ANALYZING SURVEY RESULTS

• US 20110137808A1
• Filed: 03/11/2010
• Published: 06/09/2011
• Est. Priority Date: 12/04/2009
• Status: Abandoned Application

• Current Assignee: Xpo Last Mile, Inc. (XPO, Inc.)
• Original Assignee: 3PD
• Inventors: Meyer, Karl, Turner, Jonathan
• Application Number:
  US12/722,463
• Publication Number:
  US 20110137808A1
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/083 Shipping
• CPC Class Codes: G06Q 10/0833 Tracking
• CPC Class Codes: G06Q 10/1095 Meeting or appointment
• CPC Class Codes: G06Q 30/016 After-sales
• 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 30/0282 Rating or review of business operators or products
• CPC Class Codes: G08G 1/123 indicating the position of vehicles, e.g. scheduled vehicles; Managing passenger vehicles circulating according to a fixed timetable, e.g. buses, trains, tramstransmission of navigation instructions to vehicles G08G1/0968

Abstract

Systems and method for analyzing results of an automated survey are disclosed herein. According to some implementations, a computer implemented method comprises receiving survey result information, where the survey result information includes information extracted from an automated survey offered to a survey recipient. The computer implemented method also comprises performing an analysis of the survey result information and determining if the analysis of the survey result information warrants one or more follow-up actions with a customer.

Claims

1. A computer-readable medium encoded with computer-executable instructions, the computer-executable instructions comprising:

logic adapted to receive survey result information, the survey result information comprising information extracted from an automated survey that is offered to a survey recipient;

logic adapted to perform an analysis of the survey result information;

logic adapted to determine if the analysis of the survey result information warrants one or more follow-up actions with a customer.

2. The computer-readable medium claim 1, wherein the logic adapted to perform the analysis is further adapted to calculate an average score based in part on the survey recipient'"'"'s numeric answers to survey questions in the automated survey.

3. The computer-readable medium of claim 1, wherein the logic adapted to perform the analysis further comprises:

logic adapted to determine if a voice message has been received from the survey recipient;

logic adapted to provide access to the voice message when it is determined that a voice message has been received, access being provided to an authorized operator; and

logic enabling the authorized operator to enter a summary of the voice message.

4. The computer-readable medium of claim 3, wherein the logic adapted to perform the analysis further comprises:

logic adapted to provide classification categories enabling the operator to classify one or more customer issues extracted from the voice message;

wherein the classification categories include one or more categories selected from the group consisting of a scheduling issue, an incorrect phone number, a contract carrier issue, a delivery fee issue, an issue regarding a schedule notification, poor service at the store, a damaged product, a defective product, missing parts of the product, a wrong delivery address, a store issue, and a compliment.

5. A computer implemented method comprising:

receiving survey result information, the survey result information comprising information extracted from an automated survey offered to a survey recipient;

performing an analysis of the survey result information;

determining if the analysis of the survey result information warrants one or more follow-up actions with a customer.

6. The computer implemented method of claim 5, wherein performing the analysis further comprises calculating a score based in part on the survey recipient'"'"'s answers to survey questions in the automated survey.

7. The computer implemented method of claim 6, wherein the survey recipient'"'"'s answers are numeric answers.

8. The computer implemented method of claim 7, wherein the numeric answers range from 1 to 5, where an answer of 1 represents “

completely dissatisfied” and

an answer of 5 represents “

completely satisfied.”

9. The computer implemented method of claim 8, wherein the score is an average of the numeric answers.

10. The computer implemented method of claim 9, wherein determining if the analysis of the survey result information warrants one or more follow-up actions further comprises determining if the average is below 3.0.

11. The computer implemented method of claim 8, wherein determining if the analysis of the survey result information warrants one or more follow-up actions further comprises determining if one or more answers are a 1.

12. The computer implemented method of claim 5, wherein analyzing the survey result information comprises determining if a voice message has been received from the survey recipient.

13. The computer implemented method of claim 12, further comprising:

providing access to the voice message when it is determined that a voice message has been received, access being provided to an authorized operator; and

enabling the authorized operator to enter a summary of the voice message.

14. The computer implemented method of claim 13, further comprising:

providing classification categories enabling the operator to classify one or more customer issues extracted from the voice message.

15. The computer implemented method of claim 14, wherein the classification categories include one or more categories selected from the group consisting of a scheduling issue, an incorrect phone number, a contract carrier issue, a delivery fee issue, an issue regarding a schedule notification, poor service at the store, a damaged product, a defective product, missing parts of the product, a wrong delivery address, and a store issue.

16. The computer implemented method of claim 12, further comprising:

placing the voice message in a queue with other voice messages, the voice messages being ordered with respect to the time when the voice message was received.

17. The computer implemented method of claim 5, further comprising:

setting a flag when it is determined that the analysis of the survey result information warrants one or more follow-up actions.

18. The computer implemented method of claim 5, wherein the survey recipient and the customer are the same.

24. The survey result analysis system of claim 13, wherein the survey program provides classification categories in a user interface enabling the user to classify one or more customer issues extracted from the voice message, wherein the classification categories include one or more categories selected from the group consisting of a scheduling issue, an incorrect phone number, a contract carrier issue, a delivery fee issue, an issue regarding a schedule notification, poor service at the store, a damaged product, a defective product, missing parts of the product, a wrong delivery address, and a store issue.

19. A survey result analysis system comprising:

a processing device associated with a computing system, the processing device configured to execute a survey program; and

a memory device in communication with the processing device, the memory device comprising a database and configured to store the survey program, the survey program configured to enable the processing device to;

retrieve survey result information from the database, the survey result information comprising information extracted from an automated survey offered to a survey recipient;

analyze the survey result information; and

determine if the survey result information warrants one or more follow-up actions with a customer.

20. The survey result analysis system of claim 19, wherein the processor device is further enabled to calculate scores based in part on the survey recipient'"'"'s numeric answers to survey questions in the automated survey, wherein acceptable numeric answers range from 1 to 5, where an answer of 1 represents “

completely dissatisfied” and

an answer of 5 represents “

completely satisfied.”

21. The survey result analysis system of claim 20, wherein the processor device is further enabled to determine if one or more follow-up actions are warranted if the average of the numeric answers is below 3.0.

22. The survey result analysis system of claim 20, wherein the processor device is further enabled to determine if one or more follow-up actions are warranted if one or more numeric answers are a 1.

23. The survey result analysis system of claim 19, wherein the processor device is further enabled to retrieve any voice message left by the survey recipient and provide access to the voice message a member of a service group enabling the member to enter a summary of the voice message.