WO2025070818A1 - Information processing system, information processing method, and program - Google Patents

Abstract

The present invention addresses the problem of making it possible to efficiently utilize results of a questionnaire and various investigations conducted with store customers for subsequent store management.　In a CPU of a visiting user terminal 3 included in an information processing system, a display control unit 52 displays an evaluation page, which is accessible by reading an identifier placed in a store of a store user, on the terminal reading the identifier. In a CPU 11 of a management server 1 included in the information processing system, an acquisition unit 32 acquires evaluation information for evaluating the store, which is input to a web page by the visiting user operating the visiting user terminal 3, and an analysis unit 33 analyzes the acquired evaluation information on the basis of an evaluation item composed of a plurality of layers.

Description

Information processing system, information processing method, and program

The present invention relates to an information processing system, an information processing method, and a program.

Technology that supports the compilation of survey response data is known (for example, Patent Document 1).

JP 2015-064666 A

　Conventional technologies, including the technology described in Patent Document 1, make it possible to efficiently conduct surveys and collect survey results. However, even if the survey results can be collected, there is no point in conducting the survey if the survey results cannot be utilized in the subsequent operation of the store.

The present invention was made in light of this situation, and aims to make it possible to efficiently use the results of questionnaires and various surveys administered to store users in subsequent store operations.

In order to achieve the above object, one aspect of the present invention is
a display control means for displaying a web page for receiving evaluation information on a store from a store user on a first terminal operated by a store user who has visited the store;
an acquisition means for acquiring the evaluation information input to the web page via the first terminal;
an analysis means for analyzing the acquired evaluation information based on evaluation items configured in a plurality of layers;
It is an information processing system having the above structure.

An information processing method and a program corresponding to the above-mentioned information processing system of one aspect of the present invention are also provided as an information processing method and a program corresponding to the information processing system of one aspect of the present invention.

According to the present invention, the results of questionnaires and various surveys conducted on store users can be efficiently utilized in subsequent store operations.

1 is a diagram showing an example of an overall configuration of an information processing system according to an embodiment of the present invention; 2 is a block diagram showing an example of a hardware configuration of a management server constituting the information processing system of FIG. 1 . 2 is a functional block diagram showing an example of the functional configuration of each of a management server, a store user terminal, and a visiting user terminal constituting the information processing system of FIG. 1. 13 is a flowchart showing an example of a processing flow of a management server. 5 is a flowchart continuing from the flowchart shown in FIG. 4 . 13 is a flowchart showing an example of a processing flow of a visiting user terminal. FIG. 2 is a diagram showing a specific example of the present service to which the information processing system of FIG. 1 is applied. FIG. 1 is a diagram showing specific examples of evaluation items that are the subject of analysis in this service.

Hereinafter, this embodiment will be described with reference to the drawings.
<Information Processing System S>
FIG. 1 is a diagram showing an example of the overall configuration of an information processing system S according to an embodiment of the present invention.
The information processing system S is an information processing system configured to include a management server 1, store user terminals 2-1 to 2-n (n is an integer value of 1 or more), and visiting user terminals 3-1 to 3-m (m is an integer value of 1 or more) connected via a network N. The network N is, for example, the Internet, a LAN (Local Area Network), a VPN (Virtual Private Network), etc. When it is not necessary to explain each of the store user terminals 2-1 to 2-n individually, these are collectively referred to as the "store user terminal 2". When it is not necessary to explain each of the visiting user terminals 3-1 to 3-m individually, these are collectively referred to as the "visiting user terminal 3".

The information processing system S is an information processing system used by a user (hereinafter referred to as a "store user") as the manager of the store to be evaluated (hereinafter referred to simply as the "store"), and a user (hereinafter referred to as a "visiting user") as a customer of the store. When the information processing system S reads a specific identifier from a QR code (registered trademark) or the like placed in the store user's store, the information processing system S performs the following process. That is, the information processing system S causes the visiting user terminal 3 that read the identifier to display a web page (hereinafter referred to as an "evaluation page") associated with that identifier.

In addition, a store user may be any person who operates the store, such as an owner of an individual store, a person in charge at the headquarters of a franchise store, an owner affiliated with a franchise, a store clerk, etc. Furthermore, the information processing system S can display different items of the evaluation results depending on the type of store user (a person in charge at the headquarters of a franchise store, an owner affiliated with a franchise, a store clerk, etc.).

When information for rating a store (hereinafter referred to as "rating information") is entered into the input fields of the rating page displayed on the visiting user terminal 3, the information processing system S acquires the entered rating information. The rating information is entered by the visiting user.

The information processing system S evaluates the visiting user who has evaluated the store.
Although details will be described later, the information processing system S evaluates those who input evaluation information that is useful to store users as having a good store user evaluation (hereinafter referred to as a "store user evaluation"). The evaluation may be a points-adding method in which points are added each time useful evaluation information is input, or a comprehensive evaluation method based on the ratio of useful evaluation information input to unhelpful evaluation information input, etc. A store user who obtains a predetermined store user evaluation may be given a predetermined badge (hereinafter referred to as a "good badge"). In addition, the store user evaluation may include an evaluation of whether the store user is a repeat visitor.
In addition, a predetermined number of points (hereinafter, referred to as "visiting user points") are given to the visiting user according to the visiting user evaluation. The visiting user points may be used not only as an evaluation but also to receive a predetermined preferential treatment.

The contents of the evaluation page displayed on the visiting user terminal 3 differ depending on whether the visiting user has a good or bad evaluation. For example, the contents of the evaluation page displayed on the visiting user terminal 3 depend on whether the visiting user has a good badge. In other words, the evaluation page displayed on the visiting user terminal 3 of a visiting user who does not have a good badge displays input items for simple evaluation (hereinafter referred to as "simple questionnaire items"). The simple questionnaire items include, for example, an input item for scoring the overall evaluation of the store on a scale of 10 points, and an input item that allows free word input of impressions. In contrast, the evaluation page displayed on the visiting user terminal 3 of a visiting user who has a good badge displays input items for more detailed evaluation (hereinafter referred to as "mystery shopping items"). The mystery shopping items include, for example, in addition to a comprehensive evaluation of the store similar to the simple questionnaire items, input items for scoring the store on a scale of 10 points for each predetermined evaluation item, and input items that allow free word input of impressions (for example, an input item with a larger number of characters that can be entered than the simple evaluation).

