JP2002073948A - Computer system and method of analyzing information - Google Patents

Abstract

PROBLEM TO BE SOLVED: To combine POS information stored in a POS system at a location other than stores with answers to a questionnaire so as to analyze this information. SOLUTION: A customer's telephone number is determined in response to an access from a cellular phone 1, and a receipt number on a receipt 29 issued by a store 30 is received from the cellular phone 1 and stored in a storage device. The questionnaire is returned at a request from the cellular phone 1 and the answers to the questionnaire are received from the cellular phone 1 and stored in the storage device in association with the receipt number received. Then a process is effected for providing, in accordance with the customer's telephone number, a point value calculated according to a predetermined rule. Thereafter, analysis is carried out using the POS information determined from the receipt number, and the answers to the questionnaire. Thus, the POS information stored in the POS system and the answers to the questionnaire can be combined for analysis. The rate of collecting questionnaires can be enhanced by use of points.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a questionnaire collection and analysis technology, and more particularly, to a POS (Point Of Sale) technology.
s) It relates to a technology for collecting information in association with a questionnaire response and analyzing the collected information.

[0002]

2. Description of the Related Art For example, Japanese Patent Application Laid-Open No. 2000-82184 includes conducting a questionnaire by associating product information with customer or purchaser information and associating the product information with customer or purchaser information. Discloses a technology that selects customer service information, collectively displays the information, and selectively accumulates questionnaire implementation and customer service implementation results in association with customer information and / or product information according to the situation of the seller depending on the situation. . However, when a store clerk conducts a questionnaire at the time of purchasing a product at the POS register, there are problems such as a queue of customers and a difficulty in asking customers difficult questions. In this publication, only the product is considered, and the questionnaire on the service is not considered at all.

[0003] Japanese Patent Laying-Open No. 11-66035 discloses product information input means for inputting product information for designating a product.
A questionnaire output unit that outputs a questionnaire including one or more question items in response to the product information input by the product information input unit, a response unit that allows a respondent to input a response to the questionnaire, There is disclosed an unmanned questionnaire apparatus having a reward providing means for providing a reward to a respondent in response to a response. Further, it is also disclosed that when a questionnaire target product is sold at the POS register, the receipt is printed on the receipt to indicate that the product is a questionnaire target product, and the customer looks at the receipt and attaches the product to the questionnaire device. Read the barcode or select a product on the product selection screen. In this publication, only products are considered, and services are not considered at all. In addition, if there is a questionnaire target product on the receipt, it is printed to that effect, but it merely links the individual products in the shopping with the questionnaire. That is, there is no link between the entire shopping and the questionnaire.

[0004]

For example, in a restaurant or the like, a questionnaire may be conducted in order to know the degree of customer satisfaction. It is sufficient that the questionnaire can be collected in the store before the customer leaves the store, but sometimes it is not possible. In this case, it was not possible to link the attribute information such as the customer's order contents and the number of persons input to the POS system with the answer to the questionnaire.

Accordingly, an object of the present invention is to provide a technique for combining and analyzing POS information stored in a POS system and answer information of a questionnaire at a place other than a store.

It is another object of the present invention to increase the questionnaire collection rate.

Further, the POS stored in the POS system is
Another object is to provide information useful for store operation and management to store managers and the like by combining and analyzing information and response information of a questionnaire.

[0008]

A computer system according to a first aspect of the present invention is a telephone number specifying means for specifying a user's telephone number in response to access from a user's terminal (for example, a portable telephone). Receiving the receipt identification information written on the receipt issued at the store from the user's terminal and receiving receipt identification information receiving means stored in the storage device, and transmitting the questionnaire information in response to a request from the user's terminal Reply, receive the answer information to the questionnaire from the user's terminal, use the questionnaire answer receiving means to store in the storage device in relation to the received receipt identification information, and use the valuable point value calculated according to predetermined rules (For example, adding the calculated valuable point value to the previous valuable point value and adding it to the customer point value storage device). Implementing the process) to be stored in and a valuable point value providing processing means.

The POS information of the user who answered the questionnaire is specified using the identification information of the receipt. Therefore, POS
The POS information stored in the system and the answer information of the questionnaire can be combined and analyzed. Further, since the valuable point value is stored as the telephone number as the ID, there is no need to newly distribute a membership card, and it is possible to improve the questionnaire collection rate.

