Evaluation system, evaluation method, and evaluation program

Abstract

To provide an evaluation system, an evaluation method, and an evaluation program for accurately evaluating responses to a questionnaire from users of a facility.SOLUTION: An evaluation system 10 includes: an acquisition processing unit 111 which acquires response information to a questionnaire regarding the use of an accommodation H1 from a user of the accommodation H1; and an evaluation processing unit 113 which evaluates the response information acquired by the acquisition processing unit 111 on the basis of specification information including at least one of place information on a place where the user inputs the response information, use history information of the user using the accommodation H1, and attribute information of the user.SELECTED DRAWING: Figure 2

Description

Technical Field

[0001] The present invention relates to an evaluation system, an evaluation method, and an evaluation program for evaluating usage targets such as facilities used by users.

Background Art

[0002] In facilities such as hotels and inns, questionnaires regarding services are conducted for users for the purpose of improving services and increasing the number of users. Conventionally, a system for evaluating facilities based on questionnaire results is known (see, for example, Patent Document 1).

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] In the conventional technology, since it is in the form that users answer the question items created by the facility, it is difficult to reflect the opinions of users on viewpoints that are not included in the question items. For this reason, since it is impossible to accurately evaluate the answers of users to the questionnaire, it becomes difficult to formulate effective measures for improving services.

[0005] An object of the present invention is to provide an evaluation system, an evaluation method, and an evaluation program capable of accurately evaluating the questionnaire answers of facility users.

Means for Solving the Problems

[0006] An evaluation system according to one aspect of the present invention comprises an acquisition processing unit and an evaluation processing unit. The acquisition processing unit acquires response information to a questionnaire regarding the use of the facility from a user of the facility. The evaluation processing unit evaluates the response information acquired by the acquisition processing unit based on specific information including location information of the place where the user entered the response information, the user's facility usage history information, and the user's attribute information.

[0007] An evaluation method relating to another aspect of the present invention is an evaluation method in which one or more processors perform the following actions: obtain information from facility users regarding their responses to a questionnaire about their use of the facility; and evaluate the response information based on specific information including at least one of the following: location information of the place where the user entered the response information; the user's facility usage history information; and the user's attribute information.

[0008] An evaluation program relating to another aspect of the present invention is an evaluation program that causes one or more processors to perform the following actions: obtain information from facility users regarding their responses to a questionnaire about their use of the facility; and evaluate the response information based on specific information including at least one of the following: location information of the place where the user entered the response information; the user's facility usage history information; and the user's attribute information. [Effects of the Invention]

[0009] According to the present invention, it is possible to provide an evaluation system, an evaluation method, and an evaluation program that can accurately evaluate the questionnaire responses of facility users. [Brief explanation of the drawing]

[0010] [Figure 1] Figure 1 shows the configuration of an evaluation system according to an embodiment of the present invention. [Figure 2] Figure 2 is a block diagram showing the specific configuration of an evaluation system according to an embodiment of the present invention. [Figure 3]Figure 3 shows an example of response information used in an evaluation system according to an embodiment of the present invention. [Figure 4] Figure 4 shows an example of usage history information used in the evaluation system according to an embodiment of the present invention. [Figure 5] Figure 5 shows an example of user information used in an evaluation system according to an embodiment of the present invention. [Figure 6] Figure 6 shows an example of evaluation information used in an evaluation system according to an embodiment of the present invention. [Figure 7] Figure 7 is an external view showing an example of a check-in terminal according to an embodiment of the present invention. [Figure 8] Figure 8 shows an example of an operation screen displayed on a check-in terminal according to an embodiment of the present invention. [Figure 9] Figure 9 shows an example of a questionnaire response screen displayed on an operating terminal according to an embodiment of the present invention. [Figure 10] Figure 10 is a flowchart showing an example of the steps of the evaluation process performed in the evaluation system according to an embodiment of the present invention. [Figure 11] Figure 11 shows another example of a questionnaire response screen displayed on an operating terminal according to an embodiment of the present invention. [Modes for carrying out the invention]

[0011] Embodiments of the present invention will be described below with reference to the drawings as appropriate. Note that the embodiments described below are merely examples of the present invention and do not limit the technical scope of the present invention.

[0012] [Evaluation System 10] As shown in FIG. 1, the evaluation system 10 according to an embodiment of the present invention is an example of the evaluation system of the present invention, and includes a management server 1, a check-in terminal 2, a facility terminal 3, and a user terminal 4. The evaluation system 10 can be applied to various facilities such as accommodation facilities such as hotels and inns, leisure facilities, amusement facilities, and commercial facilities. Hereinafter, as an example of the facility of the present invention, the accommodation facility H1 will be described as an example.

[0013] The management server 1 is a server device that manages various information of the accommodation facility H1. The management server 1 may be installed inside the accommodation facility H1 or outside the accommodation facility H1. The management server 1 may manage each of a plurality of accommodation facilities.

[0014] The check-in terminal 2 is an operation terminal installed, for example, near the front of the accommodation facility H1, and receives operations for check-in procedures and check-out procedures by the user himself / herself who is a guest. One check-in terminal 2 may be installed, or a plurality of check-in terminals 2 may be installed.

[0015] The facility terminal 3 is an operation terminal installed, for example, in each guest room of the accommodation facility H1, and receives various operations such as reservation of a restaurant, request for cleaning, and response to a questionnaire from the user who is a guest.

[0016] The user terminal 4 is an operation terminal owned by the user, such as a personal computer installed at the user's home or a portable terminal (smartphone, mobile terminal) that the user can carry. The user makes a reservation for the accommodation facility H1 or inputs an answer to a questionnaire after using the accommodation facility H1 on the user terminal 4.

[0017] The management server 1 can communicate with each of the check-in terminal 2, the facility terminal 3, and the user terminal 4 via a communication network N1 such as the Internet, LAN, WAN, or public telephone line.

[0018] Here, guests of accommodation facility H1 use their own user terminal 4 (such as a personal computer) to access, for example, the accommodation reservation page on the website operated by accommodation facility H1 and make a reservation. Management server 1 retrieves the reservation information and manages the reservations.

[0019] Guests who have made a reservation will visit accommodation facility H1 on the day of their stay and complete the check-in procedure by operating check-in terminal 2. Guests who visit accommodation facility H1 without a reservation can, for example, use check-in terminal 2 to search for available rooms (see Figure 8) and reserve their desired room, and then proceed with the check-in procedure. Guests can also use check-in terminal 2 to complete the check-out procedure as needed. Guests will also complete the payment procedure for their stay during the check-in or check-out procedure.