The information processing system S analyzes the acquired evaluation information and provides the analysis results to the store user. The analysis of the evaluation information is based on predetermined evaluation items. In this embodiment, the evaluation items are composed of two layers of evaluation items, consisting of multiple major items and multiple minor items for each major item. The major items of the evaluation items are items classified according to the various elements that a visiting user experiences at the store. The minor items of the evaluation items are items classified according to the viewpoints pointed out by the visiting user for each element of the major item. For example, the major item "order" has minor items such as "timing," "method," "suggested explanation," "understanding of contents," "product lineup," and "menu list." The evaluation items may be a combination of major items and minor items prepared in advance, or may be created by the store user himself.

The evaluation information entered into the input field on the evaluation page where impressions can be entered in free words is divided as necessary by an AI that handles natural language (for example, Large Language Models (LLM)). It is then classified to belong to one of the evaluation categories, and the evaluation content is further classified and managed as positive or negative. For example, suppose the evaluation information entered in free words is "They came to take our order too early." In this case, this evaluation information is classified into the major category of "order" and the minor category of "timing," and is further classified and managed as "negative." At this time, the text information "too early" may be associated and managed.

By categorizing the evaluations into positive and negative, positive and negative points for improving the store are extracted. This allows store users to efficiently implement a PDCA cycle based on customer feedback.

The importance of evaluation items is evaluated based on accumulated evaluation information. For example, evaluation information entered into simple questionnaire items is likely to accumulate in large quantities because it includes much from visiting users who have not logged in. For this reason, the importance of each evaluation item is evaluated from a statistical perspective. Furthermore, evaluation information entered into mystery shopper items is store evaluations by visiting users who have logged in and have a good badge, so high-quality evaluations can be expected. For this reason, of the evaluation information entered into mystery shopper items, weighting is applied so that evaluation items that are deemed to have a high degree of importance in the simple questionnaire items are given particular importance. The analysis results of such valuable evaluation information are preferentially fed back to store users as information that is expected to contribute to store operations.

[Management Server 1]
The management server 1 is an information processing device that serves as a server that manages the entire information processing system S. The management server 1 is capable of executing a predetermined application program that enables the information processing system S to be used. The management server 1 transmits various types of information to each of the store user terminal 2, the visiting user terminal 3, and the outside, and enables various processes to be executed. The management server 1 also acquires various types of information transmitted from each of the store user terminal 2, the visiting user terminal 3, and the outside, and enables various processes to be executed.

For example, when the management server 1 receives information required for registration from a store user, it registers the store user and manages the provided information as store user information. Store user information includes information such as name, store name, business type, service content, location, email address, past evaluation information, and past analysis results. Furthermore, when the management server 1 receives information required for registration from a visiting user, it registers the visiting user and manages the provided information as visiting user information. Visiting user information includes information such as name, age, gender, address, email address, evaluation information previously entered, and information related to visiting user evaluations given (hereinafter referred to as "visiting user evaluation information").

The management server 1 also manages the evaluation page. Specifically, the management server 1 displays the evaluation page on the visiting user terminal 3 that has accessed the evaluation page. The evaluation page displayed on the visiting user terminal 3 may display simple questionnaire items or mystery shopping items, depending on whether the visiting user has an excellent badge.

That is, for example, if a visiting user has a good badge, a button to access a page to answer simple questionnaire items and a button to access a page to answer mystery shopping items are displayed. A visiting user who has a good badge can operate the button to access the desired answer page. This allows a visiting user who has a good badge to choose whether to answer the simple questionnaire items or the mystery shopping items depending on how much time he or she has.
In addition, if the visiting user does not have a good badge, a simple questionnaire item is displayed. This allows only visiting users who have a good badge to answer the mystery shopping items. As a result, high-quality answers can be obtained for the mystery shopping items.

The management server 1 also acquires the evaluation information entered on the evaluation page, and performs a predetermined evaluation on the visiting user who entered the evaluation information (calculates the visiting user evaluation, and grants visiting user points and good badges). Specifically, the management server 1 manages information related to the visiting user evaluation, visiting user points, good badges, etc., granted to the visiting user in association with the visiting user information of the visiting user.

The management server 1 also analyzes the evaluation information described above and displays the analysis results on the store user terminal 2. Details of the configuration and processing of the management server 1 will be described later.

[Store User Terminal 2]
The store user terminal 2 is an information processing device operated by a store user. The store user terminal 2 is capable of executing a predetermined application program that enables the use of the information processing system S. The store user terminal 2 is capable of performing various processes based on various information transmitted from each of the management server 1 and the outside, and various information input by the store user. The store user terminal 2 is also capable of transmitting various information to each of the management server 1 and the outside.

For example, the store user terminal 2 accepts an input operation for setting evaluation items, and transmits the input information to the management server 1 as item setting information. The store user terminal 2 also acquires the analysis results of the evaluation information transmitted from the management server 1, and displays them on a display or the like. The store user terminal 2 also transmits information for approaching visiting users (hereinafter referred to as "approach information") to the management server 1. The configuration and processing of the store user terminal 2 will be described in detail later.

[Visiting user terminal 3]
The visiting user terminal 3 is an information processing device operated by the visiting user. The visiting user terminal 3 is capable of executing a predetermined application program that enables the information processing system S to be used. The visiting user terminal 3 is capable of performing various processes based on various information transmitted from the management server 1 and the outside, and various information input by the visiting user. The visiting user terminal 3 is also capable of transmitting various information to both the management server 1 and the outside.

For example, the visiting user terminal 3 reads an identifier placed in the store based on the visiting user's operation, and accesses the evaluation page. Then, the visiting user terminal 3 displays the evaluation page on a display or the like. The visiting user terminal 3 logs in using login information input by the visiting user. The visiting user terminal 3 transmits the input evaluation information to the management server 1. The visiting user terminal 3 displays visiting user information including information about the visiting user's evaluation (visiting user evaluation, visiting user points, and good badges) on a display or the like. The configuration and processing of the visiting user terminal 3 will be described in detail later.

