KR20110069943A - Server and Method for Investigating Customer Satisfaction of Card User - Google Patents

Abstract

A customer satisfaction survey method of a card user is disclosed. The survey method may include a card user including a card payment completion information and a questionnaire for a customer satisfaction survey of the card merchant based on card payment information received from the card merchant terminal, card user information and merchant information stored in a database. It transmits to the terminal of the, and analyzes and stores the customer satisfaction for the card merchant based on the response to the questionnaire content from the card user terminal, and provide the stored customer satisfaction analysis results to the user terminal.

Description

Server and method for investigating customer satisfaction of card users {Server and Method for Searching Customer Satisfaction Index of Card User}

The present invention relates to a technology for investigating the customer satisfaction of the card user, and more specifically, to collect the customer satisfaction of the card user at the same time providing the card payment completion information, and analyzes based on the collected customer satisfaction of the card user, A server and method for providing analyzed data to consumers, including card users, are provided.

In the marketing strategy, the importance of Customer Relationship Management (CRM) has been highlighted, and various solutions and methods are proposed to satisfy customers' needs and improve satisfaction by providing customized products and services to customers. It is becoming. The most important thing in this customer relationship management is to grasp the opinions of customers who are fast and faithful to the actual customers.

Representative data collection methods include a survey method and a method of collecting data online using the Internet environment. However, this method is limited in collecting fast and faithful data on actual customers.

Therefore, the technical problem to be achieved by the present invention is to identify the opinions of the fast and faithful customers about the actual customer (especially the card user) for the goods or services, and based on the To provide a server and method for customer satisfaction survey.

In order to solve the technical problem, a card user customer satisfaction survey method in a server includes: (a) receiving card payment information from a card merchant terminal that a card user has paid for a card; and (b) a card received from the card merchant terminal. Transmitting a message to a card user's terminal, the message including card payment completion information and questionnaire surveys for customer satisfaction surveys on the card merchant based on the card information and the merchant information stored in the database; and (c) Receiving a response to the questionnaire content from the card user terminal, and analyzing the customer satisfaction for the card merchant based on the response to the questionnaire content and storing in the database.

The message may be a short message service, a multimedia message service, or an e-mail including the card payment completion information and a questionnaire for a customer satisfaction survey of the card merchant. Can be. The message may include a plurality of selection items selected by at least one of a key operation of the card user terminal, a touch pad operation of the card user terminal, and a mouse operation of the card user terminal.

The step (b) may further include transmitting network path information corresponding to a location on a network where a selection item selected from the plurality of selection items is stored, to the card user terminal. Then, the selection item selected by the card user may be transmitted to a location on the network based on the network path information at the same time that the merchant card user selects the selected item.

In the step (c), analyzing the customer satisfaction level with respect to the card affiliate stores the weight of the option selected by the user among the options included in the message based on the payment amount of the card user to the card merchant. And analyzing the customer satisfaction level. The step (c) may further include granting a predetermined incentive to the card user who has written a response to the questionnaire, and storing the incentive in the database.

The customer satisfaction survey method of the card user may further include providing a result of analyzing the customer satisfaction of the card merchant to at least one of a terminal of a card user connected to the server, a terminal of a card merchant, and another service server.

The customer satisfaction survey method of a card user according to an embodiment of the present invention can be implemented by executing a computer program for executing the booting method of the computer system stored in a computer-readable recording medium.

The server for the customer satisfaction survey of the card user for solving the technical problem may include a data transceiver, a message processor, and a data processor. The data transmission / reception unit may be connected to a terminal of a card user, a terminal of a card merchant, and another service server through a network to perform data communication.

The message processor generates a message including card payment completion information and questionnaire for customer satisfaction survey for the card merchant based on card payment information received from the card merchant terminal and card user information and merchant information stored in a database. The card may be transmitted to the user terminal. The data processor may receive a response to the questionnaire from the card user terminal, and analyze and store customer satisfaction with the card affiliate in the database based on the response to the questionnaire.

