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Triggering and conducting an automated survey

  • US 10,262,329 B2
  • Filed: 06/22/2015
  • Issued: 04/16/2019
  • Est. Priority Date: 12/04/2009
  • Status: Active Grant
First Claim
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1. An automated survey system including a memory device and a processing device, the automated survey system configured to:

  • save customer orders in a database in the memory device;

    receive a communication indicating completion of a one of the customer orders performed for a customer by a servicer at a customer location, wherein the communication is responsive to an automatic detection of a change in a location of the servicer utilizing a global positioning system device;

    update the one of the customer orders in the database to indicate a closed status responsive to the received communication;

    periodically poll the database to detect if any of the customer orders has a closed status;

    when the one of the customer orders is detected as having a closed status, create a survey case associated with the one of the customer orders having a closed status to indicate that a survey is to be launched;

    store the survey case in a scheduling queue, the scheduling queue stores survey cases in an order the customer orders were indicated as closed;

    launch a survey responsive to the survey case in the scheduling queue after a predetermined short amount of time by first retrieving from the database a survey script and customer contact information associated with the survey case associated with the one of the customer orders having a closed status, and contacting the customer, the predetermined short amount of time enhances a likelihood of survey participation and of an accurate recollection of the service;

    conduct with the customer the survey;

    capture survey result information from the customer in response to conducting the survey; and

    close the survey case after capturing the survey result information from the customer.

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