[0020] Furthermore, users input their responses to a questionnaire regarding their use of accommodation facility H1. For example, users input their responses to the questionnaire at the facility terminal 3 in their guest room. Users also input their responses to the questionnaire at the check-in terminal 2 during the check-out procedure. Users also input their responses to the questionnaire at the user terminal 4 during their stay at accommodation facility H1 or after check-out. The check-in terminal 2, facility terminal 3, and user terminal 4 are each examples of operating terminals of the present invention. The specific configurations of the check-in terminal 2, facility terminal 3, and user terminal 4 will be described below.

[0021] [User terminal 4] As shown in Figure 2, the user terminal 4 includes a control unit 41, a storage unit 42, an operation display unit 43, and a communication unit 44, etc. The user terminal 4 is a terminal device owned by a user of the accommodation facility H1, and is an information processing device such as a personal computer, smartphone, mobile phone, or tablet terminal. For example, a user may use the user terminal 4 to access the accommodation reservation page on the website and make a reservation for accommodation facility H1. Alternatively, for example, a user may use the user terminal 4 to access the survey page on the website and input their answers to a survey for accommodation facility H1. The user terminal 4 can be configured in a well-known way.

[0022] The communication unit 44 is a communication interface for connecting the user terminal 4 to the communication network N1 by wire or wireless connection and for performing data communication with external devices such as the management server 1 via the communication network N1 in accordance with a predetermined communication protocol.

[0023] The operation display unit 43 is a user interface comprising a display unit such as a liquid crystal display or an organic EL display that displays various types of information, and an operation unit such as a mouse, keyboard, or touch panel including touch keys that accepts operations.

[0024] The storage unit 42 is a non-volatile storage unit such as an HDD (Hard Disk Drive), SSD (Solid State Drive), or flash memory that stores various types of information. For example, the storage unit 42 stores a control program such as a browser program. Specifically, the browser program is a control program that causes the control unit 41 to execute communication processing with an external device such as the management server 1 in accordance with a communication protocol such as HTTP (Hypertext Transfer Protocol). Alternatively, the browser program may be a dedicated application for executing communication processing with the management server 1 in accordance with a predetermined communication protocol.

[0025] The control unit 41 includes control devices such as a CPU, ROM, and RAM. The CPU is a processor that performs various arithmetic operations. The ROM is a non-volatile memory unit that stores control programs such as a BIOS and OS in advance to allow the CPU to perform various operations. The RAM is a volatile or non-volatile memory unit that stores various information and is used as a temporary memory (work area) for the various operations performed by the CPU. The control unit 41 controls the user terminal 4 by executing various control programs that are pre-stored in the ROM or memory unit 42 using the CPU.

[0026] Specifically, the control unit 41 functions as a browser processing unit 411 by executing various processes according to the browser program stored in the storage unit 42. The browser processing unit 411 can display a web page provided from the management server 1 via the communication network N1 on the operation display unit 43 and perform browser processing to input operations on the operation display unit 43 to the management server 1. In other words, the user terminal 4 can function as an operation terminal for the management server 1 by the execution of the browser program by the control unit 41. Note that some or all of the processing units included in the control unit 41 may be composed of electronic circuits.

[0027] For example, when a user terminal 4 performs an operation to request access to a predetermined URL corresponding to a website operated by accommodation facility H1, the control unit 41 retrieves data for the website's web pages (accommodation reservation page, questionnaire page) from the management server 1 and displays the web pages on the operation display unit 43. For example, the request to access the predetermined URL can be made by selecting from a pre-registered list of websites, selecting from search results on an information search site, or by text input. Furthermore, if a dedicated application corresponding to the management server 1 is installed on the user terminal 4, the web pages will be displayed on the operation display unit 43 when the user of the user terminal 4 launches the dedicated application.

[0028] Users can make reservations (requests for accommodation reservations) by operating the user terminal 4 and entering accommodation information, guest information, etc., on the accommodation reservation page. Users can also enter their answers to questionnaires on the questionnaire page (for example, the questionnaire response screen P2 in Figure 9) by operating the user terminal 4.

[0029] When the management server 1 receives the accommodation reservation request, it executes the reservation process. Once the accommodation reservation is complete, the control unit 41 receives a reservation completion notification sent from the management server 1. The reservation completion notification includes the reservation number issued by the management server 1 at the time of reservation completion, and the details of the accommodation reservation (reservation details). The reservation completion notification may also include an information code, such as a two-dimensional code, that can be used for the check-in procedure at the check-in terminal 2 described later. The information code may include, for example, user information such as a user ID or member ID that identifies the user (guest), and the reservation number. When the control unit 41 receives the reservation completion notification, it displays the reservation details on the operation display unit 43.

[0030] Furthermore, when the management server 1 receives responses (response information) to the aforementioned questionnaire, it executes an evaluation process to evaluate the response information. The specific configuration of the evaluation process for the response information will be described later.

[0031] [Check-in terminal 2] As shown in Figure 2, the check-in terminal 2 includes a control unit 21, a storage unit 22, an operation display unit 23, an issuing unit 24, a reading unit 25, a communication unit 26, and the like. The check-in terminal 2 may also be an information processing device such as a personal computer.

[0032] Figure 7 is an external view showing an example of the check-in terminal 2. As shown in Figure 7, in the check-in terminal 2, the user (guest) can touch the operation display unit 23. The user performs the check-in procedure while operating the operation screen displayed on the operation display unit 23. The check-in terminal 2 includes a card insertion unit for inserting cards such as credit cards, a card issuing unit (issuing unit 24) for issuing room keys, an output unit for ejecting printed materials such as receipts, and an input unit for inserting coins and banknotes.

[0033] The communication unit 26 is a communication interface for connecting the check-in terminal 2 to the communication network N1 by wire or wireless connection and for performing data communication with the management server 1 via the communication network N1 in accordance with a predetermined communication protocol.

[0034] The operation display unit 23 is a user interface comprising a display unit such as a liquid crystal display or an organic EL display that displays various types of information, and an operation unit such as a touch panel that accepts operations.

[0035] The reading unit 25 reads information codes such as two-dimensional codes. The reading unit 25 may also have a function to scan the user's passport, a membership card issued by the accommodation facility H1, or an identification card. The information read by the reading unit 25 is transmitted to the management server 1 by the control unit 21 and stored in the storage unit 12 of the management server 1.

[0036] The issuing unit 24 issues (discards) a room key (card key). The issuing unit 24 issues a card key based on instructions from the control unit 21. For example, when the user is authenticated (permission to proceed with the check-in procedure) during the check-in process, the issuing unit 24 discharges an IC card type card key from the check-in terminal 2 that stores information corresponding to the user (room ID, check-in date information, etc.). The card key is not limited to an IC card; it may also be a magnetic card. The room key may also be a mobile key used by the user's user terminal 4 (smartphone).

