Information collection system, information collection method, program, and information collection device

Abstract

Provided is an information collection system comprising: a related information acquisition unit that acquires related information relating to a service, the provision of which has been received by a customer; a posted information acquisition unit that acquires posted information which has been posted by the customer about the service; and an association unit that associates the related information with the posted information, wherein the related information includes at least one piece of information among information pertaining to an employee who has provided the service to the customer and information pertaining to the behavior of the employee, a facility used by the customer or the employee, and the environment when the customer has received the provision of the service.

Description

Information collection system, information collection method, program, information collection device

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

[0002] For example, the receipt and the remote questionnaire device using the receipt described in Patent Document 1 are configured as follows. That is, the receipt is printed with a two-dimensional barcode readable by a mobile phone or the like. The content of the two-dimensional barcode includes a receipt number that differs for each receipt and a questionnaire site URL that differs for each user company. Further, the remote questionnaire device combines the customer's questionnaire response results obtained using a mobile phone and sales data through collation using the receipt number, and performs analysis and aggregation.

[0003] Japanese Unexamined Patent Application Publication No. 2010-277290

[0004] In the technology described in Patent Document 1, questionnaire response results and sales data are combined; however, sales data only indicates which products or services are sold, and does not include information related to the quality or provision status of products or services. Therefore, the technology described in Patent Document 1 cannot identify true operational issues in a store, and there is room for improvement in terms of being useful for store improvement. An object of the present invention is to provide an information collection system or the like that can identify true operational issues in a store.

[0005] The present invention, completed for the above purpose, is an information collection system comprising: a related information acquisition unit that acquires related information related to a service provided to a customer; a posting information acquisition unit that acquires posting information posted by the customer about the service; and a linking unit that links the related information and the posting information, wherein the related information includes at least one of the following: information about the employee who provided the service to the customer, the employee's actions, the equipment used by the customer or the employee, and information about the environment when the customer received the service. Here, the posting information acquisition unit may acquire identification information of the service along with the posting information, and the linking unit may link the related information and the posting information using the identification information. The linking unit may also link the related information and the posting information using a date and time related to the service. Furthermore, the related information may include information about the preparation of the product provided to the customer. Furthermore, the related information may include information about the location where the customer received the service. Furthermore, the related information may include at least one of the following: the level of crowding, temperature, and noise level of the store where the customer received the service. Furthermore, the related information may include voice information of the employee who provided the service to the customer. The system may also further include a generation unit that generates analytical information associating the related information with the posted information, and a display unit that displays the analytical information generated by the generation unit. Furthermore, the posted information may include an evaluation of the service, and the related information may include information of the employee on the date and time the service was provided to the customer, and the generation unit may generate information of the employee on the date and time the service was provided with a high evaluation, or information of the employee on the date and time the service was provided with a low evaluation. Furthermore, the posted information may include an evaluation of the service, and the generation unit may generate a correspondence between the level of congestion at the store where the customer received the service and the evaluation.Furthermore, from another perspective, the present invention is an information gathering method that acquires relevant information relating to a service provided to a customer, acquires posted information made by the customer about the service, and links the relevant information with the posted information, wherein the relevant information includes at least one of the following: information about the employee who provided the service to the customer, the employee's actions, the equipment used by the customer or the employee, and information about the environment in which the customer received the service. Furthermore, from another perspective, the present invention is a program that causes a computer to execute a function to acquire relevant information relating to a service provided to a customer, a function to acquire posted information made by the customer about the service, and a function to link the relevant information with the posted information, wherein the relevant information includes at least one of the following: information about the employee who provided the service to the customer, the employee's actions, the equipment used by the customer or the employee, and information about the environment in which the customer received the service. Furthermore, from another perspective, the present invention is an information gathering device comprising: a related information acquisition unit that acquires related information relating to a service provided to a customer; a posting information acquisition unit that acquires posting information posted by the customer about the service; and a providing unit that can provide the related information and the posting information necessary for an analysis device that performs analysis of the service to link the related information and the posting information, wherein the related information includes at least one of the following: information about the employee who provided the service to the customer, the employee's actions, the equipment used by the customer or the employee, and information about the environment when the customer received the service. Furthermore, from another perspective, the present invention is an information gathering method that acquires related information relating to a service provided to a customer, acquires posting information posted by the customer about the service, and provides the related information and the posting information necessary for an analysis device that performs analysis of the service to link the related information and the posting information, wherein the related information includes at least one of the following: information about the employee who provided the service to the customer, the employee's actions, the equipment used by the customer or the employee, and information about the environment when the customer received the service.Furthermore, from another perspective, the present invention is a program that causes a computer to execute a function to acquire relevant information relating to a service provided to a customer, a function to acquire posted information posted by the customer about the service, and a function to provide the relevant information and the posted information necessary for an analysis device that performs analysis of the service to link the relevant information and the posted information and perform analysis, wherein the relevant information includes at least one of the following: information about the employee who provided the service to the customer, the employee's actions, the equipment used by the customer or the employee, and information about the environment in which the customer received the service.

[0006] According to the present invention, it is possible to provide an information gathering system, etc., that can identify the true operational challenges in a store.

[0007] This figure shows an example of the schematic configuration of the information collection system according to the first embodiment. This figure shows an example of the schematic configuration of the store terminal, server, and mobile terminal. This figure shows an example of the schematic configuration of the ordering device. This figure shows an example of a receipt issued by the ordering device. This figure shows an example of a review posting form displayed on the operation display unit. This figure shows an example of information stored in the memory unit of the store terminal. This figure shows an example of information stored in the memory unit of the store terminal. This figure shows an example of information stored in the memory unit of the store terminal. This figure shows an example of information stored in the memory unit. This figure shows an example of analysis information showing the percentage of star ratings. This figure shows an example of analysis information showing the relationship between star ratings and keywords extracted from comments. This figure shows an example of analysis information showing the relationship between star ratings, keywords, and floor staff. This figure shows an example of analysis information showing the relationship between star ratings and keywords extracted from comments, and the relationship between star ratings, keywords, and floor staff. This figure shows an example of analysis results showing the relationship between congestion level and floor staff. This figure shows an example of analysis information showing the relationship between star ratings and keywords extracted from comments, and the relationship between dishes and the number of orders. This figure shows an example of analysis information showing the relationship between congestion level and the average serving time for potatoes. This figure shows an example of analytical information illustrating the relationship between the time required before cooking, the time required during cooking, and the time required for serving potatoes, broken down into smaller steps, and the level of congestion. This figure shows an example of analytical information illustrating the relationship between the average serving time per table and the level of congestion, broken down into smaller steps, and the relationship between the level of congestion and the number of ratings. This figure shows an example of the schematic configuration of the system according to the second embodiment.

