Abstract:
A computer system for obtaining feedback at a location of service includes one touch screen computer terminal devices located at the location of service across multiple entities. One computer software module is for authoring a survey, the survey comprising a plurality of survey question with at least one of the survey questions having an answer value configured to trigger a notification signal. Another computer software module presents the survey at the touch screen computer terminal(s) and for obtaining respondent answers to the survey questions and another computer software module monitors the respondent answers and if any of the respondent answers have the answer value configured to trigger the notification signal, the computer software module that monitors the respondent answers triggers the notification signal. Certain statistical data is shared between multiple entities.

Description:
[0001]    This application is a continuation-in-part of U.S. application titled, “SYSTEM AND METHOD FOR REAL-TIME FEEDBACK,” Ser. No. 11/961,277, filed Jan. 23, 2008. 
     
    
     BACKGROUND OF THE INVENTION 
       [0002]    1. Field 
         [0003]    This invention relates to the field of information gathering and more particularly to a system for survey generation with immediate notification capabilities. 
         [0004]    2. Background 
         [0005]    Organizations and professionals need to know what they are doing well and what they are doing wrong in order to improve their services and effectively compete in today&#39;s information age. Having the right information in the right hands at the right time is critical in making informed decisions. A business that understands their customer&#39;s experience is far better equipped to make informed changes that result in improved customer satisfaction, cost savings and employee satisfaction. Customers often feel better about any issues when provided an opportunity to voice their concerns. 
         [0006]    To a business, proper feedback and action will result in a significant competitive edge, improved business performance, a better understanding of the market, making it difficult for competitors to enter the marketplace. To a customer, providing an efficient path for feedback will make them feel like part of the organization, able to effect change, and will allow them to vent when things don&#39;t go right. 
         [0007]    Prior attempts to obtain information include survey cards (either mailed or available in the office), phone surveys and email surveys, etc. Such systems are expensive requiring staff to make calls, transcribe data, etc. Additionally, there is often a great time-lag between the service and completion of the survey. This time-lag leads to a loss of information because the customer (patient) has forgotten details of their experience. This time-lag also leads to a loss of interest on behalf of the customer (patient), often resulting in meaningless data or in the survey not being returned. The time-lag also provides a delay in taking any actions that may improve the situation. 
         [0008]    These prior attempts also suffer from sampling frequency issues, in that, due to the resources required to effectively administer such a survey, surveys are only conducted for a short period of time to a cross-section of customers (patients). Although statistics applied to such a survey will indicate validity factors, it would be far better to approach a 100% survey rate. Not only will data accuracy increase, but the customers (patients) will feel better having a way to provide feedback. 
         [0009]    All of this is further compounded by the inability to evaluate the data in various ways depending upon the organization. For example, a doctor needs to see how well he/she communicates, etc. A receptionist needs to see how courteous he/she is, etc. A scheduler needs to understand how long people have to wait and how much wait is acceptable, etc. Each different group within an organization needs different slices of the data in a format that they can understand and act upon. A report printed weeks ago with data gathered months ago is no longer sufficient. 
         [0010]    Another issue with the prior systems is the ability to update or change surveys and reporting methods. In these, a survey was created/designed (internally or by a 3 rd -party) then administered (mailed, phone calls, email, etc.). After the survey period, the data is transcribed then evaluated, usually by a 3 rd -party. The printed results are then delivered to those who are in a position to effect change and make improvements. Due to this long cycle, it is almost impossible to recognize a question in need of change until the data is already collected. Furthermore, it is often a person in the IT organization that is responsible for creating the survey and/or modifying the survey, not a decision maker who has a vested interest in the data being gathered. 
         [0011]    None of the existing information gathering tools include a way to get instant notification of a severe problem. For example, if a survey question includes an answer that indicates that the customer is very unhappy and will never return and a customer selects that answer, they are out of the office long before any staff is aware of their issue. There is no way for staff to approach that customer (patient) before they leave the office or building since the staff is not informed by the survey until days, weeks or months after the incident occurred. This further weakens the value of the data because the staff that led to the issue often have little or no memory of their interactions with the patient after such a long time period has passed. 
         [0012]    U.S. Pat. No. 6,912,251 to Kraft, et al, describes a system for initiating, conducting and managing a survey in real time over a computer network. This patent deals with survey takers who are on the Internet, not at the location of the service. Furthermore, this patent does not provide a real-time notification of specific survey events. 
