AUTOMATICALLY EVALUATING CUSTOMER SATISFACTION

• US 20140019199A1
• Filed: 07/13/2012
• Published: 01/16/2014
• Est. Priority Date: 07/13/2012
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Appel, Ana Paula, Gatti, Maira Athanazio De Cerqueira, De Paula, Rogerio Abreu
• Application Number:
  US13/548,727
• Publication Number:
  US 20140019199A1
• Time in Patent Office: Days
• US Class Current: 705/7.29
• CPC Class Codes: G06Q 30/00 Commerce

Abstract

A method for evaluating a satisfaction of a customer in a retail environment includes identifying an item for which the customer is searching in the retail environment, monitoring an activity of the customer with respect to the item in the retail environment, and automatically evaluating the satisfaction of the customer based on the activity of the customer with respect to the item.

Claims

1. A method for evaluating a satisfaction of a customer in a retail environment, the method comprising:

identifying an item for which the customer is searching in the retail environment;

monitoring an activity of the customer with respect to the item in the retail environment, wherein the activity includes offline activity of the customer occurring between a point of search and a point of sale; and

automatically evaluating the satisfaction of the customer based on the activity of the customer with respect to the item,

wherein at least one of;

the monitoring or the automatically evaluating is performed using a processor.

2. The method of claim 1, wherein the identifying comprises:

receiving an input from the customer;

recognizing a searchable entity in the input; and

locating the item in an inventory database, wherein the item is relevant to the searchable entity.

3. The method of claim 2, wherein the item is an exact match to an item indicated by the searchable entity.

4. The method of claim 2, wherein the item is an alternative to an item indicated by the searchable entity.

5. The method of claim 2, wherein the searchable entity is a word.

6. The method of claim 2, wherein the searchable entity is a phrase.

7. The method of claim 2, wherein the searchable entity is a character.

8. The method of claim 2, wherein the searchable entity is an image.

9. The method of claim 1, wherein the monitoring comprises:

capturing data that uniquely identifies the customer;

generating an identification for the customer in accordance with the data, wherein the identification facilitates the monitoring; and

associating the item with the identification.

10. The method of claim 9, wherein the data is an image of the customer.

11. The method of claim 9, wherein the data is a biometric feature of the customer.

12. The method of claim 1, wherein the automatically evaluating comprises:

detecting whether the customer purchased the item; and

inferring the satisfaction based on whether the customer purchased the item.

13. The method of claim 12, further comprising:

reporting to a representative of the retail environment that the item may be out-of-shelf when the customer does not purchase the item.

14. The method of claim 1, further comprising:

reporting a metric that quantifies the satisfaction.

15. The method of claim 14, wherein the metric is a numerical indicator having a value that falls within a defined range that indicates varying levels of satisfaction.

16. The method of claim 14, wherein the metric is a non-numeric indicator that falls on a rubric that indicates varying levels of satisfaction.

17. The method of claim 14, wherein the metric is a computed result of a weighted average.

18. The method of claim 1, wherein the processor is part of a mobile device used by the customer.

19. The method of claim 1, wherein the automatically evaluating is performed without receiving explicit feedback from the customer relating to the satisfaction.

20. A method for evaluating a satisfaction of a customer in a retail environment, the method comprising:

capturing data that uniquely identifies the customer;

generating an identification for the customer in accordance with the data;

receiving an input from the customer;

identifying an item in an inventory of the retail environment that is relevant to the input;

associating the item with the identification;

monitoring an activity of the customer in the retail environment, using the identifier, wherein the activity includes offline activity of the customer occurring between a point of item search and a point of sale;

detecting when the customer leaves the retail environment; and

automatically evaluating the satisfaction of the customer based at least in part on whether the customer purchases the item before leaving the retail environment,

wherein at least one of;

the capturing, the generating, the identifying, the associating, the monitoring, the detecting, or the automatically evaluating is performed using a processor.