
answers to be entered by the survey recipient can be added as
needed.
[0092] FIG. 13 is a flow diagram illustrating an embodiment of a
method for triggering and conducting a survey according to various
implementations. As illustrated in FIG. 10, the method includes
receiving notification of the occurrence of a trigger event
associated with a service record in accordance with block 144.
Particularly, the trigger event may be the completion of the
designated service. As indicated in block 146, the method includes
changing the status of the service record to closed. The survey
record is then created, as indicated in block 148, and is placed in
a survey scheduling queue, as indicated in block 150.
[0093] According to decision block 152, it is determined whether or
not a periodic time for performing a polling function has arrived.
For example, the polling function may be configured to operate
every 10 or 15 minutes. If the proper time has not yet arrived, the
flow path loops back to itself and block 152 is repeated until the
time arrives. When it is time for polling, the database is polled
to detect new survey records, as indicated in block 154. Block 156
indicates that the method includes conducting an automated survey.
The order that the automated surveys are launched may be based in
part on the sequence of survey records in the survey scheduling
queue. The process of conducting the automated survey is described
in more detail below. As indicated in block 158, survey result
information is received. The survey result information may be
choices entered by the survey recipient, voice messages, or other
useful data.
[0094] FIG. 14 is a flow diagram illustrating an embodiment of a
method for conducting an automated survey according to various
implementations. The automated survey conducting method includes
determining, according to decision block 162, whether or not a new
survey record has been found. If not, the flow path returns back to
block 162 until one is found. When found, an automated survey is
prepared, as indicated in block 164. The preparing of the survey
may include, for example, accessing scripts and questions,
accessing contact information, or other functions for forming an
appropriate survey. The information gathered together to prepare
the survey may include field manager case information, client order
information, client product information, a library of survey
scripts and questions, and other suitable information.
[0095] According to decision block 166, it is determined whether or
not the survey recipient is on a do-not-call list. If so, the
method skips ahead to block 168, which indicates that the survey
case is closed with a status of "no contact made--DNC." If the
survey recipient is not on the do-not-call list, the method flows
to block 170, which indicates that an attempt is made to contact
the survey recipient. According to decision block 172, it is
determined whether or not contact is made with the survey
recipient. If not, then the flow proceeds to decision block 184. If
contact is made, the flow proceeds to block 174, which indicates
that the automated survey is launched and responses by the survey
recipient are captured.
[0096] During the automated survey, the survey recipient is given
the option to speak with a live operator. If it is determined in
decision block 176 that the survey recipient requests to speak to
someone live, then the flow branches to block 178. As indicated in
block 178, the survey recipient is connected with an operator, such
as a customer service agent, for the completion of the survey. When
the live survey is completed, the survey analysis status is set to
"ready" as indicated in block 180. If in block 176 it is determined
that the survey recipient does not wish to talk with a live
operator, the flow proceeds to decision block 182. According to
block 182, it is determined whether or not the survey was completed
successfully. If so, the flow proceeds to block 180 to set the
survey analysis status to "ready." If the survey did not complete
successfully, as determined in block 182, flow proceeds to decision
block 184.
[0097] Block 184 is reached when the survey recipient could not be
contacted (decision block 172) or when the survey was not completed
successfully (decision block 182). At this point, it is determined
whether or not the number of contact attempts is equal to a
predetermined threshold. If the number of contact attempts is
determined to be equal to the threshold, flow proceeds from block
184 to block 186 and the survey is closed with the status of "no
contact made." If not, then the method goes to block 188, in which
the survey is reschedule for another attempt, and the flow then
proceeds back to block 170.
[0098] FIG. 15 is a flow diagram illustrating a method for handling
survey result information according to various implementations of
the present disclosure. The method includes receiving survey result
information from an automated survey, as indicated in block 192.
According to block 194, the method includes analyzing the survey
result information (e.g., averaging the survey result information)
to obtain a survey score. It is determined, according to decision
block 196, whether the analysis reveals that follow-up actions are
warranted or not, such as by automatically comparing an average
score to a defined threshold. If so, a flag is set to open a
follow-up case as indicated in block 198. However, if no follow-up
is warranted based on the analysis, flow proceeds from block 196 to
decision block 200. In block 200, it is determined whether or not a
voice message was received. If so, the voice message is made
available for access by a survey monitor person according to block
202. Also, input may be received from the survey monitor person, as
indicated in block 204. The input received from the survey monitor
person may include a summary of the voice message, selection of one
or more customer issues from a list, selection of one or more
follow-up actions from a list, a flag set to open a follow-up case,
and/or other inputs. The flag to open the follow-up case may be set
in response to the content and interpretation of the voice message.