         [0013]    U.S. Pat. No. 6,380,928 to Todd describes a portable survey and satisfaction questionnaire device for the hospitality/restaurant industry. This patent describes a device capable of being used as a survey input system, but does not provide features of data filtering, immediate update of surveys and notification of details when one or more answers indicate an issue. 
         [0014]    Additionally, these prior attempts include data gathering periods, then time for data entry, report generation, etc. The added time delays the formulation and introduction of changes in the organization to improve where needed. 
         [0015]    What is needed is a survey system that will allow immediate modifications and instantly notify users of issues. 
       SUMMARY 
       [0016]    In one embodiment, a method of obtaining feedback at a location of service is disclosed including providing a computer terminal device located at a location of service and presenting a plurality of survey questions at the computer terminal device. At least one of the survey questions has an answer value configured to trigger a notification signal. The method includes inputting at least one response to the survey questions at the computer terminal device and, if any one of the at least one responses includes the answer value configured to trigger the notification signal, generating the notification signal. 
         [0017]    In another embodiment, a method of obtaining feedback at a location of service is disclosed including providing a touch screen computer terminal device located at a location of service and presenting a plurality of survey questions at the computer terminal device. At least one of the survey questions has a way to trigger a notification signal responsive to an answer to the survey question. Also included is inputting at least one response to the at least one survey question at the touch screen computer terminal device. 
         [0018]    In another embodiment, a computer system for obtaining feedback at a location of service is disclosed including at least one touch screen computer terminal device located at the location of service and software. One computer software module is for authoring a survey, the survey comprising a plurality of survey questions with at least one of the survey questions having an answer value configured to trigger a notification signal. Another computer software module presents the survey at the touch screen computer terminal(s) and for obtaining respondent answers to the survey questions and another computer software module monitors the respondent answers and if any of the respondent answers have the answer value configured to trigger the notification signal, the computer software module that monitors the respondent answers triggers the notification signal. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0019]    The invention can be best understood by those having ordinary skill in the art by reference to the following detailed description when considered in conjunction with the accompanying drawings in which: 
           [0020]      FIG. 1  illustrates an elevational view of a system of the present invention. 
           [0021]      FIG. 2  illustrates a schematic view of a system of the present invention. 
           [0022]      FIG. 3  illustrates a schematic view of a system of the present invention. 
           [0023]      FIG. 4  illustrates a sample user interface screen of the present invention. 
           [0024]      FIG. 5  illustrates a second sample user interface screen of the present invention. 
           [0025]      FIG. 6  illustrates a sample user account interface screen of the present invention. 
           [0026]      FIG. 7  illustrates a sample user account interface screen of the present invention with data. 
           [0027]      FIG. 8  illustrates a sample survey question creation user interface screen of the present invention. 
           [0028]      FIG. 9  illustrates a sample survey question creation user interface screen of the present invention with data. 
           [0029]      FIG. 10  illustrates a sample report generator user interface screen for controlling the presentation of data of the present invention. 
           [0030]      FIG. 11  illustrates a sample report generator user interface screen for selecting data from a specific terminal of the present invention. 
           [0031]      FIG. 12  illustrates a sample report generator user interface screen for selecting data from a date range of the present invention. 
           [0032]      FIG. 13  illustrates a sample report generator user interface screen for selecting data with specific attributes of the present invention. 
           [0033]      FIG. 14  illustrates a sample notification generator user interface screen for selecting specific questionnaire date that will invoke a notification of the present invention. 
           [0034]      FIG. 15  illustrates a sample notification generator user interface screen for selecting specific questionnaire date that will invoke a notification of the present invention with data. 
           [0035]      FIG. 16  illustrates a flow chart of the use of the present invention. 
           [0036]      FIG. 17  illustrates a flow chart of the notification process of the present invention. 
           [0037]      FIG. 18  illustrates a flow chart of the survey creation process of the present invention. 
           [0038]      FIG. 19  illustrates a flow chart of the survey filter creation process of the present invention. 
           [0039]      FIG. 20  illustrates a schematic diagram of a computer system of the present invention. 
           [0040]      FIG. 21  illustrates a schematic diagram of a network system of the present invention. 
           [0041]      FIG. 22  illustrates a sample data export user interface screen of the present invention. 
