U.S. patent application number 16/929065 was filed with the patent office on 2020-11-05 for interactive feedback system.
This patent application is currently assigned to CandidCoffee, Inc.. The applicant listed for this patent is CandidCoffee, Inc.. Invention is credited to Thomas K.R. Stovall.
Application Number | 20200349615 16/929065 |
Document ID | / |
Family ID | 1000004957775 |
Filed Date | 2020-11-05 |
United States Patent
Application |
20200349615 |
Kind Code |
A1 |
Stovall; Thomas K.R. |
November 5, 2020 |
INTERACTIVE FEEDBACK SYSTEM
Abstract
A feedback system including a controller configured to: register
a system account for each of a plurality of users, wherein the
feedback system account includes a unique identification code for
each of the plurality of users; provide a graphic user interface
through which a first user: generates a request for feedback;
selects one or more groups to which to communicate the request for
feedback, where in the selection of the groups includes associating
one or more unique identification codes with each of the groups;
receives feedback from at least a second user associated with a
unique identification code associated with one of the groups,
wherein, upon receipt of the feedback from the second user, the
first user is automatically authorized to reply to the second user;
and accesses feedback analytics related to the feedback received in
response to the request for feedback.
Inventors: |
Stovall; Thomas K.R.;
(Matteson, IL) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
CandidCoffee, Inc. |
Chicago |
IL |
US |
|
|
Assignee: |
CandidCoffee, Inc.
|
Family ID: |
1000004957775 |
Appl. No.: |
16/929065 |
Filed: |
July 14, 2020 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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14222574 |
Mar 21, 2014 |
10740805 |
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16929065 |
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61803914 |
Mar 21, 2013 |
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Current U.S.
Class: |
1/1 |
Current CPC
Class: |
G06Q 30/0282
20130101 |
International
Class: |
G06Q 30/02 20060101
G06Q030/02 |
Claims
1. A feedback system comprising: a controller; and a memory coupled
to the controller, wherein the memory is configured to store
program instructions executable by the controller; wherein in
response to executing the program instructions, the controller is
configured to: associate a unique identification code for each of a
plurality of users; provide a graphic user interface through which
each user may send feedback to other users, request feedback from
one or more other users, respond to feedback from other users, and
view feedback analytics, wherein the graphic user interface
includes a feedback form interface through which each user
providing feedback enters freeform text via a freeform text
feedback input and a selected feedback tone category via a feedback
tone category input, wherein the selected feedback tone category is
identified by the user providing feedback as representative of the
tone of the free form text; wherein, when a first user provides
feedback to a second user, the controller generates a unique
communication thread for communications related to the feedback,
wherein the feedback is tagged by the controller according to the
selected feedback tone category; wherein the controller tracks the
feedback by its relationship with one of the plurality of unique
identification codes and generates feedback analytics including
aggregated feedback tone category analytics; and wherein for each
feedback requested from a plurality of other users, the controller
tracks the number of feedback received having a second selected
feedback tone.
2. The system of claim 1 where the first user provides feedback to
the second user anonymously, such that the identity of the first
user is unknown to the second user.
3. The system of claim 1 wherein the plurality of users includes
one or more users that is an individual and one or more of users
that is a business.
4. The system of claim 3 wherein the second user is a business.
5. The system of claim 4 wherein the business is a business
unit.
6. The system of claim 5 wherein the business unit is a business
location.
7. The system of claim 5 wherein the business unit is a business
department.
8. The system of claim 5 wherein the business unit is an
employee.
9. The system of claim 4 wherein the first user is an individual
for which the unique identification code is associated with
demographic information.
10. The system of claim 9 wherein the first user is an individual
for which the unique demographic information is a location.
11. The system of claim 1 wherein, requesting feedback from other
users includes the steps of: generating a new request for feedback;
selecting one or more groups to which to communicate the request
for feedback, where in the selection of the groups includes
associating one or more of the unique identification codes with
each of the groups; receiving feedback from at least a responding
user whose associated unique identification code is associated with
one of the groups, wherein, upon receipt of the feedback from the
responding user, a unique communication thread is generated for
communications related to the feedback; and accessing feedback
analytics related to the feedback received in response to the
request for feedback.
12. The system of claim 11 wherein the group is selected such that
the users associated with the group of one or more unique
identification codes share common demographic information.
13. The system of claim 12, wherein the common demographic
information is a location.
14. A feedback system comprising: a controller; and a memory
coupled to the controller, wherein the memory is configured to
store program instructions executable by the controller; wherein in
response to executing the program instructions, the controller is
configured to: associate a unique identification code for each of a
plurality of users; provide a graphic user interface through which
a first user: generates a request for feedback; selects one or more
groups to which to communicate the request for feedback, where in
the selection of the groups includes associating one or more unique
identification codes with each of the groups; receives feedback
from at least a second user associated with a unique identification
code associated with one of the groups, wherein, upon receipt of
the feedback from the second user, a unique communication thread is
generated for communications related to the feedback, and wherein
the feedback is associated with the unique identification code of
the second user providing the feedback and wherein the graphic user
interface includes a feedback form interface through which the
second user enters freeform text via a freeform text feedback input
and a selected feedback tone category via a feedback tone category
input, wherein the selected feedback tone category is the feedback
tone identified by the second user as representative of the tone of
the free form text; and accesses feedback analytics related to the
feedback received in response to the request for feedback; wherein
the feedback analytics include a number of feedback received having
the first selected feedback tone.
15. The system of claim 14, wherein the group is selected such that
the users associated with the group of one or more unique
identification codes share common demographic information.
16. The system of claim 15, wherein the common demographic
information is a location.
17. The system of claim 15, wherein the feedback received from the
second user is anonymous.
18. The system of claim 14, wherein the first user is a business
and the second user is an individual.
19. The system of claim 18, wherein the request for feedback
relates to a business location.