The above-mentioned processes performed by each of the management server 1, the store user terminal 2, and the visiting user terminal 3 constituting the information processing system S are one example. In addition, since it is sufficient for the information processing system S as a whole to have the functionality to realize the above-mentioned processes, some or all of the functionality to realize the above-mentioned processes may be shared or cooperated within the information processing system S.

For example, some or all of the functions of the management server 1 may be functions of other information processing devices in the information processing system S. Also, some or all of the functions of other information processing devices in the information processing system S may be functions of the management server 1. Furthermore, some or all of the functions of the management server 1 may be transferred to other servers (not shown). This promotes processing of the information processing system S as a whole and also makes it possible for the processes to complement each other.

<Hardware Configuration>
[Hardware configuration of management server 1]
FIG. 2 is a block diagram showing an example of a hardware configuration of the management server 1 constituting the information processing system S of FIG.
The management server 1 includes a CPU (Central Processing Unit) 11, a ROM (Read Only Memory) 12, a RAM (Random Access Memory) 13, a bus 14, an input/output interface 15, an output unit 16, an input unit 17, a memory unit 18, a communication unit 19, and a drive 20.

The CPU 11 executes various processes according to programs recorded in the ROM 12 or programs loaded from the storage unit 18 to the RAM 13. The RAM 13 also stores data and the like required for the CPU 11 to execute various processes as appropriate. The CPU 11, ROM 12, and RAM 13 are interconnected via a bus 14. An input/output interface 15 is also connected to this bus 14.

The input/output interface 15 is connected to an output unit 16, an input unit 17, a memory unit 18, a communication unit 19, and a drive 20. The output unit 16 is made up of a display, a speaker, etc., and outputs various information as images, sounds, etc. The input unit 17 is made up of a keyboard, a mouse, a touch panel, etc., and accepts input of various information. The memory unit 18 is made up of a hard disk, DRAM (Dynamic Random Access Memory), etc., and stores various data. The communication unit 19 communicates with other devices via the above-mentioned network N, which is made up of the Internet, etc.

A removable medium 21 consisting of a magnetic disk, optical disk, magneto-optical disk, semiconductor memory, or the like is appropriately attached to the drive 20. Programs read from the removable medium 21 by the drive 20 are installed in the storage unit 18 as necessary. The removable medium 21 can also store various data stored in the storage unit 18 in the same way as the storage unit 18.

[Hardware configuration of the store user terminal 2 and the visiting user terminal 3]
Each of the store user terminal 2 and the visiting user terminal 3 has the same hardware configuration as the management server 1 shown in Fig. 2. That is, each of the store user terminal 2 and the visiting user terminal 3 has a CPU, ROM, RAM, bus, input/output interface, output unit, input unit, memory unit, communication unit, drive, and removable media, which correspond to the CPU 11, ROM 12, RAM 13, bus 14, input/output interface 15, output unit 16, input unit 17, memory unit 18, communication unit 19, drive 20, and removable media 21, respectively, in Fig. 2.

<Functional configuration>
FIG. 3 is a functional block diagram showing an example of the functional configuration of each of the management server 1, the store user terminal 2, and the visiting user terminal 3 that constitute the information processing system S of FIG.
[Functional configuration of management server 1]
In the CPU 11 of the management server 1, a management unit 31 as a management means, an acquisition unit 32 as an acquisition means, an analysis unit 33 as an analysis means, an evaluation unit 34 as an evaluation means, and a transmission control unit 35 as a display control means function during operation. In addition, various databases are provided in the storage unit 18 of the management server 1. For example, a store user DB 41 that stores store user information, a visiting user DB 42 that stores visiting user information, an evaluation DB 43 that stores evaluation information, an analysis result DB 44 that stores analysis results of the evaluation information, and the like are provided.

The management unit 31 stores and manages various types of information in various databases in the storage unit 18. For example, the management unit 31 stores and manages the store user information acquired by the acquisition unit 32 in the store user DB 41. The management unit 31 also stores and manages the visiting user information acquired by the acquisition unit 32 in the visiting user DB 42. The management unit 31 also stores and manages the evaluation information acquired by the acquisition unit 32 in the evaluation DB 43. The management unit 31 also stores and manages the analysis results of the evaluation information by the analysis unit 33 described below in the analysis result DB 44. The management unit 31 can also manage information related to feedback and questions by controlling an AI system (not shown) to generate feedback and questions on the contents of the evaluation page (question text on a web page for inputting evaluations) using AI (Artificial Intelligence) technology, particularly generation AI that generates answers using natural language.

Here, the management of visiting user information by the management unit 31 includes management of visiting user evaluation information. Management of incentive information by the management unit 31 is performed, for example, as follows. That is, when a visiting user visits a store, accesses an evaluation page by reading an identifier, and enters evaluation information, the management unit 31 grants visiting user points on the day of the visit or the day after. Here, a predetermined amount of visiting user points is granted on the condition that the visiting user performs a login operation, and visiting user points are not granted if the visiting user does not perform a login operation, that is, visiting user points can be managed only for visiting users who have performed a login operation. Note that visiting user points granted on the day after the day of the visit change as follows.

In other words, if there is a positive reaction from a store user to the store evaluation information entered by a visiting user, the visiting user points granted from the day after the store visit will increase. For example, if a store user presses a button with a positive meaning (a so-called good button) in response to the evaluation information entered by the visiting user, such as "this was helpful" or "will be an improvement item in the future," the visiting user points granted from the day after the store visit will increase. In addition, if a store user formulates an improvement plan based on the evaluation information entered by the visiting user and shares it within the store, the visiting user points granted from the day after the store visit will increase.

Furthermore, even if there is no reaction from the store user of the store to the evaluation information of the store entered by the visiting user, the visiting user points granted from the day after the store visit date may increase. For example, while the analysis unit 33 is continuously analyzing the evaluation information, if the analysis results show that there has been improvement in the evaluation items pointed out by the visiting user, the visiting user points granted from the day after the store visit date will increase. In other words, even if there is no reaction from the store user to the evaluation information pointed out by the visiting user, if there has been improvement in the evaluation item, the visiting user who pointed out the evaluation item will be evaluated as having contributed to the improvement. As a result, the visiting user points granted from the day after the store visit date will increase.