[0008] The embodiments will be described in detail below with reference to the attached drawings. <First Embodiment> Figure 1 is a diagram showing an example of the schematic configuration of the information collection system 1 (hereinafter sometimes simply referred to as "System 1") according to the first embodiment. Figure 2 is a diagram showing an example of the schematic configuration of the store terminal 30, server 100, and mobile terminal 200. Figure 3 is a diagram showing an example of the schematic configuration of the ordering device 10. Figure 4 is a diagram showing an example of a receipt 150 issued by the ordering device 10.

[0009] System 1 includes an order device 10 installed in a store that provides at least one of goods or services, which takes orders for at least one of the goods or services from customers. System 1 also includes a store terminal 30 installed in the store that manages information on orders received by the order device 10, and a display device 40 installed in the store that displays orders received by the order device 10. System 1 also includes a table locator 50, a beacon 60, a camera 70, and a microphone 80.

[0010] The store terminal 30, the order device 10, the display device 40, the table locator 50, the beacon 60, the camera 70, and the microphone 80 are all connected via a network 90. ​​The network 90 is not particularly limited as long as it is a communication network used for data communication between devices, and can be exemplified by a LAN (Local Area Network). The communication lines used for data communication can be wired or wireless, or both can be used in combination. Examples of wireless communication include wireless LAN (e.g., Wi-Fi®) and Bluetooth®.

[0011] In the first embodiment, we will illustrate a case where the establishment is a restaurant and a customer orders food or beverages via the ordering device 10. In the restaurant, when food is ordered, a cook prepares the ordered food in the kitchen, and a server delivers the prepared food to the customer's table. In the restaurant, when beverages are ordered, a cook or server puts the ordered beverage into a container (e.g., a glass), and the server delivers the container containing the beverage to the customer's table. The following explanation will use a restaurant as an example, which provides a service of preparing food or beverages ordered by customers and delivering the prepared food or beverages to the customer's table.

[0012] System 1 also includes a server 100 that acquires relevant information related to the services provided by the customer, as well as customer-submitted information about the services. The server 100 and the store terminal 30 are connected via a network 5. The server 100 may be installed inside the store where the ordering device 10 is installed, or it may be installed outside the store. The network 5 is not particularly limited as long as it is a communication network used for data communication between devices, and examples include the internet, WAN (Wide Area Network), and LAN (Local Area Network). The communication line used for data communication may be wired or wireless, or both may be used in combination. Examples of wireless communication include wireless LAN (e.g., Wi-Fi®) and Bluetooth®. System 1 also includes a mobile terminal 200 carried by the customer. The mobile terminal 200 can communicate data with the server 100 via the network 5.

[0013] Server 100 provides so-called BI (Business Intelligence) tools. More specifically, Server 100 collects relevant information and posted information related to the service, analyzes the collected information, visualizes the analysis results by creating graphs, and provides a service to display them on the store terminal 30. The mobile terminal 200 is used to post store ratings and the like. The ordering device 10, store terminal 30, etc., provided in System 1 will be described in detail below.

[0014] (Ordering device 10) As shown in Figures 1 and 3, the ordering device 10 includes a control unit 20 that controls the entire device and a storage unit 11 used for storing data, etc. The ordering device 10 also includes an operation display unit 12 that can display an operation reception screen and images and accept input operations, and a communication unit 13 such as a communication interface used for communication with the server 100. The ordering device 10 also includes a printing unit 14 that prints receipts 150, etc., and a code reader 15 that reads barcodes, two-dimensional codes (hereinafter sometimes referred to as "codes"), etc. Examples of two-dimensional codes include QR codes (registered trademark) and data matrices. The ordering device 10 also includes a card reader 16 that reads credit cards, IC cards, and membership cards issued by the store. The ordering device 10 also includes a camera 17. The ordering device 10 also includes a banknote processing unit 18 that handles the deposit and withdrawal of banknotes and a coin processing unit 19 that handles the deposit and withdrawal of coins.

[0015] The memory unit 11 can be exemplified as a storage device such as a semiconductor memory. The memory unit 11 stores information such as food and beverages that can be offered at the store. The memory unit 11 also stores the address information of the server 100, store identification information that identifies the store where the ordering device 10 is installed, and device identification information that identifies itself. The operation display unit 12 can be exemplified as a touch panel that combines a display device that displays still images and moving images with a position input device.

[0016] The code reader 15 reads a code displayed on, for example, a mobile terminal 200. The card reader 16 has a card terminal 16a that processes payment using a credit card inserted by the customer, and an IC terminal 16b that processes payment using an IC card held over the customer's head. The card terminal 16a is capable of reading information contained in the membership card inserted by the customer, and the IC terminal 16b is capable of reading information contained in the membership card held over the customer's head.

[0017] Camera 17 can be exemplified as a digital camera capable of taking still images or videos. Camera 17 can be exemplified as taking pictures of the front of the ordering device 10. By taking pictures of the front of the ordering device 10, camera 17 can capture the faces of customers operating the ordering device 10. Camera 17 can be exemplified as being installed (in other words, built-in) inside the ordering device 10, as shown in Figure 1. Alternatively, camera 17 may be mounted on the top of the housing of the ordering device 10, for example, so as to protrude from the housing.

[0018] The banknote processing unit 18 has a banknote insertion slot 18a for inserting banknotes into the ordering device 10 and a banknote discharge slot 18b for discharging banknotes from the ordering device 10. The coin processing unit 19 has a coin insertion slot 19a for inserting coins into the ordering device 10 and a coin discharge slot 19b for discharging coins from the ordering device 10.

[0019] The control unit 20 consists of a CPU (Central Processing Unit) (not shown), ROM (Read Only Memory) (not shown), and RAM (Random Access Memory) (not shown). The ROM stores the basic program (operating system) and various settings that are executed by the CPU. The CPU uses the RAM as a work area and executes application programs read from the ROM and the storage unit 11.

[0020] The control unit 20 includes a receiving unit 21 that receives information from the store terminal 30 and a transmitting unit 22 that transmits information to the store terminal 30. The control unit 20 also includes a display control unit 23 that controls the operation display unit 12, an order receiving unit 24 that receives orders from customers, and a payment processing unit 25 that processes payments. The control unit 20 also includes an extraction unit 26 that extracts customer face images from images captured by the camera 17 and an association unit 27 that associates the face images extracted by the extraction unit 26 with transaction information described later. The control unit 20 also includes a code generation unit 28 that generates a code readable by the mobile terminal 200 and a print control unit 29 that controls printing by the printing unit 14.