[0010] In the first aspect of the present invention, an analysis processing means for performing analysis processing using POS information specified from receipt identification information and answer information to a questionnaire is further provided. Is also possible.

Note that the telephone number on the related system is changed by the telephone number notification or the like to the computer /
If the system can automatically obtain the information, the function is used. On the other hand, if it is not the case, the configuration may be such that the telephone number of the user is specified by receiving the telephone number input by the user from the terminal of the user.

[0012] The receipt identification information receiving means described above is
The receipt identification information is configured to be stored in the storage device in association with the telephone number of the user, and in the first aspect of the present invention, based on the payment amount included in the POS information specified from the receipt identification information. It is also possible to adopt a configuration in which a valuable point value calculating means for calculating a valuable point value is further provided. As a result, for example, it is possible to give a valuable point value proportional to the payment amount. However, a configuration in which a fixed value point value is provided may be employed.

[0013] In the first aspect of the present invention, when the answer information to the questionnaire includes evaluation information about the employee of the store, the point value based on the evaluation information corresponds to the identification information of the employee. (For example, a process of storing the point value after the point value is assigned based on the evaluation information in the employee point storage device). The evaluation of employees is directly conducted by customers, which leads to improved services. The point value for the employee may be reflected on, for example, a salary or a bonus, or may be converted into another privilege.

[0014] The above-mentioned predetermined rule is configured to include a rule of adding a predetermined value point value when the answer information to the questionnaire includes evaluation information on the employees of the store. Is also possible.

When the same receipt identification information is associated with a plurality of user telephone numbers, the valuable point value calculation means described above is included in the POS information specified from the receipt identification information. It is also possible to adopt a configuration in which the valuable point value is calculated based on the amount of money to be paid divided by a plurality of users (for example, evenly divided). This is because, even within a group having a meal or the like at the same table, the evaluation of the service or the content of the dish may be different depending on the individual. This also has the effect of improving the questionnaire collection rate.

Further, the receipt identification information receiving means described above may be configured to further include a means for judging from the receipt identification information whether or not a period for receiving the receipt identification information has elapsed. Thereby, the answer to the questionnaire can be hastened.

Further, in the first aspect of the present invention, there is further provided a personal information storage device for storing personal information of a user corresponding to a telephone number, and the analysis processing means described above uses a telephone number. It is also possible to take out the personal information from the personal information storage device and perform the analysis processing by further utilizing the personal information.

Further, in the first aspect of the present invention, a personal information storage device storing personal information including a user's electronic mail address corresponding to a telephone number is provided to a user at a predetermined timing. A means for transmitting an e-mail including the acquired valuable point value is further possible.

A user information analysis method according to a second aspect of the present invention includes a telephone number specifying step of specifying a user's telephone number in response to access from a user's terminal; Receiving the described receipt identification information from the user's terminal and receiving the receipt identification information to be stored in the storage device, and returning the questionnaire information in response to a request from the user's terminal. Receiving answer information to the user and storing the received answer identification information in the storage device in association with the received receipt identification information, and providing a valuable point value calculated according to a predetermined rule in accordance with the user's telephone number Point value assigning process step of performing a process of performing POS information and answer information to a questionnaire specified from receipt identification information. Using, including an analysis processing step of performing an analysis process.

The modification according to the first aspect of the present invention can be applied to the second aspect of the present invention.

The computer system according to the first aspect of the present invention can also be realized by installing a dedicated program for executing the method according to the second aspect of the present invention on a normal computer. . In this case, the program includes, for example, a floppy (registered trademark) disk, a CD-ROM, a magneto-optical disk, a semiconductor memory,
It is stored in a storage medium (recording medium) such as a hard disk or a storage device. The intermediate processing result is temporarily stored in a memory.

[0022]

FIG. 1 shows an outline of a system according to an embodiment of the present invention. POS terminal 13 that is installed at a cashier counter of store 30 and prints out receipt 29
Are connected to the POS server 11. Also, POS
The terminal 13 is connected to a keypad 15 for a customer to input a member ID (here, the member ID is a telephone number, as described below) and a password. The POS server 11 stores the POS sent from the POS terminal 13
A POS information database (DB) 17 for storing information is connected. The POS server 11 is connected to a server 5 for realizing the main functions of the present invention.
The server 5 has a Web (Web) server function, and outputs information suitable for each display screen of the mobile phone 1 or the user terminal 9 which is, for example, a personal computer.