20. The system of claim 14, wherein the request for feedback
relates to a business unit.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This application incorporates by reference and claims the
benefit of priority to U.S. patent application Ser. No. 14/222,574,
filed Mar. 21, 2014, which incorporates by reference and claims the
benefit of priority to U.S. Provisional Patent Application No.
61/803,914, filed Mar. 21, 2013.
BACKGROUND OF THE INVENTION
[0002] The present subject matter relates generally to a system for
interactive feedback between consumers and businesses. More
specifically, the present invention relates to systems that enable
users to send feedback other users, to request feedback from other
users, to respond to feedback, and to view summaries and statistics
of feedback received. Using the systems and methods described
herein, individuals and companies can send, receive, respond to,
and request feedback conversations that are tracked by company, by
location, by department, by employee, by user group, and by
individual user. The users are also able to view summaries and
statistics of the feedback and feedback requests sent and received
using the systems and methods described herein.
[0003] Receiving feedback from consumers is an important business
process. Feedback helps businesses to correct mistakes, find new
opportunities, reduce cost, and create value. Likewise, consumers
find value in providing feedback to businesses so that the business
may meet the customers' needs, to compliment good service, or to
remedy poor service.
[0004] Previous approaches to providing and receiving feedback to
businesses have generally been ad hoc and incomplete. One previous
feedback mechanism is the feedback card. This form of feedback
fails to take advantage of the speed offered by new technologies.
Additionally, the right party in the business for the feedback may
not necessarily receive feedback cards. Newer technologies, such as
feedback email addresses, may speed the delivery of feedback, but
do not ensure that the feedback is received by the appropriate
party. There is a need for feedback that is quickly received by the
correct party.
[0005] Additionally, previous feedback systems failed to direct
feedback to the appropriate business unit to receive and act on the
feedback. For example, a business may have many different business
locations. A customer may want to provide feedback about the
specific location, provide feedback to certain employees, or
provide feedback to the corporate office. Previously used in-store
feedback cards may not provide the consumer a sufficient assurance
that the feedback will be seen by corporate. Additionally, previous
systems provide little expectation of a timely response.
[0006] Further, previous feedback mechanisms failed to provide
summary statistics to permit decision makers to leverage feedback
to find actionable insights.
[0007] Accordingly, there is a need for a feedback system to send
feedback to other users, request feedback from other users, to
respond to feedback, and to view summaries and statistics of
feedback received, as described herein.
BRIEF SUMMARY OF THE INVENTION
[0008] To meet the needs described above and others, the present
disclosure provides an interactive feedback system enabling
communication between consumers, businesses, employees, etc. The
systems and methods generally provide functionality for businesses
to connect with any other company and any individual who is
connected to their business in any way, whether as an advisor,
investor, supplier, distributor, contractor, employee, customer,
affiliate, strategic partner, etc. The systems and methods
described herein apply for all business connections, as will be
recognized by those skilled in the art based on the descriptions
provided herein.
[0009] On the personal side, the systems and methods enable
individuals to connect to any business or other personal user with
whom they desire to send, receive, respond to, and request feedback
conversations. For sake of clarity, most of the examples provided
herein are framed from the perspective of business to individual
communications. These examples are not intended to be limiting.
[0010] The feedback system may be provided as a user device
application running on a mobile device that communicates with a
server to permit communication between consumers and businesses.
Using the mobile application, users may send feedback to other
users, request feedback from other users, respond to feedback, and
view summaries and statistics of feedback received (i.e., feedback
analytics). When using the feedback system, the feedback system may
present to the user a user interface including a series of screens
to perform the functionality of the system by receiving input and
providing output.
[0011] Individual users may use the feedback system to send
feedback to other individual users that the user is connected to in
the feedback system and to companies in the feedback system. Users
may be individuals, companies, company subunits, employees, etc.
For a company in the feedback system, feedback may be directed to
the company as a whole, to specific locations, to specific
departments, and to specific employees. Feedback may be sent under
the user's name, or may be sent anonymously. Any user who receives
feedback in the feedback system may reply to the feedback the user
has received to begin a conversation.
[0012] Feedback may include: a freeform text feedback where the
user may provide written comments, a selection of a category of
feedback, e.g. whether the feedback is praise, a critique, or a
suggestion; a selection of the type of feedback, e.g., Ambiance,
Customer Service, Safety Concern, Location, Product Quality,
Cleanliness, Staff, etc. Feedback may identify the party to receive
the feedback. In an embodiment, the feedback may be directed to
users that the user has connected with using social connections
functionality. In other embodiments, GPS functionality of a user
device may be used to locate nearby businesses to which feedback
may be provided. In further embodiments, the user may use an
identification code provided by another user to identify that user
to the system and provide feedback and/or connect with that user
using the social connections functionality.
[0013] The feedback system may include connections functionality to
connect users on the feedback system. For example, companies may
add managers and employees to the company profile and assign them
to them to specific locations and or departments. Each employee may
have associated permissions that may or may not permit the employee
to communicate with customers in the feedback system, to view
analytics for the business or business units, or to otherwise
interact with the customers of the business.
[0014] Employees, other users, and other companies may connect to a
company's account and leave feedback, and that company may send
responses through the feedback system directly to those users who
left feedback. Feedback for a company or a company subunit may be
delegated to administrators who may engage in conversations with
the user providing the feedback. Further, some conversations may
include multiple parties. For example, users may create groups in
the app to manually segment their connections in specific ways that
make their responses to certain feedback requests more targeted and
contextual, i.e.--Suppliers, Distributors, Investors, Friends,
Colleagues, etc.
