129 results about "Satisfaction rate" patented technology

A method and system for interactively and progressively processing and determining customer satisfaction from data gathered within an online community comprises of a group of participants connected via a computer network such as the Internet. A customer satisfaction and experience processing system comprises a participant or user interface (“front interface”), a database, a search engine, a customer satisfaction processing algorithm, an intelligent optimizer, and an optional report generator. The front interface is accessible via the network, thereby allowing any participant to interactively share experiences with respct to listed items (i.e., products or services). The database stores identification information and data pertaining to the participants' satisfaction and experiences with particular items. The algorithm processes the input data and produces ranking scores for individual items. The intelligent optimizer analyzes a participant's individual profile to predict and / or recommend one or more of the items from those offered by many different providers, which are the items most likely to provide the participant with the highest level of satisfaction and the best customer experience. The report generator conducts marketing analysis and produces electronic reports for customers and item providers. The search engine permits retrieval of data from the database upon participants' input queries.

Context-based user behavior data is collected from a search mechanism. This data includes, for a given query, user feedback (implicit and explicit) on the query and context information on the query. A predictive pattern is applied to the context-based user behavior data in order to produce predicted user satisfaction data. Data mining techniques may be used to create and improve one or more predictive patterns. Predicted user satisfaction data can be used to monitor or improve search mechanism performance, via a display reporting the performance or identification of any queries with a shared characteristic and sub-par user satisfaction. A dynamically-improving search mechanism uses the predicted user satisfaction data to improve the performance of the search mechanism.

Series of processes and methods designed to seamlessly capture detailed transactional data from merchants' Point of Sale environments and generate final presentments of electronic receipts for both consumers and merchants, is accessible from their destination accounts, all in real time. Objectives are to: migrate all printed paper receipts to electronic forms; enable customer facing post-sales management capabilities; increase self serve; create new shopping and post-shopping experiences and satisfaction rates; significantly reduce administrative and storage requirements and costs, and provide more time for work productivity. Customers and merchants are able to create various reports and are able to directly submit them from their destination accounts for: expenditure accounting and tax purposes, payment processing, and for other company expenses. Further capabilities include creating: supplementary accounts; spend alerts; merchant driven targeted profile marketing initiatives, and business directory listings with mapping capabilities.

A process and method for collecting, validating, storing, scoring and presenting consumer satisfaction feedback on the delivery of goods and services sold to consumers by service providers. The feedback of consumers is collected by using electronic forms to capture consumer responses to questions on surveys. Consumer feedback is scored over at least three recent periods of time including the past twelve months, the past six months and past three months. The customer satisfaction scores are presented on a plurality of advertising medias.

A business intelligence and data management system is disclosed comprising a database for storing multi-dimensional business data from multiple online educational institutions; a usage tracking engine for recording within a user profile the time and duration of access to disparate system features. A reporting engine provides periodic and custom reports and a benchmarking engine facilitates comparison of internal institution data with aggregate data from multiple institutions, to compare student retention, course completion, student satisfaction, and student performance. The reporting engine provides reports on course retention rates, course evaluations, faculty evaluations, enrollment, student performance, and course run rates. The usage tracking engine, benchmarking engine, and reporting engine facilitate determination of best practices to improve student enrollment, student retention, course completion, student performance, and student satisfaction. A custom query engine facilitates freeform searches of business data and a data mining engine provides access to detailed data supporting the periodic reports.

The present invention provides a system that creates virtual events within a virtual world. A virtual event may be akin to a real event, but is completely computer generated within a computer-generated world and is based on statistical measures, either real world or created. Numerous characteristics about the competitors and the competition location parameters are available before a competition event. Based on the known parameters about the location of an event and the characteristics of the participants and their historical past performances in similar events enable bettors to make informed wagers on an event that greatly enhances the satisfaction and involvement in a competition event. As such, histories of virtual events are maintained on actual virtual performance data of competitors in the virtual world. The histories can include all relevant virtual data about a competitor and the past events the competitor competed. Individuals throughout the real-world may place wagers (e.g., bets) on the outcome of either a pari-mutuel event or a fixed odds event, utilizing either pari-mutuel, exchange wagering or fixed odds wagering systems. The virtual event may be any type of sport, or skill based game that is usually between competitors.

A customer interface device is programmed with one or more survey questions and information regarding the customer's satisfaction with a product or service provided at the location of such device. The customer interface device displays the question, the customer inputs his answer, and additional questions may be generated. The data is stored and periodically transmitted to a Base Control Unit such as a processor with modem or wireless components. The data is stored and periodically transmitted to a data analyzer such as a computer or server which analyzes the number of responses indicating customer satisfaction or dissatisfaction. If the number of one type of responses exceeds a specified threshold, then the business owner or service provider is notified immediately. If the number does not exceed the designated threshold, then the data analyzer manipulates the data for presentation, makes the data available to the subscribers and generates periodic user defined reports.