[0037] The storage unit 22 is a non-volatile storage unit such as an HDD, SSD, or flash memory that stores various types of information. For example, the storage unit 22 stores a control program that causes the control unit 21 to execute various control processes. For example, the control program is non-temporarily recorded on a computer-readable recording medium such as a CD or DVD, and is read by a reading device (not shown), such as a CD drive or DVD drive, electrically connected to the check-in terminal 2, and stored in the storage unit 22. Alternatively, the control program may be downloaded to the storage unit 22 of the check-in terminal 2 via the communication network N1.

[0038] The control unit 21 includes control devices such as a CPU, ROM, and RAM. The CPU is a processor that performs various arithmetic operations. The ROM is a non-volatile memory in which control programs such as a BIOS and OS are pre-stored to cause the CPU to perform various arithmetic operations. The RAM is a volatile or non-volatile memory that stores various information and is used as a temporary storage memory (work area) for various processes performed by the CPU. The control unit 21 controls the check-in terminal 2 by executing various control programs pre-stored in the ROM or storage unit 22 using the CPU.

[0039] Specifically, as shown in Figure 2, the control unit 21 includes various processing units such as a reception processing unit 211, a display processing unit 212, and a check-in processing unit 213. The control unit 21 functions as these various processing units by executing various processes according to the control program using the CPU. Some or all of the processing units included in the control unit 21 may be composed of electronic circuits. The control program may be a program that causes multiple processors to function as these various processing units.

[0040] The reception processing unit 211 acquires operation information performed by the user of the accommodation facility H1 on the operation display unit 23 of the check-in terminal 2. For example, when the user performs the operation to start the check-in procedure on the operation screen P1 shown in Figure 8, the reception processing unit 211 acquires the operation information. The check-in procedure includes procedures for entering guest information such as reservation number, name, telephone number, and address, scanning a passport if the user is a foreigner, payment procedures, and issuing a room key. In addition, if the user holds a two-dimensional code displayed on the user terminal 4 (smartphone) over the reader unit 25 (see Figure 7) during the check-in procedure, the reception processing unit 211 may acquire the guest information contained in the two-dimensional code that has been read.

[0041] For example, when a user inputs their answers to a questionnaire on the questionnaire response screen P2 shown in Figure 9, the reception processing unit 211 acquires this operation information.

[0042] The display processing unit 212 displays various types of information on the operation display unit 23. For example, the display processing unit 212 displays on the operation display unit 23 an operation screen P1 (see Figure 8) that accepts the operation to start the check-in and check-out procedures, various operation screens (not shown) for entering the information necessary for the check-in and check-out procedures, a key issuance screen (not shown) for issuing a room key (card key), a payment screen (not shown) for settling the accommodation fee, and a questionnaire response screen P2 (see Figure 9) for entering answers to a questionnaire. The display processing unit 212 may also display the questionnaire response screen P2 in response to user operations during the stay at the accommodation facility H1, other than during the check-in and check-out procedures.

[0043] The check-in processing unit 213 authenticates the user based on the information entered during the check-in procedure. For example, the check-in processing unit 213 refers to the accommodation reservation information stored in the management server 1 and authenticates the user and permits the check-in procedure if the name entered by the user matches the name of the guest included in the accommodation reservation information. Alternatively, the check-in processing unit 213 may authenticate the user and permit the check-in procedure based on the information of the passport image scanned by the reading unit 25.

[0044] Furthermore, the check-in processing unit 213 processes payment for accommodation charges once the user has completed entering the necessary information for check-in and the user has been successfully authenticated. For example, when a user inserts a credit card into the card slot of the check-in terminal 2, the check-in processing unit 213 sends a payment request to the payment server of the payment service provider used by the user and processes the payment.

[0045] Furthermore, the check-in processing unit 213 performs a room key issuance process, for example, issuing a room key (card key) once the payment processing is completed. Specifically, the room key issuance processing unit 214 ejects the card key from the issuance unit 24.

[0046] Once the control unit 21 has finished issuing the room key to the user, it terminates the check-in process and ends the check-in procedure. Each user who has made a reservation for accommodation will operate the check-in terminal 2 themselves upon arrival at the accommodation facility H1 to complete the check-in procedure. In addition, multiple check-in terminals 2 can perform the check-in process in parallel.

[0047] Furthermore, in the checkout procedure, once the room key (card key) has been returned, the accommodation fee has been paid, and the questionnaire has been answered, the control unit 21 terminates the checkout process and ends the checkout procedure.

[0048] [Facility Terminal 3] As shown in Figure 2, the facility terminal 3 includes a control unit 31, a storage unit 32, an operation display unit 33, a communication unit 34, and the like. The facility terminal 3 may also be an information processing device such as a personal computer. The facility terminal 3 is installed in each guest room of the accommodation facility H1, for example.

[0049] The communication unit 34 is a communication interface for connecting the facility terminal 3 to the communication network N1 by wire or wireless connection and for performing data communication with the management server 1 via the communication network N1 in accordance with a predetermined communication protocol.

[0050] The operation display unit 33 is a user interface comprising a display unit such as a liquid crystal display or an organic EL display that displays various types of information, and an operation unit such as a touch panel that accepts operations.

[0051] The storage unit 32 is a non-volatile storage unit such as an HDD, SSD, or flash memory that stores various types of information. For example, the storage unit 32 stores a control program that causes the control unit 31 to execute various control processes. For example, the control program is non-temporarily recorded on a computer-readable recording medium such as a CD or DVD, and is read by a reading device (not shown), such as a CD drive or DVD drive, electrically connected to the check-in terminal 2, and stored in the storage unit 32. Alternatively, the control program may be downloaded to the storage unit 32 of the facility terminal 3 via the communication network N1.

[0052] The control unit 31 includes control devices such as a CPU, ROM, and RAM. The CPU is a processor that performs various arithmetic operations. The ROM is a non-volatile memory in which control programs such as a BIOS and OS are pre-stored to cause the CPU to perform various arithmetic operations. The RAM is a volatile or non-volatile memory that stores various information and is used as a temporary storage memory (work area) for various processes performed by the CPU. The control unit 31 controls the facility terminal 3 by executing various control programs pre-stored in the ROM or storage unit 32 using the CPU.

[0053] Specifically, as shown in Figure 2, the control unit 31 includes various processing units such as a reception processing unit 311 and a display processing unit 312. The control unit 31 functions as these various processing units by executing various processes according to the control program using the CPU. Some or all of the processing units included in the control unit 31 may be composed of electronic circuits. The control program may be a program that causes multiple processors to function as these various processing units.

