System and Method for Reporting to a Website Owner User Reactions to Particular Web Pages of a Website

• US 20060248188A1
• Filed: 07/19/2006
• Published: 11/02/2006
• Est. Priority Date: 08/30/1999
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Performance Networks, LLC, OpinionLab Incorporated (Verint Systems Incorporated)
• Inventors: Nickerson, Rand B., Treschl, Mark A., Kidd, Kathryn L., Crofoot, Matthew J., Samata, A. Gregory, Mason, David E.
• Granted Patent: US 8,041,805 B2
• Time in Patent Office: Days
• US Class Current: 709/224
• CPC Class Codes: G06F 16/986 Document structures and storage, e.g. HTML extensions
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls

Abstract

In certain embodiments, a system is provided for measuring page-specific user feedback concerning each of a plurality of particular web pages. A user-selectable element is viewable on and solicits page-specific user feedback concerning each such web page upon initial display of the web page, the element appearing identically and behaving consistently on each such web page. Software associated with the element is operable to receive the feedback concerning the web page for reporting, the feedback comprising one or more page-specific subjective ratings of the web page and one or more associated page-specific open-ended comments concerning the web page, the feedback allowing an interested party to access page-specific subjective ratings and associated page-specific open-ended comments across the plurality of web pages to identify one or more web pages for which the feedback is notable.

Claims

1. A system for measuring page-specific user feedback concerning each of a plurality of particular web pages of a website, the system comprising:

a user-selectable element viewable on each of the plurality of particular web pages upon initial display of the particular web page and soliciting page-specific user feedback concerning the particular web page upon initial display of the particular web page, the user-selectable element appearing identically and behaving consistently on each of the plurality of particular web pages; and

software associated with the user-selectable element operable to receive the page-specific user feedback concerning the particular web page for reporting to an interested party, the page-specific user feedback comprising one or more page-specific subjective ratings of the particular web page and one or more associated page-specific open-ended comments concerning the particular web page, the page-specific user feedback allowing the interested party to access page-specific subjective ratings and associated page-specific open-ended comments across the plurality of particular web pages to identify one or more particular web pages for which the page-specific user feedback is notable relative to page-specific user feedback for other particular web pages.

2. The system of claim 1, wherein the software associated with the user-selectable element is incorporated into software of each of the plurality of particular web pages.

3. The system of claim 1, wherein the software associated with the user-selectable element comprises a call to a directory containing a script.

4. The system of claim 1, wherein the software associated with the user-selectable element is incorporated into a web browser of the user.

5. The system of claim 1, wherein each page-specific subjective rating comprises one of:

a page-specific subjective rating of the particular web page as a whole; and

a specific page-specific subjective rating of at least one characteristic of the particular web page as a whole.

6. The system of claim 1, wherein the page-specific user feedback comprises a response to an explicit question presented to the user.

7. The system of claim 1, wherein the user-selectable element is viewable within a browser window upon initial display of the particular web page and remains viewable within the browser window, at least prior to the user selection, regardless of user scrolling.

8. The system of claim 1, wherein the software associated with the user-selectable element is operable to receive demographic information from the user, in response to the page-specific user feedback concerning the particular web page, for reporting to the interested party in association with the page-specific user feedback concerning the particular web page.

9. The system of claim 1, wherein the plurality of particular web pages comprises substantially all web pages of the website.

10. A system for measuring page-specific user feedback concerning each of a plurality of particular web pages of a website, the system comprising:

a first element viewable on each of the plurality of particular web pages upon initial display of the particular web page and soliciting page-specific user feedback concerning the particular web page upon initial display of the particular web page, the first element appearing identically and behaving consistently on each of the plurality of particular web pages;

a second element displayed in response to user selection of the first element and soliciting one or more page-specific subjective ratings of the particular web page and one or more associated page-specific open-ended comments concerning the particular web page, the second element appearing identically and behaving consistently each time it is displayed in response to user selection of the first element viewable on a particular web page;

software associated with the first element operable to receive the user selection of the first element and initiate display of the second element in response; and

software associated with the second element operable to receive the page-specific user feedback comprising one or more page-specific subjective ratings of the particular web page and one or more associated page-specific open-ended comments concerning the particular web page for reporting to an interested party, the page-specific user feedback allowing the interested party to access page-specific subjective ratings and associated page-specific open-ended comments across the plurality of particular web pages to identify one or more particular web pages for which the page-specific user feedback is notable relative to page-specific user feedback for other particular web pages.

11. The system of claim 10, wherein the software associated with the first element is incorporated into software of each of the plurality of particular web pages.

12. The system of claim 10, wherein the software associated with the second element comprises a call to a directory containing a script to receive the page-specific user feedback.

13. The system of claim 10, wherein the software associated with the first element is incorporated into a web browser of the user.

14. The system of claim 10, wherein each page-specific subjective rating comprises one of:

a page-specific subjective rating of the particular web page as a whole; and

a specific page-specific subjective rating of at least one characteristic of the particular web page as a whole.