[0021] The display control unit 23 displays order buttons for food and beverages available at the store on the operation display unit 12. Figure 1 shows an example of an order button, where the display control unit 23 displays an order button 12a on the operation display unit 12, which displays an image of a food or beverage that the restaurant can offer to the customer. After the order is finalized, such as when an order button is pressed, the display control unit 23 displays a payment method selection screen on the operation display unit 12. For example, the payment method selection screen allows the customer to select one payment method from cash, credit card, electronic money, and code payment.

[0022] The order receiving unit 24 accepts an order for food or beverages corresponding to an order button when a customer touches an order button displayed on the operation display unit 12. For example, when a customer presses the food / drink button 12a as illustrated in Figure 1, the order receiving unit 24 accepts an order for food or beverages corresponding to the image displayed on the food / drink button 12a.

[0023] If cash is selected as the payment method, the payment processing unit 25 processes the payment using the banknote processing unit 18 and the coin processing unit 19. If a credit card or electronic money is selected as the payment method, the payment processing unit 25 processes the payment using the card reader 16.

[0024] The association unit 27 associates the facial image extracted by the extraction unit 26 with the transaction information of the customer related to the facial image extracted by the extraction unit 26. The transaction information may include, for example, the date and time the order device 10 was used (hereinafter sometimes referred to as "usage date and time"), the store identification number of the store where the order device 10 used is installed, and the device identification number of the order device 10 used. The date and time the order device 10 was used (in other words, the usage date and time) may include, for example, the date and time the settlement processing unit 25 performed the settlement processing.

[0025] When payment is completed, the transmission unit 22 transmits information relating to the paid order (hereinafter sometimes referred to as "order information") and information relating to the payment (hereinafter sometimes referred to as "payment information") to the store terminal 30, along with a number that identifies the order (hereinafter sometimes referred to as "order number"). The order information includes information about the name of the ordered food items, etc., and information about the quantity ordered. The payment information includes the price of the order and information about the store's payment account. The transmission unit 22 also transmits the facial image and transaction information associated by the association unit 27 to the store terminal 30, along with the order number. The code generation unit 28 generates a code 160 that includes the URL (Uniform Resource Locator) of the review posting form 180, which will be described later, using the order number as a query.

[0026] The print control unit 29 prints the payment information onto a recording medium (e.g., paper) and issues it as a receipt 150. The payment information may include, for example, the date and time the ordering device 10 was used (e.g., the date and time the payment processing unit 25 processed the payment), the name of the store where the ordering device 10 is installed, and the payment method (e.g., code payment, credit card payment, cash payment). In addition to the payment information, the print control unit 29 also prints the code 160 generated by the code generation unit 28 onto the receipt 150. Furthermore, the print control unit 29 prints the following text on the receipt 150: "Please post a review of the store you used. To post a review, please access the QR code below."

[0027] (Store terminal 30) As shown in Figure 2, the store terminal 30 comprises a control unit 31 that controls the entire device, a storage unit 32 used for storing data, etc., and a display unit 33 used for displaying operation reception screens and images. The store terminal 30 also comprises an operation unit 34 that receives user input operations and a communication unit 35 used for communication with the order device 10, the server 100, and the display device 40.

[0028] The storage unit 32 may be, for example, a semiconductor memory or an HDD. The storage unit 32 stores the names and quantities of food or beverages ordered at the store where the ordering device 10 is installed. The storage unit 32 may also store information on food or beverages that are available at the store where the ordering device 10 is installed.

[0029] The display unit 33 is a display device that displays still images, moving images, etc. The display unit 33 may be a liquid crystal display or an organic EL display. The operation unit 34 is an input device that receives operations from the user. The operation unit 34 may be a button, a switch, or a touch panel. The communication unit 35 may be a communication interface.

[0030] The control unit 31 consists of a CPU (not shown), ROM (not shown), and RAM (not shown). The ROM stores the basic program (operating system) and various settings that are executed by the CPU. The CPU uses the RAM as a work area and executes application programs read from the ROM and the storage unit 32.

[0031] The control unit 31 has a receiving unit 311 that receives information from the ordering device 10, display device 40, table locator 50, beacon 60, camera 70, microphone 80, and server 100. The control unit 31 also has a transmitting unit 312 that transmits information to the ordering device 10, display device 40, and server 100. The receiving unit 311 receives the names and quantities of food and beverages ordered via the ordering device 10. The transmitting unit 312 transmits the names and quantities of food and beverages ordered via the ordering device 10 to the display device 40.

[0032] The store terminal 30 may be a notebook PC, desktop PC, tablet PC, tablet device, or personal digital assistant (PDA). The store terminal 30 may also have POS (Point of Sale) functionality. Furthermore, the store terminal 30 may be the same device as the server 100. In other words, the store terminal 30 may have the same functions as the server 100.

[0033] (Display device 40) The display device 40 is a display device that displays still images, moving images, etc. The display device 40 may be an example of a liquid crystal display or an organic EL display. The display device 40 may also be a touch panel that combines a display device and a position input device. The display device 40 may be installed in a kitchen, for example. The store terminal 30 and the display device 40 may be a single device. If the store terminal 30 and the display device 40 are a single device, the display device 40 may also function as a display unit 33.

[0034] (Table Locator 50) The table locator 50 is assigned a number. Hereinafter, the number assigned to the table locator 50 may be referred to as the "locator number". The table locator 50 can communicate with the ordering device 10 or the store terminal 30, for example, using BLE (Bluetooth Low Energy). When the customer's order is completed, the ordering device 10 displays the locator number on the operation display unit 12 or prints it on the receipt 150, and prompts the customer to have the table locator 50 to which the locator number has been assigned. Alternatively, when the customer places an order using the ordering device 10, they input the locator number using the operation display unit 12 and have the table locator 50 to which the locator number has been assigned. The ordering device 10 transmits the date and time of use, the locator number, and the order number to the store terminal 30. When a customer takes a table locator 50 and sits down at a table, the store terminal 30 can determine the table number (hereinafter sometimes referred to as the "table number") of the table to which the customer is seated.

[0035] (Beacon 60) The beacon 60 can acquire data from the customer's mobile device 200. The beacon 60 can communicate with the store terminal 30, for example, using BLE (Bluetooth Low Energy). The store terminal 30 can acquire the data from the beacon 60 that the beacon 60 has acquired from the mobile device 200.

