Information processing system, information processing method, and program

Abstract

The present invention addresses the problem of making it possible to efficiently utilize results of a questionnaire and various investigations conducted with store customers for subsequent store management.　In a CPU of a visiting user terminal 3 included in an information processing system, a display control unit 52 displays an evaluation page, which is accessible by reading an identifier placed in a store of a store user, on the terminal reading the identifier. In a CPU 11 of a management server 1 included in the information processing system, an acquisition unit 32 acquires evaluation information for evaluating the store, which is input to a web page by the visiting user operating the visiting user terminal 3, and an analysis unit 33 analyzes the acquired evaluation information on the basis of an evaluation item composed of a plurality of layers.

Description

Information processing system, information processing method, and program

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

[0002] Techniques for supporting the compilation of questionnaire response data are known (for example, Patent Document 1).

[0003] JP 2015-064666 A

[0004] Conventional techniques, including the technique described in Patent Literature 1, allow for efficient implementation of surveys and collection of survey results. However, even if the survey results can be collected, there is no point in conducting the survey if the survey results cannot be utilized in subsequent store operations.

[0005] The present invention has been made in consideration of such circumstances, and aims to enable the results of questionnaires and various surveys conducted on store users to be used efficiently in subsequent store operations.

[0006] In order to achieve the above object, one aspect of the present invention is an information processing system having: a display control means for displaying a web page that accepts evaluation information about a store from store users on a first terminal operated by a store user who visits the store; an acquisition means for acquiring the evaluation information input to the web page via the first terminal; and an analysis means for analyzing the acquired evaluation information based on evaluation items composed of multiple layers.

[0007] An information processing method and a program corresponding to the information processing system according to one aspect of the present invention are also provided as an information processing method and a program corresponding to the information processing system according to one aspect of the present invention.

[0008] According to the present invention, the results of questionnaires and various surveys conducted on store users can be used efficiently in the subsequent operation of the store.

[0009] FIG. 1 is a diagram showing an example of the overall configuration of an information processing system according to one embodiment of the present invention. FIG. 2 is a block diagram showing an example of the hardware configuration of a management server constituting the information processing system of FIG. 1. FIG. 3 is a functional block diagram showing an example of the functional configuration of each of the management server, shop user terminal, and visiting user terminal constituting the information processing system of FIG. 1. FIG. 4 is a flowchart showing an example of the processing flow of a visiting user terminal. FIG. 5 is a diagram showing a specific example of the service to which the information processing system of FIG. 1 is applied. FIG. 6 is a diagram showing a specific example of evaluation items to be analyzed in the service.

[0010] This embodiment will be described below with reference to the accompanying drawings. <Information Processing System S> FIG. 1 is a diagram illustrating an example of the overall configuration of an information processing system S according to one embodiment of the present invention. The information processing system S is configured to include a management server 1, store user terminals 2-1 to 2-n (n is an integer value of 1 or greater), and visiting user terminals 3-1 to 3-m (m is an integer value of 1 or greater), all connected via a network N. The network N may be, for example, the Internet, a local area network (LAN), a virtual private network (VPN), or the like. When it is not necessary to individually describe each of the store user terminals 2-1 to 2-n, they will be collectively referred to as the "store user terminal 2." When it is not necessary to individually describe each of the visiting user terminals 3-1 to 3-m, they will be collectively referred to as the "visiting user terminal 3."

[0011] The information processing system S is an information processing system used by a user (hereinafter referred to as a "store user") as the manager of a store to be evaluated (hereinafter referred to simply as a "store") and a user (hereinafter referred to as a "visiting user") as a customer of the store. When the information processing system S reads a predetermined identifier from a QR code (registered trademark) or the like placed in the store user's store, the information processing system S performs the following process. That is, the information processing system S causes the visiting user terminal 3 that read the identifier to display a web page (hereinafter referred to as an "evaluation page") associated with the identifier.

[0012] The store user may be any person who operates the store, such as an owner of an individual store, a person in charge at the headquarters of a franchise store, a franchised owner, a store clerk, etc. The information processing system S can also display different items of the evaluation results depending on the type of store user (a person in charge at the headquarters of a franchise store, a franchised owner, a store clerk, etc.).

[0013] When information for evaluating a store (hereinafter referred to as "evaluation information") is entered into the input fields of the evaluation page displayed on the visiting user terminal 3, the information processing system S acquires the entered evaluation information. The evaluation information is entered by the visiting user.

[0014] The information processing system S evaluates visiting users who have evaluated a store. As will be described in detail later, the information processing system S evaluates users who have input evaluation information that is useful to the store user as having a good visiting user evaluation (hereinafter referred to as a "visiting user evaluation"). The evaluation may be a points-adding system in which points are added each time useful evaluation information is input, or a comprehensive evaluation system based on, for example, the ratio of useful evaluation information input to unhelpful evaluation information input. A visiting user who has obtained a predetermined visiting user evaluation may be awarded a predetermined badge (hereinafter referred to as a "good badge"). The visiting user evaluation may also include an evaluation of whether the visiting user is a repeat visitor. The visiting user is also awarded predetermined points (hereinafter referred to as "visiting user points") according to the visiting user evaluation. The visiting user points may be used not only as an evaluation but also to receive predetermined preferential treatment, etc.

[0015] The content of the evaluation page displayed on the visiting user terminal 3 varies depending on whether the visiting user has a good or bad evaluation. For example, the content of the evaluation page displayed on the visiting user terminal 3 varies depending on whether the visiting user has a good badge. In other words, the evaluation page displayed on the visiting user terminal 3 of a visiting user who does not have a good badge displays input items for simple evaluations (hereinafter referred to as "simple questionnaire items"). The simple questionnaire items include, for example, an input item for giving an overall evaluation of the store on a scale of 10 points and an input item that allows free word input of impressions. In contrast, the evaluation page displayed on the visiting user terminal 3 of a visiting user who has a good badge displays input items for more detailed evaluations (hereinafter referred to as "mystery shopping items"). The mystery shopping items include, for example, an overall evaluation of the store similar to the simple questionnaire items, as well as input items for giving a score on a scale of 10 points for each predetermined evaluation item and input items that allow free word input of impressions (for example, an input item with a larger number of characters than the simple evaluation).

