Proximity-Based Employee Feedback via Beacon Broadcast
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Solution Overview
Problem
Current mechanisms for reviewing customer experiences in service industries lack granular feedback on specific employees, leading to delayed and incomplete assessments, which can negatively impact employer reputation and customer satisfaction.
Innovation Solution
A system utilizing employee-unique identifiers broadcast via beacons allows customers to provide real-time or near real-time feedback through their devices, enabling employers to track and update employee profiles with accurate interaction data.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If aggregated level review mechanisms are used, then overall customer satisfaction can be measured, but granular feedback on specific employees cannot be obtained
Solution Approach 1:
The patent segments the overall customer satisfaction measurement into granular employee-level feedback by introducing employee-unique identifiers and proximity-based tracking. Each employee interaction is individually tracked and evaluated, transforming the aggregated review mechanism into a segmented system that captures specific employee performance data while maintaining overall satisfaction measurement capabilities.
Solution Approach 2:
The patent introduces an intermediary system consisting of mobile devices, proximity sensors, and feedback application that mediates between customers and employees. This intermediary captures interaction data automatically during customer-employee encounters, eliminating the need for complex manual tracking systems while enabling granular feedback collection.
2Loss of time
If traditional review mechanisms are used, then customer feedback can be collected, but feedback is delayed and cannot be provided in real-time
Solution Approach 1:
The patent implements preliminary action by pre-configuring mobile devices with employee-unique identifiers and proximity-based feedback mechanisms before customer-employee interactions occur. The system automatically detects when a customer is in proximity to an employee and prompts for feedback immediately at the moment of interaction, eliminating delays associated with post-interaction surveys.
Solution Approach 2:
The patent establishes a real-time feedback loop where customer experiences are immediately captured during employee-customer interactions through proximity-based detection. The feedback is collected instantaneously and transmitted to employers, creating a continuous feedback mechanism that eliminates traditional survey delays and enables immediate action on customer satisfaction issues.
3Measurement precision
If employee-unique identifiers and beacons are implemented, then granular feedback on specific employees can be obtained, but device complexity increases
Solution Approach 1:
The patent applies self-service by enabling customers to automatically provide feedback through their own mobile devices without requiring special hardware or complex manual processes. The employee-unique identifiers and proximity detection operate automatically in the background, with customers simply needing to interact with a simple prompt in their existing device, thereby achieving precise measurement without significantly increasing operational complexity.
Data Source
AI summary
Various embodiments are directed to systems and methods for providing employee data corresponding to individual employees to a customer computing entity operated by a customer. The employee data is provided so as to provide additional detail regarding an employee involved in a customer service interaction with the customer. The employee data is broadcast from an employee beacon carried by a respective employee. The employee data is received by a customer computing entity within the broadcast range of the employee beacon and, upon detection of a trigger event, the employee data is presented to the user via a graphical user interface of the customer computing entity, which requests that the customer provide feedback data regarding the employee, which may be transmitted to a management computing entity for storage and analysis.