Facility customer information management system and facility customer information management method

Abstract

To provide a system for managing facility's customer information adapted to efficiently and appropriately gather a satisfaction degree, etc. of customers, such as of a facility entirety or individual store, in a parking lot installed together with or nearby a facility, such as a large-scaled shopping mall.SOLUTION: A system for managing facility's customer information includes an entrance camera 150 that is set up at an entrance of a parking lot of a facility and to take an entering image including a vehicle number of a vehicle entering the parking lot. At or before exiting of the vehicle from the parking lot, fee settling means is caused to display a vehicle-number input screen for a user of an exiting vehicle to input a vehicle number, so that an entering image including the vehicle number inputted through the vehicle-number input screen is searched from among entering images stored. After the vehicle number is inputted through the vehicle-number input screen, the fee settling means is caused to display a questionnaire survey screen. After an answer is inputted to the questionnaire survey screen, the fee settling means is caused to display an entering-image selecting screen for the user to select an entering image searched.SELECTED DRAWING: Figure 11

Description

[Technical field]

[0001] The present invention relates to a facility customer information management system and a facility customer information management method suitable for investigating customer satisfaction at facilities such as large-scale shopping malls. [Background technology]

[0002] There is a demand for a method of collecting questionnaires that does not require much manpower, is inexpensive, and can accurately obtain information such as customer satisfaction.

[0003] Patent document 1 discloses a technology for providing a survey method and device for displaying and collecting surveys about products purchased by consumers at the same time as the product purchase is registered and settled, in which the product code attached to the product is read by a POS terminal device, the survey contents are searched for and visually output from a survey file that stores the product code and the survey contents, and the survey response results are compiled by product code.

[0004] Patent document 2 also discloses a technology in which a questionnaire response input device is installed in a parking lot and connected via a communication line to a processing device that processes the response contents, in order to obtain responses that accurately reflect the respondent's intentions without manpower and at low cost, and to obtain the survey results immediately.The technology also mentions an example in which the response input device is configured in conjunction with a parking lot fee settlement machine, and also mentions increasing the survey response rate by changing the facility usage fee depending on whether or not the survey is answered. [Prior art documents] [Patent documents]

[0005] [Patent Document 1] Patent No. 3189465 [Patent Document 2] JP 2001-312574 A Summary of the Invention [Problem to be solved by the invention]

[0006] The technology in Patent Document 1 mentioned above makes it possible to display and collect questionnaires about products at the same time as the product purchase process (checkout), but it does not mention any solutions for collecting questionnaires at the appropriate time about products that consumers have not purchased or about other categories, or about satisfaction with the stores and facilities where they purchase products.

[0007] In addition, the technology in Patent Document 2 mentioned above does indeed allow survey responses to be entered at the parking lot fee payment machine, and it is expected that the response rate will increase by changing the fee in order to increase the survey response rate. However, it does not go so far as to mention who should appropriately bear the cost of reducing the fee in response to the entry of the survey. Furthermore, no consideration has been given to the negative effect of adding a questionnaire response input function to the parking lot fee payment machine, which would increase congestion during regular fee payment.

[0008] The present invention has been made in consideration of the above-mentioned circumstances, and has as its object to efficiently and accurately collect information on awareness and trends, such as customer satisfaction levels of the entire facility or of individual stores in parking lots attached to or nearby parking lots of facilities such as large shopping malls. [Means for solving the problem]

[0009] 1) In order to solve the above problems, a facility customer information management system according to one embodiment of the present invention comprises: A facility customer information management system including an entrance camera and a parking lot management device, The entrance camera is installed at the entrance of a parking lot of the facility and captures an entrance image including a vehicle number of a vehicle entering the parking lot, The parking lot management device includes: storing the captured entrance image; When or before the vehicle leaves the parking lot, a vehicle number input screen is displayed on the fee settlement means to allow a user of the vehicle to input the vehicle number of the vehicle that is leaving the parking lot; A search is performed for an entrance image including the vehicle number inputted through the vehicle number input screen from among the stored entrance images; After the vehicle number is inputted on the vehicle number input screen, a questionnaire survey screen is displayed on the fee settlement means; After the answer to the questionnaire survey screen is input, the fee settlement means displays an entrance image selection screen that allows the user to select the searched entrance image.

[0010] According to 1) above, the questionnaire survey screen is displayed when the user exits the parking lot, so that the questionnaire survey can be carried out reliably.

[0011] 2) The facility customer information management system according to 1 above, When the fee settlement means is a fee settlement machine connected to the parking lot management device and installed in the parking lot, the questionnaire survey screen is displayed on the fee settlement machine, and when the fee settlement means is a mobile terminal that can be communicatively connected to the parking lot management device, the questionnaire survey screen is displayed on the mobile terminal. Facility customer information management system.

[0012] According to 2) above, the questionnaire survey screen is displayed whether the fee settlement means is a fee settlement machine installed in the parking lot or the user's mobile terminal, thereby improving convenience for the user.

[0013] 3) The facility customer information management system according to 1 or 2 above, a customer database for storing customer information of the facility; The customer information is associated with the vehicle number of the vehicle that entered the parking lot and survey identification information indicating the content of the survey answered by the user of the vehicle, The parking lot management device configures the questionnaire survey screen by excluding the contents of the questionnaire indicated by the questionnaire identification information associated with the vehicle number inputted through the vehicle number input screen. Facility customer information management system.

[0014] According to 3) above, the questionnaire survey screen is constructed by excluding questionnaires to which the user has responded in the past, so that questionnaire responses can be appropriately collected.

[0015] 4) The facility customer information management system according to any one of 1 to 3 above, The parking lot management device changes the length of the service time in accordance with at least one of the survey identification information associated with the vehicle number inputted through the vehicle number input screen, the number of survey responses on the day, and the current congestion level of the parking lot, and calculates the fee based on the changed service time. Facility customer information management system.

[0016] According to 4) above, the length of the parking lot service hours can be changed depending on the situation, which can reduce the cost burden on stores and institutions that request questionnaire responses. This is also expected to increase the number of questionnaire requests. It also improves convenience for users.

[0017] 5) The facility customer information management system according to any one of 1 to 4 above, The fee settlement means is the fee settlement machine, The fee adjustment machine is equipped with a close-range camera that captures an image of the front of the fee adjustment machine, The parking lot management device determines the number of questionnaire questions to be included in the questionnaire survey screen according to the degree of congestion calculated by analyzing the screen captured by the close-range camera. Facility customer information management system.

[0018] According to 5) above, it is possible to increase the number of survey questions in less crowded situations, which is expected to increase the number of survey responses.

[0019] 6) The facility customer information management system according to any one of 1 to 4 above, The charge settlement means is the mobile terminal, The parking lot management device displays a questionnaire survey screen on the mobile terminal when a transmission request for the questionnaire survey screen is received from the mobile terminal at any timing not involving settlement, separately from the questionnaire survey screen that is displayed on the mobile terminal after the vehicle number is input. Facility customer information management system.

[0020] According to 6) above, if the payment means is a mobile terminal, the questionnaire survey screen can be displayed at any time (at the user's convenience) without payment, which is expected to increase the number of responses to the questionnaire and improve user convenience.

[0021] 7) The facility customer information management system according to any one of 1 to 4 and 6 above, The charge settlement means is the mobile terminal, The parking lot management device includes: Acquire the location of the mobile terminal at the time when the vehicle number is input on the vehicle number input screen; The number of questions to be included in the questionnaire survey screen is determined according to the distance between the acquired location of the mobile terminal and the location of the parking lot or the parking location of the vehicle in the parking lot. Facility customer information management system.

[0022] According to 7) above, the number of survey questions can be changed depending on the distance between the user's location (location of the mobile terminal) and the vehicle's location (parking location), making it possible to configure a survey screen with an appropriate number of questions.

