Satisfaction level collection system and satisfaction level collection server

Abstract

To provide a satisfaction level collection system capable of collecting a user satisfaction level of a work machine at an appropriate timing.SOLUTION: A satisfaction level collection system comprises a satisfaction level collection server which collects a user satisfaction level of a work machine. The satisfaction level collection server repeatedly acquires vehicle body information indicative of the condition of the vehicle body detected by a status detection sensor from the work machine at predetermined time intervals. When it consecutively acquires vehicle body information indicative of an abnormal condition of the vehicle body K times (where K is an integer of 2 or more) from the same work machine, the server issues a questionnaire related to the vehicle body condition indicated by the vehicle body information to the user of the work machine.SELECTED DRAWING: Figure 6

Description

[Technical Field]

[0001] The present invention relates to a satisfaction level collection system and a satisfaction level collection server. [Background technology]

[0002] Conventionally, there have been known work machines that detect abnormalities in the vehicle body (for example, deterioration of hydraulic oil or filter) and notify a server of the detected abnormality. In addition, the server installation company (for example, the work machine manufacturer) dispatches a service technician to the work site of the work machine where the abnormality occurred, to perform a service to resolve the abnormality in the vehicle body.

[0003] Regular service by regular service personnel is extremely important in extending the life of a work machine. Therefore, in order to encourage continued use of regular service, a system for collecting user satisfaction with regular service is required, as disclosed in Patent Documents 1 and 2, for example. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Application Laid-Open No. 2003-167971 [Patent Document 2] Japanese Patent Application Publication No. 2018-005665 Summary of the Invention [Problem to be solved by the invention]

[0005] However, it is difficult to say that systems such as those described in Patent Documents 1 and 2 are widely recognized in industries that use work machines. For this reason, it is difficult to appropriately collect information on the satisfaction of work machine users simply by issuing a questionnaire at a uniform time.

[0006] The present invention has been made in view of the above-mentioned circumstances, and its object is to provide a satisfaction level collection system that can collect the satisfaction levels of users of work machines at appropriate times. [Means for solving the problem]

[0007] In order to achieve the above object, the present invention provides a satisfaction collection system including a satisfaction collection server that collects satisfaction levels of users of work machines, wherein the satisfaction collection server repeatedly acquires vehicle body information indicating the state of the vehicle body detected by a state detection sensor from the work machine at predetermined time intervals, and when the vehicle body information indicating an abnormality in the vehicle body is acquired K (K is an integer of 2 or more) times consecutively from the same work machine, the satisfaction collection server issues a questionnaire regarding the state of the vehicle body indicated by the vehicle body information to the user of the work machine. [Effects of the Invention]

[0008] According to the present invention, it is possible to obtain a satisfaction level collection system that can collect the satisfaction level of users of work machines at an appropriate time. Note that problems, configurations, and effects other than those described above will become clear from the description of the following embodiments. [Brief explanation of the drawings]

[0009] [Figure 1] FIG. 1 is a conceptual diagram of a satisfaction level collection system. [Figure 2] FIG. 2 is a hardware configuration diagram of the work machine. [Figure 3] FIG. 2 is a hardware configuration diagram of a satisfaction level collection server. [Figure 4] 10A and 10B are diagrams illustrating the data structures of a daily report DB, a service DB, and a survey DB. [Figure 5] 10 is a flowchart of a daily report collection process. [Figure 6] 10 is a flowchart of a questionnaire issuing process. [Figure 7] This is an overview of the questions included in the questionnaire. [Figure 8] 10 is an example of a survey screen. [Figure 9] 10 is a flowchart of a questionnaire generation process. [Figure 10] FIG. 10 is a diagram showing an example in which the number and order of questions in a new questionnaire are adjusted based on the response results of a past questionnaire. DETAILED DESCRIPTION OF THE INVENTION

[0010] [Overview of Satisfaction Collection System 100] FIG. 1 is a conceptual diagram of a satisfaction level collection system 100. The satisfaction level collection system 100 is a system that collects satisfaction levels from users of multiple work machines 1, 2, and 3. The satisfaction level collection system 100, for example, includes at least a satisfaction level collection server 4. In addition to the satisfaction level collection server 4, the satisfaction level collection system 100 may further include multiple work machines 1, 2, and 3 and a user terminal 5. The number of work machines 1 to 3 is not limited to three. The user terminal 5 may be common to the work machines 1 to 3, or there may be multiple user terminals 5 associated with each of the work machines 1 to 3.