The message processing unit may transmit one of a short message, a multimedia message, and an e-mail to the card user terminal including the card payment completion information and a questionnaire for a customer satisfaction survey on the card affiliate. The short message, multimedia message, and e-mail may include a plurality of selection items selected by at least one of a key operation of the user terminal, a touch pad operation of the card user terminal, and a mouse operation of the card user terminal. .

The message processor may further transmit, to the card user terminal, network path information corresponding to a location on a network where a selection item selected from the plurality of selection items is stored. Then, the selection item selected by the card user may be transmitted to a location on the network based on the network path information at the same time that the merchant card user selects the selected item.

The data processor may analyze customer satisfaction with the card affiliate by assigning a weight to a selection selected by the user from among the options included in the message based on the payment amount of the card user. In addition, the data processing unit may give a predetermined incentive to a card user who has written a response to the questionnaire, and store the predetermined incentive in the database. The server for examining the customer satisfaction of the card user may provide a result of analyzing the customer satisfaction of the card merchant to at least one of a card user terminal, a card merchant terminal, and another service server connected to the server.

As described above, the server for the customer satisfaction survey of the card user and the method according to the present invention can collect a quick and faithful opinion of the card user, which is a substantial customer for the service provided by the card merchant, and various analysis results based thereon Can be provided to consumers, including card users. In addition, the server and the method for the customer satisfaction survey of the card user can receive a variety of incentives (card incentive) in response to the customer satisfaction survey.

In order to fully understand the present invention, the operational advantages of the present invention, and the objects achieved by the practice of the present invention, reference should be made to the accompanying drawings which illustrate preferred embodiments of the present invention and the contents described in the accompanying drawings.

In the present specification, when one component 'transmits' data or a signal to another component, the component may directly transmit the data or signal to the other component, and at least one other component. Through this means that the data or signal can be transmitted to the other component.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings. Like reference numerals in the drawings denote like elements.

1 shows a card user customer satisfaction survey system 1 according to an embodiment of the invention. Referring to FIG. 1, a card merchant 300, a card user terminal 400, a mobile telecommunication company server 500, and a service server 100 of a card affiliate are connected to each other through a network. The communication network 10 may be a network formed by a wired / wireless internet network, a public telephone network (PSTN), a mobile communication network, a satellite communication network, or a combination thereof, but the scope of the present invention is not limited thereto.

The service server 100 grasps the opinions of the customers who are fast and faithful to the actual customers (particularly the card users) for the goods or services, and stores various analysis data in the database 200 based on the opinions of the customers. ) May be transmitted to the card user terminal 400, the card merchant terminal 310, and the portal site server 600 connected to the service server 100. Therefore, general consumers as well as card users and merchant operators can access various portal information and obtain various information about card merchants. The data stored in the database 200 may include card user information, card merchant information, payment information, customer satisfaction analysis data for the card merchant, and the like, but the scope of the present invention is not limited thereto.

The card user information may include a card user's name, card company, card type, card number, card user's terminal identification means (eg, mobile phone number, e-mail address), and the like. Names of merchants, card merchant number, the type of card merchant, identification means of the terminal of the card merchant, etc., the payment information may include a payment amount, payment time, payment form and the like. However, the scope of the present invention is not limited thereto. The above-described card user information, card merchant information, and the like may be updated by the service server 100.

The card payment device 300 may transmit card payment information generated based on the card payment of the card user to the service server 100 through the communication network 10. The card payment device 300 may include a credit card inquiry device, a point of sale (POS) terminal 72, and the like, which are provided in an offline card affiliate store. The card payment device 300 and the card merchant terminal 310 may be implemented as a single device, the card payment device 300 may be a card merchant terminal.

The card merchant terminal 310 and the user terminal 400 may perform data communication with the service server 100 through the communication network 10. The card merchant terminal 310 and the user terminal 400 may be a desktop computer or a notebook computer connected to a wired / wireless communication network, or the like, and various mobile communication terminals connected to the wired / wireless communication network, personal digital assistants (PDAs), and smart phones. And a portable communication device such as a netbook. However, the scope of the present invention is not limited thereto.

