Information processing device, information processing program, and information processing method

Abstract

We provide technology that enables aggregation that takes customer attributes into account. [Solution] The information processing device solves the above problem by comprising: an identification unit that identifies a customer and issues a second identification unit to the customer in response to a customer's order or visit request, which includes a first identification unit transmitted from an information communication terminal when a customer places an order for goods or services via an information communication terminal; a transmission unit that sends predetermined notification information to the customer using the first identification unit, which includes access destination information to pre-set questionnaire information to which the second identification unit has been added, based on a predetermined status of predetermined information based on the order request; and an aggregation unit that acquires response information to the questionnaire information to which the second identification unit has been added, and aggregates the response information based on the customer's attributes corresponding to the second identification unit.

Description

Technical Field

[0001] The present invention relates to an information processing apparatus, an information processing program, and an information processing method.

Background Art

[0002] With the development of communication technology, a reservation system is known that connects to the Internet and makes reservations for seats in stores, event venues, etc. via, for example, a website. In this case, the user can access a web server device that manages the website using a user terminal such as a personal computer (PC), smartphone, or tablet terminal, and input the information necessary for the reservation to make a reservation for the store.

[0003] On the other hand, a store terminal (personal computer, tablet, etc.) is installed in a store where seats are reserved via a website. Thereby, a person in charge of the store can confirm the reservation details received on the website via the store terminal.

[0004] By the way, in recent years, a business operator (survey subject) may conduct a questionnaire survey on customers who have received services in a store or the like. Regarding such a system for questionnaires, the following technologies are disclosed.

[0005] As a first technology, a survey management system for efficiently disclosing survey results to stakeholders has been disclosed (for example, Patent Document 1). Patent Document 1 discloses a survey management system that displays aggregated results of responses obtained from respondents to a survey conducted by a research entity, comprising: a storage means for storing viewing permission information that defines the viewing permission for responses set for each question; an aggregation means for aggregating responses for each question based on the survey results for a survey containing multiple questions; and a display means for displaying a management screen for displaying the aggregated results and transmitting the display processing results, wherein the aggregated results that can be viewed on the management screen are determined based on the viewing permission information and the viewing permission permitted to the user viewing the aggregated results.

[0006] As a second technology, a survey system that reduces the burden on the user has been disclosed (for example, Patent Document 2). This survey system includes a condition determination unit that determines whether predetermined conditions related to the survey are met when the user's user terminal is used for payment, and a display control unit that, when it is determined that the predetermined conditions are met, causes the user terminal to display survey information related to the survey. [Prior art documents] [Patent Documents]

[0007] [Patent Document 1] Patent No. 6630862 [Patent Document 2] Japanese Patent Publication No. 2025-067905 [Overview of the Initiative] [Problems that the invention aims to solve]

[0008] When businesses conduct surveys among customers who have used their services, they often send the same questionnaire to all customers and receive responses. In this case, it is not possible to identify and aggregate the data for each customer, making it difficult to aggregate the data based on customer attributes.

[0009] Furthermore, customers who made reservations were provided with personally identifiable information when they registered their contact details, allowing for their identification afterward. However, customers who visited without a reservation did not have such prior registration, and orders were placed without prior registration. Therefore, it was impossible to identify them as previous customers even if they visited again. This invention provides a technology that enables aggregation that takes customer attributes into consideration. [Means for solving the problem]

[0010] An information processing device in one embodiment of the present invention uses a two-dimensional code issued by a reception device at the store when a customer visits to communicate the customer's information. terminal When an order for goods or services is placed on the order acceptance screen displayed based on the URL contained in the two-dimensional code by reading it, the first identification information transmitted from the information and communication terminal, which is an identification information generated based on the communication application software, the customer's telephone number, the customer's email address, or the Information and communication terminals An identification unit that, in response to a customer order request including the first identification information which indicates unique identification information, determines whether the first identification information is already registered, issues a second identification information which identifies the customer and registers the second identification information in relation to the first identification information if the first identification information is not already registered, and acquires the second identification information which is related to the first identification information if the first identification information is already registered, and Summary The system is characterized by comprising: a transmission unit that, when the status of the order in the predetermined information based on the request is settled and a predetermined period has elapsed since the customer's visit, transmits predetermined notification information to the customer using the first identification information, including the access destination information for the predetermined access destination information for the store at the time of the visit, to which the second identification information has been added; and an aggregation unit that acquires response information to the survey information to which the second identification information has been added, and aggregates the response information based on the customer attributes corresponding to the second identification information.

[0011] When a customer places a takeout or delivery order using the information and communication terminal, the identification unit, in response to the request for the takeout or delivery order which includes the first identification information transmitted from the information and communication terminal, determines whether the first identification information is already registered. If the first identification information is already registered, it identifies the customer. If the first identification information is not registered, it issues the second identification information to the customer and registers the second identification information. It is characterized by the following:

[0012] Furthermore, if the information processing device receives an inquiry regarding the second identification information from the inquiry source device based on the access destination information, it obtains customer attribute information corresponding to the second identification information from the customer relationship information relating the first identification information and the second identification information, and questions corresponding to the attribute information are entered into the questionnaire. information The system is characterized by comprising a display control unit that controls the query source device to exclude it from the display target.

[0013] Furthermore, if the information processing device receives an inquiry regarding the second identification information from the inquiry source device based on the access destination information, it obtains customer attribute information corresponding to the second identification information from the customer relationship information relating the first identification information and the second identification information, and questions related to the attribute information are provided in the questionnaire. information The system is characterized by comprising: a display control unit that controls the query source device to add it to the target of display; and

[0014] An information processing program in one embodiment of the present invention communicates to a computer a two-dimensional code issued by a reception device at a store when a customer visits the store, and communicates the customer's information. terminal When an order for goods or services is placed on the order acceptance screen displayed based on the URL contained in the two-dimensional code by reading it, the first identification information transmitted from the information and communication terminal, which is an identification information generated based on the communication application software, the customer's telephone number, the customer's email address, or the Information and communication terminalsIn response to a customer's order request which includes the first identification information indicating unique identification information, it is determined whether the first identification information has already been registered. If the first identification information has not already been registered, a second identification information identifying the customer is issued and the second identification information is registered in association with the first identification information. If the first identification information has already been registered, the second identification information associated with the first identification information is obtained. Summary When the status of the order in the predetermined information based on the request is settled and a predetermined period has elapsed since the customer's visit, the system sends predetermined notification information to the customer using the first identification information, which includes the access destination information of the store survey information at the time of the visit, to which the second identification information has been added, and performs a process to obtain the response information to the survey information to which the second identification information has been added, and aggregate the response information based on the customer's attributes corresponding to the second identification information.

