Evaluation presentation device, evaluation presentation method, and evaluation presentation program

Abstract

To present evaluation results that are more reliable and objective. [Solution] The information processing device according to the embodiment includes: a first generation unit that generates question content which includes at least a question relating to a predetermined evaluation target and an answer input interface that can accept input of an answer to the question; a first control unit that causes the question content to be displayed on the terminal device; and an acquisition unit that acquires the answer received via the answer input interface, wherein the acquisition unit acquires the answer at a first time and at a second time which is chronologically later than the first time, and derives an evaluation result relating to the predetermined evaluation target based on the answer acquired at the first time and the answer acquired at the second time; a second generation unit that generates evaluation content which includes the evaluation result; and a second control unit that causes the evaluation content to be displayed on the terminal device.

Description

Technical Field

[0007]

[0001] The present invention relates to an evaluation presentation device, an evaluation presentation method, and an evaluation presentation program.

Background Art

[0002] Electronic commerce sites with a rating function have become widespread. The rating function refers to a function in which a user who has purchased a product or used a service evaluates that product or service.

[0003] Patent Document 1 discloses a rating function in which a user who has used a service can evaluate the service with the number of stars on a five-point scale. A browsing user who visits an e-commerce site can grasp the satisfaction of a user who has actually used the service from the evaluation given to the service.

[0004] The rating function is often provided in transactions where the delivery of a product or the provision of a service is completed within a relatively short period of time, and is not considered suitable for business-to-business (BtoB) transactions. This is because in business-to-business transactions, multiple stakeholders are involved in the purchasing decision-making, and even for the same merchandise, the details often vary from transaction to transaction, making it difficult to evaluate using a unified standard.

[0005] The website of Non-Patent Document 1 is a portal site that introduces case studies of merchandise introductions in business-to-business transactions. When a company's purchasing staff procures merchandise, they can also refer to articles on portal sites such as Non-Patent Document 1.

Prior Art Documents

Patent Documents

[0006]

Patent Document 1

Non-Patent Documents

[0007] [Non-Patent Document 1] iPROS website<https: / / marketing.ipros.jp / > [Overview of the Initiative] [Problems that the invention aims to solve]

[0008] However, rating functions still face challenges such as bias in evaluation results due to extreme ratings, and the loss of reliability of evaluation results due to false ratings.

[0009] Furthermore, in inter-company transactions, there is a need for more objective evaluation results regarding the goods being traded.

[0010] This invention has been made in view of the above-mentioned problems, and aims to provide an evaluation presentation method that can present evaluation results with greater reliability and objectivity. [Means for solving the problem]

[0011] An evaluation presentation device according to one aspect of the present disclosure is an evaluation presentation device interconnected with a terminal device via a network, comprising: a first generation unit that generates question content which includes at least a question to the operator of the terminal device relating to a predetermined evaluation target and an answer input interface capable of receiving input of an answer to the question; a first control unit that causes the terminal device to display the question content generated by the first generation unit; and an acquisition unit that acquires the answer received via the answer input interface, wherein the acquisition unit acquires the answer at a first time and at a second time which is chronologically later than the first time, and derives an evaluation result relating to the predetermined evaluation target based on the answer acquired at the first time and the answer acquired at the second time; a second generation unit that generates evaluation content which includes the evaluation result derived by the derivation unit; and a second control unit that causes the terminal device to display the evaluation content generated by the second generation unit. [Effects of the Invention]

[0012] According to this disclosure, an evaluation presentation method can be realized that can present evaluation results that are more reliable and objective. [Brief explanation of the drawing]

[0013] [Figure 1] Figure 1 is a diagram showing an overview example of information processing according to an embodiment. [Figure 2] Figure 2 shows an example of the configuration of an information processing system according to the embodiment. [Figure 3] Figure 3 shows an example of the configuration of an evaluation presentation device according to an embodiment. [Figure 4] Figure 4 shows an example of the contents of the management information stored in the question database according to this embodiment. [Figure 5] Figure 5 shows an example of the contents of the management information stored in the evaluation database according to this embodiment. [Figure 6] Figure 6 shows an example of the configuration of a terminal device according to the embodiment. [Figure 7]FIG. 7 is a diagram showing an example of question content according to an embodiment. [Figure 8] FIG. 8 is a conceptual diagram showing an example of a time-series relationship of answer times according to an embodiment. [Figure 9] FIG. 9 is a diagram showing an example of evaluation content according to an embodiment. [Figure 10] FIG. 10 is a diagram showing an example of evaluation content according to another embodiment. [Figure 11] FIG. 11 is a flowchart showing an example of a processing procedure according to an embodiment. [Figure 12] FIG. 12 is a diagram showing an example of an outline of information processing according to another embodiment. [Figure 13] FIG. 13 is a diagram showing an example of a hardware configuration of a computer according to an embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0014] Embodiments for implementing an evaluation presentation device, an evaluation presentation method, and an evaluation presentation program according to the present application (hereinafter referred to as "embodiments") will be described in detail with reference to the drawings. Note that the evaluation presentation device, the evaluation presentation method, and the evaluation presentation program are not limited by this embodiment. Also, in the following embodiments, the same components are denoted by the same reference numerals, and duplicate descriptions are omitted.

[0015] [Embodiment] [Outline of Information Processing According to the Embodiment] Hereinafter, with reference to FIG. 1, the outline of information processing according to the embodiment will be described. FIG. 1 is a diagram for explaining the outline of information processing according to the embodiment.