Block 206 indicates that the survey results are made available for
reporting to various individuals, teams, departments, or others and
for tracking the progress of the follow-up actions.
[0099] FIG. 16 is a flow diagram illustrating an embodiment of a
method for performing survey follow-up actions according to various
implementations of the present disclosure. As indicated in decision
block 210, it is determined whether or not a follow-up flag has
been set. If not, which indicates that no follow-up is needed, then
the flow of the method skips to block 212 and the follow-up case is
closed. If a flag is set, the flow proceeds to block 214, which
indicates that the survey result information and survey scores are
received. As indicated in decision block 216, it is determined
whether the survey result information meets certain criteria for
sending an auto-notification to the client. The client may request
to receive automatic notification based on any suitable conditions
or criteria associated with the survey result information. For
example, if the client requests to receive notification of
compliments and if one or more compliments are recorded in the
survey results, then the criteria in this case are met. If it is
determined in block 216 that the criteria are met, an
auto-notification of the survey details is sent to the client, as
described in block 218. In some embodiments, block 218 may be
omitted if the client chooses not to receive
auto-notifications.
[0100] After compliments are handled, the flow proceeds to decision
block 220, which indicates that a determination is made whether the
survey score warrants one or more follow-up actions. If not, then
the flow skips to block 212 and the follow-up case is closed.
However, if follow-up is warranted, the method flows on to decision
block 222, which determines whether involvement by a field manager
is needed. If so, the survey result information (which may include
any of the survey answers, survey scores, and voice messages) is
made available to the field manager, according to block 224. When
the survey result information is received, the field manager may be
enabled to add or edit follow-up information, as indicated in block
225. For example, the field manager may log any follow-up actions
taken to resolve the issues. The field manager may also set
classifications of issues and set follow-up actions that were not
previously recorded. The field manager may also be enabled to mark
when the follow-up case is closed, e.g., when all the issues have
been resolved. The method also includes checking if client
involvement is needed, as indicated in decision block 226. If so,
the flow is directed to block 228 and the survey result information
is made available to the client. As indicated in block 229, the
client is enabled to add and/or edit follow-up information. In some
embodiments, the client's name may be logged in during the
modification process. The types of follow-up information that can
be modified in this method may be different for the field manager,
client, and others who may be given access to the information and
authority to change the information, depending on the particular
design.
[0101] The information made available to the client may be
different than that made available to the field manager, depending
on the particular design. The field managers and clients, when
given the information, may be responsible for contacting the
customer, service group members, or others by any available
communication devices in order to help resolve the issues. Decision
block 230 indicates that it is determined whether or not any issues
remain. This determination may be made by the field manager, who
may set a flag, mark an item on a checklist, enter a summary, or
other operation that may be detectable by the survey program 54.
These indications can be analyzed to determine that the issues are
resolved. If no issues remain, the flow goes to block 212 and the
follow-up case is closed. If issues still remain, the flow loops
back to block 220 to repeat follow-up actions until the issues can
be resolved.
[0102] The flow diagrams of FIGS. 9, 10, and 13-16 show the
architecture, functionality, and operation of possible
implementations of the survey program 54. In this regard, each
block may represent a module, segment, portion of code, etc., which
comprises one or more executable instructions for performing the
specified logical functions. It should be noted that the functions
described with respect to the blocks may occur in a different order
than shown. For example, two or more blocks may be executed
substantially concurrently, in a reverse order, or in any other
sequence depending on the particular functionality involved.
[0103] The survey program 54, which comprises an ordered listing of
executable instructions for implementing logical functions, may be
embodied in any computer-readable medium for use by any combination
of instruction execution systems or devices, such as computer-based
systems, processor-controlled systems, etc. The computer-readable
medium may include one or more suitable physical media components
configured to store the software, programs, or computer code for a
measurable length of time. The computer-readable medium may be any
medium configured to contain, store, communicate, propagate, or
transport programs for execution by the instruction execution
systems or devices.
[0104] FIG. 17 is a screen shot of a user interface 231 for
enabling access to voice messages according to various embodiments.
User interface 231 lists the survey responses that include a voice
message that needs to be verified. More specifically, verifying a
voice message may include the actions toward the voice message of
screening, filtering, sorting, searching, or other actions. Section
233 of the user interface 231 includes information about the profit
center (business), job identification numbers, customer, and the
time and date when each respective survey was completed. Column 234
shows if the respective survey feedback included a low overall
score, representing poor quality service, such as one below a
minimum threshold. Column 235 includes a link to the different
voice messages. If the user wishes to hear the message, the user
may click on the "Listen" link to retrieve the voice message file.
