System and method for aggregating and analyzing feedback

• US 20020103693A1
• Filed: 01/30/2001
• Published: 08/01/2002
• Est. Priority Date: 01/30/2001
• Status: Abandoned Application

• Current Assignee: Siemens Shared Services LLC (Siemens AG)
• Original Assignee: Siemens Shared Services LLC (Siemens AG)
• Inventors: Meyer, Stephan, Bayer, Horst, Gierich, Sebastian, Kasten, Holger
• Application Number:
  US09/773,021
• Publication Number:
  US 20020103693A1
• Time in Patent Office: Days
• US Class Current: 705/10
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A system and method for aggregating and analyzing feedback operates by receiving a first set of travel information including information identifying a traveler, an itinerary of the traveler, and at least one travel service provider scheduled to provide services to the traveler. The system automatically generates a feedback request based on the first set of travel information and requests specific feedback regarding the at least one travel service provider. The feedback request is transmitted to the traveler for completion, and the system receives the feedback information from the traveler. The system then operates to analyze the feedback information received from the traveler.

Claims

1. A method for aggregating feedback, comprising:

receiving a first set of travel information including information identifying a traveler, an itinerary of said traveler, and at least one travel service provider scheduled to provide services to said traveler;

automatically generating a feedback request based on said first set of travel information and requesting specific feedback regarding said at least one travel service provider;

transmitting said feedback request to said traveler;

receiving feedback information from said traveler; and

analyzing said feedback information received from said traveler.

2. The method of claim 1, wherein said first set of travel information is received from a travel organizer.

3. The method of claim 2, wherein said analyzing further comprises:

determining whether at least a portion of said feedback information should be provided to said travel organizer.

4. The method of claim 1, wherein said automatically generating further comprises:

comparing a travel completion date from said first set of travel information to a current date; and

generating said feedback request when said current date is after said travel completion date.

5. The method of claim 1, wherein said automatically generating further comprises:

determining a type of said at least one travel service provider; and

generating said feedback request based on said type.

6. The method of claim 4, wherein said type is one of at least an airline, a car rental, a hotel, and a travel agency.

7. The method of claim 1, wherein said analyzing further comprises:

determining whether said feedback information includes a complaint.

8. The method of claim 7, wherein said analyzing further comprises:

determining whether said complaint requires a response from said at least one travel service provider.

9. The method of claim 8, wherein said analyzing further comprises:

monitoring said complaint to determine whether a satisfactory response from said at least one travel service provider has been received.

10. The method of claim 1, wherein said analyzing further comprises:

determining whether said feedback information includes a complaint.

11. The method of claim 1, wherein said analyzing further comprises:

determining whether at least a portion of said feedback information should be provided to said at least one travel services provider.

13. The computer-implemented method of claim 12, wherein said first set of travel information is received from a travel organizer.

14. The computer-implemented method of claim 12, wherein said analyzing comprises:

reviewing information from each one of said feedback request forms and said summary feedback request form to determine whether any resolution is required.

15. The computer-implemented method of claim 12, wherein said analyzing comprises:

determining whether said feedback information received from said traveler includes a complaint.

16. The computer-implemented method of claim 12, wherein said analyzing comprises:

determining whether said feedback information received from said traveler includes a request for a response.

17. The computer-implemented method of claim 16, further comprising:

generating a request for a response from one of said travel service providers; and

monitoring said request for a response to determine if said travel service provider properly responds.

12. A computer-implemented method for aggregating feedback, comprising:

receiving a first set of travel information including information identifying a traveler, an itinerary of said traveler, and a plurality of travel service providers scheduled to provide services to said traveler;

generating a feedback request form for each of said plurality of travel service providers, requesting specific feedback based on each of said plurality of travel service providers;

generating a summary feedback request form requesting general feedback for said itinerary and each of said plurality of travel service providers;

transmitting each of said feedback request forms and said summary feedback request form to said traveler;

receiving feedback information from said traveler, including completed ones of said feedback request forms and said summary feedback request form; and

analyzing said feedback information received from said traveler.

18. An apparatus for aggregating feedback, comprising:

means for receiving a first set of travel information including information identifying a traveler, an itinerary of said traveler, and at least one travel service provider scheduled to provide services to said traveler;

means for automatically generating a feedback request based on said first set of travel information and requesting specific feedback regarding said at least one travel service provider;

means for transmitting said feedback request to said traveler;

means for receiving feedback information from said traveler; and

means for analyzing said feedback information received from said traveler.

19. An apparatus for aggregating feedback, comprising:

a processor; and

a storage device in communication with said processor and storing instruction adapted to be executed by said processor to;

receive a first set of travel information including information identifying a traveler, an itinerary of said traveler, and at least one travel service provider scheduled to provide services to said traveler;

automatically generate a feedback request based on said first set of travel information and requesting specific feedback regarding said at least one travel service provider;

transmit said feedback request to said traveler;

receive feedback information from said traveler; and

analyze said feedback information received from said traveler.

20. A machine-readable medium having stored thereon data representing sequences of instructions, said sequences of instructions which, when executed by a processor, cause said processor to:

receive a first set of travel information including information identifying a traveler, an itinerary of said traveler, and at least one travel service provider scheduled to provide services to said traveler;

automatically generate a feedback request based on said first set of travel information and requesting specific feedback regarding said at least one travel service provider;

transmit said feedback request to said traveler;

receive feedback information from said traveler; and

analyze said feedback information received from said traveler.