[0016] The information processing system S analyzes the acquired evaluation information and provides the analysis results to the store user. The analysis of the evaluation information is performed based on predetermined evaluation items. In this embodiment, the evaluation items are configured in two layers, consisting of multiple major items and multiple minor items for each major item. The major items are classified according to the various elements that customers experience at the store. The minor items are classified according to the perspectives pointed out by customers for each major item. For example, the major item "ordering" may have minor items such as "timing," "method," "suggested explanation," "understanding of contents," "product selection," and "menu list." The evaluation items may be a combination of major items and minor items prepared in advance, or may be created by the store user.

[0017] The evaluation information entered into an input field on the evaluation page that allows free-word input of impressions is divided as necessary by an AI that handles natural language (e.g., Large Language Models (LLM)). The evaluation information is then classified to belong to one of the evaluation categories, and the evaluation content is further categorized into positive and negative and managed. For example, suppose the evaluation information entered as free words is "They came to take our order too early." In this case, this evaluation information is categorized into a major category called "order" and a minor category called "timing," and is further categorized into "negative" and managed. In this case, the text information "too early" may be associated and managed.

[0018] By categorizing the evaluations into positive and negative categories, positive and negative points for improving the store can be extracted, allowing store users to efficiently implement a PDCA cycle based on customer feedback.

[0019] The importance of each evaluation item is evaluated based on accumulated evaluation information. For example, evaluation information entered into simple questionnaire items is likely to accumulate in large quantities because it includes much of the evaluation information entered into simple questionnaire items from customers who have not logged in. Therefore, the importance of each evaluation item is evaluated statistically. Furthermore, evaluation information entered into mystery shopper survey items is evaluation of the store by customers who have logged in and hold a good badge, and high-quality evaluations can be expected. Therefore, among the evaluation information entered into mystery shopper survey items, evaluation items that are deemed to have a high degree of importance in the simple questionnaire items are weighted so that they are given particular importance. The analysis results of such valuable evaluation information are preferentially fed back to store users as information expected to contribute to store operations.

[0020] [Management Server 1] The management server 1 is an information processing device that serves as a server that manages the entire information processing system S. The management server 1 is capable of executing predetermined application programs that enable the information processing system S to be used. The management server 1 transmits various types of information to each of the store user terminal 2, the visiting user terminal 3, and the outside, and enables various processes to be executed. The management server 1 also acquires various types of information transmitted from each of the store user terminal 2, the visiting user terminal 3, and the outside, and enables various processes to be executed.

[0021] For example, when a store user provides information required for registration to the management server 1, the management server 1 registers the store user and manages the provided information as store user information. The store user information includes information such as the name, store name, business type, service content, location, email address, past evaluation information, and past analysis results. Furthermore, when a visiting user provides information required for registration to the management server 1, the management server 1 registers the visiting user and manages the provided information as visiting user information. The visiting user information includes information such as the name, age, gender, address, email address, previously entered evaluation information, and information related to the visiting user evaluation given (hereinafter referred to as "visiting user evaluation information").

[0022] The management server 1 also manages the evaluation page. Specifically, the management server 1 displays the evaluation page on the visiting user terminal 3 that has accessed the evaluation page. The evaluation page displayed on the visiting user terminal 3 may display simple questionnaire items or mystery shopping items depending on whether the visiting user has an excellent badge.

[0023] That is, for example, if a visiting user has a quality badge, a button to access a page to answer simple questionnaire items and a button to access a page to answer mystery shop survey items are displayed. Then, a visiting user who has a quality badge can operate the button to access the desired answer page. This allows a visiting user who has a quality badge to choose whether to answer simple questionnaire items or mystery shop survey items depending on their own time availability, etc. Also, if a visiting user does not have a quality badge, simple questionnaire items are displayed. This allows only visiting users who have a quality badge to answer mystery shop survey items. As a result, high-quality answers can be obtained for mystery shop survey items.

[0024] Furthermore, the management server 1 acquires the evaluation information input to the evaluation page and performs a predetermined evaluation on the visiting user who inputs the evaluation information (calculating the visiting user evaluation and granting visiting user points and good badges). Specifically, the management server 1 manages information related to the visiting user evaluation, visiting user points, good badges, etc., granted to the visiting user in association with the visiting user information of the visiting user.

[0025] The management server 1 also analyzes the evaluation information and displays the analysis results on the store user terminal 2. The configuration and processing of the management server 1 will be described in detail later.

[0026] [Store User Terminal 2] The store user terminal 2 is an information processing device operated by a store user. The store user terminal 2 is capable of executing a predetermined application program that enables use of the information processing system S. The store user terminal 2 is capable of performing various processes based on various information transmitted from the management server 1 and from the outside, and various information input by the store user. The store user terminal 2 is also capable of transmitting various information to both the management server 1 and from the outside.

[0027] For example, the store user terminal 2 accepts an input operation for setting evaluation items and transmits the input information as item setting information to the management server 1. The store user terminal 2 also acquires the analysis results of the evaluation information transmitted from the management server 1 and displays them on a display or the like. The store user terminal 2 also transmits information for approaching visiting users (hereinafter referred to as "approach information") to the management server 1. Details of the configuration and processing of the store user terminal 2 will be described later.

[0028] [Visiting User Terminal 3] The visiting user terminal 3 is an information processing device operated by the visiting user. The visiting user terminal 3 is capable of executing a predetermined application program that enables use of the information processing system S. The visiting user terminal 3 is capable of performing various processes based on various information transmitted from the management server 1 and the outside, and various information input by the visiting user. The visiting user terminal 3 is also capable of transmitting various information to both the management server 1 and the outside.

[0029] For example, the visiting user terminal 3 reads an identifier placed in the store based on the visiting user's operation and accesses the evaluation page. The visiting user terminal 3 then displays the evaluation page on a display or the like. The visiting user terminal 3 also logs in using login information entered by the visiting user. The visiting user terminal 3 also transmits the entered evaluation information to the management server 1. The visiting user terminal 3 also displays visiting user information including information about the visiting user's evaluation (visiting user evaluation, visiting user points, and good badge) on a display or the like. Details of the configuration and processing of the visiting user terminal 3 will be described later.