For example, the mobile phone 1 connects to the server 5 via the mobile phone network 3. Mobile phone 1
Has an Internet connection function such as i-mode (a trademark of NTT DoCoMo). That is, compact HTML (Hyper Text Markup Language) or WAP
(Wireless Application Protocol) supported W
It has the function of running an web browser. You can also send and receive e-mail. The mobile phone 1 transmits to the server 5
In some cases, the mobile phone is connected to the mobile phone network 3 via the Internet 7. The user terminal 9 also has a Web browser installed therein and is connected to the server 5 via the Internet 7, for example. Other networks may be used instead of the Internet.

The server 5 stores data necessary for the processing,
Stored in the customer information DB 19, the customer point DB 21, the questionnaire response storage unit 25, and the employee point DB 23.
The result of the processing in the server 5 is an analysis result 27 of the POS information and the questionnaire response information.

The system shown in FIG. 1 will be briefly described. For example, assume that the store 30 is a restaurant. The employee of the restaurant inputs an order item into a mobile order terminal (not shown) when receiving an order, inputs information such as the number of people and a group configuration, and transmits the input information to the POS terminal 13. The customer goes to the cashier counter when paying for the food and drink. The employee of the cashier counter receives the order price and causes the POS terminal 13 to print the receipt 29. The receipt 29 includes, for example, store name, settlement date, order item, payment amount, and receipt number (here, A123
4) is printed. The POS terminal 13 has a receipt 2
In addition to the information printed in 9, the number of people and group composition sent from the mobile ordering terminal, other times to visit the store, the number of orders,
POS server 1 using information such as weather and day of the week as POS information
Send to 1. The POS server 11 stores the POS information DB1
7, the received POS information is stored.

On the other hand, the customer, for example, uses the mobile phone 1 to send a questionnaire to the server 5 via the mobile phone network 3.
Access the page. Here, the telephone number of the mobile phone 1 may be transmitted to the server 5 in some cases. In that case, the server 5 holds the received telephone number. At first,
The receipt number printed on the receipt 29 is input. When the telephone number is not notified, the receipt number and the telephone number are input together. Then, the questionnaire of the questionnaire is transmitted.
The answer to the questionnaire is transmitted from the mobile phone 5 to the server 5, and the telephone number, the receipt number, and the questionnaire answer information are stored in the questionnaire answer storage unit 25.

Note that the user terminal 9 uses the Internet 7
May be accessed via the server 5. In this case, be sure to enter the telephone number and receipt number. In the case of the first time, the user is requested to input a password together with the questionnaire. Further, the user may be prompted to input personal information. The telephone number, the password, and the personal information are received by the server 5 and stored in the customer information DB 19. Personal information also includes an email address.

Next, the server 5 sends the receipt number to the POS
The request is sent to the server 11 to retrieve the corresponding POS information from the POS information DB 17. POS server 1
Upon receiving the POS information from 1, for example, a point value corresponding to the payment amount is calculated, added to the current point value,
It is recorded in the customer point DB 21 corresponding to the telephone number.

In some cases, the questionnaire includes evaluation information about the employee (evaluation content and the ID (number) of the specific employee). For example, if the evaluation that the employee ID is 789 is very good, 10 points are added to the current employee point value and recorded in the employee point DB 23 corresponding to the employee ID. I do.

For example, a time limit is set for answering a questionnaire. Until 10 o'clock or 12 o'clock of the next day, P
Tallying of OS information and tallying of questionnaire information are performed.
For this, not only the information in the questionnaire response recording unit 25 but also the POS information in the POS information DB 17 using the receipt number in the questionnaire response recording unit 25 is used. In addition, an analysis process in which the questionnaire response information and the POS information are combined is also performed. The result of the analysis processing is output as the analysis result 27, and is used for improving the operation of the store and determining the management of the restaurant. The analysis process may be an analysis process further combining personal information stored in the customer information DB 19.

