Customer satisfaction terminal

• US 4,345,315 A
• Filed: 01/19/1979
• Issued: 08/17/1982
• Est. Priority Date: 01/19/1979
• Status: Expired due to Term

• Current Assignee: Symbol Technologies, Inc. (Zebra Technologies Corporation)
• Original Assignee: MSI Data Corp. (Zebra Technologies Corporation)
• Inventors: Cadotte, Ernest R., Hester, Gerald P.
• Primary Examiner(s): Shaw, Gareth D.
• Assistant Examiner(s): Chan, Eddie P.
• Application Number:
  US06/004,901
• Time in Patent Office: 1,306 Days
• Field of Search: 364/900 MS File, 364/200 MS File, 340/152 R, 340/149 R, 179/2 AS, 325/31, 35/9 R, 35/9 A, 35/48 R, 40/446, 235/54 F, 434/306, 434/322, 434/347
• US Class Current: 705/7.32
• 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 30/0204 Market segmentation

Abstract

An electronic terminal for electronically collecting opinion data from customers of a service organization as to the satisfaction with the services rendered. The electronic terminal has a keyboard that displays the inquiries with multiple choice responses for each inquiry. A response is associated with each key whereby the operation of the key records the associated response. The response representative of each operated key are collected under the electronic control of a microprocessor controller and visually displaying to the customer each of his selections. A tally of each answer is permanently recorded in the terminal. The electronic control for the terminal includes stored parameters for programming certain operations. The terminal includes a porable data collection terminal for receiving the collected data and permitting it to be transmitted to a remote point by conventional telephone lines to a host processor. The terminal may include a printer for providing written reports of the accumulated data in preselected formats. The printer is controlled by an individual microprocessor for arithmetically processing the collected data and printing it out. The parameter data may be examined and/or modified by authorized personnel of the service organization. Similarly, the stored tally counts may be visually displayed for on-the-site interpretations of the service questions.

Claims

1. A method of anonymously collecting data on customer satisfaction with the services rendered by a service organization, including the steps of

providing an electronic terminal having a multiplicity of pressure sensitive keys on one face thereof, said face of the terminal being capable of simultaneously and continuously displaying a plurality of permanently recorded customer satisfaction inquiries at preselected locations on the terminal and individual multiple responses tailored for each different inquiry, a plurality of groups of keys corresponding to the plurality of inquiries arranged adjacent individual inquiries and being representative of the individual responses for the single inquiry adjacent thereto with each key of the group being representative of a different response to the same inquiry,

the terminal including means for individually substituting different permanently recorded inquiries and the responses for the displayed inquiries associated with a group or groups of keys,

placing the thus defined electronic terminal in a location of the service organization that is readily accessible to the customers of the service organization so that the customers are invited to use the terminal and record their opinions as to the services they have experienced, the same inquiries and multiple responses being continuously displayed to a multiplicity of customers until the service organization changes the inquiries and multiple responses,

the operation of a key generating an electrical data signal representative of opinion data relative to a previously identified inquiry displayed on the terminal,

individually collecting the electrical data signals representative of each individually selected response signalled by the operation of a key by the terminal user on the basis of the location of the operated key,

storing the electrical data signals in permanent storage means within the terminal on the basis of the number of users selecting each individual response to each of the individual responses,

the permanent storage means includes program storage characters for defining the responses to each inquiry as permitting multiple responses or only a single response to an inquiry for each inquiry,

examining the program storage characters to determine if the inquiry has been programmed for a single response or multiple responses,

temporarily storing all key operations for each inquiry based on the collected data signals in a temporary storage device prior to storage in the permanent storage means,

if it is determined an inquiry has been programmed for a single response, clear all previously stored data signals while maintaining the last data signal stored in the temporary storage device whereby the terminal user may change a previously selected response prior to storage in the permanent storage means.

2. A method of anonymously collecting data on customer satisfaction with the services rendered by a service organization as recited in claim 1 including the step of automatically storing the time of day, the day and month in the permanent storage means so that the stored data signals can be reviewed in relationship to the time of day, etc. the opinions were rendered.

3. A method of anonymously collecting data on customer satisfaction with the services rendered by a service organization as recited in claim 1 including the step of automatically discriminating between valid and invalid use of the terminal and only storing the data signals in the permanent storage means representing the valid use of the terminal,

the step of discriminating between valid and invalid use of the terminal comprises determining if the number of key operations is greater than a preselected number of minimum key operations and less than a preselected number of maximum key operations and identifying all terminal usages falling between said minimum and maximum numbers as a valid use of the terminal and storing the data signals in the permanent storage means only for the identified valid usages of the terminal.

