RECEIVING PAGE-SPECIFIC USER FEEDBACK CONCERNING ONE OR MORE PARTICULAR WEB PAGES OF A WEBSITE

• US 20090083654A1
• Filed: 12/04/2008
• Published: 03/26/2009
• Est. Priority Date: 07/31/2002
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: OpinionLab Incorporated (Verint Systems Incorporated)
• Inventors: Nickerson, Rand B., Treschl, Mark A., Rudman, Jay S.
• Granted Patent: US 8,037,128 B2
• Time in Patent Office: Days
• US Class Current: 715/780
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

In one embodiment, a method for receiving page-specific user feedback concerning a web page of a website includes using an icon viewable on the page to solicit one or more page-specific open-ended comments concerning the page from a user that has accessed the page. The method includes using software associated with the comment icon and executable in a computing environment of the user to receive the one or more page-specific open-ended comments concerning the particular web page from the user and to obtain background data for reporting to a website owner along with the one or more page-specific open-ended comments concerning the particular web page. The background data facilitating resolution of an issue reflected in the one or more page-specific open-ended comments concerning the particular web page received from the user.

Claims

1. A system for receiving page-specific user feedback concerning a particular web page of a website, comprising

a comment icon viewable on the particular web page and soliciting one or more page-specific open-ended comments concerning the particular web page from a user that has accessed the particular web page;

software associated with the comment icon and executable in a computing environment of the user, the software operable to receive the one or more page-specific open-ended comments concerning the particular web page from the user and to obtain background data for reporting to a website owner along with the one or more page-specific open-ended comments concerning the particular web page, the background data facilitating resolution of an issue reflected in the one or more page-specific open-ended comments concerning the particular web page received from the user.

2. The system of claim 1, further comprising an input icon viewable on the particular web page independent of input from the user subsequent to the user accessing the particular web page, the input icon soliciting page-specific feedback concerning the particular web page from the user independent of input from the user subsequent to the user accessing the particular web page, the input icon operable to receive user input indicating a desire to provide page-specific feedback concerning the particular web page, the user input causing the comment icon to become viewable on the particular web page.

3. The system of claim 1, wherein the software associated with the comment icon is incorporated into software of the particular web page and the user need not download software separate from the particular web page to provide the one or more page-specific open-ended comments concerning the particular web page.

4. The system of claim 1, wherein the background data indicates one or more aspects of the computing environment of the user.

5. The system of claim 4, wherein the background data comprises one or more of:

a screen resolution of a computer system of the user;

a browser type used by the user;

a user identifier that is useable to track user feedback from the user over time; and

an operating system of the computer system of the user.

6. The system of claim 4, wherein the background data comprises one or more of:

time spent on the particular web page by the user; and

a referring web page from which the user was referred to the particular web page.

7. The system of claim 1, wherein the software associated with the comment icon is incorporated into a web browser of the user.

8. The system of claim 1, wherein the software is operable to automatically obtain the background data from a computer system of the user.

9. The system of claim 1, wherein the user provides the background data in association with providing the one or more page-specific open-ended comments concerning the particular web page.

10. The system of claim 1, wherein:

the system comprises a rating icon viewable on the particular web page, the rating icon soliciting one or more page-specific subjective ratings concerning the particular web page as a whole from the user; and

the software is associated with the rating icon in addition to the comment icon and is operable to receive the one or more page-specific subjective ratings concerning the particular web page as a whole from the user for reporting to the website owner, the software operable to require the user to provide one or more page-specific subjective ratings concerning the particular web page as a whole in order to provide one or more page-specific open-ended comments concerning the particular web page, association of the one or more required page-specific subjective ratings concerning the particular web page as a whole with the one or more page-specific open-ended comments concerning the particular web page making the one or more page-specific open-ended comments concerning the particular web page more meaningful to and useable by the website owner.

11. A method for receiving page-specific user feedback concerning a particular web page of a website, comprising:

using a comment icon viewable on the particular web page to solicit one or more page-specific open-ended comments concerning the particular web page from a user that has accessed the particular web page;

using software associated with the comment icon and executable in a computing environment of the user to receive the one or more page-specific open-ended comments concerning the particular web page from the user and to obtain background data for reporting to a website owner along with the one or more page-specific open-ended comments concerning the particular web page, the background data facilitating resolution of an issue reflected in the one or more page-specific open-ended comments concerning the particular web page received from the user.

12. The method of claim 11, further comprising using an input icon viewable on the particular web page independent of input from the user subsequent to the user accessing the particular web page to solicit page-specific feedback concerning the particular web page from the user independent of input from the user subsequent to the user accessing the particular web page, the input icon operable to receive user input indicating a desire to provide page-specific feedback concerning the particular web page, the user input causing the comment icon to become viewable on the particular web page.

13. The method of claim 11, wherein the software associated with the comment icon is incorporated into software of the particular web page and the user need not download software separate from the particular web page to provide the one or more page-specific open-ended comments concerning the particular web page.

14. The method of claim 11, wherein the background data indicates one or more aspects of the computing environment of the user.

15. The method of claim 14, wherein the background data comprises one or more of:

a screen resolution of a computer system of the user;

a browser type used by the user;

a user identifier that is useable to track user feedback from the user over time; and

an operating system of the computer system of the user.

16. The method of claim 14, wherein the background data comprises one or more of:

time spent on the particular web page by the user; and

a referring web page from which the user was referred to the particular web page.

17. The method of claim 11, wherein the software associated with the comment icon is incorporated into a web browser of the user.

18. The method of claim 11, wherein the software automatically obtains the background data from a computer system of the user.

19. The method of claim 11, wherein the user provides the background data in association with providing the one or more page-specific open-ended comments concerning the particular web page.

20. The method of claim 11, comprising:

using a rating icon viewable on the particular web page to solicit one or more page-specific subjective ratings concerning the particular web page as a whole from the user; and

using the software to receive the one or more page-specific subjective ratings concerning the particular web page as a whole from the user for reporting to the website owner, the software being associated with the rating icon in addition to being associated with the comment icon, the software operable to require the user in order to provide one or more page-specific subjective ratings concerning the particular web page as a whole to provide one or more page-specific open-ended comments concerning the particular web page, association of the one or more required page-specific subjective ratings concerning the particular web page as a whole with the one or more page-specific open-ended comments concerning the particular web page making the one or more page-specific open-ended comments concerning the particular web page more meaningful to and useable by the website owner