[0030] The above-described processing by each of the management server 1, the store user terminal 2, and the visiting user terminal 3 that constitute the information processing system S is one example. In addition, since it is sufficient for the information processing system S as a whole to have the function of realizing the above-described processing, some or all of the functions of realizing the above-described processing may be shared or cooperated within the information processing system S.

[0031] For example, some or all of the functions of the management server 1 may be functions of other information processing devices in the information processing system S. Also, some or all of the functions of other information processing devices in the information processing system S may be functions of the management server 1. Furthermore, some or all of the functions of the management server 1 may be transferred to other servers (not shown). This promotes processing in the information processing system S as a whole and also makes it possible for processes to complement each other.

[0032] <Hardware Configuration> [Hardware Configuration of Management Server 1] Fig. 2 is a block diagram showing an example of the hardware configuration of the management server 1 that constitutes the information processing system S of Fig. 1. The management server 1 includes a CPU (Central Processing Unit) 11, a ROM (Read Only Memory) 12, a RAM (Random Access Memory) 13, a bus 14, an input / output interface 15, an output unit 16, an input unit 17, a storage unit 18, a communication unit 19, and a drive 20.

[0033] The CPU 11 executes various processes in accordance with programs recorded in the ROM 12 or programs loaded from the storage unit 18 into the RAM 13. The RAM 13 also stores data and the like required for the CPU 11 to execute various processes. The CPU 11, ROM 12, and RAM 13 are interconnected via a bus 14. An input / output interface 15 is also connected to this bus 14.

[0034] The input / output interface 15 is connected to an output unit 16, an input unit 17, a storage unit 18, a communication unit 19, and a drive 20. The output unit 16 is composed of a display, a speaker, etc., and outputs various types of information as images, sounds, etc. The input unit 17 is composed of a keyboard, a mouse, a touch panel, etc., and accepts input of various types of information. The storage unit 18 is composed of a hard disk, a DRAM (Dynamic Random Access Memory), etc., and stores various types of data. The communication unit 19 communicates with other devices via the above-mentioned network N, which is composed of the Internet, etc.

[0035] Removable media 21, such as a magnetic disk, optical disk, magneto-optical disk, or semiconductor memory, is appropriately loaded into the drive 20. Programs read from the removable media 21 by the drive 20 are installed in the storage unit 18 as needed. The removable media 21 can also store various data stored in the storage unit 18 in the same way as the storage unit 18.

[0036] [Hardware Configuration of the Store User Terminal 2 and the Visiting User Terminal 3] Each of the store user terminal 2 and the visiting user terminal 3 has the same hardware configuration as the management server 1 shown in Fig. 2. That is, each of the store user terminal 2 and the visiting user terminal 3 has a CPU, ROM, RAM, bus, input / output interface, output unit, input unit, memory unit, communication unit, drive, and removable media, which correspond to the CPU 11, ROM 12, RAM 13, bus 14, input / output interface 15, output unit 16, input unit 17, memory unit 18, communication unit 19, drive 20, and removable media 21, respectively, in Fig. 2.

[0037] <Functional Configuration> Figure 3 is a functional block diagram showing an example of the functional configuration of each of the management server 1, the store user terminal 2, and the visiting user terminal 3 that make up the information processing system S of Figure 1. [Functional Configuration of Management Server 1] When the CPU 11 of the management server 1 operates, a management unit 31 as a management means, an acquisition unit 32 as an acquisition means, an analysis unit 33 as an analysis means, an evaluation unit 34 as an evaluation means, and a transmission control unit 35 as a display control means function. In addition, the memory unit 18 of the management server 1 is provided with various databases. For example, a store user DB 41 that stores store user information, a visiting user DB 42 that stores visiting user information, an evaluation DB 43 that stores evaluation information, and an analysis result DB 44 that stores the analysis results of the evaluation information are provided.

[0038] The management unit 31 stores and manages various types of information in various databases in the storage unit 18. For example, the management unit 31 stores and manages store user information acquired by the acquisition unit 32 in a store user DB 41. The management unit 31 also stores and manages visiting user information acquired by the acquisition unit 32 in a visiting user DB 42. The management unit 31 also stores and manages evaluation information acquired by the acquisition unit 32 in an evaluation DB 43. The management unit 31 also stores and manages analysis results of the evaluation information by the analysis unit 33 (described later) in an analysis result DB 44. The management unit 31 can also manage information related to feedback and questions by using AI (Artificial Intelligence) technology, particularly generation AI that generates answers using natural language, to control an AI system (not shown) to generate feedback and questions on the content of the evaluation page (question text on a web page for inputting evaluations).

[0039] Here, the management of visiting user information by the management unit 31 includes management of visiting user evaluation information. Management of incentive information by the management unit 31 is performed, for example, as follows. That is, when a visiting user visits a store, accesses an evaluation page by reading an identifier, and enters evaluation information, the management unit 31 awards visiting user points on the day of the visit or the day after. Here, a predetermined amount of visiting user points is awarded on the condition that the visiting user performs a login operation, and visiting user points are not awarded if the visiting user does not perform a login operation. In other words, visiting user points can be managed only for visiting users who have performed a login operation. Note that visiting user points awarded on the day after the day of the visit vary as follows.

[0040] That is, if a store user of a store reacts positively to the evaluation information of a store entered by a visiting user, the visiting user points awarded from the day after the store visit date will increase. For example, if a store user presses a button (a so-called "good button") with a positive meaning, such as "this was helpful" or "this will be an item for improvement in the future," in response to the evaluation information entered by the visiting user, the visiting user points awarded from the day after the store visit date will increase. Also, if a store user formulates an improvement plan based on the evaluation information entered by the visiting user and shares it within the store, the visiting user points awarded from the day after the store visit date will increase.

[0041] Furthermore, even if there is no reaction from the store user of the store to the store evaluation information entered by the store user, the visiting user points awarded from the day after the store visit date may increase. For example, if the analysis unit 33 continuously analyzes the evaluation information and the analysis results show that an improvement has been observed in the evaluation item pointed out by the visiting user, the visiting user points awarded from the day after the store visit date will increase. In other words, even if there is no reaction from the store user to the evaluation information pointed out by the visiting user, if an improvement is observed in the evaluation item, the visiting user who pointed out the evaluation item will be evaluated as having contributed to the improvement. As a result, the visiting user points awarded from the day after the store visit date will increase.

