Abstract:
A computer-implemented method for management of a survey response associated with a score is disclosed. Exemplary systems and methods include a processor, a computer readable storage medium having instructions for execution by the processor, and the processor executing the instructions on the computer readable storage medium to transmit a survey response associated with a score for display on a network device. If the score of the survey response is below a threshold, the processor transmits an issue report for display on the network device. The processor also transmits a calculated value for display on the network device, the calculated value based at least in part on the score associated with the survey response. In a further exemplary system and method, the processor transmits for display on the network device a quantity representing a number of survey responses that may have their associated score deducted from the calculated value. According to yet another exemplary system and method, the processor receives from the network device an assignment of an issue report to a party responsible for resolution of the issue report.

Description:
FIELD OF INVENTION 
       [0001]    The present application is related to U.S. patent application Ser. No. ______, titled “Systems, Methods, and Media for Survey Management,” filed concurrently herewith on Apr. 14, 2009. 
         [0002]    The present invention relates generally to management of survey responses, and more particularly, computerized methods for generating, managing and displaying a survey response associated with a score. 
     
    
     BRIEF SUMMARY OF THE INVENTION 
       [0003]    Provided herein are exemplary systems, methods and media for management of a survey response associated with a score. Exemplary systems and methods include a processor, a computer readable storage medium having instructions for execution by the processor, and the processor executing the instructions on the computer readable storage medium to transmit the survey response associated with the score for display on a network device. If the score of the survey response is below a threshold, the processor transmits an issue report for display on the network device. The processor also transmits a calculated value for display on the network device, the calculated value based at least in part on the score associated with the survey response. 
         [0004]    In a further exemplary system and method, the processor transmits for display on the network device a quantity representing a number of survey responses that may have their associated score deducted from the calculated value. The quantity may be based at least in part on a total number of survey responses received during a pre-specified time period. The processor may also transmit when one or more of the associated scores must be deducted from the calculated value. 
         [0005]    In another exemplary system and method, the processor receives from the network device a request to appeal inclusion of a score associated with the survey response in the calculated value. The processor may also receive from the network device a reason in support of the request to appeal inclusion of the score. The processor may also transmit for display on the network device a granting of the request to appeal, the granting resulting in deduction of the associated score from the calculated value. The processor may also remove the survey response associated with the deducted score from being accessed by the network device. 
         [0006]    According to yet another exemplary system and method, the processor receives from the network device an assignment of an issue report to a party responsible for resolution of the issue report. The processor may track a time period starting with the transmitting of the issue report and ending with closure of the issue report. The processor may receive from the network device an indication that the issue has been resolved and/or that the issue report has been closed. The processor may transmit a request for confirmation that the issue report has been satisfactorily closed. 
         [0007]    Also provided herein are exemplary graphical user interfaces for management of a survey response associated with a score. Such exemplary graphical user interfaces may include a survey response display, the survey response display configured to display a survey response associated with a score, an issue report display, the issue report display configured to display an issue report if the score of the survey response is below a threshold, and a calculated value display, the calculated value display configured to display a calculated value based at least in part on the score associated with the survey response. Further exemplary graphical user interfaces may include a status display, the status display configured to display a status of the survey response, and/or a comment display, the comment display configured to display a comment about the survey response. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0008]      FIG. 1  is an exemplary networking environment in accordance with embodiments of the present invention. 
           [0009]      FIG. 2  is a flowchart of an exemplary computer-implemented method for management of a survey response associated with a score. 
           [0010]      FIG. 3  illustrates an exemplary Graphical User Interface (GUI) for management of a survey response associated with a score in accordance with embodiments of the invention. 
           [0011]      FIG. 4  illustrates an exemplary view of the GUI of  FIG. 3 . 
           [0012]      FIG. 5A-5F  illustrates an exemplary view of the GUI of  FIG. 3 . 
           [0013]      FIG. 6A-6D  illustrates an exemplary view of the GUI of  FIG. 3 . 