           [0042]      FIG. 23  illustrates a flow chart of the data collection process with cross-question and deviation from the mean alerts. 
           [0043]      FIG. 24  illustrates a schematic view of the server and data storage sectionalized for inter-company sharing. 
           [0044]      FIG. 25  illustrates a flow chart of data access by customers. 
       
    
    
     DETAILED DESCRIPTION 
       [0045]    Reference will now be made in detail to the presently preferred embodiments of the invention, examples of which are illustrated in the accompanying drawings. Throughout the following detailed description, the same reference numerals refer to the same elements in all figures. 
         [0046]    Referring to  FIG. 1 , an elevational view of a system of the present invention is shown. Although the present invention works in many situations (e.g., locations of service), improving the operation of almost any service, it is best to describe the present invention&#39;s operation with respect to a specific use, for example in a doctor&#39;s office. A doctor&#39;s office  8  is shown in  FIG. 1 . On the counter is a computer display with a touch screen  24  for presenting surveys and receiving responses from a patient. Although shown on a counter, the display with touch screen  24  is positioned in other locations within the doctor&#39;s office  8  in alternate embodiments. It is best to position the display with touch screen  24  in a location where the patient will see it after they receive the service and where the patient will feel they can candidly answer the survey without staff watching. Although shown as a display with touch screen  24 , any type of display/data input device is anticipated including PDAs, terminals with keyboards and/or mice, cell phones and the like. It is preferred to obtain feedback at the display with touch screen  24  shortly after the patient receives the service while details of their activities are still fresh in their minds. 
         [0047]    Referring to  FIG. 2 , a schematic view of a system of the present invention is shown. Although many network layouts are possible, it is preferred to network the survey terminals or personal computers  24  to a server  20 . In some embodiments, the survey terminals  24  are networked to the survey server  20  through the Internet  10 . The survey server  20  has a database for storing survey data and questions (e.g., surveys)  32 . In the preferred embodiment, remote access at a personal computer  37  is provided to the survey server  20  either through the Internet  10 , through a direct connection (not shown) or on a local area network (not shown). The remote access personal computer  37  is used, for example, to create and modify surveys, to manage the survey process and to read/print survey results. 
         [0048]    Referring to  FIG. 3 , a schematic view of a system of the present invention is shown. The survey server  20  has a database for storing survey data and questions (e.g., surveys)  32 . One or more survey terminals  24  are connected to the survey server  20  through a direct connection, through a local area network or through a wide area network such as the Internet  10 . Although the survey terminals  20  are any terminal or personal computer, a touch screen device is preferred. It is envisioned that the survey terminal(s)  20  will be located in a lobby or lounge area where they are readily accessible to those who are candidates for providing feedback through surveys. 
         [0049]    In the preferred embodiment, remote access at a personal computer  37  is provided to the survey server  20  either through the Internet  10  (see  FIG. 2 ), through a direct connection (not shown) or on a local area network (not shown). The remote access personal computer  37  is used, for example, to create and modify surveys, to manage the survey process and to read/print survey results. 
         [0050]    As will be described, when certain answers to a given survey are captured, a notification signal is activated. This notification signal is, for example, in response to an answer to one or more questions that indicate the respondent is very unhappy with the service they just received. The notification signal is processed, as will be described, resulting in a near real-time notification to one or more users of the survey system  20 . As will be described, each member indicates to the survey system their preferred method of notification (e.g., email, text message, voice message, page) and the address of their device (e.g., phone number, pager number, email address). In response to the notification signal, the survey system  20  determines which member(s) need to receive notification and sends a notification by the predetermined method for each of the member(s). 
         [0051]    If the user is configured to receive notices by email, the notification is sent through the Internet  10  (or local area network) to the user&#39;s personal computer  17  or other email device as known in the industry. If the user is configured to receive notices by pager, the notification is sent through the Internet  10  through the paging network  60  to the user&#39;s pager  15  as known in the industry. If the user is configured to receive notices by text message, the text message notification is sent through the Internet  10  through the cellular network  50  to the user&#39;s cell phone  13  as known in the industry. If the user is configured to receive notices by voice message, the notification message is converted to speech as known in the industry and is sent through the Internet  10  through the cellular network  50  to the user&#39;s cell phone  13  as known in the industry (voice over Internet Protocol). It is envisioned that other methods of notification as known in the industry work equally as well and are included here within. For example, the notification message is converted into an audio file and a phone connection is made between the survey system  10  and any telephone and, on connection to the telephone, the audio file is played. 