[0042] Furthermore, if a visiting user answers mystery shopping items, the visiting user points will increase compared to when the visiting user answers simple questionnaire items. Furthermore, if the evaluation information of the store entered by the visiting user is inappropriate, the visiting user points will decrease. For example, if the evaluation information of the store entered by the visiting user has an overall rating of 10 out of 10, and the free word input for impressions is entirely negative, the evaluation information will be deemed inappropriate and the visiting user points will decrease.

[0043] The management unit 31 also manages the evaluation page. The management of the evaluation page by the management unit 31 includes control of the evaluation page to be displayed on the visiting user terminal 3. Specifically, as control of the evaluation page, the management unit 31 displays mystery shopping items on the evaluation page if the visiting user of the visiting user terminal 3 who has accessed the evaluation page has an excellent badge. In contrast, the management unit 31 displays simple questionnaire items on the evaluation page if the visiting user does not have an excellent badge. Furthermore, the management unit 31 can manage to display a button for accessing a page to answer the simple questionnaire items and a button for accessing a page to answer the mystery shopping items if the visiting user has an excellent badge. The management unit 31 can then control the evaluation page to be displayed on the visiting user terminal 3 in response to the operation of a button for accessing a desired answer page by a visiting user who has an excellent badge.

[0044] The acquisition unit 32 acquires various types of information. For example, the acquisition unit 32 acquires store user information input to the store user terminal 2. The acquisition unit 32 also acquires setting item information input to the store user terminal 2. The acquisition unit 32 also acquires approach information input to the store user terminal 2. The acquisition unit 32 also acquires visiting user information input to the visiting user terminal 3. The acquisition unit 32 also acquires evaluation information input to the evaluation page on the visiting user terminal 3.

[0045] The analysis unit 33 analyzes various types of information. For example, it analyzes the evaluation information acquired by the acquisition unit 32. The analysis of the evaluation information by the analysis unit 33 is performed based on the evaluation items (major items and minor items). The evaluation information to be analyzed includes those in which scores are input and those in which free words are input.

[0046] The analysis unit 33 performs an analysis to classify the acquired evaluation information with negative evaluation content. That is, the analysis is performed to classify the acquired evaluation information so that it is possible to distinguish which of the evaluation information contained negative comments in the analysis results. This allows the store user to easily understand the points that need to be improved when viewing the analysis results.

[0047] The analysis unit 33 also performs an analysis to classify the acquired evaluation information into positive evaluations. That is, the analysis is performed to classify the acquired evaluation information into positive evaluations in the analysis results. This allows store users to easily understand the areas that need to be maintained or further improved when viewing the analysis results. Furthermore, for store employees, not only negative evaluations but also positive evaluations can be distinguished and presented, which can prevent demotivation and can also be used in personnel systems.

[0048] The analysis unit 33 also performs an analysis to classify the acquired evaluation information whose evaluation content is neutral. That is, the analysis is performed to classify the acquired evaluation information so that it is possible to distinguish which of the evaluation information's comments are neutral (neither positive nor negative, or within a predetermined range in between) in the analysis results. This allows the store user, when viewing the analysis results, to pick out and understand comments that are difficult to perceive as either positive or negative, or that are perceived as neutral because they contain comments from both perspectives. The analysis content by the analysis unit 33 is managed by the management unit 31.

[0049] The evaluation unit 34 evaluates various types of information. For example, the evaluation unit 34 evaluates the degree of importance of each set evaluation item. Specifically, the evaluation unit 34 evaluates the degree of importance of each evaluation item based on the evaluation information entered in the simple questionnaire items on the evaluation page. The evaluation unit 34 also evaluates the degree of importance of the acquired evaluation information. Specifically, the evaluation unit 34 highly evaluates the degree of importance of evaluation items that are determined to be highly important in the simple questionnaire items among the evaluation information entered in the mystery shopping items on the evaluation page. The evaluation unit 34 also evaluates the degree of importance of the evaluation information of the visiting user according to the visiting user evaluation associated with the visiting user who entered the evaluation content. That is, for example, the evaluation content of a visiting user who has a good visiting user evaluation can be highly evaluated.

[0050] Furthermore, the evaluation unit 34 evaluates the store based on the analysis results of the evaluation information by the analysis unit 33. The evaluation of the store by the evaluation unit 34 includes evaluations by each department in charge of the store, individual evaluations by employees (such as the store manager or store clerks) who belong to the store, etc. The evaluation results by the evaluation unit 34 are managed by the management unit 31 as store user information.

[0051] The transmission control unit 35 controls the communication unit 19 to transmit various types of information to the store user terminal 2, the visiting user terminal 3, and the outside. For example, the transmission control unit 35 controls the transmission of control information for displaying an evaluation page on the visiting user terminal 3. The transmission control unit 35 also controls the transmission of the analysis results of the evaluation information by the analysis unit 33 to the store user terminal 2. This allows the analysis results of the evaluation information to be fed back to the store user. The transmission control unit 35 also controls the transmission of approach information to the visiting user terminal 3.

[0052] [Functional Configuration of Store User Terminal 2] When the CPU of the store user terminal 2 is operating, an acquisition unit 51, a display control unit 52, and a transmission control unit 53 function.

[0053] The acquisition unit 51 acquires various types of information. For example, the acquisition unit 51 acquires the analysis results of the evaluation information transmitted from the management server 1.

[0054] The display control unit 52 controls the display of various information on the display of the output unit. For example, the display control unit 52 controls the display to display the analysis results of the evaluation information acquired by the acquisition unit 51.

[0055] The transmission control unit 53 controls the communication unit to transmit various types of information. For example, the transmission control unit 53 controls the transmission of store user information input by the input unit to the management server 1. The transmission control unit 53 also controls the transmission of item setting information input by the input unit to the management server 1. The transmission control unit 53 also controls the transmission of approach information to the management server 1.

[0056] [Functional Configuration of Visiting User Terminal 3] When the CPU of the visiting user terminal 3 operates, a reading unit 71, an acquisition unit 72, a display control unit 73, and a transmission control unit 74 function. The reading unit 71 reads various information. For example, the reading unit 71 reads an identifier placed in the store.

[0057] The acquisition unit 72 acquires various types of information. For example, the acquisition unit 72 acquires control information for displaying an evaluation page transmitted from the management server 1. The acquisition unit 72 also acquires approach information transmitted from the management server 1.