       
    
    
     DETAILED DESCRIPTION 
       [0014]    Embodiments of the present invention provide systems, methods, and media for managing a survey response associated with a score. A survey response associated with a score may be a product of a survey question, a survey response, and a score based on the survey response. 
         [0015]    The systems, methods, and media described herein may make use of computerized surveys that are targeted to a customer based on purchase data. The targeted surveys may include survey questions, the answers to which may provide the seller with the customer service experience provided by the seller&#39;s employees, the reason for the customer&#39;s visit to the seller, and the like. An exemplary seller who may make use of targeted surveys may be a manufacturer or a dealership of new or pre-owned conveyances or motor vehicles, such as automobiles, motorcycles, resort vehicles, and the like, as well as services associated with the maintenance of such conveyances. In some embodiments, the targeted survey may be made available online via the Web or another network to a customer&#39;s digital device, such as a desktop computer or a mobile device. The customer may provide a survey response to the targeted survey. The survey response may include a return of the survey with no survey questions answered, a return of the survey with a portion of the survey questions answered, and a return of the survey with all survey questions answered. In some embodiments, the survey response may include any comments provided by the customer. The customer may provide the survey response to the seller via the Web or another online network. 
         [0016]      FIG. 1  is an exemplary networking environment  100  in accordance with embodiments of the present invention. The networking environment includes client  105  having browser  107 , Network  110 , Network Server  115 , Application Server  120  hosting Survey Management Application  122 , Survey Management Database  125 , E-mail Server  130 , Survey Engine  140 , Survey Database  150 , Alert Module  160 , Comment Module  170 , Templates Library  180 , Dealer/Manufacturer Database  190 , Dealer/Manufacturer Server  195 , and Data Feed Processor  197 . Network  110  may be any type of network, including but not limited to the Internet, LAN, WAN, a telephone network, and any other communication network that allows access to data, as well as any combination of these. Client  105  may be any digital device, including, but not limited to a desktop computer, laptop computer, mobile telephone device, and PDA. In some embodiments, Network  110  is coupled to Client  105 , Network Server  115 , Application Server  120 , E-mail Server  130  and Dealer/Manufacturer Server  195 . One skilled in the art can appreciate that the networking environment  100  as shown in  FIG. 1  is exemplary only and that it is not limited to what is shown. For all figures mentioned herein, like numbered elements refer to like elements throughout. 
         [0017]    Application Server  120  and Dealer/Manufacturer Server  195  are coupled to Survey Management Database  125  and Dealer/Manufacturer Database  190 , respectively. It will be apparent to one skilled in the art that the embodiments of this invention are not limited to any particular type of server and/or database. In some embodiments, the servers mentioned herein are configured to control and route information via the Network  110  or any other networks (not shown in  FIG. 1 ). The servers herein may access, retrieve, store and otherwise process data stored on any of the databases mentioned herein. The databases mentioned herein are configured to store survey data, which includes, but is not limited to survey question, a survey response, a score based on the survey response, a name, a keyword, purchase data, and/or invoice data, as discussed above. The databases may also store historical action logs associated with server activity. Further, the databases mentioned herein may store information about messages, such as e-mail messages associated with a customer, in particular about whether such e-mail messages were sent, date and time information about when the e-mail messages were sent (e.g. time stamp information), contents of the e-mail message, and the target survey. 
         [0018]      FIG. 2  illustrates an exemplary computer-implemented method  200  for management of a survey response associated with a score. 
         [0019]    At step  210 , a targeted survey is provided to a customer. In some embodiments, the targeted survey is provided to Application Server  120 , which then transmits the targeted survey via Network  110  (via Network Server  115  as shown in  FIG. 1 ) to Browser  107  on Client  105 . Alternatively, Application Server  120  may generate a web link and associate the targeted survey with the web link. The web link may be transmitted to E-mail Server  130  to be included in an e-mail message to the customer. One skilled in the art may recognize that although  FIG. 1  shows an E-mail Server  130 , any type of electronic communication (such as mobile communication) and corresponding network infrastructure is included in the scope of the embodiments described herein. 