[0015] In an information processing method according to one embodiment of the present invention, a computer communicates a two-dimensional code issued by a reception device at a store when a customer visits the store to the customer's information communication terminal When an order for goods or services is placed on the order acceptance screen displayed based on the URL contained in the two-dimensional code by reading it, the first identification information transmitted from the information and communication terminal, which is an identification information generated based on the communication application software, the customer's telephone number, the customer's email address, or the Information and communication terminals In response to a customer's order request which includes the first identification information indicating unique identification information, it is determined whether the first identification information has already been registered. If the first identification information has not already been registered, a second identification information identifying the customer is issued and the second identification information is registered in association with the first identification information. If the first identification information has already been registered, the second identification information associated with the first identification information is obtained. SummaryWhen the status of the order regarding the predetermined information based on the request is settled and a preset period has elapsed since the customer visited the store, predetermined notification information including the access destination information with the second identification information added to the access destination information regarding the questionnaire information about the store at the time of the visit is transmitted to the customer using the first identification information, answer information with the second identification information added to the questionnaire information is obtained, and a process of aggregating the answer information is executed based on the attributes of the customer corresponding to the second identification information.

Effect of the Invention

[0016] According to the present invention, aggregation considering the attributes of customers is enabled.

Brief Description of the Drawings

[0017] [Figure 1] It is a diagram for explaining the outline of an information processing apparatus in an embodiment of the present invention. [Figure 2] It is a diagram showing an example of the overall configuration of a store management system in this embodiment. [Figure 3] It is a functional block diagram of a store management server in this embodiment. [Figure 4] It is a diagram showing an example of the data structure of a database managed by a store management server in this embodiment. [Figure 5] It is a diagram showing an example of a questionnaire registration screen in this embodiment. [Figure 6] It is a diagram showing an example of a thank you message transmission setting screen in this embodiment. [Figure 7] It is a diagram showing an example of a chat app screen of a user terminal that has received a questionnaire notification message in this embodiment. [Figure 8] It is a diagram showing an example of a questionnaire answer screen in this embodiment. [Figure 9] It is a diagram showing the processing flow when a reserved or non-reserved customer visits the store in this embodiment. [Figure 10] This diagram shows a flowchart of the process by which the store management server acquires customer identification information in this embodiment. [Figure 11] This is an overall sequence diagram of an example of the processing related to the questionnaire in this embodiment. [Figure 12] This figure shows a flowchart of the survey-related processing performed by the store management server in this embodiment. [Figure 13] This is an example of a block diagram showing the configuration of the hardware environment of a computer that runs the program in this embodiment. [Modes for carrying out the invention]

[0018] Figure 1 is a diagram illustrating the overview of an information processing device in an embodiment of the present invention. The information processing device 1 includes an identification unit 2, a transmission unit 3, and an aggregation unit 4. An example of the information processing device 1 is the store management server 12, which will be described later.

[0019] The identification unit 2 identifies the customer in response to a customer's order or visit request, including first identification information transmitted from an information and communication terminal (e.g., user terminal 21) when the customer places an order for goods or services via the information and communication terminal, and issues second identification information to the customer. An example of the identification unit 2 is the customer management unit 32, which will be described later. The first identification information may be, for example, identification information generated based on communication application software (e.g., UUID), the customer's telephone number, the customer's email address, or identification information unique to the customer terminal device. An example of the second identification information is the customer ID, which will be described later.

[0020] The transmission unit 3, based on a predetermined status of predetermined information based on an order request, sends predetermined notification information to the customer using the first identification information, which includes access destination information obtained by adding a second identification information to pre-configured access destination information for survey information. An example of predetermined notification information is the thank you message described later.

[0021] The aggregation unit 4 acquires response information to the survey information, to which a second identification information has been assigned, and aggregates the response information based on the customer attributes corresponding to the second identification information. An example of customer attributes is attribute information stored in the customer management DB described later (e.g., gender, number of visits, visited store, visited area, etc.).

[0022] By configuring the system in this way, it becomes possible to perform aggregations that take customer attributes into account. More specifically, even customers who visit without a reservation can be individually identified, and aggregations can be performed based on their attributes.

[0023] The information processing device 1 may further include a display control unit 5. When the display control unit 5 receives an inquiry regarding the second identification information from the inquiry source device based on the access destination information, it retrieves customer attribute information corresponding to the second identification information from the customer relationship information and controls the inquiry source device to exclude the questions corresponding to the attribute information from the display of the questionnaire. The customer relationship information is information about a customer that has been linked to the first identification information and the second identification information. An example of customer relationship information is the customer management DB 42, which will be described later. An example of an inquiry source device is the web server 13 or user terminal 21, which will be described later.

[0024] By structuring it in this way, the burden on customers to answer questionnaires can be reduced.

[0025] Furthermore, if the display control unit 5 receives an inquiry from the inquiry source device regarding the second identification information based on the access destination information, it may control the inquiry source device to obtain customer attribute information corresponding to the second identification information from the customer relationship information and add questions related to the attribute information to the target of the questionnaire display. The customer relationship information is information about a customer that has been linked to the first identification information and the second identification information.

[0026] By structuring the survey in this way, it becomes possible to conduct more advanced questionnaires based on customer attributes.

[0027] Embodiments of the present invention will be described below with reference to the drawings.

[0028] Figure 2 shows an example of the overall configuration of the store management system in this embodiment. The store management system 11 includes a store management server 12, a web server 13, a store terminal 17, an order receiving terminal 18, a customer reception terminal 19, a guidance display 20, a user terminal 21, and a communication network 22. The store management server 12, the web server 13, and the user terminal 21 are connected to the communication network 22 by wireless or wired connection. In this embodiment, the store terminal 17, order receiving terminal 18, customer reception terminal 19, and guidance display 20 are, for example, located in a store 16 and connected to the communication network 22 via a LAN (Local Area Network).

[0029] The web server 13 is, for example, one or more information processing devices managed by each company providing the reservation service. The web server 13 manages a website for accepting reservations for the stores 16 and provides users with a service (hereinafter referred to as the web reservation service) that accepts reservations for various stores through the website.

[0030] Furthermore, the web server 13 has an inventory management database (described later) that is synchronized with the inventory management database (hereinafter, the database may be referred to as "DB") of the store management server 12. In addition, the web server 13 may provide customers with a survey response screen, as described later.

