PERFORMING FOLLOW-UP ACTIONS BASED ON SURVEY RESULTS

• US 20140229238A1
• Filed: 04/17/2014
• Published: 08/14/2014
• Est. Priority Date: 12/04/2009
• Status: Abandoned Application

• Current Assignee: Xpo Last Mile, Inc. (XPO, Inc.)
• Original Assignee: 3PD, Inc. (XPO, Inc.)
• Inventors: Meyer, Karl, Turner, Jonathan
• Application Number:
  US14/255,626
• Publication Number:
  US 20140229238A1
• Time in Patent Office: Days
• US Class Current: 705/7.32
• 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 methods for prompting follow-up actions in response to a survey are disclosed. According to some implementations, a computer-implemented method may include conducting an automated survey on a customer associated with a customer location regarding a service performed by a servicer for a customer associated with the customer location, the automated survey being configured by a computer utilizing a processing device to automatically prompt the customer for survey result information regarding the quality of the service performed by the servicer for the customer associated with the customer location, wherein the customer location is the location of the customer from which the servicer leaves upon completion of the service performed by the servicer for the customer. The method may also include automatically receiving, by the computer, the survey result information regarding the service performed by the servicer for the customer associated with the customer location. Additionally, the method may include analyzing, by an automated survey result analyzing module, the survey result information to determine whether the at least one follow-up action is warranted based in part on an analysis of the automated survey result information received from the customer in response to the automated survey. Further, in response to determining that the at least one follow-up action is warranted, the method may include providing a notification, by the computer, to the at least one individual responsible for performing the at least one follow-up action.

Claims

1. A computer-implemented method for determining if at least one follow-up action is warranted based in part on analyzing survey result information, and notifying at least one individual responsible for performing the at least one follow-up action, the method comprising the steps of:

conducting an automated survey on a customer associated with a customer location regarding a service performed by a servicer for a customer associated with the customer location, the automated survey being configured by a computer utilizing a processing device to automatically prompt the customer for survey result information regarding a quality of the service performed by the servicer for the customer associated with the customer location, wherein the customer location is the location of the customer from which the servicer leaves upon completion of the service performed by the servicer for the customer;

after conducting the automated survey with the customer regarding the service performed by the servicer for the customer associated with the customer location, automatically receiving, by the computer, the survey result information regarding the service performed by the servicer for the customer associated with the customer location;

in response to receiving the survey result information regarding the service performed by the servicer for the customer associated with the customer location, analyzing, by an automated survey result analyzing module, the survey result information to determine whether the at least one follow-up action is warranted based in part on an analysis of the survey result information received from the customer in response to the automated survey; and

in response to determining that the at least one follow-up action is warranted, providing a notification, by the computer, to the at least one individual responsible for performing the at least one follow-up action, wherein the at least one follow-up action is performed to resolve issues related to a quality of service performed by the servicer for the customer at the customer location.

2. The computer-implemented method of claim 1, wherein determining whether the at least one follow-up action is warranted further comprises determining, by the computer, if a follow-up flag has been set.

3. The computer-implemented method of claim 1, wherein providing the notification further comprises:

determining, by the computer, if the at least one follow-up action warrants involvement by a field manager; and

notifying, by the computer, the field manager when field manager involvement is warranted.

4. The computer-implemented method of claim 3, wherein notifying the field manager comprises one of transmitting to the field manager the survey result information, forwarding to the field manager a hyperlink to the survey result information, and enabling the field manager to access contact information of the customer.

5. The computer-implemented method of claim 1, wherein providing the notification further comprises the steps of:

determining, by the computer, if the at least one follow-up action warrants involvement by a client; and

notifying, by the computer, the client when client involvement is warranted.

6. The computer-implemented method of claim 1, further comprising the steps of:

determining, by the computer, if the survey result information meets criteria for sending an auto-notification to a client; and

sending, by the computer, the auto-notification to the client if the criteria are met.

7. The computer-implemented method of claim 1, wherein the step of conducting an automated survey on a customer associated with a customer location regarding a service performed by a servicer for a customer associated with the customer location further comprises a queue to determine when the automated survey will take place.

8. The computer-implemented method of claim 1, further comprising enabling, by the computer, an operator to execute at least one of the steps of:

authorizing a gift card to be sent to the customer;

sending the survey result information to a store where the customer purchased a product;

contacting the customer by telephone; and

addressing a customer issue with a delivery team.

9. A survey follow-up system for determining if at least one follow-up action is warranted after conducting an automated survey, and notifying at least one individual responsible for performing the at least one follow-up action 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 configured to store a database and the survey program that is executable by the processing device, the survey program including at least;

a survey conducting module configured to automatically conduct the automated survey on a customer regarding a service performed by a servicer for a customer at a customer location, the automated survey configured to prompt the customer for survey result information regarding the service performed by the servicer for the customer at the customer location, wherein the customer location is the location of the customer from which the servicer leaves upon completion of the service performed by the servicer for the customer;

an automated survey result analyzing module configured to analyze the survey result information and determine whether the at least one follow-up action is warranted based in part on an automatic analysis of the survey result information; and

a survey follow-up module configured to provide a notification to the at least one individual responsible for performing the at least one follow-up action upon determining that the at least one follow-up action is warranted, wherein the at least one follow-up action is performed to resolve issues related to a quality of service performed by the servicer for the customer at the customer location.