If the voice message warrants follow-up actions, the user can
select either yes or no in the response required column 236. In
column 237, the details of the surveys can be retrieved by the user
by clicking on the respective "Details" link.
[0105] FIGS. 18A and 18B are parts of a screen shot of a user
interface 238 for enabling a user to enter follow-up actions to be
taken, according to various implementations of the present
disclosure. The user interface 238 may be opened, for example, by
clicking on the detail link in column 237 shown in FIG. 17. Also,
the user interface 238 may be opened when the user clicks on the
"listen" link in column 235. In section 240 of user interface 238,
information about the order, profit center, servicer, customer,
etc. is displayed. Within section 240 is a link 241 that enables a
user to access a voice message, if one is left. In section 242,
information about the survey questions is displayed.
[0106] Section 244 of the user interface 238 enables the user to
check certain listed items to define the customer's issues and
categorize them into classification categories. The list of issues
included in section 244 may be customized for the client based on
the client's needs, based on the particular service provided, based
on the particular product being delivered, or based on any other
factors. Some non-limiting examples of customer issue items listed
in section 244 may include a scheduling issue, an incorrect phone
number, an issue with the contract carrier, a delivery fee issue, a
schedule notification issue, poor service at the store, a damaged
product, the product missing items, the wrong product delivered,
the wrong address, a store or client issue, a voice message
compliment, or any other service issues. In some embodiments, the
selection of at least of the classification items can be required
before a case is closed. By listening to the voice message, the
user may be able to determine the classification of issues
described audibly.
[0107] Section 246 includes a list of possible ways to resolve the
issues marked in section 244. This list may also be customized for
the particular client depending on various factors. Some
non-limiting examples of resolution items listed in section 246 may
include the issuing of a gift card to the customer, passing the
information on the store or client, leaving a voice message for the
client, recording a voicemail summary, or other ways of reaching
resolution. Other items may also include the closure of the
follow-up case based on a failure to contact the customer or a
representative speaking with the customer to resolve some issue,
addressing the issue with the delivery team, or the customer
misunderstanding the survey. The user interface 238 enables the
user to check the appropriate boxes of section 246 as needed. The
user interface 238 may display certain additional information
fields depending on the selections made in section 246. For
example, if the user selects "Passed to Store/Client", the user
interface 238 may prompt the user to enter the name of the person
to which the survey result information is passed. According to
another example, if the user selects "Issue Gift Card", the user
interface 238 may prompt the user to enter the monetary amount of
the gift card to be issued.
[0108] If a voice message is left, the user may listen to the
message by clicking on the link 241 and then may enter a summary of
the voice message in window 248. The window 248 can also be used to
record steps that were taken by different people of the service
group to resolve issues or any other notes that may be necessary
for understanding the issues of the case. The summaries entered in
window 248 are displayed in section 250 when inserted by the user.
The Actions selected in section 246 are also automatically
displayed adjacent section 250. If the follow-up case is to be
closed, the user may check the box 252.
[0109] FIG. 19 is a screen shot of an embodiment of a user
interface 256 for enabling access to survey result information. The
user interface 256 may be created automatically when the survey
recipient leaves a voice message. In this embodiment, the user
interface 256 displays a table 258 having details of the order,
store, carrier, driver, customer, customer contact information,
promised delivery time window, actual arrival time, etc. The user
interface 256 also includes a table 260 displaying the survey
questions, response options, and the answers provided. Table 260
also displays a calculation of the average score. Window 262 shows
a summary of the voice message left by the survey recipient and
textual entries made by the service team monitoring the status of
the survey and follow-up.
[0110] The user interface 256 also includes a link 257 allowing the
user to respond to the survey recipient. Also, the user interface
256 includes a link 264, which allows the user to listen to a
recording of the voice message left by the survey recipient. For
example, the voice message may include any file format, such as a
.wav file, a vox file, etc.
[0111] FIG. 20 is a screen shot of an embodiment of a user
interface 266. The user interface 266 may be created automatically
when the overall score 267 displayed in a survey result section is
below an acceptable threshold. For example, if the survey questions
are based on a five-point scale with "5" representing complete
satisfaction and "1" representing complete dissatisfaction, then a
threshold of about 3.0 (or any other suitable number) may be set.
Therefore, an overall score below 3.0 (in this case) may initiate
the generation of the user interface 266. The user interface 266
may also include a delivery notes section 268 and an order history
section 269. The delivery notes section 268 may include notes that
were recorded when the customer placed an order. As an example, the
delivery notes 268 may be useful for the completion of certain
services. The order history section 269 may include a history of
the order case, survey case, and/or follow-up case of a service
order. Information in the order history section 269 may be entered
manually and/or automatically.