A separate service server such as a shopping mall server 350 capable of card payment shown in FIG. 1 may also be included in a card merchant terminal in a broad sense. The mobile telecommunication company server 500 may transmit a short message or a multimedia message to the user terminal 400 in response to a request of the service server 100.

2 is a block diagram of a service server 100 for examining customer satisfaction of a card user according to an embodiment of the present invention. 2, the service server 100 includes a data transceiver 110, an authentication processor 120, a data processor 130, a database manager 140, and a message processor 150.

The data transmission / reception unit 110 may be connected to the card user terminal 400, the card affiliate terminal 310, and another service server through a network to perform data communication. Other service servers may be mobile carrier server 500, portal site server 600, and the like, as shown in FIG. However, the scope of the present invention is not limited thereto. The authentication processing unit 120 may authenticate whether the card payment information received from the card payment device 300 is performed based on a valid card payment. In addition, the authentication processing unit 120 may perform authentication for a card user, a merchant operator, and the like, connected to the service server 100.

The data processor 130 may database only the data authenticated by the authentication processor 120 among data received through the data transceiver 110, and perform various statistical analysis on the authenticated data only. For example, the data processor 130 receives a response to a content of a customer satisfaction questionnaire from the card user terminal 400 and analyzes the customer satisfaction level of the card affiliate based on the response to the content of the customer satisfaction questionnaire. 200).

The database manager 140 may store various data processed by the service server 100 in the database 200, such as data stored in the database 200 in the data processor 130. In addition, the database manager 140 may control an operation of outputting, changing, and deleting data stored in the database 200.

Message processing unit 150 based on the card payment information received from the card merchant terminal 310, card user information and merchant information stored in the database 200 card payment completion information and a questionnaire for the customer satisfaction survey for the card merchant A message including the content may be created and transmitted to the card user's terminal 400. The message transmitted to the user terminal 400 may be a short message, a multimedia message, or an e-mail. However, the scope of the present invention is not limited thereto.

The questionnaire included in the message transmitted from the message processor 150 to the user terminal 400 includes key operation of the user terminal 400, touch pad operation of the user terminal 400, and mouse of the terminal 400. A plurality of selection items selected by at least one of the operations may be included.

In addition, the message processor 150 may further transmit network path information corresponding to a location on a network where a selection item selected from the plurality of selection items is stored to the card user terminal. In this case, the selection item selected by the card user may be transmitted to a location on the network based on the network path information at the same time the merchant card user selects the selected item. Therefore, the card user only needs to select one of a plurality of selection items in order to answer the customer satisfaction survey.

The network path information may be, for example, an address on the network (for example, a Uniform Resource Locator (URL)) in which a customer satisfaction of a card user is stored in a service server that examines customer satisfaction for a plurality of card affiliates and provides them to consumers. Or a phone number (eg, 1xxx-xxxx) associated with the receiving device through which the customer satisfaction of the card user is received. Here, 'x' means any number.

3 is an example of a short message transmitted from the service server 100 of FIG. 2 to the card user terminal 400. In the short message shown in FIG. 3, the upper part of the dotted line is payment completion information including a card payment amount and the like, and the lower part of the dotted line is a questionnaire content including a plurality of selection items for examining the customer satisfaction of the card user. The same applies to FIGS. 4 and 5.

For example, assuming that the card user who made the card payment at the card merchant 'Starbucks Yeoksam Branch' thinks that the service of 'Starbucks Yeoksam Branch' is 'normal' and the user terminal 400 is a mobile phone, You can send a response to your customer satisfaction survey by pressing the 'number 3 key' corresponding to 'normal' and pressing the 'send key' (not shown). That is, the card user can select one of a plurality of selection items included in the questionnaire contents by manipulating the key of the mobile phone, which is the user terminal.

However, when the message processing unit 150 further transmits network path information corresponding to the location on the network where the plurality of selection items selected from among two or more selection items are to be stored, the card user terminal 400. The card user only needs to select one of a plurality of selection items in order to respond to the customer satisfaction survey, because the selection item selected by the card user simultaneously selects the selected item and the network path. Because it can be sent to a location on the network based on the information.