[0054] The reception processing unit 311 acquires operation information performed by a user of accommodation facility H1 on the operation display unit 33 of the facility terminal 3. For example, after checking in, a user of accommodation facility H1 can use the facility terminal 3 in their room to make a reservation for ancillary facilities. For example, if a user makes a reservation for ancillary facilities such as a restaurant, swimming pool, bathhouse, or playground on the reservation screen (not shown), the reception processing unit 311 acquires this operation information. Also, for example, if a user enters their answers to a questionnaire on the questionnaire response screen P2 (see Figure 9) displayed on the operation display unit 33 of the facility terminal 3, the reception processing unit 311 acquires this operation information.

[0055] The display processing unit 312 displays various types of information on the operation display unit 33. For example, the display processing unit 312 displays a reservation screen (not shown) for the accommodation facility H1 (restaurant, swimming pool, bathhouse, playground, etc.) and a questionnaire response screen P2 (see Figure 9) for entering answers to questionnaires on the operation display unit 33. Users can make reservations for the facilities, answer questionnaires, etc., from their rooms.

[0056] [Management Server 1] As shown in Figure 2, the management server 1 includes a control unit 11, a storage unit 12, an operation display unit 13, a communication unit 14, and the like. The management server 1 may be an information processing device such as a personal computer or a tablet terminal, or it may be a cloud server. Alternatively, the management server 1 may be an information processing device that constructs a so-called hotel management system (Property Management System). The management server 1 may also include functions such as reservation management for managing accommodation reservations and reservations for the use of ancillary facilities, customer information management for managing customer information, room management, and accounting management.

[0057] The communication unit 14 is a communication interface that connects the management server 1 to the communication network N1 by wire or wireless connection and performs data communication with external devices such as check-in terminals 2, facility terminals 3, and user terminals 4 via the communication network N1, in accordance with a predetermined communication protocol.

[0058] The operation display unit 13 is a user interface comprising a display unit such as a liquid crystal display or an organic EL display that displays various types of information, and an operation unit such as a mouse, keyboard, or touch panel that accepts input.

[0059] The storage unit 12 is a non-volatile storage unit such as an HDD, SSD, or flash memory that stores various types of information. For example, the storage unit 12 stores control programs such as evaluation programs that cause the control unit 11 to execute the evaluation process described later (see Figure 10). For example, the control program is non-temporarily recorded on a computer-readable recording medium such as a CD or DVD, and is read by a reading device (not shown), such as a CD drive or DVD drive, which is electrically connected to the management server 1, and stored in the storage unit 12.

[0060] Furthermore, the storage unit 12 stores accommodation reservation information, including information on accommodation reservations received from the user terminal 4. This accommodation reservation information is a database containing multiple reservation records, and is stored in the storage unit 12 in a way that allows for keyword searching.

[0061] Furthermore, the memory unit 12 stores response information D1 related to the questionnaire responses received from the check-in terminal 2, facility terminal 3, and user terminal 4. Figure 3 shows an example of response information D1.

[0062] As shown in Figure 3, the response information D1 contains information such as the response ID, respondent, date of use, response date and time, response location, and response data for each response. The response ID is the identification information for the response to the questionnaire. The respondent is the name of the user (e.g., a hotel guest) who entered the response to the questionnaire. The date of use is the date the accommodation facility H1 was used (e.g., a hotel stay). The response date and time is the date and time the user entered the response to the questionnaire.

[0063] The aforementioned response location is the place (location) where the user entered their response to the questionnaire, such as the front desk of accommodation facility H1, a guest room, or outside accommodation facility H1. For example, if a user enters their response on the questionnaire response screen P2 (see Figure 9) at the check-in terminal 2 installed at the front desk of accommodation facility H1, the control unit 11 registers "Front Desk" as the response location. Also, for example, if a user enters their response on the questionnaire response screen P2 at the facility terminal 3 installed in a guest room of accommodation facility H1, the control unit 11 registers "Guest Room" as the response location. Also, for example, if a user enters their response on the questionnaire response screen P2 at the user terminal 4 outside accommodation facility H1 (for example, at home), the control unit 11 registers "Outside Facility" as the response location.

[0064] The control unit 11 may, in place of or along with the aforementioned answer location, register the identification information (terminal information) of the terminal where the answer was entered in the answer information D1. For example, if a user enters an answer at check-in terminal 2, the control unit 11 registers "check-in terminal" in the terminal information. For example, if a user enters an answer at facility terminal 3, the control unit 11 registers "facility terminal" in the terminal information. For example, if a user enters an answer at user terminal 4, the control unit 11 registers "user terminal" in the terminal information.

[0065] The aforementioned response data is text data that shows the content of the response entered by the user. The aforementioned response data may be text information manually entered by the user using a keyboard or the like, or it may be text information obtained by converting voice data entered by the user into text data.

[0066] Furthermore, the memory unit 12 stores usage history information D2 related to the user's past use of the accommodation facility H1. Figure 4 shows an example of usage history information D2.

[0067] As shown in Figure 4, the usage history information D2 includes information such as user ID, user name, date of use, room information, and response ID for each user. The user ID is the user's identification information and may be, for example, the membership number of accommodation facility H1. The room information is information such as the type of room (single, twin, Western-style room, Japanese-style room, etc.) and grade (standard, deluxe, suite, etc.) of the room used (stayed in) by the user. The room information may also include information such as the floor (low floor, high floor, etc.), direction (sea side, mountain side, etc.), and whether it is non-smoking or smoking. The response ID is the identification information for the response to the questionnaire and corresponds to the response ID in response information D1. If a user who used accommodation facility H1 does not answer the questionnaire (for example, "User A12"), the response ID will be left blank.

[0068] If a user uses accommodation facility H1 multiple times, multiple records of that user's usage history will be registered.

[0069] Furthermore, user information D3 about the user is stored in the memory unit 12. Figure 5 shows an example of user information D3.

[0070] As shown in Figure 5, user information D3 includes information such as user ID, user name, email address, age, gender, and usage type for each user. User information D3 registers information such as users who have used accommodation facility H1 in the past, users who have made a reservation for accommodation facility H1, and users who have registered as members of accommodation facility H1. The email address is the email address of user terminal 4. The email address is used for reservation confirmation, payment confirmation, and requests for cooperation in surveys. The usage type is information that indicates the main way in which a user uses accommodation facility H1. For example, if user A1 is using accommodation facility H1 with their family, the control unit 11 registers "family" as user A1's usage type. Also, for example, if user A3 is using accommodation facility H1 with a group, the control unit 11 registers "group" as user A3's usage type.

[0071] Furthermore, the memory unit 12 stores evaluation information D4 related to the evaluation of the responses to the questionnaire. Figure 6 shows an example of evaluation information D4.