When the customer uses the point value stored by himself / herself, he or she inputs the registered telephone number and password into the keypad 15 when the payment for the food and drink is made at the store 30. From the POS terminal 13 via the POS server 11,
The telephone number and the password are transmitted to the server 5. The server 5 performs an authentication process using the information stored in the customer information DB 19. If the authentication process is successful, the current point value corresponding to the telephone number is
It is transmitted to the OS terminal 13. The clerk of the store 30 operating the POS terminal 13 hears the point value to be used from the customer, and requests the customer to subtract the price corresponding to the used point value. POS if you receive the discounted price
A receipt 29 is output from the terminal 13. The point value to be used is transmitted from the POS terminal 13 to the server 5 via the POS server 11. The server 5 stores the value obtained by subtracting the used point value from the current point value in the customer point DB 21 corresponding to the telephone number.

Next, the processing flow of the system shown in FIG. 1 will be described with reference to FIGS. FIG.
2 shows a processing flow of the POS system from arrival at a store to payment. The employee of the store 30 operates the mobile order terminal to input information such as the customer's order item, the visit time, the number of groups, and the group configuration, and the mobile order terminal transmits the information to the POS terminal 13. . The POS terminal 13
Receiving and storing information from the mobile order terminal (step S
1). And if the customer pays for the order,
From the POS terminal 13, the information accumulated so far for the customer (or group) and the settlement time, the store name, the total payment amount, the receipt number, the number of orders, the weather, the day of the week, etc. are transmitted to the POS server 11 as POS information. And PO
The S server 11 registers in the POS information DB 17 (Step S3). Then, the POS terminal 13 prints out the receipt 29 including the receipt number (step S5).

Next, a processing flow in a case where a customer answers a questionnaire will be described with reference to FIGS. First, the customer operates the mobile phone 1 (or the user terminal 9) to access the server 5 (step S11). In response, the server 5 transmits the telephone number and receipt number input page to the mobile phone 1 (step S13). When the telephone number of the mobile phone is notified from the mobile phone network 3 at the time of access, the receipt number input page is transmitted because there is no need to specifically request the customer to input. The mobile phone 1 sends a telephone number and receipt number input page (or a receipt number input page) from the server 5.
Is received and displayed (step S15). For example, FIG. 4 shows an example of a telephone number and receipt number input page. Here, the case of a pub is shown.

The customer operates the mobile phone 1 while watching the display, inputs a receipt number and a telephone number, and causes the mobile phone 1 to transmit them to the server 5 (step S1).
7). The server 5 receives and records the telephone number and the receipt number (Step S19). Next, the expiration date of the receipt number is confirmed (step S20). For example, a receipt issued on one day closes the questionnaire at 10:00 or 12:00 the next day. Therefore, the receipt number or the range of the receipt number of the receipt issued on that day is recorded, and it is determined whether the receipt number received from the mobile phone 1 is the receipt issued on that day. If it is determined that the period has expired, a notification that points cannot be given is transmitted to the mobile phone 1, and the mobile phone 1 performs display.

If the receipt is within the validity period, questionnaire information (question information) is transmitted to the mobile phone 1 (step S21). The mobile phone 1 receives and displays the questionnaire information from the server 5 (step S23).
For example, questionnaire information as shown in FIG. 5 is displayed. For example, it includes questions such as whether the contents of the meal are good or bad, whether the clerk's reception is good or bad, enter the employee number if you know the employee number, whether you are satisfied, whether you want to use again I have. However, the present invention is not limited to such a question, and it is also possible to select a question that is useful in an analysis process performed later. In addition, the contents of the questionnaire of the questionnaire can be dynamically generated. For example, since the receipt number has been received, the POS server 11
The POS information stored in the OS information DB 17 is extracted,
For example, if you know that you are ordering a new menu, you can add a question about the new menu.

The customer looks at the display device of the mobile phone 1 and
Enter the answer to the questionnaire. Then, the mobile phone 1 transmits the questionnaire response information to the server 5 (step S25). The server 5 receives the questionnaire response information and records it in the questionnaire response storage unit 25 in association with the telephone number and the receipt number (step S27).
When POS information (for example, payment amount) is not required in the following calculation of the customer point value (for example, when a fixed point value is simply given when answering a questionnaire), the telephone number is used as the receipt number. There is no need to associate, and the questionnaire response information is stored in association with the receipt number.