15. The system of claim 10, wherein the page-specific user feedback comprises a response to an explicit question presented to the user.

16. The system of claim 10, wherein the first element is viewable within a browser window upon initial display of the particular web page and remains viewable within the browser window, at least prior to the user selection, regardless of user scrolling.

17. The system of claim 10, wherein the software associated with the second element is operable to receive demographic information from the user, in response to the page-specific user feedback concerning the particular web page, for reporting to the interested party in association with the page-specific user feedback concerning the particular web page.

18. The system of claim 10, wherein the plurality of particular web pages comprises substantially all web pages of the website.

19. A method for measuring page-specific user feedback concerning each of a plurality of particular web pages of a website, the method comprising:

using a user-selectable element viewable on each of the plurality of particular web pages upon initial display of the particular web page to solicit page-specific user feedback concerning the particular web page from the user, the user-selectable element appearing identically and behaving consistently on each of the plurality of particular web pages; and

using software associated with the user-selectable element to receive the page-specific user feedback concerning the particular web page for reporting to an interested party, the page-specific user feedback comprising one or more page-specific subjective ratings of the particular web page and one or more associated page-specific open-ended comments concerning the particular web page, the page-specific user feedback allowing the interested party to access page-specific subjective ratings and associated page-specific open-ended comments across the plurality of particular web pages to identify one or more particular web pages for which the page-specific user feedback is notable relative to page-specific user feedback for other particular web pages.

20. The method of claim 19, wherein the software associated with the user-selectable element is incorporated into software of each of the plurality of particular web pages.

21. The method of claim 19, further comprising using the software associated with the user-selectable element to call a directory containing a script.

22. The method of claim 19, wherein the software associated with the user-selectable element is incorporated into a web browser of the user.

23. The method of claim 19, wherein each page-specific subjective rating comprises one of:

a page-specific subjective rating of the particular web page as a whole; and

a specific page-specific subjective rating of at least one characteristic of the particular web page as a whole.

24. The method of claim 19, wherein the page-specific user feedback comprises a user response to an explicit question presented to the user.

25. The method of claim 19, wherein:

the user-selectable element is viewable within a browser window upon initial display of the particular web page; and

the method further comprises causing the user-selectable element to remain viewable within the browser window, at least prior to the user selection, regardless of user scrolling.

26. The method of claim 19, further comprising using software associated with the user-selectable element to receive demographic information from a user, in response to the page-specific user feedback concerning the particular web page, for reporting to the interested party in association with the page-specific user feedback concerning the particular web page.

27. The method of claim 19, wherein the plurality of particular web pages comprises substantially all web pages of the website.

28. A method for measuring page-specific user feedback concerning each of a plurality of particular web pages of a website, the method comprising:

using a first element viewable on each of the plurality of particular web pages upon initial display of the particular web page to solicit page-specific user feedback concerning the particular web page, the first element appearing identically and behaving consistently on each of the plurality of particular web pages;

using a second element displayed in response to user selection of the first element to solicit one or more page-specific subjective ratings of the particular web page and one or more associated page-specific open-ended comments concerning the particular web page, the second element appearing identically and behaving consistently each time it is displayed in response to user selection of the first element viewable on a particular web page;

using software associated with the first element to receive the user selection of the first element and initiate display of the second element in response; and

using software associated with the second element to receive the page-specific user feedback comprising one or more page-specific subjective ratings of the particular web page and one or more associated page-specific open-ended comments concerning the particular web page for reporting to an interested party, the page-specific user feedback allowing the interested party to access page-specific subjective ratings and associated page-specific open-ended comments across the plurality of particular web pages to identify one or more particular web pages for which the page-specific user feedback is notable relative to page-specific user feedback for other particular web pages.

29. The method of claim 28, wherein the software associated with the first element is incorporated into software of each of the plurality of particular web pages.

30. The method of claim 28, further comprising:

using the software associated with the second element to call a directory containing a script; and

using the script to receive the page-specific user feedback.

31. The method of claim 28, wherein the software associated with the first element is incorporated into a web browser of the user.

32. The method of claim 28, wherein each page-specific subjective rating comprises one of:

a page-specific subjective rating of the particular web page as a whole; and

a specific page-specific subjective rating of at least one characteristic of the particular web page as a whole.

33. The method of claim 28, wherein the page-specific user feedback comprises a user response to an explicit question presented to the user.

34. The method of claim 28, wherein:

the first element is viewable within a browser window upon initial display of the particular web page; and

the method further comprises causing the first element to remain viewable within the browser window, at least prior to the user selection, regardless of user scrolling.

35. The method of claim 28, further comprising using software associated with the second element to receive demographic information from a user, in response to the page-specific user feedback concerning the particular web page, for reporting to the interested party in association with the page-specific user feedback concerning the particular web page.

36. The method of claim 28, wherein the plurality of particular web pages comprises substantially all web pages of the website.