[0031] The store management server 12 includes reservation management functions, reception management functions, and seat management functions. The store management server 12 stores, for example, a reservation management DB, reception management DB, seat management DB, inventory management DB, seat type management DB, media linkage management DB, etc., in its storage unit. The reservation management DB is a database that stores information about reserved seats (tables) for each store. The reception management DB stores reception information generated from reservation information, and reception information received from customers who come without reservations. The seat management DB is a database that mainly manages the status of seats on the day. The inventory management DB is a database that stores information including the maximum number of reservable tables, the number of reserved tables, and the number of reservable tables (remaining number of tables (table inventory)) for seats (tables) corresponding to the seat type information. The seat type management DB is a database that stores seat type information for each store (number of people that can sit at a table, the installation environment of the table (private room or non-private room, etc.), seat type (tatami room, table, sunken seating, etc.)). The media linkage management database is a database where media outlets that accept reservations for stores handled by the store management server 12 (reservation management function) are registered.

[0032] When the store management server 12 functions as a reservation management function, it is used to enable centralized management (web reservation management) of reservations made through multiple websites, such as for restaurants and other stores. In other words, the store management server 12 accepts reservations entered via the web server 13 and manages the accepted reservations. The store management server 12 accepts reservations entered on each of the reservation sites of the multiple web servers 13 via the communication network 22.

[0033] When the store management server 12 functions as a reception management function, the store management server 12 is an information processing device that manages the queue for customers who visit the store 16 without a reservation. The queue for customers to enter the store 16 can be registered via the visitor registration terminal 19 or the user terminal 21. The store management server 12 also generates reception information (before check-in) for the day of the reservation based on the reservation information registered in the reservation management DB. The store management server 12 obtains reception information from the visitor registration terminal 19 when a customer who has not made a reservation registers, and reception information (check-in information) when a customer with a reservation arrives.

[0034] When the store management server 12 functions as a seat management function, the store management server 12 manages the seating schedule and assigned seats based on reservations received by the reservation management function and waiting lists received by the waiting list management function.

[0035] Furthermore, the store management server 12 manages order information obtained from the order receiving terminal 18. In addition, the store management server 12 manages congestion information for each store, area within the store, or type of seat based on the seat management DB.

[0036] The store terminal 17 is a terminal used to display and manage the check-in status of customers with reservations and customers who have come without reservations, and to manually call customers. The store terminal 17 may be, for example, a personal computer (PC), a smartphone, or a tablet device.

[0037] The order-taking terminal 18 is placed at each table in the store 16 and is a terminal for customers to place orders themselves. It may be, for example, a personal computer (PC), a smartphone, or a tablet device.

[0038] The customer registration terminal 19 is a terminal installed at the front of the store 16, and is used for customers who visit without a reservation to register, and for customers who have made a reservation to register (check in). The customer registration terminal 19 may also display a call number to call customers and to show the number of groups of customers waiting in line. The customer registration terminal 19 may be, for example, a personal computer (PC), a smartphone, or a tablet device.

[0039] The customer registration terminal 19 receives registration information for customers who arrive without a reservation and check-in information for customers with reservations. The store management server 12 receives the registration information entered by the customer registration terminal 19. The store management server 12 also displays information on the information display 20, such as the waiting list status for seating and information necessary to call customers when their turn comes. The store management server 12 receives orders from customers at each table in the store.

[0040] The information display 20 is a display device used to show the current waiting status to customers who are waiting in line or have checked in, and to call out customers when it is their turn to enter the store.

[0041] User terminal 21 is an information and communication terminal with communication functions owned or occupied by a user who has reserved or is on a waiting list for a seat at store 16, and includes, for example, a personal computer (PC), a smartphone, and a tablet computer. User terminal 21 may have application software (a so-called "app") installed that enables reservations or advance reservations at store 16.

[0042] The user terminal 21 has an arbitrary OS (Operating System) installed, and further, application software is installed. This application software may include, for example, a web browser, a chat application, an ordering application, or a restaurant reservation application. In Figure 2, as an example, an arbitrary chat application is installed on the user terminal 21.

[0043] A chat application is a communication tool in which, on devices where the chat application is installed, one user sends a friend request to another user, and the other user accepts the request, establishing a friendship between the two users (this is called "adding friends"). Once a friendship is established, the users can share the same designated digital space within the chat application and exchange messages in real time.

[0044] Here, let's assume that the chat app provides a service (official chat app account) that allows businesses and stores to open accounts on the chat app and directly distribute information to users who have added them as friends. Let's assume that Store A has opened an official chat app account on the chat app. Customers can send a friend request to Store A's official chat app account on the chat app installed on their user terminal 21 and be added as friends. After being added as friends, customers can communicate with Store A through Store A's official chat app account. For example, customers can make reservations, check in upon arrival, place orders (takeout orders, delivery orders, etc.), and receive coupons and advertising information through Store A's official chat app account. When a customer makes a reservation, checks in upon arrival, places an order (takeout orders, delivery orders, etc.), or receives a coupon through Store A's official chat app account, the customer's identification information (unique ID) is sent to the store management server 12 along with the reservation and order information in the chat app.

[0045] Furthermore, on the store A side, the store terminal 17 can display the registered names (usernames registered on the chat app) and the number of customers who have added the store as friends on the chat app's management screen.

[0046] For example, a customer can access the web server 13 via a web browser or chat application installed on their user terminal 21 to view a website for making reservations at a store, and then make a reservation by clicking buttons or other elements on the website. Alternatively, a customer can access the web server 13 via a web browser or application installed on their user terminal 21 to view a website for making takeout or delivery orders. Then, the customer can make a takeout or delivery order by clicking buttons or other elements on that website.

[0047] The store management server 12 may also be a reservation management server, a reception management server, a seat management server, or a survey management server. Furthermore, the store management server 12 may be a server system composed of one or more physical information processing devices, or a virtual server system composed of one or more virtual server devices.

[0048] Figure 3 is a functional block diagram of the store management server 12 in this embodiment. The store management server 12 includes a control unit 31 and a storage unit 41. The control unit 31 reads and executes the program in this embodiment and functions as a customer management unit 32, a reservation management unit 33, a reception management unit 34, a seat management unit 35, an order processing unit 36, a settlement processing unit 37, and a questionnaire management unit 38.

[0049] The customer management unit 32 identifies customers who use the store by managing predetermined identification information (unique information) included in customer transaction requests. The customer management unit 32 registers the identification information included in the request in the customer management DB 42.

[0050] The reservation management unit 33 retrieves reservation information for the store entered on the reservation site from the web server 13. The reservation management unit 33 registers the retrieved reservation information in the reservation management DB 43.

[0051] When a customer who has come to the store without a reservation performs a check-in operation at the check-in terminal 19 to enter the store or wait in line, the reception management unit 34 obtains check-in information from the check-in terminal 19. When the reception management unit 34 obtains check-in information from the check-in terminal 19, it registers that check-in information as temporary check-in information in the reception management DB (not shown).