[0015] In an embodiment, a user may use the feedback system to send
unsolicited feedback. For example, using a mobile device, a user
may access a feedback form screen of the feedback system for
inputting feedback to send to another user, such as a business. On
the feedback form screen, the user may first select a feedback
type, such as feedback or suggestion. Then, the user may also
select a feedback tone category such as praise, critique. Next, the
user may enter comments into a freeform text feedback box. After
that, the user may select a recipient using recipient selection
screens. Further, the user may elect to make the feedback anonymous
by activating the anonymity button. Finally, when the user is
satisfied with the feedback, the user may select the send button to
trigger the feedback system to deliver the feedback to the
recipient. It is contemplated that in other embodiments, feedback
may include further information. For example, feedback may include
a rating to indicate satisfaction with their interaction with the
business. Further, the submission of the feedback may be
accompanied by social media functions such that the user can first
share the feedback to the company and then be prompted to share to
the feedback across one or more of the user's social networks,
including the communication of the business's identification code
such that others in the social network may also provide feedback to
the business or may otherwise connect with the business.
[0016] In an embodiment, the feedback system may further permit a
user, such as a business, to solicit feedback from other users by
sending a request for feedback. For example, using a mobile device,
an employee of the business may access a request for feedback
screen of the feedback system. The request for feedback screen may
include a freeform text box to input the feedback request text. A
sender input may permit the user to select the sender of the
request for feedback, such as their business or personal account. A
feedback request type button may permit the user to choose between
requesting direct feedback or open feedback. Direct will send
request to a selected group of individuals and allow a specified
amount of time for individuals to answer requests. Open will create
a QR code and/or request identification code that can be used by
users to respond to a request for feedback. The user may select a
recipient using a recipient selection input. The user may also
specify a close time to limit the time users have to provide the
feedback and encourage promptly answering the request for feedback.
In an embodiment, the feedback system may permit users to limit
response time for direct requests to a limited time period, for
example, within 6 hrs, 12 hrs, 24 hrs, 48 hrs, etc.
[0017] When a user receives a request for feedback, the user may
access a request response screen of the feedback system to enter a
response. The request response screen may display details of the
request for feedback, such as: feedback request text; sender;
identification code of the sender; and close time. The user may
select a feedback tone category, such as praise or critique, and
enter feedback comments into a freeform feedback box. The user may
choose to send the feedback anonymously using an anonymity button.
After entering the comments, the user may click the send button to
send the feedback to sender of the request for feedback.
[0018] The feedback system may include functionality to view
summaries and statistics of feedback received. For example, company
administrators and employees can view analytics for any unsolicited
feedback received or responses to feedback requests for any
location, department, or employee that they have hierarchal
permission to view. Additionally, individual users, such as
employees, may view analytics for any unsolicited feedback received
or responses to feedback requests sent and received.
[0019] For example, a business statistics screen of the feedback
system may permit viewing of summary statistics of the feedback
received by a business. The business statistics screen may include
overview information of the business, such as the number of
locations, number of departments, number of employees, number of
managers, number of groups, and number of connections. An overview
praise statistic may show the percentage of feedback received that
was categorized as praise. A total requests statistic may list the
number of requests for feedback sent, and list the total praise,
and total critiques. A total feedback messages statistic may list
the number of messages of feedback received, and list the total
feedback praise, total feedback critiques, and the total
suggestions.
[0020] As another example, a business subunit summaries screen of
the feedback system may display summary statistics of the feedback
received by the subunits of a business. The business subunit
summaries screen may include a listing of various business
subunits, such as locations, departments, employees, etc. For each
subunit, the business subunit summaries screen may include a
subunit praise statistic that may reflect the percentage of
positive feedback that the subunit has received.
[0021] In some embodiment, the feedback system may enable feedback
collaborations between companies. For example, many companies sell
products to distributors rather than the end customer, and thus
have no way to communicate directly with the end customer. Using
the feedback system, the distributor may permit the company to send
an indirect request for feedback directly to its consumers. The
feedback, analytics, etc. from that request may be forwarded to the
company without permitting the company direct access to the
relationships and connections of the distributor.
[0022] In some embodiments, the feedback system may be integrated
with point-of-sale retail systems. By linking the systems, every
purchase online and at every cash register of a user of the
feedback system may be fed into a user's profile so that the
company knows what the user purchased. Further, users may then be
queried for feedback regarding the user's purchase experience.
Additionally, the feedback system may permit the business to
follow-up and ask customers would they like to purchase additional
items, such as related goods and services.
[0023] In some embodiments, the feedback system may permit a
business user to compare their summaries and statistics to other
users. For example, the feedback system may include a standardized
rating system. The rating system may rate or rank businesses in the
feedback system. The ratings may include feedback-rating
percentages broken down by Country, Region, Industry, and Business
Type for all companies in every market and segment across the
world. Additionally, a real-time, trending, public dashboard may
allows customers to view a feedback message board as well as
feedback approval rating percentages for specific companies all
over the world. Additionally, the rating system may compare
companies against each other in specific categories like Customer
Service, Product Quality, Cleanliness, Staff Knowledgeability, etc.
The rating comparisons may be viewed by businesses and users so
that the rating may be both used as a business intelligence tool
for business-to-business ranking of companies, and as a simple tool
for a user looking to find businesses based on feedback from
customer feedback of that business.
[0024] In an embodiment, the feedback system includes: a
controller; and a memory coupled to the controller, wherein the
memory is configured to store program instructions executable by
the controller; wherein in response to executing the program
instructions, the controller is configured to: register a system
account for each of a plurality of users, wherein the feedback
system account includes a unique identification code for each of
the plurality of users; provide a graphic user interface through
which each user may send feedback to other users, request feedback
from other users, respond to feedback from other users, and view
feedback analytics, wherein the graphic user interface provides a
selected feedback tone category and a freeform text feedback input;
wherein, when a first user provides feedback to a second user, a
unique communication thread is generated for communications related
to the feedback; wherein the feedback is tracked by its
relationship with a unique identification code to generate feedback
analytics including aggregated selected feedback tone category
analytics.