[0036] (Photography device 70) The photography device 70 may be a small camera such as a CCD camera. The images captured by the photography device 70 may be still images acquired at predetermined time intervals, or they may be moving images. The photography device 70 may be installed on the ceiling or wall so as to be able to photograph the inside of the store. In addition, there may be multiple photography devices 70 installed, and at least one photography device 70 may be installed so as to be able to photograph cooked food before it is served on the table. The photography device 70 then outputs the captured images to the store terminal 30 via the network 90. ​​Alternatively, the photography device 70 may output the captured images to the server 100 via the network 5.

[0037] (Microphone 80) Microphone 80 can be exemplified as a device that converts sound input from an external source into an electrical sound signal and outputs it. For example, microphone 80 can be attached to a headset worn by an employee. Microphone 80 may also be installed on the ceiling or wall so as to be able to pick up sound within the store. Multiple microphones 80 may also be installed, with at least one microphone 80 installed so as to be able to pick up the voices of customers seated at tables, and the other microphones 80 installed so as to be able to pick up the voices of employees in the kitchen. Microphone 80 then outputs the picked-up sound to the store terminal 30 via the network 90. ​​Alternatively, microphone 80 may output the picked-up sound to the server 100 via the network 5.

[0038] (Server 100) As shown in Figure 2, Server 100 includes a control unit 110 that controls the entire device and a storage unit 121 used for storing data, etc. Server 100 also includes a display unit 122 used for displaying operation reception screens and images, an operation unit 123 that receives user input operations, and a communication unit 124 used for communication with the ordering device 10 and the mobile terminal 200.

[0039] The storage unit 121 can be exemplified by semiconductor memory or HDD (Hard Disk Drive). The display unit 122 is a display device that displays still images, moving images, etc. The display unit 122 can be exemplified by a liquid crystal display or an organic EL display. The operation unit 123 is an input device that receives operations from the user. The operation unit 123 can be exemplified by buttons, switches, or a touch panel. The communication unit 124 can be exemplified by a communication interface.

[0040] The control unit 110 is composed of a CPU (not shown), ROM (not shown), and RAM (not shown). The control unit 110 includes a receiving unit 111 that receives information from, for example, a store terminal 30 or a mobile terminal 200, and a transmitting unit 112 that transmits information to, for example, a store terminal 30. The control unit 110 also includes a related information acquisition unit 113 that acquires related information related to the services provided by the customer, and a posting information acquisition unit 114 that acquires posting information posted by the customer about the services. The control unit 110 also includes a linking unit 115 that links the related information acquired by the related information acquisition unit 113 with the posting information acquired by the posting information acquisition unit 114, and a generation unit 116 that generates analysis information that associates the related information with the posting information. The functions of the control unit 110 will be described in detail later.

[0041] (Mobile Terminal 200) As shown in Figure 2, the mobile terminal 200 includes a control unit 210 that controls the entire device, a storage unit 201 used for storing data, and an operation display unit 202 that can display an operation reception screen and images, and accept customer input operations. The mobile terminal 200 also includes a communication unit 203 used for communication with an external device (e.g., a server 100) and a camera 204. The mobile terminal 200 can be exemplified by a multifunction mobile phone (so-called "smartphone"), a mobile phone (so-called "feature phone"), a personal digital assistant (PDA), a tablet terminal, etc.

[0042] The memory unit 201 can be exemplified as a storage device such as a semiconductor memory. The operation display unit 202 can be exemplified as a touch panel combining a display device that displays still images or moving images and a position input device. The communication unit 203 can be exemplified as a communication interface. The camera 204 can be exemplified as a digital camera that can capture still images or moving images.

[0043] The control unit 210 consists of a CPU (not shown), ROM (not shown), and RAM (not shown). The ROM stores the basic program (operating system) and various settings that are executed by the CPU. The CPU uses the RAM as a work area and executes application programs read from the ROM and the storage unit 201.

[0044] Figure 5 is a diagram showing an example of the word-of-mouth posting form 180 displayed on the operation display unit 202. When the camera 204 reads the code 160 printed on the receipt 150 (see Fig. 4), the control unit 210 causes the word-of-mouth posting form 180 obtained by accessing the URL included in the code 160 to be displayed on the operation display unit 202 as shown in Fig. 5. The control unit 210 causes the operation display unit 202 to display, on the word-of-mouth posting form 180, an evaluation input field 181 for inputting an evaluation and an impression input field 182 for inputting impressions. Further, the control unit 210 causes the operation display unit 202 to display, on the word-of-mouth posting form 180, a button 183 labeled "Post" and a button 184 labeled "Cancel".

[0045] The evaluation input field 181 is provided with five star buttons. A customer can input an evaluation by pressing the number of star buttons corresponding to the evaluation. For example, the customer can input the highest evaluation of 5 by pressing all five star buttons. Further, the customer can input an evaluation of 1 by pressing one star button. Impressions can be input as text in the impression input field 182. For example, the customer can input, as text, impressions of the service received at the store into the impression input field 182. When the button 183 is pressed, the control unit 210 transmits the information input into the evaluation input field 181 and the information input into the impression input field 182 to the server 100 along with the order number.

[0046] The following describes the flow in which ratings and feedback are sent along with the order number. The customer activates the camera 204 using a general-purpose or dedicated application on their mobile device 200 (hereinafter sometimes referred to as "owned device") to read the code 160 printed on the receipt 150 (see Figure 4) and obtains a URL from the code 160. The URL parameter at the end of the URL contains the order number. When the customer clicks the URL displayed in the application that read the code 160, the owned device sends the order number set in the URL parameter to the server 100. Upon receiving the order number, the server 100 sends a review submission form 180 with the order number embedded to the owned device. The owned device receives the screen and displays the review submission form 180 in its browser. When the customer operates the browser (for example, by clicking button 183) and submits the review submission form 180, the order number embedded on the screen, along with the rating and feedback, is sent to the server 100. The embedded order number may or may not be displayed in the review submission form 180.

[0047] In the example explained using Figure 5, accessing the URL included in code 160 displays the review submission form 180, but the system is not limited to this configuration. For example, reviews may be submitted via a review site. Examples of review sites include Tabelog (registered trademark) and HOT PEPPER Gourmet. For example, accessing the URL included in code 160 may prompt the user to log in using a user authentication method (e.g., Tabelog login, HOT PEPPER Gourmet login, Google login), and the review submission form 180 may be displayed once the user has logged in (or an account has been created).

[0048] (Functions of Store Terminal 30) Next, the functions of the store terminal 30 will be described in detail. The store terminal 30 transmits the name and quantity of the ordered groceries and the like to the display device 40 in association with the order number. An employee who performs cooking (hereinafter may be referred to as a "cook"; one of the persons in charge of cooking described later) starts cooking after viewing the display on the display device 40. When the cook starts cooking, the cook inputs information indicating that cooking is started into the display device 40. In addition, when cooking is completed, the cook inputs information indicating that cooking is completed. An example of a means for inputting cooking start or cooking completion is inputting the information to the store terminal 30 via the operation unit 34. Alternatively, when the display device 40 is a touch panel, input can be exemplified by touching the display device 40. When the information is input to the display device 40, the information on cooking start and cooking completion is transmitted to the store terminal 30.

