Method and system for processing user feedback received from a user of a website

• US 20040177138A1
• Filed: 03/05/2003
• Published: 09/09/2004
• Est. Priority Date: 03/05/2003
• Status: Abandoned Application

• Current Assignee: Hewlett-Packard Development Co. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Co. (HP Inc.)
• Inventors: Salle, Mathias, Kirshenbaum, Evan, Santos, Cipriano
• Application Number:
  US10/378,823
• Publication Number:
  US 20040177138A1
• Time in Patent Office: Days
• US Class Current: 709/223
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols

Abstract

A method is disclosed for processing feedback from a user of a website. Feedback is received from the user relating to a current session of use of the website. Based on the feedback, a problem is diagnosed. Compensation for the user is determined, based on the problem, and the user is compensated at the level determined to be appropriate for the problem.

Claims

1. A method of processing feedback from a user of a website, the method comprising:

receiving feedback from the user, wherein the feedback relates to a current session of use of the website by the user;

diagnosing a problem related to the feedback;

determining compensation for the problem; and

compensating the user based on the determining.

2. The method of claim 1, wherein the step of receiving feedback comprises receiving feedback during the current session.

3. The method of claim 1, further comprising requesting the feedback from the user by prompting the user for the feedback upon completion of a task by the user.

4. The method of claim 3, wherein the step of prompting the user for feedback upon completion of the task comprises:

determining whether the task is a tagged task; and

if the task is a tagged task, prompting the user for the feedback, and

if the task is not a tagged task,

analyzing a user profile for the user to determine whether the feedback from the user would be useful; and

prompting the user for the feedback based on the analyzing.

5. The method of claim 1, further comprising:

detecting difficulty encountered by the user during the current session; and

prompting the user for the feedback upon detecting the difficulty.

6. The method of claim 1,

further comprising:

determining whether the feedback is negative; and

determining whether the feedback is valid, and

wherein the step of diagnosing comprises diagnosing the problem only if the feedback is negative and valid.

7. The method of claim 1, further comprising acknowledging the feedback.

8. The method of claim 1, wherein the step of determining the compensation comprises:

assessing a cost of the problem to the user;

determining whether the cost exceeds a threshold value; and

if the cost exceeds the threshold value, proposing the compensation to the user.

9. The method of claim 1, wherein the step of determining the compensation comprises retrieving user data for the user and determining the compensation based on the user data.

10. The method of claim 9, wherein the step of determining the compensation comprises:

determining a value of the user to the website; and

determining the compensation based on the value.

11. The method of claim 1, further comprising gathering the user data based on actions by the user while connected to the website.

12. The method of claim 1, further comprising storing service management data related to the current session, and wherein the step of diagnosing comprises analyzing the service management data.

13. The method of claim 1, wherein the website includes a graphical user interface (GUI) that includes a feedback mechanism that allows the user to initiate feedback, and further comprising prompting the user for feedback in response to a selection by the user of the feedback mechanism.

14. The method of claim 5, wherein the step of detecting difficulty comprises:

comparing interaction between the user and the website with a usage model; and

determining whether the interaction deviates from the usage model.

15. The method of claim 1, wherein the step of diagnosing the problem comprises analyzing service management data for the current session to identify error messages.

16. A computer-readable medium having computer-executable instructions for performing a method for processing feedback from a user of a website, the method comprising:

collecting service management data from a current session of use of the website by the user;

receiving feedback from the user based on the current session;

diagnosing a problem related to the feedback using the service management data; and

determining compensation of the user for the problem, based on a user profile of the user, wherein the user profile indicates a value of the user to the website, and wherein the step of determining compensation comprises determining compensation based on the value of the user to the website.

17. The medium of claim 16, wherein the method further comprises compensating the user by promising the user improved future service.

18. The medium of claim 17, wherein the step of promising comprises changing terms of a service level agreement (SLA) associated with the user to provide the user higher quality service for future sessions with the website.

19. A computer-based website accessible by users via a network, wherein the website executes instructions for performing a method of compensating a user of the website based on feedback reported by the user relating to problems encountered by the user during a current session of website use, the method comprising:

receiving feedback from the user, wherein the feedback relates to a current session of use of the website by the user;

diagnosing a problem related to the feedback; and

determining compensation for the problem, wherein the step of determining comprises;

assessing a cost of the problem to the user;

determining whether the cost exceeds a threshold value; and

proposing compensation to the user if the cost exceeds the threshold value.

20. The website of claim 19, wherein the method further comprises:

determining whether the feedback is intentionally invalid; and

if the feedback is intentionally invalid, reporting the feedback as potential fraud.