[0023] 8) In order to solve the above problems, a facility customer information management method according to one embodiment of the present invention comprises: A facility customer information management method executed by a facility customer information management system, a step of storing an entrance image including a vehicle license plate number of a vehicle entering the parking lot of the facility, the entrance image being photographed by the entrance photographing means at the entrance of the parking lot of the facility; a step of displaying a vehicle number input screen on a fee settlement means when the vehicle leaves the parking lot or before the vehicle leaves the parking lot, the vehicle number input screen prompting a user of the vehicle to enter the vehicle number of the vehicle leaving the parking lot; A step of searching for an entrance image including the vehicle number inputted through the vehicle number input screen from among the stored entrance images; a step of displaying a questionnaire survey screen on the fee settlement means after the vehicle number is input on the vehicle number input screen; a step of displaying, on the charge settlement means, an entrance image selection screen that allows the user to select the entrance image found after the answer to the questionnaire survey screen has been inputted; Includes. Effect of the Invention

[0024] As described above, according to the present invention, it is possible to efficiently and accurately collect information such as customer satisfaction for the entire facility or for individual stores in parking lots attached to or nearby facilities such as large shopping malls. [Brief description of the drawings]

[0025] [Figure 1] 1 is a schematic diagram showing an example of the configuration of a facility customer information management system according to an embodiment of the present invention; [Diagram 2] 1 is a block diagram showing an example of the configuration of a facility information management device according to an embodiment of the present invention; [Diagram 3] 1 is a block diagram showing a configuration example of a parking lot management device according to an embodiment of the present invention; [Figure 4] 1 is a block diagram showing an example of the configuration of a fee adjustment machine according to an embodiment of the present invention. [Diagram 5] FIG. 2 is a block diagram showing a configuration example of a mobile terminal according to an embodiment of the present invention. [Figure 6] FIG. 2 is an explanatory diagram of a database according to an embodiment of the present invention. [Figure 7] FIG. 2 is a functional explanatory diagram of a mobile terminal according to an embodiment of the present invention. [Figure 8]1 is a functional explanatory diagram of a parking lot management device according to an embodiment of the present invention; [Figure 9] FIG. 2 is a functional explanatory diagram of a fee adjustment machine according to an embodiment of the present invention. [Figure 10] 1 is a functional explanatory diagram of a facility information management device according to an embodiment of the present invention; [Figure 11] FIG. 2 is an explanatory diagram of an operation screen of a fee adjustment machine according to one embodiment of the present invention. [Figure 12] FIG. 2 is an explanatory diagram of an operation screen of a fee adjustment machine according to one embodiment of the present invention. [Figure 13] FIG. 2 is an explanatory diagram of an operation screen of a fee adjustment machine according to one embodiment of the present invention. [Figure 14] FIG. 4 is an explanatory diagram of an operation screen of the mobile terminal according to the embodiment of the present invention. [Figure 15] FIG. 4 is an explanatory diagram of an operation screen of the mobile terminal according to the embodiment of the present invention. [Figure 16] 13 is a flowchart showing an entrance process. [Figure 17] 10 is a flowchart showing a payment process of a fee payment machine. [Figure 18] 13 is a flowchart showing online settlement processing of a mobile terminal. [Figure 19] 13 is a flowchart showing a survey information generating process. [Figure 20] 13 is a flowchart showing a fee type determination process. [Figure 21] FIG. 13 is an explanatory diagram showing fee types. [Figure 22] FIG. 13 is an explanatory diagram of a close-range camera image. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0026] Hereinafter, an embodiment of the present invention will be described with reference to the drawings.

[0027] <Facility Customer Information Management System> FIG. 1 is a schematic diagram showing an example of the configuration of a facility customer information management system according to one embodiment of the present invention. The facility customer information management system 1000 includes a facility information management device 300, a mobile terminal 200, a parking lot management device 100, an operator PC 400 of the management institution, a payment server device 500 owned by the payment institution, and a shop terminal 600.

[0028] These terminals and devices are connected to each other so that they can communicate with each other via a network. The network is constructed, for example, by the Internet or a wide area communication line network. Any WAN (Wide Area Network) or LAN (Local Area Network) may be used within the facility or parking lot, and the protocol for constructing the network is not limited.

[0029] The parking lot management device 100 is installed inside or outside a parking lot. The parking lot management device 100 is capable of comprehensively controlling the operation of each device installed in the parking lot. The parking lot management device 100 is also capable of aggregating various information from each device installed in the parking lot and transmitting it to the facility information management device 300, etc. The parking lot management device 100 is also capable of receiving various information from the facility information management device 300, etc. and performing various operations.

[0030] The mobile terminal 200 is a terminal used by a user (customer, customer) who uses a parking lot or a facility. A smartphone is typically used as the mobile terminal 200, but is not limited thereto and various PDAs (Personal Digital Assistants) such as tablet terminals may be used.

[0031] The operator PC 400 of the management institution is used by an operator of the management institution who has been entrusted by the facility owner with managing the facility's information on the web. The operator, for example, responds to daily inquiries, deals with users, and provides information on maintenance work when various devices in the parking lot break down. The operator can also accept and register survey information desired by each store in the facility. A PC, tablet terminal, etc. is used as the operator PC 400.

[0032] In some cases, the owner of the facility may manage the facility information management device 300 himself. In this case, a terminal owned by the owner may function as the operator PC 400. In addition, a management organization entrusted with the management operations may own the facility information management device 300 and provide the facility information management service and the parking lot online settlement service according to this embodiment.

[0033] The settlement institution is, for example, a bank or a credit company, and executes payments (settlements) for online shopping and parking fees by bank transfer, credit card payment, etc. The facility information management device 300 executes inquiry processing for settlement information such as instructions for payment of products by online shopping and instructions for online parking fee settlement to the settlement server device 500 of the settlement institution. Furthermore, the settlement server device 500 of the settlement institution may execute payment services using electronic money and code payment services.

[0034] The store terminal 600 is installed in each store that has a partnership regarding parking lot discount services. For example, a partnership regarding discount services may be formed between a parking lot and a commercial facility in the vicinity of the parking lot, but the present invention is not limited to this.

[0035] As the store terminal 600, for example, a POS register having a communication function is used. As shown in Fig. 1, a reader 610 is connected to the store terminal 600. The reader 610 reads a code image such as a barcode or a QR code (registered trademark) and acquires information stored in the code image. In this embodiment, a barcode reader capable of reading a barcode attached to a product is used as the reader 610. Of course, the specific configurations and types of the store terminal and the reader are not limited.

[0036] Although not shown, a guide terminal (kiosk terminal) may be installed in the store. The guide device may have a function of displaying floor information of the store, as well as a function of online parking settlement and questionnaire input for affiliated parking lots, which will be described later.

[0037] Each store has a person in charge of managing contract conditions with affiliated facilities, discount conditions with affiliated parking lots, etc. If we call this the store owner, the store owner's PC may be communicably connected to the network. The store owner's PC may be a notebook PC, smartphone, or tablet. In addition, a request to collect various survey information may be sent from the store owner's PC to the operator PC 400 of the management institution.

[0038] FIG. 2 is a block diagram showing an example of the configuration of a facility information management device 300 according to an embodiment of the present invention. The facility information management device 300 has hardware necessary for configuring a computer, such as a control unit 310 (CPU: Central Processing Unit), a storage unit 320 (ROM: Read Only Memory), a RAM (Random Access Memory), a HDD (Hard Disk Drive), an input unit 311, and an output unit 312. The facility information management device 300 also has an external communication unit 330 for communicating with other devices via a network. For example, a wireless LAN module such as WiFi (registered trademark), or a communication device such as a modem or a router is used as the external communication unit 330. For example, any computer such as a PC (Personal Computer) is used as the facility information management device 300.

[0039] The facility information management device 300 can provide a guidance service and a parking lot management service as a Web service, which are facility information management services according to this embodiment. In this embodiment, the facility information management device 300 is configured by server devices such as a DB server and a Web / API server, and various databases (DB) are connected to the storage units of these devices.

[0040] The DB functions as a part of the storage unit 320, and stores various information related to the facility information management service. For example, the DB contains a customer DB 321, a survey information DB 322, a response history DB 323, and a product information DB 324. In addition, various DBs may be created, such as a facility guide information DB, an online shopping information DB, and a management information DB.

[0041] The various DBs are comprehensively managed by a server (DB server) within the facility information management device 300, and, for example, registration and withdrawal of membership of customers who use the facility information management service, registration and storage of owner information of stores within the facility, recording and storage of operating income and expenditure information, etc. are performed.

[0042] In addition, the facility information management service and the parking lot online settlement service according to this embodiment are provided by a server (Web server) in the facility information management device 300, for example, using a WWW (World Wide Web) system. For example, the Web server creates various Web pages consisting of HTML documents and the like. Hyperlinks to other Web pages and link information (for example, executable file names, URLs, etc.) for executing various processes are embedded in the Web pages.

[0043] In addition, various processes in response to various requests are executed by a server (Web / API server) in the facility information management device 300. For example, the Web / API server collects and outputs information on whether parking spaces are full or empty, updates survey information from the operator terminal of the management institution, and relays the results of the survey.

[0044] The Web page generated within the facility information management device 300 is displayed on the screen by a Web browser provided in each device shown in Fig. 1. For example, a user (customer, customer) using the facility can view various Web pages and use various Web applications by operating the mobile terminal 200.