[0016] Server 100 is an information processing device that provides a results portal service, primarily for inter-company transactions, enabling the transmission and reception of information related to case studies of product implementation and the viewing of content related to the results achieved by implementing the product. Server 100 can be implemented as a standalone information processing device or as a cloud system. "Product" refers to at least one of the goods and services that are the subject of the transaction.

[0017] The sales terminal device 200 is used by sales representatives (SRs), who are users of the results portal service. The sales terminal device 200 is, for example, a notebook PC (Personal Computer). The results portal service in this embodiment is a service in which, for example, evaluation results are derived from the Q&A between the sales representative (SR) and the customer (CL), and these evaluation results are made available for viewing. The sales representative (SR) can use various services through an application program (hereinafter sometimes referred to as "app") for presenting evaluations, which has a function to link the server 100 and the sales terminal device 200, by pre-installing the app on the sales terminal device 200. In addition, the various services of this results portal service can also be used by accessing the site provided by the server 100 using a general web browser that is pre-installed on the sales terminal device 200.

[0018] The customer terminal device 300 is used by the customer CL, who is the target of the sales representative SR's sales activities. The customer terminal device 300 is, for example, a tablet-type information processing terminal device. In the embodiment of the results portal service, for example, the explanation will be given using the example of the sales representative SR temporarily lending the customer terminal device 300 to the customer CL during a business negotiation with the customer CL, but the customer CL may also access the server 100 using a customer terminal device 300 that is owned by the customer CL themselves. In this embodiment, the business negotiation between the sales representative SR and the customer CL is mainly assumed to be an in-person negotiation at the customer site where the customer CL resides, but this results portal service can also be applied to so-called remote business negotiations where each terminal device is interconnected via a network. The sales representative SR can use various services through the application by pre-installing an evaluation presentation application with a linkage function between the server 100 and the customer terminal device 300 on the customer terminal device 300.

[0019] First, we will explain the procedure for receiving answers to pre-implementation questions from the customer terminal device 300 in S01 to S06. Pre-implementation questions are questions that the sales representative (SR) asks the customer (CL) during the pre-sales phase. The "pre-sales phase" refers to the stage before the product being traded is implemented, and may be the initial business negotiation between the sales representative (SR) and the customer (CL). Pre-implementation questions serve as a kind of interview sheet to investigate what challenges the customer (CL) and the company to which the customer (CL) belongs are facing, and whether the product handled by the sales representative (SR) has the potential to solve these challenges.

[0020] In S01, the sales terminal device 200 instructs the server 100 to start a session. A "session" refers to the series of interactions from when the sales representative (SR) requests the submission of pre-implementation questions until the server 100 derives the evaluation results. In S02, the server 100 sends the pre-implementation question content to the customer terminal device 300. The pre-implementation question content includes an answer input interface that accepts the input of answers. In S03, the customer (CL) checks the content of the questions displayed on the customer terminal device 300 handed to them by the sales representative (SR), and enters their answers to the pre-implementation questions into the answer input interface.

[0021] When a customer CL inputs a response to the response input interface, in S04, the customer terminal device 300 sends the received response to the server 100. Details of the question will be described later. In S05, the server 100 stores the response received from the customer terminal device 300 in its storage unit. Next, in S06, the server 100 sends the response content generated based on the response received in S05 to the sales terminal device 200. The response content is content that shows the response result received from the customer CL, and in this embodiment, it includes at least the content of the response selected for the question. When the sales terminal device 200 receives the response content from the server 100, it displays the received response content (not shown) on the display unit 650 of the sales terminal device 200.

[0022] Next, in steps S11 to S15, the procedure for receiving answers to post-implementation questions from the customer terminal device 300 will be described. Post-implementation questions are questions that the sales representative (SR) asks the customer (CL) during the post-sales stage. The "post-sales stage" refers to the stage after the product subject to the transaction has been introduced, and may also be a meeting in which the sales representative (SR) provides support to the customer (CL). Post-implementation questions serve as a hearing sheet to investigate the results of the introduced product from the customer (CL). The results of the product may include, for example, whether the introduced product is functioning, whether there are any malfunctions in the introduced product, and how much economic benefit has been brought about by the introduced product.

[0023] In S11, the sales terminal device 200 instructs the server 100 to send the post-implementation question content. In S12, the server 100 sends the post-implementation question content to the customer terminal device 300. The post-implementation questions include an answer input interface that accepts the input of answers. In S13, the customer CL checks the post-implementation questions displayed on the customer terminal device 300 handed to him by the sales representative SR, and enters his answers to the post-implementation questions into the answer input interface.

[0024] When a customer CL inputs an answer to the answer input interface, in S14, the customer terminal device 300 transmits the received answer to the server 100. In S15, the server 100 stores the answer received from the customer terminal device 300 in its storage unit. Next, in S16, the server 100 derives an evaluation result based on the answers to the pre-implementation questions and the answers to the post-implementation questions. In this embodiment, the points (scores) associated with each answer are aggregated to derive the evaluation result. The server 100 generates evaluation content that includes the evaluation result.

[0025] In S17, the server 100 transmits the response content generated based on the responses received in S15 to the sales terminal device 200. Similarly, the server 100 transmits the evaluation content generated in S16 to the sales terminal device 200. The evaluation content includes evaluation results derived based on the answers to pre-implementation questions and answers to post-implementation questions, and in this embodiment, it includes evaluation results in which scores associated with these answers are aggregated. When the sales terminal device 200 receives the response content from the server 100, it displays the received response content on the display unit 650 of the sales terminal device 200. This response content may also be displayed on the display unit 650 of the customer terminal device 300 and presented to the customer CL.