[0052] Furthermore, when a customer with a reservation performs a check-in operation at the check-in terminal 19, the reception management unit 34 acquires the check-in information. Based on the acquired check-in information, the reception management unit 34 updates the check-in information managed in the reservation management DB 43 or the reception management DB. In addition, in order to manage customers with reservations before check-in, the reception management unit 34 generates reception information (before check-in) based on the reservation information and registers the generated reception information in the reception management DB.

[0053] The seating management unit 35 assigns seats based on the reservation date information for the day in the reservation management DB 43. Based on predetermined conditions and priority, the seating management unit 35 extracts the seats that will be available for seating soonest from the seating management DB (not shown) and updates the corresponding reception information in the reception management DB for the seating candidates in order of their turn. Alternatively, this update may be performed by having the store staff choose one of the seating candidates, and then updating the corresponding reception information in the reception management DB for the chosen seating candidate.

[0054] The order processing unit 36 ​​accepts orders and displays order instructions on an order management terminal installed in the kitchen, in response to order requests received from user terminals 21 or order receiving terminals 18 installed at assigned seats or carried by staff. The order processing unit 36 ​​also accepts orders received via mobile orders from user terminals 21 and displays order instructions on an order management terminal installed in the kitchen. The order processing unit 36 ​​registers the received order information in the order management DB 44 and updates information regarding the cooking status.

[0055] The settlement processing unit 37 receives a settlement request from the user terminal 21, transmits settlement information to the POS register, and then receives the settlement information (settlement information) from the POS register once the settlement has been completed.

[0056] The survey management unit 38 manages survey information registered by store staff, sends that survey information to customers, retrieves response information to that survey information, compiles the response results, and displays the compiled results on the store terminal 17 upon request from the store staff. Specifically, the survey management unit 38 registers, updates, and deletes survey information registered by store staff in the survey management DB 45. The survey management unit 38 also registers and updates response information to survey information sent from user terminals 21 in the survey response management DB 46. The survey management unit 38 registers setting information related to sending survey requests (including sending thank-you messages, as described later) in the setting management DB 47.

[0057] As an example of this embodiment, the storage unit 41 stores databases such as a customer management DB 42, a reservation management DB 43, an order management DB 44, a survey management DB 45, a survey response management DB 46, and a settings management DB 47. The customer management DB 42 is a database for managing customers. The reservation management DB 43 is a database for managing reservation information. The order management DB 44 is a database for managing received order information. The survey management DB 45 is a database for managing various survey information created by store staff. The survey response management DB 46 is a database for managing response information to surveys submitted by customers. The settings management DB 47 is a database for managing information related to the submission of survey requests and other settings information.

[0058] Furthermore, if a customer makes a reservation at a store, checks in upon arrival, places an order (takeout order, delivery order, etc.), or receives coupons or advertising information via a chat application installed on the user terminal 21, the following may be done: The store management server 12 may obtain a unique ID from the user terminal 21 along with the reservation information, check-in information, order information, and coupon / advertisement receipt information.

[0059] For example, as shown in Figure 3, consider a case where a customer places an order (takeout order, delivery order, etc.) via the official chat app account of store A using a chat app installed on user terminal 21. In this case, the items to be ordered are temporarily stored in an order storage area called the cart within the chat app (hereinafter referred to as the "chat app cart 51"). When the ordered items are saved in the chat app cart 51, the chat app generates a unique ID (e.g., Universally Unique Identifier (UUID)) (52). When the customer confirms the order by operating the chat app, the chat app sends the unique ID along with the order information stored in the chat app cart 51 to the store management server 12. For subsequent orders, the already generated unique ID is sent to the store management server 12 along with the order information stored in the chat app cart 51.

[0060] Furthermore, consider a scenario where, for example, as shown in Figure 3, a customer accesses the ordering site of store A via a web browser installed on user terminal 21 and places an order (takeout order, delivery order, etc.). In this case, the items to be ordered are temporarily stored in an order storage area called a shopping cart (hereinafter referred to as "WEB cart") 53 within the web browser. As the customer proceeds with the ordering process on the ordering site, they are prompted to enter their phone number, so the customer enters their phone number (54). After the customer confirms the order by operating the web browser, the phone number (54) along with the order information stored in the WEB cart 53 is sent to the store management server 14 via the web browser.

[0061] Furthermore, as shown in Figure 3, for example, when a customer places an order (takeout order, delivery order, etc.) using the ordering app for store A installed on the user terminal 21, the items to be ordered are temporarily held in an order storage area called the cart within the ordering app (hereinafter referred to as the "ordering app cart") 55. When the ordered items are saved in the ordering app cart 55, the ordering app obtains the terminal ID (56) from the user terminal 21. When the customer confirms the order by operating the ordering app, the ordering app sends the terminal ID (56) along with the order information stored in the ordering app cart 55 to the store management server 12.

[0062] In this way, by obtaining a unique ID (52), telephone number (54), and terminal ID (56), these can be used as identification information (customer identification information) to identify a customer. In the above example, a unique ID (52), telephone number (54), and terminal ID (56) were obtained as customer identification information, but this is not limited to these; for example, an email address could also be obtained.

[0063] Figure 4 shows an example of the data structure of the database managed by the store management server 12 in this embodiment. Hereinafter, each record registered in the customer management DB 42 may be referred to as customer management information or customer information. Similarly, each record registered in the reservation management DB 43 may be referred to as reservation management information or reservation information. Each record registered in the order management DB 44 may be referred to as order management information or order information. Each record registered in the survey response management DB 46 may be referred to as survey response management information or survey response information.

[0064] The customer management DB42 includes data items such as "Store ID," "Customer ID," "Customer Name," "Unique ID," "Telephone Number," "Email Address," "Terminal ID," "First Visit Date," "Number of Visits," and "Most Recent Visit Date." The "Store ID" field stores identification information (Store ID) that identifies the store. The "Customer ID" field stores identification information (Customer ID) that identifies the customer. The "Customer Name" field stores the customer's name. The "Unique ID" field stores the unique ID stored in the reservation management DB43 or order management DB44, etc. The "Telephone Number" field stores the telephone number stored in the reservation management DB43 or order management DB44, etc. The "Email Address" field stores the email address stored in the reservation management DB43 or order management DB44, etc. The "Terminal ID" field stores the terminal ID stored in the reservation management DB43 or order management DB44, etc. The "First Visit Date" field stores the date of the customer's first visit. The "Number of Visits" field stores the number of visits since the first visit. The "Most Recent Visit Date" field stores the date of the most recent visit. In addition, the customer management DB42 also stores the customer's visit history (dates of past visits).