[0025] In an embodiment, the feedback tone category is selected
from the group consisting of praise and critique. Additionally, in
some embodiments, the first user provides feedback to the second
user anonymously, such that the identity of the first user is
unknown to the second user.
[0026] In an embodiment, the plurality of users includes one or
more users that is an individual and one or more of users that is a
businesses. Additionally, in some embodiment, the second user is a
business. Further in some embodiments, the business is a business
unit. In some embodiments, the business unit is a business
location. And in some embodiments, the business unit is a business
department. Further, in some embodiments, the business unit is an
employee.
[0027] In an embodiment, the first user is an individual for which
the unique identification code is associated with demographic
information. Additionally, in some embodiments, the first user is
an individual for which the unique demographic information is a
location.
[0028] In some embodiments, requesting feedback from other users
includes the steps of: generating a request for feedback; selecting
one or more groups to which to communicate the request for
feedback, where in the selection of the groups includes associating
one or more unique identification codes with each of the groups;
receiving feedback from at least a second user associated with a
unique identification code associated with one of the groups,
wherein, upon receipt of the feedback from the second user, the
first user is automatically authorized to reply to the second user;
and accessing feedback analytics related to the feedback received
in response to the request for feedback.
[0029] In an embodiment, the group is selected such that the users
associated with the group of one or more unique identification
codes share common demographic information. And, in some
embodiments, the common demographic information is a location.
[0030] In another embodiment, a feedback system for generating
direct requests includes: a controller; and a memory coupled to the
controller, wherein the memory is configured to store program
instructions executable by the controller; wherein in response to
executing the program instructions, the controller is configured
to: register a system account for each of a plurality of users,
wherein the feedback system account includes a unique
identification code for each of the plurality of users; provide a
graphic user interface through which a first user: generates a
request for feedback; selects one or more groups to which to
communicate the request for feedback, where in the selection of the
groups includes associating one or more unique identification codes
with each of the groups; receives feedback from at least a second
user associated with a unique identification code associated with
one of the groups, wherein, upon receipt of the feedback from the
second user, a unique communication thread is generated for
communications related to the feedback; and accesses feedback
analytics related to the feedback received in response to the
request for feedback.
[0031] In an embodiment, the group is selected such that the users
associated with the group of one or more unique identification
codes share common demographic information. Additionally, in some
embodiments, the common demographic information is a location.
Further, in some embodiments, the feedback received from the second
user in anonymous. Even further, in some embodiments, the feedback
received from the second user includes a selected feedback tone
category selected from the group consisting of praise and
critique.
[0032] In another example, a feedback system for generating open
requests includes: a controller; and a memory coupled to the
controller, wherein the memory is configured to store program
instructions executable by the controller; wherein in response to
executing the program instructions, the controller is configured
to: register a system account for each of a plurality of users,
wherein the feedback system account includes a unique
identification code for each of the plurality of users; provide a
graphic user interface through which a first user: generates a
request for feedback, wherein the request for feedback includes a
unique identification code; publicly communicates the request for
feedback and the unique identification code to an unspecified
audience; receives feedback from at least a second user associated
with a unique identification code, wherein, upon receipt of the
feedback from the second user, a unique communication thread is
generated for communications related to the feedback; and accesses
feedback analytics related to the feedback received in response to
the request for feedback.
[0033] The systems and methods described herein are primarily
directed to requesting, providing, and receiving feedback, as shown
by the primary examples. However, it is contemplated that the same
infrastructure may be particularly well adapted to providing offers
to customers and potential customers. For example, rather than
sending an open request for feedback or a direct request for
feedback, a user may use the communication channels established in
the systems and methods described to provide an offer to a
customer. By applying a unique identification code to each user and
to an offer, the communication and analytics properties described
herein may be applied to the offers. These offers may additionally,
or alternatively, be piggybacked onto communications related to a
request for feedback. For example, in response to specific praise
or criticism, a business may reward a customer with a discount code
or other coupon or reward. The systems and methods described herein
are particularly well-adapted for providing targeted offers and
rewards to specific users, as will be recognized by those skilled
in the art based on the descriptions provided herein.
[0034] Additional functionality may be provided such that any time
a request for feedback is made (open request or direct request), an
associated microsite may be generated. A QR code, link, or other
access path may be generated to enable third parties to access the
microsite to provide feedback. The feedback received at the
microsite is not limited to users that have assigned identification
codes. Rather, the feedback received at the microsite may be
provided by any person and may be funneled into a generic feedback
bucket. Because the feedback is provided without an identification
code, the recipient of the feedback is not able to communicate back
to the person providing the feedback. This functionality enables
the feedback net to expand to cover any person with access to the
Internet, even if the person is not a user registered in the
system. Similarly, there may be a unique microsite associated with
each entity/user, regardless of whether the user has requested
feedback. Such microsite may be automatically generated when a user
is assigned an identification code.
[0035] An object of the invention is to provide consumers a way to
send fast, direct to feedback to businesses.
[0036] Another object of the invention is to provide a channel to
received consumer feedback quickly and accurately.
[0037] An advantage of the invention is that it provides a
mechanism to engage consumers directly about their experiences with
a company.
[0038] Another advantage of the invention is that it provides a
mechanism to reach out to consumers to obtain further feedback.
[0039] A further advantage of the invention is that it provides
statistical insights into received feedback.
[0040] Additional objects, advantages and novel features of the
examples will be set forth in part in the description which
follows, and in part will become apparent to those skilled in the
art upon examination of the following description and the
accompanying drawings or may be learned by production or operation
of the examples. The objects and advantages of the concepts may be
realized and attained by means of the methodologies,
instrumentalities and combinations particularly pointed out in the
appended claims.
BRIEF DESCRIPTION OF THE DRAWINGS
[0041] The drawing figures depict one or more implementations in
accord with the present concepts, by way of example only, not by
way of limitations. In the figures, like reference numerals refer
to the same or similar elements.
[0042] FIG. 1 illustrates the ecosystem of an example of a feedback
system.