In addition, if a visiting user answers the mystery shopping items, the visiting user points will increase compared to when they answer the simple questionnaire items. In addition, if the evaluation information of the store entered by the visiting user is inappropriate, the visiting user points will decrease. For example, if the evaluation information of the store entered by the visiting user has an overall rating of 10 out of 10, but the free word input of the impressions is only negative, the evaluation information will be deemed inappropriate and the visiting user points will decrease.

The management unit 31 also manages the evaluation page. The management of the evaluation page by the management unit 31 includes control of the evaluation page to be displayed on the visiting user terminal 3. Specifically, as the control of the evaluation page, the management unit 31 displays mystery shopping items on the evaluation page if the visiting user of the visiting user terminal 3 who has accessed the evaluation page has an excellent badge. In contrast, the management unit 31 displays simple questionnaire items on the evaluation page if the visiting user does not have an excellent badge. Furthermore, the management unit 31 can manage to display a button for accessing a page to answer simple questionnaire items and a button for accessing a page to answer mystery shopping items when the visiting user has an excellent badge. The management unit 31 can control the evaluation page to be displayed on the visiting user terminal 3 in response to the operation of a button for accessing a desired answer page by a visiting user who has an excellent badge.

The acquisition unit 32 acquires various types of information. For example, the acquisition unit 32 acquires store user information input to the store user terminal 2. The acquisition unit 32 also acquires setting item information input to the store user terminal 2. The acquisition unit 32 also acquires approach information input to the store user terminal 2. The acquisition unit 32 also acquires visiting user information input to the visiting user terminal 3. The acquisition unit 32 also acquires evaluation information input to the evaluation page on the visiting user terminal 3.

The analysis unit 33 analyzes various types of information. For example, it analyzes the evaluation information acquired by the acquisition unit 32. The analysis of the evaluation information by the analysis unit 33 is based on the evaluation items (major items and minor items). The evaluation information to be analyzed includes information in which a score is entered and information in which a free word is entered.

The analysis unit 33 performs an analysis to classify the acquired evaluation information whose evaluation content is negative. In other words, an analysis is performed to classify the acquired evaluation information so that it is possible to distinguish which of the evaluation information contained negative comments in the analysis results. This makes it easy for store users to understand the areas that need improvement when viewing the analysis results.

The analysis unit 33 also performs an analysis to classify the acquired evaluation information into those with positive evaluation content. That is, an analysis is performed to classify the acquired evaluation information so that it is possible to distinguish which of the evaluation information was a positive observation in the analysis results. This makes it easy for store users to understand what points need to be maintained or further developed when viewing the analysis results. Furthermore, for employees of the store, not only are negative evaluations given, but positive evaluations are also distinguished and presented, which prevents them from losing motivation and can also be used in the personnel system.

Furthermore, the analysis unit 33 further performs an analysis to classify the acquired evaluation information whose evaluation content is neutral. That is, an analysis is performed to classify the acquired evaluation information so that it is possible to distinguish which of the evaluation information points out are neutral (neither positive nor negative, or within a predetermined range between them) in the analysis results. This allows the store user to pick out and understand points that are difficult to identify as either positive or negative, or that are considered to be neutral because they include points from both perspectives, when viewing the analysis results.
The analysis results obtained by the analysis unit 33 are managed by the management unit 31 .

The evaluation unit 34 evaluates various types of information. For example, the evaluation unit 34 evaluates the degree of importance of each set evaluation item. Specifically, the evaluation unit 34 evaluates the degree of importance of each evaluation item based on the evaluation information entered in the simple questionnaire items on the evaluation page. The evaluation unit 34 also evaluates the degree of importance of the acquired evaluation information. Specifically, the evaluation unit 34 highly evaluates the degree of importance of evaluation items that are determined to have a high degree of importance in the simple questionnaire items among the evaluation information entered in the mystery shopping items on the evaluation page.
In addition, the evaluation unit 34 evaluates the degree of importance of the evaluation information by the visiting user according to the visiting user evaluation associated with the visiting user who input the evaluation content. That is, for example, the evaluation content by a visiting user who has a good visiting user evaluation can be highly evaluated in terms of the degree of importance of the evaluation information of the evaluation content.

The evaluation unit 34 also evaluates the store based on the analysis results of the evaluation information by the analysis unit 33. The evaluation of the store by the evaluation unit 34 includes evaluations of each department in charge of the store and individual evaluations of employees (such as the store manager or store clerks) who belong to the store. The evaluation results by the evaluation unit 34 are managed by the management unit 31 as store user information.

The transmission control unit 35 controls the communication unit 19 to transmit various types of information to the store user terminal 2, the visiting user terminal 3, and the outside. For example, the transmission control unit 35 controls the transmission of control information for displaying an evaluation page on the visiting user terminal 3. The transmission control unit 35 also controls the transmission of the analysis results of the evaluation information by the analysis unit 33 to the store user terminal 2. This allows the analysis results of the evaluation information to be fed back to the store user. The transmission control unit 35 also controls the transmission of approach information to the visiting user terminal 3.

[Functional configuration of store user terminal 2]
In the CPU of the store user terminal 2, an acquisition unit 51, a display control unit 52, and a transmission control unit 53 function when the store user terminal 2 is operating.

The acquisition unit 51 acquires various types of information. For example, the acquisition unit 51 acquires the analysis results of the evaluation information sent from the management server 1.

The display control unit 52 controls the display of various information on the display of the output unit. For example, the display control unit 52 controls the display to display the analysis results of the evaluation information acquired by the acquisition unit 51.

The transmission control unit 53 controls the communication unit to transmit various types of information. For example, the transmission control unit 53 controls the transmission of store user information, input of which has been accepted by the input unit, to the management server 1. The transmission control unit 53 also controls the transmission of item setting information, input of which has been accepted by the input unit, to the management server 1. The transmission control unit 53 also controls the transmission of approach information to the management server 1.

[Functional configuration of visiting user terminal 3]
In the CPU of the visiting user terminal 3, a reading unit 71, an acquisition unit 72, a display control unit 73, and a transmission control unit 74 function when in operation.
The reading unit 71 reads various types of information. For example, the reading unit 71 reads an identifier placed in a store.