4. A method of anonymously collecting data on customer satisfaction with the services rendered by a service organization as defined in claim 1 including the step of transmitting the collected data signals to a remote location for data processing.

5. A method of anonymously collecting data on customer satisfaction with the services rendered by a service organization as defined in claim 1 wherein the electronic terminal includes printing means housed within the terminal and the steps include printing out the collected data signals on the basis they reside in the permanent storage means.

6. A method of anonymously collecting data on customer satisfaction with the services rendered by a service organization as defined in claim 5 wherein the printing means includes programmable microprocessor means for controlling the print out of the printing means, and including the step of programming the microprocessor means to perform preselected mathematical computations with respect to the collected data signals and printing out the resultants of the computations.

7. A method of anonymously collecting data on customer satisfaction with the services rendered by a service organization as defined in claim 3 including the steps of identifying, counting and recording all invalid uses of the terminal and counting and recording all valid uses of the terminal.

8. A method of anonymously collecting data on customer satisfaction with the services rendered by a service organization as defined in claim 1 including the step of visually signalling the operation of each key by continuously energizing a lamp arranged adjacent each key in response to the operation of a key.

9. A method of anonymously collecting data on customer satisfaction with the services rendered by a service organization as defined in claim 1 wherein at least one inquiry displayed on the terminal requires numerical data as a response and a plurality of keys are associated with said one inquiry with each key representing a different numerical value, and the keyboard includes a digital display adapted to display the numerical values represented by an operated numerical key,

converting the electrical data signals generated in response to the operation of said keys representative of numerical data to digital display signals for signalling the numerical values of the selected numerical key, and

coupling the digital display signals to the digital display to display the selected numerical value.

10. A method of anonymously collecting opinion data including the steps of

recording a plurality of inquiries with multiple choice responses for each individual inquiry,

simultaneously displaying the record of the plurality of inquiries and the corresponding responses with a keyboard so that the individual keys of the keyboard are associated with and represent one of the multiple choice responses of the group of responses for an individual inquiry,

providing a manually operable mode select switch switchable between an "operate" mode for collecting opinion data or a "parameter" mode for storing data in a permanent memory and reading out the data,

permanently storing data including program data in a permanent memory that is addressable to read out the data and write in new data when the mode select switch is in the "parameter" mode,

placing the select switch in the "operate" mode for acquiring response data represented by an operated key,

while the select switch is in the "operate" mode, electronically scanning the keyboard to acquire response data represented by an operated key and continuously displaying the fact that an individual key has been operated and the corresponding response or responses for each displayed inquiry has been selected,

designating addressable locations in the permanent memory as tally counters for storing a count representative of the number of times each individual key of the keyboard associated with an individual response has been selected,

incrementing each tally counter in the permanent memory for each of said keys that have been operated,

the program data stored in the permanent data includes data for identifying an inquiry as requiring multiple responses or single responses to the displayed inquiries,

examining the program data to determine the single or multiple response requirement for each displayed inquiry,

upon determining that an inquiry has been programmed for multiple responses, incrementing each tally counter for each operated key, and

upon determining that an inquiry has been programmed for a single response, incrementing the tally counter for the last operated key only for said single response inquiry.

11. A method of anonymously collecting opinion data as defined in claim 10 including the step of placing the mode select switch in the "parameter" mode,

while the select switch is in the "parameter" mode, displaying each piece of data stored in the permanent memory including the response data in each tally counter.

12. A method of anonymously collecting opinion data as defined in claim 10, including the steps of placing the mode select switch in the "parameter" mode,

while the select switch is in the "parameter" mode, displaying the program data in a preselected sequence,

while displaying said program data, modifying or clearing preselected segments of the program data.

13. A method of anonymously collecting opinion data as defined in claim 10 including the step of providing print means for printing hard copy,

placing the mode select switch in the "parameter" mode,

while the select switch is in the "parameter" mode, transferring preselected data stored in the memory to said print means, and

printing out the transferred data as a hard copy print out.

14. A method of anonymously collecting opinion data as defined in claim 10 including the step of placing the mode select switch in the "parameter" mode,

while the select switch is in the "parameter" mode, clearing the tally counters for each response key.

15. A method of anonymously collecting opinion data as defined in claim 10 wherein the keyboard is switchably electrically powered and including the steps of automatically and periodically timing the keyboard to determine if a preselected time interval has elapsed since a key has been operated,

if it is determined that the preselected time interval has elapsed since the key has been operated removing the electrical power to the keyboard, and

if a key has been operated prior to the elapse of the preselected time interval, resetting said timing of the keyboard operations in response to a key operation and maintaining the electrical power on the keyboard.