[0072] As shown in Figure 6, the evaluation information D4 contains information such as the response ID, evaluation value, weight, and evaluation result for each questionnaire response. The response ID corresponds to the response ID in the response information D1 and the usage history information D2. The evaluation value is the evaluation value calculated for the response. For example, the evaluation value is registered as a 5-point scale from "1" to "5". The weight is the weight of the evaluation value for the response. The evaluation result is the value obtained by correcting the evaluation value based on the weight, and is the evaluation result for the response. The control unit 11 calculates the evaluation value, the weight, and the evaluation result through the processing described later, and registers them in the evaluation information D4.

[0073] The control unit 11 includes control devices such as a CPU, ROM, and RAM. The CPU is a processor that performs various arithmetic operations. The ROM is a non-volatile memory in which control programs such as a BIOS and OS are pre-stored to cause the CPU to perform various operations. The RAM is a volatile or non-volatile memory that stores various information and is used as a temporary storage memory (work area) for the various operations performed by the CPU. The control unit 11 controls the management server 1 by executing various control programs pre-stored in the ROM or storage unit 12 using the CPU.

[0074] Specifically, the control unit 11 includes various processing units such as an acquisition processing unit 111, an estimation processing unit 112, an evaluation processing unit 113, a setting processing unit 114, and an output processing unit 115. The control unit 11 functions as these various processing units by executing various processes according to the evaluation program using the CPU. Some or all of the processing units included in the control unit 11 may be composed of electronic circuits. The evaluation program may be a program that causes multiple processors to function as these various processing units.

[0075] The acquisition processing unit 111 acquires response information from users of accommodation facility H1 regarding their use of accommodation facility H1. For example, when a user of accommodation facility H1 answers a questionnaire using the facility terminal 3 installed in their room, the user selects a questionnaire item from the menu screen displayed on the facility terminal 3. Once the user selects a questionnaire item, the control unit 11 displays the questionnaire response screen P2 (see Figure 9) on the facility terminal 3. On the questionnaire response screen P2, the user enters their opinions, impressions, etc., regarding accommodation facility H1. For example, the user can use the operation unit (keyboard, etc.) of the facility terminal 3 to input their answer in text. Alternatively, the user can input their answer by voice using the microphone installed in the facility terminal 3. Once the user has entered their answer and pressed the registration button, the acquisition processing unit 111 acquires the response information from the facility terminal 3.

[0076] For example, when a user of accommodation facility H1 answers a questionnaire at the check-in terminal 2 located at the front desk during check-out, the user selects a questionnaire item from the menu screen displayed on the check-in terminal 2. Once the user selects a questionnaire item, the control unit 11 displays the questionnaire answer screen P2 (see Figure 9) on the check-in terminal 2. On the questionnaire answer screen P2, the user enters their opinions, impressions, etc., regarding accommodation facility H1. For example, the user can use the operation unit (touch panel, etc.) of the check-in terminal 2 to input their answers in text into the input fields. Alternatively, for example, the user can input their answers by voice using the microphone installed in the check-in terminal 2. Once the user has entered their answers and pressed the registration button, the acquisition processing unit 111 acquires the answer information from the check-in terminal 2.

[0077] For example, if a user of accommodation facility H1 answers a questionnaire at home using user terminal 4 after checking out, the user selects a questionnaire item from the menu screen displayed on user terminal 4. Once the user selects a questionnaire item, the control unit 11 displays the questionnaire answer screen P2 (see Figure 9) on user terminal 4. On the questionnaire answer screen P2, the user enters their opinions, impressions, etc., regarding accommodation facility H1. For example, the user can use the operation unit (keyboard, etc.) of user terminal 4 to type their answers into the input fields. Alternatively, the user can also input their answers by voice using the microphone installed in user terminal 4. Once the user has entered their answers and pressed the registration button, the acquisition processing unit 111 acquires the answer information from user terminal 4.

[0078] In this way, the acquisition processing unit 111 can acquire response information to the questionnaire from each of the check-in terminal 2, facility terminal 3, and user terminal 4. When the acquisition processing unit 111 acquires the response information, it registers it in response information D1 (see Figure 3). The response information includes the respondent, date of use (date of stay), date and time of response, location of response (or terminal information), and response data (text data). The acquisition processing unit 111 assigns a response ID to each piece of response information and registers it in response information D1. If the acquisition processing unit 111 acquires audio data, it converts it to text data and registers it in the response data.

[0079] The estimation processing unit 112 estimates the user's emotions based on the response information acquired by the acquisition processing unit 111. Specifically, the estimation processing unit 112 estimates the user's emotions, such as joy, anger, sadness, or neutrality, based on the words included in the response data and the tone of voice in the voice data. For example, the estimation processing unit 112 estimates emotions from the degree of match with pre-set keywords, the tone of voice, etc. Furthermore, if the acquisition processing unit 111 can acquire an image of the user's facial expression, the estimation processing unit 112 may estimate the user's emotions based on that image. Known techniques can be used for estimating a person's emotions from text data, voice data, etc.

[0080] The evaluation processing unit 113 evaluates the response information acquired by the acquisition processing unit 111. Specifically, the evaluation processing unit 113 evaluates the response information acquired by the acquisition processing unit 111 based on specific information that includes at least one of the following: location information (see Figure 3) indicating the place where the user entered the response information, the user's accommodation facility H1 usage history information D2 (see Figure 4), and the user's attribute information (user information D3 (see Figure 5)).

[0081] For example, when user A1 enters their answers to a questionnaire, the evaluation processing unit 113 obtains specific information including the location where user A1 answered the questionnaire ("front desk"), the room information from user A1's usage history information D2 ("twin / standard"), and at least one of the following: age ("40s"), gender ("male"), and usage type ("family").

[0082] For example, when user A3 enters an answer to a questionnaire, the evaluation processing unit 113 obtains specific information including information about the location where user A3 answered the questionnaire ("room"), the room information from user A3's usage history information D2 ("twin / suite"), and at least one of the following: age ("40s"), gender ("female"), and usage type ("group").

[0083] Here, the setting processing unit 114 sets the weight of the evaluation value for the response information based on the specified information. Specifically, the setting processing unit 114 makes the weight of the evaluation value for the response information (first weight) when a user inputs the response information at the check-in terminal 2 (an example of the first operation terminal of the present invention) installed at the front desk of the accommodation facility H1 (an example of the first location of the present invention) different from the weight of the evaluation value for the response information (second weight) when a user inputs the response information at the facility terminal 3 (an example of the second operation terminal of the present invention) installed in the guest room of the accommodation facility H1 (an example of the second location of the present invention). For example, the setting processing unit 114 sets the first weight to be greater than the second weight. In this way, the setting processing unit 114 makes the weight of the evaluation value greater than the weight of the evaluation value when a user answers the questionnaire in a guest room because when a user answers the questionnaire in a shared space, the user tends to suppress their emotions and pretend to be normal. The setting processing unit 114 registers the weight in the evaluation information D4 (see Figure 6).