The acquisition unit 72 acquires various types of information. For example, the acquisition unit 72 acquires control information for displaying an evaluation page transmitted from the management server 1. The acquisition unit 72 also acquires approach information transmitted from the management server 1.

The display control unit 73 controls the display of various information on the display of the output unit. For example, the display control unit 73 controls the display to display an evaluation page whose access destination is associated with the read identifier. That is, a web page that accepts evaluation information about the store from store users is displayed on a user terminal operated by a visiting user who visits the store. The display control unit 73 also controls the display to display approach information from store users.

The transmission control unit 74 controls the communication unit to transmit various types of information. For example, the transmission control unit 74 controls the transmission of visiting user information input by the input unit to the management server 1. The transmission control unit 74 also controls the transmission of evaluation information input by the input unit to the management server 1.

<Processing flow>
[Processing flow of management server 1]
FIG. 4 is a flowchart showing an example of the flow of processing by the management server 1.
FIG. 5 is a flowchart continuing from the flowchart shown in FIG.
When the store user provides the information required for registration (YES in step S1), the management server 1 registers the store user (step S2) and manages the provided information as store user information (step S3). On the other hand, when the store user does not provide the information required for registration (NO in step S1), the management server 1 repeats the determination process in step S1.

When the visiting user provides the information required for registration (YES in step S4), the management server 1 registers the visiting user (step S5) and manages the provided information as visiting user information (step S6). On the other hand, if the visiting user does not provide the information required for registration (NO in step S4), the management server 1 repeats the judgment process in step S4.

The management server 1 controls the evaluation page (step S7). If the visiting user terminal 3 that has accessed the evaluation page has already logged in (YES in step S8), the management server 1 proceeds to the decision process of step S9. On the other hand, if the visiting user terminal 3 has not already logged in (NO in step S8), the management server 1 displays a simple questionnaire item on the evaluation page (step S11) and proceeds to the decision process of step S12.

If the visiting user of the logged-in visiting user terminal 3 has a good badge (YES in step S9), the management server 1 displays the mystery shopping items on the evaluation page (step S10) and proceeds to the judgment process of step S12. On the other hand, if the visiting user does not have a good badge (NO in step S9), the management server 1 proceeds to step S11.

When evaluation information is input to the evaluation page (YES in step S12), the management server 1 acquires the input evaluation information (step S13) and evaluates the visiting user who input the evaluation information (calculates the visiting user evaluation and grants visiting user points and a good badge) (step S14). On the other hand, if evaluation information has not been input to the evaluation page (NO in step S12), the management server 1 repeats the judgment process of step S12.

The management server 1 analyzes the evaluation information acquired in step S13 (step S15). Then, the management server 1 transmits the analysis results of the evaluation information to the store user terminal 2 (step S16). This ends the processing of the management server 1 (END).

[Processing flow of visiting user terminal 3]
Fig. 6 is a flowchart showing an example of a process flow of the visited user terminal 3. In the example of Fig. 6, it is assumed that a visited user who operates the visited user terminal 3 has a good badge.
When an operation to read the identifier placed in the store is performed (YES in step S21), the visiting user terminal 3 accesses the evaluation page associated with the identifier (step S22). On the other hand, when an operation to read the identifier is not performed (NO in step S21), the visiting user terminal 3 repeats the determination process of step S21.

When an operation to input login information is performed (YES in step S23), the visiting user terminal 3 transmits the input login information to the management server 1 (step S24) and proceeds to the processing of step S25. On the other hand, when an operation to input login information is not performed (NO in step S23), the visiting user terminal 3 proceeds to the processing of step S26.

Visiting user terminals 3 that have sent login information in step S24 display an evaluation page including mystery shopping items (step S25) and proceed to processing in step S27. Visiting user terminals 3 that have not sent login information in step S24 display an evaluation page including simple questionnaire items (step S26) and proceed to processing in step S27.

When the visiting user terminal 3 inputs the evaluation information on the evaluation page (YES in step S27), it transmits the input evaluation information to the management server 1 (step S28). This ends the processing of the visiting user terminal 3 (END).

<Specific examples>
[Examples of services]
FIG. 7 is a diagram showing a specific example of a service (hereinafter, referred to as "this service") to which the information processing system S of FIG. 1 is applied.
7 shows a store user Us who uses the service, and a visiting user Uc who visits a store T, which is a restaurant run by the store user Us. A QR code (registered trademark) or the like including an identifier C such as a uniform resource locator (URL) of an evaluation page is printed on a part of a POP P placed on each table in the store T.

When a visiting user Uc, seated at a table, operates a visiting user terminal 3 such as a smartphone to read the identifier C, the visiting user terminal 3 accesses the evaluation page. Then, a login page is displayed on the display of the visiting user terminal 3. When the visiting user Uc performs an operation to log in, the visiting user information is referenced and an evaluation page according to whether or not the visiting user Uc has a good badge is displayed.

Specifically, if the visiting user Uc has a good badge, an evaluation page including mystery shopping items is displayed. In contrast, if the visiting user Uc does not have a good badge, an evaluation page including simple questionnaire items is displayed. Note that even if the visiting user Uc does not perform any operation to log in, the evaluation page including simple questionnaire items is displayed. Note that in the example of Figure 7, it is assumed that the evaluation page including mystery shopping items is displayed on the visiting user terminal 3.

The visiting user Uc performs an input operation (an operation to input evaluation information) to answer the mystery shopping items before or after a meal, during the meal, or after leaving the store T. The mystery shopping items include an item for inputting a score and an item for inputting a free word. When the visiting user Uc answers the mystery shopping items, a predetermined number of visiting user points are awarded unconditionally. Furthermore, if the content of the answer by the visiting user Uc contributes to the store operation of the store user Us and there is a positive reaction from the store user Us (for example, an operation of pressing the so-called "good button"), the predetermined number of visiting user points is awarded. Furthermore, regardless of the presence or absence of a reaction from the store user Us, the predetermined number of visiting user points may be awarded based on the results of the analysis of the evaluation information by this service.