[0043] FIG. 2 is an example feedback form screen of the feedback
system for inputting feedback to send to another user.
[0044] FIG. 3 is an example recipient category selection screen of
the feedback system for searching recipients by category.
[0045] FIG. 4 is a diagram illustrating the relationship between
various feedback units in the feedback system.
[0046] FIG. 5 is an example send feedback dashboard screen of the
feedback system for viewing sent feedback and requests for
feedback.
[0047] FIG. 6 is an example receive feedback dashboard of the
feedback system for viewing the feedback of a user.
[0048] FIG. 7 is an example view critiques screen of the feedback
system for viewing feedback critical of the user.
[0049] FIG. 8 is an example create request for feedback screen of
the feedback system for creating a request for feedback.
[0050] FIG. 9 is an example request response screen of the feedback
system for responding to a request for feedback.
[0051] FIG. 10 is an example feedback detail screen of the feedback
system for viewing the feedback in detail.
[0052] FIG. 11 is an example response to feedback screen of the
feedback system for responding to feedback from another user.
[0053] FIG. 12 is an example of a conversation view screen of the
feedback system for viewing a feedback conversation with another
user.
[0054] FIG. 13 is an example feedback request dashboard screen of
the feedback system for viewing feedback conversations initiated
using a request for feedback.
[0055] FIG. 14 is an example of a business statistics screen of the
feedback system for viewing summary statistics of the feedback
received by a business.
[0056] FIG. 15 is an example of a business subunit summaries screen
of the feedback system for displaying summary statistics of the
feedback received by the subunits of a business.
DETAILED DESCRIPTION OF THE INVENTION
[0057] FIG. 1 illustrates the ecosystem of an example of a feedback
system 10. As shown in FIG. 1, the feedback system 10 may include a
user device 30 running a feedback application in communication with
a server 15 accessible over a network 40, such as the Internet.
Users 20 may include employees 22 of a business 24. It is
understood that many types of organizations may choose to use the
feedback system 10, for convenience, business 24 may refer to any
non-individual user 20 of the feedback system 10. Every user 20 in
the system and collections of users 20 may be represented by a
unique identification code 95 (FIG. 6). Users 20 may link their
feedback system 10 account with other social media, such as
Facebook or Twitter, to permit businesses 24 to monitor user
feedback 55 across multiple media channels.
[0058] FIG. 2 is an example feedback form screen 50 of the feedback
system 10 for inputting feedback 55 to send to another user 20. At
any time, a user 20 may choose to provide feedback to another user
20, such as a business 24, and may access the feedback form screen
50. Through the feedback form screen 50, the user 20 may first
select a feedback type 60, such as "feedback" or "suggestion."
Then, the user 20 may select a feedback tone category 70 such as
"praise" or "critique." Next, the user 20 may enter comments into a
freeform text feedback input 80. After that, the user 20 may select
a recipient 90 using recipient selection screens. The recipient 90
may be another user 20 or may be multiple users 20, such as a group
27. Further, the user 20 may elect to make the feedback anonymous
by activating the anonymity button 100. Finally, when the user 20
is satisfied with the feedback 55, the user may select the send
button 105 to trigger the feedback system 10 to deliver the
feedback 55 to the recipient 90. In further embodiments, the user
20 may be permitted to include images, videos, files, etc. as part
of the feedback 55.
[0059] Accordingly, in one specific embodiment of the feedback
system 10, a user 20 may use the feedback form screen 50 to provide
feedback classified as a specific feedback type (e.g., feedback,
suggestion, etc.), and a specific feedback tone category (e.g.,
limited to a binary choice between either praise or critique),
accompanying freeform feedback comments 85. Thus, even freeform
feedback comments 85 may be quickly sorted and categorized for
purposes of analytics, particularly aggregated analytics from one
or more users 20. It is contemplated that in other embodiments,
feedback may include further information. For example, feedback may
include a rating to indicate satisfaction with their interaction
with the business 24.
[0060] To find recipients 90, the users 20 may access a recipient
category selection screen 120 of the feedback system 10, as shown
in FIG. 3. The recipient category selection screen 120 may be used
for searching recipients 90 by connection groups 130. Connection
groups 130 may include, for example: all connections 131, companies
and organizations 132, people 133, groups 134, and unconfirmed
connections 135. After selecting a connection group 130, the user
20 may be presented with a list of recipients 90 in that connection
group 130. A connection group 130 may represent the connections of
a business 24, locations 25, departments 26, employees 22, and
group 27. Connection groups 130 may be hierarchical, such that
selecting a connection group 130 may reveal further connection
groups 130. For example, if the user 20 selects companies and
organizations 132, a list of connection groups 130 each
representing a business 24 may be displayed. The user 20 may browse
a connections group 130 for a business 24 find other users 20, such
as a location 25, based on the hierarchical relationships between
users 20. Users may additionally search other users 20 using a
search box 310. The search box 310 may permit users to further
limit recipients 90 to businesses 90 or public figures.
[0061] To better illustrate the relationship between users 20 in
the feedback system 10, FIG. 4 is a diagram illustrating the
relationships between various types of users 20. As shown, the
feedback system 10 may permit business 40 to have user accounts for
the business 40 and business subunits, such as locations 25,
departments 26, employees 22, and connections 28. When browsing the
feedback system 10, a user 20 may navigate the connection groups
130 representing the hierarchical relationships to find a desired
user 20.
[0062] The hierarchical relationship between users 20 may be
managed using the identification codes 95. Each identification code
95 may be a trackable unique identifier generated automatically for
every single user 10 and entity in the feedback system 10 (such as
a request for feedback 160, business 24, location 25, group 27,
etc.). Users 20 may use another user's identification code 95 to
establish a connection with that user 20 and/or to provide feedback
55 to that user. Additionally, the feedback system 10 may require a
user 20 to use another user's identification code 95 when signing
up in order to track the individual or business referring a new
user 20.