[0011] [Configuration of work machines 1 to 3] The work machines 1 to 3 according to this embodiment are hydraulic excavators. However, specific examples of the work machines 1 to 3 are not limited to hydraulic excavators, and any work machine such as a dump truck, wheel loader, or crane is applicable. Each of the work machines 1 to 3 is assigned an identifier (hereinafter referred to as a "machine identifier") that uniquely identifies it. In this specification, work machine 1 is identified by machine identifier "001", work machine 2 by machine identifier "002", and work machine 3 by machine identifier "003". The configuration of work machine 1 will be explained below, but work machines 2 and 3 also have the same configuration.

[0012] Figure 2 is a hardware configuration diagram of the work machine 1. As shown in Figure 2, the work machine 1 is equipped with a controller 10, a status detection sensor 13, a display 14, and a communication interface (hereinafter referred to as "communication I / F") 15.

[0013] The controller 10 includes a CPU (Central Processing Unit) 11 and a memory 12. The memory 12 is configured, for example, with a ROM (Read Only Memory), a RAM (Random Access Memory), an HDD (Hard Disk Drive), or a combination of these. The controller 10 realizes the processes described below by having the CPU 11 read and execute program code stored in the ROM or HDD. The RAM is used as a work area when the CPU 11 executes the program.

[0014] However, the specific configuration of the controller 10 is not limited to this, and may be realized by hardware such as an ASIC (Application Specific Integrated Circuit) or an FPGA (Field-Programmable Gate Array).

[0015] The status detection sensor 13 is a sensor for detecting the status of the body of the work machine 1. The status detection sensor 13 detects the status of the work machine 1 and outputs a status signal indicating the detected status to the controller 10. As one example, the status detection sensor 13 may be a sensor that detects the kinematic viscosity of hydraulic oil for operating a hydraulic actuator. As another example, the status detection sensor 13 may be a sensor that detects the temperature of engine exhaust gas. As yet another example, the status detection sensor 13 may be a sensor that detects the degree of clogging of a filter that filters fuel or hydraulic oil.

[0016] The display 14 is an example of an alarm device installed in the cab of the work machine 1. Other examples of the alarm device include a speaker and a warning light. The communication I / F 15 is a communication interface that transmits and receives data to and from an external device (for example, the satisfaction level collection server 4) via a communication network (for example, the Internet, a mobile communication system, or Wi-Fi (registered trademark)).

[0017] [Configuration of Satisfaction Collection Server 4] Fig. 3 is a hardware configuration diagram of the satisfaction level collection server 4. The satisfaction level collection server 4 is realized by, for example, a general-purpose computer such as a workstation or a personal computer. As shown in Fig. 3, the satisfaction level collection server 4 mainly includes a CPU 21, a memory 22, a storage 23, an input device 24, a display 25, and a communication I / F 26. The components of the satisfaction level collection server 4 are connected to a communication bus 27.

[0018] The CPU 21 performs the processing described below by executing a series of instructions included in the collection program 28 loaded into the memory 22. The memory 22 is realized, for example, as a RAM or other volatile memory. The storage 23 is realized, for example, as a ROM, a hard disk drive, a flash memory, or other non-volatile storage device. The collection program 28 is stored in the storage 23, and is loaded into the memory 22 as needed and executed by the CPU 21.

[0019] The input device 24 is an input interface, such as a keyboard or pointing device, that accepts input operations from the administrator of the satisfaction level collection server 4. The display 25 is an output interface that outputs (displays) information to the administrator of the satisfaction level collection server 4. The communication I / F 26 is a communication interface that transmits and receives data to and from external devices (e.g., work machines 1 to 3, user terminal 5) via a communication network.

