Context-Based Feedback System and Method

A computer-implemented interactive system, methods, and platform are herein disclosed to allow for the aggregation of context based feedback data according to a selected feedback context model. In an illustrative implementation, the computer-implemented interactive system/platform comprises an exemplary server computer environment, an instruction set comprising one or more instructions to request from the one or more other computing environments feedback data (e.g., such requests being made on a temporal basis according to one or more feedback context models), and a data store. The platform may be used to aggregate feedback data for various feedback sponsors/requestors, by way of example, as a user/customer is experiencing a product/service, in real time. The frequency, timing, and trigger for feedback data requests from users, illustratively, can be tailored by the one or more instructions of the one or more feedback context models that take into account a baseline use/experience of given product/service.

FIELD OF THE INVENTION

The present invention relates to a context-based feedback platform and, more specifically, to a system and method for soliciting context-based feedback from a user of a product or service.

BACKGROUND OF THE INVENTION

There exist various systems and platforms that allow users to provide informed opinions regarding products and services. From the simple, such as online surveys, to rating sections found on popular e-commerce websites, such as Amazon.com and eBay, to social networking opinion websites providing consumer experience journal entries/ratings/opinions on a variety of topics including restaurants, entertainment, product review, professional services, etc., the ability to electronically aggregate, manage, and communicate opinion data as well as the pervasive utility and popularity of electronic opinion data channels has resulted in a muddled, noisy, and often confusing opinion/feedback data sphere. The volume of presently available opinion/feedback data in the data sphere (e.g., websites and mobile apps) generally renders it less meaningful to its reader and, more importantly, its sponsor/requestor.

Typically, current feedback platforms (e.g., stand-alone and/or integrated as part of a larger website/app) operate using survey type questions, rating scales, and/or comment boxes which are presented to and requested from a user generally within a prolonged period of time (e.g., one to seven days) after the user has purchased a product or service. Empirically, it has been shown that the quality of the feedback data decays exponentially with increasing time from the point of purchase/experience of a product/service. As such, with current deployments of feedback platforms, the quality of the data is compromised to the detriment of the reader, and, again, more importantly, the feedback data sponsor/requestor.

Another non-optimal and dilutive feature of current feedback systems is the manner in which collected feedback data is presented. In most instances, outside of a focused market research type study/survey, current feedback platforms aggregate and present feedback data as part of a community based data broadcast in which a feedback data contributor seeks to present his/her feedback as part of a community forum (e.g., Yelp.com), social network (e.g., Facebook.com), and/or open/closed broadcast service (e.g., Twitter). This broadcast context promotes feedback data that has been shown to be of less quality (or genuine) given principles of community dynamics (e.g., need to be considered important, contrary, etc.). Furthermore, current platforms request users to enter “reviews” of products and/or services which have been shown to contain a higher level of false information and negative feedback.

Additionally, current feedback platforms do not provide effective presentation and navigation of aggregated feedback data for the benefit of feedback data sponsors/requestors.

From the foregoing, it is appreciated that there exists a need for systems and methods that are aimed to ameliorate the shortcomings of existing feedback platforms.

SUMMARY OF THE INVENTION

A computer-implemented interactive system, method, and platform are herein disclosed to allow for context-based communication of feedback data by users to a feedback sponsor/requestor according to a selected temporal/location/demographic trigger based feedback data collection/aggregation model (feedback context model). In an illustrative implementation, the computer-implemented interactive system/platform comprises an exemplary server computing environment illustratively operable to receive and transmit data from one or more other computer environments, an instruction set comprising one or more instructions to request from the one or more other computing environments feedback data (e.g., such requests being made on a temporal basis according to one or more feedback context models), and a data store operable to store, in real time, aggregated feedback data, and/or one or more feedback data reporting templates. In an example embodiment, the disclosed system, methods, and platform may be used to aggregate feedback data for various feedback sponsors/requestors, by way of example, as a user/customer is experiencing a product/service, in real time. The frequency, timing, and trigger for feedback data requests from users, illustratively, can be tailored by the one or more instructions of the one or more feedback context models that take into account a baseline use/experience of given product/service.