[0049] When the store terminal 30 acquires the information indicating that cooking is started or that cooking is completed, the store terminal 30 stores the cooking start time and the cooking completion time in the storage unit 32 in association with the order number. In addition, the store terminal 30 calculates the required cooking time, which is the time required for cooking, using the cooking start time and the cooking completion time, and stores the calculated required cooking time in the storage unit 32.

[0050] In addition, an employee who serves food (hereinafter may be referred to as a "server"; one of the floor staff described later) serves food after the cook completes cooking. When the server completes serving, the server inputs information indicating that serving is completed. An example of a means for inputting serving completion is inputting the information to the store terminal 30 via the operation unit 34. Alternatively, when the display device 40 is a touch panel, input can be exemplified by touching the display device 40. Alternatively, the server may input the information to a terminal carried by the server. When the information is input to the display device 40 or the terminal carried by the server, the information on serving completion is transmitted to the store terminal 30.

[0051] When the store terminal 30 receives information that the food has been served, it stores the time the food was served in the storage unit 32, associating it with the order number. The store terminal 30 also uses the cooking completion time and the serving completion time to calculate the required delivery time, which is the time it took to serve the food, and stores this time in the storage unit 32 as well.

[0052] Figure 6 shows an example of the information stored in the storage unit 32 of the store terminal 30. The store terminal 30 stores the order number for each date, along with the order time, order details (e.g., ordered groceries), cooking start time, cooking completion time, required cooking time, and required delivery time in the storage unit 32. Figure 6 shows an example of the order number, order details, etc. for August 23, 2024. The store terminal 30 transmits the order number for each date, along with the order date and time, order details (e.g., ordered groceries), cooking start time, cooking completion time, required cooking time, and required delivery time to the server 100.

[0053] Figure 7 shows an example of information stored in the memory unit 32 of the store terminal 30. The store terminal 30 communicates with the beacon 60 and can obtain the number of mobile terminals 200 acquired by the beacon 60. The store terminal 30 also uses the acquired number of mobile terminals 200 to determine the store's congestion level (%). For example, if the congestion level is 100 (%) when there are five four-seater tables in the store and 20 people are in the store, the store terminal 30 will assign the congestion levels to 10 (%), 20 (%), 30 (%), 40 (%), 50 (%), 60 (%), 70 (%), 80 (%), and 90 (%) when the number of mobile terminals acquired by the beacon 60 is 2, 4, 6, 8, 10, 12, 14, 16, and 18, respectively.

[0054] The store terminal 30 stores employee shifts for each day and time. Shifts are entered, for example, by the store manager via the operation unit 34. Shifts can be exemplified as the names of the cooks and floor staff for each day and time. If different cooks are responsible for each type of cooking (e.g., fried food, pizza), the information of the cook for each type of cooking (e.g., name, ID) may be entered as part of the shift. Similarly, if different floor staff are responsible for each table, the names of the floor staff for each table may be entered as part of the shift. The store terminal 30 also obtains the temperature inside the store (hereinafter sometimes referred to as "room temperature") (°C) for each day and time using a thermometer installed in the store.

[0055] As shown in Figure 7, the store terminal 30 stores the congestion level (%), room temperature (°C), cooks, and floor staff for each date and time in the storage unit 32. Cooks may be stored in detail for each type of cooking, for example, by frying staff, pizza staff, etc. Similarly, floor staff may be stored in detail for each table number, for example, by table staff for tables 1-3, tables 4-5, etc. Figure 7 shows store information for each time of day on August 23, 2024. In this way, the store terminal 30 stores the congestion level (%), room temperature (°C), cooks, and floor staff in the storage unit 32 in relation to the date and time. The store terminal 30 also transmits the congestion level (%), room temperature (°C), cooks, and floor staff for each date and time to the server 100.

[0056] Figure 8 shows an example of the information stored in the memory unit 32 of the store terminal 30. The store terminal 30 stores the locator number, table number, and order number associated with the locator number for each time period. Figure 8 shows the locator number, table number, and order number associated with the locator number for each time period on August 23, 2024. The store terminal 30 transmits the locator number, table number, and order number associated with the locator number for each date and time to the server 100.

[0057] In addition, the store terminal 30 stores images captured by the camera 70 and audio recorded by the microphone 80 in the storage unit 32 for each date and time. The store terminal 30 also transmits images captured by the camera 70 and audio recorded by the microphone 80 for each date and time to the server 100.

[0058] (Functions of Server 100) The related information acquisition unit 113 of Server 100 acquires, as related information, the order number, order time, order details, cooking start time, cooking completion time, required cooking time, and required delivery time for each date, which are received by the receiving unit 111 and transmitted by the store terminal 30. The related information acquisition unit 113 also acquires, as related information, the congestion level, room temperature, cook, and floor staff for each date and time, which are received by the receiving unit 111. The related information acquisition unit 113 also acquires, as related information, the locator number, table number, and order number associated with the locator number for each date and time, which are transmitted by the store terminal 30 and received by the receiving unit 111. The related information acquisition unit 113 also acquires, as related information, the images taken by the camera 70 and the audio picked up by the microphone 80 for each date and time, which are received by the receiving unit 111.

[0059] The submission information acquisition unit 114 acquires the information entered in the evaluation input field 181 and the comments input field 182 of the review submission form 180, which has been received by the receiving unit 111, along with the order number.

[0060] Figure 9 shows an example of information stored in the memory unit 121. The linking unit 115 links the related information acquired by the related information acquisition unit 113 and the posted information acquired by the posted information acquisition unit 114 and stores them in the memory unit 121. For example, the linking unit 115 stores the order date and time, order details, time required for delivery (for example, the time obtained by adding the required cooking time and the required delivery time), table number, etc., acquired by the related information acquisition unit 113, linked to the order number. The linking unit 115 also stores the level of congestion, the cook, and the floor staff, linked to the order date and time. If the cook and server of the food items related to the order number are stored, the cook and server may be stored instead of the cook and floor staff. Furthermore, the linking unit 115 stores the information entered in the evaluation input field 181 (hereinafter sometimes referred to as "star rating"), the information entered in the comments input field 182 (hereinafter sometimes referred to as "comments"), and the posting date, linked to the order number. In addition, the linking unit 115 stores the image taken by the camera 70 and the audio collected by the microphone 80 in the storage unit 121, linked to the order date and time.