[0045] The facility information management device 300 allows users to use parking lots without having to go through predetermined procedures such as member registration in advance. Therefore, the configuration and functions of the facility information management device 300 can omit the construction of a member registration DB and the management of member registration data.

[0046] FIG. 3 is a block diagram showing an example of the configuration of the parking lot management device 100 according to one embodiment of the present invention. The parking lot management device 100 has a control unit 110 (CPU) and a storage unit 120 (ROM, RAM, HDD, and other hardware necessary for configuring a computer). Furthermore, a plurality of databases (DB) are connected to the storage unit 120. The parking lot management device 100 also has a communication unit 130 for communicating with other devices via a network. For example, a wireless LAN module such as WiFi, or a communication device such as a modem or a router is used as the communication unit 130. For example, any computer such as a PC is used as the parking lot management device 100.

[0047] The parking lot is equipped with an entrance camera 150, fee payment machines 170 (multiple machines), and an exit camera 160. It is a so-called flapless parking lot. The entrance gate 150G and the exit gate 160G can regulate the entry / exit of vehicles. The present invention can also be applied to parking lots equipped with a flap device (lock device) or the like that regulates the exit of a parking space without payment instead of the entrance gate 150G and the exit gate 160G.

[0048] The entrance camera 150 and the exit camera 160 are, for example, digital cameras equipped with image sensors such as a CMOS (Complementary Metal-Oxide Semiconductor) sensor or a CCD (Charge Coupled Device) sensor. Other types of cameras may also be used. In this embodiment, the entrance camera 150 and the exit camera 160 function as imaging means for capturing images of entry into the parking lot.

[0049] In this case, the entrance camera 150 and the exit camera 160 also function as vehicle detection devices, but a separate vehicle detection device and a loop coil for vehicle detection may be embedded in the travel lane.

[0050] Multiple fee adjustment machines 170 are installed within the parking lot. The number of machines to be installed is determined based on the size of the parking lot, the maximum number of parked cars, the number of payments processed by the fee adjustment machine 170 when the parking lot is crowded, and the like. Of course, one machine is sufficient, and if the parking lot is large, one machine may be installed for each parking space. In this embodiment, multiple fee adjustment machines 170 are installed in the same location to reduce congestion caused by store users at the facility.

[0051] The fee adjustment machine 170, the entrance camera 150, the exit camera 160, and the parking lot management device 100 are connected to each other so as to be able to communicate with each other via a parking lot network installed within the premises of the parking lot. Of these, the parking lot management device 100 is connected to the Internet and can communicate with other devices such as the facility information management device 300. Therefore, each device connected to the parking lot network can communicate with devices on the Internet via the parking lot management device 100.

[0052] The parking lot management device 100 is mainly operated by parking lot attendants, etc., and performs remote operation of each device in the parking lot, management of various data stored in the parking lot DB, etc. In this embodiment, each device in the parking lot operates and data management, etc. are performed based on settings, etc. input via the parking lot management device 100.

[0053] The DB of the parking lot management device 100 stores various data related to the parking lot, such as a vehicle presence DB 121, a fee information DB 122, and other arbitrary DBs such as an entrance image DB, an exit image DB, a parking history DB, a contracted vehicle DB, a shopping information DB, etc. Also, some of the data stored in the DB of the facility information management device 300 shown in FIG. 1 may be shared.

[0054] As described above, the parking lot management device 100 can comprehensively control the operation of each device installed in the parking lot. For example, the entrance camera 150 and the exit camera 160 are connected to the parking lot management device 100, and the control unit 110 of the parking lot management device 100 controls their operation.

[0055] FIG. 4 is a block diagram showing an example of the configuration of the fee adjustment machine 170. As shown in FIG. The fee adjustment machine 170 has a CPU 171, a memory 172, and an interface 174 connected to these via a bus 173. The memory 172 is composed of, for example, a ROM, a RAM, a flash memory, etc., and stores various data. The interface 174 is connected to a touch panel screen 175, a bill and coin management unit 176, a speaker 177, a communication unit 179, a close-range camera 1710, a card reader / writer 1711, and a receipt printer 1712. The operation of each block is controlled by the CPU 171 which operates according to a predetermined program.

[0056] The touch panel screen 175 is a display device that uses, for example, LCD or EL (Electro-Luminescence), and displays web pages related to the facility's customer information management service and parking lot management service, as well as various GUIs (Graphical User Interfaces), and functions as a touch panel operation unit.

[0057] The bill and coin management unit 176 counts the number of bills and coins inserted, and dispenses any change after settlement. The speaker 177 outputs, for example, audio guidance, alarm sounds, music content, and the like.

[0058] The communication unit 179 is a communication module for communicating with other devices such as the facility information management device 300 and the parking lot management device 100 via a network. The close-range camera 1710 is a device that captures an image of the vicinity of the fee adjustment machine 170 using a CCD method or the like and inputs the image data into the memory 172.

[0059] The card reader / writer 1711 is hardware for reading or rewriting the contents of a magnetic or RFID card issued to a user. It may also be a device for optically reading two-dimensional barcodes. The receipt printer 1712 is hardware for printing and outputting a receipt or invoice to be issued after settlement.

[0060] FIG. 5 is a block diagram showing an example of the configuration of a mobile terminal 200 of a user (customer) of a facility or a parking lot. The mobile terminal 200 has a CPU 201, a memory 202, and an interface 204 connected to them via a bus 203. The memory 202 is composed of, for example, a ROM, a RAM, a flash memory, etc., and stores various data. The interface 204 is connected to a touch panel screen 205, an operation button 206, a speaker 207, a microphone 208, a communication unit 209, a short-range wireless communication unit 210, a GPS sensor 211, and a camera 212. The operation of each block is controlled by the CPU 201 that operates according to a predetermined program.

[0061] The touch panel screen 205 is a display device using, for example, an LCD or EL, and functions as a touch panel operation unit, displaying web pages and various GUIs related to the facility customer information management service and parking lot management service. The operation buttons 206 are physical buttons such as a power ON / OFF button and a volume up / down button.

[0062] For example, a call voice, a voice guidance, an alarm sound, music content, etc. are output from the speaker 207. The microphone 208 is used for making a call, inputting a voice instruction, etc. The camera 212 is an imaging means.

[0063] The communication unit 209 is a communication module for communicating with other devices such as the facility information management device 300 and the parking lot management device 100 via a network, and may be, for example, a wireless LAN module such as WiFi, or a module compatible with a mobile communication system such as 4G or 5G.

[0064] The short-range wireless communication unit 210 is a module for performing short-range wireless communication with other devices. In this embodiment, an NFC module capable of performing NFC (Near Field Communication) communication is provided. The short-range wireless communication unit 210 enables contactless communication with a device conforming to the NFC standard. In addition, a Bluetooth (registered trademark) module or the like may be provided, and it may be possible to receive a beacon signal conforming to the BLE standard transmitted from a beacon device.

[0065] The GPS sensor outputs the position information of the mobile terminal 200. In addition, a motion sensor such as an acceleration sensor may be installed. In addition to the position information of the mobile terminal 200, it is possible to detect the state of the customer including the attitude, movement, etc. of the mobile terminal 200.

[0066] FIG. 6 is an explanatory diagram of a database according to an embodiment of the present invention. The vehicle presence DB121 and fee information DB122 are managed by the parking lot management device 100. The vehicle presence DB121 stores a parking number, which is a number that uniquely identifies the parking order, the entry date and time, the vehicle number obtained by analyzing the entry image captured by the entrance camera 150, the settlement date and time, and the settlement fee. The fee information DB122 stores, for each fee type, the hourly rate, maximum fee, entry service time, and exit service time. The entry service time is information that indicates a predetermined time from entry until the hourly rate is applied. The exit service time is information that indicates a predetermined time from settlement until the hourly rate is applied again before exiting.

[0067] The customer DB321, survey information DB322, response history DB323, and product information DB324 are managed by the facility information management device 300. In the customer DB322, name, registration date, credit information, vehicle number, etc. are stored in association with each membership number assigned to each user so as to be unique. In the survey information DB322, survey content, category, priority, response, etc. are stored in association with each survey number assigned to each survey so as to be unique. In the response history DB323, the vehicle number of the user who responded is stored in association with each survey number. In the product information DB324, product name, product type, and sales price are stored in association with each product number assigned to each product so as to be unique. The product may be a service.

[0068] <Functions of the mobile terminal 200> FIG. 7 shows an example of the functional configuration of the mobile terminal 200. The mobile terminal 200 has a selection image request unit 251, an online payment request unit 252, a vehicle selection unit 253, a code image reading unit 254, a survey information receiving unit 255, a survey information input unit 256, and a customer information transmitting unit 257. These functions are configured by the CPU 201 executing a predetermined program, and the parking lot management method according to this embodiment is realized. Note that dedicated hardware such as an IC (integrated circuit) may be used as appropriate to realize each function.

