Customer Feedback Reporting System for Cable Operators
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Solution Overview
Problem
Existing methods for reporting customer feedback in the cable industry are inefficient, particularly in gathering and categorizing data on customer preferences and usage for on-demand content, leading to delayed decision-making by content operators and limited insight into content provider performance.
Innovation Solution
A system and method for extracting, storing, and categorizing customer preference and usage data based on content selections, using a data repository and processing unit to provide actionable insights to content operators, enabling timely adjustments and informed content decisions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If conventional billing record analysis is used to gather customer feedback data, then implementation complexity is reduced, but data completeness and measurement precision deteriorate because subscription content viewing data cannot be obtained
Solution Approach 1:
The patent combines multiple data sources (billing records, subscription data, viewing logs) into a unified data collection system that comprehensively captures customer feedback across both transactional and subscription content, eliminating data gaps while managing complexity through integration
Solution Approach 2:
The data collection system is designed to handle multiple types of content delivery (transactional VOD, subscription VOD, linear TV) through a single unified framework, enabling comprehensive data gathering without requiring separate systems for each content type
2Loss of information
If data is collected from multiple disparate sources across the content operator's business structure, then data completeness improves, but assembly time and productivity worsen
Solution Approach 1:
The patent segments data collection into modular components that gather information from different business areas (billing, subscriptions, viewing) independently, then integrate them through standardized interfaces, enabling parallel data gathering that maintains completeness while improving assembly speed
Solution Approach 2:
The system introduces intermediary data collection points and standardized data formats that bridge disparate business systems, enabling seamless data integration without manual assembly and significantly accelerating the aggregation process
3Measurement precision
If detailed customer usage data is tracked and stored, then measurement precision and data quality improve, but data storage volume and processing complexity worsen
Solution Approach 1:
The patent extracts and stores only the most relevant customer feedback data elements (content preferences, viewing patterns, complaints) while filtering out redundant information, maintaining measurement precision by focusing on key metrics rather than storing all raw data
Solution Approach 2:
The system performs preliminary data processing, filtering, and categorization at the point of collection, preparing data in advance for analysis and reducing the volume of raw data that needs to be stored and processed later
4Device complexity
If customer feedback data is not assembled in an easily discernable format, then data storage simplicity is maintained, but ease of operation and decision-making speed worsen for content operator staff
Solution Approach 1:
The patent segments customer feedback data into distinct categories (content preferences, technical complaints, service issues) and presents them in organized formats that are easily accessible to different staff functions, maintaining storage simplicity through structured organization
Solution Approach 2:
The system provides different data presentations and formats tailored to different user needs (content operators, technical support, customer service), with each group receiving data in the format most useful for their specific function while maintaining a simple underlying storage structure
Data Source
AI summary
Systems and methods are disclosed for reporting customer feedback. The disclosed systems and methods may include extracting data in response to content selections by the customer, wherein the extracted data indicates customer preference data based on a content selection. Furthermore, the disclosed systems and methods may include storing the extracted data into a data repository and categorizing the extracted data for use by the content operator. Moreover, the disclosed systems and methods may include receiving a query requesting categorized data from the data repository and reporting the categorized data to the content operator.