[0065] The reservation management DB43 includes data items such as "Store ID," "Reservation ID," "Visit ID," "Customer Name," "Reservation Date and Time," "Number of People," "Unique ID," "Phone Number," "Email Address," and "Terminal ID." The "Store ID" field stores identification information (Store ID) that identifies the store. The "Reservation ID" field stores identification information (Reservation ID) that identifies the reservation information for each reservation made by each customer. The "Customer ID" field stores identification information (Customer ID) that identifies the customer registered at the time of reservation. The "Customer Name" field stores the name of the customer registered at the time of reservation. The "Reservation Date and Time" field stores the date and time of the reservation. The "Number of People" field stores the number of people registered at the time of reservation. If a chat application was used when making a reservation, the "Unique ID" field stores the unique ID used by that chat application. If a phone number was entered into the input form at the time of reservation, the phone number is stored in the "Phone Number" field. If an email address was entered into the input form at the time of reservation, the email address is stored in the "Email Address" field. The "Terminal ID" field stores the terminal ID of the user's terminal 21 if the reservation was made via a designated application. Additionally, when making a reservation, the user can also register their menu order for the day, and this reserved menu information is registered in the reservation management DB 43.

[0066] The order management DB44 includes data items such as "Store ID," "Reservation / Visit ID," "Order ID," "Order Date and Time," "Order Details," "Customer ID," "Unique ID," "Phone Number," "Email Address," and "Terminal ID." The "Store ID" field stores identification information (Store ID) that identifies the store. The "Reservation / Visit ID" field stores the reservation ID for customers with reservations, and the newly issued identification information (Visit ID) for customers without reservations. The "Order ID" field stores identification information (Order ID) that identifies each customer's order. The "Order Details" field stores detailed information about each ordered item. The "Customer ID" field stores identification information (Customer ID) that identifies the customer. If an order is placed via a chat application, the "Unique ID" field retrieves and stores the unique ID used in that chat application. The "Phone Number" field stores the phone number for orders placed by phone (e.g., takeout orders, delivery orders). The "Email Address" field stores the email address entered in the input form when an order is placed via the user terminal 21. The "Terminal ID" field stores the terminal ID of the user terminal 21 when an order is placed via the user terminal 21 through a designated application. The reserved menu information registered in the reservation management DB 43 is registered in the order management DB 44 and the order is processed once the customer visits the store and the check-in process is completed.

[0067] The survey response management DB46 includes data items such as "Store ID," "Survey ID," "Implementation Date and Time," "Response Date and Time," "Customer ID," "Question 1," and "Question 2." The "Store ID" item stores identification information (Store ID) that identifies the store. The "Survey ID" item stores identification information (Survey ID) that identifies the survey. The "Implementation Date and Time" item stores, for example, the date on which a request email asking customers to respond to the survey was sent. The "Response Date and Time" item stores the date and time on which the survey response was received. The "Customer ID" item stores identification information (Customer ID) that identifies the customer. The "Question 1," "Question 2," etc. items store the answers corresponding to each question included in the survey information.

[0068] The settings management DB47 includes data items such as "Store ID," "Survey ID," and "Scheduled Sending Date and Time." The "Store ID" field stores identification information (Store ID) that identifies the store. The "Survey ID" field stores identification information (Survey ID) that identifies the survey. The "Scheduled Sending Date and Time" field sets the scheduled sending date and time for emails requesting surveys (for example, including the thank-you message described later).

[0069] Figure 5 shows an example of the survey registration screen in this embodiment. The survey registration screen 61 is a screen displayed on the store terminal 17. The store staff member operates the store terminal 17 to register with the store management server 12. a Upon accessing the site and performing the required operations, the survey registration screen 61 for registering the survey content will be displayed.

[0070] The survey registration screen 61 includes the registration unit setting field 62, the registered store setting field 63, the form title setting field 64, the summary setting field 65, the publication start date setting field 66, the publication end date setting field 67, the list display screen setting field 684, the start message setting field 69, the end message setting field 70, the answer button document setting field 71, the supplementary link display text setting field 72, the supplementary link URL setting field 73, the usage purpose setting field 74, the valid flag setting field 75, the back button 76, the register button 77, the question selection tab 78, the question registration button 79, the question details setting list 80, and the sort / update button 83.

[0071] In the registration unit setting field 62, you can set the registration unit to be either "store" or "brand". In the registered store setting field 63, when selecting a store, a list of stores associated with the logged-in user will be displayed, and you can select a store from among them. When selecting a brand, a list of brands associated with the logged-in user will be displayed, and you can select a brand from among them. In the form title setting field 64, you can set the title of the survey. In the summary setting field 65, you can set the summary of the survey. In the publication start date setting field 66, you can set the publication start date of the survey. In the publication end date setting field 67, you can set the publication start date of the survey. In the list display screen setting field 68, you can set the top image of the survey response screen; if not set, the default image will be displayed. In the opening message setting field 69, you can set the opening message. In the closing message setting field 70, you can set the closing message. In the response button document setting field 71, you can set the document to accompany the response button. In the supplementary link display text setting field 72, you can set the text to be displayed for supplementary links. The supplementary link URL setting field 73 allows you to set the URL for the supplementary link. The usage purpose setting field 74 allows you to set the purpose of use for the survey. In the enabled flag setting field 75, select "Enabled" to enable the survey, or "Disabled" to disable it. Pressing the back button 76 returns you to the previous screen. Pressing the register button 77 registers the items set in the above settings fields into the survey management DB 45.

[0072] On the Question Selection tab 78, selecting a category such as "Customer Service Evaluation," "Food Evaluation," "Serving Speed," "Cleanliness," or "Other" will display questions associated with that category in the Question Details Settings List 80. Pressing the Question Registration button 79 will take you to the Question Registration screen (not shown), where you can register the questions that will be displayed in the Question Details Settings List 80. On the Question Registration screen, you can set the question title and type (text box, pull-down menu, radio button, slider, check button, etc.).

[0073] In the Question Details Settings List 80, you can set, update, and rearrange each question in the genre selected in the Question Selection Tab 78. In the Question Details Settings List 80, each record for setting a question has an edit button 81 and a hide button 82. Pressing the edit button 81 will take you to the question registration screen, where you can edit the question. Pressing the hide button 82 will hide the question. Pressing the rearrange / update button 83 will update the order of the questions displayed in the Question Details Settings List 80.

[0074] Figure 6 shows an example of the thank-you message sending settings screen in this embodiment. The thank-you message sending settings screen 91 is a screen for setting whether to send a thank-you message to customers who have visited the store and made a payment.

[0075] The thank you message sending settings screen 91 includes a thank you message sending date setting field 92, a thank you message text setting field 93, a thank you message URL setting option 94, and a "Save Settings" button 95.