[0069] The online settlement request unit 252 requests the parking lot management device 100 to settle the parking fee via the Internet through the facility information management device 300. For example, the online settlement request is transmitted to the parking lot management device 100 through the facility information management device 300 according to the settlement method designated by the customer.

[0070] Selection image request unit 251 transmits a request to transmit a selection image. For example, a customer inputs an operation to display a selection image into mobile terminal 200. In response to the operation, selection image request unit 251 transmits a request to transmit a selection image to parking lot management device 100 via facility information management device 300. There are no limitations on the specific operation to display the selection image or the specific format of a signal (data) transmitted as a request to transmit a selection image.

[0071] The vehicle selection unit 253 transmits a selection instruction to select an entering vehicle in the selection image. For example, a customer inputs an operation to select an entering vehicle in the selection image on the mobile terminal 200. In response to the operation, the vehicle selection unit 253 transmits an entering vehicle selection instruction to the parking lot management device 100 via the facility information management device 300. There are no limitations on the specific operation to select an entering vehicle or the specific format of a signal (data) transmitted as an entering vehicle selection instruction.

[0072] The code image reader 254 reads a QR code (registered trademark) or the like on a discount receipt, which will be described later, using the camera of the mobile terminal 200, and requests a discount process for the fee.

[0073] The survey information receiving unit 255 receives the questionnaire displayed on the screen of the mobile terminal 200 from the facility information management device 300. The survey information input unit 256 accepts responses to the questionnaire and transmits them to the facility information management device 300.

[0074] When logging in using the mobile terminal 200, the customer information transmitting unit 257 transmits the membership number and the like as customer information to the facility information management device 300.

[0075] <Functions of the parking lot management device 100> FIG. 8 shows an example of a functional configuration of the parking lot management device 100. The parking lot management device 100 has an image management unit 1011, a fee management unit 1012, a vehicle information reading unit 1013, a vehicle information search unit 1014, a facility usage information acquisition unit 1015, a vehicle presence information management unit 1016, a payment reception unit 1017, a selection instruction reception unit 1018, a vehicle entry information transmission unit 1019, a code reception unit 1021, and a camera control unit 1022. These functions are configured by the CPU of the control unit 110 of the parking lot management device 100 executing a predetermined program and cooperating with the hardware resources in the device, thereby realizing the parking lot management method and information processing method according to this embodiment. The method of installing the program in the parking lot management device 100 is not limited.

[0076] The camera control unit 1022 controls the operation of the entrance camera 150 and the exit camera 160. For example, a trigger signal for photographing is transmitted by the camera control unit 1022, and entering and exiting vehicles are photographed by the entrance camera 150 and the exit camera 160. As a result, an entrance image and an exit image are generated.

[0077] The trigger signal may be, for example, the output of a first entrance loop coil and a first exit loop coil (not shown) that are used as trigger signals for the entrance camera 150 and the exit camera 160, respectively, or a separate trigger sensor may be installed, or the camera itself may generate a shooting trigger by detecting a moving object.

[0078] The image management unit 1011 manages entry images taken in the parking lot, and writes and deletes entry image information to the vehicle entry image DB 121. It also manages exit images, and moves images of exiting vehicles to a DB that manages their history.

[0079] The vehicle information reading unit 1013 extracts vehicle information related to the entering vehicle based on the entry image. For example, the vehicle information extracted includes at least a part of the vehicle number, vehicle name information, vehicle color information, vehicle manufacturer information, and the like.

[0080] At least some of the information on the vehicle number (such as the name of the local land transport bureau, classification number, hiragana, and four-digit serial number) can be read by, for example, image processing that extracts a portion of the license plate, OCR (Optical Character Recognition) processing, etc. Of course, any other technology may be used.

[0081] The vehicle information, etc. may be registered by the user upon application at the time of customer registration, but if the vehicle information is not registered, any algorithm, etc. for extracting the vehicle information may be used. Machine learning, etc. may also be performed. Furthermore, vehicle information may be queried, etc., via the Internet, etc.

[0082] As the vehicle information, at least one of the above-mentioned information on at least a part of the vehicle number, vehicle name information, vehicle color information, and vehicle manufacturer information, or a combination of these may be extracted. Of course, other information different from the information listed here may be extracted as the vehicle information.

[0083] The facility usage information acquisition unit 1015 acquires store usage information including the facility usage status of the user at each store in the facility affiliated with the parking lot. For example, when a user goes shopping at store A, the shopping information is transmitted from the store terminal 600 to the parking lot management device 100 via the facility information management device 300, and the shopping information transmitted from the store terminal 600 is received.

[0084] <Functions of Fare Settlement Machine 170> FIG. 9 shows an example of the functional configuration of the fee adjustment machine 170. The fee adjustment machine 170 is configured to include a selection image request unit 1721 , a vehicle selection unit 1722 , a code image reading unit 1723 , an investigation information receiving unit 1724 , an investigation information input unit 1725 , and an adjustment processing unit 1726 .

[0085] Selection image request unit 1721 transmits a request to transmit a selection image. For example, a customer inputs an operation to display a selection image on touch panel screen 175 of fee adjustment machine 170. In response to the operation, selection image request unit 1721 transmits a request to transmit a selection image to parking lot management device 100. There are no limitations on the specific operation to display the selection image or the specific format of a signal (data) transmitted as a request to transmit a selection image.

[0086] The vehicle selection unit 1722 transmits a selection instruction to select an entering vehicle in the selection image. For example, a customer inputs an operation to select an entering vehicle in the selection image on the touch panel screen 175 of the fee adjustment machine 170. In response to the operation, the vehicle selection unit 1722 transmits an entering vehicle selection instruction to the parking lot management device 100. There are no limitations on the specific operation to select an entering vehicle or the specific format of a signal (data) transmitted as an entering vehicle selection instruction.

[0087] The code image reader 1723 reads a QR code (registered trademark) or the like on a discount receipt, which will be described later, using the close-range camera 1710, and requests a discount process for the fee.

[0088] The survey information receiving unit 1724 receives the questionnaire from the facility information management device 300 via the parking lot management device 100. The survey information input unit 1725 accepts responses to the questionnaire and transmits them to the facility information management device 300 via the parking lot management device 100.

[0089] The settlement processing unit 1726 processes the settlement of the parking fee. The settlement completion sending unit 1727 sends a notification of the completion of the settlement of the parking fee to the parking lot management device 100.

[0090] The customer detection unit 1728 detects a customer standing in front of the fee adjustment machine 170 and accepts payment. The customer detection unit may also function as a congestion determination unit that determines whether or not there is congestion around the front of the fee adjustment machine 170.

[0091] <Functions of facility information management device 300> FIG. 10 shows an example of the functional configuration of the facility information management device 300. The facility information management device 300 is configured to include a selection instruction receiving unit 3011, a selection image generating unit 3012, a code receiving unit 3013, an image transmitting unit 3014, an online payment processing unit 3015, a survey information management unit 3016, a customer information management unit 3017, and a product information management unit 3018.

[0092] The selection instruction receiving unit 3011 receives a selection instruction transmitted from the vehicle selection unit 253 of the mobile terminal 200 .

[0093] The selection image generating unit 3012 generates a plurality of entrance image information as selection images, which will be described later. In this embodiment, the selection image generating unit 3012 is capable of generating a Web page including selection images.

[0094] The code acceptance unit 3013 accepts a request for discount processing based on a QR code or the like read by the camera 212 of the mobile terminal 200 .

[0095] Image transmission section 3014 transmits the selection images generated by selection image generation section 3012 to mobile terminal 200. In this embodiment, image transmission section 3014 is capable of transmitting a web page including selection images.

[0096] In this embodiment, image sending unit 3014 sends selection images to mobile terminal 200 based on a request to send selection images sent from selection image request unit 251 of mobile terminal 200. For example, a customer inputs an operation to select a URL associated with a web page including selection images. In response to this operation, a transmission request is sent from selection image request unit 251 to parking lot management device 100 via facility information management device 300.

[0097] The online settlement processing unit 3015 functions as a settlement processing unit that executes settlement of the parking fee for the parked vehicle selected via the customer's mobile terminal 200 based on a settlement request input via the mobile terminal 200.

[0098] As the survey information management unit 3016, a survey information generation unit, a survey information transmission unit, a survey response reception unit, etc. are added as characteristic functions of the present invention.

[0099] As the customer information management unit 3017, a customer information receiving unit, a customer information search unit, and the like are added.