The processing shifts to FIG. 6 through the terminals A and B. FIG. 6 shows the first embodiment, and FIG. 10 shows the second embodiment. After receiving the questionnaire response information, the server 5 calculates a customer point value and records it in the customer point DB 21 (step S31). This processing will be described later in detail. Then, an employee point giving process is performed (step S33). This processing will be described later in detail. Further, the current point value of the customer is transmitted to the mobile phone 1 (step S35). The mobile phone 1 receives and displays the current point value (step S37). For example, a screen as shown in FIG. 7 is displayed. With this, the customer can disconnect the telephone (connection).

The server 5 requests the POS server 11 from the receipt number for POS information corresponding to the receipt number, for example, after the expiration date of the receipt. On the other hand, the POS server 11 extracts the POS information relating to the request from the POS information DB 17 and transmits the POS information to the server 5. The server 5 acquires POS information from the POS server 11 (Step S39). And the questionnaire response information and P
An analysis process using the OS information is performed (step S4).
1). Since there is various variety in step S41, an example will be briefly described later.

Next, FIG. 8 shows an example of step S31.
First, it is determined whether the questionnaire response information includes evaluation information (evaluation content and employee number) for the employee (step S45). If the evaluation information for the employee is included, a fixed point value determined for the questionnaire response including the evaluation information for the employee is recorded in the customer point DB 21 corresponding to the telephone number. Is added to the existing point value and recorded (step S
47). For example, if the number of points for including the evaluation information for the employee is 10 and the number of points for answering the questionnaire is 50, a total of 60 points are given. On the other hand, when the evaluation information for the employee is not included, the fixed point value determined for the questionnaire response is added to the point value recorded in the customer point DB 21 corresponding to the telephone number and recorded. (Step S49). In the example above, 50 points are awarded.

FIG. 9 shows an example of step S33. First, it is determined whether the questionnaire response information includes evaluation information for the employee (evaluation content and employee number) (step S51). If the evaluation information for the employee is included, the employee point DB corresponding to the employee number
The point value corresponding to the evaluation content is added to the point value recorded in 23 and recorded (step S53).
The point value corresponding to the evaluation content is, for example, 3 for “very good”, 2 for “good”, 1 for “normal”, and “poor”.
Is a point value such as -1, and "very bad" is a point value such as -3.

Next, the next processing of FIG. 3 (from terminal A and B)
FIG. 10 shows a second embodiment of the present invention. After receiving the questionnaire response information, the server 5 transmits a thanks for receiving the questionnaire response information to the mobile phone 1 (step S61).
The mobile phone 1 receives the thanks for receiving the questionnaire response information from the server 5, and displays it (step S63). FIG. 11 shows a display example at this time. Here, the mobile phone 1 may disconnect from the server 5.

Then, for example, the server 5
A POS information retrieval request including the receipt number is transmitted to the POS server 5. On the other hand, the POS server 5
The POS information corresponding to the received receipt number is extracted from the OS information DB 17 and transmitted to the server 5. Thereby, the server 5 acquires the POS information (step S6).
5). Next, the server 5 calculates the customer's point value using the received POS information, and registers it in the customer point DB 21 (step S67). This processing will be described in more detail below. Further, the point giving process for the employee shown in FIG.
9). However, the processing of FIG. 8 may be performed. Further, personal information is acquired from the customer information DB 19 using the telephone number of the customer (step S71). Then, the questionnaire answer information stored in the questionnaire answer storage unit 25 and the POS
POS information acquired from the information DB 17 and customer information D
An analysis process using the personal information extracted from B19 is performed (step S73). The execution of step S71 is optional, and may be performed or not performed depending on the setting.

FIG. 12 shows a specific example of step S67.
In FIG. 12, eating and drinking is performed in a group at the store 30,
This is a processing flow assuming that each person answers a questionnaire. First, the corresponding POS information is specified from the receipt number, and the payment amount information is obtained (step S8).
1). Then, it is checked whether a plurality of telephone numbers different for the same receipt number are recorded in the questionnaire information storage unit 25 (step S83). If multiple different phone numbers are recorded for the same receipt number,
(Total payment amount / number of telephone numbers) is calculated, and this amount is set as the payment amount per person (step S85). As a result, the payment amount is divided equally among the individuals in the group.
However, it is not necessary to divide equally. For example, a mechanism that gives more points to a person who answers the questionnaire earlier may be adopted. On the other hand, if a plurality of different telephone numbers are not registered for the same receipt number, the process proceeds to step S87.