[0058] The display control unit 73 controls the display of various information on the display of the output unit. For example, the display control unit 73 controls the display to display an evaluation page in which the access destination is associated with the read identifier. That is, the display control unit 73 displays a web page that accepts evaluation information about the store from the store user on a user terminal operated by a visiting user who visits the store. The display control unit 73 also controls the display to display approach information from the store user.

[0059] The transmission control unit 74 controls the communication unit to transmit various types of information. For example, the transmission control unit 74 controls the transmission of visiting user information input by the input unit to the management server 1. The transmission control unit 74 also controls the transmission of evaluation information input by the input unit to the management server 1.

[0060] <Processing Flow> [Processing Flow of Management Server 1] Fig. 4 is a flowchart showing an example of the processing flow of the management server 1. Fig. 5 is a flowchart following the flowchart shown in Fig. 4. When the store user provides the information necessary for registration (YES in step S1), the management server 1 registers the store user (step S2) and manages the provided information as store user information (step S3). On the other hand, if the store user does not provide the information necessary for registration (NO in step S1), the management server 1 repeats the determination process of step S1.

[0061] When the visiting user provides the information required for registration (YES in step S4), the management server 1 registers the visiting user (step S5) and manages the provided information as visiting user information (step S6). On the other hand, when the visiting user does not provide the information required for registration (NO in step S4), the management server 1 repeats the determination process in step S4.

[0062] The management server 1 controls the evaluation page (step S7). If the visiting user terminal 3 that has accessed the evaluation page has already logged in (YES in step S8), the management server 1 proceeds to the judgment process of step S9. On the other hand, if the visiting user terminal 3 has not already logged in (NO in step S8), the management server 1 displays a simple questionnaire item on the evaluation page (step S11) and proceeds to the judgment process of step S12.

[0063] If the logged-in user of the visiting user terminal 3 has a good badge (YES in step S9), the management server 1 displays the mystery shopping items on the evaluation page (step S10) and proceeds to the judgment process of step S12. On the other hand, if the visiting user does not have a good badge (NO in step S9), the management server 1 proceeds to step S11.

[0064] When evaluation information is input to the evaluation page (YES in step S12), the management server 1 acquires the input evaluation information (step S13) and evaluates the visiting user who input the evaluation information (calculating the visiting user evaluation, and awarding visiting user points and a good badge) (step S14). On the other hand, if evaluation information is not input to the evaluation page (NO in step S12), the management server 1 repeats the determination process of step S12.

[0065] The management server 1 analyzes the evaluation information acquired in step S13 (step S15). Then, the management server 1 transmits the analysis result of the evaluation information to the store user terminal 2 (step S16). This ends the processing of the management server 1 (END).

[0066] [Processing Flow of Visiting User Terminal 3] Figure 6 is a flowchart showing an example of the processing flow of the visiting user terminal 3. In the example of Figure 6, it is assumed that the visiting user operating the visiting user terminal 3 has an excellent badge. When an operation to read an identifier placed in a store is performed (YES in step S21), the visiting user terminal 3 accesses the evaluation page associated with that identifier (step S22). On the other hand, when an operation to read the identifier is not performed (NO in step S21), the visiting user terminal 3 repeats the determination process of step S21.

[0067] When an operation to input login information is performed (YES in step S23), the visiting user terminal 3 transmits the input login information to the management server 1 (step S24) and proceeds to the processing of step S25. On the other hand, when an operation to input login information is not performed (NO in step S23), the visiting user terminal 3 proceeds to the processing of step S26.

[0068] The visiting user terminal 3 that sent the login information in step S24 displays an evaluation page including mystery shopping items (step S25) and proceeds to the processing of step S27. The visiting user terminal 3 that did not send the login information in step S24 displays an evaluation page including simple questionnaire items (step S26) and proceeds to the processing of step S27.

[0069] When the evaluation information is input to the evaluation page (YES in step S27), the visiting user terminal 3 transmits the input evaluation information to the management server 1 (step S28). This ends the processing of the visiting user terminal 3 (END).

[0070] 7 is a diagram showing a specific example of a service (hereinafter referred to as "this service") to which the information processing system S of FIG. 1 is applied. FIG. 7 shows a store user Us who uses this service and a visiting user Uc who visits a store T, which is a restaurant run by the store user Us. A QR code (registered trademark) or the like including an identifier C such as a URL (Uniform Resource Locator) of an evaluation page is printed on a portion of a pop P placed on each table in the store T.

[0071] When a visiting user Uc seated at a table operates a visiting user terminal 3 such as a smartphone to read the identifier C, the visiting user terminal 3 accesses the evaluation page. A login page is then displayed on the display of the visiting user terminal 3. When the visiting user Uc performs an operation to log in, the visiting user information is referenced, and an evaluation page is displayed according to whether or not the visiting user Uc has a good badge.

[0072] Specifically, if the visiting user Uc has a good badge, an evaluation page including mystery shopping items is displayed. On the other hand, if the visiting user Uc does not have a good badge, an evaluation page including simple questionnaire items is displayed. Note that even if the visiting user Uc does not perform any operations to log in, the evaluation page including simple questionnaire items is displayed. Note that in the example of Figure 7, it is assumed that the evaluation page including the mystery shopping items is displayed on the visiting user terminal 3.

[0073] The store visitor user Uc performs an input operation (an operation to input evaluation information) to answer the mystery shopping items either before or after a meal, during the meal, or after leaving the store T. The mystery shopping items include an item for inputting a score and an item for inputting a free word. When the store visitor user Uc answers the mystery shopping items, a predetermined number of store visitor points are awarded unconditionally. Furthermore, if the content of the store visitor user Uc's answer contributes to the store operation of the store user Us and the store user Us has a positive reaction (for example, an operation to press the so-called "Like" button), the predetermined number of store visitor points are awarded. Furthermore, regardless of whether or not the store user Us has a reaction, the predetermined number of store visitor points may be awarded based on the results of the analysis of the evaluation information by this service.

[0074] By using this service, the store user Us can proactively approach and communicate with the store user Uc who has a good badge, rather than simply waiting for the store user Uc to visit the store T. For example, communication can include individual interviews and invitations to tasting events. Store user points may be awarded as an incentive to the store user Uc who responds to communication.