[0076] In the "Thank You Message Sending Date Setting" field 92, you can set the timing for sending the thank you message. In the "Thank You Message Content Text Setting" field 93, you can set the content of the message. In the "Thank You Message Content URL Setting Proposal" field 94, you can set the URL to be sent along with the thank you message. In this embodiment, as an example, the URL of the survey response screen is set in the "Thank You Message Content URL Setting Proposal" field 94. By pressing the "Save Settings" button 95, you can save the settings made on the "Thank You Message Sending Settings" screen 91.

[0077] Furthermore, sending the URL of the survey response screen to customers is not limited to sending it at the same time as sending the thank-you message. For example, it may be sent to customers who have not visited the store for some time. Also, the means of sending are not particularly limited; for example, it may be sent via a chat app, other social networking services (SNS), email, or SMS (Short Message Service).

[0078] Figure 7 shows an example of the chat application screen of a user terminal that has received a survey notification message in this embodiment. For example, suppose a customer receives a message from the store operator thanking the customer for their visit and requesting their cooperation in completing a survey after receiving a designated service such as food and drinks at a designated store. The customer sees a message 102 on the chat application screen 101 of the user terminal 21, thanking the customer for their visit and requesting their cooperation in completing a survey. When the customer presses the button 103 to answer the survey, a screen for answering the survey (see Figure 8) is displayed.

[0079] Figure 8 shows an example of a questionnaire response screen in this embodiment. On the questionnaire response screen 111, for example, there is a question, "01 Please tell us your satisfaction level with our store," to which the user responds using a slider 112 on a scale of 1 to 5 (lowest rating 1 to highest rating 5). When the "Next" button 113 is pressed, the next question is displayed.

[0080] Figure 9 shows the processing flow for customers with or without reservations arriving at the store in this embodiment. In order to use the store 16, customers operate the customer reception terminal 19 provided at the reception of the store 16 to perform reception processing or check-in processing (S1). Here, information about customers who have been received at the customer reception terminal 19 (including customers who have checked in) is managed as reception information by the store management server 12.

[0081] Then, a printer located near the customer registration terminal 19 prints a registration slip (S2) containing a two-dimensional code generated from information including the URL of a designated website (Uniform Resource Locator) and the call number. The customer then takes the registration slip and waits in line.

[0082] In addition, waiting list registration can also be done online, that is, via the Web server 13 using the user terminal 21. In this case, when a user registers for the waiting list online, a two-dimensional code (image) generated from information including the customer ID (described later) and the URL of a designated website is sent to the user terminal 21.

[0083] The store management server 12 assigns available seats or seats that are likely to become available (candidate seats) to the reception information in the order of arrival (seat assignment processing) (S3). When it is a customer's turn, the store management server 12 displays the call number of the customer whose turn it is on the guidance display 20 and also calls the customer by voice via the store speaker (S4). When it is a customer's turn, the reception staff guides them to their assigned seat.

[0084] The customer uses the user terminal 21 to scan the two-dimensional code printed on the registration slip (or the two-dimensional code sent as an image if they are on an online waiting list). The user terminal 21 accesses the website based on the URL contained in the two-dimensional code. Then, the order acceptance screen is displayed on the user terminal 21, and the customer places an order from the displayed order acceptance screen (S6).

[0085] The customer requests payment by operating the order acceptance screen using the user terminal 21. The store management server 12 then uses its POS function to perform payment preparation processing for that customer and sends payment preparation information to the POS register 15. The customer makes the payment at the POS register (S7).

[0086] Figure 10 is a flowchart showing the process of acquiring customer identification information by the store management server in this embodiment. Figure 10 is an example of the flow performed when making reservations, check-ins, orders (including mobile orders), etc., using the user terminal 21. For example, in the case of Figure 9, it is performed as part of the process in S6.

[0087] The store management server 12 receives requests (for example, reservation requests, reception requests, order requests (including requests related to mobile orders, etc.)) sent from the user terminal 21 (S11). The store management server 12 extracts customer identification information from the received requests (S12). Here, customer identification information includes, for example, a unique ID, telephone number, email address, terminal ID, etc. In this embodiment, when the user terminal 21 sends a pre-configured request to the store management server 12, one of the customer identification requests is included.

[0088] The store management server 12 queries the customer management DB 42 to see if customer information with the customer identification information is registered (S13). If customer information with the customer identification information is found in the customer management DB 42 (YES in S14), the store management server 12 retrieves the customer ID from that customer information (S15). If customer information corresponding to the customer identification information is not found in the customer management DB 42 (NO in S14), the store management server 12 issues a new customer ID (S16). The store management server 12 then registers new customer information related to the issued customer ID in the customer management DB 42 (S17).

[0089] After processing S15 or S17, the store management server 12 generates a transaction ID for the request (e.g., reservation ID, reception ID, order ID, etc.) and registers a record of the transaction in the corresponding DB (e.g., reservation management DB, reception management DB, order management DB, etc.) (S18). The store management server 12 sends a response to the user terminal 21 with the transaction ID attached (S19).

[0090] Figure 11 is an overall sequence diagram of an example of the processing related to the questionnaire in this embodiment. The store staff member accesses the store management server 12, operates the store terminal 17 to transition to the questionnaire registration screen 61, and registers the questionnaire information (including question information) on the questionnaire registration screen 61 (S21). The store management server 12 registers the contents of the questionnaire registration screen 61 in the questionnaire management DB 45. The store management server 12 generates the questionnaire response screen and its URL based on the contents registered in the questionnaire management DB 45.

[0091] Subsequently, the store staff access the store management server 12 and operate the store terminal 17 to, for example, navigate to the thank you message sending settings screen 91, where they register the timing for sending the thank you message and the URL of the survey response screen (S22). The store management server 12 registers the contents of the thank you message sending settings screen 91 in the settings management DB 47.

[0092] The store management server 12 refers to the configuration management DB 47, adds the URL of the survey response screen to the thank you message when the sending timing has arrived, and sends the thank you message to the customer who has visited the store (S23). At this time, the URL is appended with, for example, the customer ID.

[0093] The user receives a thank you message on their user terminal 21, for example, via a chat application (e.g., Figure 7), and clicks on the URL for the survey response included in that message. The user terminal 21 then accesses the destination server (e.g., Web server 13) based on that URL (S24). Here, we assume that Web server 13 is used not only for the reservation site but also as a server for survey responses.

[0094] When the web server 13 receives an access request for a survey from the user terminal 21, it queries the store management server 12 for information identifying the survey (survey ID) (S25). The store management server 12 retrieves the survey information corresponding to the survey ID from the survey management DB 45 and returns the retrieved survey information to the web server 13 (S26).

