POS Proxy Module for PIN Entry Rating Collection
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Solution Overview
Problem
Existing systems for collecting customer ratings at the point of sale are inaccurate and representative of only a small percentage of customers, with credibility issues due to unvalidated reviews, and lack integration with point of sale (POS) systems.
Innovation Solution
A system that integrates a PIN entry device with the POS system, using a POS proxy module, scanner pass-through driver, and payment application plug-in to collect customer ratings without modifying the POS module, allowing for additional transaction information to be appended to the ratings and sent to a remote server.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If ratings are collected after a transaction using review websites, then customers can provide feedback, but the accuracy and representativeness of the ratings deteriorate because only a small percentage of customers engage and credibility cannot be validated
Solution Approach 1:
The system prompts customers to provide ratings immediately at the point of sale during the transaction process, before the customer leaves the premises. This preliminary action ensures that the customer experience is fresh in their mind, leading to more accurate and representative feedback while capturing a much higher percentage of customers compared to post-transaction online reviews
2Adaptability or versatility
If the POS system is modified to collect ratings directly, then integration and data collection improve, but the complexity of the POS system increases
Solution Approach 1:
The patent introduces a separate rating collection system that communicates with the POS system through standardized interfaces. This intermediary approach allows the POS system to remain unchanged while still enabling integrated rating collection, thus improving adaptability without increasing POS system complexity
Solution Approach 2:
The rating collection functionality is segmented into a separate module that operates independently from the core POS system. This segmentation allows the POS system to maintain its original simplicity while the rating module handles all rating collection operations, achieving integration without complexity
3Productivity
If a PIN entry device is used to collect ratings, then customer participation increases, but the device must display additional information which may interfere with the payment process
Solution Approach 1:
The rating prompt is displayed periodically at specific moments during the PIN entry process, such as before the customer enters their PIN or after successful authentication. This periodic display ensures high customer participation while strategically timing the prompts to minimize interference with the critical payment authentication process
Solution Approach 2:
The system offers the rating prompt as an optional partial action that customers can choose to complete. The PIN entry device displays the rating question, but the customer can provide the rating or simply proceed with the payment without completing the rating action, thus maintaining ease of operation while still encouraging participation
Data Source
AI summary
The present invention provides a system operable to collect customer ratings during a transaction using an electronic point of sale system comprising a computer programmed to effect operation of the electronic point of sale system. The system includes a POS module programmed to manage operation of a scanner, a PIN entry device; a payment application operable to manage the PIN entry device; a POS proxy module; a payment application plug-in operable in conjunction with the payment application; a scanner pass-through driver operable to pass scanner signals between the POS module and the scanner while collecting information from the scanner signals and sending that information to the POS proxy module; wherein the POS proxy module is programmed to cause collection of a customer rating during the transaction by using the information received from the scanner pass-through driver to initiate a customer rating collection session, to send a customer rating initiation signal to the payment application plug-in which in turn causes the PIN entry device to prompt the customer to enter a rating.