[0100] As the product information management section 3018, an online shopping information generation section and a facility information provision section, etc. are added.

[0101] The information processing of the configuration of this embodiment described above will be explained below with reference to example display screens and a flow chart. Figures 11 to 13 are example display screens of the fee adjustment machine 170, and Figures 14 and 15 are example display screens of the mobile terminal 200. First, the entry image and the investigation information will be explained, followed by the vehicle entry process for photographing the entry image and storing it in the database, and the settlement process when the vehicle exits. In this embodiment, there are two types of settlement processes: processing by the fee adjustment machine 170 and online settlement processing using the mobile terminal 200.

[0102] <About the entrance image> 12B, which will be described later, is a diagram showing an example of the entrance image information stored in the entrance image DB. The entrance information is information managed by the parking lot. The entrance image DB is a part of the vehicle DB 121.

[0103] The entry information includes the entry image ID attached to the entry image, and the entry image itself. It also includes vehicle-related information such as the payment status, entry date and time, exit date and time, vehicle number, and vehicle model and color. The payment status is information about the payment status of the parking fee. For example, it can be "paid" or "unpaid" (see FIG. 6, vehicle DB 121).

[0104] There is no limitation on the method of defining the date and time of entry into the parking lot. In this embodiment, the date and time of the image taken by the entrance camera 150 is stored as the entry date and time. Of course, if an entrance gate is used, the date and time of the gate opening, or the date and time of the entrance gate closing after the vehicle has passed through, may be stored as the entry date and time. Note that if a date and time different from the date and time of the image taking is used as the entry date and time, the date and time of the image taking may be stored separately as entry information.

[0105] Similarly, the method of defining the date and time of exit from the parking lot is not limited. In this embodiment, the date and time of photographing the exit vehicle by the exit camera 160 is stored as the date and time of exit. Other date and time information may be stored as the date and time of exit as appropriate. In this case, the date and time of photographing the exit vehicle may be stored separately as entry information. Note that if a predetermined condition is satisfied after the date and time of exit is stored in the entry information, the information is stored in the history DB.

[0106] The vehicle-related information includes any vehicle information other than the vehicle number. For example, the vehicle name information, the vehicle color information, the vehicle manufacturer information, and the like are stored as the vehicle-related information.

[0107] <Survey information = Questionnaire function> The facility customer information management system 1000 of this embodiment has a function of helping to improve customer satisfaction by investigating the product awareness and satisfaction of customers who use the facility, as well as their satisfaction with store and parking lot services, and reviewing the survey results not only with the facility owner but also with the owners and staff of each store.

[0108] In the past, web applications have been used to provide surveys to customers in facilities, stores, and parking lots, but there have been complaints that customers have to register as members or are asked the same questions multiple times, making it difficult to efficiently conduct surveys and collect responses.

[0109] Therefore, in the facility customer information management system 1000 of this embodiment, first, as shown in Fig. 6, the survey contents are collectively recorded in the survey information DB 322. In the survey information DB 322, a unique survey number is assigned to each question in the survey, and the survey contents (question text, image, etc.), category (new product, user satisfaction, customer attribute), priority, and collected responses are recorded for each survey number. In the response history DB 323, the vehicle number of the customer who received the response is recorded for each survey number.

[0110] The customer DB 321 contains items that are entered in advance when registering as a member via a Web application, etc. The customer DB 321 stores in advance a member number (a unique number generated by the facility customer information management system), name, registration date (application date), credit information, vehicle number, etc.

[0111] Although the product information DB 324 is not directly related to the facility customer information management system of the present invention, it incorporates a so-called EC (electronic commerce) system that is widely used in web applications and the like for stores that do not have physical stores or that sell products in parallel with physical stores. In this case, an online payment system is always incorporated, so it is easy to introduce online payment for parking fees, which will be described later.

[0112] <Admission process> FIG. 16 is a flowchart showing an entrance process according to one embodiment of the present invention. Under the control of the parking lot management device 100, it is monitored whether or not an entering vehicle is detected by the entrance camera 150 (step 101). If an entering vehicle is detected (YES in step 101), an entrance image is taken by the entrance camera 150 (step 102).

[0113] When the entry of the vehicle is detected (YES in step 103), the entry image and entry date and time information (current date and time) are transmitted to the parking lot management device 100 (step 104), and the entry process to the parking lot is completed.

[0114] When the parking lot management device 100 receives the entry image and entry date and time information (step 106), it reads the vehicle number from the entry image using image recognition processing such as OCR (Optical Character Recognition) processing (step 107), digitizes it to generate entry information (step 109), and records it in the vehicle DB 121 together with a unique number (which may be a serial number) as a parking number (step 110). The entry image may also be recorded in the vehicle DB 121, but only the image ID is recorded in the vehicle DB 121, and the entry image is recorded separately in the image DB together with the image ID.

[0115] If the vehicle does not enter after detection (NO in step 103) and instead backs out, it is determined that the vehicle has exited (YES in step 105), and the process ends.

[0116] In addition, in order to confirm from the digitized vehicle number whether the vehicle is that of an already registered customer, the customer DB 321 of the facility customer information management device is queried to extract the membership number from the customer information (step 108) and recorded in the vehicle DB 121.

[0117] During the above-mentioned vehicle number reading process, an image recognition process may be performed to determine vehicle-related information such as the vehicle type and color, and the recognition results may be recorded.

[0118] <Payment process using the fee payment machine 170> Fig. 17 is a flowchart showing the settlement process of the fee adjustment machine 170 according to one embodiment of the present invention. Figs. 11 to 13 are explanatory diagrams of the operation screen of the fee adjustment machine 170 according to one embodiment of the present invention.

[0119] FIG. 11(1) shows a screen displayed on the touch panel display 175 when the payment start key on the guide screen (not shown) of the fee payment machine 170 is pressed. A customer who wishes to settle the parking fee on this screen presses numeric keypad 1752 to enter the four digits of his / her vehicle number into four square boxes 1754 displayed below message display section 1751 (step S1). When the user presses the search button 1753, the fee adjustment machine 170 simultaneously transmits a search request for the vehicle number to the parking lot management device 100 and the facility information management device 300 (step S2). First, when the parking lot management device 100 receives a search request for a vehicle number (step S12), it searches the vehicle DB 121 (step S13) and transmits entering vehicle information for the corresponding four-digit number together with each entering image (step S14). The toll adjustment machine 170 receives the search results (step S3). However, if there are many incoming vehicle information targets with the same four-digit number, it may take some time to transmit all the information including the image.

[0120] Prior to that, when the facility information management device 300 receives the vehicle number search request (step S17) during the transmission of the vehicle number search request described above, it searches the response history DB 323 (step S18) and extracts the survey number for which a vehicle number with the same four digits is recorded. Next, the survey information DB322 is searched (step S19), and a survey number is determined from survey numbers other than the extracted survey number, taking into consideration priority, etc., and the survey content of the survey number is generated as a text explanation and answer input control data as survey information (step S20). At the same time, the fee type and parking fee are determined as fee information, and in the initial state, the fee type is set as a number of pieces of information that can be selected according to the answers to the survey information, and is transmitted (step S21). The fee adjustment machine 170 receives the investigation information and fee type information (step S4).

[0121] 11(2) shows the operation screen of the toll adjustment machine 170 in this state. On the screen of the touch panel type screen 175, the message display section 1751 displays a message indicating that a vehicle is being searched for, and at the same time, the survey information display section 1755 displays questions about the customer's age and the purpose of their visit, as a request for their cooperation in filling out a survey. In this example, two questions are presented.

[0122] When the user finishes inputting the survey information (step S6: YES), the screen transitions to the operation screen shown in FIG. 12(1), and the entrance image display section 1756 of the screen displays the entrance image 17561 and entrance information 17562 of the target vehicle (step S7). When the user selects his / her own vehicle from the images, the display screen of the fee adjustment machine 170 transitions to the operation screen of FIG. 12(2). In this operation screen, the entrance image display section 1756 displays an enlarged version of the selected entrance image. When the user presses the "Pay for this vehicle" key on this operation screen, the fee adjustment machine 170 determines that the vehicle selection has been confirmed (step S8: YES). First, the answer information is sent to the facility information management device 300 (step S9), the facility information management device 300 receives the answer information (step S22), the answer history DB 323 is updated (step S23), and the processing of the facility information management device 300 ends.