[0084] The evaluation processing unit 113 evaluates the response information based on the weights set by the setting processing unit 114. For example, for user A1's response information "The room was generally dirty," the evaluation processing unit 113 evaluates it on a 5-point scale according to its importance, based on the content of the response and the estimated emotion. For example, the evaluation processing unit 113 calculates "3" (corresponding to t1 in Figure 6) as the evaluation value of the response information. Also, since the response location corresponding to the response information is "front," the setting processing unit 114 sets the weight to a value greater than "1" (for example, "1.2" (corresponding to k1 in Figure 6)). When the weight is set to "1.2," the evaluation processing unit 113 corrects the evaluation value "3" based on the weight "1.2" and determines "3.6" (=3 × 1.2) (corresponding to g1 in Figure 6) as the evaluation result of user A1's response information. The evaluation processing unit 113 registers the determined evaluation result (g1=3.6) in the evaluation information D4 (see Figure 6).

[0085] In another embodiment, the setting processing unit 114 sets the weight of the evaluation value for the response information obtained from users of rooms with a first-rate room charge to be greater than the weight of the evaluation value for the response information obtained from users of rooms with a second-rate room charge that is lower than the first-rate room charge. For example, the setting processing unit 114 sets the weight of the evaluation value for the response information of users using suite rooms to be greater than the weight of the evaluation value for the response information of users using standard rooms. In this way, the setting processing unit 114 makes it easier to reflect the survey responses of high-paying users in measures to improve services by making the weight of the evaluation value for the response information of such users greater than the weight of the evaluation value for the response information of low-paying users.

[0086] For example, regarding user A3's response information, "The free room upgrade plan is not great," the evaluation processing unit 113 calculates "4" (corresponding to t3 in Figure 6) as the evaluation value of the response information based on the content of the response and the estimated sentiment. The setting processing unit 114 also sets the weight to "1.5" (corresponding to k3 in Figure 6) because user A3 is a customer using a high-grade room (suite). When the weight is set to "1.5," the evaluation processing unit 113 corrects the evaluation value "4" based on the weight "1.5" and determines "6.0" (=4 × 1.5) (corresponding to g3 in Figure 6) as the evaluation result of user A3's response information. The evaluation processing unit 113 registers the determined evaluation result (g1=6.0) in the evaluation information D4 (see Figure 6).

[0087] In another embodiment, the setting processing unit 114 sets the weight of the evaluation value for the response information obtained from a user who uses the accommodation facility H1 at a first frequency to be greater than the weight of the evaluation value for the response information obtained from a user who uses the accommodation facility H1 at a second frequency, which is less frequent than the first frequency. For example, the setting processing unit 114 sets the weight of the evaluation value for the response information of a user who uses the accommodation facility H1 every month to be greater than the weight of the evaluation value for the response information of a user who uses the accommodation facility H1 about once a year. In this way, the setting processing unit 114 makes the weight of the evaluation value for the response information of a user with a high repeat rate greater than the weight of the evaluation value when a user with a low repeat rate responds, in order to make it easier to reflect the survey responses of users with a high repeat rate in measures to improve the service.

[0088] For example, regarding user A4's response information, "I was very satisfied with the summer-only dining plan," the evaluation processing unit 113 determines the evaluation value of the response information to be "2" (corresponding to t4 in Figure 6) based on the content of the response and the estimated emotion. In addition, the setting processing unit 114 sets the weight to "1.1" (corresponding to k4 in Figure 6) if user A4 is a customer who uses accommodation facility H1 every month. When the weight is set to "1.1," the evaluation processing unit 113 corrects the evaluation value "2" based on the weight "1.1" and determines "2.2" (=2 × 1.1) (corresponding to g4 in Figure 6) as the evaluation result of user A4's response information.

[0089] In another embodiment, the setting processing unit 114 may, for example, set the weight of the evaluation value for the response information of elderly people to be greater than the weight of the evaluation value for the response information of young people. Also, the setting processing unit 114 may, for example, set the weight of the evaluation value for the response information of family and group users to be greater than the weight of the evaluation value for the response information of single users.

[0090] Furthermore, when the evaluation processing unit 113 evaluates the response information on a five-point scale, it may determine the evaluation values ​​such that the evaluation value for negative responses is higher than the evaluation value for positive responses. Similarly, when the evaluation processing unit 113 evaluates the response information on a five-point scale, it may determine the evaluation values ​​such that the evaluation value for estimated negative emotions is higher than the evaluation value for estimated positive emotions. This allows for, for example, higher evaluation values ​​for response information such as complaints and grievances.

[0091] The evaluation processing unit 113 identifies the evaluation targets for accommodation facility H1 based on the evaluation results of the response information obtained from each of the multiple users. For example, based on the evaluation results, the evaluation processing unit 113 identifies the targets (cleaning, staff, rooms, food, etc.) that are causing complaints or grievances. The evaluation processing unit 113 also identifies the targets (cleaning, staff, rooms, food, etc.) that have received high satisfaction ratings based on the evaluation results.

[0092] The output processing unit 115 outputs the evaluation results determined by the evaluation processing unit 113 and the evaluation targets identified by the evaluation processing unit 113 to the manager of accommodation facility H1. This allows the manager to verify the current services and formulate effective measures to improve services based on the evaluation results and evaluation targets.

[0093] [Evaluation process] An example of the evaluation process performed in the evaluation system 10 will be described below with reference to Figure 10. The evaluation process is performed by the control unit 11 of the management server 1. For example, the control unit 11 starts the execution of the evaluation process by starting the execution of the evaluation program. The present invention can be understood as an invention of an evaluation method that performs one or more steps included in the evaluation process.

[0094] Furthermore, one or more steps included in the evaluation process described below may be omitted as appropriate. Also, the execution order of each step in the evaluation process may differ to the extent that similar effects are produced. In addition, in this embodiment, the case in which multiple processors corresponding to the control unit 11 execute each step in the evaluation process in a distributed manner is given as an example, but in other embodiments, one processor may execute each step in the evaluation process.

