Customer satisfaction through customer identification and service-time measurement
First Claim
1. A computer-automated method for use by a service establishment in providing services to a customer, the method comprising:
- acquiring a signal from a device carried by the customer during a visit to the service establishment;
deriving from the signal information that allows identification of the customer;
using this information to identify the customer and to retrieve archived information about previous interactions with the customer,analyzing the archived information to identify a product or service of interest to the customer;
assessing the quality-of-service received by the customer during the visit;
deciding that the quality-of-service received by the customer during the visit was below a quality-of-service threshold; and
offering the identified product or service to the customer at a discount before the customer leaves the service establishment.
2 Assignments
0 Petitions
Accused Products
Abstract
A service establishment, such as a fast-food restaurant or a bank, improves customer satisfaction by monitoring the quality of service received by the customer and compensating the customer with a personalized offer of compensation when service is inadequate. When the customer visits the service establishment, the service establishment detects the customer'"'"'s presence by acquiring a signal from a device, such as an RF transponder, carried by the customer. The establishment uses information contained in this signal to identify the customer and to retrieve archived information about previous interactions with the customer. The establishment then analyzes the archived information to identify a product or service of interest to the customer and, before the customer leaves the service establishment, to offer the product or service to the customer.
25 Citations
25 Claims
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1. A computer-automated method for use by a service establishment in providing services to a customer, the method comprising:
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acquiring a signal from a device carried by the customer during a visit to the service establishment; deriving from the signal information that allows identification of the customer;
using this information to identify the customer and to retrieve archived information about previous interactions with the customer,analyzing the archived information to identify a product or service of interest to the customer; assessing the quality-of-service received by the customer during the visit; deciding that the quality-of-service received by the customer during the visit was below a quality-of-service threshold; and offering the identified product or service to the customer at a discount before the customer leaves the service establishment. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A network of computer systems for use in providing services to customers of a group of service establishments, the network comprising:
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(a) local computer systems that are located at the service establishments, each of which is configured to; collect information identifying customers of the service establishment and information about previous transactions with those customers; and when a customer is visiting the service establishment;
receive information identifying that customer;assess the quality-of-service received by the customer during the visit; and if the quality-of-service received by the customer during the visit is below a quality-of-service threshold, assist in delivering an offer to compensate the customer; and (b) a data-warehouse system configured to; receive from each of the local computer systems the information about the products and services purchased by customers and the information identifying those customers; and when a customer is visiting one of the service establishments, receive from the service establishment the information identifying that customer and, in response, deliver to the service establishment information about the products or services previously purchased by that customer for use in delivering the offer to the customer.
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15. A computer system for use by a service establishment in providing services to a customer, the system including an executable program that causes the computer to:
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receive a signal acquired from a device carried by the customer during a visit to the service establishment; receive information that allows identification of the customer; use this information to identify the customer and to retrieve archived information about previous interactions with the customer; analyze the archived information to identify a product or service of interest to the customer; assess the quality-of-service received by the customer during the visit; decide that the quality-of-service received by the customer during the visit was below a quality-of-service threshold; and before the customer leaves the service establishment, create an offer to deliver the product or service to the customer at a discount. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25)
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Specification