[0123] The fee settlement machine 170 then transitions to the operation screen of Fig. 13(1), where the parking fee is displayed in the message display section 1751 next to the entrance image display section 1756 displaying the selected entrance image, and the fee settlement process is carried out according to the payment method selected by the customer (step S10). When the fee settlement process is complete, the screen transitions to Fig. 13(2), where the operation key section 1758 and the time display section 1757 are displayed, and after a certain period of time, the screen returns to the initial screen. Furthermore, settlement information is transmitted (step S11), and the parking lot management device 100 receives the settlement information (step S15), and updates the vehicle DB 121 with the settled fee record, etc. (step S16), and all processing is completed. In addition, in the charge adjustment machine 170, the "Please leave the parking lot within 10 minutes" message displayed on the operation screen of FIG. 13(2) indicates the service time upon leaving the parking lot included in the charge type. Details of this will be provided later.

[0124] <Participation process> Although the exit process is not shown, the exit camera 160 takes an image of the vehicle that has left the depot within the above-mentioned exit service time, and rewrites the contents of the vehicle DB 121 to the history DB, and the process ends. If the vehicle leaves the depot after the exit service time or if an image of a vehicle that has left the depot without paying the fee is taken, the information is rewritten to the unadjusted depot DB (not shown).

[0125] The above-mentioned information processing performed by each device included in the facility customer information management system 1000 from the entry to the exit of the parking lot may be integrated or separated. In this embodiment, the information processing (DB search, etc.) performed by the facility information management device 300 may be performed by the parking lot management device 100.

[0126] The above is an embodiment in which the fee settlement means is the fee settlement machine 170. Below, an embodiment in which the fee settlement means is the mobile terminal 200 and online settlement processing is executed will be described.

[0127] <Online settlement processing via mobile devices> Fig. 18 is a flowchart showing the online settlement process of the mobile terminal 200 according to one embodiment of the present invention. Fig. 14 and Fig. 15 are explanatory diagrams of the operation screen of the mobile terminal 200 according to one embodiment of the present invention.

[0128] FIG. 14(1) is a Web page that compiles facility guide information provided by the facility customer information management system 1000, displayed on the touch panel screen 205 of the mobile terminal 200. It is typically the official website of a large-scale shopping mall, and displays floor information for the large-scale shopping mall, information on how to shop online for products from related stores from this site, membership registration information, a request to fill in a survey, and a touch area for switching to the function of online parking settlement. Also displayed is a login key area for when a user registers as a member. FIG. 14(1) shows the state when the user is not logged in, and when the user logs in, the user's name is displayed in the "login" key area.

[0129] In the flow of Figure 18, when the user clicks on "online parking settlement," if the user is not logged in, the result will be NO at step 41, and the screen will first transition to the operation screen of Figure 14 (2), where the user enters the four-digit number of the user's vehicle number and presses the "number search" key (step S43), and a search request for the vehicle number is sent (step S44).

[0130] First, when the facility management device 300 receives a vehicle number search request, it is immediately forwarded to the parking lot management device 100 (step S63). When the parking lot management device 100 receives the vehicle number search request (step S81), it searches the vehicle DB121 (step S82) and transmits entering vehicle information with the corresponding four-digit number together with each entry image to the facility management device 300 (step S83).

[0131] Facility management device 300 immediately transfers the information to mobile terminal 200 (step S68), and mobile terminal 200 receives the search results (step S47). However, in this case, if there are many entering vehicle information targets with the same four-digit number, it may take some time to send all the information including the images.

[0132] Prior to that, when the facility information management device 300 receives the vehicle number search request (step S63) during the transmission of the vehicle number search request described above, it searches the response history DB 323 (step S64) and extracts the survey number for which a vehicle number with the same four digits is recorded.

[0133] Next, the survey information DB 322 is searched (step S65), and a survey number is determined from survey numbers other than the extracted survey number, taking into consideration the priority, etc., and the survey content of the survey number is generated as survey information in the form of a text explanation and answer input control data (step S66). At the same time, the fee type and parking fee are determined as fee information, and in the initial state, the fee type is set as multiple pieces of information that can be selected according to the answer to the survey information, and is transmitted (step S67).

[0134] The mobile terminal 200 receives the survey information and fee information and outputs them to the operation screen (step S45). FIG. 14(3) shows the operation screen of the mobile terminal in this state. The screen is provided with a questionnaire display section 2051, which displays questions about the customer's age and purpose of visit as a request for cooperation in filling out the questionnaire. In this example, two questions are presented.

[0135] When inputting the survey information is completed (step S46: YES), the screen transitions to the operation screen shown in Fig. 14(4), where the entry image and entry information of the target vehicle are displayed on the screen. When the user selects his / her own vehicle from among these images (by scrolling up and down the screen several times as needed), a dialogue box such as "Pay for this vehicle" is displayed, and when the user presses the confirmation key, the vehicle selection is confirmed (step S48: YES), and first the response information is sent to the facility information management device 300 (step S49), the facility information management device 300 receives the response information (step S69), and the response history DB 323 is updated (step S70).

[0136] In addition, the mobile terminal transitions to the operation screen of Figure 15 (1), where the parking fee is displayed, and when a type of online payment (not shown) is selected, payment information is sent (step S50), the facility information management device 300 receives the payment information (step S71), and the online payment process is carried out according to the payment method selected by the customer, as shown in Figure 15 (2) (step S72).

[0137] When the online settlement process is completed, settlement completion information is sent simultaneously to the mobile terminal and the parking lot management device 100 (step S73), and the processing of the facility information management device 300 ends. The settlement information is received by the mobile terminal (step S51), and the screen transitions to Fig. 15 (3), and after a certain period of time, the screen returns to the initial screen. The settlement information is also received by the parking lot management device 100 (step S84), and the vehicle presence DB 121 is updated to indicate that settlement has been completed, the settlement fee record, etc. (step S85), and all processing ends.

[0138] In addition, in the charge settlement machine 170, the "Please leave within 10 minutes" message displayed on the operation screen of FIG. 15(3) indicates the service time upon leaving the parking lot included in the charge type. Details of this will be provided later.

[0139] <Online payment processing / login via mobile device> If the user is logged in to the facility's website using a mobile terminal, when he or she clicks on online parking settlement, the result in step 41 in the flow of Figure 18 becomes YES and the user sends a customer information search request together with the membership number specified at the time of login. The facility information management device 300 receives the customer information search request (step S61), searches the customer DB 321 (step S62), and transmits the vehicle number linked to the membership number extracted from the customer DB 321 without the user having to enter the four-digit number of the user's own vehicle number (step S63). From this point on, the flow will be the same as if you were not logged in.

[0140] Next, the investigation information generation process and fee type determination process executed by the facility information management device 300 in step 20 of FIG. 17 in the case of settlement by the fee settlement machine 170, and in step 66 of FIG.

[0141] <Survey information generation process and fee type determination process> FIG. 19 is a flowchart showing the survey information generation process according to an embodiment of the present invention. As described above, multiple pieces of survey information, i.e., questionnaires, are recorded in advance. In the survey information generation process, first, survey numbers that are not in the response history linked to the vehicle number are extracted (step S201). At this time, the number of hits differs depending on whether the user has logged in.

[0142] Next, the investigation number related to the customer information is removed (step S201). When logging in, the customer information is already clear, so there is no need to investigate the customer information. By performing this step, the investigation contents can be simplified.

[0143] Next, the congestion level is confirmed (step S203). The congestion level is generally determined based on whether or not the area is crowded. An intermediate value may be used. A typical example of this method is that in this embodiment, two fee adjustment machines 170 are installed in the same location, so if both machines are being used for payment processing, it can be determined that the area is crowded, and if at least one of the machines is free, it can be determined that the area is not crowded. Other determination methods will be described later.

[0144] However, in the case of online payment using a mobile terminal, since the payment machine 170 is not operated, it is basically determined that there is no congestion. The number of surveys is determined taking into consideration these judgment results. For example, if there is congestion, the number of surveys may be one, if there is no congestion, the number of surveys may be two, and the number may also be changed depending on other factors. The number of surveys refers to the number of questions in the questionnaire.

[0145] FIG. 20 is a flowchart showing the fee type determination process according to one embodiment of the present invention. The fee information is determined based on the fee type and the parking time, and the fee type in a broad sense includes the hourly rate, the maximum fee, the service time when entering the parking lot, and the service time when leaving the parking lot.

[0146] In the process of determining the fee type, first, the day of the week and the time period are confirmed from the date and time information included in the entry information (step S301). In detail, the facility information management device 300 queries the vehicle presence DB 121 of the parking lot management device 100. This process may be executed by the parking lot management device 100.

[0147] Next, the survey response status is confirmed (step S302). In detail, the survey number in which the target vehicle number is recorded in the survey history is extracted by searching the survey history DB323. In consideration of these confirmation results, the fee type is determined.