By using this service, store users Us can proactively approach and communicate with visiting users Uc who have good badges, rather than simply waiting for visiting users Uc to visit store T. For example, communication can include individual interviews and invitations to tasting events. Visiting users Uc who respond to communication can be given visiting user points as an incentive.

As a result, the visiting user Uc will be able to recognize that he or she is needed through the approach from the store T, and it is expected that this will make the user want to contribute even more to the operation of the store T. As a result, the store user Us will be able to acquire many repeat customers, and will also be able to acquire so-called royal customers (good customers).

Furthermore, the information processing system S can assist the store user Us in conducting a depth interview with the visiting user Uc as an approach.
That is, for example, the information processing system S can receive approach information for the store user Us to approach a visiting user who has input evaluation information on the evaluation page.

Specifically, for example, the management server 1 receives approach information (such as questions and evaluation items on the evaluation page) from the store users Us for determining which store users Uc are to be the subjects of the depth interview from among the store users Uc who have input evaluation information on the evaluation page. The management server 1 presents the approach information (such as questions and evaluation items on the evaluation page) for determining which store users Uc are to be the subjects of the depth interview to the store users Uc and receives their responses.
This allows the service, which uses an evaluation page with a relatively low psychological barrier, to present approach information for screening (such as questions and evaluation items on the evaluation page) to many visiting users Uc and obtain their answers. Since it becomes possible to screen visiting users Uc based on their answers, it becomes possible to efficiently conduct useful in-depth interviews.

Furthermore, for example, the management server 1 can receive the contents of the depth interview as approach information from the store user Us. Specifically, for example, the management server 1 can target a visiting user Uc associated with a predetermined visiting user evaluation (an evaluation that is considered good because the user has given a useful response to the store) as a subject of a depth interview, present the visiting user Uc with the approach information (such as the contents of the depth interview), and receive a response.
As a result, in this service, visiting users Uc who have good user ratings for not only the target store but also each store can be targeted for a depth interview after screening, and approach information (contents of the depth interview, etc.) can be presented and a response can be obtained. Then, a depth interview of the visiting user Uc can be conducted based on the response, making it possible to realize the depth interview.

In other words, simply collecting and analyzing customer feedback, as in conventional surveys, has limitations in fully grasping the actual situation, such as the underlying psychological needs of customers and why a product or service resonates with them. This service therefore adopts an approach known as depth interviews, which allows for a deeper understanding of customers, enabling more effective marketing strategies to be developed.

Here, a depth interview is a qualitative research method in which a user (here, a visiting user Uc) is interviewed for about an hour to gain an in-depth understanding of their behavior, thoughts, and feelings regarding a product or service. Specifically, the user is asked specific questions to understand their background, and it is possible to get to the bottom of why they are purchasing that product. In particular, it is possible to select users with attributes close to a persona (ideal customer profile) or from the customer demographic that is the main target of the product or service.

In-depth interviews require a lot of time and effort, so they cannot be conducted on just anyone. They should be conducted on users who fit one of the following categories (here, store-visiting users Uc). In other words, they should be conducted on users who fit either the customer demographic that the store is targeting, or the customer demographic that is interested in a specific product or service that the store wants to promote.

By conducting depth interviews as described above, you can uncover the "why" behind customer behavior.
That is, the difference with the questionnaire method is that while questionnaires collect data through free description and multiple choice questions, depth interviews are in dialogue format and collect detailed information in the customer's own words. This allows for a deeper understanding of the customer's deep psychological needs and issues, product/service usage scenarios, purchasing process, etc., which can be used to improve customer experience, develop new products, and plan marketing strategies.

For example, a customer visiting a steak restaurant is asked the following questions:
What did you do before you came?
What do you do after you arrive?
When do you usually eat steak?
How do you feel about eating steak?
What is steak your favorite food?
This allows you to get a deeper insight into customer behavior and psychology.

For example, to investigate why a particular drink at a hamburger specialty store is selling well, in-depth interviews are conducted with customers who frequently purchase the particular drink.
It is assumed that a certain drink is selling well simply because people like its taste, or because it pairs well with hamburgers.
As a result of the in-depth interview, it was revealed that the specified drink met the need for something that could be easily consumed in the car on the way to work in the morning to "kill time" (job/context understanding).
In other words, neither the store nor the customers who purchase the specified products were aware of such needs. It is expected that depth interviews will make it possible to reveal latent needs.
Understanding the job/context means clarifying the needs behind the customer's actions, such as "what problem does the customer want to solve through the product/service?" and "in what situation will the customer use the product/service?" Understanding the job/context is important in business marketing.

For example, suppose a rice bowl restaurant in a student area is running its store and developing its menu with students as its target customers.
The survey and customer data analysis conducted by this service reveal that most customers are office workers in their 30s and 40s. In other words, it becomes clear that the main customers are a customer group that the store had not anticipated, and it becomes clear that the target customers should be reconsidered to include office workers. By utilizing this service, it is possible to objectively grasp the actual situation of customers and prevent business development based on erroneous assumptions.

For example, one franchise group conducts test sales of new products under development at some stores to gather feedback from customers. The test sales are limited to fans of the franchise group who are interested in the new products.
Therefore, by screening the test sales targets from visiting users Uc who have good visiting user evaluations and who are likely to be interested in the new product, it is possible to narrow down the customers who are interested in the new product.
This allows for efficient collection of feedback from target customers, which can be used to improve new products and develop sales strategies.

As mentioned above, this service can be used as a screening tool to select subjects for depth interviews.

In other words, for example, this service makes it possible to compile statistics on the profiles of visiting users Uc based on evaluation information. It also makes it possible to conduct in-depth interviews with visiting users Uc who have good user evaluations. This makes it possible to plan marketing strategies using in-depth interviews such as the following:

Also, for example, during the period in which the depth interview is conducted, the questions on the web page used for inputting the evaluation information can be partially changed. Specifically, for example, questions related to store improvement can be temporarily stopped, and instead, screening questions for selecting subjects for the depth interview can be added.
This allows existing survey systems to be reused, reducing the cost and time required to develop new systems. It also makes it possible to efficiently narrow down candidates for depth interviews without placing a heavy burden on survey respondents.

For example, by adding (or replacing) the frequency of eating out (how often do you usually eat out?) and the number of visits to and frequency of use of the target store (how many times have you visited this store?) to the input evaluation information, it is possible to narrow down the users Uc who are suitable for a depth interview.