[0026] Next, the procedure for displaying evaluation content on the display unit 650 of the viewer terminal device 400 will be described in S31-S32. The viewer terminal device 400 is an information processing terminal operated by a non-party to the business negotiation (for example, a visitor VIS to the results portal site). In S31, when the viewer terminal device 400 receives a request to view evaluation content from the visitor VIS, it sends the request to view evaluation content to the server 100. In S32, in response to the viewing request received in S31, the server 100 sends the evaluation content generated in S16 to the viewer terminal device. When the viewer terminal device 400 receives the evaluation content from the server 100, it displays the received evaluation content on the display unit 650 of the viewer terminal device 400.

[0027] [An example of an information processing system configuration] Figure 2 shows an example configuration of an information processing system according to an embodiment. The information processing system SYS includes a server 100, a sales terminal device 200, a customer terminal device 300, and a viewer terminal device 400. These information processing devices are connected to each other via a network NW so that they can communicate with one another. The network NW may be wired, wireless, or a combination of wired and wireless, and may include, for example, a LAN (Local Area Network), a WAN (Wide Area Network), and the Internet.

[0028] In Figure 2, each information processing device is shown as a single unit for each type, but these are merely examples, and multiple units may be included in each configuration. Furthermore, other devices not shown in Figure 2 may also be included. The sales terminal device 200, customer terminal device 300, and viewer terminal device 400 can connect to the network NW via wireless communication networks such as LTE (Long Term Evolution) and 5G (5th Generation) mobile communication systems, and communicate with other information processing devices. The sales terminal device 200, customer terminal device 300, and viewer terminal device 400 can also connect to the network NW via short-range wireless communication such as Bluetooth® and WiFi, and communicate with other information processing devices.

[0029] [Server Configuration] Figure 3 is a diagram showing an example configuration of server 100 according to the embodiment. Server 100 is an example of an evaluation presentation device. Hereinafter, an example of the functional configuration of server 100 will be described with reference to Figure 3. Server 100 according to the embodiment has a communication unit 110, a storage unit 120, and a control unit 130.

[0030] (Communications Department 110) The communication unit 110 is, for example, a NIC (Network Interface Card). The communication unit 110 is connected to the network NW by wire or wireless and exchanges information with the sales terminal device 200, the customer terminal device 300, and the viewer terminal device 400.

[0031] (Storage unit 120) The storage unit 120 is, for example, an HDD (Hard Disk Drive). The storage unit 120 stores programs and data used for control and calculations in the control unit 130. The storage unit 120 is implemented by a storage device such as an HDD, or a semiconductor memory element such as RAM (Random Access Memory). The storage unit 120 in this embodiment has a question DB (Data Base) 121 and an evaluation DB 122.

[0032] (Question DB121) The Question DB 121 stores management information regarding questions and answers exchanged between sales representatives (SRs) and customer clients (CLs), who are users of the results portal service. Figure 4 shows an example of the contents of the management information stored in the Question DB 121 according to this embodiment. As shown in Figure 4, the Question DB 121 includes a Question Table 410 and an Answer Table 420.

[0033] Question Table 410 is a table that stores the specific content of questions asked to the Customer CL. The "Question ID" is an identifier used to uniquely identify questions asked to the Customer CL in the results portal service. The "Question" is text data that describes the specific content of the question asked to the Customer CL. In this embodiment, we will explain an example where the product handled by the sales representative SR is "support for the introduction of information equipment." Figure 4 shows an example in which the question "Can your company's information equipment handle sudden increases in access?" related to support for the introduction of information equipment is stored in Question Table 410, associated with Question ID "Q001".

[0034] The response table 420 is a table that stores the specific content of the responses received from customer CLs. The "Response ID" is an identifier used to uniquely identify the responses received from customer CLs in the results portal service. The "Response" is text data describing the specific content of the responses received from customer CLs. When these questions are sent to the customer terminal device 300, the content of the responses is displayed in a multiple-choice format. "Points" is a score awarded when the corresponding response is selected. This score is defined as numerical data, and in this embodiment, the highest score of 10.0 is assigned to "I agree (A001)" and the lowest score of 0.0 is assigned to "I disagree (A005)".

[0035] (Evaluation DB122) The evaluation DB 122 stores management information for sessions, which are a series of interactions between a sales representative (SR) and a customer (CL), as well as management information related to product and company-level evaluations. Figure 5 shows an example of the contents of the management information stored in the evaluation DB 122 according to this embodiment. As shown in Figure 5, the evaluation DB 122 includes a session table 510, a product evaluation table 520, and a company evaluation table 530.

[0036] Session Table 510 is a table for managing information about the session being evaluated. Session Table 510 stores answers to pre-implementation questions and answers to post-implementation questions in an associated manner. "Session ID" is an identifier that uniquely identifies the session being evaluated. "Company" is the name of the company providing the product and being evaluated. "Customer" is the name of the customer who is evaluating the product. "Product" is the name of the product being evaluated. "Answer Type" is information to identify whether the answer was obtained before or after implementation. "Answer Date and Time" indicates the time when the answers to pre-implementation questions and post-implementation questions were obtained. "Implementation Schedule" indicates the planned implementation date of the product being evaluated. "Respondent" is information such as the name, affiliation, and position of the customer who answered the question. "Question ID" is an identifier to identify the content of the question. "Answer ID" is an identifier to identify the content of the answer. In this embodiment, a subtable stores combinations of questions (Q001, Q002, ...) and corresponding answers (A001, A002, ...) from a session. The information stored in this subtable allows for the identification of answers to questions and the aggregation of answer scores. The product evaluation table 520 is a table that stores evaluation results aggregated with a focus on a specific product (e.g., X Service). The company evaluation table 530 is a table that stores evaluation results aggregated with a focus on a specific company (e.g., Company X).