A system and method for comprehensive automated call center customer / agent interaction monitoring and service level agreement (SLA) compliance. The system reduces a massive volume of call center activity into readable data points and SLA metrics for measuring agent and overall call center performance levels. The system allows for the scaling up of the SLA compliance process, which is currently done manually by quality assurance personnel for a limited sample set. With the system, customer calls are computationally sampled for speaker diarization and voice isolation, speech emotion recognition, unique salient feature extraction, reference pattern template matching, and automatic speech recognition. The system is adaptively programmable for recognizing and predicting SLA metrics such as: customer satisfaction, issue resolution, appropriate agent greeting and identification, customer understanding, acknowledgment, abandonment, sales attempts, and customer retention, etc. Rating scores are assigned to SLA metrics by intelligent speech emotion pattern recognition and machine learning algorithm. The system provides for cost-effective SLA metrics and quality assurance at scale, with agent performance statistics, customer satisfaction data, and additional insights, via system generated reports and live activity streams.

The claimed subject matter can provide a mechanism that facilitates a new advertising ranking architecture in the Internet advertising space, e.g., for advertising on search engine web pages and / or on content web pages. A mechanism is provided to confirm transactions even without monitoring them e.g., and, once verified, the customer can rank the merchant based upon the customer's satisfaction with the merchant and / or the underlying transaction. The merchant ranking can be calculated in a variety of ways, and utilized to modify the pricing of an ad for that merchant, as well as which customers will be presented the ad, or even if the ad not be display (e.g., due to a low ranking). Merchants with high rankings can be attracted with incentives, improving the overall quality of the ads, which can attract more consumers.

A system and methodology is provided herein employing automated search, filtering, and automated document layout technologies conjoined with various delivery options to provide an end-to-end information push service. As such, it enables complete personalized custom report documents to be automatically created, thereby reducing cost in existing personalized document workflows, as well as enabling documents to be created that increase consumer satisfaction and knowledge worker productivity. One example deployment manifestation of the teachings provided yields a personal newspaper embodiment.

A system for developing and implementing empirically derived algorithms to generate decision rules to predict invalidity of subject reported data and fraud with research protocols in surveys allows for the identification of complex patterns of variables that detect or predict subject invalidity of subject reported data and fraud with the research protocol in the survey. The present invention may also be used to monitor invalidity of subject reported data within a research protocol to determine preferred actions to be performed. Optionally, the invention may provide a spectrum of invalidity, from minor invalidity needing only corrective feedback, to significant invalidity requiring subject removal from the survey. The algorithms and decision rules can also be domain-specific, such as detecting invalidity or fraud among subjects in a workplace satisfaction survey, or demographically specific, such as taking into account gender or age. The algorithms and decision rules may be optimized for the specific sample of subjects being studied.

A system and methodology is provided herein employing automated search, filtering, and automated document layout technologies conjoined with various delivery options to provide an end-to-end information push service. As such, it enables complete personalized custom report documents to be automatically created, thereby reducing cost in existing personalized document workflows, as well as enabling documents to be created that increase consumer satisfaction and knowledge worker productivity. The user satisfaction and productivity is enhanced by tracking the user's actual usage of the report document and feeding that usage back into the user profile. One example deployment manifestation of the teachings provided yields a personal newspaper embodiment which monitors the user usage and provides feedback of that usage to the system methodology thus dynamically altering any subsequently delivered custom report documents.

The invention provides an online car order allocation method and device, a server, a terminal and a readable storage medium. The online car order allocation method comprises the steps that location information sent by a driver terminal is received, wherein the location information comprises starting point location information and ending point location information; order details of at least one online car order matched with the location information are sent to the driver terminal; order receiving requests of the driver terminal on the online car orders are received; and whether the online car orders are allocated to the deriver terminal receiving the order receiving requests is determined according to preset rules. The technical scheme is beneficial for improving the transportation abilityof drivers; and when the quantity of orders is greater than the operation quantity of fast cars and special cards, operation pressure can be relieved, the order dealing quantity can be increased, andtherefore the passenger demand satisfaction rate is increased.

The subject invention relates generally to satisfaction metrics, their methods of administration, and computer programmable products loaded with the satisfaction metrics. The satisfaction metrics of the subject invention allow the participant to assess his or her satisfaction with general and specific attributes of any organization and to assign a relative value to the attribute relative to the other attributes. A weighted satisfaction score can be computed from the relative values and raw satisfaction scores of the general and specific attributes.