Traditionally, many restaurants outsource in-depth interviews to external research companies. However, this service allows restaurants to conduct in-depth interviews in-house based on survey and interview data obtained through contact with users.

It is also possible to target users who visit the store repeatedly.
It is important to pay attention not only to customers who have given high ratings, but also to customers who visit repeatedly. For example, by analyzing why repeat customers visit repeatedly and what highly rated customers are satisfied with, it is possible to obtain hints for improving customer loyalty. By analyzing the behavior and psychology of repeat customers and highly rated customers, it is possible to understand the deep psychological needs of customers and develop more effective marketing strategies.

As mentioned above, this service's system of collecting and analyzing evaluation information and evaluating users who visit the store makes it possible to screen users who visit the store, and the customer needs obtained through in-depth interviews can be used in new product development and branding strategies.
In other words, if there is a discrepancy between the expected target customers and the customer base that the product or service actually appeals to, the direction of branding and product development can be reviewed. Also, by using this service for screening, it becomes possible to quickly determine who the product or service appeals to. Furthermore, by improving branding and product development to better meet customer needs, it can lead to increased customer satisfaction and sales.

In addition, the management server 1 can use AI technology to provide feedback on bias in questions (web pages for entering evaluations and the questions themselves) and generate the questions themselves.

In other words, the problem is that when directly asking customers (here, visiting users Uc) to evaluate your company (here, your store), there is inevitably a bias. Specifically, when people are asked to evaluate themselves, they tend to give more positive opinions than negative ones. Also, the way the question is asked can sometimes lead to a bias in the answers. For example, it is easier to collect negative opinions by asking "What could be improved?" than by asking "What are the good points?".

In this service, the management server 1 utilizes AI technology to minimize the influence of bias and collect more objective customer feedback.
The management server 1 enables the AI to analyze past data and automatically generate unbiased questions. The management server 1 also enables the AI to create more appropriate questions by taking into account customer attributes and answering tendencies.

Furthermore, by using this service, store users Us can obtain the results of an analysis of the evaluation information of visiting users Uc. As a result, for example, for evaluation items for which the analysis results of the evaluation information were positive, the information can be output as information for awarding or conducting an internal evaluation of the entire store T that was the subject of the evaluation, the responsible department (kitchen, hall, etc.), or individuals. As a result, for example, employees of store T can recognize that positive evaluations from visiting users Uc directly affect their own evaluations, fostering a better work environment.

[Examples of services]
FIG. 8 is a diagram showing specific examples of evaluation items that are the subject of analysis in this service.
In Figure 8, examples of major items in the first layer of evaluation items consisting of two layers include "Before visiting the restaurant,""Entering and leaving the restaurant,""Seats,""Ordering,""Serving,""Food,""Drinks,""Toilets,""Payment,""Customerservice," and "Store."

In the major category "Before visiting," examples of second-layer sub-categories include "Reputation," "Means of contact," "Reservation," "Finding a store," and "Measures for returning." In addition, in the major category "Entering and leaving the store," examples of second-layer sub-categories include "Waiting time," "Meeting/seeing off," "Guidance," "Reservation handling," "Luggage handling," and "Handling needs." In addition, in the major category "Seats," examples of second-layer sub-categories include "Cleanliness/hygiene management," "Comfortable seating," "Layout/space," and "Attention/consideration."

Furthermore, for the major category "ordering," examples of second-layer sub-categories include "timing," "method," "explanation/suggestion," "understanding of contents," "product lineup," and "menu." For the major category "serving," examples of second-layer sub-categories include "hygiene management," "time," "explanation," "politeness," "accuracy," "bashing" (cleaning up the table after meals), "items," and "method." For the major category "food," examples of second-layer sub-categories include "price," "taste," "appearance/presentation," "portion," "temperature," "foreign matter contamination," "smell," "texture," "ease of eating," and "items." Specific examples of other sub-categories are as shown in Figure 8.

<Advantageous Effects of the Present Embodiment>
According to the above-described embodiment, the results of questionnaires and various surveys conducted on store users can be efficiently utilized in the subsequent operation of the store.

＜Other＞
Although one embodiment of the present invention has been described above, the present invention is not limited to the above embodiment, and modifications and improvements within the scope of the present invention are included in the present invention. For example, the specific examples shown in Figures 7 and 8 are merely examples for achieving the object of the present invention, and are not particularly limited.

In the above embodiment, the evaluation page is described as being accessed by a visiting user terminal 3 that reads an identifier C from a POP P placed in the store by a visiting user, but this is not limited to this, and it is sufficient for the display control unit 73 to be able to display a web page that accepts evaluation information about the store from the store user on a visiting user terminal 3 operated by a visiting user who has visited the store.
For example, the evaluation page may be accessed via application software installed in the visiting user terminal 3. Specifically, for example, the evaluation page may be displayed by performing a predetermined operation in application software for a store or franchise group installed in the visiting user terminal 3. Also, for example, application software by a service provider that manages the information processing system S and provides the present service may be installed in the visiting user terminal 3, and the evaluation page may be displayed by performing a predetermined operation in the application software. Also, for example, application software (including application software for SNS (Social Networking Service)) for managing points, etc. of multiple stores, franchise groups, etc. may be installed in the visiting user terminal 3, and the evaluation page may be displayed by performing a predetermined operation in the application software.

In addition, in the above embodiment, the evaluation items are configured in two layers, major items and minor items, but this is not limited to this. The evaluation items may be configured in three or more layers, or may be in one layer. In addition, the store user's store does not have to be a restaurant, and the content of the evaluation items is not limited to those related to restaurants. The content of the evaluation items is set according to the service content of the store.

Furthermore, the above-mentioned series of processes can be executed by hardware or software. In other words, the above-mentioned functional configuration is merely an example and is not particularly limited. In other words, it is sufficient that the information processing system S is provided with a function that can execute the above-mentioned series of processes as a whole, and the type of functional block used to realize this function is not particularly limited to the above-mentioned example.