16. A method of anonymously collecting opinion data as defined in claim 10 wherein the keyboard is switchably electrically powered and including a real time clock for continuously providing electronic timing signals at preselected real time increments,

continuously recording the electronic timing signals in a permanent memory whether or not power is applied to the keyboard including the step of applying electrical power for preselected time intervals, if not previously powered during the recording step, to permit the recording thereof.

17. A method of anonymously collecting opinion data including the steps of

recording a plurality of inquiries with multiple choice responses for each individual inquiry,

simultaneously displaying the record of the plurality of inquiries and the corresponding responses with a keyboard so that the individual keys of the keyboard are associated with and represent one of the multiple choice responses of the group or responses for an individual inquiry,

providing a manually operable mode select switch switchable between an "operate" mode for collecting opinion data or a "parameter" mode for storing data in a permanent memory and reading out the data,

permanently storing data including program data in a permanent memory that is addressable to read out the data and write in new data when the mode select switch is in the "parameter" mode,

placing the select switch in the "operate" mode for acquiring response data represented by an operated key,

while the select switch is in the "operate" mode, electronically scanning the keyboard to acquire response data represented by an operated key and continuously displaying the fact that an individual key has been operated and the corresponding response or responses for each displayed inquiry has been selected,

dedicating addressable locations in the permanent memory as tally counters for storing a count representative of the number of times each individual key of the keyboard associated with an individual response has been selected,

incrementing each tally counter in the permanent memory for each of said keys that have been operated,

dedicating an addressable location in the permanent memory for storing a number corresponding to a displayed inquiry that is characterized as a "key" inquiry, the "key" inquiry being a reference for a plurality of other displayed inquiries whose responses being correlated to the "key" inquiry,

dedicating an addressable location in the permanent memory for storing a number corresponding to a displayed inquiry that will provide a "correlated" response to the response to the "key" inquiry,

repeating the last mentioned step of dedicating an addressable location in the permanent memory

18. A method of anonymously collecting opinion data as defined in claim 17 including the steps of providing print means for printing out hard copy,

transferring the "key" inquiry data and "correlated" inquiry data and tally counter data stored in the memory to the print means, and

printing out the transferred data as a hard copy print out.

19. A method of anonymously collecting opinion data as defined in claim 18 wherein the print means includes programmable processing means, and calculating the percentage of terminal users responding to "key" and "correlated" inquiries and then printing out same.

20. A method of anonymously collecting opinion data as defined in claim 18 including the steps of providing a microprocessor control means for the print means for processing including arithmetical processing of the data transferred thereto,

transferring preselected fixed data stored in the memory to said print means,

printing out the fixed data,

transferring preselected variable data stored in the memory to said print means,

performing preselected arithmetic processing on the transferred data by means of the microprocessor control means for the print means, and

printing out the resultants of the arithmetic processing.

21. A data collection terminal comprising

a housing having a plurality of keys arranged in rows and columns on one face thereof, said housing simultaneously displaying a plurality of inquiries with multiple responses for each inquiry, a response of the group of multiple responses for an individual inquiry being arranged in association with an individual key whereby the operation of a key represents the selection by the terminal user of the associated response,

the keys being arranged in an electrical matrix of rows and columns with each key arranged in electrical open circuit relationship with an individual row and column and the operation of the key momentarily bridges the row and column lines of an operated key to provide an answer signal,

the keys including a "record key" arranged at a preselected location in the rows and columns of keys to provide a "record" signal to said terminal,

microprocessor control circuit means mounted in the housing for providing key scan signals to the electrical matrix of rows and columns, row-by-row, for detecting and signalling the operation of an individual key and providing an answer signal to said microprocessor circuit means representative of the operated key, said microprocessor control circuit means including temporary storage means for temporarily storing the answer signals at preselected storage locations in accordance with the positions of the keys in said rows and columns,

permanent storage means for summing the number of times an individual response is selected with each response being assigned an individual storage location in said permanent storage means,

the operation of the "record" key provides a "record" signal to said microprocessor circuit means and said circuit means provides the necessary control signals for transferring the answer signals from the temporary storage means to said permanent storage means at the individual storage locations for summing the answer signals and thereby the number of times the individual responses have been selected by the terminal users, the plurality of keys including a plurality of keys representative of numerical data, each key being representative of a different piece of numerical data, and

