US 11,972,448 B1
Method and system for entry and display of customer experience feedback with real-time automated filtering and evaluation of feedback, transmission of real-time notification to selected personnel based on feedback evaluation in a flexible messaging and workflow system, and follow-up survey consumer evaluations
Jeffrey L. Wohlwend, Plano, TX (US); and Matthew L. Berg, McKinney, TX (US)
Assigned to Westwood Capital Partners, Inc., Plano, TX (US)
Filed by Westwood Capital Partners, Inc., Plano, TX (US)
Filed on Aug. 6, 2021, as Appl. No. 17/396,620.
Application 17/396,620 is a continuation of application No. 15/887,265, filed on Feb. 2, 2018, granted, now 11,087,341.
Application 15/887,265 is a continuation in part of application No. 15/569,309, abandoned, previously published as PCT/US2016/043773, filed on Jul. 23, 2016.
Claims priority of provisional application 62/290,362, filed on Feb. 2, 2016.
Claims priority of provisional application 62/215,447, filed on Sep. 8, 2015.
Claims priority of provisional application 62/198,908, filed on Jul. 30, 2015.
Claims priority of provisional application 62/196,752, filed on Jul. 24, 2015.
This patent is subject to a terminal disclaimer.
Int. Cl. G06Q 30/02 (2023.01); G06F 16/955 (2019.01); G06Q 30/0203 (2023.01); G06Q 30/0282 (2023.01); G06Q 30/06 (2023.01); H04W 4/12 (2009.01); G06Q 50/00 (2012.01)
CPC G06Q 30/0203 (2013.01) [G06F 16/9566 (2019.01); G06Q 30/0281 (2013.01); G06Q 30/0282 (2013.01); G06Q 30/06 (2013.01); H04W 4/12 (2013.01); G06Q 50/01 (2013.01)] 53 Claims
OG exemplary drawing
 
1. A communication system supporting the processing of communications between a home network and one or more mobile units, comprising:
a first hardware data processor on the home network coupled to a first mobile unit, said first hardware data processor having data processors executing a plurality of service subsystems, said first hardware data processor detects that a customer is present at the service provider location upon a subsequent visit, said plurality of service subsystems including:
a direct customer survey subsystem using specialized data processors with programmed functionalities to:
(a) receive a first set of customer experience feedback responses provided by a customer using said first mobile unit in response to a first survey request;
(b) evaluate said customer experience feedback responses from said first survey request on a real-time basis in order to determine whether to issue real-time notifications to one or more predetermined personnel if the first set of customer experience feedback responses fail to satisfy a minimum predetermined standard,
(c) issue one or more real-time notifications to said predetermined personnel to notify those one or more predetermined personnel that the first set of customer experience feedback responses from said first survey request fail to satisfy a minimum predetermined standard,
(d) prepares and stores database reports on the first sets of customer experience feedback responses from said first survey request;
(e) maintains and supports use of data, customer information, software modules and operational codes on the home network;
a customer response service subsystem using data processors with programmed functionalities for:
(a) initiation, implementation of filtering, and identification of responses and survey answers from the direct customer survey subsystem for one or more customer experience feedback response;
(b) initiation, implementation, execution and operation of a customer response service based on responses to direct customer survey questions;
an authenticated survey rating service subsystem using data processors with programmed functionality that:
(a) receives marked survey responses from the filtering and identification protocols from one or more of the direct customer survey subsystems and the customer response service subsystem;
(b) supports access of said reports by third parties involved with companies that have been given appropriate access to the reports;
(c) populates data fields on a computer database maintained by a user, third party, team member, dealer or department when said notification is transmitted to said predetermined personnel, said data fields include identification and contact information related to said customer;
a home agent on the home network coupled to said first hardware data processor, said home agent using data processors to execute operational subroutines to:
(a) control receipt of one or more communications from said first mobile unit; and
(b) manage the processing and evaluation of said one or more communications;
(c) controls the transmission of said first survey request to said mobile unit;
(d) controls the receipt and routing of said first set of customer experience feedback responses from said first survey request from said mobile unit;
(e) controls the receipt and routing of said second set of customer experience feedback responses from said second follow-up survey request from said mobile unit; and,
(f) controls the transmission of real-time notifications to said predetermined personnel;
a first non-transitory storage devices coupled to said home agent and first hardware data processor on said home network, said first non-transitory storage devices maintaining information related to the customer and personnel at the home network, said first non-transitory storage devices having information regarding trends relating to customer experience feedback, and,
a transceiver subsystem coupled to said home network through a first gateway providing a communications interface for communications between the home network and said first mobile unit, said transceiver subsystem receives and transmits communications between said home network and said mobile unit.