Customer satisfaction dashboard
AssigneeState Farm Mutual Automobile Insurance Company
InventorsSherry Plummer, Doug Sholtis, Tom Flynn, Les Meyer
Life of this patent
Estimating the term…
Abstract
An instrument for measuring and presenting customer impressions of a company uses weighted response values of survey questions to develop a customer experience score and a customer interaction score. The two scores are added to produce a composite score. The three scores for a company may be presented with other score sets for other companies to provide a simple and consistent comparison of companies. When different businesses or even different industries have different customer experiences and interactions, weighting of response values can be adjusted to more accurately reflect the importance of that factor on the overall customer experience, which models customer satisfaction.
Claims20
A method of accumulating, weighting, and presenting customer experience data, the method comprising:
- receiving, at a server, information related to:
- i) a customer's experience with a company, the information including data associated with the customer's perception of two or more of price, responsiveness, reliability, brand, expertise, accuracy, availability, or a factor based on an unequally weighted combination of simple, caring, and personalized, and
- ii) the customer's specific interactions with the company, the information including data associated with interactions between the consumer and the company for two or more interactions selected from:
- a purchase, a quote, a new policy, a policy change, a new bank account, a change to a bank account, a new loan, a change to a loan, a loan payment, a new credit card, a change to a credit card account, a credit card payment, a new mutual fund, a change to a mutual fund, a new money market, a change to a money market, a new retirement account, a change to a retirement account, billing and payment, a deposit, a withdrawal, a fraud report or claims activity;
- using a first algorithm executed on the server to unequally weight the customer experience data to develop an experience score for the company;
- using a second algorithm executed on the server to equally weight the customer specific interaction data to develop an interaction score for the company;
- using a third algorithm executed on the server to calculate an average of the experience score and the interaction score to develop a composite score for the company;
- and
- rendering an image of the experience score, the interaction score, and the composite score for the company for presentation of the image via a computer.
A computer-readable storage media storing computer executable instructions for accumulating, weighting, and presenting customer experience data that when executed by one or more processors, cause the one or more processors to:
- receive survey data related to a plurality of customers' observations about insurance, financial or banking industry companies;
- identify the data by company, and for each company to:
- divide the data into experience data and customer interaction data;
- segregate the experience data into experience categories;
- segregate the customer interaction data into interaction categories;
- average the values in each experience category;
- average the values in each interaction category;
- weight and combine the average values in each of the experience categories to develop an experience value;
- weight and combine the average values in each of the interaction categories to develop an interaction value;
- mathematically combine the experience value and the interaction value to develop a composite score;
- after each data is identified by company and processed, render an image showing by company the experience value, the interaction value, and the composite value for each company represented in the data;
- and
- displaying the image on a computer display.
A system for evaluating customer experience data comprising:
- a server having a processor, a network interface for sending and receiving data via a network, and a computer storage media coupled to the processor that stores computer executable instructions;
- a plurality of computing devices coupled to the server via the network, wherein the computer executable instructions when executed by the processor cause the server to:
- receive data from one or more of the plurality of computing devices corresponding to a plurality of customer responses to a set of questions related to customer experiences with respective companies;
- associate each response with a category of interest from a set of categories of interest;
- assign each response a point value;
- group the answers by company;
- separate each answer by company into its respective question's category of interest;
- calculate, for each category of interest by company, a point total as the sum of the point values of all answers in that category;
- weight and combine the point total of each category to create a score for each company;
- calculate an average of all scores to form an industry average score;
- display the score for each company;
- and
- display the industry average score.
Dependencies are inferred from the claim text.