[0061] As described above, the server 100 collects relevant information related to the services provided by the customer and posted information about the services posted by the customer, and stores it in the storage unit 121. For example, the server 100 includes a relevant information acquisition unit 113 that acquires relevant information related to the services provided by the customer, a posted information acquisition unit 114 that acquires posted information about the services posted by the customer, and a linking unit 115 that links the relevant information and the posted information. The relevant information includes at least one of the following: information about the employee who provided the service to the customer (e.g., the cook or floor staff), the employee's actions, the equipment used by the customer or employee (e.g., the table), and information about the environment when the customer received the service (e.g., the level of crowding or the room temperature). Examples of employee actions include the way an employee (e.g., a floor staff member) speaks to a customer or guides them to a table, and the way an employee (e.g., a cook) is cooking, which can be understood from images taken by the camera 70 or audio collected by the microphone 80.

[0062] Here, the posting information acquisition unit 114 acquires service identification information (e.g., order number) along with the posting information, and the linking unit 115 uses the identification information to link the related information with the posting information. This enables the linking unit 115 to link the related information with posting information with high accuracy.

[0063] As described above, the relevant information includes information about the preparation of the goods (e.g., food and beverages) provided to the customer (e.g., images of food or beverages before serving). The relevant information also includes information about the location where the customer received the service (e.g., table number). Furthermore, the relevant information includes at least one of the following: the level of crowding, temperature, and noise level of the store where the customer received the service. Noise levels can be determined from the sound picked up by the microphone 80.

[0064] Then, in the server 100, the generation unit 116 analyzes the collected information (in other words, the information stored in the storage unit 121) and makes the analysis results visible as analytical information such as graphs. The analytical information generated by the generation unit 116 is transmitted to the store terminal 30 by the transmission unit 112 and displayed on the display unit 33 of the store terminal 30. The analytical information will be described below. The analysis is performed, for example, based on the analysis axis specified using the store terminal 30.

[0065] Figure 10 shows an example of analytical information indicating the proportion of star ratings. For example, the generation unit 116 can produce the proportion of star ratings over a predetermined period (e.g., one day, one week, one month). In Figure 10, it is shown that star ratings of 5, 4, 3, 2, and 1 accounted for 40%, 30%, 20%, 7%, and 3%, respectively.

[0066] Figure 11 shows an example of analytical information showing the relationship between star ratings and keywords extracted from comments. The generation unit 116 can extract keywords from posted comments. For example, the generation unit 116 extracts keywords related to taste, such as delicious, tasty, bad, and not tasty. The generation unit 116 also extracts keywords related to service time, such as fast, slow, and taking a long time. The generation unit 116 also extracts keywords related to customer service, such as kind and polite. The generation unit 116 can then calculate the percentage of extracted keywords for each star rating. Figure 11 shows the percentage of keywords extracted from comments of posts with a star rating of 4 or higher. In Figure 11, it is shown that keywords related to customer service account for 63% and keywords related to taste account for 37%.

[0067] Figure 12 shows an example of analytical information showing the relationship between star ratings, keywords, and floor staff. The generation unit 116 can calculate the percentage of cooks (in other words, chefs) or floor staff (in other words, servers) for each star rating and keyword. For example, it can calculate the number of times a floor staff member was present when the star rating was 4 or higher and keywords related to customer service were extracted (63% as shown in Figure 11). In Figure 12, floor staff members A, B, C, D, and E were present 1, 2, 4, 2, and 1 times, respectively. In other words, Figure 12 shows the number of floor staff members stored in the storage unit 121 in association with the order number of posts with a star rating of 4 or higher and keywords related to customer service extracted.

[0068] Figures 11 and 12 show examples of analysis information when a customer receives a high rating of 4 stars or higher. For example, an employee using the store terminal 30 can see the analysis information exemplified in Figures 11 and 12 and understand that the rating is particularly high when floor staff member C is on shift.

[0069] Figure 13 shows an example of analytical information showing the relationship between star ratings and keywords extracted from comments, and the relationship between star ratings, keywords, and floor staff. Figure 13 shows the percentage of keywords extracted from comments of posts with a star rating of 3 or less. In Figure 13, 50% of the keywords are related to customer service, 30% are related to taste, and 20% are related to serving time. Furthermore, Figure 13 makes it possible to calculate the number of times a person was a server when a star rating of 3 or less was extracted and keywords related to customer service were extracted (50% as shown in Figure 13). In Figure 13, floor staff A, B, C, D, and E were 3, 4, 2, 9, and 2 times, respectively. In other words, Figure 13 shows the number of times each floor staff member is stored in the memory unit 121 in association with the order number of posts with a star rating of 3 or less and keywords related to customer service were extracted.

[0070] Figure 14 shows an example of an analysis result showing the relationship between congestion level and floor staff. Figure 14 shows the floor staff and congestion level when the star rating is 3 or less as shown in Figure 13 and keywords related to customer service are extracted. More specifically, Figure 14 shows that when the congestion level is 40%, floor staff member E is assigned once. Also, Figure 14 shows that when the congestion level is 50%, floor staff member A is assigned once and floor staff member D is assigned three times. Also, Figure 14 shows that when the congestion level is 60%, floor staff member E is assigned once, and when the congestion level is 70%, floor staff member C is assigned once. Also, Figure 14 shows that when the congestion level is 80%, floor staff member A is assigned once, floor staff member B is assigned twice, and floor staff member D is assigned three times. Also, Figure 14 shows that when the congestion level is 90%, floor staff members A and C are assigned once each, floor staff member B is assigned twice, and floor staff member D is assigned three times.

[0071] Figures 13 and 14 show that, for example, employees using the store terminal 30 tend to give poor customer service ratings when the store is crowded. For example, floor staff member B made four appearances, which is more than floor staff member E's two appearances, but both appearances occurred when the store was crowded. On the other hand, there are floor staff members who made many appearances regardless of the level of crowding. For example, floor staff member E made two appearances, which is less than floor staff member B's four appearances, but both appearances occurred when the store was not particularly crowded. Also, for example, floor staff member D made three appearances even when the store was 50% crowded.

[0072] Figure 15 shows an example of analytical information illustrating the relationship between star ratings and keywords extracted from comments, as well as the relationship between dishes and the number of orders. For example, the diagram on the right showing the relationship between dishes and the number of orders shows the dishes and the number of orders when the star rating was 3 or less and keywords related to serving time were extracted (20% as shown in the left diagram of Figure 15). In Figure 15, the number of orders was highest for beer, highball, potatoes, pizza, and lamb kebab, in that order, with the orders being 20, 15, 14, 9, and 8, respectively.