[0020] [Database data structure] 1 and 3, the satisfaction level collection server 4 includes a daily report database (hereinafter referred to as "daily report DB") 29, a service database (hereinafter referred to as "service DB") 30, and a questionnaire database (hereinafter referred to as "questionnaire DB") 31. The daily report DB 29, the service DB 30, and the questionnaire DB 31 are stored in the storage 23. The daily report DB 29, the service DB 30, and the questionnaire DB 31 can be realized in the form of, for example, a relational database, a spreadsheet, a CSV, or a text.

[0021] Fig. 4 is a diagram showing the data structures of the daily report DB 29, the service DB 30, and the survey DB 31. Note that Fig. 4 shows only records including the device identifier "001", but records including the device identifiers "001", "002", and "003", respectively, can be registered in each DB (29 to 31).

[0022] As shown in Fig. 4(A), the daily report DB 29 includes one or more daily report records. In each daily report record, a machine identifier that identifies the work machine 1 that sent the daily report, a report date indicating the date the daily report was sent, and vehicle body information that indicates the vehicle condition of the work machine 1 identified by the machine identifier are associated. The satisfaction level collection server 4 registers the daily reports acquired from each of the work machines 1 to 3 in the daily report DB 29 as daily report records.

[0023] 4(B), the service DB 30 includes one or more service records. Each service record associates a machine identifier that identifies the work machine 1, a service date that is the date on which the authorized service was performed by an authorized service technician, and service information that indicates the details of the authorized service performed by the authorized service technician. The satisfaction level collection server 4 registers the service information obtained from a terminal carried by the authorized service technician who performed the authorized service in the service DB 30 as a service record.

[0024] In this specification, "service" refers to, for example, work to resolve an abnormality in the body of the work machine 1 (for example, changing hydraulic oil or replacing filters). Furthermore, of the above services, work performed by a regular service person who has received notification from the satisfaction level collection server 4 is an "regular service," and service performed by a non-regular service person (including the user himself / herself) other than a regular service person is an "non-regular service."

[0025] 4(C), the questionnaire DB 31 includes one or more questionnaire records. Each questionnaire record associates a machine identifier that identifies the work machine 1, an issue date that is the date on which the questionnaire regarding the condition of the body of the work machine 1 was issued, a response date that is the date on which the user responded to the questionnaire, and response information that indicates the user's response to the questionnaire. The satisfaction level collection server 4 registers the response results to the questionnaire acquired from the user terminal 5 in the questionnaire DB 31 as a questionnaire record.

[0026] [Configuration of user terminal 5] The user terminal 5 is a terminal carried by the user of the work machines 1 to 3. The user terminal 5 is realized as, for example, a tablet terminal, a smartphone, a feature phone, a laptop computer, a desktop computer, etc. The configuration of the user terminal 5 is well known, so a detailed description will be omitted.

[0027] [Daily report collection processing] 5 is a flowchart of the daily report collection process. The daily report collection process is a process for collecting daily reports (vehicle information) from each of the work machines 1 to 3. Below, the process between the work machine 1 and the satisfaction level collection server 4 will be explained, but similar processes are also executed between the work machines 2 and 3 and the satisfaction level collection server 4.

[0028] The controller 10 of the work machine 1 operates in accordance with the operation of an operator in the cab. Furthermore, while the work machine 1 is operating, the controller 10 detects an abnormality in the vehicle body based on a status signal output from the status detection sensor 13 (S11). If the status detection sensor 13 detects an abnormality in the vehicle body (S11: Yes), the controller 10 notifies the abnormality in the vehicle body via the display 14 (hereinafter referred to as a "vehicle body alarm") (S12).

[0029] As one example, the controller 10 may notify, via the display 14, that it is time to replace the hydraulic oil (hydraulic oil alarm) when the kinematic viscosity of the hydraulic oil exceeds a predetermined value. As another example, the controller 10 may notify, via the display 14, that it is time to replace the exhaust gas filter (exhaust gas alarm) when the temperature of the engine exhaust gas exceeds a predetermined value. As yet another example, the controller 10 may notify, via the display 14, that it is time to replace the filter (filter alarm) when the degree of clogging of a filter that filters fuel or hydraulic oil exceeds a predetermined value.