In an illustrative operation, the exemplary server computing environment executes one or more instructions comprising one or more requests from the one or more other computing environments feedback data, such requests being made on a temporal basis according to one or more feedback context models. In the illustrative operation, feedback data is operably received by the exemplary server computing environment and is processed according to a selected feedback data reporting template. The processed data may be made available to the feedback sponsor/requester in a tactical dashboard, which comprises the feedback data and personal information linking the feedback data to the user who provided the feedback data, and also in a strategic dashboard, which comprises aggregated, depersonalized feedback data from a plurality of sponsors/requesters. The dashboards are available for subsequent communication to and display on one or more computing environments of the sponsor/requester.

This Summary of the Invention section is provided to introduce a selection of concepts in a simplified form that are further described below in the Detailed Description of the Invention. This Summary of the Invention section is not intended to identify key features or essential features of the claimed subject matter, nor is it intended to be used to limit the scope of the claimed subject matter. Other features of the herein described systems and methods are further described below.

DETAILED DESCRIPTION OF THE INVENTION

Reference to the drawings illustrating various views of exemplary embodiments of the present invention is now made. In the drawings and the description of the drawings herein, certain terminology is used for convenience only and is not to be taken as limiting the embodiments of the present invention. Furthermore, in the drawings and the description below, like numerals indicate like elements throughout.

FIG. 1depicts an exemplary computing system, generally designated as100, in accordance with an exemplary embodiment of the present invention. The computing system100is capable of executing at least one computing application180. The computing application180can comprise a software application, an applet, a virtual machine that interprets a software script, a browser that renders web pages, or any other software instruction set that may be executed or interpreted by the computing system100to perform at least one function, operation, and/or procedure.

In an exemplary embodiment, the computing system100is controlled primarily by computer-readable and computer-executable software instructions. The computer-readable and computer-executable software instructions may include instructions for the computing system100to store and access the computer-readable and computer-executable software instructions themselves. Such software instructions may be executed within a central processing unit (CPU)110of the computing system100to cause the computing system100to perform the functions described herein. In an exemplary embodiment, the CPU110is a microprocessor.

In another exemplary embodiment, the computing system100further includes a coprocessor115, which is an optional processor, distinct from the main CPU110. The coprocessor115performs additional functions or assists the CPU110. The CPU110may be connected to co-processor115through an interconnect112. The coprocessor115may be a floating-point coprocessor, also called a numeric or math coprocessor, which is designed to perform numeric calculations faster and better than the general-purpose CPU110.

In operation, the CPU110fetches, decodes, and executes software instructions or, in relevant alternative embodiments, fetches and interprets software scripts. The CPU110transfers information to and from other resources via the computing system110's main data-transfer path, a system bus105. The system bus105connects the components in the computing system100and defines the medium for data exchange.

The computing system100further includes one or more memory devices, which are coupled to the system bus105, and a memory controller120. The memory devices include random access memory (RAM)125and read only memory (ROM)130. Such memories125,130include circuitry that allows information to be stored and retrieved. The ROMs130generally contain stored data that cannot be modified. Data stored in the RAM125can be read or changed by the CPU110or other hardware devices. Access to the RAM125and/or ROM130may be controlled by the memory controller120. The memory controller120may provide an address translation function that translates virtual addresses into physical addresses as instructions are executed. The computing system100further includes a data store122for storing data persistently.

The computing system100may further include a peripherals controller135responsible for communicating instructions from the CPU110to peripherals, such as, a printer140, a keyboard145, a mouse150, and a data storage drive155. The computing system further includes a display165, a display controller163for controlling the display165, and a network adaptor170. The display165displays visual output generated by the computing system100. Such visual output may include text, audio, graphics, animated graphics, and video. The display controller163includes electronic components required to generate a video signal that is sent to the display165. The network adaptor170may be used to connect the computing system100to an external communication network.

The computing system100can be deployed as part of a networked computing system comprising a server computing system and one or more client computing systems. In such a networked computing system, the server computing system may be embodied as one or more computing systems100, and each of the one or more client computing systems may each be embodied as one or more computing systems100.

Referring now toFIG. 2, there is illustrated an exemplary networked computing system200, comprising one or more server computing systems220in communication with a plurality of client computing systems (referred to hereinafter also as “client computers”)210A through210G, in accordance with an exemplary embodiment of the present invention. Each of the one or more server computing systems220may be embodied as a separate computing system100. Each of the client computing systems210A through210G may be embodied as one or more computing systems100.