         [0052]    Referring to  FIG. 4 , a sample user interface screen of the present invention is shown. This is a sample user interface screen  70  presented on a touch screen inviting the customer (patient) to respond to the survey. The customer (patient) touches the screen in the area of the “Start” button icon  72  to proceed with the survey. 
         [0053]    Referring to  FIG. 5 , a second sample user interface screen of the present invention is shown. This user interface screen  80  is a sample of a question that has four multiple choices  82 . The customer (patient) selects one choice by touching that choice then touches the “Continue” button icon  84  to proceed to the next question (or finish the survey). 
         [0054]    Referring to  FIG. 6 , a sample user account interface screen of the present invention is shown. In this typical user interface  100 , the new user enters, for example, their name (first and last), email address, confirmation of email address, password, confirmation of password, phone number, cell phone number and pager number. The same or similar user interface is presented when the member needs to change/update any of their personal information. The bottom of this user interface  100  has four radio buttons  102  (circles that darken when selected) for the preferred method of contact (phone, cell, pager or email). The member selects one or more of these radio buttons  102 , thereby a darkened circle indicates the member will receive notifications of events by the means associated with the darkened button. To restore the radio button  102  to its original non-selected state, it is selected again. Many user interface paradigms are known in the industry for obtaining user information and the example shown is just one possible user interface. All known user interfaces for obtaining user data and preferences are included in the present invention. 
         [0055]    Referring to  FIG. 7 , a sample user account interface screen of the present invention with data is shown. In this typical user interface  104 , the new user entered their name (R. Smith), email address (rsmith@xyz.com), confirmation of email address (rsmith@xyz.com), password (not visible ********), confirmation of password (not visible), phone number (800-555-1212), cell phone number (888-555-1212) and pager number (33033033). The four radio buttons  106  at the bottom of this user interface  104  show that the user (R. Smith) has selected to receive notifications by text message (circle for “Text Message” darkened). This member will receive notifications of events by text message when a survey question is answered according to set filters. Many user interface paradigms are known in the industry for obtaining user information and the example shown is just one possible user interface. All known user interfaces for obtaining user data and preferences are included in the present invention. 
         [0056]    Referring to  FIG. 8 , a sample survey question creation user interface screen of the present invention is shown. In order for the survey system  20  to be useful in any sized organization, it must be easy to create and modify surveys. The survey question creation tool presents a survey question creation screen  120 , allowing the user/administrator to create survey questions one at a time. In this exemplary user interface, the survey question creation screen  120  has a field for the name of the survey  122 , the survey question  126 , a comment regarding the question  128 , a report name  130 , the question type  133  (e.g., single selection answer, free-format, etc.), the number of answers  135  and the answers  136 . There are many ways to specify the answers. For example, selecting the number of answers of 4 using the pull down selector  135  results in a screen requesting answer 1 in the input field  137 . After selecting the “Add” button icon  138 , a screen requesting answer 2 in the input field  137  is displayed, and so forth. For fields with limited space, characters left boxes  124 / 127 / 129 / 131 / 139  are provided to indicate how many more characters are allowable in their associated fields  122 / 126 / 128 / 130 / 137 . 
         [0057]    Referring to  FIG. 9 , a sample survey question creation user interface screen of the present invention with data is shown. In this exemplary user interface  220 , the user has entered “Wait Time” in the name of the survey  222  and “Please Tell us About Your Wait Time” in the survey question  226 . No comments were entered regarding the question  228 . A report name  230  is “Wait Time.” The question type  232  is single selection answer  233  and the number of answers  234  is set to one  235 . The first answer  236  is set to “Very Good”  137 . Note how the characters left boxes  224 / 227 / 229 / 231 / 239  have been updated to indicate how many more characters are allowable in their associated fields  222 / 226 / 228 / 230 / 237 . 
         [0058]    Referring to  FIG. 10 , a sample report generator user interface screen for controlling the presentation of data of the present invention is shown. The report generator permits the user to specify how the results of each survey questionnaire are displayed in the report. The user is allowed to filter the data (e.g., use results from surveys where female is selected in the question of gender), select a date range (when the survey was completed), display the results in specific formats (e.g., pie charts, bar graphs, etc.) and select survey data from a particular survey terminal. 