[0030] Next, the controller 10 repeatedly executes the processes of steps S11 to S12 until a predetermined daily report time arrives (S13: No). The daily report time is set, for example, immediately before the end of work for the day. However, the timing of transmitting the daily report is not limited to once a day, but may be at a predetermined time interval (for example, once every three hours). Furthermore, the period from the previous daily report time to the current daily report time (for example, one day) is referred to as the daily report period.

[0031] Next, when the daily report time arrives (S13: Yes), the controller 10 transmits the daily report to the satisfaction level collection server 4 through the communication I / F 15 (S14). The daily report includes, for example, the vehicle identifier “001”, the report date of the daily report, and vehicle information.

[0032] As one example, the vehicle body information included in the daily report may be the vehicle body alarm output in step S12. Furthermore, if no vehicle body alarm is output during the daily report period, the daily report may include the vehicle body information "no alarm." As another example, the vehicle body information included in the daily report may be the detection result of the condition detection sensor 13 detected in step S11. A vehicle body alarm (or a detection result exceeding a predetermined value) is one example of vehicle body information indicating an abnormality in the vehicle body.

[0033] Next, the satisfaction level collection server 4 registers the daily report received from the work machine 1 via the communication I / F 26 as a daily report record in the daily report DB 29 (S15). That is, the satisfaction level collection server 4 repeatedly acquires daily reports from the work machine 1 at predetermined time intervals (for example, one-day intervals).

[0034] Next, if the vehicle information included in the daily report indicates an abnormality in the vehicle (S16: Yes), the satisfaction level collection server 4 notifies the authorized service person that authorized service will be performed to resolve the abnormality (S17). The notification in step S17 may be sent to a terminal carried by the authorized service person, for example. On the other hand, if the vehicle information included in the daily report does not indicate an abnormality in the vehicle (S16: No), the satisfaction level collection server 4 skips the processing of step S17.

[0035] The notification in step S17 includes, for example, the machine identifier and vehicle information of the daily report record. The authorized service technician who received the notification from the satisfaction level collection server 4 inquires of the user of the work machine 1 identified by the machine identifier whether or not authorized service is required to resolve the abnormality in the vehicle indicated by the vehicle information. If the authorized service technician receives a response that authorized service is required, the authorized service technician then travels to the work site of the work machine 1 and performs authorized service.

[0036] Furthermore, after performing authorized service on the work machine 1, the authorized service technician uploads service information (for example, "hydraulic oil change") to the satisfaction level collection server 4 via the terminal that the authorized service technician owns. Furthermore, when the satisfaction level collection server 4 receives service information from the terminal that the authorized service technician owns, it registers a service record that includes the service information in the service DB 30.

[0037] For example, as shown in FIG. 4(A), assume that there was no vehicle abnormality in the work machine 1 as of report date "2024 / 03 / 04", but that a vehicle abnormality (hydraulic oil alarm) occurred on report date "2024 / 03 / 05". Then, as shown in FIG. 4(B), a qualified service technician performed a qualified service (hydraulic oil change) before the daily report time on service date "2024 / 03 / 07", and the vehicle information for report date "2024 / 03 / 07" again reverts to "no alarm". Vehicle information that does not indicate a vehicle abnormality (i.e., vehicle information for report date "2024 / 03 / 07"), which was registered immediately after vehicle information that indicates a vehicle abnormality (i.e., vehicle information for report date "2024 / 03 / 06"), is an example of vehicle information that indicates that the vehicle abnormality has been resolved.

[0038] However, service to resolve an abnormality in the body of the work machine 1 can be performed by someone other than a regular service technician. For example, there is a possibility that the user of the work machine 1 will independently purchase inexpensive hydraulic oil and perform the replacement work themselves. Therefore, even if body information indicating that the abnormality in the body has been resolved (daily report record with report date "2024 / 03 / 07") is acquired, service information indicating that work to resolve the abnormality has been performed (service record with service date "2024 / 03 / 07") may not be registered in the service DB 30.