Problem to be solved: Whilst partaking in an electronic questionnaire survey, responses given by any one respondent are almost always emotional in their nature due to the survey format. As a result, in summarising the respondents answers statistically, it is not possible to truly measure how satisfied the respondent is with the subject(s) the survey has been designed to address. This can lead to a misinterpretation of the actual situation, which, for surveys such as customer satisfaction surveys or employee opinion surveys can have negative consequences for a company. Solution: By structuring the system and method of an electronic questionnaire survey in accordance with a strict set of guidelines, it is possible to measure a respondent's views on any subject matter both emotionally and rationally, together with the respondent's level of conviction. By comparing the emotional responses with the rational responses, a truly quantifiable and repeatable measure of respondent satisfaction towards the subject matter can be achieved.

A method and apparatus are provided for objectively grading a performance of a contact center based upon input from a plurality of customers of the contact center. The method includes the steps of receiving a consumer importance rating and a consumer satisfaction rating on the performance of the contact center from a multiplicity of customers of the plurality of customers of the contact center for each entry within a set of categories including empathy and advocacy, efficiency and automation, determining a maximum point score for each entry of the set of categories based upon a relative value of the importance ratings provided by the plurality of customers and assigning a point score to each entry of the set of categories based upon the maximum point score for the entry and the satisfaction ratings of the plurality of customers for the category.

A computer-implemented system for creating a classification significance pattern for end users, and enabling end users to use their classification significance pattern to conduct custom searches for target information, such as information about products, services, and jobs, as well as enabling third parties, such as vendors and potential employers, to target their advertisements to groups of users meeting a certain classification. A classification significance pattern is created by having a user take a psychological test, for example, that includes a personality test, a design taste test, a recreation / travel test, a life satisfaction test, an interactive game module, or a career / job test, and having the system automatically score such test and classifying the user based on a defined abstract classification.

Customers buy a variety of equipments and gadgets from multiple vendors and interact with manufacturers through contact centers to get their questions on the bought products answered. The market opportunities and competitiveness are forcing manufacturers to be accommodative and innovative in providing post-sale support. An essential aspect of this market dynamics is customer churn and the manufactures are required to ensure that product loyalty and brand loyalty of the customers are high. While Customer Relationship Management (CRM) has been playing an all important role of monitoring and managing customer relationships, it is necessary to augment CRM with more specific enhancements. The need is to have an integrated, practical, and realizable approach that focuses on measuring customer satisfaction index based on multiple interactions of customers with manufacturers. A system and method for tracking customer satisfaction index involves tracking of the intentional states of customers and assessing them just in time to help improve the satisfaction index.

The invention discloses a high-voltage business expansion overall process management and control system of power marketing, and relates to a management and control system. Business expansion management work is one of the traditional core businesses of a power supply enterprise, the work developing and finishing situation of the business expansion management work directly affects the brand image and the client service level of the power supply enterprise, and a situation that the business expansion management work is manually carried out can not meet development requirements along with the increase of data. The high-voltage business expansion overall process management and control system comprises a workbench function application module, a project plan management module, a project execution management module, a project tracking management module, a mobile terminal synergy APP (Application) module and a project analysis management module. The technical scheme is cooperated with a management responsibility to develop a business expansion multi-department united cooperative flow and establish a projectized plan management mechanism, a traditional business expansion mode is optimized and improved to develop the overall process management and control of each link of the high-voltage business expansion and realize milestone node management so as to shorten the power connection time of a client, improve the volume completion rate of the high-voltage business expansion and the client review satisfaction rate of the high-voltage business expansion.

One embodiment of the present method and apparatus for determining client-perceived server response time enables a user to accurately measure client-perceived server response time in the presence of packet loss. In one embodiment, the inventive method includes capturing a copy of a first packet traversing a computing network between a client and a server and modifying a server-measured transaction start time to account for a number of packets captured and inferred prior to capturing the first packet. Modifying the server-measured response time in this manner enables the server-measured response time to more accurately reflect the client-perceived server response time, thereby allowing for more accurate assessment of service level agreements, client satisfaction, provisioning and the like.

A Dissatisfaction Alert and Management System and process for monitoring, Alerting and managing in real time negative Customer Experience's in retail and retail service environments. A system which Alerts clients in real time to poorly scoring pre-defined performance parameters flagged as important to a positive Customer Experience and Satisfaction with the pre defined programmatic preferred resolution strategy via e-mail. The system may be deployed singularly or throughout the enterprise and comprises an in situ Point of Experience (POE) appliance (referred to as a user process), a set of remote system processes existing with appropriate framework established to facilitate the real-time distribution of queries to one or more user processes independently and allow for the collection and analysis of their responses in real-time. A persistent means of storing all collected responses and the support framework which allows for automated or user-driven detailed Alert analysis and Alert report generation at any time, a persistent means of storing all queries and the required framework to facilitate their distribution to user processes, a method of monitoring query responses in real-time and issuing Alerts in real-time based on predefined parameters.