[0095] First, in step S1, the control unit 11 determines whether or not a response to the questionnaire has been obtained. Specifically, the control unit 11 displays the questionnaire response screen P2 (see Figure 9) in response to the user's operation on the operation terminal, and accepts the user's input operation for the response on the questionnaire response screen P2. For example, the user inputs their response to the questionnaire regarding the use of accommodation H1 as text or voice input on the questionnaire response screen P2 displayed on an operation terminal such as the check-in terminal 2 installed at the front desk of accommodation H1, the facility terminal 3 installed in the guest room of accommodation H1, or the user terminal 4 held by the user. When the user inputs a response on the operation terminal, the control unit 11 obtains the response information from the operation terminal. If the control unit 11 obtains the response (S1: Yes), it moves the process to step S2. The control unit 11 waits until the response is obtained (S1: No).

[0096] In step S2, the control unit 11 estimates the emotions of the user who entered their answers to the questionnaire. Specifically, the control unit 11 estimates the user's emotions, such as joy, anger, sadness, or neutrality, based on the words included in the response information (response data), the tone of voice in the voice data, etc.

[0097] Next, in step S3, the control unit 11 calculates an evaluation value for the response information to the questionnaire. Specifically, the control unit 11 calculates a 5-point evaluation value for the user's response information based on the content of the response and the estimated emotion. For example, the control unit 11 calculates a high evaluation value (e.g., "3" or higher) when the response contains words such as complaint or grievance. Also, for example, the control unit 11 calculates a high evaluation value (e.g., "3" or higher) when the tone of voice is low and the emotion is negative. The control unit 11 may also calculate an evaluation value based on a combination of the content of the response and the emotion.

[0098] Next, in step S4, the control unit 11 sets the weights of the evaluation values. Specifically, the control unit 11 sets the weights of the evaluation values ​​based on specific information that includes at least one of the following: location information (see Figure 3) indicating the place where the user entered the response information, the user's accommodation facility H1 usage history information D2 (see Figure 4), and the user's attribute information (age, gender, usage type, etc. of user information D3).

[0099] For example, the control unit 11 sets the weight to a large value if the location where the response information was entered is the front desk (check-in terminal 2) of accommodation facility H1, and sets the weight to a small value if the location where the response information was entered is a guest room (facility terminal 3) of accommodation facility H1.

[0100] For example, the control unit 11 sets the weight to a larger value if the user who entered the response information uses a higher-grade room, and sets the weight to a smaller value if the user who entered the response information uses a lower-grade room.

[0101] For example, the control unit 11 sets the weight to a large value if the repeat rate of the accommodation facility H1 of the user who entered the response information is high, and sets the weight to a small value if the repeat rate of the accommodation facility H1 of the user who entered the response information is low.

[0102] For example, the control unit 11 sets the weight to a larger value if the user who entered the response information is elderly, and sets the weight to a smaller value if the user who entered the response information is young.

[0103] For example, the control unit 11 sets the weight to a larger value when the user who entered the response information is using (staying) the facility as a family or group, and sets the weight to a smaller value when the user who entered the response information is using (staying) the facility alone.

[0104] Next, in step S5, the control unit 11 corrects the evaluation value calculated in step S3 using the weight. Specifically, the control unit 11 multiplies the evaluation value calculated in step S3 by the weight. The control unit 11 determines the evaluation value obtained by the multiplication as the evaluation result of the response information.

[0105] Next, in step S6, the control unit 11 identifies the evaluation target indicated by the response information. For example, if the user responds with a complaint regarding cleaning, the control unit 11 identifies "cleaning" as the evaluation target. For example, the control unit 11 identifies one of the evaluation targets from among several candidate evaluation targets (cleaning, staff, rooms, food, etc.) based on the content of the response.

[0106] Next, in step S7, the control unit 11 outputs the evaluation results. Specifically, the control unit 11 outputs the evaluation results and the evaluation target to the manager of accommodation facility H1.

[0107] As described above, the evaluation system 10 repeatedly executes the evaluation process each time it obtains response information to the questionnaire from the operation terminals (check-in terminal 2, facility terminal 3, user terminal 4, etc.).

[0108] As described above, the evaluation system 10 according to this embodiment obtains response information to a questionnaire regarding the use of accommodation facility H1 from a user of accommodation facility H1, and evaluates the response information based on specific information that includes at least one of the following: location information of the place where the user entered the response information, the user's usage history information of accommodation facility H1, and the user's attribute information.

[0109] According to the above configuration, each response to a survey can be evaluated not only based on the content of the response but also by considering the aforementioned specific information. For example, even if multiple users enter the same response, each response can be evaluated according to the location where the response was submitted, past usage history, and user attributes. Therefore, it is possible to accurately evaluate users' responses to surveys. Consequently, it becomes possible to formulate effective measures to improve the service.

[0110] Furthermore, the evaluation system 10 may estimate the user's emotions based on the response information and evaluate the response information based on the specific information and the estimated emotions. This allows the response information to be evaluated while taking the user's emotions into consideration.

[0111] Furthermore, the evaluation system 10 may set weights for evaluation values ​​for the response information based on the specific information, and evaluate the response information based on the weights.

[0112] For example, the evaluation system 10 may set the first weight of the evaluation value for the response information when the user inputs the response information at a first operation terminal installed at a first location (shared space) of accommodation H1 to be different from the second weight of the evaluation value for the response information when the user inputs the response information at a second operation terminal installed at a second location (guest room) of accommodation H1. For example, if the first location is a shared space and the second location is a guest room, the evaluation system 10 sets the first weight to be greater than the second weight.

[0113] For example, the evaluation system 10 may set the weight of the evaluation value for the response information obtained from users of rooms with high room rates to be greater than the weight of the evaluation value for the response information obtained from users of rooms with low room rates.

[0114] For example, the evaluation system 10 may set the weight of the evaluation value for the response information obtained from users who frequently use the accommodation facility H1 to be greater than the weight of the evaluation value for the response information obtained from users who do not frequently use the accommodation facility H1.

[0115] These configurations allow for a more accurate evaluation of users' responses to surveys.

[0116] The present invention is not limited to the embodiments described above. The evaluation system of the present invention may also be in the following embodiments.

[0117] In another embodiment, the control unit 11 of the management server 1 may identify change points, such as the timing or period when emotions changed, based, for example, on the evaluation results of multiple past responses from a specific user, or the evaluation results of multiple past responses from multiple users. The control unit 11 then identifies changes in operations and services before and after the identified change points. This allows, for example, if the period when complaints about food increased coincides with the period when the restaurant's menu was changed, the cause of the complaints can be identified as the restaurant's new menu. Similarly, if the period when complaints about staff service increased coincides with the period when staff shifts were changed, the cause of the complaints can be identified as the staff's new shifts. In this way, it becomes easier to identify evaluation targets based on changes in users' emotions.