         [0020]    In step  220 , a survey response is received from Client  105  via the web link. As discussed earlier, Client  105  may be any digital device configured to receive a user input corresponding to a survey response. The survey response may include, for example, a text string, a picture, a negative response, a positive response, a character, a numeral, and any combination of these. 
         [0021]    In step  230 , a weight may be assigned to a survey response. An assigned weight may be quantitative in that statistics may be computed based on numerical values associated with a plurality of survey responses in which the same survey question was asked. For instance, if a survey question from the targeted survey asked a customer to rate her satisfaction with dealership customer service on a scale of 1 to 10, the customer&#39;s survey response may indicate a number between 1 and 10. As such, this customer&#39;s survey response could then be compared to other targeted surveys in which this survey question was asked. 
         [0022]    Survey questions in targeted surveys may be assigned weights, indicating that a particular survey response to a survey question is of higher importance than others. For instance, with respect to mandatory questions which may be asked in every targeted survey, a survey question regarding product knowledge of dealership staff may be of higher importance than a survey question regarding whether the customer was offered a test drive, and therefore, may be weighted more heavily. A weight for a particular survey response to a survey question may be predefined. For instance, the weight of the survey response may be computed based on a weight of the survey question when the targeted survey is generated. Various metrics and/or operations may be performed on the survey response received in  220 , and these will be described more fully herein. 
         [0023]    In step  240 , the weighted survey response may be transmitted for display on a display associated with a digital device. In some embodiments, the weighted survey response may be provided for display on Dealer/Manufacturer Server  195  or on a digital device coupled to Dealer/Manufacturer Server  195  (not shown in  FIG. 1 ). Alternatively, the response may be provided for display on a display associated with Application Server  120 , Client  105 , and/or E-mail Server  130 . The weighted survey response may be provided for display on a plurality of digital devices simultaneously in real time. In other words, the weighted survey response may be provided for display at a dealership and at a manufacturer in real time. 
         [0024]    According to various exemplary systems and methods, administrators may set predefined thresholds or criteria for each question in the targeted survey. If a score has been computed for the survey response, the score may be compared to the predefined threshold. If the survey response exceeds the predefined threshold, the survey response may be provided for display as described in the context of step  240 . If the survey response does not exceed the predefined threshold, (i.e. the survey response is below the threshold) the survey response may be flagged, and/or a visual indicator may be assigned to the survey response. The survey response may be categorized as, for example, an “Issue.” Responsibility for addressing the “Issue” resulting from the survey response may be assigned to a survey manager. A survey manager may be a particular dealership personnel dedicated to processing and handling issues, or a particular sales advisor or business manager. The survey response (with associated visual indicator) may be provided for display as is described in the context of step  240 . 
         [0025]      FIGS. 3-6  provide exemplary graphical user interfaces for managing a survey response associated with a score. Although the following figures depict an automobile dealership and survey concerns relating thereto, one skilled in the art will appreciate, upon review of this disclosure, that the systems, methods, and media disclosed herein may be applicable to a plurality of verticals aside from the automotive vertical. 
         [0026]      FIG. 3  illustrates an exemplary Graphical User Interface (GUI)  300  in accordance with embodiments of the invention discussed herein. GUI  300  may provide survey data for display as discussed in the context of  FIGS. 1 and 2 . For example, GUI  300  may be a graphical user interface associated with Survey Management Application  122  and provided via Network  110  to, for example, Dealer/Manufacturer Server  195  or to, for example, a client associated with Dealer/Manufacturer Server  195  (not shown in  FIG. 1 ). GUI  300  may be provided for display on a digital and/or display device associated with Dealer/Manufacturer Server  195  via a browser (not shown in  FIG. 1 ). A user may log into Survey Management Application  122  and navigate GUI  300  via user input to a digital device. Exemplary user inputs may include a mouse click, a mouse double click, a roll-over of a mouse pointer, a key press, a selection of an icon, a selection of an area of a screen using a click and drag, and the like. Components relating to survey management may be displayed on GUI  300 .  FIG. 3  illustrates Navigation Bar  310 , Survey Response Display  320  with Survey Questions  325 , Survey Metrics Display  330  with survey metrics indicators  332  displayed thereon, and Date Range Display  340 . 