For example, a card merchant, Starbucks Yeoksam Branch, asks a card user who made a card payment for a payment amount, satisfaction, and two or more choices about the question (e.g., 'satisfaction', 'satisfaction') A message including a may be received by the card user's terminal. If the card user who confirms the message selects' satisfaction 'from the message options, the response message is sent to the phone number corresponding to' satisfaction '(e.g., 1600-0001), and the card user selects' If the dissatisfaction is selected, a response message may be sent to a phone number corresponding to dissatisfaction (eg, 1600-0002). Alternatively, if the card user who checks the message selects 'satisfaction' among the options of the message, a response is sent to an address on the network corresponding to 'satisfaction' (for example, www.seolmun.co.kr/dir1), and 'unsatisfactory' If the answer is selected, the response may be sent to an address on the network corresponding to 'not satisfied' (eg, www.seolmun.co.kr/dir2).

The same may be applied to a method for surveying customer satisfaction using multimedia messages and e-mail, which will be described below.

4 is an example of a multimedia message transmitted from the service server 100 of FIG. 2 to the card user terminal 400. In FIG. 4, assuming that the card user who made the card payment at the card merchant 'Starbucks Yeoksam Branch' is satisfied with the service of 'Starbucks Yeoksam Branch' and the user terminal 400 is a smart phone having a touch pad function, The card user can send a response to the questionnaire about his or her customer satisfaction level by pressing an area corresponding to 'satisfaction' of the multimedia message on the smart phone and pressing an area corresponding to 'send' (not shown). That is, the card user can select one of a plurality of selection items included in the questionnaire contents by manipulating the touch pad of the smart phone which is the user terminal.

5 is an example of an e-mail transmitted from the service server 100 of FIG. 2 to the card user terminal 400. In FIG. 5, assuming that a card user who has made a card payment at a card merchant 'Starbucks Yeoksam Branch' is satisfied with the service of 'Starbucks Yeoksam Branch' and the user terminal 400 is equipped with a mouse, a card user The user can send a response to the questionnaire about his or her customer satisfaction level by clicking on a part for selecting 'satisfaction' of the e-mail using a mouse and clicking on a 'part corresponding to send' (not shown). That is, the card user can select one of a plurality of selection items included in a questionnaire by manipulating a mouse of a computer which is a user terminal.

Receiving a response to the questionnaire content of the card user, the data processing unit 130 weights the user-selected choices among the options included in the message based on the card user's payment amount when analyzing customer satisfaction. The customer satisfaction with the merchant can be reflected in the analysis. For example, the data processing unit 130 has a higher weight on the selection selected by the second card user who paid the card for $ 100,000 than the selection selected by the first card user who paid the card for '50, 000 Won 'for the same card affiliate. To give.

As described above, the service server 100 according to the embodiment of the present invention may notify the card payment completion information and at the same time can perform a quick and faithful survey to investigate the customer satisfaction of the card user.

The data processor 130 may give a predetermined incentive to the card user who has written a response to the questionnaire, and store the predetermined incentive in the database 200. For example, the data processing unit 130 may provide incentives given to card users who have written a response to the questionnaire, as well as communication related incentives such as free calls, free short message transmissions, and free voice message transmission, as well as points for use cards and credit cards. Card use incentives, such as mileage accrual, may also be included. However, the scope of the present invention is not limited thereto. By providing such incentives, the card user can actively participate in the survey.

The service server 100 according to an embodiment of the present invention analyzes the customer satisfaction level of the card merchant and the portal site as well as the terminal 400 of the card user connected to the service server 100 and the terminal 310 of the card merchant. It can also be provided to other service servers. Then, the portal site accessor may search for the customer satisfaction analysis result provided from the service server 100 according to the embodiment of the present invention. For example, the customer satisfaction analysis result provided by the service server 100 according to an exemplary embodiment of the present invention may be used to provide information on restaurants, accommodations, sports centers, educational institutions, and the like on a portal site.

Each of the components of the service server 100 according to the embodiment of the present invention described above may be implemented by software, hardware, or a combination of software and hardware for carrying out the technical spirit of the present invention.

