Customer feedback reporting

• US 7,567,983 B2
• Filed: 08/22/2006
• Issued: 07/28/2009
• Est. Priority Date: 09/19/2005
• Status: Active Grant

• Current Assignee: Cox Communications Incorporated (Cox Enterprises Incorporated)
• Original Assignee: Cox Communications Incorporated (Cox Enterprises Incorporated)
• Inventors: Pickelsimer, Lisa Ann
• Primary Examiner(s): Trujillo; James
• Assistant Examiner(s): Casanova; Jorge A
• Application Number:
  US11/508,029
• Publication Number:
  US 20070153318A1
• Time in Patent Office: 1,071 Days
• Field of Search: 707/104.1, 725/38, 725/46, 725/61
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

Systems and methods are disclosed for reporting customer feedback. The disclosed systems and methods may include extracting data in response to content selections by the customer, wherein the extracted data indicates customer preference data based on a content selection. Furthermore, the disclosed systems and methods may include storing the extracted data into a data repository and categorizing the extracted data for use by the content operator. Moreover, the disclosed systems and methods may include receiving a query requesting categorized data from the data repository and reporting the categorized data to the content operator.

Claims

1. A method of reporting customer preference data and customer usage data in response to content provided to the customer, for use by a content operator, the method comprising:

extracting data, utilizing a microprocessor, in response to content selections by the customer, wherein the content selections comprise customer purchases of at least one piece of content, and wherein the extracted data indicates customer preference data based on a content selection;

storing the extracted data into a data repository;

categorizing the extracted data for use by the content operator;

receiving a query requesting categorized data from the data repository; and

reporting the categorized data to the content operator, wherein the reporting of categorized data includes reporting revenue generated from the customer purchases of the at least one piece of content, the at least one piece of content comprising content provided by an on-demand content viewing service, wherein the reporting of categorized data further includes reporting churn trend data, the churn trend data comprising data related to customers which discontinue subscriber services, the churn trend data comprising a report indicating a comparison of customers using the on-demand content viewing service within a given time frame versus customers not using the on-demand content viewing service within the given time frame, wherein the reporting of the categorized data further includes a report detailing simultaneous usage rates for the viewing of on-demand content and for menu surfing related to the viewing of the on-demand content, wherein the reporting of the categorized data further includes ad-hoc data selected by a member of a business segment associated with the content operator, wherein the ad-hoc data is narrowed by the content operator using a drop-down menu in a user interface to narrow the data according to a hub utilized by the content operator.

2. The method of claim 1, further comprising extracting customer usage data and categorizing the usage data, wherein the categorized usage data is used to generate at least one report, the at least one report comprising buying trends for the customer content purchases over a period of time, wherein the buying trends are determined by dividing a number of the customer content purchases over a total number of customers.

3. The method of claim 2, wherein the customer preference data and customer usage data are extracted during communications between a cable television transmitter and a cable television receiver.

4. The method of claim 3, wherein the customer preference data and customer usage data is acquired from the customer'"'"'s set top box.

5. The method of claim 2, wherein the customer usage data is used by the content operator to detect content transmission errors and content reception errors.

6. The method of claim 1, wherein the report of the categorized data includes pre-determined data for use by a business segment associated with the content operator.

7. The method of claim 1, wherein the customer preference data is used by the content operator to request content from a content provider.

8. The method of claim 1, wherein the data repository is centrally located.

9. The method of claim 8, wherein the centrally located data repository receives customer preference data and customer usage data from a plurality of regional data repositories.

10. The method of claim 9, wherein a regional data repository stores customer preference data and customer usage data from one or more customer markets.

11. The method of claim 10, wherein the customer preference data includes viewing selection data from the customer, wherein the customer'"'"'s selection chooses content for viewing from a plurality of entertainment on-demand options.

12. The method of claim 1, wherein the reporting of categorized data further includes reporting data for anyone of the following:

service offering data, content provider data, content category data, subscription data, movie selection comparison data, simultaneous usage data, subscription on-demand usage, usage trend data and local market data.

13. A computer-readable hardware storage medium containing computer-executable instructions which, when executed on a computer, will cause the computer to perform a method of for reporting customer preference data and customer usage data in response to content provided to the customer, for use by a content operator, the method comprising:

extracting data in response to content selections by the customer, wherein the content selections comprise customer purchases of at least one piece of content, and wherein the extracted data indicates customer preference data based on a content selection;

storing the extracted data into a data repository;

categorizing the extracted data for use by the content operator;

receiving a query requesting categorized data from the data repository; and

reporting the categorized data to the content operator, wherein the reporting of categorized data includes reporting revenue generated from the customer purchases of the at least one piece of content, the at least one piece of content comprising content provided by an on-demand content viewing service, wherein the reporting of categorized data further includes reporting churn trend data, the churn trend data comprising data related to customers which discontinue subscriber services, the churn trend data comprising a report indicating a comparison of customers using the on-demand content viewing service within a given time frame versus customers not using the on-demand content viewing service within the given time frame, wherein the reporting of the categorized data further includes a report detailing simultaneous usage rates for the viewing of on-demand content and for menu surfing related to the viewing of the on-demand content, wherein the reporting of the categorized data further includes ad-hoc data selected by a member of a business segment associated with the content operator, wherein the ad-hoc data is narrowed by the content operator using a drop-down menu in a user interface to narrow the data according to a hub utilized by the content operator.

14. The computer-readable hardware storage medium of claim 13, further comprising extracting customer usage data and categorizing the usage data, wherein the categorized usage data is used to generate at least one report, the at least one report comprising a report of customer previews of the at least one piece of content versus the customer purchases of the at least one piece of content.

15. The computer-readable hardware storage medium of claim 13, wherein the customer preference data and customer usage data are extracted during communications between a cable television transmitter and a cable television receiver.

16. The computer-readable hardware storage medium of claim 13, wherein the customer usage data is used by the content operator to detect content transmission errors and content reception errors.

17. The computer-readable hardware storage medium of claim 13, wherein the data repository is centrally located and wherein the centrally located data repository receives customer preference data and customer usage data from a plurality of regional data repositories.

18. The computer-readable hardware storage medium of claim 17, wherein a regional data repository stores customer preference data and customer usage data from one or more customer markets.

19. The computer-readable hardware storage medium of claim 13, wherein the customer preference data includes viewing selection data from the customer, wherein the customer'"'"'s selection chooses content for viewing from a plurality of entertainment on-demand options.