[0063] Users 20 may manually sort users 20 connected to their
account into groups 27. A group 27 may be given its own
identification code 95. New users 20 may be given the
identification code 95 of a group 27 to permit that user 20 to
connect with the user 20 that created the group 27. Using this
functionality, a business 24 may create a group 27 and use the
identification code 95 of that group 27 in their advertisements to
pre-segment new connections into different groups 27. By separating
users 20 into groups 27 identifiable with the identification code
95, a user 20 may target those groups 27 with requests for feedback
160, and view statistics relating to the feedback 55 received from
those groups 27.
[0064] To navigate the feedback a user 20 has provided or received,
the user 20 may access various dashboards. For example, FIG. 5 is
an example send feedback dashboard screen 300 of the feedback
system 10 for viewing sent feedback 150 and requests for feedback
160. A user 20 may access the send feedback dashboard screen 300 to
view incoming requests for feedback 160 or sent feedback 150. The
user 20 may select a request for feedback 160 to respond to the
request on a request response screen 370. In other embodiments, a
user 20 may be given an identification code 95, for example, via
scanning a QR code, to access a request for feedback 160.
Additionally, a user 20 may select an item of sent feedback 150 to
view the feedback conversation 170. The user 20 may use a search
box 310 to search requests for feedback 160 and sent feedback 150
by message wording, sender name or identification code, recipient
name or identification code, type and feedback tone category,
etc.
[0065] As another example of a dashboard, FIG. 6 is an example
receive feedback dashboard screen 330 of the feedback system for
viewing the user's own feedback 55. A user 20 may receive feedback
55 from any other user 20. Feedback 55 may include feedback
categories 70 such as praises 72 and critiques 74, and may also
include suggestions 76. The receive feedback dashboard 320 may show
summary statistics for each feedback tone category. In the example
shown in FIG. 6, the feedback dashboard screen 330 includes the
user 20, identification code 95, total number 331 of feedback
messages. Statistics concerning feedback 55 may be displayed for
each of praises 72, critiques 74, and suggestions 76, and may
include: number viewed 335, number responded 332, number unread
333, number ignored 334, and number requesting another opinion 335.
The user 20 may click on praises 72, critiques 74, and suggestions
76 to bring up a screen listing feedback conversations 170. In
other embodiments, in addition to statistics for praises 72,
critiques 74, and suggestions 76, the example receive feedback
dashboard screen 330 may include summaries and statistics for
feedback categories 70 based on tags assigned to received feedback
55.
[0066] For example, FIG. 7 is an example view critiques screen 340
of the feedback system 10 for viewing feedback critical of the user
20. Similar screens may be provided for praises 72 and suggestions
76. The view critiques screen 340 may list feedback conversations
170. For each feedback conversations 170, the view critiques screen
340 may include: a preview 510 of the feedback comments 85; the
status 540 of the feedback comments 85; the time 410 the feedback
55 was sent; and the last action 345 taken by the user 20 in the
feedback conversations 170.
[0067] FIG. 8 is an example create request for feedback screen 350
of the feedback system 10 for creating a request for feedback 160.
A user 20 may access create request for feedback screen 350
directly, or by choosing to request further feedback using the
request another opinion button. The request for feedback screen 350
may include a freeform text box 351 to input the feedback request
text 162. A sender input 352 may permit the user 20 to select the
sender 164 of the request for feedback 160, such as their business
or personal account. A feedback request type button 353 may permit
the user 20 to choose between requesting direct feedback or open
feedback. A direct request for feedback 160 is made by sending a
request to a selected group of users 20, optionally including a
specified amount of time for users 20 to answer the request. The
user 20 may select a recipient 90 using a recipient selection input
354. By contrast, an open request for feedback 160 creates a QR
code and/or request identification code 95 that can be used by
users 20 to respond to a request for feedback 160, but is not
necessarily sent directly to specific users 20. For example, an
open request for feedback 160 may be made by providing a QR code in
a print advertisement or in video advertising from which any viewer
may provide feedback 55. The user 20 may also specify a close time
165 to limit the time users 20 have to provide the feedback and
encourage promptly answering the open request for feedback 160. In
an embodiment, the feedback system 10 may permit users to limit
response time for direct requests to a limited time period, for
example, within 6 hrs, 12 hrs, 24 hrs, 48 hrs, etc. In some
embodiments, requests for feedback 160 may include discounts or
incentives. These discounts and incentives may be for limited
times, and may be used to encourage writing feedback 55 or further
engagement with the business 24.
[0068] In response to feedback 55 received in the system 10, the
system 10 creates a unique communication thread (i.e., organized
grouping of communications related to the feedback 55) to which all
related communications are tied. The communication thread may
receive its own unique identification code 95 to help to organize
the communications.
[0069] It is contemplated that in some version of the feedback
system 10, the only way a business can open a communication thread
with a customer is by using an open request or a direct request,
but non-business users 20 can initiate communication with
businesses without the limitations of an open or direct
request.
[0070] As noted, requests for feedback 160 may be each given an
identification code 95. Identification codes 95 may be given out as
a part of a marketing campaign. For example, in such a campaign,
the business 24 may distribute a number of distinct ads targeted at
specific groups of identification codes 95. The business 24 may
then request feedback using the identification code 95 of a request
for feedback 160. For each identification code 95, the feedback 55
may aggregate the responding users 20 into groups 27 associated
with the identification code 95 each user 20 referenced. Using the
statistics and summary functionality, the business 24 may then
learn how its various advertisements performed across various
groups. For example, the business 24 could run tests of three
distinct ads in each of the various U.S. regions and quickly learn
which ads fare best in each region.