[0037] (Control unit 130) The control unit 130 is implemented by a CPU (Central Processing Unit) or MPU (Micro Processing Unit), and is executed by various programs stored in the storage unit 120 of the server 100 using RAM (Random Access Memory) as the working area. The type of processor is not limited to these, and it can also be implemented by integrated circuits such as FPGAs (Field Programmable Gate Arrays) or ASICs (Application Specific Integrated Circuits). The control unit 130 in this embodiment has a generation unit 131, an aggregation unit 132, and an output unit 133. Furthermore, the control unit 130 functions as a first control unit for displaying question content on the customer terminal device 300, and as a second control unit for displaying evaluation content on each terminal device (200, 300, 400).

[0038] (Generation unit 131) The generation unit 131 generates content to be displayed on the display unit 650 of each terminal device (200, 300, 400). The content in this embodiment includes, for example, question content for obtaining answers from customer CLs, and evaluation result content for presenting evaluation results.

[0039] (Aggregation Section 132) The aggregation unit 132 aggregates response scores from the responses stored in the session table 510. The response scores include at least two types of response scores: the response score before implementation and the response score after implementation. The aggregation unit 132 refers to the session table 510 and aggregates the points associated with the response ID.

[0040] Using session table 510 in Figure 5 as an example, the sum of A004(2.5)+A003(5.0)+A005(0.0)+A005(0.0)+A004(2.5)... stored in the "Response ID" column is aggregated as the response score before implementation. The numbers in parentheses indicate the points shown in Figure 4. In this example, for convenience, the response score before implementation corresponding to session ID: S001 is assumed to be "45.0" for the following explanation. Similarly, the sum of A001(10.0)+A002(7.5)+A002(7.5)+A003(5.0)+A001(10.0)... stored in the "Response ID" column is aggregated as the response score after implementation. In this example, for convenience, the response score after implementation corresponding to session ID: S001 is assumed to be "75.0" for the following explanation.

[0041] (Derivation part 133) The derivation unit 133 derives evaluation results (evaluation results per session, evaluation results per product, and evaluation results per company) based on the pre-implementation response scores and post-implementation response scores compiled by the aggregation unit 132. Details of the evaluation results will be described later.

[0042] [Terminal device configuration] Figure 6 shows an example of the configuration of a terminal device 600 according to the embodiment. In this embodiment, the terminal device 600 implements a sales terminal device 200, a customer terminal device 300, and a viewer terminal device 400. Hereinafter, an example of the functional configuration of the terminal device 600 will be described with reference to Figure 6. The terminal device 600 according to the embodiment has a communication unit 610, a storage unit 620, a control unit 630, an input unit 640, and a display unit 650.

[0043] (Communications Section 610) The communication unit 610 is, for example, a network interface card (NIC). The communication unit 610 is connected to the network NW by wire or wireless connection and exchanges information with the server 100 and other devices.

[0044] (Storage unit 620) The storage unit 620 stores programs and data used for control and calculations in the control unit 630. The storage unit 620 is implemented using a storage device such as an HDD or a semiconductor memory element such as RAM.

[0045] (Control unit 630) The control unit 630 is implemented by a CPU or MPU, and is executed by various programs stored in the terminal device's memory unit 620 using RAM as a working area. The type of processor is not limited to these, and it can also be implemented by integrated circuits such as FPGAs or ASICs. The control unit 630 in this embodiment includes a display control unit 631.

[0046] (Display control unit 631) The display control unit 631 performs control to output various content transmitted from the server 100 to the display unit 650. The information transmitted from the server 100 to the terminal device 600 may be information described in a stylesheet language such as CSS (Cascading Style Sheets), or a markup language such as XML (Extensible Markup Language) or HTML (Hypertext Markup Language). Alternatively, the information transmitted from the server 100 to the terminal device 600 may be information described in a data description language such as JSON (JavaScript Object Notation). In this case, the display control unit 631 interprets the contents of these description languages ​​and generates display information to be drawn on the display unit 650.

[0047] (Input section 640) The input unit 640 is, for example, a mouse, keyboard, scanner, microphone, or various other input devices, and can receive various types of information from the operator of the terminal device 600.

[0048] (Display section 650) The display unit 650 is, for example, a display and can display drawing information generated by the display control unit 631. Alternatively, the display unit 650 may be an external display connected to the outside of the terminal device via an input / output interface such as USB. If the display unit 650 is a touch panel display, the touch panel display performs the functions of both the input unit 640 and the display unit 650.

[0049] [Question Content] Figure 7 shows an example of a question content display screen 700 according to the embodiment. The question content display screen 700 is displayed on the display unit 650 of the customer terminal device 300 and includes a question 710 and a pull-down menu 720. The navigation elements (arrows) on the display screen 700 are an operation interface for transitioning to display screens of other display areas that are not currently displayed.

[0050] Question 710 is a set of questions related to the product being evaluated. For example, one question might be, "Can your company's information equipment handle sudden increases in access?" The pull-down menu 720, pull-down button 721, and pull-down menu 722 are user interfaces (UI) that allow customer users (CL) to input answers. When the pull-down button 721 is pressed, multiple answer options will be displayed in the pull-down menu 722.

[0051] In this embodiment, five answer options, "Agree," "Somewhat agree," "Neither agree nor disagree," "Somewhat disagree," and "Disagree," are displayed in the pull-down menu 722. When one of the answer options displayed in the pull-down menu 722 is selected and a submit button (not shown) is pressed, the answer selected on the question content display screen 700 is sent from the customer terminal device 300 to the server 100 in a data format associated with the question. When the server 100 receives the answer, it is stored in the corresponding session table 510. The answers obtained from the question content display screen 700 are automatically aggregated into an answer score by the server 100 and used to derive the evaluation results described later.