[0075] As a result, the visiting user Uc will recognize that he or she is needed through an approach from the store T, and it is expected that he or she will want to contribute even more to the operation of the store T. As a result, the store user Us will be able to acquire many repeat customers and also be able to acquire so-called loyal customers (good customers).

[0076] The information processing system S can also support the store user Us in conducting in-depth interviews with the visiting users Uc as an approach. That is, for example, the information processing system S can receive approach information for the store user Us to approach the visiting users Uc who have input evaluation information on the evaluation page.

[0077] Specifically, for example, the management server 1 receives approach information (such as questions and evaluation items on the evaluation page) from the store users Us to determine which store users Uc will be the subject of a depth interview among the store users Uc who have entered evaluation information on the evaluation page. The management server 1 presents the approach information (such as questions and evaluation items on the evaluation page) to the store users Uc to determine which store users Uc will be the subject of a depth interview, and accepts their responses. This allows the service, which uses an evaluation page with a relatively low psychological barrier, to be used as an entry point to present approach information for screening (such as questions and evaluation items on the evaluation page) to many store users Uc and obtain their responses. Then, since store users Uc can be screened based on their responses, useful depth interviews can be efficiently implemented.

[0078] Furthermore, for example, the management server 1 can receive the content of the depth interview from the store user Us as approach information. Specifically, for example, the management server 1 can target a store visitor Uc associated with a predetermined store visitor rating (a rating that is deemed good because the visitor has provided useful answers to the store) as the subject of a depth interview, present approach information (such as the content of the depth interview) to the store visitor Uc, and accept a response. As a result, in this service, store visitor Uc who have a good store visitor rating based on ratings of not only the target store but also each store can be targeted for a depth interview after screening, and the approach information (such as the content of the depth interview) can be presented, and the response can be obtained. Then, a depth interview of the store visitor Uc can be conducted based on the response, making it possible to realize the depth interview.

[0079] In other words, simply collecting and analyzing customer feedback, as in conventional surveys, has limitations in fully understanding the actual situation, such as the deep psychological needs of customers and why a product or service resonates with them. Therefore, this service introduces a method called in-depth interviews as an approach, and by understanding customers at a deeper level, it is possible to formulate more effective marketing strategies.

[0080] Here, a depth interview is a qualitative research method in which a user (here, a visiting user Uc) is interviewed for about an hour to gain a deeper understanding of their behavior, thoughts, and feelings regarding a product or service. Specifically, the user is asked specific questions to understand their background and get to the bottom of why they are purchasing the product. In particular, it is possible to select users with attributes similar to a persona (ideal customer profile) or from the customer demographic that is the main target of the product or service.

[0081] Note that depth interviews require time and effort, so they should not be conducted on just anyone, but should be conducted on users who fit one of the following categories (here, store-visiting users Uc): That is, they should be conducted on users who fit into either the customer demographic targeted by the store or the customer demographic interested in a specific product or service that the store wants to promote.

[0082] As mentioned above, conducting depth interviews can clarify the "why" behind customer behavior. The difference between a depth interview and a questionnaire is that while a questionnaire collects data through open-ended or multiple-choice questions, a depth interview is a dialogue-style interview in which participants provide free responses, gathering detailed information in the customer's own words. This allows for a deeper understanding of the customer's deep psychological needs and challenges, product and service usage scenarios, and purchasing process, which can be used to improve customer experience, develop new products, and plan marketing strategies.

[0083] Specifically, for example, customers who visit a steak restaurant are asked the following questions: What were you doing before you came? What do you do after you come? When do you usually eat steak? What mood are you in when you eat steak? What is your number one favorite food? This allows us to delve deeper into the behavior and psychology of our customers.

[0084] For example, to investigate why a certain drink at a hamburger specialty store is selling well, in-depth interviews are conducted with customers who frequently purchase that drink. The drink's popularity is thought to stem from its favorable taste and its compatibility with hamburgers. The in-depth interviews reveal that the drink fulfills a need for a convenient way to kill time in the car on the morning commute (understanding job / context). This means that neither the store nor the customers who purchase the product were aware of this need. In-depth interviews are expected to reveal latent needs. Understanding job / context involves clarifying the needs underlying customer behavior, such as "what problem do customers want to solve through the product / service?" and "in what circumstances do they use the product / service?" Understanding job / context is important in business marketing.

[0085] For example, suppose a rice bowl restaurant in a student town is operating its restaurant and developing its menu with students as its target customers. Surveys and customer data analysis using this service reveal that the majority of customers are office workers in their 30s and 40s. This means that a customer demographic the restaurant hadn't anticipated is actually its main customer base, and the restaurant should reassess its target customer base to include office workers. By utilizing this service, the restaurant can objectively understand the actual customer situation and prevent business development based on incorrect assumptions.

[0086] For example, a certain franchise group conducts test sales in which a new product under development is sold in advance at some stores and customer feedback is collected. The test sales are limited to fans of the franchise group who are interested in the new product. Therefore, by screening the test sales target users Uc who have good customer ratings and who are likely to be interested in the new product, it is possible to narrow down the customers who are interested in the new product. In this way, feedback from target customers can be efficiently collected and used to improve the new product and develop sales strategies.

[0087] As mentioned above, this service can be used as a screening tool to select subjects for in-depth interviews.

[0088] For example, this service makes it possible to compile statistics on the profiles of visiting users Uc based on evaluation information. It also makes it possible to conduct in-depth interviews with visiting users Uc who have favorable user evaluations. This makes it possible to develop marketing strategies based on in-depth interviews, such as those described below.

[0089] For example, during the period when the in-depth interview is being conducted, it is possible to change some of the questions on the web page used to input evaluation information. Specifically, for example, questions related to store improvements can be temporarily suspended, and screening questions for selecting participants for the in-depth interview can be added instead. This allows existing questionnaire systems to be reused, reducing the cost and time required for developing a new system. It also makes it possible to efficiently narrow down the candidates for in-depth interviews without placing a heavy burden on the respondents.

[0090] For example, by adding (or replacing) the frequency of eating out (how often do you usually eat out?) and the number of visits / frequency of use to the target store (how many times have you visited this store?) to the input evaluation information, it is possible to narrow down the users Uc who are suitable for a depth interview.