[0148] FIG. 21 is an explanatory diagram showing fee types according to one embodiment of the present invention. Indicators for determining detailed fee types include the day of the week, the time period, the response status of the survey information, and the number of responses to the survey information on the same day. The day of the week is checked based on weekdays, holidays, and special days. The time periods are checked from night, normal, and peak hours. "Peak hours" are included in the "normal" hours, but generally not included in "night." The response status is checked as high, medium, or low. The response status is checked by the number of survey numbers recorded in the response history linked to the target vehicle number. Same-day responses are the number of survey responses given on the same day. Based on these indicators, Hourly rates are determined by the day of the week and time of day (regular / night). The maximum charge is determined by the day of the week and time of day (regular / night). The service time upon arrival will be determined based on the response status. The service time upon leaving the depot is determined based on whether there are any congestions and the number of responses on that day.

[0149] For example, if there are two vehicles that enter the parking lot on the same day and time and park for the same amount of time, the hourly fee and maximum fee will be the same, but the vehicle with more response status (number of survey responses) will be assigned a fee type with a longer entrance service time. The entrance service time is the grace period from entry until the start of calculation of the hourly fee. A vehicle that is assigned a fee type with a longer entrance service time is useful for customers, as it can be used as a time period after entering the parking lot without incurring parking fees even if the vehicle exits without making any purchases at the facility.

[0150] Also, for example, if there are two vehicles that enter the parking lot on the same day at the same time and park for the same amount of time, the hourly fee and maximum fee will be the same, but the vehicle with more responses (number of survey responses) on the day will be assigned a fee type with a longer exit service time. The exit service time is the grace period from payment until exiting the parking lot until the hourly fee calculation starts again. A vehicle that is assigned a fee type with a longer exit service time is useful for customers, as it is a period during which no parking fee will be charged even if the vehicle remains in the facility after payment when exiting the parking lot. Furthermore, this extension of the exit service time may only be effective when the parking lot is crowded.

[0151] 22 is an explanatory diagram of an image captured by a close-range camera 1710 according to one embodiment of the present invention. The close-range camera 1710 is installed in front of the payment machine 170 and acts as a human sensor, and also reads the QR code on a service voucher presented by a customer, and functions as a code reader when two-dimensional code payment is selected as the payment method.

[0152] The close-range camera 1710 also has a function for detecting the degree of congestion around the payment machine 170. For example, in the case of an image capture screen such as that shown in Fig. 22(1), the faces of three people are recognized as customers, but the movement of each face prior to that is also recognized, and if the three people move into the screen along roughly the same path, it is determined that they are acting as the same group, and the degree of congestion is determined to be low (none) as one family.

[0153] On the other hand, in the case of an image capture screen like that shown in Fig. 22(2), multiple faces of other people are recognized behind the customer who is making the payment. Furthermore, the system also recognizes the previous movement states of each of these multiple faces, and if each person moves into the screen with a different movement path or timing, it determines that they are acting as a different group, and judges them to be 2 to 3 families, and the degree of congestion is high (present).

[0154] In this way, the close-range camera 1710 can be effectively used to determine the degree of congestion even in a parking lot where only one fee adjustment machine 170 is installed. Even in a parking lot where multiple fee adjustment machines 170 are installed in the same place, the degree of congestion of each adjustment machine may be determined in this manner.

[0155] When the user logs in and settles the bill using the mobile terminal 200, the parking lot management device 100 extracts only one vehicle image. Also, by searching the answer history DB 323, the survey information that has been answered can be extracted reliably. This makes it possible to reduce the amount of survey information to be excluded, and allows the survey questions to be appropriately selected.

[0156] In addition, if the customer is logged in with the mobile terminal 200, the customer can directly access the survey information in that state and increase the number of responses. In other words, even if the customer responds to the survey without using the parking lot, the responses will not overlap with those presented when the customer uses the parking lot, and the customer's response status will be judged to be high when the customer uses the parking lot, so that a fee type that is advantageous to the customer will be determined.

[0157] <Summary of features of this embodiment> In this way, the facility customer information management system of this embodiment is provided in a parking lot that is installed adjacent to or adjacent to a facility that provides products and services, or in a parking lot where providing the parking lot itself is the purpose of the service, and includes an entrance camera 150 that captures the vehicle number when entering the parking lot, a parking lot management device 100 that stores the entrance image captured by the entrance camera 150, and a fee settlement means that displays the entrance image stored in correspondence with the vehicle number, selects a vehicle to be settled from the entrance image, and performs settlement processing, and is characterized in that the fee settlement means outputs a questionnaire survey screen after the vehicle number is input, and displays the entrance image after a response is input to the questionnaire survey screen.

[0158] This allows the questionnaire survey to be carried out reliably at the time of bill settlement.

[0159] In addition, the fee settlement means is settlement using a fee settlement machine 170 connected to the parking lot management device 100 and installed in the parking lot, and online settlement using a user's mobile terminal 200 that can be connected online directly or indirectly to the parking lot management device 100, and the fee settlement for use of the parking lot is carried out using either of these settlement processes.

[0160] This provides good convenience for the user.

[0161] Another feature of the parking lot management system is that it has a facility information management device 300 that is communicatively connected to the parking lot management device 100 and stores customer information for the facility, and survey identification information indicating the survey content for which the answer has been entered is stored in a memory unit (database) of the facility information management device 300 in correspondence with the vehicle number associated with the customer information, and a control unit of the facility information management device 300 controls to exclude survey content that has already been answered in response to the input of the vehicle number.

[0162] This allows for proper collection of survey responses.

[0163] Another feature of the present invention is that a fee type determination unit is provided in the control unit of the parking lot management device 100, and in addition to standard fee type settings based on the day of the week and time period, the fee calculation process is controlled by a variable fee type setting that varies the entry service time or exit service time depending on the survey identification information stored in the memory unit of the facility information management device 300, the number of survey responses on the day, and the current congestion level of the parking lot.

[0164] This is expected to increase the number of survey questions requested, without requiring any costs to be borne by the stores or institutions requesting survey responses.

[0165] In addition, the fee adjustment machine 170 is equipped with a close-range camera 1710 that captures an image of the front of the device, an image analysis unit that analyzes the image from the close-range camera 1710, and a control unit that determines the number of questions in the questionnaire, and is characterized in that the number of questions in the questionnaire when operating the fee adjustment machine 170 is determined by calculating the degree of congestion around the fee adjustment machine 170 using the image analysis unit, and the number of questions is determined by the control unit in accordance with the degree of congestion.

[0166] This allows for a larger number of survey questions to be asked in less crowded situations, which is expected to lead to an increase in the number of survey responses.

[0167] The facility information management device 300 has an online payment reception function for the mobile terminal, as well as a dedicated operation reception function for questionnaires.

[0168] This encourages customers to enter their responses to the survey.

[0169] Furthermore, the facility customer information management method according to one aspect of this embodiment also falls within the scope of the rights of the above system, which is executed by a computer for each processing step.

[0170] As described above, according to this embodiment, it is possible to efficiently and accurately collect information such as customer satisfaction for the entire facility or for individual stores in parking lots attached to or nearby facilities such as large shopping malls.

[0171] <Modifications of the embodiment> The above-described embodiment may be modified as follows, for example. In the above embodiment, the receiving of the search results for the vehicle number in step 3 in Fig. 17 and the receiving of the investigation information and fee type in step 4 are processed in this order, but this order may be reversed. The process of searching for images in the vehicle DB 121 may be a relatively heavy process compared to the investigation information generation process and the fee type determination process (step 20), and therefore there is a possibility that the user will be made to wait until the search results for the vehicle number are displayed and output. Therefore, by implementing this modified process, it is possible to output the investigation information (questionnaire) relatively quickly.

[0172] In the above embodiment, the timing for executing the online settlement process (FIG. 18) by the mobile terminal 200 is when the user leaves the facility, similar to the settlement by the fee settlement machine 170. In addition to this configuration, the survey screen may be displayed on the mobile terminal 200 when a request to send a survey screen is received from the mobile terminal 200 at any timing other than when the user leaves the facility (not involving settlement). The request to send a survey screen may be generated, for example, when the user clicks on a specific URL (Uniform Resource Locator) linked from the facility's homepage or campaign site. This modified configuration can increase the opportunities for users to answer the survey, increasing the number of responses to the survey questions, and thus increasing the number of survey requests from affiliated stores and the like.

[0173] In the above embodiment, in the case of payment by the fee adjustment machine 170, the facility information management device 300 executes a survey information generation process in step 20 of Fig. 17 to determine the number of survey questions to be included in the survey screen according to the degree of congestion calculated by analyzing the screen captured by the close-range camera 1710. This makes it possible to generate an appropriate number of questionnaire survey information and survey screens.

