Mobile Feedback Collection via Multi-Level Rating and Open Comments
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Solution Overview
Problem
Existing methods for collecting and analyzing customer feedback across various touch points, such as physical locations and online platforms, are inefficient and time-consuming, particularly in combining and responding to handwritten feedback from comment cards.
Innovation Solution
A mobile interaction system that uses a mobile device application to collect feedback through a multi-level rating scale and open-ended comments, which can be wirelessly transmitted and analyzed in real-time, allowing for immediate intervention and improved user experience.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If feedback is collected through traditional methods (comment cards, drop boxes, personal inquiry), then customers can provide feedback at physical locations, but the time required to collect, combine, and analyze feedback is excessive
Solution Approach 1:
The patent replaces mechanical feedback collection methods (physical comment cards, handwritten notes, drop boxes) with electronic/mobile-based feedback collection. Customers use mobile devices to submit feedback electronically, which is then automatically transmitted to the business system, eliminating the manual collection and physical handling of paper feedback.
Solution Approach 2:
The patent creates a digital copy of the feedback collection process. Instead of physical comment cards, the system uses electronic forms on mobile devices that replicate the feedback collection function. The feedback data is copied and transmitted electronically to the business system, enabling automated processing and analysis.
2Loss of information
If feedback is collected manually from multiple touch points, then comprehensive customer feedback can be gathered, but the complexity of combining and utilizing information from various sources increases
Solution Approach 1:
The patent implements a universal feedback collection system that works across multiple touch points (physical locations, online website, mobile devices). The same mobile application and feedback framework are used regardless of where the customer interaction occurs, simplifying the aggregation process by providing a single unified interface for collecting feedback from diverse sources.
Solution Approach 2:
The patent merges feedback collection from multiple touch points into a single integrated system. The mobile application consolidates feedback data from various sources (in-store interactions, online experiences, mobile engagements) into one centralized database, eliminating the need for separate systems for each touch point and simplifying information utilization.
3Reliability
If real-time feedback analysis is implemented, then user experience can be improved through immediate intervention, but the processing requirements and system resources increase
Solution Approach 1:
The patent applies preliminary action by pre-configuring feedback categories, rating scales, and analysis rules in the mobile application. The system is prepared in advance with predefined parameters for feedback collection and initial processing, enabling faster real-time analysis without requiring complex processing of unstructured data during the actual feedback event.
Data Source
AI summary
According to one embodiment, a method for collecting feedback from a mobile device user using a mobile interaction application executed on one or more processors of a mobile device includes receiving a selection of a target of the feedback from the mobile device user; presenting a graphical user interface on a display of the mobile device, the graphical user interface including a multi-level rating scale and an open-ended comment element; receiving feedback associated with the selected target from the mobile device user through an input device of the mobile device, the received feedback corresponding to at least one of the multi-level rating scale and the open-ended comment element; and wirelessly transmitting a message including the received feedback associated with the selected target and corresponding to at least one of the multi-level rating scale and the open-ended comment element.