[0071] If the user 20 selects a request for feedback 160, the user
20 is taken to the request response screen 370 shown in FIG. 9. The
request response screen 370 may display details of the request for
feedback 160, such as: feedback request text 162; sender 164;
identification code 95 of the sender 164; and close time 165. The
feedback sender 164 may include both the business 24 sending the
request for feedback 160 and the details of an individual sending
employee 22, such as a name and picture, to create the feel of a
genuine human connection. The user 20 may select a feedback tone
category 70, such as praise or critique, and enter feedback
comments 85 into a freeform feedback input 80. The user 20 may
choose to send the feedback anonymously using an anonymity button
100. After entering the comments, the user 20 may click the send
button 105 to send the feedback 55 to sender 164 of the request for
feedback 160.
[0072] FIG. 10 is an example feedback detail screen 400 of the
feedback system 10 for viewing the feedback 55 in detail. The
feedback detail screen 400 may permit the user 20 to view the
details of the feedback 55, including the feedback tone category
70, the feedback comments 85, the user 20 providing the feedback
55, the time 410 that the feedback 55 was posted. The feedback
detail screen 400 may further provide a respond button 420 to take
the user to a response to feedback screen 450, a request another
opinion 430 button to permit the user to request further feedback
55 using a request for feedback 160, and an ignore button 440 to
mark the feedback 55 as ignored. In other embodiments, the feedback
detail screen 400 may include an input to flag feedback 55 with
different levels of importance, such as "urgent," when needed.
Additionally, in other embodiments, the feedback detail screen 400
may include tagging functionality to permit users 20 to tag
feedback 55 for later searching. Tags may act as further feedback
categories 70, and summaries and statistics may be provided for
each tag.
[0073] If the user 20 clicks the respond button, the user interface
displays the response to feedback screen 450 shown in FIG. 11. The
response to feedback screen 450 may include the details of the
feedback 55, such as the feedback tone category 70, the feedback
comments 85, the user 20 providing the feedback 55, and the time
that the feedback 55 was posted. The response to feedback screen
450 may include a freeform text feedback response box 460 in which
a user 20 may enter a feedback response 465 starting a feedback
conversation. After entering a response, the user 20 may accept the
feedback response 465 using the send button 105. The feedback
system 10 may then forward the feedback response 465 to the user 20
that provided the feedback 55 as shown in the conversation view
screen 470 of FIG. 12.
[0074] Business 24 may respond directly to a user 20 who has left
them negative feedback 55 to attempt to offer a resolution to the
issue, even if the user 20 wishes to remain confidential throughout
that communication process. If the user 20 is satisfied with the
resolution the business 24 provides, the user 20 may be permitted
to make an update to their initial feedback 55 as "Resolved", which
in turn may be reflected in the businesses 24 statistics and
ratings on the feedback system 10.
[0075] The feedback system 10 may include functionality to view
summaries and statistics of feedback 55 received. For example,
company administrators and employees 22 may view analytics for any
unsolicited feedback 55 received or responses to request for
feedback 160 for any location 25, department 26, employees 22, or
groups 27 that they have hierarchal permission to view.
Additionally, individual users 20, such as employees 22, may view
analytics for any unsolicited feedback 55 received or responses to
feedback requests sent to the user 20. For example, the feedback
system 10 may include rankings of various businesses 24 based on
feedback 55 or based on customer feedback approval ratings in
standardized categories, such as geographic or industry
categories.
[0076] Though feedback 55 may anonymous, the feedback system 10 may
track internally how many times the same user 20 gives a company
positive or negative feedback 55. The feedback system 10 may also
track how many times that user 20 gives feedback 55 on various
businesses 24 and topics, and may calculate metrics on how many
times specific users 20 and the average person gives positive,
negative, or suggestion-based feedback 55 on the businesses 24 they
have connected with. In some instances, this information can be
used to gain better insight into whether a specific user 20 is more
or less likely than typical to like or give positive, negative, or
suggestion-based feedback 55 on the businesses 24 to give more
complete context for a user's feedback 55. The feedback system 10
may further calculate the level of user engagement with brands. The
feedback system 10 may further monitor users 20 to detect abuse of
the feedback system 10, for example, attempting to saturate an
account with positive feedback 55 or negative feedback 55.
[0077] FIG. 13 is an example feedback request dashboard screen 500
of the feedback system 10 for viewing summary statistics of request
for feedback 160. For each request for feedback 160, the feedback
request dashboard screen 500 may include: a preview 510 of the
feedback request text 162; a praise statistic 520 describes the
percentage of feedback 55 that included praise; a number of
responses statistic 530; the status 540 of the request for feedback
160; the feedback request type 550; and the close time 165 for the
request for feedback 160. The user 20 may click on a request for
feedback 160 to access feedback conversations 170 initiated using
the request for feedback 160. In some embodiments, statistics, such
as the praise statistic 520, the response statistic 530, may
reflect recent trends rather than values reflecting all measured
values.
[0078] FIG. 14 is an example of a business statistics screen 550 of
the feedback system 10 for viewing summary statistics of the
feedback 55 received by a business 24. The business statistics
screen 550 may include overview information of the business 24,
such as the number of locations 551, number of departments 552,
number of employees 553, number of managers 554, number of groups
555, and number of connections 556. An overview praise statistic
560 may show the percentage of feedback 55 received that was
categorized as praise. A total requests statistic 570 may list the
number of requests for feedback 160 sent, and list the total praise
572, and total critiques 574. A total feedback messages statistic
580 may list the number of messages of feedback 55 received, and
list the total feedback praise 582, total feedback critiques 584,
and the total suggestions 586. Businesses 24 and their subunits may
be provided the ability to set alerts that appear in the business
statistics screen 550 or other dashboards when the feedback system
10 detects that the overview praise statistic 560 or other
statistics have fallen below or risen above a certain threshold
setting.