Furthermore, the location of the functional blocks is not particularly limited and may be arbitrary. For example, the functional blocks of the management server 1 may be transferred to another device, or the functional blocks of another device may be transferred to a server. Furthermore, one functional block may be composed of hardware alone, software alone, or a combination of both.

When a series of processes is executed by software, the programs that make up the software are installed on a computer or the like from a network or recording medium. The computer may be a computer that is built into dedicated hardware. The computer may also be a computer that is capable of executing various functions by installing various programs, such as a server, a general-purpose smartphone, or a personal computer.

The recording medium containing such a program may be configured not only as a removable medium (not shown) that is distributed separately from the device main body in order to provide the program to the user, but also as a recording medium that is provided to the user in a state where it is pre-installed in the device main body. Since the program can be distributed via a network, the recording medium may be mounted on or accessible to a computer that is connected to or can be connected to the network.

In this specification, the steps describing the program to be recorded on the recording medium include not only processes that are performed chronologically according to the order, but also processes that are not necessarily performed chronologically but are executed in parallel or individually. In addition, in this specification, the term "system" refers to an overall device that is composed of multiple devices, multiple means, etc.

In other words, the information processing system to which the present invention is applied can take various forms having the following configurations.
(1) That is, the information processing system S to which the present invention is applied is
a display control means (e.g., the display control unit 52 of the visiting user terminal 3 in FIG. 3) that displays a web page (e.g., the above-mentioned evaluation page) that accepts evaluation information for a store (e.g., store T in FIG. 7) of a store user (e.g., store user Us in FIG. 7) on a first terminal (e.g., the visiting user terminal 3 in FIG. 1) operated by a visiting user who visits the store;
an acquisition unit (e.g., the acquisition unit 32 of the management server 1 in FIG. 3 ) that acquires evaluation information for evaluating the store, the evaluation information being input to the web page via the first terminal;
An analysis means (e.g., the analysis unit 33 of the management server 1 in FIG. 3) that analyzes the acquired evaluation information based on evaluation items that are composed of multiple layers (e.g., major items and minor items linked to the major items);
It is an information processing system having the above structure.

(2) The system may further include a management means (e.g., the management unit 31 in FIG. 3) for managing the visiting user evaluation (e.g., the above-mentioned visiting user evaluation, visiting user points, and good badges) of the visiting user who inputted the evaluation information based on the acquired evaluation information, in association with the visiting user.

(3) The management means can further classify the acquired evaluation information with negative evaluation content and manage it in association with the visiting user.

(4) The management means can further classify and manage the acquired evaluation information with positive evaluation content.

(5) The management means can further classify and manage the acquired evaluation information whose evaluation content is neutral.

(6) The system may further include an evaluation means for evaluating the degree of importance of the evaluation information by the visiting user according to the visiting user evaluation associated with the visiting user.

(7) The evaluation means can also perform the evaluation for each of the evaluation items.

(8) In addition, the input items for the evaluation information to be displayed on the webpage can be differentiated based on the store visitor evaluation associated with the store visitor (for example, whether the store visitor evaluation is good or bad, or whether or not the store visitor has a good badge).

(9) The method further includes a receiving unit that receives input of approach information for the store user to approach at least one of the visiting user who inputs the evaluation information on the web page and the visiting user to which a predetermined visiting user evaluation is associated,
The display control means can display the approach information on the first terminal of the target visiting user.

(10) The display control means can also display the results of the analysis performed by the analysis means on the second terminal of the store user.

1: Management server, 2: Store user terminal, 3: Visiting user terminal, 11: CPU, 16: Output unit, 17: Input unit, 18: Storage unit, 19: Communication unit, 31: Management unit, 32: Acquisition unit, 33: Analysis unit, 34: Evaluation unit, 35: Transmission control unit, 51: Acquisition unit, 52: Display control unit, 53: Transmission control unit, 71: Reading unit, 72: Acquisition unit, 73: Display control unit, 74: Transmission control unit, C: Identifier, S: Information processing system, N: Network

Claims (12)

a display control means for displaying a web page for receiving evaluation information on a store from a store user on a first terminal operated by a store user who has visited the store;
an acquisition means for acquiring the evaluation information input to the web page via the first terminal;
an analysis means for analyzing the acquired evaluation information based on evaluation items configured in a plurality of layers;
An information processing system having the above configuration. The method further includes a management unit for managing a visiting user evaluation of the visiting user who inputs the evaluation information based on the acquired evaluation information in association with the visiting user.
The information processing system according to claim 1 . The management means further classifies and manages the acquired evaluation information having negative evaluation contents.
The information processing system according to claim 2 . The management means further classifies and manages the acquired evaluation information having positive evaluation contents.
The information processing system according to claim 3 . The management means further classifies and manages the acquired evaluation information whose evaluation content is neutral.
5. The information processing system according to claim 4. Further comprising an evaluation means for evaluating the degree of importance of the evaluation information by the visiting user in accordance with the visiting user evaluation associated with the visiting user.
The information processing system according to claim 2 . The evaluation means performs the evaluation for each of the evaluation items.
7. The information processing system according to claim 6. The display control means provides a difference in input items of the evaluation information to be displayed on the web page based on the visiting user evaluation associated with the visiting user.
The information processing system according to claim 2 . The method further includes a receiving unit that receives input of approach information for the store user to approach at least one of the visiting user who has input the evaluation information on the web page and the visiting user to which a predetermined visiting user evaluation is associated,
The display control means displays the approach information on the first terminal of the target visiting user.
The information processing system according to claim 2 . The display control means causes a result of the analysis by the analysis means to be displayed on a second terminal of the store user.
The information processing system according to claim 1 . An information processing method executed by an information processing system,
displaying a web page that accepts evaluation information on a store from a store user on a first terminal operated by a store visiting user who visits the store;
acquiring evaluation information for evaluating the store, the evaluation information being input to the web page via the first terminal;
Analyzing the acquired evaluation information based on evaluation items configured in a plurality of layers;
An information processing method comprising: On the computer,
displaying a web page that accepts evaluation information on a store from a store user on a first terminal operated by a store visiting user who visits the store;
acquiring evaluation information for evaluating the store, the evaluation information being input to the web page via the first terminal;
Analyzing the acquired evaluation information based on evaluation items configured in a plurality of layers;
A program for executing information processing including the above.

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