[0095] The web server 13 displays a form for answering a survey on the user terminal 21 based on the survey information (including the customer ID) sent from the store management server 12 (S27). The user answers the survey by operating the user terminal 21 (S28). The user terminal 21 sends the survey response information (including the customer ID assigned by the store management server 12) to the web server 13.

[0096] When the web server 13 receives a response to the survey from the user terminal 21, it sends the survey response to the store management server 12 (S29). The store management server 12 registers the survey response to the survey in the survey response management DB 46.

[0097] Subsequently, the store staff member operates the store terminal 17 to specify the survey to be compiled and performs the operation to compile the survey response results. The store terminal 17 then sends a survey compilation request (including the survey ID) to the store management server 12 (S30).

[0098] The store management server 12, in response to a survey aggregation request (including the survey ID) from the store terminal 17, retrieves the survey results corresponding to that survey ID from the survey response management DB 46, aggregates them, and displays the aggregated results on the store terminal 17 (S31).

[0099] Figure 12 is a flowchart showing the questionnaire-related processing by the store management server in this embodiment. Figure 12 is a flowchart focusing on the processing of the store management server 12 in Figure 11 (S23, S25, S26, S29, S30, S31).

[0100] The store management server 12 obtains information on the timing of sending the thank you message from the settings management DB 47 (S41). The store management server 12 compares the sending timing information with the current date and time to determine whether the sending timing has arrived or not (S42). If it is determined that the sending timing has not arrived (NO in S42), the store management server 12 performs the process in S41. If it is determined that the sending timing has arrived (YES in S42), the store management server 12 obtains customer information with a predetermined status from the customer management DB 42 (S43). Customer information with a predetermined status refers to, for example, customer information for which a predetermined time (date) has elapsed since the visit and whose status is "settled".

[0101] The store management server 12 adds a URL to the survey response screen to the thank you message and sends the thank you message to the customer's contact information (for example, customer identification information such as chat application registration information, email address, or phone number) (S44). At this time, the URL is appended with, for example, the customer ID.

[0102] Subsequently, if the web server 13 requests the provision of a questionnaire (including the questionnaire ID), the store management server 12 retrieves the questionnaire information corresponding to that questionnaire ID from the questionnaire management DB 45 and provides the retrieved questionnaire information to the web server 13 (S45).

[0103] When a survey response is received from a user terminal 21 via the web server 13, the store management server 12 stores the survey response result in the survey response management DB 46 (S46). Here, the survey response result includes the customer ID assigned in S44.

[0104] After that, the system waits until a request for survey aggregation (including the survey ID) is received from the store terminal 17 (NO in S47). When a request for survey aggregation (including the survey ID) is received from the store terminal 17 (YES in S47), the store management server 12 retrieves the survey results corresponding to that survey ID from the survey response management DB 46 and aggregates them (S48). The store management server 12 displays the aggregated results on the store terminal 17 (S49).

[0105] In S48, the store management server 12 can aggregate the survey response information using the customer ID included in the survey response information. For example, the store management server 12 may associate the survey response management DB 46 with the customer management DB 42 and aggregate the survey response information based on customer attributes. For example, the survey response results may be aggregated for customers who have visited once or less, customers who have visited more than two times but ten times or less, and customers who have visited more than ten times.

[0106] Furthermore, in S45, if the Web server 13 requests the provision of a questionnaire (including the questionnaire ID and customer ID), the store management server 12 may retrieve customer information corresponding to that customer ID from the customer management DB 42 and control the Web server 13 to exclude questions corresponding to that attribute information from the display of the questionnaire. For example, if the questionnaire information includes a question asking for gender, and the customer information attribute information indicates that the customer with that customer ID is male, the store management server 12 may provide the Web server 13 with the questionnaire information corresponding to that questionnaire ID, excluding the question asking for gender. This can reduce the burden on the questionnaire respondents.

[0107] Furthermore, in S45, the Web server 13 may request the provision of a questionnaire (including the questionnaire ID and customer ID), and the store management server 12 may control the Web server 13 to retrieve customer information corresponding to that customer ID from the customer management DB 42 and add questions related to that attribute information to the questionnaire to be displayed. For example, if the questionnaire information includes a question asking about the area, and the customer information attribute information indicates that the customer with that customer ID frequently uses stores in that area, the store management server 12 may add questions specific to the stores in that area (for example, questions about the food offered at that store) to the questionnaire information corresponding to that questionnaire ID and provide it to the Web server 13.

[0108] Furthermore, for example, it is possible to extract customers who have ordered a specific dish and whose order status is "paid" based on their customer ID. In this case, customers who have received a specific product or service may be asked to answer a survey. The survey may also include not only evaluations of the store's atmosphere and food during the visit, but also estimations of the customer's preferred dishes and food categories based on their order, and a survey on those estimated dishes may be conducted to serve as a reference for new menu items. Artificial intelligence (AI) may be used for this estimation.

[0109] Figure 13 is an example of a block diagram of the hardware environment of a computer that executes the program in this embodiment. Computer 201 may be a store management server 12, a web server 13, a user terminal 21, or any other terminal. Computer 201 consists of a CPU 202, ROM 203, RAM 204, storage device 205, input I / F 206, output I / F 207, communication I / F 208, reader 209, and bus 210.

[0110] Here, CPU refers to the central processing unit. ROM refers to read-only memory. RAM refers to random access memory. I / F refers to the interface. Bus 210 may be connected to CPU 202, ROM 203, RAM 204, storage device 205, input I / F 206, output I / F 207, communication I / F 208, and optionally a reader 209.

[0111] The CPU 202 reads the program according to this embodiment from the storage device 205 and, for example, when functioning as a store management server 12, executes the program as the reservation management unit 33, reception management unit 34, seat management unit 35, order processing unit 36, settlement processing unit 37, and questionnaire management unit 38. ROM 203 is read-only memory. RAM 204 is memory for temporary storage.

[0112] The storage device 205 is a device for storing large amounts of information. Various types of storage devices can be used as the storage device 205, such as hard disks, solid-state drives (SSDs), and flash memory cards. For example, when functioning as the storage unit 41 of the store management server 12, the storage device 205 stores programs according to the embodiment of the present invention and various data stored in the storage unit 41.

[0113] Input I / F206 can be connected to input devices such as keyboards, mice, electronic cameras, webcams, microphones, scanners, sensors, tablets, touch panels, and information reading devices. Output I / F207 can be connected to output devices such as displays, touch panels, projectors, printers, and speakers.

[0114] Communication I / F 208 is an interface such as a port for connecting to a communication network and communicating with other devices. The communication network may be the Internet, a local area network (LAN), a wide area network (WAN), a dedicated line, wired, wireless, or other communication network. Reader 209 is a device for reading portable recording media.