When comprising more than one server computing system220, the server computing systems220form a server cloud for providing services to the one or more client computing systems210A through210G. When any of the client computing systems210A through210G is embodied as one or more computing systems100, it forms a cloud for receiving services from the server computing system(s)220and providing services to its user. The server computing system(s)220may be interconnected via a communications network230(which may comprise a combination of a fixed-wire or wireless LAN, WAN, intranet, extranet, peer-to-peer network, virtual private network, the Internet, or other communications networks) with the plurality of client computing systems210A through210G.

In a network environment in which the communications network230is the Internet, for example, the server computing system(s)220may be operable to communicate data to and from the client computing systems210A through210G via any of a number of known protocols, such as, hypertext transfer protocol (HTTP), file transfer protocol (FTP), simple object access protocol (SOAP), or wireless application protocol (W AP). Additionally, the networked computing system200can utilize various data security protocols such as secured socket layer (SSL), pretty good privacy (PGP), TSL, IPSec to accommodate data security and privacy standards such as HIPAA and/or PCI. Each client computing system210A through210G may be equipped with an operating system or other machine instructions operable to support one or more computing applications or communication modalities (e.g., voice, text, e-mail, etc.), such as a web browser, or other graphical user interface, or a mobile desktop environment to gain access to services provided by the server computing system(s)220.

FIG. 2illustrates various exemplary embodiments of the client computing systems210A through210G. InFIG. 2, the client computing system210A is tablet personal computer; the client computing system210B is a mobile telephone; the client computing system210C is a smartphone watch (and/or personal data tracking device—e.g., FitBit); the client computing system210D is a telephone; the client computing system210E is a smart mobile phone (also referred to herein as a “smart phone”); the client computing system210F is a personal computer; and the client computing system210G is a cloud computer system comprising any of the foregoing devices. It is to be understood that the client computer systems210A through210G are not limited to the embodiments illustrated inFIG. 2and described herein. Rather, they may comprise any combination of a tablet personal computer, a mobile telephone, a smart phone, a telephone, a personal computer, a smart phone watch, a cloud computer system, or any other computing/data communication device capable of connecting to the Internet either directly or indirectly in combination with another device (e.g., Bluetooth, RFID, NFC). Furthermore it is to be understood that the networked computing system200is not limited to the number of client computing system210A through210G illustrated inFIG. 2. Rather, any number of client computing systems210A through210G is contemplated for use in the system200.

In operation of the system200, a user may interact with a computing application180running on a computing environment of any of the client computer systems210A through210G to input or obtain desired data. The computing application180may be stored on a computing environment of the server computer system220and made available by the server computer system220through the client computer systems210A through210G over the communications network230, e.g., the computing application180may be a web application accessed in a web browser, or it may be software downloadable to the client computer systems210A through210G and executed independently from a web browser, e.g., the computing application180may be an app. In the exemplary embodiment of the client computer system210D illustrated inFIG. 2, the client computer system210D is a telephone which is incapable of running a software application180. Such device provides a user access to voice recognition software running on the server computing system(s)220to input or obtain desired data.

A user may request access to specific data and applications housed in whole or in part in a server computing environment provided by the server computing system(s) (server cloud)220. These data may be communicated between client computing environments running on the client computing systems210A through210G and the server computing environment for processing and storage. The server computing environment may host computing applications, processes, scripts, and applets for the generation, authentication, encryption, and communication of data and applications and may cooperate with other server computing environments (not shown), third party service providers (not shown), network attached storage (NAS) and storage area networks (SAN) to realize application/data transactions.

In an exemplary embodiment, the client computing environments access the data and user interface through web browsers running on the client computing systems210A through210G. In another exemplary embodiment, the client computing environments access the data and user interface through apps running on the client computing systems210A through210G independently of web browsers.

Referring now toFIG. 3, there is illustrated a feedback data environment, generally designated as300, in accordance with an exemplary embodiment of the present invention. The feedback data environment300comprises a server computing environment320, the communications network(s)230, and client computing environments310A through310G. The server computing environment320is a software environment that is executed on the server computing system(s)220, and the client computing environments310A through310G are software environments that are executed, respectively, on the client computing systems210A through210G.