[0052] In this embodiment, the same question content is generated for both pre-implementation and post-implementation questions and presented on the display unit 650 of the customer terminal device 300. Although the questions are the same in content, the pre-implementation and post-implementation questions have different purposes. Specifically, the pre-implementation questions serve as a hearing sheet to investigate what challenges the customer client (CL) and the company to which the customer client belongs are facing, and whether the products handled by the sales representative (SR) have the potential to solve these challenges. On the other hand, the post-implementation questions serve as a hearing sheet to investigate the results of the products implemented by the customer client.

[0053] [Explanation of response timing] Figure 8 is a conceptual diagram showing the chronological relationship of response timing in an embodiment. Figure 8 shows the timing of obtaining responses regarding Service X from multiple customers (Company A, Company B, Company C, and Company D) plotted on a timeline. In Figure 8, the rightward axis represents the passage of time and indicates the chronological relationship of response acquisition. A white circle (〇) indicates the time when responses to pre-implementation questions were obtained, and a black circle (●) indicates the time when responses to post-implementation questions were obtained. For example, timeline 810 means that customer A provided responses to pre-implementation questions in October 2023, before implementing Service X, and provided responses to post-implementation questions in December 2024. Similarly, timelines 820, 830, and 840 show the timing of responses from customers B, C, and D. The evaluation method in the embodiment obtains the responses necessary for aggregating response scores at at least two points in time: before and after the implementation of the product being evaluated.

[0054] Furthermore, in the case of business-to-business (B2B) transactions, such as information equipment implementation support services, the time it takes for a product to be implemented often depends on the customer's circumstances. Therefore, the period from obtaining pre-implementation responses to obtaining post-implementation responses is, so to speak, asynchronous information for each company implementing the product being evaluated. The evaluation presentation device 100 in this embodiment manages such asynchronous response timing using a session table 510, making it possible to compare the improvement value (improvement rate) of the response score per unit time among multiple customers.

[0055] [Evaluation Content] Figure 9 shows an example of a display screen 900 of evaluation content according to the embodiment. The display screen 900 of evaluation content is displayed on the display unit 650 of each terminal device (200, 300, 400) and includes display areas (910, 920, 930) for displaying each evaluation result. The navigation elements (arrows) of the display screen 900 are an operation interface for transitioning to display screens of other display areas that are not currently displayed.

[0056] Display area 910 is for presenting the evaluation results for Service X, which has been implemented at client company A, on a per-session basis. Display area 910 displays the client name, Company A, along with the "credibility score," "achieved value," "improvement value," and "improvement rate" for Service X. Note that "P" stands for points and "%" stands for percentage.

[0057] [Session-based evaluation results] As mentioned above, the derivation unit 133 of the server 100 derives the evaluation result based on the response score before implementation and the response score after implementation. Here, we will explain using the example where the response score before implementation is 45.0 and the response score after implementation is 72.5, as aggregated from the "Response ID" column of the session table 510 in Figure 5.

[0058] The "credibility score" is calculated by adding the improvement score (a value indicating how much the response score improved before and after the introduction of the product being evaluated) to the satisfaction level of the customer (a value indicating how satisfied the customer is). In this example, the credibility score = (72.5 - 45.0 + 72.5) = 100P.

[0059] The "achieved value" is a value that indicates how satisfied customers are, and the response score after implementation is used as is. In this example, the achieved value = 72.5P.

[0060] The "improvement value" is a value that indicates how much the response score improved before and after the introduction of the product being evaluated. It is calculated by subtracting the response score before introduction from the achieved value (response score after introduction). In this example, the improvement value = 72.5 - 45.0 = 27.5P.

[0061] The "improvement rate" is the percentage that shows how much the response score improved before and after the introduction of the product being evaluated. It is calculated by dividing the achieved value (response score after introduction) by the response score before introduction. In this example, the improvement rate = 72.5 ÷ 45.0 ≈ 161.1%.

[0062] [Evaluation results per product] Display area 920 is an area for displaying evaluation results derived for each X service, which is the product being evaluated. The evaluation results focusing on X service are extracted from the evaluation results of all sessions in which the product is "X service". This can be said to be a numerical representation of the trust obtained from customers who have introduced X service. Hereafter, sessions in which the product is "X service" will be referred to as "focused service sessions" for convenience. Furthermore, an embodiment in which "cumulative trust value", "average realized value", "average improvement value" and "average improvement rate" are derived as evaluation results for each product will be described.

[0063] The "cumulative credit score" is the cumulative credit score of the featured service sessions. As shown in Figure 9, if the customers who implemented Service X were four companies, A, B, C, and D, the cumulative credit score would be 100.0 (Company A) + 107.5 (Company B) + 85.5 (Company C) + 92.5 (Company D) = 385.5 P.

[0064] The "average achieved value" is the cumulative achieved value of the service sessions of interest divided by the number of service sessions of interest. As shown in Figure 9, if the customers who introduced the X service were four companies, A, B, C, and D, then the average achieved value = (72.5 (A) + 80.0 (B) + 70.0 (C) + 67.5 (D)) ÷ 4 = 72.5P.

[0065] The "average improvement value" is calculated by dividing the cumulative improvement value of the featured service sessions by the number of featured service sessions. As shown in Figure 9, if the customers who implemented Service X were four companies, A, B, C, and D, then the average improvement value = (27.5 (A) + 27.5 (B) + 15.5 (C) + 25.0 (D)) ÷ 4 ≈ 23.8P.