In step S87, the current point value is calculated according to the point calculation formula using the payment amount as a variable. For example, if 10% of the payment amount is a point value,
This time point value = payment amount × 0.1 is the point calculation formula. Further, it is determined whether or not the questionnaire response includes evaluation information (employee number and evaluation content) for the employee (step S89). If the evaluation information for the employee is included, a value obtained by adding a fixed point value to the current point value is set as the current point value (step S9).
1). On the other hand, if the evaluation information for the employee is not included, the process proceeds to step S93. In step S93,
This point value corresponds to the telephone number and the customer point D
It is added to the point value recorded in B21 and recorded (step S93).

In this way, even when eating and drinking in a group, all the people in the group have an incentive to answer the questionnaire. In addition, since the point value is given by performing the evaluation information for the employee, it becomes easy to collect information on the service contents of each employee. If employees are found to be valued, they will work to improve the quality of service.

Next, a processing flow when the customer's point value thus stored is used will be described with reference to FIG. For example, at the time of order payment, the store employee asks the customer whether to use the accumulated point value. If so, the customer presses a button on keypad 15 and enters a telephone number and password. POS terminal 1
3 receives the telephone number and password input from the keypad 15 and transmits them to the server 5 (step S1).
01). The data may be transmitted to the server 5 via the server 11 or may be configured to establish a connection with the server 5 and transmit the data separately. The server 5 receives the telephone number and the password from the POS terminal 13 (step S10).
3), an authentication process is performed using the authentication information stored in the customer information DB 19 (step S105).

If the authentication processing has failed, the server 5 sends an error notification to the POS terminal 13 and
Displays an error notification (step S107). on the other hand,
If the authentication processing is successful, the customer point DB 21 is searched with the received telephone number, and the current point value is obtained.
The data is transmitted to the POS terminal 13 (step S109). PO
The S terminal 11 receives the current point value from the server 5,
It is displayed (step S111). The employee who sees this display asks the customer, "The current point value is xxx. How many points can you use?" In response, the customer replies, for example, "use all". The employee indicates the number of used points to the POS terminal 13
, The POS terminal 13 receives the number of used points and transmits it to the server 5 (step S113). The server 5 receives the use point value from the POS terminal 13 (step S115), and (current point value-use point value).
Is calculated and recorded in the customer point DB 21 corresponding to the telephone number (step S117).

The POS terminal 13 bills the customer for the discounted amount corresponding to the used point value, and receives the price from the customer. Then, when the payment is input to the POS terminal 13, the current POS information is transmitted from the POS terminal 13 to the POS terminal.
Sent to server 11. The POS server 11 records the received POS information in the POS information DB 17 (Step S119). The POS terminal 13 prints out a receipt including the current receipt number (step S12).
1). The employee then gives the customer a printed receipt.

As a result, the customer can use the points for discount. It should be noted that other points can be used. For example, a mechanism that can be used to participate in an event, exchange for a lottery ticket, a cash voucher, and the like may be used.

When an e-mail address is registered, items such as the current point value, the expiration date of the point, and entertainments may be transmitted by e-mail regularly or irregularly. .

Next, the analysis processing performed in step S73 in FIG. 10 and step S41 in FIG. 6 will be briefly described. For example, FIG. 14A, FIG. 14B, and FIG.
It is shown in (c). For example, FIG. 14A shows that the meals in the store 30 are combined to be “very good”, “good”, “normal”, and “bad”.
The percentage of respondents who answered "very bad" is shown in a pie chart. In addition, FIG. 14B shows, in a pie chart, the proportions of the employees who answered that the customer service attitude was “very good”, “good”, “normal”, “bad”, and “very bad”. As for the degree of satisfaction of the store 30 as a whole, the percentages of “very satisfied”, “satisfied”, “normal”, “dissatisfied” and “very dissatisfied” are shown in a pie chart. With this alone, it can be created using only the questionnaire response information.