[0079] FIG. 15 is an example of a business subunit summaries screen
600 of the feedback system 10 for displaying summary statistics of
the feedback 55 received by the subunits of a business. The
business subunit summaries screen 600 may include a listing of
various business subunits, such as locations 25, departments 26,
employees 22, etc. For each subunit, the business subunit summaries
screen 600 may include a subunit praise statistic 610 that may
reflect the percentage of positive feedback 55 that the subunit has
received.
[0080] In some embodiment, the feedback system 10 may enable
feedback collaborations between businesses 24. For example, many
businesses 24 sell products to distributors rather than the end
customer, and thus have no way to communicate directly with the end
customer. Using the feedback system 10, the distributor may permit
the company to send an indirect request for feedback directly to
its consumers in its connections 28. The feedback, analytics, etc.
from that request may be forwarded to the business 24 without
permitting the business 24 direct access to the relationships and
connections 28 of the distributor.
[0081] In some embodiments, the feedback system 10 may be
integrated with point-of-sale retail systems. By linking the
systems, every purchase online and at every cash register of a user
20 of the feedback system 10 may be fed into a user's profile so
that the company knows what the user 20 purchased. Further, users
20 may then be queried for feedback 55 regarding the user's
purchase experience using requests for feedback 160. Additionally,
the feedback system 10 may permit the business 24 to follow-up and
ask customers would they like to purchase additional items, such as
related goods and services.
[0082] In some embodiments, the feedback system 10 may permit a
business 24 to compare their summaries and statistics to other
users 20. For example, the feedback system 10 may include a
standardized rating system. The rating system may rate or rank
businesses 24 in the feedback system. The ratings may include
feedback-rating percentages broken down by Country, Region,
Industry, and Business Type for all companies in every market and
segment across the world. Additionally, a real-time, trending,
public dashboard may allows users 20 to view a feedback message
board as well as feedback approval rating percentages for specific
companies all over the world. Additionally, the rating system may
compare companies against each other in specific categories like
Customer Service, Product Quality, Cleanliness, Staff
Knowledgeability, etc. The rating comparisons may be viewed by
businesses 24 and users 20 so that the rating may be both used as a
business intelligence tool for business-to-business ranking of
companies, and as a simple tool for a user 20 looking to find
businesses 24 based on feedback 55 of that business 24.
[0083] One or more controllers control aspects of the systems and
methods described herein. The one or more controllers may be
adapted run a variety of application programs, access and store
data, including accessing and storing data in associated databases,
and enable one or more interactions described herein. Typically,
the one or more controllers are implemented by one or more
programmable data processing devices. The hardware elements,
operating systems, and programming languages of such devices are
conventional in nature, and it is presumed that those skilled in
the art are adequately familiar therewith.
[0084] For example, the one or more controllers may be a PC based
implementation of a central control processing system utilizing a
central processing unit (CPU), memories and an interconnect bus.
The CPU may contain a single microprocessor, or it may contain a
plurality of microprocessors for configuring the CPU as a
multi-processor system. The memories include a main memory, such as
a dynamic random access memory (DRAM) and cache, as well as a read
only memory, such as a PROM, EPROM, FLASH-EPROM, or the like. The
system may also include any form of volatile or non-volatile
memory. In operation, the main memory stores at least portions of
instructions for execution by the CPU and data for processing in
accord with the executed instructions.
[0085] The one or more controllers may also include one or more
input/output interfaces for communications with one or more
processing systems. The one or more such interfaces may enable
communications via a network, e.g., to enable sending and receiving
instructions electronically. The communication links may be wired
or wireless.
[0086] The one or more controllers may further include appropriate
input/output ports for interconnection with one or more output
displays (e.g., monitors, printers, touchscreen, motion-sensing
input device, etc.) and one or more input mechanisms (e.g.,
keyboard, mouse, voice, touch, bioelectric devices, magnetic
reader, RFID reader, barcode reader, touchscreen, motion-sensing
input device, etc.) serving as one or more user interfaces for the
controller. For example, the one or more controllers may include a
graphics subsystem to drive the output display. The links of the
peripherals to the system may be wired connections or use wireless
communications.
[0087] Although summarized above as a PC-type implementation, those
skilled in the art will recognize that the one or more controllers
also encompasses systems such as host computers, servers,
workstations, network terminals, and the like. Further one or more
controllers may be embodied in a server or a device, such as a
mobile electronic device, like a smartphone or tablet computer. In
fact, the use of the term controller is intended to represent a
broad category of components that are well known in the art.
[0088] Hence aspects of the systems and methods provided herein
encompass hardware and software for controlling the relevant
functions. Software may take the form of code or executable
instructions for causing a controller or other programmable
equipment to perform the relevant steps, where the code or
instructions are carried by or otherwise embodied in a medium
readable by the controller or other machine. Instructions or code
for implementing such operations may be in the form of computer
instruction in any form (e.g., source code, object code,
interpreted code, etc.) stored in or carried by any tangible
readable medium.
[0089] As used herein, terms such as computer or machine "readable
medium" refer to any medium that participates in providing
instructions to a processor for execution. Such a medium may take
many forms. Non-volatile storage media include, for example,
optical or magnetic disks, such as any of the storage devices in
any computer(s) shown in the drawings. Volatile storage media
include dynamic memory, such as main memory of such a computer
platform. Common forms of computer-readable media therefore include
for example: a floppy disk, a flexible disk, hard disk, magnetic
tape, any other magnetic medium, a CD-ROM, DVD, any other optical
medium, punch cards paper tape, any other physical medium with
patterns of holes, a RAM, a PROM and EPROM, a FLASH-EPROM, any
other memory chip or cartridge, or any other medium from which a
computer can read programming code and/or data. Many of these forms
of computer readable media may be involved in carrying one or more
sequences of one or more instructions to a processor for
execution.
[0090] It should be noted that various changes and modifications to
the presently preferred embodiments described herein will be
apparent to those skilled in the art. Such changes and
modifications may be made without departing from the spirit and
scope of the present invention and without diminishing its
attendant advantages.
* * * * *