Service Experience Score System Using Beacon Detection
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Solution Overview
Problem
Conventional methods for estimating wait times at merchant physical locations are often inaccurate and do not account for the entire service experience, providing only rough estimates of time until service is received, without considering other aspects such as seating and order processing times.
Innovation Solution
A service experience score system utilizing beacon devices to communicate with customer devices, determining the start and end of a customer's service experience, and generating a score based on various events during their visit, including wait times, seating, ordering, and payment, which is stored and used to improve service quality and customer decision-making.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If conventional wait time estimation methods are used, then the system is simple to implement, but the measurement precision of service experience time is poor
Solution Approach 1:
The service experience time is segmented into multiple distinct events (arrival, seating, ordering, food arrival, payment, departure) rather than measuring a single aggregate wait time. Each event is tracked separately using beacon devices at different locations, enabling precise measurement of specific service phases while maintaining manageable system complexity through modular event tracking.
Solution Approach 2:
Beacon devices serve as intermediary elements between customers and the service experience scoring system. These beacons are placed at various merchant locations and automatically detect customer presence through mobile device communication, eliminating the need for complex manual tracking systems while achieving high measurement precision for service events.
2Loss of information
If comprehensive service experience tracking is implemented, then the information completeness improves, but the loss of time for data collection increases
Solution Approach 1:
The system uses customers' own mobile devices to automatically detect and report service events through beacon technology. Customers passively participate in data collection by having their devices communicate with beacons at merchant locations, eliminating the need for separate data collection processes and achieving complete service experience tracking without additional time loss.
Solution Approach 2:
The system pre-establishes beacon devices at all critical service locations before customers arrive. This preliminary setup ensures that when customers enter the merchant, all necessary detection points are already in place, enabling immediate and continuous tracking of service events without requiring any setup time during the customer's visit.
3Reliability
If manual wait time estimation is used, then the ease of operation is high, but the reliability of service time information is poor
Solution Approach 1:
The system automatically generates service experience scores based on actual tracked events and provides feedback to both customers (through the application) and merchants (for service improvement). This automated feedback loop ensures reliable service time information is consistently delivered without requiring manual intervention, maintaining high reliability while simplifying operation through automation.
Data Source
AI summary
Systems and methods for providing a service experience score at a merchant physical location include a system provider device that determines, through communication at least one of a plurality of beacon devices located at the merchant physical location and a user device, a start of a user service experience. The system provider device also determines, through the at least one of the plurality of beacon devices and the user device, an end of the user service experience. A service experience score that is based at least partly on the start of the user service experience and the end of the user service experience is generated. The service experience score is stored in a database in association with a merchant that is associated with the merchant physical location. Subsets of the service experience score may be associated with different locations of the merchant physical location.