SYSTEMS AND METHODS FOR PROVIDING CUSTOMER FEEDBACK

• US 20080097769A1
• Filed: 10/20/2006
• Published: 04/24/2008
• Est. Priority Date: 10/20/2006
• Status: Abandoned Application

• Current Assignee: Audiograph LLC, Feedback Systems LLC
• Original Assignee: Feedback Systems LLC
• Inventors: Galvin, Brian W., Votta, Marshall S.
• Application Number:
  US11/551,586
• Publication Number:
  US 20080097769A1
• Time in Patent Office: Days
• US Class Current: 705/346
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting

Abstract

Methods and systems of customer feedback include collecting customer feedback while the customer is physically located in a retail environment, transmitting the customer feedback through a wireless communication facility to a data processing facility, wherein the data processing facility automatically compares the customer feedback to at least one threshold value in accordance to a business rule to determine an alert action, and communicating a message to an employee of an enterprise associated with the retail environment. Customer feedback is also collected by a payment transaction facility including a touch screen display adapted to present transaction information and receive a signature. A customer query is presented on the touch screen display along with selectable answers to collect customer feedback.

Claims

1. A method, comprising:

collecting customer feedback while the customer is physically located in a retail environment;

transmitting the customer feedback through a wireless communication facility to a data processing facility, wherein the data processing facility automatically compares the customer feedback to at least one threshold value in accordance to a business rule to determine an alert action; and

communicating a message to an employee of an enterprise associated with the retail environment.

2. The method of claim 1, wherein the step of collecting the customer feedback further comprises collecting the customer feedback through a tabletop collection facility.

4. The method of claim 1, wherein the wireless communication facility includes a cell phone transmission facility.

5. The method of claim 1, wherein the wireless communication facility includes a pager transmission facility.

6. The method of claim 1, wherein the wireless communication facility includes a WiFi transmission facility.

7. The method of claim 1, wherein the wireless communication facility includes a Bluetooth transmission facility.

9. The method of claim 1, wherein the message is an email.

10. The method of claim 1, wherein the message is an SMS.

11. The method of claim 1, wherein the step of communicating the message to an employee involves communicating the message to a plurality of employees.

12. The method of claim 11, wherein at least one of the plurality of employees is a manager.

13. The method of claim 12, wherein at least one of the plurality of employees is a district manager.

14. The method of claim 1, wherein the step of communicating the message to an employee comprises communicating a plurality of messages to a plurality of employees.

3. (canceled)

8. (canceled)

15-20. -20. (canceled)

21. A method of collecting customer feedback, comprising:

providing a payment transaction facility, wherein the payment transaction facility includes a touch screen display adapted to present transaction information and receive a signature;

presenting a customer query on the touch screen display; and

presenting selectable answers on the touch screen display in an attempt to collect customer feedback.

22. The method of claim 21, wherein the payment transaction facility is adapted to accept credit cards.

23. The method of claim 21, wherein the payment transaction facility is adapted to accept debit cards.

24. The method of claim 21, wherein the payment transaction facility is adapted to accept smart cards.

25. The method of claim 21, wherein the payment transaction facility is adapted to accept RFID transaction cards.

26. The method of claim 21, wherein the selectable answers are selectable by touching the touch screen.

27. The method of claim 21, wherein the customer feedback is transmitted to an employee of a retail enterprise associated with the payment transaction facility.

28. The method of claim 27, wherein the transmission is made substantially in real time.

29. The method of claim 27, wherein the customer feedback is compared against a threshold value in accordance to a business rule.

30. A system, comprising:

an input collection facility physically located in a retail environment for collecting customer feedback;

a wireless communication facility for transmitting the customer feedback to a data processing facility, wherein the data processing facility automatically compares the customer feedback to at least one threshold value in accordance to a business rule to determine an alert action; and

an enterprise communication facility for communicating a message to an employee of an enterprise associated with the retail environment.

31-49. -49. (canceled)

50. A system of collecting customer feedback, comprising:

a payment transaction facility, wherein the payment transaction facility includes a touch screen display adapted to present transaction information and receive a signature;

a customer query presented on the touch screen display; and

selectable answers presented on the touch screen display in an attempt to collect customer feedback.

51-58. -58. (canceled)