[0112] FIG. 21 is a screen shot of an embodiment of a user
interface 270 for enabling a search of survey responses. The user
interface 270 may be made available to each of the service managers
and other personnel responsible for monitoring the orders, surveys,
and follow-up cases for a service company. The user interface 270
allows the user to search for follow-up cases and view the details
of the follow-up cases. If box 272 is checked, only the follow-up
cases that are still open (or pending) are searched. In field 274,
the user can select one or more profit centers (or business
segments) depending on the need. Also, the user can select the
option to search all the profit centers of the service company.
Fields 276 and 278 allow the user to enter the timeframe in which
the search is made. When the search button 280 is selected, the
user interface 270 is configured to search the database for
follow-up cases that match the search criteria and display the
results in table 282.
[0113] The table 282 includes rows of different entries arranged
with columns for the profit center, the customer receiving the
service ("ship to"), the job number, the time and date the
follow-up case was opened ("reported at"), the deadline, the age of
the follow-up case, whether a low score was received in the survey,
whether a voice message link is available, the number of responses,
whether the follow-up case has been closed, and a details link
linking to the details of the survey. The table 282 may list the
follow-up cases in a sequence from the oldest case to the newest,
ordered according to the age column. The age column may work with a
suitable clock or timing device to update the age of opened cases
every six minutes (0.1 hours). The age may be used by the service
team to give priority to older issues.
[0114] FIGS. 22A and 22B are screen shots of a service issue report
286 according to various implementations of the present disclosure.
The service issue report 286 may be communicated to the client or
store to report issues regarding the order or service that need
attention by the store. The clients may be given the option to
receive such a report at different stages of the follow-up or when
certain situations occur. In this embodiment, the service issue
report 286 includes an information table 288, a survey result table
290, a voice message link 292, and a voice message response table
294 shown in FIG. 22B. The information table 288 includes
information about the order, service, customer, etc., and the
survey result table 290 includes respective responses to the survey
questions. The user can click on the voice message link 292 to
accept the voice message file and listen to the recording. In some
implementations, the voice message response table 294 shows the
voice message summary and a summary of follow-up calls (e.g., by
JBROWN in this example) to the customer to resolve the issues.
[0115] FIG. 23 is a diagram of an embodiment of a quality report
300. In this example, the quality report 300 may be communicated to
the client (i.e., "Acme"). The quality report 300 includes the
client's survey scores broken up among the different regions (e.g.,
starting in this example with the New York region). Also, the
quality report 300 divides each region down to the individual
servicers. With this report, the client can obtain useful
information about the overall success of the delivery teams, the
success of teams within each region, and success of individual
servicers.
[0116] FIG. 24 is a diagram of a survey feedback report 304
according to various implementations of the present disclosure. The
survey feedback report 304 may include a table 306 showing the
daily survey results, a table 308 showing the month-to-date survey
results, and a table 310 showing a response classification matrix.
The survey result reporting module 74 (FIG. 6) may be configured to
send the survey feedback report 304 to the service managers and
other teams of the service group. The report may be transmitted
with an e-mail or may be accessed using a hyperlink. The survey
feedback report 304 may be sent on a periodic basis to keep the
managers and teams up to date. For example, it may be sent on a
daily basis, issued on the morning following the day of service
being reported. The next-day information can be useful for training
or coaching purposes, such as for use by a manager to coach service
teams to practice proper technique and behavior that may better
please the customers. In this way, service teams can be given
immediate feedback based on the previous day's survey
responses.
[0117] The daily survey result table 306 may include numbers broken
out by region. The columns of the daily survey result table 306
include the number of service orders (e.g., deliveries), the number
of surveys completed, the percentages of customers completing the
survey, and an average score goal. The daily survey result table
306 also may include the particular questions of the survey, such
as whether the customer would desire to have the delivery team
back, the appearance of the delivery team, on-time success, call
ahead success, whether the delivery team properly tested and
demonstrated the product, the professional courtesy of the team,
and the overall average score.
[0118] The month-to-date results table 308 may include the same
column divisions as the daily report but for the longer time period
from the first of the month to the present. The response
classification matrix table 310 includes columns for each of a
number of specific customer issues. For example, the table 310 may
include scheduling issues, incorrect phone number issues, contract
carrier issues, notification of deliver time issues, damaged
product issues, address issues, store/client issues, etc.