[0073] Figure 16 shows an example of analytical information illustrating the relationship between congestion level and the average time it takes to serve potatoes. Figure 16 shows that, for example, employees using the store terminal 30 will experience a longer average time to serve potatoes as the congestion level increases.

[0074] Figure 17 shows an example of analytical information illustrating the relationship between the time required before cooking, the time required during cooking, and the time required for serving potatoes, broken down into three parts, and the level of congestion. The time required before cooking is the time from the time of order to the start of cooking. The time required during cooking is the cooking time mentioned above. The time required for serving is the handover time mentioned above. Figure 17 shows that, for example, employees using the store terminal 30 take longer to serve food when the store is busy. Also, Figure 17 shows that, for example, employees using the store terminal 30 take longer to start cooking when the store is busy. Note that in Figure 17, the bar graphs corresponding to the time required before cooking when the congestion level is 30%, 40%, and 50% are not displayed, so for example, it can be seen that the time required before cooking was almost 0 for employees using the store terminal 30.

[0075] Figure 18 shows an example of analytical information illustrating the relationship between the average serving time for each table and the level of congestion, broken down by the serving time of potatoes. Figure 18 shows, for example, that an employee using the store terminal 30 takes a long time to serve table number 5.

[0076] Figure 19 shows an example of analytical information illustrating the relationship between congestion level and the number of ratings. Figure 19 shows the relationship between the number of ratings and congestion level when pizza was ordered and had a star rating of 3 stars or less and keywords related to taste were extracted (30% as shown in Figure 15). In Figure 19, it can be seen that the number of ratings is high when the congestion level is 80% or 90%. In other words, when the congestion level is 80% or 90%, there is a large number of posts from customers who ordered pizza and gave it a star rating of 3 stars or less. From Figure 19, for example, it can be inferred that employees using the store terminal 30 give low ratings of 3 stars or less when the congestion level is high because the pizza is not cooked properly.

[0077] The analysis information shown in Figures 10 to 19 is an example of analysis information created using information collected by the server 100. In addition, according to System 1, for example, when a low rating is given and keywords related to taste are extracted (30% as shown in Figure 15), images of the customer who ordered the pizza (for example, images taken by camera 17 or image taken by camera 70) can be displayed along with the analysis results. Also, when a low rating is given and keywords related to taste are extracted, images of the food or beverage before serving can be displayed along with the analysis results. Furthermore, for example, when a low rating is given and keywords related to customer service are extracted (50% as shown in Figure 15), recorded audio and images of the employee who provided customer service (for example, a floor staff member) can be displayed along with the analysis results. Therefore, for example, an employee using the store terminal 30 can use the images and recorded audio to analyze the causes that led to the low rating. Furthermore, when a low rating is given and keywords related to customer service are extracted, the audio or video does not necessarily have to be of the customer being served. Even if it is audio or video from the time the customer was present, it can be useful information for root cause analysis because it allows us to understand the work attitude of the employee (e.g., floor staff).

[0078] In the system 1 described above, the linking unit 115 links related information and posted information using the order number, but the method of linking related information and posted information is not particularly limited. For example, the linking unit 115 may link related information and posted information using the date and time the ordering device 10 was used (in other words, the usage date and time). Also, when posting information for multiple stores is stored on one server 100, the linking unit 115 may link related information and posted information using the date and time the ordering device 10 was used and the identification information of the store where the ordering device 10 is installed (in other words, the store identification information). When linking using the usage date and time and the store identification information, the code generation unit 28 of the ordering device 10 should generate a code 160 that includes the URL of the review posting form 180 using the usage date and time and the store identification information as queries. Furthermore, the ordering device 10 transmits store identification information in addition to the date and time of use to the store terminal 30, and the store terminal 30 transmits store identification information in addition to related information such as the date and time of use to the server 100. Also, if there are multiple ordering devices 10 in one store, the linking unit 115 may link related information and posted information using the date and time of use, store identification information and device identification information.

[0079] Furthermore, in the system 1 described above, the server 100 has a linking unit 115 and a generation unit 116, but the linking of related information and posted information and the generation of analysis information may be performed by a store-side device (e.g., store terminal 30). For example, the store terminal 30 may acquire posted information associated with an order number (or usage date and time and store identification information) from the server 100, and then use the acquired posted information and related information such as the level of congestion that it has stored to analyze and generate analysis information. Alternatively, the store terminal 30 may acquire related information and posted information from the server 100, and then use, for example, an order number to link the related information and posted information to generate analysis information. In such a case, the server 100 is an example of an information collection device comprising a related information acquisition unit 113, a posted information acquisition unit 114, and a providing unit (e.g., a transmission unit 112) that can provide the related information and posted information necessary for an analysis device (e.g., store terminal 30) to link the related information and posted information for analysis.

[0080] As described above, the information gathering method performed by System 1 is an information gathering method that acquires relevant information related to the services provided by the customer, acquires posted information posted by the customer about the said services, and links the relevant information with the posted information. The relevant information includes at least one of the following: information about the employee who provided the service to the customer, the employee's actions, the equipment used by the customer or the employee, and information about the environment in which the customer received the service.

[0081] Furthermore, the processing performed by the ordering device 10, store terminal 30, and server 100, etc., as described above, can be realized through the cooperation of software and hardware resources. In this case, the CPU of the control unit (e.g., control unit 110) of each device (e.g., server 100) executes a program that realizes each function of the device, thereby realizing these functions. For example, a non-temporary computer-readable recording medium on which a program is recorded is provided to each device (e.g., server 100), and the CPU of the device (e.g., server 100) reads the program stored on the recording medium. Alternatively, the CPU of the device (e.g., server 100) downloads it via the network 5. In these cases, the program read from the recording medium or the downloaded program itself realizes the functions of the embodiments described above, and the program itself and the recording medium on which it is recorded constitute the present invention.

[0082] For example, a program that implements the functions of server 100 is a program that causes server 100 to execute a function to acquire relevant information related to the services provided to the customer, a function to acquire posted information posted by the customer about the said services, and a function to link the relevant information with the posted information. The relevant information includes at least one of the following: information about the employee who provided the service to the customer, the employee's actions, the equipment used by the customer or the employee, and information about the environment in which the customer received the service.

[0083] The processor that implements the functions of the control unit 110 of the server 100 can be configured with one or more hardware components. The type of hardware that constitutes the processor is not limited to any particular type. For example, the processor may be a CPU (Central Processing Unit), an MPU (Micro Processing Unit), a programmable logic device such as an FPGA (Field Programmable Gate Array), a dedicated circuit for executing specific processing such as an ASIC (Application Specific Integrated Circuit), a GPU (Graphic Processing Unit), or hardware such as an NPU (Neural Processing Unit).

