CUSTOMER SATISFACTION DASHBOARD

• US 20140100921A1
• Filed: 09/24/2013
• Published: 04/10/2014
• Est. Priority Date: 10/08/2012
• Status: Abandoned Application

• Current Assignee: State Farm Mutual Automobile Insurance Company (State Farm)
• Original Assignee: State Farm Mutual Automobile Insurance Company (State Farm)
• Inventors: Plummer, Sherry, Sholtis, Doug, Flynn, Tom, Meyer, Les
• Application Number:
  US14/035,269
• Publication Number:
  US 20140100921A1
• Time in Patent Office: Days
• US Class Current: 705/7.32
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls

Abstract

A method of developing scores for a company including receiving, at a hardware server, customer experience data including information related to a customer'"'"'s experience with the company and information related to the customer'"'"'s specific interactions with the company; generating, by one or more processors, an experience score for the company based on the information related to the customer'"'"'s experience with the company; generating, by one or more processors, an interaction score for the company based on the information related to the customer'"'"'s specific interactions with the company; generating, by one or more processors, a composite score for the company; and rendering an image of at least one of the experience score, the interaction score, or the composite score for the company for presentation of the image via a computer.

Claims

1. A method of developing scores for a company comprising:

receiving, at a hardware server, customer experience data including information related to a customer'"'"'s experience with the company and information related to the customer'"'"'s specific interactions with the company;

generating, by one or more processors, an experience score for the company based on the information related to the customer'"'"'s experience with the company;

generating, by one or more processors, an interaction score for the company based on the information related to the customer'"'"'s specific interactions with the company;

generating, by one or more processors, a composite score for the company; and

rendering an image of at least one of the experience score, the interaction score, or the composite score for the company for presentation of the image via a computer.

2. The method of claim 1, wherein the information related to the customer'"'"'s experience with a company includes data associated with the customer'"'"'s perception of one or more experience categories.

3. The method of claim 2, wherein each of the experience categories corresponds to the customer'"'"'s perception of price, responsiveness, reliability, brand, expertise, accuracy, availability, or a factor based on an unequally weighted combination of simple, caring, and personalized.

4. The method of claim 3, wherein generating the experience score for the company includes:

weighting the price data in a range of 0.15 to 0.25 (15%-25%);

weighting the responsiveness data in a range of 0.10 to 0.20 (10%-20%);

weighting the reliability data in a range of 0.10 to 0.20 (10%-20%);

weighting the availability data in a range of 0.05 to 0.15 (5%-15%);

weighting the brand data in a range of 0.05 to 0.15 (5%-15%);

weighting the expertise in a range of 0.05 to 0.15 (5%-15%);

weighting the accuracy in a range of 0.05 to 0.15 (5%-15%; and

weighting the factor data in a range of 0.05 to 0.15 (5%-15%).

5. The method of claim 3, wherein generating the experience score for the company includes:

weighting the simple-to-do-business-with data in a range of 0.4 to 0.6 (40%-60%);

weighting the caring data in a range of 0.15 to 0.35 (15%-35%); and

weighting the personalized data in a range of 0.15 to 0.35 (15%-35%).

6. The method of claim 1, wherein the information related to the customer'"'"'s specific interactions with the company includes data associated with interactions between the customer and the company for two or more interaction categories

7. The method of claim 6, wherein each of the interaction categories is associated with interactions selected from a purchase, a quote, a new policy, a policy change, a new bank account, a change to a bank account, a new loan, a change to a loan, a loan payment, a new credit card, a change to a credit card account, a credit card payment, a new mutual fund, a change to a mutual fund, a new money market, a change to a money market, a new retirement account, a change to a retirement account, billing and payment, a deposit, a withdrawal, a fraud report or claims activity.

8. The method of claim 1, further comprising unequally weighting the customer experience data and equally weighting the customer specific interaction data.

9. The method of claim 1, wherein the composite score is an average of the experience score and the interaction score.

10. The method of claim 1, further comprising:

receiving, at the server, secondary customer experience data including information related to the customer'"'"'s experience with a second company, wherein the secondary customer experience data is weighted and combined to generate a secondary experience score for the second company.

11. The method of claim 10, further comprising:

receiving, at the server, secondary customer interaction data including information related to the customer'"'"'s specific interactions the second company; and

weighting and combining the secondary customer interaction data to generate a secondary interactions score for the second company.

