System and method to provide and display enhanced feedback in an online transaction processing environment

• US 20050192958A1
• Filed: 12/30/2004
• Published: 09/01/2005
• Est. Priority Date: 02/26/2004
• Status: Active Grant

• Current Assignee: eBay Inc.
• Original Assignee: eBay Inc.
• Inventors: Widjojo, Surjatini, Sacco, Nathan
• Granted Patent: US 7,774,350 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/02 Reservations, e.g. for tickets, services or events
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: G06Q 30/0609 Buyer or seller confidence or verification
• CPC Class Codes: G06Q 40/04 Trading; Exchange, e.g. stocks, commodities, derivatives or currency exchange
• CPC Class Codes: Y10S 707/99935 Query augmenting and refining, e.g. inexact access

Abstract

The present invention is a system for and method to collect, calculate, and display user feedback ratings in an online transaction processing (OLTP) environment. The invention utilizes a client, a network, a Web site host system, and rule-based decision making, to 1) enable users and other systems to submit transaction performance information for a buyer or seller; 2) enable users to view transaction performance information; and 3) enable users to view detailed transaction performance measures for buyers or sellers within specific performance categories. Rating the transaction performance of users of an OLTP environment can serve to improve users'"'"' trust in the OLTP environment, improve the reputation of online trading venues, and increase the value of these venues.

Claims

1. A system to facilitate computer-based commerce, the system including:

a feedback collection module to receive feedback information from at least one of a first user and automatically from an information system following completion of a transaction in an online transaction processing environment, the feedback information relating to at least one of a plurality of performance categories;

a feedback score generator to generate a feedback score utilizing the feedback information; and

a feedback communication module to provide the feedback score.

2. The system of claim 1, wherein the feedback collection module is to receive generic feedback information related to the transaction.

3. The system of claim 1, wherein the feedback collection module is to receive specific feedback information related one or more categories from the plurality of performance categories.

4. The system of claim 1, including:

a user transaction processing module to identify a plurality of transactions for the first user and associated feedback information received from one of the first user and the information system for each transaction of the plurality of transactions, the associated feedback for each transaction of the plurality of transactions being identified as one of a subjective criteria and an objective criteria; and

a feedback quality score generator to generate feedback quality score for the first user utilizing the associated feedback information, the feedback quality score being lowered if a number of negative ratings associated with the plurality of transactions is below a predetermined threshold.

5. The system of claim 4, including a feedback score adjusting module to adjust the feedback score utilizing the feedback quality score.

6. The system of claim 3, wherein the feedback score generator is to generate transaction feedback score according to the feedback information associated with the transaction.

7. The system of claim 3, wherein the feedback score generator is to generate category feedback score utilizing feedback associated with a performance category from the plurality of performance categories.

8. The system of claim 1, wherein the feedback score generator is to:

access reputation information associated with the first user, wherein the reputation information is associated with the plurality of transactions for the first user; and

generate overall feedback score utilizing the reputation information.

9. The system of claim 1, wherein the feedback collection module is configured to:

identify a user status, the user status selected from the group including a buyer status and a seller status;

generate at least one question according to the user status;

publish the at least one question to the first user; and

receive from the first user at least one answer to the at least one question.

10. The system of claim 1, wherein the feedback communication module is to:

identify user preferences for the first user; and

facilitate displaying the feedback score utilizing the user preferences.

11. The system of claim 1, wherein the feedback collection module is configured to:

receive from the first user a selection of at least one category from the plurality of performance categories; and

display the feedback score utilizing the selection.

12. The system of claim 1, wherein the plurality of performance categories include one or more of promptness of payment information, quality of performance information, timeliness of performance information, promptness of response information, shipment time, and accuracy of description.

13. The system of claim 1, wherein the feedback information includes one or more items from a group including the seller'"'"'s identity, the buyer'"'"'s identity, the item or service involved in the transaction, and the date of the transaction.

14. The system of claim 1, wherein the information system from which feedback information is automatically collected is a third-party information system in communication with the collection module via a network.

17. The method of claim 14, wherein the receiving of the feedback information includes receiving specific feedback information related at least one category from the plurality of performance categories.

21. The method of claim 17, wherein the generating of the feedback score includes generating a category feedback score utilizing the category feedback information.

15. A method including:

receiving feedback information from a first user following completion of a transaction in an online transaction processing environment, the feedback information relating to at least one category from a plurality of performance categories;

generating a feedback score utilizing the feedback information; and

enabling a second user to access the feedback score.

16. The method of claim 15, wherein the receiving of the feedback information includes receiving generic feedback information related to the transaction.

18. The method of claim 15, including:

identifying a plurality of transactions for the first user;

accessing the feedback information received from one of the first user and automatically from the information system;

generating a feedback quality score utilizing the feedback information received from the first user, wherein the feedback quality score is related to the plurality of transactions for the first user.

19. The method of claim 18, including adjusting the feedback score according to the feedback quality score.

20. The method of claim 16, wherein the generating of the feedback score includes generating a transaction feedback score utilizing the generic feedback information.

22. The method of claim 18, wherein the generating of the feedback score includes:

accessing reputation information associated with the first user, wherein the reputation information is associated with the plurality of transactions for the first user; and

generating overall feedback score utilizing the reputation information associated with the first user.

23. The method of claim 15, wherein the receiving of the feedback information from the first user includes:

identifying a user status associated with the first user, the user status selected from the group including a buyer status and a seller status;

generating at least one question according to the user status;

publishing the at least one question to the first user; and

receiving from the first user at least one answer to the at least one question.

24. The method of claim 15, wherein the enabling of the second user to access the feedback information includes:

identifying user preferences for the second user; and

facilitating displaying the feedback score according to the user preferences.

25. The method of claim 15, wherein the enabling of the second user to access the feedback information includes:

receiving from the second user a selection of at least one category from the plurality of performance categories; and

facilitating displaying the feedback score according to the selection.

26. The method of claim 15, wherein the plurality performance categories include one or more of promptness of payment information, quality of performance information, timeliness of performance information, promptness of response information, shipment time, and accuracy of description.

27. The method of claim 15, wherein the feedback information includes one or more items from a group including seller'"'"'s identity, buyer'"'"'s identity, item or service involved in the transaction, and the date of the transaction.

28. A machine-readable medium embodying a sequence of instructions that, when executed by a machine, cause the machine to:

receive feedback information from a first user and automatically from an information system following completion of a transaction in an online transaction processing environment, the feedback information relating to at least one category from a plurality of performance categories;

generate a feedback score utilizing the feedback information; and

enable a second user to access the feedback score.

29. A system to facilitate computer-based commerce, the system including:

means for receiving feedback information from a first user following completion of a transaction in an online transaction processing environment, the feedback information relating to at least one category from a plurality of performance categories;

means for generating a feedback score utilizing the feedback information; and

means for enabling a second user to access the feedback score.