         [0027]    When a user logs into Survey Management Application  122 , a user may navigate Tabs  311  of Navigation Bar  310  in order to view survey data. Navigation Bar  310  as shown in  FIG. 3  may have any number of tabs  311  which may correspond to any number of views of GUI  300 . For example, in  FIG. 3  GUI  300  displays a Details View  301  associated with Survey Response Display  320 . In some embodiments, Details View  301  may display a number of response days  321 , a customer name  322  (customer names not shown in  FIG. 3  for privacy), a Customer Experience Index (CEI)  323 , a comment  324 , and survey questions  325 . An activated tab may indicate activation of a view via a visual indicator on the tab  311 . For example the Details tab of Navigation Bar  310  is grayed out, indicating that Details View  301  is provided for display by Survey Management Application  122 . Additionally, as shown within Navigation Bar  310 , issues may be categorized in such ways as “all open issues” and “my open issues.” For example, a user may employ these features to quickly identify all open issue reports and to identify those open issue reports assigned to the user for resolution (as described herein—e.g., in connection with  FIG. 6 ). 
         [0028]    In some embodiments, Survey Response Display  320  may be organized as a grid as shown in  FIG. 3 . A targeted survey as discussed in the context of  FIG. 2  may be represented as a row in Survey Response Display  320 . The columns of Survey Response Display  320  may represent a number of response days  321 , a customer name  322 , a CEI  323 , a comment  324 , and survey questions  325  as shown in  FIG. 3 . As such, the cells of Survey Response Display  320  may reflect a survey response to a survey question. Survey responses may be displayed, for examples as a character (as shown in  FIG. 3 ), a numeral, a color, an icon, and any combination of these. One skilled in the art will recognize that any number of rows and/or columns may represent any number of variables in Survey Response Display  320 . 
         [0029]    In some embodiments, weights may be applied to survey responses as discussed in the context of  FIG. 2 . Survey responses may be displayed in Survey Response Display  320  in association with a weight display (not shown in  FIG. 3 ). A survey tracking display may be displayed in Survey Response Display  320  as shown in Status  327 . Status  327  may be configured to display a status of a targeted survey, for example, an indicator associated with whether a survey has been resent to a customer, as discussed in the context of  FIG. 1 . 
         [0030]    Survey Metrics Display  330  may provide survey metrics indicators  332  associated with the survey responses shown in Survey Response Display  320 . Survey Metrics Display  330  may, for example, display Response Days  332   a , Overall Recommendation  332   b , Responses  332   c , Comments  332   d , Issue  332   e , and CEI  332   e . Response Days  332   a  may indicate the average number of days customers took to provide a survey response. Responses  332   c  may indicate a number of received survey responses. Comments  332   d  may indicate a number of received comments associated with the survey responses. Issue  332   e  may indicate a number of issues associated with the survey responses. CEI  332   f  may indicate a Customer Experience Index score associated with the survey responses. In some embodiments, CEI  332   f  may represent a weighted average of the survey responses as discussed in the context of  230  in  FIG. 2  above, and a corresponding weight display may be displayed in survey metric indicator  332 . 
         [0031]    In some embodiments, Survey Metrics Display  330  may display a survey metric indicator  332  corresponding to a single survey question. For example, Overall Recommendation  332   b  may indicate the percentage of survey responses that indicated a recommendation of the automobile dealership. As shown in  FIG. 3 , Overall Recommendation  332   b  is Q14 as indicated by icon  326 . 
         [0032]    Date Range Display  340  may indicate a date range associated with the survey responses displayed in Survey Response Display  320 . In some embodiments, the date range may correspond to a receipt date of a survey response.  FIG. 3  shows a date range view associated with Details View  301 . Date Range Display  340  displays dates ranging from Mar. 9, 2009-Mar. 16, 2009, indicating that the survey responses displayed in Survey Response Display  320  were received on or between those calendar dates. Any range of dates may be displayed in Date Range Display  340 . 