[0119] According to various implementations, the survey result
reporting module 74 (FIG. 6) may generate one or more reports
describing the issuance of gift cards. For example, the follow-up
action of issuing a gift card may be initiated by a user selecting
the item labeled "Issued Gift Card" in the follow-up actions
section 246 of the user interface 238 (FIG. 18). Gift cards may be
issued when service mistakes, mishaps, or other problems occur. The
gift cards may be used to reimburse, compensate, or in some way
appease the customer for the service problems. Since the service
group is representing the client, the issued gift cards may be
valid only at the client's stores, for example, or in other
embodiments may be valid at any stores.
[0120] The service managers may analyze the events surrounding the
service problems and determine if a particular servicer is at fault
or responsible. If it is determined that a particular servicer is
responsible for the service problem, such as for arriving outside
the promised time window, failing to complete the service, and/or
other problems, then the automated survey system 36 may be
configured to automatically subtract the gift card amount from the
servicer's pay. In this respect, the amount that the managed
services 22 pays for gift card issuance is charged back to the
servicer. However, if the problem is not caused by the servicer but
is caused by other operators or systems, then the servicer is not
held responsible.
[0121] FIG. 25 is a diagram of an embodiment of a survey response
report 314. The survey response report 314 includes tables for
follow-up cases that remain opened and those that are closed. The
survey response report 314 also includes for each case the
customer, classifications of issues, overall score on the survey,
age of the case, summary notes, and access to more details of the
case.
[0122] FIG. 26 is a diagram of an embodiment of a summary quality
report 318 according to various implementations. The summary
quality report 318 includes a first column 320, which includes each
of the stores of a client, divided regionally. A second column 322
includes the overall average survey scores for the respective
stores, and a third set of columns 324 includes the average scores
and number of surveys completed for each of the questions asked on
the surveys. In some embodiments, the survey result reporting
module 74 may be configured to distinguish between the average
scores that meet a particular goal and those that do not meet the
goal. For example, a first score 326 may be displayed in one manner
(e.g., black) while another score 328 may be displayed in a
different manner (e.g., red).
[0123] Many advantages might be gained by a service business or
other entity by the use of the survey network system 34 and
particularly the automated survey system 36 and survey program 54.
For example, one benefit might be the ability to provide rapid
follow-up actions to customers that have issues. In some cases, it
may be possible to resolve the customer's issue within two hours,
which is a desirable service goal for a service company. By
responding to issues quickly, the overall customer satisfaction
level of a service group can be high.
[0124] Another advantage might be the aspect of performing the
survey using an automated system as opposed to a survey conducted
by a live operator. An automated system may allow the survey
recipient to answer more truthfully and may also lead to a high
survey participation rate. For example, many surveys have a
participation rate of under 10%. However, with the automated survey
system 36 described herein, a participation rate of about 40% or
higher can been achieved. In this respect, the service company can
obtain a larger sample of data that may better define the
satisfaction level of the customers. Also, by conducting the survey
at an advantageous time, which is controlled by the automated
survey system 36, customers are more likely to take the survey and
likely to answer more accurately, because the service experience
might still be fresh in their minds.
[0125] One should note that conditional language, such as, among
others, "can," "could," "might," or "may," unless specifically
stated otherwise, or otherwise understood within the context as
used, is generally intended to convey that certain embodiments
include, while other embodiments do not include, certain features,
elements and/or steps. Thus, such conditional language is not
generally intended to imply that features, elements and/or steps
are in any way required for one or more particular embodiments or
that one or more particular embodiments necessarily include logic
for deciding, with or without user input or prompting, whether
these features, elements and/or steps are included or are to be
performed in any particular embodiment.
[0126] It should be emphasized that the above-described embodiments
are merely possible examples of implementations, merely set forth
for a clear understanding of the principles of the present
disclosure. Any process descriptions or blocks in flow diagrams
should be understood as representing modules, segments, or portions
of code which include one or more executable instructions for
implementing specific logical functions or steps in the process,
and alternate implementations are included in which functions may
not be included or executed at all, may be executed out of order
from that shown or discussed, including substantially concurrently
or in reverse order, depending on the functionality involved, as
would be understood by those reasonably skilled in the art of the
present disclosure. Many variations and modifications may be made
to the above-described embodiment(s) without departing
substantially from the spirit and principles of the present
disclosure. Further, the scope of the present disclosure is
intended to cover any and all combinations and sub-combinations of
all elements, features, and aspects discussed above. All such
modifications and variations are intended to be included herein
within the scope of the present disclosure, and all possible claims
to individual aspects or combinations of elements or steps are
intended to be supported by the present disclosure.
* * * * *