[0039] [Survey issuing process] Fig. 6 is a flowchart of the questionnaire issuing process. The questionnaire issuing process is a process for determining the timing of issuing a questionnaire to each user of work machines 1 to 3 (in other words, whether or not to issue a questionnaire). The questionnaire issuing process is executed, for example, at predetermined time intervals longer than the daily report period (for example, once every three months, once every six months, etc.). Below, the process for determining whether or not to issue a questionnaire to the user of work machine 1 will be described, but the process is also carried out in the same way for users of work machines 2 and 3.

[0040] First, the satisfaction level collection server 4 determines whether the abnormality of the work machine 1 has been resolved based on the latest daily report record including the machine identifier "001" (S21). As one example, if the execution date of the questionnaire issuance process is 2024 / 03 / 06, the satisfaction level collection server 4 determines that the abnormality of the work machine 1 has not been resolved (S21: No). As another example, if the execution date of the questionnaire issuance process is 2024 / 03 / 07, the satisfaction level collection server 4 determines that the abnormality of the work machine 1 has been resolved (S21: Yes).

[0041] Next, if it is determined that the abnormality of the work machine 1 has not been resolved (S21: No), the satisfaction level collection server 4 determines whether or not vehicle body information indicating an abnormality in the vehicle body has been acquired K times consecutively from the same work machine 1 (S22), where K is an integer equal to or greater than 2.

[0042] Furthermore, "vehicle body information indicating a vehicle body abnormality has been acquired K times in succession from the same work machine 1" refers to, for example, that there are K consecutive daily report records containing a vehicle body alarm when tracing back from the most recent daily report record in the daily report DB 29. This situation occurs, for example, when a vehicle body alarm has been displayed on the display 14 of the work machine 1 for K consecutive days, but the user of the work machine 1 has not carried out work to resolve the abnormality (i.e., continues to ignore the vehicle body alarm).

[0043] Then, when vehicle body information indicating a vehicle body abnormality has been acquired K consecutive times from the same work machine 1 (S22: Yes), the satisfaction level collection server 4 executes a questionnaire generation process (S25) and issues the questionnaire generated in the questionnaire generation process to the user of the work machine 1 (S26). The satisfaction level collection server 4 may, for example, send questionnaire information indicating the generated questionnaire to the user terminal 5 via the communication I / F 26. On the other hand, when vehicle body information indicating a vehicle body abnormality has not been acquired K consecutive times from the same work machine 1 (S22: No), the satisfaction level collection server 4 does not issue a questionnaire to the user of the work machine 1.

[0044] Furthermore, when it is determined that the abnormality of the work machine 1 has been resolved (S21: Yes), the satisfaction level collection server 4 determines whether or not a regular service technician has performed regular service to resolve the abnormality (S23). That is, the satisfaction level collection server 4 may determine whether or not a service record with the service date "2024 / 03 / 07" is registered in the service DB 30.

[0045] Then, when the satisfaction level collection server 4 determines that the service record is not registered in the service DB 30 (i.e., a regular service person has not performed regular service) (S23: No), it skips the processing of step S24 and executes the processing of steps S25-S26. Such a situation occurs when the abnormality of the work machine 1 is resolved even though a regular service person has not performed regular service (i.e., a non-regular service person has performed non-regular service).

[0046] Furthermore, when the satisfaction level collection server 4 determines that the service record is registered in the service DB 30 (i.e., that a regular service technician has performed regular service) (S23: Yes), it determines whether or not the number of times regular service has been performed on the work machine 1 has reached L since the most recent questionnaire was issued to the user of the work machine 1 (i.e., 2023 / 08 / 20) (S24). The satisfaction level collection server 4 may determine whether or not the number of service records registered after the most recent questionnaire was issued has reached L. Here, L is an integer greater than or equal to 2.