[0091] Traditionally, many restaurants have outsourced in-depth interviews to external research companies, but this service allows restaurants to conduct in-depth interviews in-house based on survey and interview data obtained through contact with users.

[0092] It is also possible to target users who are repeat customers. It is important to focus not only on customers who have received high ratings, but also on customers who are repeat customers. For example, by analyzing why repeat customers visit repeatedly and what highly rated customers are satisfied with, it is possible to obtain clues for improving customer loyalty. By analyzing the behavior and psychology of repeat customers and highly rated customers, it is possible to understand the deep psychological needs of customers and develop more effective marketing strategies.

[0093] As mentioned above, this service's system of collecting and analyzing evaluation information and user evaluations from store visitors makes it possible to screen store visitors, and the customer needs identified through in-depth interviews can be used in new product development and branding strategies. In other words, if there is a discrepancy between the intended target customers and the customer demographic that actually appeals to a product or service, the direction of branding and product development can be revised. Furthermore, screening using this service makes it possible to quickly determine who a product or service appeals to. Furthermore, improving branding and product development to better meet customer needs can lead to increased customer satisfaction and sales.

[0094] In addition, the management server 1 can use AI technology to generate feedback on bias in questions (web pages for inputting evaluations and the question text) and the questions themselves.

[0095] That is, the problem is that when directly asking customers (here, visiting users Uc) to evaluate your company (here, a store), bias is inevitable. Specifically, when people ask for their own evaluations, they tend to give more positive opinions than negative ones. Also, the way the questions are asked can sometimes lead to bias in the answers. For example, it is easier to collect negative opinions by asking, "What can be improved?" than by asking, "What are the good points?"

[0096] In this service, the management server 1 utilizes AI technology to minimize the influence of bias and collect more objective customer feedback. The management server 1 enables the AI ​​to analyze past data and automatically generate unbiased questions. The management server 1 also enables the AI ​​to create more appropriate questions by taking into account customer attributes and response trends.

[0097] Furthermore, by using this service, store users Us can obtain the analysis results of the evaluation information of visiting users Uc. As a result, for example, for evaluation items for which the analysis results of the evaluation information were positive, the evaluation items can be output as information for awarding or conducting internal evaluations for the entire store T, the relevant department (kitchen, hall, etc.), or individuals that were the subject of evaluation. This allows, for example, employees of store T to recognize that positive evaluations from visiting users Uc directly affect their own evaluations, thereby fostering a better work environment.

[0098] [Specific example of service] Figure 8 is a diagram showing a specific example of evaluation items to be analyzed by this service. Figure 8 shows examples of the following major items in the first layer of the two-layer evaluation items: "Before visiting the restaurant," "Entering and leaving the restaurant," "Seating," "Ordering," "Serving," "Food," "Drinks," "Restroom," "Payment," "Customer service," and "Store."

[0099] Among the major categories, "Before visiting" has exemplified second-tier sub-categories such as "Reputation," "Means of contact," "Reservation," "Finding a store," and "Measures to encourage repeat visits."Furthermore, among the major categories, "Entering and leaving the store" has exemplified second-tier sub-categories such as "Waiting time," "Meeting / seeing off," "Guidance," "Reservation handling," "Luggage handling," and "Response to needs."Furthermore, among the major categories, "Seating" has exemplified second-tier sub-categories such as "Cleanliness / hygiene management," "Comfortable seating," "Layout / space," and "Attention / consideration."

[0100] Furthermore, for the major category "ordering," the following sub-categories are exemplified in the second layer: "timing," "method," "explanation / suggestion," "understanding of contents," "product assortment," and "menu." For the major category "serving," the following sub-categories are exemplified in the second layer: "hygiene management," "time," "explanation," "politeness," "accuracy," "bashing" (cleaning up and clearing up the table after meals), "items," and "method." For the major category "food," the following sub-categories are exemplified in the second layer: "price," "taste," "appearance / presentation," "portion," "temperature," "foreign matter contamination," "smell," "texture," "ease of eating," and "items." Specific examples of other sub-categories are shown in FIG. 8.

[0101] <Advantageous Effects of the Present Embodiment> According to the above-described embodiment, the results of questionnaires and various surveys conducted on store users can be efficiently utilized in the subsequent operation of the store.

[0102] <Others> Although one embodiment of the present invention has been described above, the present invention is not limited to the above embodiment, and modifications, improvements, etc. within the scope of achieving the object of the present invention are included in the present invention. For example, the specific examples shown in Figures 7 and 8 are merely examples for achieving the object of the present invention, and are not particularly limited.

[0103] In the above embodiment, the evaluation page is described as being accessed by a visiting user terminal 3 that reads the identifier C from a POP P placed in a store. However, this is not particularly limited. The display control unit 73 is sufficient as long as it can display a webpage that accepts evaluation information about a store from a visiting user terminal 3 operated by a visiting user who visits the store. For example, the evaluation page may be accessed via application software installed on the visiting user terminal 3. Specifically, for example, the evaluation page may be displayed by performing a predetermined operation in application software for a store or franchise group installed on the visiting user terminal 3. For example, application software provided by a service provider that manages the information processing system S and provides the service may be installed on the visiting user terminal 3, and the evaluation page may be displayed by performing a predetermined operation in the application software. For example, application software (including application software for SNS (Social Networking Service)) for managing points, etc. of multiple stores, franchise groups, etc. may be installed on the visiting user terminal 3, and the evaluation page may be displayed by performing a predetermined operation in the application software.

[0104] Furthermore, in the above-described embodiment, the evaluation items are configured in two layers, namely, major items and minor items, but this is not limiting. The evaluation items may be configured in three or more layers, or may be configured in one layer. Furthermore, the store user's store does not have to be a restaurant, and the content of the evaluation items is not limited to those related to restaurants. The content of the evaluation items is set according to the service content of the store.

[0105] Furthermore, the above-described series of processes can be executed by hardware or software. In other words, the above-described functional configuration is merely an example and is not particularly limited. In other words, it is sufficient for the information processing system S to be provided with a function that can execute the above-described series of processes as a whole, and the type of functional block used to realize this function is not particularly limited to the above-described example.