[0174] In the case of online settlement using the mobile terminal 200, the mobile terminal 200 is equipped with a GPS 211, and the position of the mobile terminal 200 is accurately known. The parking lot management device 100 or the facility information management device 300 acquires the parking position of the vehicle in the parking lot, and acquires the position of the mobile terminal 200 at the time the vehicle number is input on the vehicle number input screen using the GPS 211. Next, the number of questions in the questionnaire to be included in the questionnaire survey screen is determined according to the distance between the position of the mobile terminal 200 and the parking position. For example, if the distance is far, it takes a relatively long time for the user to arrive at the vehicle, so the number of questions is set to be large, and conversely, if the distance is short, the number of questions is set to be small. With this modified configuration, a questionnaire survey with an appropriate number of questions can be presented to the user.

[0175] The parking position of the vehicle in the parking lot is identified, for example, by performing a matching search between an image of the vehicle in images taken by in-park cameras installed at various points in the parking lot and an image of the vehicle in the entry image. In addition, even if the parking location is not specified, the location of the entire parking lot may be set using predetermined latitude and longitude information, and the number of survey questions to be included in the questionnaire survey screen may be determined by comparing that information with the location information of the mobile terminal 200. Furthermore, in these modified examples, the number of survey questions to be included on the survey screen is determined according to the relative positions of the mobile terminal 200 and the vehicle, but the number of survey questions to be included on the survey screen may also be determined according to the distance between the parking position of the vehicle and the exit of the parking lot. Either modified configuration makes it possible to present a questionnaire survey with an appropriate number of questions to the user.

[0176] <Other features> In addition, a fee settlement system using the fee settlement machine 170 and an online settlement system using the mobile terminal 200 may be mixed, or either fee settlement system may be combined as appropriate. For example, the two systems may be separated so that cash settlement is performed by the fee settlement machine 170, and credit card settlement and electronic money settlement are performed by the user's mobile terminal 200.

[0177] In the embodiment of the present technology, vehicles can be managed regardless of whether they are ordinary cars or large cars, or motorcycles can also be managed in combination. That is, in the present disclosure, vehicles are not limited to cars, but also include bicycles and motorcycles (motorcycles). Furthermore, a parking lot is a concept that includes bicycle parking lots for parking bicycles and motorcycles (motorcycles). That is, the present technology is not limited to parking lots where cars can be parked, but can also be applied to bicycle parking lots and the like.

[0178] Similarly, the facility customer information management method according to the present invention may be executed by a single computer, or may be executed by multiple computers working together. In other words, the acquisition of entrance images, the generation of selection images, settlement, condition determination, etc. may be executed by a single computer, or each process may be executed by a different computer. Furthermore, the execution of each process by a specific computer includes having another computer execute part or all of the process and acquiring the results. For example, the information processing method and program according to the present technology can also be applied to a cloud computing configuration.

[0179] The mobile terminal of the customer that executes the online settlement described in the embodiment of the present invention may be a dedicated terminal that does not have a cash settlement function and is installed near the parking lot, or another terminal that performs some of the functions of the dedicated terminal installed in a store affiliated with the parking lot. For example, as a guide device, a device that provides various information related to the parking lot and the facility customer information management system may be installed in various places in the facility, and a device that has a display device or the like and is capable of displaying guide information is used as the guide device. The guide device may have a reader for electronic money or code payment for vending machines, does not have a cash handling function, and does not have a login function to identify individual customer information, and has the function of a large display version of a mobile terminal guide device.

[0180] The facility information management device 300, the store, the parking lot, the mobile terminal 200, the parking lot management device 100, the entrance image information, each processing flow, and the like described with reference to each drawing are merely one embodiment, and can be arbitrarily modified within the scope of the present technology. In other words, any other configuration, algorithm, and the like for implementing the present technology may be adopted.

[0181] Of the characteristic features of the present invention described above, at least two of the characteristic features may be combined. In other words, the various characteristic features described in each embodiment may be arbitrarily combined without distinction between the embodiments. In addition, the various effects described above are merely examples and are not limiting, and other effects may be exhibited.

[0182] In addition, the present invention can be modified as appropriate within the scope that does not contradict the gist or concept of the invention that can be read from the claims and the entire specification, and facility customer information management systems and the like that accompany such modifications are also included in the technical concept of the present invention. [Industrial Applicability]

[0183] The technology of the present invention can be suitably used in parking lots attached to or near facilities such as large shopping malls. [Explanation of symbols]

[0184] 100 Parking lot management device 200 Mobile terminals 170 Fare adjustment machine 150···Entrance camera 160···Exit Camera 1000···Facility Customer Information Management System 300 Facility information management device

Claims

1. A facility customer information management system including an entrance camera and a parking lot management device, The entrance camera is installed at the entrance of a parking lot of the facility and captures an entrance image including a vehicle number of a vehicle entering the parking lot, The parking lot management device includes: storing the captured entrance image; When or before the vehicle leaves the parking lot, a vehicle number input screen is displayed on the fee settlement means to allow a user of the vehicle to input the vehicle number of the vehicle that is leaving the parking lot; A search is performed for an entrance image including the vehicle number inputted through the vehicle number input screen from among the stored entrance images; After the vehicle number is inputted on the vehicle number input screen, a questionnaire survey screen is displayed on the fee settlement means; After the answer to the questionnaire survey screen is input, an entrance image selection screen that allows the user to select the entrance image from the search results is displayed on the fee settlement means. Facility customer information management system.

2. 2. The facility customer information management system according to claim 1, a customer database for storing customer information of the facility; The customer information is associated with the vehicle number of the vehicle that entered the parking lot and survey identification information indicating the content of the survey answered by the user of the vehicle, The parking lot management device configures the questionnaire survey screen by excluding the contents of the questionnaire indicated by the questionnaire identification information associated with the vehicle number inputted through the vehicle number input screen. Facility customer information management system.

3. 3. The facility customer information management system according to claim 1, The parking lot management device changes the length of the service time in accordance with at least one of the survey identification information associated with the vehicle number inputted on the vehicle number input screen, the number of survey responses on the day, and the current congestion level of the parking lot, and calculates the fee based on the changed service time. Facility customer information management system.

4. 4. The facility customer information management system according to claim 1, When the fee settlement means is a fee settlement machine connected to the parking lot management device and installed in the parking lot, the questionnaire survey screen is displayed on the fee settlement machine, and when the fee settlement means is a mobile terminal that can be communicatively connected to the parking lot management device, the questionnaire survey screen is displayed on the mobile terminal. Facility customer information management system.

5. 5. The facility customer information management system according to claim 4, The fee settlement means is the fee settlement machine, The fee adjustment machine is equipped with a close-range camera that captures an image of the front of the fee adjustment machine, The parking lot management device determines the number of questionnaire questions to be included in the questionnaire survey screen according to the degree of congestion calculated by analyzing the screen captured by the close-range camera. Facility customer information management system.

6. 5. The facility customer information management system according to claim 4, The charge settlement means is the mobile terminal, The parking lot management device displays a questionnaire survey screen on the mobile terminal when a transmission request for the questionnaire survey screen is received from the mobile terminal at any timing not involving settlement, separately from the questionnaire survey screen that is displayed on the mobile terminal after the vehicle number is input. Facility customer information management system.

7. 7. The facility customer information management system according to claim 4 or 6, The charge settlement means is the mobile terminal, The parking lot management device includes: Acquire the location of the mobile terminal at the time when the vehicle number is input on the vehicle number input screen; The number of questions to be included in the questionnaire survey screen is determined according to the distance between the acquired location of the mobile terminal and the location of the parking lot or the parking location of the vehicle in the parking lot. Facility customer information management system.

8. A facility customer information management method executed by a facility customer information management system, a step of storing an entrance image including a vehicle license plate number of a vehicle entering the parking lot of the facility, the entrance image being photographed by the entrance photographing means at the entrance of the parking lot of the facility; a step of displaying a vehicle number input screen on a fee settlement means when the vehicle leaves the parking lot or before the vehicle leaves the parking lot, the vehicle number input screen prompting a user of the vehicle to enter the vehicle number of the vehicle leaving the parking lot; A step of searching for an entrance image including the vehicle number inputted through the vehicle number input screen from among the stored entrance images; a step of displaying a questionnaire survey screen on the fee settlement means after the vehicle number is input on the vehicle number input screen; a step of displaying, on the charge settlement means, an entrance image selection screen that allows the user to select the entrance image found after the answer to the questionnaire survey screen has been inputted; A facility customer information management method including:

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