The client computing environments310A through310G are operable to receive input from respective users or operators of the client computing systems210A through210G and to transmit a portion or all of the input to the server computing environment320. The client computing environments310A through310G are also operable to display information, such as information provided by the server environment320in response to the input transmitted to it. The input comprises real time feedback requests and/or feedback data315A through315G, received respectively by the client computing environments310A through310G from respective users or operators. The information displayed by the client computing environments310A through310G may comprise the feedback data315A through315G previously inputted.

For discussion purposes below, the client computing environments310A through310G are generally referred to as the “client computing environment310”; the real time feedback requests and/or feedback data315A through315G are generally referred to as the “real time feedback requests and/or feedback data315”; and the client computer systems210A through210G are generally referred to as the “client computer system210” or “client computer210.” It is to be understood that all references to the client computing environment310below apply to any of the client computing environments310A through310G; that all references to the real time feedback requests and/or feedback data315apply to any of the real time feedback requests and/or feedback data315A through315G; and that all references to the client computer system210apply to any of the client computer systems210A through210G.

During operation of the feedback data environment300, the client computing environment310transmits a request315to the server computing environment320via the communications network(s)230to begin a context-based feedback process, in accordance with an exemplary embodiment of the present invention. The server computing environment320receives the request315and begins executing a context-based feedback data management engine340to begin the context-based feedback process.

During execution of the context-based feedback data management engine340, the server computing environment320loads data representative of a feedback data context model selected from one or more feedback data context models330stored in the data store122based on the request315. Each feedback data context model330specifies an interface comprising one or more requests332soliciting feedback from the user or operator of the client computing environment310. The server computing environment320provides access to the interface of the selected context model330via the application180and transmits the request(s)332of the loaded feedback data context model330to the client computing environment310thereby.

In response to the request(s)332in the interface, the user or operator of the computing environment310inputs the feedback data315using via the client computing environment310. The client computing environment310transmits such data315over the communications network(s)230to the server computing environment320, which stores it in the data store122.

The loaded feedback data context model330comprises an exemplary timeline and/or one or more conditions, e.g., receipt of responsive feedback data315to a feedback data request332or metadata associated with the user or operator, e.g., the user's or operator's current location, the stage of a service currently being rendered to the user or operator, etc. Based on such feedback data315responsive to a first feedback data request332, the timeline and/or one or more conditions of the loaded feedback data context model330specifies a further request332to be transmitted by the server computing environment320to the computing environment310to solicit further feedback data315. In this way, the feedback requests332may be transmitted one-by-one to the client computing environment310to the client computing environment310.

The server computing environment320receives the feedback data315and stores it in the data store122as aggregated inputted feedback data360. The contextualized provision of further requests332by the server computing environment320and the receipt of feedback data315from the client computing environment310continues until no further unanswered requests332remain in the template of the loaded model330.

Each exemplary feedback data context model330comprises one or more conditions and/or timelines regarding the collection of feedback data315A through315G regarding a user's use of a product and/or a user's experience with a provided service. In an illustrative implementation, exemplary services covered by the feedback data context models330can include: a user's experience throughout the various steps of a given healthcare service (e.g., admission, consultation, in-office pre-procedure, in-office post-procedure, nursing, recovery, out-of-office post procedure, etc.), restaurant service (e.g., check in, waiting for the table, in-meal service, entertainment portion, etc.), travel service (e.g., luggage handling, check in, in travel service, transportation, etc.), hotel service (e.g., check in, cleanliness of the room, responsiveness of the hotel staff to service requests, etc.), and so on. The conditions and/or timelines in each exemplary feedback data context model330provide that they are context based one feedback request332provided by the server computing environment320may depend on the data315received in response to another feedback request332or one feedback request332may depend on metadata concerning the user, e.g., the user's location with a facility, stage of receiving a service, etc.

In the illustrative implementation, the context based feedback management engine340executing on the server computing environment320is operative to process the received inputted feedback data315according to the one or more platform aggregation and analysis engines to populate or update a dashboard350. The server computing environment320communicates the populated dashboard350or the updates to the dashboard350over the communications network(s)230to an authorized, requesting client computing environment310. In an exemplary embodiment, the server computing environment320stores the configurations, e.g., views, of the dashboard350in the data store122.

It is to be understood that the client computing environment310used by the user providing the feedback data315is not be the same as the client computing environment310requesting to view the dashboard350provided or updated by the server computing environment320. In fact, it is expected that such users are not the same. The user requesting access to the dashboard350in most cases will be associated with the entity that provided the good or service for which the other user, e.g., a customer of the entity, provided the feedback data input315.