[0084] A processor can be configured not only with a combination of multiple hardware components of the same type, but also with a combination of multiple hardware components of different types. When multiple hardware components are configured to perform one or more processes of a given processor, these components may reside in physically separate devices or in the same device. Hardware is composed of electrical circuits, etc., which are combinations of circuit elements such as semiconductor devices.

[0085] The execution order of various processes by the processor is not limited to the order described in each embodiment and can be changed as necessary. The program may be firmware or software such as microcode. The program may also be, for example, a group of program modules. Each function constituting the group of program modules may be implemented by a processor configured to execute each function. The program in each embodiment may be program code or multiple code segments stored in one or more non-temporary computer-readable media (e.g., semiconductor memory, magnetic or optical storage media, or other storage).

[0086] A program may be divided and stored on multiple non-temporary computer-readable media located on devices that are physically separated from each other. Program code and multiple code segments may be represented by any combination of procedures, functions, subprograms, routines, subroutines, modules, software packages, classes, instructions, data structures, and program statements. Program code and multiple code segments may be connected to other code segments or hardware circuits by sending and receiving information, data, arguments, parameters, or memory contents.

[0087] <Second Embodiment> Figure 20 shows an example of the schematic configuration of system 2 according to the second embodiment. System 2 according to the second embodiment differs from system 1 according to the first embodiment in that it does not have an ordering device 10. Components having the same function in the first embodiment and the second embodiment are denoted by the same reference numerals, and their detailed descriptions are omitted.

[0088] In System 2, customers place orders using a mobile terminal 200. The receiving unit 311 of the store terminal 30 receives the names and quantities of food and beverages ordered via the mobile terminal 200 through the network 5.

[0089] Server 100 sends a push notification to the mobile terminal 200, along with the order number, requesting the customer to post a review of the store where they received the service. When the customer performs an action on the mobile terminal 200 in response to the push notification sent from Server 100, the review posting form 180 shown in Figure 5 can be displayed on the operation display unit 202. The customer can then post a review by filling in the review posting form 180.

[0090] In system 2, configured as described above, the server 100 can collect relevant information related to the services provided by the customer, as well as customer-submitted information about the services, and store it in the storage unit 121, just as in system 1. For example, an employee using the store terminal 30 can view the analysis information generated by the generation unit 116 of the server 100.

[0091] 1, 2... Information gathering system, 5... Network, 10... Ordering device, 30... Store terminal, 33... Display unit, 40... Display device, 50... Table locator, 60... Beacon, 70... Camera, 80... Microphone, 100... Server, 113... Related information acquisition unit, 114... Posting information acquisition unit, 115... Linking unit, 116... Generation unit, 200... Mobile terminal, 150... Receipt, 160... Code

Claims

1. An information gathering system comprising: a related information acquisition unit that acquires related information relating to a service provided to a customer; a posting information acquisition unit that acquires posting information posted by the customer about the said service; and a linking unit that links the related information and the posting information, wherein the related information includes at least one of the following: information about the employee who provided the service to the customer, the employee's actions, the equipment used by the customer or the employee, and information about the environment in which the customer received the service.

2. The information collection system according to claim 1, wherein the posting information acquisition unit acquires the service identification information along with the posting information, and the linking unit uses the identification information to link the related information with the posting information.

3. The information collection system according to claim 1, wherein the linking unit links the related information and the posted information using the date and time related to the service.

4. The information collection system according to claim 1, wherein the related information includes information regarding the preparation of the products provided to the customer.

5. The information collection system according to claim 1, wherein the related information includes information about the location where the customer received the service.

6. The information collection system according to claim 1, wherein the related information includes at least one of the crowding level, temperature, and noise level of the store where the customer received the service.

7. The information collection system according to claim 1, wherein the related information includes voice information of an employee who provided the service to the customer.

8. The information gathering system according to claim 1, further comprising: a generation unit that generates analysis information relating the related information and the posted information; and a display unit that displays the analysis information generated by the generation unit.

9. The information collection system according to claim 8, wherein the posted information includes an evaluation of the service, the related information includes information of the employee on the date and time the service was provided to the customer, and the generation unit generates information of the employee on the date and time the service was provided with a high evaluation, or information of the employee on the date and time the service was provided with a low evaluation.

10. The information collection system according to claim 8, wherein the posted information includes an evaluation of the service, and the generation unit generates a correspondence between the level of congestion at the store where the customer received the service and the evaluation.

11. An information gathering method comprising: obtaining relevant information relating to a service provided to a customer; obtaining posted information posted by the customer regarding the said service; and linking the relevant information with the posted information, wherein the relevant information includes at least one of the following: information about the employee who provided the service to the customer; the employee's actions; equipment used by the customer or the employee; and information about the environment in which the customer received the service.

12. A program that causes a computer to perform the following functions: a function to acquire relevant information relating to a service provided to a customer; a function to acquire posted information posted by the customer regarding the said service; and a function to link the relevant information with the posted information, wherein the relevant information includes at least one of the following: information about the employee who provided the service to the customer; the employee's actions; equipment used by the customer or the employee; and information about the environment in which the customer received the service.

13. An information gathering device comprising: a related information acquisition unit that acquires related information relating to a service provided to a customer; a posting information acquisition unit that acquires posting information posted by the customer about the said service; and a providing unit that can provide the related information and the posting information necessary for an analysis device that performs analysis of the said service to link the related information and the posting information for analysis, wherein the related information includes at least one of the following: information about the employee who provided the said service to the customer, the employee's actions, the equipment used by the customer or the employee, and information about the environment in which the customer received the service.

14. An information gathering method comprising: acquiring relevant information relating to a service provided to a customer; acquiring posted information posted by the customer about the said service; providing the relevant information and the posted information necessary for an analytical device that performs analysis of the said service to link the relevant information and the posted information and perform analysis; wherein the relevant information includes at least one of the following: information about the employee who provided the service to the customer; the employee's actions; equipment used by the customer or the employee; and information about the environment in which the customer received the service.

15. A program that causes a computer to execute: a function to acquire relevant information relating to a service provided to a customer; a function to acquire posted information posted by the customer about the service; and a function to provide the relevant information and the posted information necessary for an analysis device that performs analysis of the service to link the relevant information and the posted information and perform analysis, wherein the relevant information includes at least one of the following: information about the employee who provided the service to the customer; the employee's actions; equipment used by the customer or the employee; and information about the environment in which the customer received the service.

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