         [0059]    In the report generator chart type user interface  250 , the user is shown the question  252  and selects the display type from, for example, a pull-down list  256  of possible display options. In some embodiment, a sample of the display  254  is shown for help purposes. Once finished selecting the chart type, the user selects the “Apply” button icon  258  to accept the chart type and proceed. 
         [0060]    Referring to  FIG. 11 , a sample report generator user interface screen for selecting data from a specific terminal or location of service of the present invention is shown. This exemplary user interface  260  provides a facility for the user/administrator to select one or more survey terminals  24  from which data will be analyzed. The user/administrator is shown the survey question  252  and locations of individual survey terminals  264 / 266 . In this example, the location of service at the Acme Front Desk survey terminal  264  is highlighted (selected) and the Waiting Room survey terminal  266  is not selected. Therefore, the reports generated will contain data from the Acme Front Desk survey terminal  264  (location of service) and will not contain data from the Waiting Room survey terminal  266 . Once selections are made, the “Apply” button icon  268  is selected. Other user interface methods of selecting specific input terminals are anticipated as known in the industry such as radio buttons, pull-down lists, etc. 
         [0061]    Referring to  FIG. 12 , a sample report generator user interface screen for selecting data from a date range of the present invention is shown. This exemplary user interface  270  provides a facility for the user/administrator to select a range of dates on which to report. The user/administrator is shown the survey question  252  and one or more sets of date range fields  274 / 276  to specify a range of dates on which to report. In the example shown, the reports will reflect surveys completed between (from) Apr. 4, 2002  274  and (to) Apr. 4, 2005  276 . Note, in some embodiments, multiple date range fields  274 / 276  are provided. This allows the user/administrator to specify multiple ranges such as Jan. 1, 2007 to Jan. 31, 2007 and Jun. 1, 2007 to Jun. 31, 2007. Once selections are made, the “Apply” button icon  278  is selected. Other user interface methods of selecting specific input terminals are anticipated as known in the industry such as free-text fields, calendars, etc. 
         [0062]    Referring to  FIG. 13 , a sample report generator user interface screen for selecting data with specific attributes of the present invention is shown. This exemplary user interface  280  provides a facility for the user/administrator to select survey responses with specific data in specific fields. The user/administrator is shown the survey question  252 . In this example, a first filter is enabled by checking the box  284  at its left. Then the answer field  289  is set to the answer of interest, for example, “Gender” and the compare operator  285  is set as desired (equal) and the value field  287  is set to the value desired, for example, “Female.” In this example, the survey report will contain responses from everybody who completed the survey indicating they were female. If more than one filter is enabled, the filters are connected by Boolean operators  286  allowing the user/administrator to generate filters that are more complicated such as “all respondents that are female and all respondents that are over 50 years old” and “all respondents that are between 20 and 30 years old and all respondents that are over 60 years old.” Once finished creating the filter, the user/administrator selects the “Apply” button/icon to enable the filter. Other user interface methods of selecting filters are anticipated as known in the industry such as free-text filters, other operators (less than, greater than), etc. 
         [0063]    Referring to  FIG. 14 , a sample notification generator user interface screen for selecting specific questionnaire date that will invoke a notification of the present invention is shown. The notify user interface  290  has the survey question  252  and one or more (three in this example) possible notify scenarios. Each scenario is enabled by a check box  291  and, as in the filter of  FIG. 13 , has a target field  292 , a comparison operator  293  and a value field  294 . With this, the user/administrator is provided a mechanism to specify specific answers values that will trigger a notification event. Having such a tool, a manager (doctor, etc.) is able to immediately investigate what is happening and able to correct the situation before other customers (patients) are affected and/or is able to approach the disgruntled customer (patient) to try and appease the situation. For example, if the user/administrator creates a notify alarm for the question “tell us about your wait time,” and specifies doctor Smith  292  wants to receive notification if the respondent&#39;s wait time is equal to “unacceptable.” 