A method for improving the quality of healthcare, efficiency, and patient satisfaction procedures is provided. The method includes conducting at least a first survey of patients regarding care provided before, during, and after a procedure, wherein the survey focuses on benchmarks identified as being relevant to quality of care. The method further includes entering the results of the first survey into a database configured to store the results, reviewing the results of the first survey to determine the quality of care provided during the procedure, identifying incidences of poor quality of care, and comparing the results of the first survey with results of surveys taken from other patients to recognize patterns of poor quality of care. The method further includes addressing the incidences of poor quality of care by developing methods to address the recognized incidences of poor quality of care.

A method of utilizing and inventorying variable attributes for rooms associated with Hotels and other similar services. A database comprising multiple data sets is compiled, where the data sets available may comprise any of the following: room availability; room attributes; attribute weight; and Guest weight. The attribute weight reflects the perceived value of the attributes for a particular room. The Guest weight reflects the perceived value of the Guest as a continued business relationship. The data sets are combined, with the information comprising an inventory of data that is similar to available assets. When a room is requested with certain attributes, higher weighted Guests will be given rooms with a higher weight, and lower weighted guests are matched with rooms having a lower attribute weight. The system can continuously shuffle all rooms, prior to the Guest actually checking in, so as to maximize Guest satisfaction and revenue to the Hotel.

A system for at least a partial underwriting of insurance policies is described. Various rules are created, along with a degree of satisfaction for each rule. Rules may be directed toward various insurance underwriting components (e.g., cholesterol levels, blood pressure, etc.). Based on the degree of satisfaction for each rule, a component may be assigned to a category. Based on the category for each component, the insurance application may be assigned an underwriting category.

Whilst partaking in a traditional electronic questionnaire survey, responses given by any one respondent are almost always influenced by that person's emotional state due to the survey format. This emotional content skews the results thus obtained making them inaccurate, so that statistical methods become necessary to interpret the results. Such a statistical analyses requires not only a minimum sample size but also to be interpreted, which can also lead to false, non repeatable results. However, by structuring the system and method of the electronic questionnaire survey in accordance with a strict set of guidelines, it is possible to measure a respondent's views on any subject matter both emotionally and rationally, together with the respondent's level of conviction. By comparing the emotional responses with the rational responses, a truly quantifiable and repeatable measure of respondent satisfaction towards the subject matter can be achieved, which also allows benchmarking as an added benefit.

The present invention provides a system that creates virtual events within a virtual world. A virtual event may be akin to a real event, but is completely computer generated within a computer-generated world and is based on statistical measures, either real world or created. Numerous characteristics about the competitors and the competition location parameters are available before a competition event. Based on the known parameters about the location of an event and the characteristics of the participants and their historical past performances in similar events enable bettors to make informed wagers on an event that greatly enhances the satisfaction and involvement in a competition event. As such, Histories of virtual events are maintained on actual virtual performance data of competitors in the virtual world. The histories can include all relevant virtual data about a competitor and the past events the competitor competed. Individuals throughout the real-world may place wagers (e.g., bets) on the outcome of either a pari-mutuel event or a fixed odds event, utilizing either pari-mutuel, exchange wagering or fixed odds wagering systems. The virtual event may be any type of sport, or skill based game that is usually between competitors.

The present invention improves a system capacity and satisfaction rate with a quality of service in packet communications performed through a radio link established between a transmitting station and a receiving station by dynamically limiting transmission power of packets in the transmitting station and keeping an increase of an interference level in the receiving station, which belongs to another cell, within a TPC margin. The present invention includes a resource allocator 115 configured to set transmission power of packets in a next step period, by use of transmission power of packets in a preceding step period (slot) and an interference level of the receiving station.

The invention discloses a manpower and AI combined intelligent customer service system. The system is realized through the following steps of: carrying out user consultation; carrying out semantic analysis by utilizing big data and artificial intelligence and combining a natural language technology; searching a question-answer knowledge base and returning an approximate answer list for customer selection; after the user selects a specific answer, returning detailed description of the answer by the intelligent customer service system; and marking, by the user, that the answer is useless, and turning to manpower to carry out processing by customer service personnel. According to the manpower and AI combined intelligent customer service system, certain common consultation problems of users can be rapidly solved, certain non-common problems can be processed through a manpower manner, semantic analysis can be provided, the answer rates and satisfaction rates of the intelligent can be tracked, the working pressure of customer service personnel can be lightened, and the reply correctness can rise continuously.