Referring now toFIG. 4, there is illustrated a method, generally designated as400, of providing a context-base feedback service, in accordance with an exemplary embodiment of the present invention.FIG. 4is described with reference toFIG. 3.

The method400begins at a Step405and proceeds to a Step410in which the context based feedback data management engine340selects a feedback data context model from the one or more feedback data context models330and provides the interface (application180) of the selected feedback data context model330to a client computing environment310. From there, the method400proceeds to a Step415in which feedback data315is requested from a participating user operating a client computing environment310according to the selected one or more feedback data context models330. Consistent with the description above, the selected feedback data context models330may comprise one or more timelines/conditions that trigger the communication of the one or more feedback data requests332. By way of example, the selected feedback data context model330may comprise when data is requested from a participating user as a user uses a given product and/or experiences a particular service.

After the Step415, the method400proceeds to a Step420in which a check is performed to determine whether the server computing environment320has received feedback data315in response to the request332. If the server computing environment320determines that data has not been received, the method400reverts to the Step415and continues from there. However, if the server computing environment320determines in the Step420that feedback data has been received responsive to a particular feedback data request332, the method400proceeds to a Step430.

In the Step430, the received feedback data315is processed according to one or more data analytic methodologies and/or other business logic. From the Step430, the method400proceeds to a Step435in which the dashboard350is populated (in the instance in which this is the first time that the Step435is performed) or updated (in the instance in which this is not the first time that the Step435has been performed), and then to a Step440in which the dashboard350is communicated to the client computing environment315.

The method400proceeds to a Step440, in which the server computing environment320determines whether the method400has finished. If it has not, the method400reverts to the Step415. Otherwise, it terminates at a Step445. Criteria that the server computing environment320may use to determine whether the method400has finished include whether the user's experience with the product or service has concluded, whether a predetermined amount of time has elapsed, etc.

The steps of the method400are performed by the server computing environment320operating on the server computing system(s)220. The steps of the method400are embodied in software instructions that are stored in a storage unit, such as the data store122, of the server computing system(s)220. The server computing system(s)220is configured to access such storage unit to load and execute the software instructions to provide the server computing environment320and to perform the steps of the method400.

Referring now toFIG. 5, there is illustrated a method, generally designated as500, of defining the one or more feedback data context models330as part of the operation of the exemplary context feedback data platform300, in accordance with an exemplary embodiment of the present invention. As is shown, processing begins at a Step505and proceeds to a Step510in which a check is performed to determine if data representative of a context has been received by the server computing environment320from an authorized client computer310. In an illustrative implementation, a context can comprise the completion of a step in a service offering (e.g., checking in at a hotel) and/or the specific use of a product (e.g., sitting in an automobile). If the check at Step510indicates that a context has not been received, processing reverts to the Step505and waits for the context input.

However, if the check at the Step510indicates that a context has been inputted, processing proceeds to a Step515where a feedback data model330is created (and/or retrieved from the data store122for modification if already created). Processing then proceeds to a Step520where the received context is processed to generate one or more feedback data requests332based on the inputted context. Processing then proceeds to a Step525where the generated feedback data request332is associated with the inputted context for subsequent use (e.g., processing of the Step415of the method400). The context model is then stored in a Step530in the data store122of the server computing system(s)220. The method500then reverts to the Step510and continues from there or terminates at a step535if the user indicates that there are no further contexts to be inputted.

The steps of the method500are performed by the server computing environment320operating on the server computing system(s)220. The steps of the method500are embodied in software instructions that are stored in a storage unit, such as the data store220, of the server220. The server computing system(s)220is configured to access such storage unit to load and execute the software instructions to provide the server computing environment320and to perform the steps of the method500. It is contemplated that the context received by the server computing environment320is inputted by a client computing environment315that is authorized to request that the server computing environment320create a feedback data model330.