[0047] Then, when the satisfaction level collection server 4 determines that the number of times that regular service has been provided since the most recent questionnaire was issued has reached L (S24: Yes), it executes the processing of steps S25-S26. This situation occurs when the user of the work machine 1 continues to use regular service from a regular service technician. On the other hand, when the satisfaction level collection server 4 determines that the number of times that regular service has been provided since the most recent questionnaire was issued is less than L (S24: No), it does not issue a questionnaire to the user of the work machine 1.

[0048] [Survey details] FIG. 7 shows an overview of the questions included in the questionnaire. As shown in FIG. 7, the questionnaire includes multiple questions (10 in this embodiment). The questions included in the questionnaire are categorized into major items (questions No. 1, 5, and 8) and minor items (questions No. 2-4, 6-7, and 9-10). Major items are questions for collecting overall satisfaction with specific items (e.g., alarms, replacement parts, and services). Minor items are questions related to the major items. Minor items are questions for collecting satisfaction with the details of the related major items.

[0049] FIG. 8 is an example of a questionnaire screen. When the user terminal 5 receives the questionnaire issued by the satisfaction level collection server 4, it displays the questionnaire screen shown in FIG. 8 on its display. FIG. 8 is a screen for inputting answers to the main items of the questionnaire. For each question (main item), the questionnaire screen includes radio buttons for accepting input of the degree of satisfaction, a text box (free comment field) for accepting free input of opinions, and a [Answer more] icon. The questionnaire screen also includes a [Register] icon for completing the questionnaire response and sending it to the satisfaction level collection server 4.

[0050] Each question in the questionnaire requires a satisfaction level to be answered on an M-level scale, where M is an integer equal to or greater than 3, and is 5 in this embodiment. On the questionnaire screen, satisfaction levels are measured with the center of the M-level scale as the standard (neither satisfied nor unsatisfied), with the levels to the right of the center being higher (higher ratings) and the levels to the left of the center being lower (lower ratings). The [Answer more] icon is an icon for displaying questionnaire screens for sub-items related to the relevant major item.

[0051] The user of the work machine 1 can answer (input satisfaction level) some or all of the multiple questions in the questionnaire issued by the satisfaction level collection server 4. The user of the work machine 1 can also enter opinions, requests, complaints, etc. in response to each question as character strings in a comment field. When the [Register] icon is selected, the user terminal 5 transmits answer information indicating the answer results to the questionnaire to the satisfaction level collection server 4.

[0052] The response information includes, for example, the question numbers of answered questions, the response results (inputted satisfaction levels), and comments. On the other hand, the response information does not include the response results of unanswered questions (for example, "major item 2" in FIG. 9, when the [Answer more] icon is not selected and the minor items remain unanswered). The response information may also include the machine identifier "001" of the work machine 1, the date the questionnaire was issued, and the date the questionnaire was answered (the date the [Register] icon was selected).

[0053] The satisfaction level collection server 4 registers the response information received from the user terminal 5 via the communication I / F 26 as a survey record in the survey DB 31. The satisfaction level collection server 4 may also output the response information received from the user terminal 5 (for example, display it on the display 25 or print it on a paper medium), or may aggregate and analyze multiple pieces of response information.

[0054] [Survey generation process] Fig. 9 is a flowchart of the questionnaire generation process. Fig. 10 is a diagram showing an example in which the number and order of questions in a new questionnaire are adjusted based on the response results of past questionnaires. The questionnaire generation process is a process in which the number and order of questions in a newly issued questionnaire are adjusted based on the response results of users to past questionnaires.

[0055] First, the satisfaction level collection server 4 estimates the user's willingness to answer questionnaires based on the results of responses to past questionnaires (S31). As one example, the satisfaction level collection server 4 may estimate that the user is willing to answer if a comment is written in the comment field of a past questionnaire. As another example, the satisfaction level collection server 4 may estimate that the user is willing to answer if the response period for a past questionnaire (the period from the issue date of the questionnaire record to the response date) is less than a threshold period. As yet another example, the satisfaction level collection server 4 may estimate that the user is willing to answer if the number of responses to questions in a past questionnaire is equal to or greater than a threshold number.