[0118] Furthermore, in another embodiment, as shown in Figure 11, for example, the control unit 11 may display the survey response items on the survey response screen P2 so that the user can select them. This makes it easier to identify the evaluation target. The control unit 11 may also change the survey response items depending on the user. For example, the control unit 11 may request users staying in higher-grade rooms (suites) to answer a survey about "guest rooms," and elderly users to answer surveys about "food" and "staff."

[0119] In another embodiment, the control unit 11 may dynamically set the content of the questionnaire (such as the answer items). For example, the control unit 11 may change the content of the questionnaire based on the aforementioned change point. For example, if complaints increase when staff shifts are changed, the control unit 11 may request a questionnaire response regarding "staff".

[0120] With the above configuration, it is possible to evaluate users' responses to the survey more accurately.

[0121] In this embodiment, the management server 1, check-in terminal 2, facility terminal 3, and user terminal 4 correspond to the evaluation system according to the present invention. However, the evaluation system according to the present invention may include one or more of the components among the management server 1, check-in terminal 2, facility terminal 3, and user terminal 4. For example, the management server 1 alone may constitute the evaluation system according to the present invention.

[0122] [Notes on the invention] The following is an overview of the invention extracted from the above-described embodiments. Note that each configuration and processing function described below can be selected and combined as desired.

[0123] <Note 1> An acquisition processing unit that acquires information on responses to a questionnaire regarding the use of the facility from facility users, An evaluation processing unit that evaluates the response information acquired by the acquisition processing unit based on specific information including location information of the place where the user entered the response information, the user's facility usage history information, and the user's attribute information. An evaluation system equipped with the following features.

[0124] <Note 2> The system further includes an estimation processing unit that estimates the user's emotions based on the response information obtained by the acquisition processing unit, The evaluation processing unit evaluates the response information based on the specific information and the emotion estimated by the estimation processing unit. The evaluation system described in Appendix 1.

[0125] <Note 3> The system further includes a setting processing unit that sets the weight of the evaluation value for the response information based on the specified information. The evaluation processing unit evaluates the response information based on the weights set by the setting processing unit. The evaluation system described in Appendix 1 or 2.

[0126] <Note 4> The setting processing unit makes the first weight of the evaluation value for the response information different when the user inputs the response information at a first operation terminal installed at a first location of the facility, and the second weight of the evaluation value for the response information different when the user inputs the response information at a second operation terminal installed at a second location of the facility. The evaluation system described in Appendix 3.

[0127] <Note 5> The aforementioned facility is an accommodation facility, The first operating terminal is installed in the common area of ​​the accommodation facility, and the second operating terminal is installed in the guest room of the accommodation facility. The setting processing unit sets the first weight to a weight greater than the second weight. The evaluation system described in Appendix 4.

[0128] <Note 6> The aforementioned facility is an accommodation facility, The setting processing unit sets the weight of the evaluation value for the response information obtained from a user of a room with a room charge of the first rate to a weight greater than the weight of the evaluation value for the response information obtained from a user of a room with a room charge of the second rate, which is lower than the first rate. The evaluation system described in any of the appendices 3 to 5.

[0129] <Note 7> The setting processing unit sets the weight of the evaluation value for the response information obtained from a user who uses the facility at a first frequency to a weight greater than the weight of the evaluation value for the response information obtained from a user who uses the facility at a second frequency, which is lower than the first frequency. The evaluation system described in any of the appendices 3 to 6.

[0130] <Note 8> The location information is the location information of the operating terminal where the user inputs the response information. The aforementioned usage history information is the number of times or frequency of use of the facility by the user in the past. The attribute information includes at least one of the following: the user's age, gender, and usage type indicating an individual or group. The evaluation system described in any of the appendices 1 to 7.

[0131] <Note 9> The evaluation processing unit identifies the facility to be evaluated based on the evaluation results of the response information obtained from each of the multiple users. The evaluation system described in any of the appendices 1 to 8. [Explanation of Symbols]

[0132] 1: Management Server 2: Check-in terminal 3: Facility terminals 4: User terminal 10: Evaluation System 11: Control Unit 111: Acquisition Processing Unit 112: Estimation Processing Unit 113: Evaluation Processing Unit 114: Configuration Processing Unit 115: Output Processing Unit 211: Reception Processing Section 212: Display Processing Unit 213: Check-in Processing Section 214: Room Key Issuance Processing Unit 311: Reception Processing Section 312: Display Processing Unit 411: Browser Processing Unit D1: Answer information D2: Usage history information D3: User Information D4: Evaluation Information H1: Accommodation P1: Operation screen P2: Questionnaire response screen

Claims

1. An acquisition processing unit that acquires information on responses to a questionnaire regarding the use of the accommodation facility from users of the accommodation facility, A setting processing unit sets the weight of the evaluation value for the response information acquired by the acquisition processing unit based on the location information of the location where the user entered the response information, An evaluation processing unit evaluates the response information acquired by the acquisition processing unit based on the weight set by the setting processing unit, Equipped with, The setting processing unit sets the weight of the evaluation value for the response information when the user inputs the response information at a first operating terminal installed in a common area of ​​the accommodation facility to a weight greater than the weight of the evaluation value for the response information when the user inputs the response information at a second operating terminal installed in a guest room of the accommodation facility.

2. The system further includes an estimation processing unit that estimates the user's emotions based on the response information obtained by the acquisition processing unit, The evaluation processing unit evaluates the response information based on the location information and the emotion estimated by the estimation processing unit. The evaluation system according to claim 1.

3. The location information is the location information of the operating terminal where the user inputs the response information. The evaluation system according to claim 1.

4. The evaluation processing unit identifies the accommodation facility to be evaluated based on the evaluation results of the response information obtained from each of the multiple users. The evaluation system according to claim 1.

5. One or more processors To obtain information from users of the accommodation facility regarding their responses to a questionnaire about their use of the accommodation facility, Based on the location information of the place where the user entered the response information, the weight of the evaluation value for the response information is set. Evaluating the response information based on the aforementioned weights, The weight of the evaluation value for the response information when the user inputs the response information at a first operating terminal installed in the common area of ​​the accommodation facility is set to be greater than the weight of the evaluation value for the response information when the user inputs the response information at a second operating terminal installed in the guest room of the accommodation facility. An evaluation method for performing this task.

6. Obtaining information from users of the accommodation facility who have responded to a questionnaire regarding their use of the accommodation facility, Based on the location information of the place where the user entered the response information, the weight of the evaluation value for the response information is set. Evaluating the response information based on the aforementioned weights, The weight of the evaluation value for the response information when the user inputs the response information at a first operating terminal installed in the common area of ​​the accommodation facility is set to be greater than the weight of the evaluation value for the response information when the user inputs the response information at a second operating terminal installed in the guest room of the accommodation facility. An evaluation program designed to run on one or more processors.

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