10. The survey follow-up system of claim 9, wherein the survey conducting module includes a queue to determine when the automated survey will take place.

11. The survey follow-up system of claim 9, wherein the automated survey result analyzing module is further configured to determine if the at least one follow-up action warrants involvement by a field manager, and notify the field manager when field manager involvement is warranted.

12. The survey follow-up system of claim 9, wherein the automated survey result analyzing module is further configured to determine if the at least one follow-up action warrants involvement by a client, and notify the client when client involvement is warranted.

13. The survey follow-up system of claim 9, wherein the survey program is further configured to set a flag to open a follow-up case upon determining that at least one follow-up action is warranted.

14. A computer-implemented method for determining if at least one follow-up action is warranted after conducting an automated survey, and providing a user interface where a user of the user interface may select at least one of the at least one follow-up actions from a follow-up actions selection, the method comprising the steps of:

conducting the automated survey on a customer associated with a customer location, the automated survey on a customer regarding a service performed by a servicer for a customer at a customer location, the automated survey being configured by a computer utilizing a processing device to automatically prompt the customer for survey result information;

after conducting the automated survey with a customer regarding the service performed by the servicer for the customer at the customer location, automatically receiving, by the computer, the survey result information regarding the service performed by the servicer for the customer at the customer location;

after receiving the survey result information regarding the service performed by the servicer for the customer at the customer location, analyzing, by an automated survey result analyzing module, the survey result information to determine whether the at least one follow-up action is warranted based in part on an analysis of the survey result information received from the customer in response to conducting the automated survey;

in response to determining that the at least one follow-up action is warranted regarding the service performed by the servicer for the customer at the customer location, displaying the user interface including at least the follow-up actions selection having a plurality of selectable follow-up actions, wherein the plurality of selectable follow-up actions is based at least in part on the services performed by the servicer for the customer;

enabling the user of the user interface to select at least one of the at least one follow-up actions from the follow-up actions selection; and

in response to enabling the user of the user interface to select at least one of the at least one follow-up actions from the follow-up actions selection, providing a notification from the computer to at least one individual responsible for performing the at least one follow-up action.

15. The computer-implemented method of claim 14, wherein providing a notification further comprises:

determining, by the computer, if the at least one follow-up action warrants involvement by a field manager; and

notifying, by the computer, the field manager when field manager involvement is warranted by transmitting to the field manager at least one of the survey result information and a hyperlink to the survey result information.

16. The computer-implemented method of claim 14, wherein the survey result information comprises at least a voice message provided by the customer, the voice message stored in digital form, and wherein the method further comprises presenting, by the computer, a user interface to a field manager, the user interface showing contact information of the customer and providing access to the voice message by the field manager.

17. The computer-implemented method of claim 14, wherein providing a notification further comprises:

determining, by the computer, if the at least one follow-up action warrants involvement by a client; and

notifying, by the computer, the client when client involvement is warranted.

18. The computer-implemented method of claim 14, wherein the step of conducting the automated survey regarding the service performed by the servicer for the customer at the customer location further comprises utilizing a queue to determine when the automated survey will take place.

19. A survey follow-up system for determining if at least one follow-up action is warranted after conducting an automated survey and providing a user interface where a user of the user interface may select at least one of the at least one follow-up actions from a follow-up actions selection 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 configured to store a database and the survey program, the survey program including;

a survey conducting module configured to conduct an automated survey on a customer associated with a customer location regarding a service performed by a servicer for a customer at a customer location, the automated survey configured to prompt the customer for survey result information regarding the service performed by the servicer for the customer at the customer location;

a survey result analyzing module configured to determine when the at least one follow-up action is warranted based in part on an analysis of the survey result information;

a survey result monitoring module configured to enable a user of the user interface to select at least one of the at least one follow-up actions from the follow-up actions selection; and

a survey follow-up module configured to provide a notification to at least one individual responsible for performing the at least one follow-up action.

20. The survey follow-up system of claim 19, wherein the survey follow-up module is further configured to enable a user to monitor a plurality of follow-up cases, the follow-up cases including follow-up actions with the customer in response to feedback from the customer, and further comprising:

a survey result reporting module configured to transmit one or more reports to at least one of a service group and a client of the service group.

21. The survey follow-up system of claim 19, wherein the survey result information comprises at least a voice message provided by the customer, the voice message stored in digital form and the survey follow-up system further comprises presenting, by the computer, a user interface to a field manager, the user interface showing contact information of the customer and providing access to the voice message by the field manager.

22. The survey follow-up system of claim 19, wherein the survey follow-up module is further configured to:

determine if the at least one follow-up action warrants involvement by a client; and

notify the client when client involvement is warranted.

23. The survey follow-up system of claim 19, further configured to:

prompt the user to enter additional information related to performing at least one of the follow-up actions.

24. The survey follow-up system of claim 19, wherein the survey follow-up module is further configured to execute the steps of:

enable a user to perform a search of records of multiple follow-up cases, the user interface displaying results of the search in order of an age of the follow-up case;

display one or more of the follow-up actions from the multiple follow-up cases; and

receive a selection from the user of at least one of the follow-up actions.

25. The survey follow-up system of claim 19, wherein the survey program is further configured to set a flag to open a follow-up case upon determining that at least one follow-up action is warranted.