wherein said housing includes digital display means for displaying alpha-numeric data and a mode select switch operable between an "operate" mode and a "parameter" mode, the mode select switch being mounted and secured in said terminal to be accessible only to an authorized individual, the "operate" mode of the select switch permitting anonymous individuals to operate the keys of the terminal to select the individual responses and thereby cause the microprocessor control circuit means to acquire the individual responses and display the selected responses as selected and to cause the recording of the selected responses in the permanent storage means only upon operation of the "record" key,

the permanent storage means having preselected parameters stored therein in the form of individual segments of numerical data for programming the terminal for performing preselected operations,

the "parameters" mode of the select switch permitting only authorized individuals to view the data comprising the answer data and programming data stored in the permanent memory by means of the digital display means,

said microprocessor control circuit means being responsive to the mode select switch being operated to the "parameter" position to permit the answer data and programming data to be displayed on the digital display

the keys including a "clear" key arranged at a preselected location in the rows and columns of keys,

said microprocessor control circuit means being further coupled to be responsive to the operation of the "record" and "clear" keys and being coupled to said digital display means for displaying the numerical data stored in the permanent storage means on the digital display means, the microprocessor control circuit means being further constructed and defined to be responsive to the operation of the "record" key to display the identification of a numerical value representative of a parameter and then responsive to the next sequential operation of the record key to display the identified numerical value so that the parameter and numerical value are displayed in the same sequence as their storage locations in the permanent storage means and to be responsive to the operation of the "clear" key to display the same numerical value and then responsive to the sequential operation of the "clear" key to display the same associate parameter identification data so that they are displayed in reverse sequence from their storage locations in the permanent storage means.

22. A data collection terminal as defined in claim 21 wherein said microprocessor circuit means includes means responsive to the operation of the keys representative of numeric data and said microprocessor circuit means operative to be responsive to the operation of the "record" key for transferring the keyed in numeric data into the permanent storage means at the locations of said individual segments of numerical data for programming the terminal.

23. A data collection terminal comprising

a housing having a plurality of keys arranged in rows and columns on one face thereof, said housing simultaneously displaying a plurality of inquiries with multiple responses for each inquiry, a response of the group of multiple responses for an individual inquiry being arranged in association with an individual key whereby the operation of a key represents the selection by the terminal user of the associated response,

the keys being arranged in an electrical matrix of rows and columns with each key arranged in electrical open circuit relationship with an individual row and column and the operation of the key momentarily bridges the row and column lines of an operated key to provide an answer signal,

the keys including a "record key" arranged at a preselected location in the rows and columns of keys,

microprocessor control circuit means mounted in the housing for providing key scan signals to the electrical matrix of rows and columns, row-by-row, for detecting and signalling the operation of an individual key and providing a key scan signal to said microprocessor circuit means representative of the operated key, said microprocessor control circuit means including temporary storage means for temporarily storing the answer signals at preselected storage locations in accordance with the position of the key in said rows and columns,

permanent storage means for summing the number of times an individual response is selected with each response being assigned an individual storage location in said permanent storage means,

the operation of the "record" key provides a key scan signal to said microprocessor circuit means and said circuit means provides the necessary control signals for transferring the answer signals from the temporary storage means to said permanent storage means at the individual storage locations for summing the number of times the individual responses have been selected by the terminal users, and

the keys including a plurality of keys representative of numerical data, each key being representative of different numerical data,

the keys further including a "clear" key arranged at a preselected location in the rows and columns of keys,

the housing including digital display means for displaying alpha-numeric data and a mode select switch operable between an "operate" mode and a "parameter" mode, the mode select switch being in the "operate" mode for collecting data,

the permanent storage means includes numerical data stored therein through the operation of the numerical data keys for programming preselected functions in accordance with the preselected different values of the numerical data and identification data representative of a unique parameter stored therein for each piece of numerical data,

said microprocessor control circuit means coupled to be responsive to the "parameter" mode of the mode select switch and the operation of the "record" and "clear" keys and being coupled to said digital display means for displaying the numerical data stored in the permanent storage means on the digital display means, the microprocessor control circuit means being further constructed and defined to be responsive to the operation of the "record" key to display the identification of a numerical value representative of a parameter and then responsive to the next sequential operation of the record key to display the identified numerical value so that the parameter and numerical value are displayed in the same sequence as their storage locations in the permanent storage means and to be responsive to the operation of the "clear" key to display the same numerical value and then responsive to the sequential operation or the "clear" key to display the same associated parameter identification data so that they are displayed in reverse sequence from their storage locations in the permanent storage means, and

circuit means coupled to be responsive to the operation of the keys representative of numerical data for transferring different programming numerical data into the permanent storage means at the locations of said stored numerical data and to be displayed at the digital display means as it is keyed in.