Referring now toFIGS. 6A through 6G, there are illustrated exemplary screen shots of various screens of a smart phone600, in accordance with an exemplary embodiment of the present invention.FIG. 6Aillustrates a first embodiment of an access screen610A which comprises a link620A for accessing an interface of a feedback data context model330. The link620A is personalized for the user of the smart phone600. When the user selects the link620A, the smart phone600sends a request315to the server computing environment320to gain access to the interface of the linked-to feedback data context model330. In this embodiment, the server computing environment320has preselected the feedback data context model330accessed via the link620A. After the server computing environment320receives the request315, the server computing environment320transmits the interface for the feedback data context model330to the client computing environment315. In the exemplary embodiment of the access screen610A illustrated inFIG. 6A, the access screen610A is provided within an email message.

FIG. 6Billustrates a second embodiment of an access screen610B which comprises a link620B for accessing an interface of a feedback data context model330. The link620B is personalized for the user of the smart phone600. When the user selects the link620B, the smart phone600sends a request315to the server computing environment320to gain access to the interface of the linked-to feedback data context model330. In this embodiment, the server computing environment320has preselected the feedback data context model330accessed via the link620B. After the server computing environment320receives the request315, the server computing environment320transmits the interface for the feedback data context model330to the client computing environment315. In the exemplary embodiment of the access screen610B illustrated inFIG. 6B, the access screen610B is provided within a Short Message Service (SMS) message, i.e., a text message.

In the exemplary embodiment illustrated inFIG. 6Anoted above, the access screen610is an email message which has been delivered to the smart phone600, i.e., the access screen610A has been “pushed” to the smart phone600. In the exemplary embodiment illustrated inFIG. 6Bnoted above, the access screen610B is an SMS message which has also been pushed to the smart phone600. Other ways of pushing the access screen610A,610B to the user are contemplated, and it is to be understood that the examples given herein are not limiting. For example, other means for pushing the access screen610A,610B include a Facebook message, a web chat session, etc.

Other exemplary embodiments in which an access screen is “pulled” are contemplated. For example, in another exemplary embodiment, using a web browser of the smart phone600, the user may navigate the browser to a web page to an access screen, from which the interface of the feedback data context model330is accessed. For example, the user may type a URL address into the browser of the smart phone to navigate to the access screen. Alternatively, the user may capture a QR code that is encoded with an URL to navigate to the access screen.

FIGS. 6C through 6Gillustrate exemplary screenshots of the interface for the feedback data context model330, which interface is provided to the smart phone600, which is a client computing environment, by the server computing environment320via the application180, in accordance with an exemplary embodiment of the present invention. In the exemplary embodiment illustrated inFIGS. 6C through 6G, the interface is provided in a web application that is accessed via a webpage that runs on the smart phone600. The webpage is communicated by the server computer environment320to the smart phone600and rendered in a web browser running on the smart phone600. It is to be understood that the interface is not so limited. Other exemplary embodiments in which the interface is provided in an app180which the smart phone600A downloads from the server computing system(s)220and which does not require a browser to run are contemplated.

FIG. 6Cillustrates a screenshot of a main screen610C of the interface provided to the client computing environment315as a result of the user selecting the link620A,620B. The main screen610C provides a portal620C to various portions of the interface, namely a “Comment” section630C, a “Score” section640C, and a “Poll” section650C.

FIG. 6Dillustrates a screen610D in the Comment section630D, which comprises a text field635D for inputting comments, a button640D which the user may select to request that the entity for which feedback is being left provide a reply, and a button645D to submit the comments inputted into the text field635D to the server computing environment320as the data315.

FIG. 6Eillustrates a first screen610E in the Score section640C, the first screen610E comprising a plurality of ratings635E, from which the user may select one as feedback for a product or service received. After selecting one of the ratings635E, the user commands the smart phone to transmit the polling response to the server computing environment320as the data315by selecting a submit button645E.

FIG. 6Fillustrates a second screen610F in the Score section640C, the second screen610F comprising a text field635F for inputting comments regarding the answered Score, a button640F which the user may select to make the text field635F editable, and a button645F to submit the comments inputted into the text field635F to the server computing environment320as the data315.

FIG. 6Gillustrates a screen610G in the Poll section650C, which comprises an input field635G for inputting a response to a poll question and a button645G to submit the inputted response to the server computing environment320as the data315. The poll questions are specified by the context model established in the method500.

Referring now toFIGS. 7A through 7C, there are illustrated exemplary screenshots of a dashboard700, in accordance with an exemplary embodiment of the present invention. As described below, the dashboard700is provided with data or updated with data, as specified by the Step435.FIG. 7Aillustrates a main screen710A, which provides a link715A to feedback left for service or products.