[0056] Next, if the satisfaction level collection server 4 estimates that the user of the work machine 1 is willing to respond (S31: Yes), it includes both the main items (question Nos. 1, 5, 8) and the sub-items (question Nos. 2-4, 6-7, 9-10) in the newly issued questionnaire (S32). On the other hand, if the satisfaction level collection server 4 estimates that the user of the work machine 1 is not willing to respond (S31: No), it includes only the main items (question Nos. 1, 5, 8) in the newly issued questionnaire (S33).

[0057] Next, the satisfaction level collection server 4 rearranges the order of the questions in the newly issued questionnaire based on the answers to each of the questions in the past questionnaire (S34). For example, as shown in Fig. 10, the satisfaction level collection server 4 arranges questions (major item 1, minor item 1-2, minor item 1-3) that are farther from the center of the M-level satisfaction scale in the answers to the past questionnaire higher in the newly issued questionnaire. On the other hand, the satisfaction level collection server 4 arranges questions (minor item 1-1, major item 3, minor item 3-1) that are closer to the center of the M-level satisfaction scale in the answers to the past questionnaire lower in the newly issued questionnaire. However, the relationship between the major items and minor items is maintained.

[0058] Next, the satisfaction level collection server 4 adjusts the number of questions in the newly issued survey based on the number of responses to questions in past surveys (S35). That is, the greater the number of responses to questions in past surveys, the greater the number of questions in the newly issued survey. As one example, the satisfaction level collection server 4 may add a predetermined value (e.g., 1) to the number of responses to questions in past surveys and set the number of questions in the newly issued survey to be the number of responses to questions in past surveys. As another example, the satisfaction level collection server 4 may calculate the standard deviation σ of the number of responses to multiple past surveys, and set the number of questions in the newly issued survey to be the number of responses to the most recent survey plus σ.

[0059] Then, the satisfaction level collection server 4 extracts the number of questions determined in step S35 from the top of the order determined in step S34 from all questions that can be included in the questionnaire, and generates the questionnaire.

[0060] [Effects of this embodiment] According to the above embodiment, when a body alarm is received K times in succession from the same work machine 1, a questionnaire is issued to the user of that work machine 1. This makes it possible to collect current satisfaction levels, requests, dissatisfaction, etc. from users who are ignoring body alarm notifications.

[0061] Furthermore, according to the above embodiment, a questionnaire is issued to users who have resolved an abnormality in the work machine 1 without using the legitimate service. This makes it possible to collect satisfaction, requests, complaints, and the like from users who are likely to be dissatisfied with the legitimate service.

[0062] Furthermore, according to the above embodiment, a questionnaire is issued to users who have used the legitimate service L times since the last questionnaire, thereby making it possible to collect information on user satisfaction, requests, dissatisfaction, etc. with respect to the legitimate service.

[0063] Furthermore, according to the above embodiment, the order of questions in a newly issued questionnaire can be rearranged based on the response results of past questionnaires, thereby increasing the likelihood of obtaining useful answers. More specifically, it becomes easier to obtain answers to questions with high or low ratings (i.e., questions for which a positive response was expressed), which allows for appropriate feedback to the legitimate service.

[0064] Furthermore, according to the above embodiment, by adjusting the number of questions in a new questionnaire based on the number of responses to previous questionnaires, it is possible to create a questionnaire that is in line with the user's willingness to respond, thereby making it possible to collect user satisfaction without imposing an excessive burden on the user.

[0065] Furthermore, according to the above embodiment, by changing the content of the questionnaire (combination of major and minor items) depending on the user's willingness to answer the questionnaire, it is possible to collect user satisfaction without imposing an excessive burden on the user.

[0066] [Other variations] The division of roles among the work machines 1 to 3, satisfaction level collection server 4, and user terminal 5 is not limited to the example described above. Some or all of the means implemented by the collection program 28 can also be implemented by hardware such as an integrated circuit. Furthermore, the collection program 28 may be provided by being recorded on a non-transitory recording medium that can be read by a computer. Examples of recording media include hard disks, SD cards, DVDs, and servers on the Internet.