12. The method of claim 11, further comprising:

combining the secondary experience score for the second company and the secondary interactions score for the second company to develop a secondary composite score for the second company;

rendering a second image of at least one of the secondary experience score, the secondary interaction score, and the secondary composite score for the second company; and

displaying the second image rendered for the second company concurrently with the image rendered for the company.

13. The method of claim 12, further comprising:

developing a company experiences score, a company interaction score, and a company composite score for each of a plurality of companies;

combining respective company experiences scores, company interaction scores, and company composite scores for all of the plurality of companies to create an industry experiences score, an industry interaction score, and an industry composite score; and

rendering at least one of the industry experiences score, the industry interaction scores, and the industry composite score for presentation with the respective company experiences scores, company interaction scores, and company composite scores for each of the plurality of companies or a selected portion of the plurality of companies.

14. A non-transitory computer-readable storage media storing computer executable instructions that when executed by one or more processors, cause the one or more processors to:

receive survey data related to a plurality of customers'"'"' observations about a plurality of companies;

for each of the plurality of companies;

develop an experience value based on survey data related to customer experience;

develop an interaction value based on survey data related to specific customer interactions; and

develop a composite score;

render an image showing at least one of the experience value, the interaction value, or the composite score for one or more of the plurality of companies; and

display the image on a computer display.

15. The computer-readable storage media of claim 14, wherein the plurality of companies includes at least one of insurance, financial or banking industry companies.

16. The computer-readable storage media of claim 14, wherein to develop an experience value based on survey data related to customer experience with the company the computer executable instructions cause the one or more processors to:

divide the data into experience data and customer interaction data;

segregate the experience data into experience categories;

average the values in each experience category; and

weight and combine the average values in each of the experience categories to develop an experience value.

17. The computer-readable storage media of claim 16, wherein the experience categories comprise at least one of price, responsiveness, reliability, brand, expertise, accuracy, availability, or a factor based on an unequally weighted combination of simple, caring, and personalized.

18. The computer-readable storage media of claim 14, wherein to develop an interaction value based on survey data related to specific customer interactions with the company the computer executable instructions cause the one or more processors to:

divide the data into experience data and customer interaction data;

segregate the customer interaction data into interaction categories;

average the values in each interaction category; and

weight and combine the average values in each of the interaction categories to develop an interaction value.

19. The computer-readable storage media of claim 18, wherein the interaction categories comprise equally weighted categories including two or more selected from:

a purchase interaction, a quote interaction, a new policy interaction, a policy change interaction, a new bank account interaction, a change to a bank account interaction, a new loan interaction, a change to a loan interaction, a loan payment interaction, a new credit card interaction, a change to a credit card account interaction, a credit card payment interaction, a new mutual fund interaction, a change to a mutual fund interaction, a new money market interaction, a change to a money market interaction, a new retirement account interaction, a change to a retirement account interaction, billing and payment interaction, a deposit interaction, a withdrawal interaction, a fraud report interaction or claims activity interaction.

20. The computer-readable storage media of claim 19, further comprising instructions that cause the processor to weight each of the interaction categories equally.

21. A system for evaluating customer experience data comprising:

a server having one or more processors, a network interface for sending and receiving data via a network to and from a plurality of computing devices, and a non-transitory computer storage media coupled to the processor configured to store computer executable instructions;

wherein the computer executable instructions when executed by the one or more processors cause the server to;

receive, via the network interface, data corresponding to a plurality of customer responses to a set of questions, wherein the questions are related to customer experiences with a plurality of companies;

group the answers into answer groups, where each answer group corresponds to one of the plurality of companies;

calculate, for each of the answer groups, a plurality of values;

generate a score for each of the plurality of companies based on the plurality of values;

calculate an average of all scores to form an industry average score; and

display at least one of the score for each of the plurality of companies or the industry average score.

22. The system of claim 21, wherein the computer executable instructions when executed by the one or more processors further cause the server to:

associate each response with a category of interest from a set of categories of interest; and

separate the answer groups into a plurality of category groups each corresponding to one of the set of categories of interest.

23. The system of claim 21, wherein each response is assigned a point value and wherein the each of the plurality of values is a sum of point values of all answers in a category group.

24. The system of claim 23, wherein the computer executable instructions when executed by the one or more processors further cause the server to:

create an experience subscore for each of the plurality of companies using responses related to an impression with respect price, reliability, and brand; and

create an interaction subscore for each of the plurality of companies including responses related to an impression with respect to a purchase, a quote, and billing and payment; and

display at least one of the the experience subscore and the interaction subscore with its at least one of the score for each of the plurality of companies or the industry average score.