24. A data collection terminal as defined in claim 23 wherein said housing includes a conventional, portable data collection terminal including individual memory means therein, said conventional data collection terminal being removably mounted in said housing, and additional circuit means associated with said microprocessor control circuit means for transferring the answer signals from said temporary storage means of said microprocessor to said individual memory for the data collection terminal.

25. A data collection terminal as defined in claim 24 wherein said removably mounted conventional data collection terminal includes means for converting the answer signals received and stored therein to corresponding binary coded acoustic pulses for transmission over the conventional telephone lines upon removal of the conventional data collection terminal from the customer satisfaction terminal to transmit the acoustic pulses representative of answer signals to a remote point.

26. A data collection terminal as defined in claim 24 wherein said housing includes printing means stored therein and an additional, individual microprocessor circuit means coupled to said printing means, and circuit means in said first mentioned microprocessor circuit means for transferring the answer signals from the temporary storage means to said individual microprocessor circuit means to be printed out by said printing means, said individual microprocessor circuit means being programmable for controlling the printing means to print out preselected data in preselected formats, including performing calculations on the data represented by the key scan signals.

27. A data collection terminal as defined in claim 24 wherein preselected locations of said permanent storage means stores preselected data at each location useful for programming preselected functions.

28. A data collection terminal as defined in claim 27 wherein one storage location of said permanent storage means stores a numerical value representative of the lowest number of key actuations permitted for collecting valid data and another storage location of said permanent storage means stores a numerical value representative of the highest number of key actuations permitted for collecting valid data,

said microprocessor control circuit means includes counting means for counting the number of key operations and means for comparing the number of key operations to the stored low and high value of key operations and terminating the operation of the terminal in the event the number of key operations is less than said low value or greater than said high value and thereby identifying the valid and invalid entries on the terminal.

29. A data collection terminal as defined in claim 28 wherein said permanent storage means includes means for storing the number of valid entries on the terminal, the valid entries including all entries falling within the range that is greater than said stored low value of key operations and less than said stored high value of key operations, and means for increasing the number of valid entries in said storage means for each entry signalled as being valid.

30. A data collection terminal comprising

a housing having a plurality of keys arranged in rows and columns on one face thereof, said housing simultaneously displaying a plurality of inquiries with multiple responses for each inquiry, a response of the group of multiple responses for an individual inquiry being arranged in association with an individual key whereby the operation of a key respresents the selection of the terminal user of the associated response,

the keys being arranged in an electrical matrix of rows and columns with each key arranged in electrical open circuit relationship with an individual row and column and the operation of the key momentarily bridges the row and column lines of an operated key,

the keys including a "record key" arranged at a preselected location in the rows and columns of keys,

microprocessor control circuit means mounted in the housing for providing key scan signals to the electrical matrix of rows and columns, row-by-row, for detecting and signalling the operation of an individual key and providing an answer signal to said circuit means representative of the operated key, said microprocessor control circuit means including temporary storage means for temporarily storing the answer signals at preselected storage locations in accordance with the position of the key in said rows and columns,

permanent storage means for summing the number of times an individual response is selected with each response being assigned an individual storage location in said permanent storage means,

the operation of the "record" key provides a key scan signal to said microprocessor control circuit means and said circuit means provides the necessary control signals for transferring the answer signals from the temporary storage means to said permanent storage means at the individual storage locations for summing the number of times the individual response have been selected by the terminal users, and

the keys including a "clear" key arranged at a preselected location in the rows and columns of keys, digital display means and a mode select switch operable between an "operate" mode and a "parameter" mode, the mode select switch being in the "operate" mode for collecting data,

microprocessor control circuit means coupled to be responsive to the "parameter" mode of the mode select switch and the operation of the "record" and "clear" keys and being coupled to said digital display means for displaying the numerical data stored in the permanent storage means on the digital display means, the microprocessor control circuit means being further constructed and defined to be responsive to the operation of the "record" key to display the identification of a numerical value representative of a parameter and then responsive to the next sequential operation of the "record" key to display the identified numerical value so that the parameter and numerical value are displayed in the same sequence as their storage locations in the permanent storage means and to be responsive to the operation of the "clear" key to display the same numerical value and then responsive to the sequential operation of the "clear" key to display the same associated parameter identification data so that they are displayed in reverse sequence from their storage locations in the permanent storage means.