[0066] The "average improvement rate" is calculated by dividing the cumulative improvement rate of the featured service sessions by the number of featured service sessions. As shown in Figure 9, if the customers who introduced Service X were four companies, A, B, C, and D, then the average improvement rate = (161.1 (Company A) + 152.3 (Company B) + 128.4 (Company C) + 158.8 (Company D)) ÷ 4 ≈ 150.1%.

[0067] [Company-level evaluation results] Display area 930 is for displaying evaluation results derived on a per-company basis for company X, the provider of the goods or services. The evaluation results focusing on company X are extracted from the evaluation results of all sessions in which company X is the provider. This can be said to be a numerical representation of the trust obtained from customers who do business with company X. Hereafter, sessions in which company X is the provider will be referred to as "featured company sessions" for convenience.

[0068] In this embodiment, the same type of evaluation results are derived for both company-level and product-level evaluations. Specifically, the "cumulative credit score," "average realized value," "average improvement value," and "average improvement rate" are derived for company-level evaluations as well. When deriving the "cumulative credit score," "average realized value," "average improvement value," and "average improvement rate" for company-level evaluations, the credit score, realized value, improvement value, and improvement rate of the featured company session are used, respectively. The rest of the process is the same as for calculating company-level evaluations, so further explanation is omitted.

[0069] [Another embodiment of evaluation content] Figure 10 shows an example of a display screen 1000 for evaluation content according to another embodiment. The display screen 1000 for evaluation content includes display areas (1010, 1020, 1030, 1040) for displaying evaluation results. In the evaluation content of the other embodiment, evaluation results may be displayed not only numerically but also visualized using visual elements such as images, graphs, and icons. In the display screen 1000 shown in Figure 10, icons (1011, 1021, 1031, 1041) are displayed in the display areas (1010, 1020, 1030, 1040) respectively, so that evaluation results on a session basis can be compared. In addition, decorative numbers (1012, 1022, 1032, 1033) displayed superimposed on the icons represent the corresponding "improvement values".

[0070] The icons shown in Figure 10 are symbols that schematically represent the evaluation results on a session-by-session basis. For example, in icon 1011, the length of the arrow, which is the shape of the icon, is drawn to correspond to the "improvement value". The slope of icon 1011, relative to the horizontal direction, represents the increase in the improvement value per unit period. A unit of time is, for example, one month. As shown in time series 810 in Figure 8, the period from obtaining answers to pre-implementation questions from Company A to obtaining answers to post-implementation questions is 14 months. Company A's improvement value for service X is "27.5", and the slope of icon 1010 is determined based on the relationship between this improvement value (27.5) and the implementation period of service X (14 months).

[0071] Similarly, for the other icons (1021, 1031, 1041), the length and slope of the arrow, which is the shape of the icon, are drawn based on the evaluation results for the corresponding session. Comparing icon 1021 with icon 1031, icon 1021 has a longer arrow and a steeper slope. This indicates that company B's implementation period (10 months) is shorter than company C's implementation period (17 months), and company B's improvement value (27.5) is greater. In this way, by visualizing all or part of the evaluation results in the evaluation content using images, graphs, icons, etc., the evaluation results can be expressed in an intuitive and easy-to-understand form.

[0072] [Processing flow for evaluation submission] Figure 11 is a flowchart showing an example of the evaluation presentation process according to the embodiment. The details of the evaluation presentation process according to the embodiment will be described below with reference to the flowchart in Figure 11.

[0073] In S101, server 100 accepts the answer to the question. This answer is information entered via the question content display screen 700 mentioned above.

[0074] In S102, the control unit 130 stores the response received in S101 in the session table 510. At this time, the control unit 130 stores session management information in the session table 510 along with the response. Session management information includes, for example, the response type indicating whether the response was made before or after implementation, the date and time of the response, and information such as the respondent.

[0075] In S103, the control unit 130 determines whether the answer stored in S102 is an answer to a post-implementation question. If it is not an answer to a post-implementation question (S103: NO), the procedure in this flowchart is terminated. The pre-implementation answer is used later, along with the post-implementation answer, to compile the answer score. If it is an answer to a post-implementation question (S103: YES), the process proceeds to S104.

[0076] In S104, the aggregation unit 132 aggregates the response scores based on the responses before and after implementation. As described above, the response scores in this embodiment are obtained by identifying the points corresponding to the response IDs stored in the session table 510 and aggregating the points corresponding to these groups of responses. Furthermore, these response scores are aggregated into two types: the response scores before implementation and the response scores after implementation.

[0077] In S105, the derivation unit 133 derives the evaluation results for each session based on two types of scores: the pre-implementation response score and the post-implementation response score, which were aggregated in S104. The specific method for deriving the evaluation results is as described above.

[0078] In S106, the derivation unit 133 derives evaluation results for each product and for each company. The specific method for deriving the evaluation results is as described above.

[0079] In S107, the generation unit 131 generates evaluation content. The evaluation content is, for example, a display screen 900 (Figure 9). The server's control unit 130 receives requests to view the evaluation content from each terminal device (200, 300, 400) and transmits the evaluation content to each terminal device. Each terminal device displays the received evaluation content on the display unit 650.

[0080] By performing the above processing steps, the display screen 900 (display screen 1000) of the evaluation content will be presented to the display unit 650 of each terminal device (200, 300, 400). Once the process in S107 is completed, the steps in the flowchart shown in Figure 11 are finished.