         [0064]    Referring to  FIG. 15 , a sample notification generator user interface screen for selecting specific questionnaire date that will invoke a notification of the present invention with data is shown. The notify user interface  290  has the survey question  252  and one or more (three in this example) possible notify scenarios. Each scenario is enabled by a check box  291  and, as in the filter of  FIG. 13 , has a target field  292 , a comparison operator  293  and a value field  294 . With this, the user/administrator is provided a mechanism to specify specific answers values that will trigger a notification event. In this example, the answer field is a numeric response (e.g., minutes of wait time). The user/administrator creates a notify alarm to notify Doctor Smith  292  if any respondents indicate a wait time greater than  293  15 minutes  294 . In this example, Doctor Smith will receive near real-time notification(s) by the method selected (e.g., text message) each time a respondent enters a number greater than 15 minutes in the wait time field. Having such a tool, a manager (doctor, etc.) is able to immediately investigate what is happening and able to correct the situation before other customers (patients) are affected and/or is able to approach the disgruntled customer (patient) to try and appease the situation. 
         [0065]    Referring to  FIG. 16 , a flow chart of the use of the present invention is shown. The process begins when a customer (or patient) visits an establishment and receives a service or product  300 . For example, a patient visits a doctor&#39;s office and receives care. After receiving such service, the customer (patient) finds an easy-to-use survey terminal at a location where they would be comfortable to use such a device, for example, at the reception station, etc. The customer accesses the survey terminal  302 . A first question is presented  304 . The customer responds to the first question  306 . If the customer&#39;s response indicates a very negative situation and the question was preprogrammed with a notify action, the response requires a notify event  308 . The address of the notification target is retrieved  310  and the notification is sent  312  as described previously. If more questions remain,  314 , the next question is presented  316  and the process continues until no more questions remain  314 . 
         [0066]    Referring to  FIG. 17 , a flow chart of the notification process of the present invention is shown. In this exemplary method of notifying a user of an unhappy respondent, the user&#39;s profile is consulted  320  to determine how the user is to be sent an alert message. It is assumed that the user has previously administered their profile with specifics regarding the method of transmitting the alert message. In this example, the data in the user&#39;s profile indicates whether the user desires email notification  322 , text message notification  324 , voice message notification  326  or a page notification  328 . If the user desires email notification  322 , the member is notified (sent an alert) by an email message  323  sent from the survey server  20 , through the Internet  10  to the user&#39;s personal computer  17 . If the user desires text message notification  324 , the user is notified (sent an alert) by a text message sent  325  from the survey server  20 , optionally through the Internet and through the cellular network  50  to the user&#39;s cell phone  13 . If the user desires voice message notification  326 , the user is notified (sent an alert) by a voice message sent  327  from the survey server  20 , optionally through the Internet and through the cellular network  50  or plain old telephone network (not shown) to the user&#39;s phone or cell phone  13 . In some embodiments, the voice message is pre-recorded while in other embodiments, the text message is created using text-to-speech or other methods known in the industry. If the user desires a page notification  328 , the user is notified by a page sent  329  from the survey server  20 , optionally through the Internet and through the paging network  55  to the user&#39;s pager  15 . 
         [0067]    Referring to  FIG. 18 , a flow chart of the survey creation process of the present invention is shown. To create a new survey, the user/administrator provides a survey title  340 , then for each survey question desired, the user provides a survey question title  342 , the survey question text  344  and the survey answer type  346  (e.g., multiple choice). Then, if needed, the user provides text for each of the possible answers  348 / 349 . When all of the answers are entered  348 , it is determined if more questions are needed  350  and if so, the above steps are repeated to obtain each additional question and possible answers. Otherwise, if not more questions are needed  350 , the process is done. 
         [0068]    Referring to  FIG. 19 , a flow chart of the survey filter creation process of the present invention is shown. The user or administrator enters the title of the survey  360 . If the user/administrator desires to filter by the location of the survey terminal  362 , they specify the location(s) of the survey terminals  364 . If the user/administrator desires to filter by a date range  366 , they specify the date range desired  368 . If the user/administrator desires to filter by content data  370 , they specify the content data  372 . If the user/administrator desires to create notification criteria  374 , they specify the notification criteria  376 . It is possible for the user/administrator to create Boolean notification criteria such as “(gender equals male and wait time greater than 10 minutes) or (gender equals female and wait time greater than 12 minutes).” 
