Gathering in-store employee ratings using triggered feedback solicitations

• US 10,621,536 B1
• Filed: 08/20/2019
• Issued: 04/14/2020
• Est. Priority Date: 08/11/2014
• Status: Active Grant

• Current Assignee: Walgreen Co. (Walgreens Boots Alliance Incorporated)
• Original Assignee: Walgreen Co. (Walgreens Boots Alliance Incorporated)
• Inventors: Weiss, Benjamin, McCauley, Timothy P., Eby, Nicholas L.
• Primary Examiner(s): Behncke, Christine M
• Assistant Examiner(s): Turner, Shelby A
• Application Number:
  US16/545,356
• Time in Patent Office: 238 Days
• Field of Search: None
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 20/3274 using a pictured code, e.g. barcode or QR-code, being displayed on the M-device
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: G06Q 30/0282 Rating or review of business operators or products
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/029 Location-based management or tracking services

Abstract

Embodiments are disclosed to detect whether an interaction has occurred between a customer and one or more store employees. By analyzing a how long a communication device used by the customer was within a threshold range of one or more devices worn by store employees, an interaction between the customer and one or more store employees may be identified. Employees whom the customer interacted with may be identified by processing transmission parameters broadcasted by the devices worn by the store employees. Thus, all employees in which a customer interacted with while visiting a store may be identified. The customer may be asked for feedback via the communication device upon detection that a customer has completed a transaction and/or left the store. Using the solicited feedback provided by the customer, various types of reports may be generated.

Claims

1. A method, comprising:

identifying, by a mobile computing device, an interaction occurring in a vicinity of a physical store location between a customer who is associated with the mobile computing device and a store employee who is associated with a first wireless communication device by detecting when the mobile computing device is within a threshold range of the first wireless communication device for a threshold period of time;

identifying, by the mobile computing device, the store employee using first transmission parameters transmitted from the first wireless communication device to the mobile computing device during the interaction, the first transmission parameters including an employee identifier associated with the store employee;

detecting, by the mobile computing device, that the customer has left the vicinity of the physical store location using information that is received as part of second transmission parameters transmitted by a second wireless computing device that uniquely identify the physical store location;

generating, by the mobile computing device, in response to the identified interaction between the customer and the store employee and the customer leaving the vicinity of the physical store location, a feedback prompt soliciting employee feedback;

receiving, by the mobile computing device, feedback entered by the customer in response to the feedback prompt being displayed by the mobile computing device, the feedback including a comment associated with the identified store employee; and

transmitting, by the mobile computing device, the feedback entered by the customer.

2. The method of claim 1, further comprising:

upon detecting that the customer has entered the vicinity of the physical store location, executing a background application installed on the mobile computing device to listen for the first transmission parameters transmitted from the first wireless communication device.

3. The method of claim 2, further comprising:

detecting that the customer has entered the vicinity of the physical store location based upon a comparison of a geographic location of the mobile computing device to a geofenced area that is associated with the physical store location.

4. The method of claim 2, further comprising:

detecting that the customer has entered the vicinity of the physical store location using information received as part of third transmission parameters transmitted by the second wireless computing device that uniquely identify the physical store location.

5. The method of claim 4, wherein the third transmission parameters are transmitted by the second wireless computing device and received by the mobile computing device in accordance with a personal area network (PAN) communication protocol.

6. The method of claim 1, wherein the feedback entered by the customer includes one or more of:

a numeric feedback rating; and

text.

7. A mobile computing device, comprising:

one or more processors configured to;

identify an interaction occurring in a vicinity of a physical store location between a customer who is associated with a mobile computing device and a store employee who is associated with a first wireless communication device by detecting when the mobile computing device is within a threshold range of the first wireless communication device for a threshold period of time,

identify the store employee using first transmission parameters transmitted from the first wireless communication device, the first transmission parameters including an employee identifier associated with the store employee;

detect that the customer has left the vicinity of the physical store location using information that is received as part of second transmission parameters transmitted by a second wireless computing device that uniquely identify the physical store location;

generate, in response to the identified interaction between the customer and the store employee and the customer leaving the vicinity of the physical store location, a feedback prompt soliciting employee feedback;

a display configured to present, in response to the customer leaving the vicinity of the physical store location, the generated feedback prompt;

a user interface configured to receive feedback entered by the customer in response to the feedback prompt being displayed, the feedback including a comment associated with the identified store employee; and

a communication unit configured to transmit the feedback entered by the customer.

8. The mobile computing device of claim 7, wherein the one or more processors are further configured to, upon detecting that the customer has entered the vicinity of the physical store location, execute a background application installed on the mobile computing device to listen for the first transmission parameters transmitted from the first wireless communication device.

9. The mobile computing device of claim 8, wherein the one or more processors are further configured to detect that the customer has entered the vicinity of the physical store based upon a comparison of a geographic location of the mobile computing device to a geofenced area that is associated with the physical store location.

10. The mobile computing device of claim 8, wherein the one or more processors are further configured to detect that the customer has entered the vicinity of the physical store location using information received as part of third transmission parameters transmitted by the second wireless computing device that uniquely identify the physical store location.

11. The mobile computing device of claim 10, wherein the communication unit is further configured to receive the third transmission parameters transmitted by the second wireless computing device in accordance with a personal area network (PAN) communication protocol.

12. The mobile computing device of claim 7, wherein the feedback entered by the customer includes one or more of:

a numeric feedback rating; and

text.

13. A system, comprising:

a mobile computing device configured to;

identify an interaction occurring in a vicinity of a physical store location between a customer who is associated with a mobile computing device and a store employee who is associated with a first wireless communication device by detecting when the mobile computing device is within a threshold range of the first wireless communication device for a threshold period of time,

identify the store employee using first transmission parameters transmitted from the first wireless communication device, the first transmission parameters including an employee identifier associated with the store employee;

detect that the customer has left a vicinity of a physical store location associated with the store employee using information that is received as part of second transmission parameters transmitted by a second wireless computing device that uniquely identify the physical store location; and

transmit an indication that the customer has left the vicinity of the physical store location; and

an external computing device configured to receive the indication that the customer has left the vicinity of the physical store location and to transmit a notification to the mobile computing device,

wherein the mobile computing device is further configured to, in response to the identified interaction between the customer and the store employee and to receiving the notification from the external computing device, generate a feedback prompt soliciting employee feedback, and to transmit feedback entered by the customer in response to the feedback prompt being displayed to the external computing device.

14. The system of claim 13, wherein the mobile computing device is further configured to, upon detecting that the customer has entered the vicinity of the physical store location, execute a background application installed on the mobile computing device to listen for the first transmission parameters transmitted from the first wireless communication device.

15. The system of claim 14, wherein the mobile computing device is further configured to detect that the customer has entered the vicinity of the physical store based upon a comparison of a geographic location of the mobile computing device to a geofenced area that is associated with the physical store location.

16. The system of claim 14, wherein the mobile computing device is further configured to detect that the customer has entered the vicinity of the physical store location using information received as part of third transmission parameters transmitted by the second wireless computing device that uniquely identify the physical store location.

17. The system of claim 16, wherein the mobile computing device is further configured to receive the third transmission parameters transmitted by the second wireless computing device in accordance with a personal area network (PAN) communication protocol.