[0081] As explained above, the evaluation presentation method according to the embodiment can evaluate the product and its provider based on answers to questions before and after implementation. Unlike conventional evaluation methods that simply request ratings from users of a product or service, the evaluation method according to the embodiment obtains answers from the customer to questions for non-rating purposes (such as investigating the customer's challenges and investigating the results of the product after implementation). The answers to these questions reflect, so to speak, how the customer themselves feels about the product and its provider regarding the implementation of the product. Based on these answers, the changes before and after the implementation of the product, and the results before and after the implementation of the product, are quantified and presented as evaluation results.

[0082] Furthermore, in case studies of products in inter-company transactions, it is common for a third party other than the customer to create the case study article (Non-Patent Literature 1). In this respect, according to the evaluation presentation method of the embodiment, the customer CL can take the initiative to participate in the evaluation process, just as with products that are the subject of short-term transactions. With this configuration, the evaluation presentation method according to the embodiment can present evaluation results that are more reliable and objective.

[0083] [Other embodiments] (Controlling the acquisition of responses) As explained above, the evaluation presentation method according to the embodiment described above is characterized by evaluating the product and its provider based on the answers to questions before and after implementation. In the embodiment described above, it is assumed that a sales representative (SR) prompts the customer (CL) to input answers to questions during a business negotiation. The embodiment may not only involve offline (face-to-face business negotiation) question-and-answer sessions, but may also involve all or part of the question-and-answer session being conducted online (mutual communication between the server 100 and the customer terminal device 300). Below, an embodiment in which part of the question-and-answer session with the customer (CL) is executed under the control of the server 100 will be described.

[0084] Figure 12 is a diagram illustrating the overview of information processing according to another embodiment. Each device (100, 200, 300, 400) is the same as in the previously described embodiment. Furthermore, the procedure for receiving answers to pre-implementation questions from the customer terminal device 300 in S01 to S06 is also the same as in the previously described embodiment.

[0085] Next, the procedure from S21 to S27 for obtaining answers to questions after implementation will be described. This procedure from S21 to S27 is the difference from the previously described embodiment. In S21, the control unit 130 of the server 100 detects the timing for sending the post-implementation question content. The "scheduled implementation" information stored in the session table 510 is used to detect this timing. The control unit 130 detects whether the time information managed by the server 100 has reached the scheduled implementation time. When the scheduled implementation time is reached, in S22, the server 100 sends the post-implementation question content to the customer terminal device 300. In S23, the customer CL checks the post-implementation questions displayed on the customer terminal device 300 handed to them by the sales representative SR, and inputs the answers to the pre-implementation questions into the answer input interface. This "scheduled implementation information" can be stored in the session table 510 by any method. For example, when a sales representative (SR) views the response content (S06), they can input information about the timing of product introduction, which they learned from a customer (CL), via the sales terminal device 200 and store it in the session table 510.

[0086] When a customer CL inputs an answer to the answer input interface, in S24, the customer terminal device 300 sends the accepted answer to the server 100. In S25, the server 100 stores the answer received from the customer terminal device 300 in its storage device. Next, in S26, the server 100 derives an evaluation result based on the answers to the pre-implementation questions and the answers to the post-implementation questions. In S27, the server 100 sends the answer content generated based on the answer received in S25 to the sales terminal device 200. Similarly, the server 100 sends the evaluation content generated in S26 to the sales terminal device 200. Next, the viewer terminal device 400 performs a procedure to display the evaluation content on its display unit 650. These procedures (S31-S32) are the same as in the embodiment described above.

[0087] As explained above, according to other embodiments, the server 100 can automatically initiate the question-and-answer session necessary to derive the evaluation results at predetermined times. This not only reduces the burden on sales representatives (SRs), but also enables question-and-answer sessions with customers (CLs) at appropriate times, making it possible to present evaluation results that are more reliable and objective.

[0088] (Adjustment and control of response scores) In the above-described embodiment, the same question content was generated for both the pre-implementation and post-implementation questions and presented on the display unit 650 of the customer terminal device 300. Furthermore, in the above-described embodiment, as shown in Figure 8, it is assumed that the pre-implementation and post-implementation questions are asked of the customer CL with a reasonable time interval between them. In this regard, if the content of the pre-implementation and post-implementation questions changes due to reasons such as changes in the product specifications, the aggregation unit 132 may be given a function to adjust the answer scores in order to ensure the comparability of the answer scores before and after the change.

[0089] Specifically, the aggregation unit 132 pre-calculates score adjustment parameters to be applied to responses to questions after implementation using statistical methods such as the least squares method, and stores the calculated score adjustment parameters in the storage unit 120. Then, when aggregating the response scores (S104), the score adjustment parameters are applied to the points (scores) corresponding to the responses (response IDs), and the points (scores) after application are aggregated. In this way, by using the response scores adjusted with score adjustment parameters, even if there are changes in the content of the questions before and after implementation, the evaluation results can be derived by assuming that the responses were obtained using a unified standard.

[0090] Various known methods can be applied to calculate the score adjustment parameters. For example, one possible method is to conduct a bridge survey in which participants answer both the original and modified questions, store these response scores as adjustment values ​​in the memory unit 120, and derive a linear regression model based on these adjustment values.

[0091] As explained above, according to other embodiments, even if there are changes in the content of the questions before and after implementation, the response scores can be adjusted to simulate that the responses were obtained using a unified standard, and evaluation results can be derived. This makes it possible to present evaluation results that are more reliable and objective.

[0092] [Computer hardware configuration] The server 100 and terminal device 600 of this embodiment can be implemented, for example, by the computer 2000 shown in Figure 13. Figure 13 is a diagram showing an example of the hardware configuration of the computer 2000 that implements the functions of the server 100 and terminal device 600 according to this embodiment.