[0067] The above-described embodiments are merely illustrative examples of the present invention, and are not intended to limit the scope of the present invention to these embodiments. Those skilled in the art can implement the present invention in various other forms without departing from the spirit of the present invention. [Explanation of symbols]

[0068] 1-3: Work machines 4: Satisfaction collection server 5: User terminal 10: Controller 11,21: CPU 12,22: Memory 13: Status detection sensor 14,25: Display 15,26: Communication I / F 23: Storage 24: Input device 27: Communication bus 28: Collection Program 29:Daily report DB 30: Service DB 31: Survey DB 100: Satisfaction Collection System

Claims

1. A satisfaction level collection system including a satisfaction level collection server that collects satisfaction levels of users of work machines, The satisfaction level collection server repeatedly acquiring vehicle body information indicating the vehicle body state detected by a state detection sensor from the work machine at predetermined time intervals; A satisfaction collection system characterized in that, when vehicle body information indicating an abnormality in the vehicle body is obtained K (K is an integer of 2 or more) times consecutively from the same work machine, a questionnaire regarding the condition of the vehicle body indicated by the vehicle body information is issued to the user of the work machine.

2. 2. The satisfaction level collection system according to claim 1, The satisfaction level collection server When the vehicle body information indicating that the vehicle body abnormality has been resolved is acquired from the work machine, it is determined whether or not a regular service to resolve the vehicle body abnormality has been performed on the work machine; A satisfaction level collection system characterized in that, when it is determined that the legitimate service is not being provided, the questionnaire is issued to the user of the work machine.

3. 3. The satisfaction level collection system according to claim 2, The satisfaction level collection server A satisfaction collection system characterized by issuing the questionnaire to a user of the work machine when it is determined that the regular service for the work machine has been performed L times (L is an integer greater than or equal to 2) since the questionnaire was most recently issued to the user of the work machine.

4. 2. The satisfaction level collection system according to claim 1, The questionnaire includes a plurality of questions, The satisfaction level collection system is characterized in that the satisfaction level collection server rearranges the order of the multiple questions in the newly issued questionnaire based on the results of answers to each of the multiple questions in the past questionnaire.

5. 5. The satisfaction level collection system according to claim 4, The questions are answered on an M-level scale (M is an integer of 3 or more) to indicate satisfaction. The satisfaction level collection system is characterized in that the satisfaction level collection server places a question that is farther from the center of the M-level satisfaction scale in responses to the past questionnaire at a higher position in the newly issued questionnaire.

6. 2. The satisfaction level collection system according to claim 1, The questionnaire includes a plurality of questions, A satisfaction collection system characterized in that the satisfaction collection server adjusts the number of questions in the newly issued questionnaire based on the number of answers to the questions in the past questionnaire.

7. 2. The satisfaction level collection system according to claim 1, The questionnaire includes major items and minor items related to the major items, The satisfaction level collection server estimating the user's willingness to respond to the questionnaire based on past response results to the questionnaire; If it is estimated that there is a willingness to respond, the newly issued questionnaire will include both the major items and the minor items, A satisfaction level collection system characterized in that, when it is estimated that the customer has no desire to respond, only the major items are included in a newly issued questionnaire.

8. The satisfaction level collection system according to claim 7, The satisfaction collection system is characterized in that the satisfaction collection server infers that there is a willingness to respond if a comment is written in the comment field of a past survey, if the response period for the past survey is less than a threshold period, or if the number of responses to questions in the past survey is equal to or greater than a threshold number.

9. a satisfaction level collection server that collects satisfaction levels of users of work machines; repeatedly acquiring vehicle body information indicating the state of the vehicle body from the work machine at predetermined time intervals; A satisfaction collection server characterized in that, when the vehicle body information indicating an abnormality in the vehicle body is obtained K (K is an integer of 2 or more) times consecutively from the same work machine, a questionnaire regarding the abnormality in the vehicle body indicated by the vehicle body information is issued to the user of the work machine.

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