6 is a flow chart for explaining a customer satisfaction survey method of the card user according to an embodiment of the present invention. Hereinafter, the process will be described in detail with reference to FIGS. 2 and 6.

The data transmission / reception unit 110 receives the card payment information from the card merchant terminal 310 that the card user paid for the card (S60), and outputs it to the data processing unit 130. Then, the data processing unit 130 makes the received card payment information into a database and stores it in the database 200. Then, the message processing unit 150 transmits a message including the card payment completion information and the questionnaire for the service satisfaction survey for the card merchant based on the data stored in the database 200 to the user terminal 400 (S61). ).

When the card user transmits a response to the questionnaire included in the received message by using the user terminal 400, the data transmission / reception unit 110 receives the response to the questionnaire, and the data processing unit 130 receives a database. Based on the data stored in the 200 and the response to the received questionnaire content, the service satisfaction of the card merchant of the card user is analyzed and stored in the database 200 (S62). The service server 100 transmits the service satisfaction analysis result for the card merchant stored in the database 200 to other service servers such as the user terminal 400, the card merchant terminal 310, and the portal site connected to the service server 100. Can be provided (S63).

The customer satisfaction survey method of a card user according to an embodiment of the present invention may also be implemented as computer readable code on a computer readable recording medium. The customer satisfaction survey method of a card user according to an embodiment of the present invention can be implemented by executing a computer program for executing the customer satisfaction survey method of the card user stored in a computer-readable recording medium.

The computer-readable recording medium includes all kinds of recording devices in which data that can be read by a computer system is stored. For example, computer-readable recording media include ROM, RAM, CD-ROM, magnetic tape, floppy disk, optical data storage device, and the like.

The computer readable recording medium can also be distributed over network coupled computer systems so that the computer readable code is stored and executed in a distributed fashion. In addition, functional programs, codes, and code segments for implementing a method for surveying customer satisfaction of a card user according to an embodiment of the present invention can be easily inferred by programmers in the art to which the present invention belongs.

Although the invention has been described with reference to one embodiment shown in the drawings, this is merely exemplary, and it will be understood by those skilled in the art that various modifications and equivalent other embodiments are possible. Therefore, the true technical protection scope of the present invention will be defined by the technical spirit of the appended claims.

1 shows a card user customer satisfaction survey system according to an embodiment of the present invention.

2 is a block diagram of a service server for examining customer satisfaction of a card user according to an embodiment of the present invention.

3 is an example of a short message transmitted from a service server of FIG. 2 to a card user terminal.

4 is an example of a multimedia message transmitted from a service server of FIG. 2 to a card user terminal.

5 is an example of an e-mail transmitted from the service server of FIG. 2 to a card user terminal.

6 is a flow chart for explaining a customer satisfaction survey method of the card user according to an embodiment of the present invention.

Claims (18)