However, when the POS information and the questionnaire response information are combined, data as shown in FIG. 15 can be generated. The horizontal scale in FIG. 15 indicates the value of customer satisfaction (CS). For example, the customer satisfaction level in the case of responding to the questionnaire that the customer service attitude is good is about 0.3. In addition, the customer satisfaction in the case where the atmosphere of the shop is good in the questionnaire is about 0.18. This shows that the customer service attitude has a greater effect on customer satisfaction than the shop atmosphere. When the number of visitors (group number) included in the POS information is large, the customer satisfaction is about -0.5. As a result, if the number of visits to the store is large, the degree of satisfaction is reduced because the employee's hand is not turned. Similarly, when the gender of the customer included in the POS information is female, the customer satisfaction is about -1.5. It turns out that there are problems such as insufficient consideration for women. Furthermore, when it is the visitor time (from 7:00 to 8:00) included in the POS information, it is understood that the degree of satisfaction is about −0.3. It can be presumed that the service of employees has declined during congestion. Also, when the payment amount included in the POS information is high, it can be seen that the customer satisfaction is about -0.42. Therefore, it is understood that the higher the value, the more dissatisfied.

Such an analysis method is called a multivariate analysis (principal component analysis therein) and has been conventionally performed. In the present embodiment, the target of the multivariate analysis is the questionnaire response information and the POS information. In addition, what is used as an analysis method in the present invention is not limited to only multivariate analysis. It may be a simple tally. For the multivariate analysis, see "Multivariate Analysis for Marketing" (by Koji Shimizu, Sanno University Press).

Further, since the analysis processing performed in step S73 of FIG. 10 and step S41 of FIG. 6 is performed every day, if the analysis processing is accumulated, it is possible to indicate a time change such as customer satisfaction. FIG. 16 shows the time change of the customer satisfaction score. The score for the customer service attitude can also show a temporal change as shown in FIG. For example, when these are superimposed (FIG. 18), it can be seen that there is a certain degree of correlation, and it is understood that the attitude of customer service is very important for customer satisfaction.

Such an analysis result is passed to a store manager or a company manager, and is used for daily employee guidance and management judgment.

The embodiment of the present invention has been described above.
The present invention is not limited to this, and various modifications are possible. For example, customer point DB21 and employee point DB2
3 is described as the current point value, but for example, a configuration for recording a point acquisition history may be used. In this case, the current point value may be recorded together.

It is also conceivable that the customer enters the same receipt number and answers the questionnaire many times. Therefore, when the telephone number and the receipt number are received first, the configuration may be such that the questionnaire information is transmitted after determining whether or not this combination is the first time.
Further, the configuration may be such that the questionnaire response storage unit 25 is referred to later to check for such impropriety.

Although the above description has been given of the case where the portable telephone 1 or the user terminal 9 is used to answer a questionnaire of characters, for example, the portable telephone 1 or a general telephone is used to answer a questionnaire or the like by voice. May be. In this case, it is conceivable to make a telephone call by free dial to eliminate the burden on the customer.

Although points are not given only by payment, it can be combined with a mechanism for giving points at the time of payment.

The above-described system is often realized by a program that causes a computer to execute the above-described processing, but may be implemented by using a dedicated electronic circuit or the like. The program is stored in a storage medium (recording medium) such as a floppy disk, CD-ROM, magneto-optical disk, semiconductor memory, hard disk, or a storage device. Although the above description may not be clearly described, an intermediate processing result is temporarily stored in, for example, a main memory of a computer.

[0061]

As described above, it has been possible to provide a technique that can combine and analyze the POS information stored in the POS system and the answer information of the questionnaire at a place other than the cash register of the store. .

Another object of the present invention is to improve the questionnaire collection rate.

Also, the POS stored in the POS system
By combining and analyzing the information and the answer information of the questionnaire, it becomes possible to provide useful information on store operation and management to store managers and the like.

[Brief description of the drawings]

FIG. 1 is a block diagram showing an outline of a system according to the present invention.

FIG. 2 is a diagram showing a processing flow of a POS terminal at the time of settlement of an order price.

FIG. 3 is a diagram showing a processing flow (part 1) when answering a questionnaire;

FIG. 4 is a screen example (No. 1) displayed on the mobile phone.

FIG. 5 is a screen example (part 2) displayed on the mobile phone.

FIG. 6 is a diagram showing a processing flow (part 2) when answering a questionnaire.