         [0069]    Referring to  FIG. 20 , a schematic diagram of a computer system of the present invention is shown. Although shown in its simplest form, having a single processor, many different computer architectures are known that accomplish similar results in a similar fashion and the present invention is not limited in any way to any particular computer system. The present invention works well utilizing a single processor system as shown in  FIG. 20 , a multiple processor system where multiple processors share resources such as memory and storage, a multiple server system where several independent servers operate in parallel (perhaps having shared access to the data or any combination). In this example, a processor  410  is provided to execute stored programs that are generally stored for execution within a memory  420 . The processor  410  can be any processor or a group of processors, for example an Intel Pentium-4® CPU or the like. The memory  420  is connected to the processor by a memory bus  415  and can be any memory suitable for connection with the selected processor  410 , such as SRAM, DRAM, SDRAM, RDRAM, DDR, DDR-2, etc. Firmware is stored in firmware storage  425  that is also connected to the processor  410  through the memory bus  415  and may include initialization software known as BIOS. This initialization software usually operates when power is applied to the system or when the system is reset. 
         [0070]    Also connected to the processor  410  is a system bus  430  for connecting to peripheral subsystems such as a network interface  480 , a hard disk  440 , a CDROM  450 , a graphics adapter  460  and a keyboard/mouse  470 . The graphics adapter  460  receives commands and display information from the system bus  430  and generates a display image that is displayed on the display  465 . 
         [0071]    In general, the hard disk  440  may be used to store programs, executable code and data persistently, while the CDROM  250  may be used to load said programs, executable code and data from removable media onto the hard disk  440 . These peripherals are meant to be examples of input/output devices, persistent storage and removable media storage. Other examples of persistent storage include core memory, FRAM, flash memory, etc. Other examples of removable media storage include CDRW, DVD, DVD writeable, compact flash, other removable flash media, floppy disk, ZIP®, etc. In some embodiments, other devices are connected to the system through the system bus  430  or with other input-output connections. Examples of these devices include printers; graphics tablets; joysticks; and communications adapters such as modems and Ethernet adapters. 
         [0072]    The network interface  480  connects the computer-based system to a local area network  482 . In some embodiments, the local area network  482  interfaces with a modem  484  such as a cable modem or a Digital Subscriber Loop (DSL) modem for accessing the Internet  10  through a data connection  485  (e.g., cable or phone line). The network  480  permits communication between survey terminals  24 , survey servers  20  and administrative personal computers  17 / 37  and in some embodiments permits communications with the Internet  10  for remote access. In some embodiments, the local area network  482  is a wireless local area network such as Bluetooth and WiFi (e.g., 802.11). 
         [0073]    Referring to  FIG. 21 , a schematic diagram of an exemplary network system of the present invention is shown. In this exemplary network topology, the server  20  has a database of survey questions and data  32 . The server is connected to a local area network  482 , for example a wireless LAN or an Ethernet LAN. One or more survey terminals (personal computers)  24  are connected to the survey server  20  through the local area network  482  and communicate with the survey server  20  for obtaining current surveys and transmitting survey results back to the survey server  20 . In some embodiments, one or more user/administrator personal computers  17  are also networked to the survey server  20  through the local area network  482 . In some embodiments, the one or more user/administrator personal computers  17  are networked to the survey server  20  through the Internet  10  through a network connection  485  and a modem  484  (e.g., cable modem or DSL modem). In some embodiments, as shown, the modem  484  is directly connected to the survey server  20 . In alternate embodiments, the modem  484  is connected to the server through the local area network  482  as shown in  FIG. 20 . 
         [0074]    Referring to  FIG. 22 , a sample data export user interface screen of the present invention is shown. In this exemplary user interface  380 , features are provided to permit the user to select an output file format  384  and a filter of the type of output to export  386 . The user selects an output format  384  such as an Excel Spreadsheet as selected by the radio button and what parts of the report to export  386 , such as all questions from all respondents as selected by this radio button. If the user selects a specific respondent or a specific question  386 , the user enters an identification of the respondent or question into the provided blank(s)  386 . The user specifies an output file name  388  or browses  390  to find an existing output file or directory. Once this is complete, the user selects the export icon  392  to export the desired data to the specified output file. 