In the customer satisfaction survey method of the card user in the server, (A) receiving the card payment information from the card merchant terminal card payment card users; (b) a card user including a card payment completion information and a questionnaire for a customer satisfaction survey on the card merchant based on the card payment information received from the card merchant terminal and card user information and merchant information stored in a database; Transmitting to a terminal; And (c) receiving a response to the questionnaire content from the card user terminal, and analyzing and storing the customer satisfaction level with respect to the card affiliate based on the response to the questionnaire questionnaire and storing it in the database. Satisfaction Survey Method. The method of claim 1, wherein step (b) And transmitting a short message service including the card payment completion information and a questionnaire for the customer satisfaction survey of the card merchant to the terminal of the card user. The short message is And a plurality of selection items selected by at least one of a key operation of the card user terminal, a touch pad operation of the card user terminal, and a mouse operation of the card user terminal. The method of claim 2, wherein step (b) Transmitting network path information corresponding to a location on a network where a selection item selected from the plurality of selection items is to be stored, to the card user terminal; And a selection item selected by the card user is transmitted to a location on the network based on the network path information at the same time that the merchant card user selects the selected item. The method of claim 1, wherein step (b) And transmitting a multimedia message (Multimedia Messaging Service) including the card payment completion information and a questionnaire for a customer satisfaction survey on the card merchant to the card user terminal. The multimedia message is And a plurality of selection items selected by at least one of a key operation of the card user terminal, a touch pad operation of the card user terminal, and a mouse operation of the card user terminal. The method of claim 4, wherein step (b) Transmitting network path information corresponding to a location on a network where a selection item selected from the plurality of selection items is to be stored, to the card user terminal; And a selection item selected by the card user is transmitted to a location on the network based on the network path information at the same time that the merchant card user selects the selected item. The method of claim 1, wherein step (b) And transmitting an e-mail including the card payment completion information and a questionnaire for a customer satisfaction survey of the card merchant to the card user terminal. The email is And a plurality of selection items selected by at least one of a key operation of the card user terminal, a touch pad operation of the card user terminal, and a mouse operation of the card user terminal. The method of claim 6, wherein step (b) Transmitting network path information corresponding to a location on a network where a selection item selected from the plurality of selection items is to be stored, to the card user terminal; And a selection item selected by the card user is transmitted to a location on the network based on the network path information at the same time that the merchant card user selects the selected item. The method of claim 1, wherein the analyzing of the customer satisfaction level with respect to the card merchant in step (c) is performed. And analyzing the customer satisfaction with the card merchant by assigning a weight to the user's selection among the options included in the message based on the payment amount of the card user. The method of claim 1, wherein step (c) And giving a predetermined incentive to the card user who has made a response to the questionnaire, and storing the predetermined incentive in the database. The method of claim 1, wherein the customer satisfaction survey method of the card user is And providing the analysis result of the customer satisfaction with the card merchant to at least one of a card user terminal, a card merchant terminal, and another service server connected to the server. A data transmitting / receiving unit connected to a terminal of a card user, a terminal of a card merchant, and another service server to perform data communication; Based on the card payment information received from the card merchant terminal and card user information and merchant information stored in the database, a message including card payment completion information and questionnaire for customer satisfaction survey on the card merchant is created and the card user terminal Message processing unit for transmitting to; And Receiving a response to the questionnaire from the card user terminal, and analyzes the customer satisfaction level for the card merchant based on the response to the questionnaire content and stores in the database the customer satisfaction of the card user; Server for investigation. The method of claim 11, wherein the message processing unit Sending a message including the card payment completion information and a questionnaire for a customer satisfaction survey of the card merchant to the card user terminal; The message is A server for surveying customer satisfaction of a card user including a plurality of selection items selected by at least one of a key operation of the card user terminal, a touch pad operation of the card user terminal, and a mouse operation of the card user terminal. . The method of claim 12, wherein the message processing unit Further transmitting network path information corresponding to a location on a network where a selection item selected from the plurality of selection items is to be stored, to the card user terminal; And a selection item selected by the card user is transmitted to a location on the network based on the network path information at the same time the merchant card user selects the selected item. The method of claim 11, wherein the message processing unit Transmitting an e-mail including the card payment completion information and a questionnaire for a customer satisfaction survey on the card merchant to the terminal of the card user; The email is And a plurality of selection items selected by at least one of a key operation of the user terminal, a touch pad operation of the user terminal, and a mouse operation of the terminal. 15. The method of claim 14, wherein the message processing unit Further transmitting network path information corresponding to a location on a network where a selection item selected from the plurality of selection items is stored, to the card user terminal; And a selection item selected by the card user is transmitted to a location on the network based on the network path information at the same time the merchant card user selects the selected item. The method of claim 11, wherein the data processing unit A server for investigating the customer satisfaction of the card user to analyze the customer satisfaction for the card merchant by assigning a weight to the user selected from the options included in the message based on the payment amount of the card user. The method of claim 11, wherein the data processing unit A server for investigating the customer satisfaction of the card user to give a predetermined incentive to the card user who created a response to the questionnaire content stored in the database. The server of claim 11, wherein the server for surveying customer satisfaction of the card user comprises: A server for examining the customer satisfaction of the card user that can provide a result of analyzing the customer satisfaction for the card merchant at least one of the terminal of the card user connected to the server, the terminal of the card merchant, other service servers.

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