FIG. 7 is a screen example (part 3) displayed on the mobile phone.

FIG. 8 is a diagram illustrating an example of a process of giving points to a customer.

FIG. 9 is a diagram illustrating an example of a process of giving points to an employee.

FIG. 10 is a diagram showing a processing flow (part 2-2) at the time of questionnaire collection.

FIG. 11 is a screen example (part 4) displayed on the mobile phone.

FIG. 12 is a diagram illustrating an example of a process of giving points to a customer.

FIG. 13 is a diagram showing a processing flow at the time of point withdrawal.

FIG. 14 is a diagram illustrating an example of an analysis processing result (1).

FIG. 15 is a diagram illustrating an example of an analysis processing result (2).

FIG. 16 is a diagram showing an example of an analysis processing result (3).

FIG. 17 is a diagram illustrating an example of an analysis processing result (part 4).

FIG. 18 is a diagram illustrating an example of an analysis processing result (No. 5).

[Explanation of symbols]

1 mobile phone 3 mobile phone network 5
Server 7 Internet 9 User terminal 11 PO
S server 13 POS terminal 15 keypad 17 PO
S information DB 19 customer information DB 21 customer point DB 23 employee point DB 25 questionnaire response storage unit 29 receipt

Claims (11)

[Claims] 1. A telephone number specifying means for specifying a telephone number of a user in response to access from a terminal of the user, and receipt identification information described in a receipt issued at a store from the terminal of the user. Receiving means for receiving receipt information stored in a storage device, replying questionnaire information in response to a request from the user terminal, receiving response information to the questionnaire from the user terminal, Questionnaire response receiving means stored in a storage device in association with receipt identification information; and valuable point value assigning processing for performing a process of assigning a valuable point value calculated according to a predetermined rule to the telephone number of the user Means, and a computer system comprising: 2. A PO identified from the receipt identification information.
Using the S information and the answer information to the questionnaire,
The computer system according to claim 1, further comprising: analysis processing means for performing an analysis process. 3. The computer according to claim 1, wherein said telephone number specifying means specifies the telephone number of said user by receiving the telephone number of said user from said terminal of said user. system. 4. The receipt identification information receiving means stores the receipt identification information in the storage device in association with the telephone number of the user, and a payment amount included in the POS information specified from the receipt identification information. 2. The computer system according to claim 1, further comprising a value point calculating means for calculating the value value based on the value. 5. When the answer information to the questionnaire includes evaluation information on employees of the store,
2. The computer system according to claim 1, further comprising means for executing a process of giving a point value based on the evaluation information in accordance with the identification information of the employee. 6. The prescribed rule includes a rule that a prescribed valuable point value is added when answer information to the questionnaire includes evaluation information on employees of the store. The computer system according to claim 5. 7. When the valuable point value calculating means associates a plurality of telephone numbers with the same receipt identification information, the value is included in POS information specified from the receipt identification information. 5. The computer system according to claim 4, wherein said valuable point value is calculated based on a payment amount divided by said plurality of users. 8. The computer system according to claim 1, wherein said receipt identification information receiving means further comprises means for judging, from the receipt identification information, whether a reception period of the receipt identification information has elapsed. 9. A personal information storage device for storing personal information of a user corresponding to a telephone number, wherein said analysis processing means retrieves personal information from said personal information storage device using said telephone number. 3. The computer system according to claim 2, wherein the personal information is further used to perform an analysis process. 10. A personal information storage device storing personal information including an e-mail address of a user corresponding to a telephone number, and an e-mail including a valuable point value obtained for the user at a predetermined timing. The computer system of claim 1, further comprising: means for transmitting 11. A telephone number specifying step for specifying a user's telephone number in response to access from a user's terminal, and receiving receipt identification information described in a receipt issued at a store from the user's terminal. Receiving receipt identification information stored in a storage device, and returning questionnaire information in response to a request from the user terminal; receiving response information to the questionnaire from the user terminal; Receiving a questionnaire response stored in the storage device in association with the receipt identification information; and giving a valuable point value calculated in accordance with a predetermined rule to a value corresponding to the telephone number of the user. Processing step; analyzing using the POS information specified from the receipt identification information and the answer information to the questionnaire; An information processing method, comprising: an analysis processing step of performing processing.