         [0033]      FIGS. 4-6  illustrate further features and/or views of the GUI  300  in accordance with embodiments of the present invention. These features and/or views are accessible via user input to any of  310 - 340  discussed in the context of  FIG. 3 . 
         [0034]      FIG. 4  is a screenshot of an exemplary deduction or “mulligan” feature  400  as included in various embodiments of the graphical user interfaces discussed herein. According to one exemplary embodiment, after multiple survey responses having calculated values (e.g., a Customer Experience Index) are transmitted for display on a network device associated with a particular party (e.g., a computer belonging to an automobile dealer), the particular party may be allocated a certain number or percentage of total survey responses received during a pre-specified period of time that the party may elect to have deducted from their average calculated value for that pre-specified period. Such an allocation may be determined by another party, such as an automobile manufacturer and may be any number or any percentage of the survey responses. For example, if automobile dealer A received  300  survey responses for the month of January, yielding an average calculated value of 95 points out of a possible 100 points, automobile dealer A may be allowed by the automobile manufacturer to have two percent (2%) or six (6) of their lowest scores received for the month of January deducted from their average calculated value. Thus, if dealer A received six survey responses for the month of January, with each survey response having a calculated value of less than 95, dealer A may elect to have up to six (or all six) calculated values deducted from their calculated average value for the month of January, effectively increasing their average calculated value beyond 95. 
         [0035]    According to a further exemplary embodiment, the allocation of survey responses a party may elect to have deducted from their average calculated value (e.g., 2% or six, with respect to the above example), may be transmitted for display on a network device associated with the particular party. According to yet a further exemplary embodiment, a deadline (e.g., calendar date) by which the allocation must be deducted by may be transmitted for display on the network device. For example, if automobile dealer A received  300  survey responses for the month of January, and is allowed to have up to 2% of their lowest scores received for the month of January deducted from their average calculated value, automobile dealer A may be given until ten days after the end of January (i.e., February 10 th ) to elect to have up to six calculated values deducted from their average calculated value for the month of January. 
         [0036]    Referring again to  FIG. 4 , according to some exemplary embodiments, each time a party uses the exemplary deduction or mulligan feature  400  in order to have a calculated value associated with a survey response deducted from their average calculated value, an updated average calculated value may be determined and transmitted for display on a network device. According to even further exemplary embodiments, deducted calculated values and/or associated survey responses are archived and retrievable by the network device. For example, if an automobile dealer desires to research the reason why they received a low calculated value for a particular survey response, they may be able to retrieve and view the particular survey response and associated score. Such responses may be searched by keyword. 
         [0037]    According to one exemplary method of using the deduction or mulligan feature  400 , a party (such as an automobile dealer) may utilize a graphical user interface (such as the exemplary graphical user interface) shown in  FIG. 3  to click on a customer name  322 . Another graphical user interface, such as the graphical user interface shown in  FIG. 6A , may appear. Using an action prompt such as the exemplary action prompt  600 , the party may elect to deduct or mulligan the survey response and associated score. Accordingly, the party may be directed to a graphical user interface, such as the graphical user interface shown in  FIG. 4 . Using the deduction or mulligan feature  400 , the party may elect to have the survey response and associated score deducted from their average calculated value. 
         [0038]      FIGS. 5A-5F  show screenshots of an exemplary appeal feature  500  as included in various embodiments of the graphical user interfaces discussed herein. According to one exemplary embodiment, after a survey response having a score is transmitted for display on a network device associated with a particular party (e.g. a computer belonging to an automobile dealer), the particular party may wish to appeal inclusion of the score associated with the survey response in their average calculated value. Accordingly, the party may click or activate the appeal feature  500  of the exemplary graphical user interface as shown in  FIG. 5A . 
         [0039]    After clicking or activating the appeal feature  500 , the party may be directed to the exemplary graphical user interface shown in  FIG. 5B . Using the exemplary graphical user interface shown in  FIG. 5B , the appealing party may enter their name at  510 , reason for appeal at  520 , and comments at  530 . In some exemplary embodiments, the reason in support of the request to appeal may be such reasons as a body shop repair or a trade assist situation. According to a further exemplary embodiment, a notification of the appeal, such as in the form of an email, text, or voice mail, may be sent to a party responsible for deciding whether to accept or decline the appeal, such as an automobile manufacturer. 