         [0075]    Referring to  FIG. 23 , a flow chart of the notification process of the present invention is shown. In this exemplary method, a user is notified when a response is out of expectation or a response that deviates from the mean response of other respondents by a pre-determined value. The process begins when a customer (or patient) visits an establishment and receives a service or product  500 . For example, a patient visits a doctor&#39;s office and receives care. After receiving such service, the customer (patient) finds an easy-to-use survey terminal at a location where they would be comfortable to use such a device, for example, at the reception station, etc. The customer accesses the survey terminal  502 . A first question is presented  504 . The customer responds to the first question  506 . The response is accumulated with prior responses into a statistical dataset  32 B (see  FIG. 24 ) and a statistical value is determined (e.g. a mean value)  507 . As shown in  FIG. 24 , the accumulated data  32  includes shared statistics  32 B for certain questions. It is anticipated that the shared statistics  32 B do not divulge which companies/divisions lead or lag with regards to a given question, but the shared statistics  32 B provide a benchmark by which an individual entity such as a company, a firm or a division of a company is able to determine how that individual company, firm or division of a company is performing (with respect to individual questions) compared to other companies, firms or division of the same company. For example, it is anticipated that shared statistics  32 B be generated for questions related to subjects such as average wait time, satisfaction with insurance coverage, overall satisfaction with front office, overall satisfaction with medical staff, overall satisfaction with billing, staff friendliness, and so on. 
         [0076]    If the customer&#39;s response indicates a very negative situation and the question was preprogrammed with a notify action or if the calculated statistic (e.g. mean) deviates by more than a predetermined value from the prior respondents&#39; responses, the response requires a notify event  508 . The address of the notification target is retrieved  510  and the notification is sent  512  as described previously. If more questions remain,  514 , the next question is presented  516  and the process continues until no more questions remain  514 . In some embodiments, multiple questions are linked to determine when a user (e.g. doctor, administrator) is notified. For example, if a first question asks for appropriate wait time and a later question asks for the patient&#39;s estimated wait time, then a notification is sent when the patient&#39;s estimated wait time significantly exceeds the patient&#39;s expected wait time. An example of this is when a patient expects to wait from 0 to 15 minutes and reports that they waited 45 minutes. 
         [0077]    Referring to  FIG. 24 , a schematic view of the server and data storage sectionalized for inter-company sharing is shown. This shows one example of data storage  32  that is accessible by the server  20 . Any format and distribution of such storage  32  is anticipated across any number of physical or logical storage devices. The data storage  32  is, in this example, segregated into private data  32 A, shared statistical data  32 B and shared data  32 C. The private data  32 A is data which is not shared between companies, firms or divisions within a firm. For example, if an answer to a survey question identifies an individual within a first company, such an answer has no relevance to a different company and may reveal sensitive or proprietary information such as names of doctors, nurses, etc. Many companies hold their organization charts as confidential. Shared data  32 C is data which is openly shared between companies. For example, a question regarding the importance of a yearly mammogram is not proprietary to any one company and all companies benefit from a larger pool of responses. Shared statistical data  32 B is a set of averages, means, ranges, etc. to survey questions that are common across two or more companies, firms, divisions, etc. For example, if several firms have a survey question such as, “how long did you wait before seeing a doctor,” then a shared statistic for such a question is appropriate such as, “on average, over the last 30 days, the mean wait time at all monitored facilities was X minutes.” In this way, one facility is capable of determining whether they are leading or lagging the other facilities, etc. 
         [0078]    Referring to  FIG. 25 , a flow chart of a method of accessing data by a customer is shown. In this exemplary method of accessing data, the customer requests data by accessing a web service  600  and then selecting which data is of interest  602 . The data is formatted and presented to the customer  604 . To preserve anonymity, data is provided for a set of facilities such as multiple hospitals in a geographic region (e.g. all member hospitals within the city limit or all clinics in a chain of clinics). Since data is captured in real time as, for example, patients exit the facility, the customer requesting data receives up-to-date information and can make real time decisions, for example, whether wait times are too long, etc. 
         [0079]    Equivalent elements can be substituted for the ones set forth above such that they perform in substantially the same manner in substantially the same way for achieving substantially the same result. 
         [0080]    It is believed that the system and method of the present invention and many of its attendant advantages will be understood by the foregoing description. It is also believed that it will be apparent that various changes may be made in the form, construction and arrangement of the components thereof without departing from the scope and spirit of the invention or without sacrificing all of its material advantages. The form herein before described being merely exemplary and explanatory embodiment thereof. It is the intention of the following claims to encompass and include such changes.