[0115] The program that implements the processing described in the above embodiment may be stored, for example, in the storage device 205 via a communication network and communication interface 208 from the program provider. Alternatively, the program that implements the processing described in the above embodiment may be stored in a commercially available and distributed portable storage medium. In this case, the portable storage medium may be set in the reader 209, and the program may be read and executed by the CPU 202. Various types of storage media can be used as portable storage media, such as CD-ROMs, flexible disks, optical disks, magneto-optical disks, IC cards, USB memory devices, and semiconductor memory cards. The program stored in such a storage medium is read by the reader 209.

[0116] Furthermore, the program may be installed on a standalone computer, or it may be installed on a cloud computer and only its functionality may be provided to the user.

[0117] According to this embodiment, aggregation can be performed taking into account customer attributes. More specifically, even customers who visit without a reservation can be individually identified and aggregated based on their attributes. That is, in the case of customers with reservations, personally identifiable information such as their name and contact information is registered in advance when they make a reservation, so they can be identified in subsequent tracing. However, in the past, there was no opportunity to collect personally identifiable information about customers who visited without a reservation, so they could not be identified in subsequent tracing. However, with the information processing device 1, even customers who visit without a reservation can be individually identified and aggregated based on their attributes.

[0118] The embodiments of this specification have been described above based on the embodiments and modifications described above. The embodiments described above are for the purpose of facilitating understanding of this specification and do not limit it. This specification may be modified and improved without departing from its spirit and the scope of the claims, and equivalents thereof are included in this specification. Furthermore, any technical features that are not described as essential in this specification may be deleted as appropriate. [Explanation of Symbols]

[0119] 1. Information Processing Device 2 Identification Unit 3. Transmitter 4. Aggregation Department 5 Display Control Unit 5 11. Store Management System 12 Store Management Server 13 Web Server 16 stores 17 Store terminals 18 Order receiving terminal 19. Customer registration terminal 20 Information displays 21 User terminals 22 Communication Networks 31 Control Unit 33 Reservation Management Department 34 Reception Management Department 35. Seating Management Department 36 Order Processing Department 37 Settlement Processing Section 38. Survey Management Department 41 Storage section 42 Customer management DB 43 Reservation Management Database 44 Order Management Database 45. Survey Management Database 46. ​​Survey Response Management Database 47 Settings management DB

Claims

1. An identification unit, upon reading a two-dimensional code issued by a reception device at the store when a customer arrives, using the customer's information and communication terminal, and when an order for goods or services is placed on an order acceptance screen displayed based on the URL contained in the two-dimensional code, in response to a request for an order from the customer that includes a first identification information transmitted from the information and communication terminal, which is an identification information generated based on communication application software, the customer's telephone number, the customer's email address, or the unique identification information of the information and communication terminal, determines whether the first identification information is already registered, issues a second identification information to identify the customer if the first identification information is not already registered, registers the second identification information in relation to the first identification information, and acquires the second identification information related to the first identification information if the first identification information is already registered. A transmission unit transmits to the customer, using the first identification information, predetermined notification information including the access destination information, which is the access destination information for the store survey information at the time of the visit, with the second identification information added to the pre-set access destination information for the store survey information at the time of the visit, if the status of the order in the predetermined information based on the request is settled and a predetermined period has elapsed since the visit. An aggregation unit that acquires response information to the aforementioned survey information to which the second identification information has been assigned, and aggregates the response information based on the customer attributes corresponding to the second identification information, An information processing device characterized by comprising:

2. When a customer places a takeout or delivery order using the information and communication terminal, the identification unit, in response to the request for the takeout or delivery order which includes the first identification information transmitted from the information and communication terminal, determines whether the first identification information is already registered. If the first identification information is already registered, it identifies the customer. If the first identification information is not registered, it issues the second identification information to the customer and registers the second identification information. The information processing apparatus according to feature 1.

3. The aforementioned information processing device further, When an inquiry regarding the second identification information is made from the inquiry source device based on the access destination information, the display control unit obtains customer attribute information corresponding to the second identification information from customer relationship information relating the first identification information and the second identification information, and controls the inquiry source device to exclude the questions corresponding to the attribute information from the display of the survey information. The information processing apparatus according to claim 1, characterized by comprising:

4. The aforementioned information processing device further, When an inquiry regarding the second identification information is made from the inquiry source device based on the access destination information, a display control unit controls the inquiry source device to obtain customer attribute information corresponding to the second identification information from customer relationship information relating the first identification information and the second identification information, and to add questions related to the attribute information to the target of display of the survey information. The information processing apparatus according to claim 1, characterized by comprising:

5. On the computer, When a customer enters a store, a two-dimensional code issued by a reception device at the store is read by the customer's information and communication terminal, and an order for goods or services is placed on the order acceptance screen displayed based on the URL contained in the two-dimensional code, in response to the customer's order request which includes first identification information transmitted from the information and communication terminal, which is identification information generated based on communication application software, the customer's telephone number, the customer's email address, or the unique identification information of the information and communication terminal, it is determined whether the first identification information is already registered, if the first identification information is not already registered, a second identification information that identifies the customer is issued and the second identification information is registered in relation to the first identification information, if the first identification information is already registered, the second identification information associated with the first identification information is obtained, If the status of the order in the predetermined information based on the request is settled and a predetermined period has elapsed since the customer's visit, the first identification information is used to send a predetermined notification to the customer, which includes the access destination information obtained by adding the second identification information to the access destination information for the store survey information obtained at the time of the visit. The system obtains response information to the aforementioned survey information to which the second identification information has been assigned, and aggregates the response information based on the customer attributes corresponding to the second identification information. An information processing program characterized by executing a process.

6. Computers When a customer enters a store, a two-dimensional code issued by a reception device at the store is read by the customer's information and communication terminal, and an order for goods or services is placed on the order acceptance screen displayed based on the URL contained in the two-dimensional code, in response to the customer's order request which includes first identification information transmitted from the information and communication terminal, which is identification information generated based on communication application software, the customer's telephone number, the customer's email address, or the unique identification information of the information and communication terminal, it is determined whether the first identification information is already registered, if the first identification information is not already registered, a second identification information that identifies the customer is issued and the second identification information is registered in relation to the first identification information, if the first identification information is already registered, the second identification information associated with the first identification information is obtained, If the status of the order in the predetermined information based on the request is settled and a predetermined period has elapsed since the customer's visit, the first identification information is used to send a predetermined notification to the customer, which includes the access destination information obtained by adding the second identification information to the access destination information for the store survey information obtained at the time of the visit. The system obtains response information to the aforementioned survey information to which the second identification information has been assigned, and aggregates the response information based on the customer attributes corresponding to the second identification information. An information processing method characterized by performing a process.

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