         [0040]    A party responsible for accepting or declining the appeal, such as the automobile manufacturer, may access an exemplary graphical user interface (such as the graphical user interface illustrated in  FIG. 5C ). Using a feature such as decision feature  540  as shown in  FIG. 5C , the party may enter their decision, along with associated comments at box  550  in  FIG. 5D  (in the case of an accepted appeal) or at box  560  in  FIG. 5E  (in the case of a declined appeal). According to a further exemplary embodiment, a notification of the appeal decision, such as in the form of an email, text, or voice mail may be sent to the appealing party. 
         [0041]    Referring to  FIG. 5F , an exemplary graphical user interface is shown in which the appealing party may view whether an appeal has been declined, as shown by the “D” in status box  570 . If the appeal is approved, the survey response is removed from being accessible by a network device of the appealing party and the associated score is deducted from their average calculated value. 
         [0042]      FIGS. 6A-6D  show screenshots of an exemplary issue resolution feature as included in various embodiments of the graphical user interfaces discussed herein. 
         [0043]    According to various exemplary embodiments, if the score of a survey response is below a threshold, an issue report is transmitted for display on a network device (such as on the display of a networked computer of an automobile dealer). The threshold may be determined by another party, such as an automobile manufacturer. When the issue report is received by a party, such as an automobile dealership, a survey manager or other representative of the party may assign the issue report to another party for resolution. 
         [0044]    Referring to  FIG. 6A , using an action prompt such as the exemplary action prompt  600 , the survey manager is directed a menu, such as the exemplary menu  610  shown in  FIG. 6B . Using the exemplary menu  610 , the survey manger may elect to assign the issue report to another party, such as an employee of the automobile dealership, for resolution. Accordingly, after the survey manager elects to assign the issue report using exemplary menu  610 , the survey manager may be directed to a graphical user interface (such as the exemplary graphical user interface shown in  FIG. 6C ) to provide further detail regarding the issue report assignment. 
         [0045]    Referring to  FIG. 6C , the survey manager may use the exemplary assign issue feature  620  to assign a party to resolve the issue report. The survey manager may also add comments in the exemplary comment box  630 . After entering the requested information in the exemplary graphical user interface shown in  FIG. 6C , the issue report is transferred to the assigned party for resolution. 
         [0046]      FIG. 6D  shows an exemplary graphical user interface utilized by the assigned party to close an assigned issue report. Using the exemplary graphical user interface, the assigned party may use the exemplary close feature  640  to indicate the successful resolution of the issue report. The assigned party may enter comments in the exemplary comments box  650 . The assigned party may also enter an approximate cost to successfully resolve the issue report in the exemplary approximate cost box  660 . According to a further exemplary embodiment, a time period may be tracked starting with the transmitting of the issue report to the survey manager and ending with closure of the issue report by the assigned party. Additionally, notification may be transmitted from the network device to another party (such as an automobile manufacturer) that the issue has been resolved. A request for confirmation that the issue report has been satisfactorily resolved and therefore closed may be sent to the party that originally submitted the issue report (e.g., the customer). 
         [0047]    The above-described functions and/or methods may include instructions that are stored on storage media. The instructions can be retrieved and executed by a processor. Some examples of instructions are software, program code, and firmware. Some examples of storage media are memory devices, tape, disks, integrated circuits, and servers. The instructions are operational when executed by the processor to direct the processor to operate in accord with the invention. Those skilled in the art are familiar with instructions, processor(s), and storage media. Exemplary storage media in accordance with embodiments of the invention are illustrated in  FIG. 1 , which may include, but is not limited to any of components  105 - 197 . 
         [0048]    Upon reading this paper, it will become apparent to one skilled in the art that various modifications may be made to the systems, methods, and media disclosed herein without departing from the scope of the disclosure. As such, this disclosure is not to be interpreted in a limiting sense but as a basis for support of the appended claims.