[0106] The location of the functional blocks is not particularly limited and may be arbitrary. For example, the functional blocks of the management server 1 may be transferred to another device, or the functional blocks of another device may be transferred to a server. Furthermore, one functional block may be configured as a single piece of hardware, a single piece of software, or a combination of both.

[0107] When a series of processes is executed by software, the programs constituting the software are installed onto a computer or the like from a network or a recording medium. The computer may be a computer incorporated into dedicated hardware. The computer may also be a computer capable of executing various functions by installing various programs, such as a server, a general-purpose smartphone, or a personal computer.

[0108] The recording medium containing such a program may be configured as a removable medium (not shown) that is distributed separately from the device main body in order to provide the program to users, etc., or may be configured as a recording medium that is pre-installed in the device main body and provided to users, etc. Since the program can be distributed via a network, the recording medium may be installed in or accessible from a computer that is connected or connectable to the network.

[0109] In this specification, the steps describing the program recorded on the recording medium include not only processes that are performed in chronological order, but also processes that are not necessarily performed in chronological order but are performed in parallel or individually. Also, in this specification, the term "system" means an overall device composed of multiple devices or multiple means, etc.

[0110] In other words, the information processing system to which the present invention is applied can take various forms having the following configurations: (1) That is, the information processing system S to which the present invention is applied is an information processing system having: a display control means (e.g., the display control unit 52 of the visiting user terminal 3 in FIG. 3) that displays a web page (e.g., the above-mentioned evaluation page) that accepts evaluation information about a store (e.g., store T in FIG. 7) of a store user (e.g., store user Us in FIG. 7) on a first terminal (e.g., the visiting user terminal 3 in FIG. 1) operated by a visiting user who visits the store; an acquisition means (e.g., the acquisition unit 32 of the management server 1 in FIG. 3) that acquires evaluation information for evaluating the store that is input to the web page via the first terminal; and an analysis means (e.g., the analysis unit 33 of the management server 1 in FIG. 3) that analyzes the acquired evaluation information based on evaluation items composed of multiple layers (e.g., major items and minor items linked to them).

[0111] (2) The store management system may further include a management means (e.g., the management unit 31 in FIG. 3) for managing the store user evaluation (e.g., the above-mentioned store user evaluation, store user points, and excellent badges) of the store user who inputs the evaluation information based on the acquired evaluation information, in association with the store user.

[0112] (3) The management means can further classify the acquired evaluation information with negative evaluation content and manage it in association with the visiting user.

[0113] (4) The management means can further classify and manage the acquired evaluation information based on positive evaluation content.

[0114] (5) The management means can further classify and manage the acquired evaluation information whose evaluation content is neutral.

[0115] (6) The store management system may further include an evaluation unit that evaluates the importance of the evaluation information by the visiting user in accordance with the visiting user evaluation associated with the visiting user.

[0116] (7) The evaluation means can perform the evaluation for each of the evaluation items.

[0117] (8) In addition, differences can be made in the input items of the evaluation information to be displayed on the web page based on the store visitor evaluation associated with the store visitor (for example, whether the store visitor evaluation is good or bad, or whether or not the store visitor has an excellent badge).

[0118] (9) The system further includes a reception means for receiving input of approach information for the store user to approach at least one of the store visiting users who have input the evaluation information on the web page and the store visiting users to whom a predetermined store visiting user evaluation is associated, and the display control means can display the approach information on the first terminal of the target store visiting user.

[0119] (10) The display control means can also display the results of the analysis by the analysis means on a second terminal of the store user.

[0120] 1: Management server, 2: Store user terminal, 3: Visiting user terminal, 11: CPU, 16: Output unit, 17: Input unit, 18: Storage unit, 19: Communication unit, 31: Management unit, 32: Acquisition unit, 33: Analysis unit, 34: Evaluation unit, 35: Transmission control unit, 51: Acquisition unit, 52: Display control unit, 53: Transmission control unit, 71: Reading unit, 72: Acquisition unit, 73: Display control unit, 74: Transmission control unit, C: Identifier, S: Information processing system, N: Network

Claims

1. An information processing system having a display control means for displaying a web page that accepts evaluation information about a store from a store user on a first terminal operated by a store user who visits the store, an acquisition means for acquiring the evaluation information inputted to the web page via the first terminal, and an analysis means for analyzing the acquired evaluation information based on evaluation items composed of multiple layers.

2. The information processing system according to claim 1, further comprising a management means for managing a visiting user evaluation of the visiting user who inputted the evaluation information based on the acquired evaluation information in association with the visiting user.

3. The information processing system according to claim 2, wherein said management means further classifies and manages said acquired evaluation information whose evaluation content is negative.

4. The information processing system according to claim 3, wherein said management means further classifies and manages the acquired evaluation information having positive evaluation contents.

5. The information processing system according to claim 4, wherein said management means further classifies and manages said acquired evaluation information whose evaluation content is neutral.

6. The information processing system according to claim 2, further comprising an evaluation means for evaluating the degree of importance of the evaluation information by the visiting user in accordance with the visiting user evaluation associated with the visiting user.

7. The information processing system according to claim 6, wherein the evaluation means performs the evaluation for each of the evaluation items.

8. The information processing system according to claim 2, wherein the display control means provides differences in input items for the evaluation information to be displayed on the web page based on the visiting user evaluation associated with the visiting user.

9. The information processing system of claim 2, further comprising a reception means for receiving input of approach information for the store user to approach at least one of the visiting users who have input the evaluation information on the web page and the visiting users with whom a specific visiting user evaluation is associated, and the display control means displays the approach information on the first terminal of the target visiting user.

10. The information processing system according to claim 1, wherein the display control means causes the results of the analysis by the analysis means to be displayed on a second terminal of the store user.

11. An information processing method executed by an information processing system, comprising: a step of displaying a web page that accepts evaluation information about a store from a store user on a first terminal operated by a store user who visits the store; a step of acquiring evaluation information for evaluating the store that is input into the web page via the first terminal; and a step of analyzing the acquired evaluation information based on evaluation items composed of multiple layers.

12. A program for causing a computer to execute information processing including the steps of: displaying a web page that accepts evaluation information about a store from a store user on a first terminal operated by a store user who visits the store; acquiring evaluation information for evaluating the store that is input into the web page via the first terminal; and analyzing the acquired evaluation information based on evaluation items composed of multiple layers.

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