[0093] Computer 2000 is interconnected via bus 2100, with a CPU 2110, ROM (Read Only Memory) 2120, RAM 2130, storage device 2140, network interface 2150, and input / output interface 2160. Computer 2000 is connected to a network NW via network interface 2150. Furthermore, computer 2000 is connected to a display device 2200, an input device 2300, and an output device 2400 via input / output interface 2160.

[0094] The CPU 2110 reads programs stored in the ROM 2120, RAM 2130, and storage device 2140 into the primary storage area and executes various processes. The RAM 2130 is preferably used as the primary storage area. The ROM 2120 and storage device 2140 are preferably used as the secondary storage area, and store data used by the CPU 2110 for calculations and various databases. By reading programs into the primary storage area and executing them, the CPU 2110 realizes functions similar to the control unit 130 of the server 100, or functions similar to the control unit 630 of the terminal device 600.

[0095] The network interface 2150 is, for example, a NIC, which receives data from other computers connected to the network NW and transmits data to other computers connected to the network NW. The input / output interface 2160 is, for example, a USB (Universal Serial Bus), which is an interface that accepts information input from various input devices 2300 such as a mouse, keyboard, scanner, and microphone. The input / output interface 2160 is also an interface for transmitting information to various output devices 2400 such as a display monitor, printer, and speaker. Smartphones and tablet-type information terminals can accept various types of information input via a touch panel display. In this case, the touch panel display provides both the functions of an input device 2300 and an output device (display) 2400.

[0096] Although embodiments have been described in detail above with reference to the drawings, these are merely examples, and the present invention can be implemented in various forms based on the knowledge of those skilled in the art. [Explanation of symbols]

[0097] 100 servers 110 Communications Department 120 Storage section 121 Question Database 122 Evaluation DB 130 Control Unit 200 Sales terminal equipment 300 Customer terminal devices 400 Viewer terminal devices Display screen for 700 question contents 900 Rating Content Display Screen SYS Information Processing System NW Network

Claims

1. An evaluation presentation device that is interconnected with terminal devices via a network, A first generation unit generates question content which includes at least a question to the operator of the terminal device for investigating the status of the organization to which the operator belongs, and an answer input interface capable of receiving input of answers to the question. A first control unit that causes the question content generated by the first generation unit to be displayed on the terminal device, An acquisition unit that acquires the response received via the response input interface, the acquisition unit acquires the response at a first time and at a second time which is chronologically later than the first time, A derivation unit that derives evaluation results regarding the change in the situation based on the responses obtained in the first period and the responses obtained in the second period, A second generation unit generates evaluation content including the evaluation results derived by the derivation unit, The system includes a second control unit that causes the evaluation content generated by the second generation unit to be displayed on the terminal device. Evaluation presentation device.

2. The content of the question in the first period is the same as the content of the question in the second period. The evaluation presentation device according to claim 1.

3. The first period is the period before the specified product is provided to the organization to which the operator belongs. The second period is characterized by being a period after the merchandise has been provided to the organization to which the operator belongs. The evaluation presentation device according to claim 1.

4. The questions in the first period described above are questions to hear about the challenges of the organization to which the operator belongs, based on the situation before the goods were provided to the organization to which the operator belongs. The questions asked during the second period are characterized by being questions designed to gather information on the results that the product has brought to the organization to which the operator belongs, based on the situation after the product has been provided to the organization to which the operator belongs. The evaluation presentation device according to claim 3.

5. The evaluation content is characterized in that it includes, at least, a score based on responses obtained during the first period and a score based on responses obtained during the second period in the evaluation results. The evaluation presentation device according to claim 1.

6. The evaluation content is characterized in that it includes, at least in the evaluation results, information showing the change from the score based on the responses obtained in the first period to the score based on the responses obtained in the second period. The evaluation presentation device according to claim 1.

7. The information indicating the aforementioned changes is characterized by being visualized and displayed using visual elements. The evaluation presentation device according to claim 6.

8. The system further includes an aggregation unit that adjusts the score based on the answers obtained in the second period using adjustment parameters calculated in accordance with the changes in the content of the questions in the first period and the content of the questions in the second period. The evaluation presentation device according to any one of claims 5 to 7.

9. A method for evaluating and presenting information processing devices that are interconnected with terminal devices via a network, A first generation step of generating question content which includes at least a question to the operator of the terminal device for investigating the status of the organization to which the operator belongs, and an answer input interface capable of receiving input of answers to the question, A first control step involves displaying the question content generated in the first generation step on the terminal device, An acquisition step in which the response received via the response input interface is acquired, wherein in the acquisition step, the response is acquired in a first period and in a second period which is chronologically later than the first period. A derivation step of deriving an evaluation result regarding the change in the situation based on the responses obtained in the first period and the responses obtained in the second period, A second generation step generates evaluation content including the evaluation results derived in the derivation step, The second control step includes causing the evaluation content generated in the second generation step to be displayed on the terminal device. Evaluation presentation method.

10. To a terminal device and a computer that is interconnected via a network, A first generation procedure for generating question content that includes at least a question to the operator of the terminal device for investigating the status of the organization to which the operator belongs, and an answer input interface capable of receiving input of answers to the question, A first control procedure for displaying the question content generated in the first generation procedure on the terminal device, An acquisition procedure for acquiring the response received via the response input interface, wherein the response is acquired in a first period and in a second period that is chronologically later than the first period. A derivation procedure for deriving evaluation results regarding the change in the situation based on the responses obtained in the first period and the responses obtained in the second period, A second generation procedure for generating evaluation content including the evaluation results derived in the above derivation procedure, The procedure includes a second control procedure for displaying the evaluation content generated in the second generation procedure on the terminal device. Evaluation presentation program.

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