FIG. 7Billustrates a screen710B that collects all Comment and Scoring feedback regarding a specific service or product selected via a link715A in the main screen710A. The screen710B comprises a plurality of entries720B, each of which includes a comment725B and associated metadata, e.g., the location from which the comment725B was made, the stage of service being received by the user, information relating to the user derived from another source (as discussed below with regard toFIG. 8), e.g., from an electronic medical record (e.g., drug therapies, clinical data, physician data), weather data, or any electronic record/data associated with the customer, etc., a customer ID730B, a link735B by which the user accessing the dashboard700may comment on a comment720B, and a link740B to respond to the comment, if the commenter requested a reply by clicking the button640D. The server computing environment320tallies the ratings received for the service or product, averages them, and reports them in a panel745B.

FIG. 7Cillustrates a screen710C summarizing the results of Polling feedback for a service or product, in accordance with an exemplary embodiment of the present invention.

It is to be understood that the dashboard700can comprise data representative of processed real time aggregated feedback data (e.g., a combination of feedback data from any number, n, of feedback data context models330) received from a number of participating users (not shown) according a selected feedback data context model330(e.g., healthcare services) according to a selected feedback data analytic methodology (e.g., net promoter scoring methodology). The exemplary dashboard700, as shown, can comprise data representative of alternate feedback data that can be operably received by exemplary context based feedback environment300. In the illustrative implementation, the dashboard can comprise character limited text feedback data illustrative of descriptive comments from various participating users that are elicited according a selected feedback data context model (e.g., users providing a text description of being checked in for an in-patient procedure at a hospital, the user being prompted in real-time during or within a selected short period of time after check-in). Feedback may further comprise audio-visual data, such as images, video, audio clips, etc.

Referring now toFIG. 8, there is illustrated an exemplary alternative embodiment of the feedback data environment300, which exemplary alternative embodiment is generally designated as800, in accordance with an exemplary embodiment of the present invention.FIG. 8illustrates select portions of the feedback data environment800, specifically those portions of the feedback data environment800which differ from the feedback data environment300. The differences are discussed below.

The feedback data environment800comprises an exemplary alternative embodiment of the server computing environment320, generally designated inFIG. 8as server computing environment320′. The server computing environment320′ comprises a plurality of Feedback-as-a-Service (Faas®) engines822A through822N, one for each entity that has engaged the provider of the server computing environment320to track feedback from customers of the entity. The server computing environment320′ further comprises a data platform aggregation and analysis engine824, and a dashboard engine826.FIG. 8illustrates that N entities (810A through810N) have engaged the provider of the server computing environment320to track feedback from customers of each entity810A through810N.

The server computing environment320′, or more specifically each FaaS engine822A through822N, receives the data from the customers of its respective entity810A through810N in the Step420. For each entity810A through810N, such data comprises respective data from client computing environments812A through812N and respective data from other environments815A through815N. Such other environments are contemplated as being independently existing data sources, i.e., data sources that exist independently from the feedback data environment800. As such, the data815A through815N may be sourced from Hospital Consumer Assessment of Health Providers and System (HCAPHS) surveys, and other existing quality metrics data, electronic medical records (EMRs), electronic health records (EHRs), data from practice management software (PMS), sensor data (from wearable or remote sensors and embedded medical devices), and location and other meta data, including social media feeds.

The FaaS engines822A through822N provide the portion of the data812A through812N and815A through815N that is tied to a user, e.g., a patient, to the dashboard engine826as data835A through835N, respectively, in the Step430. The dashboard engine426provides the data835A through835N to tactical dashboards850A through850N, respectively, in the Step435. The tactical dashboards850A through850N are respectively accessible by the entities810A through810N. The dashboard engine826configures the tactical dashboards850A through850N to include views previously configured by administrators of the tactical dashboards850A through850N. Any of the entities810A through810N may implement one or more workflows, e.g., corrective actions, based on the data835A through835N in response to the feedback provided in the respective data812A through812N. For example, if the entity810A is a hospital and the data812A,835A indicates that a patient is unhappy with the level of noise, the entity810A may take corrective action to reduce the noise level in the hospital.

In the exemplary embodiment described above, the tactical dashboards850A through850N comprise personal data of the users that provided the feedback so that their respective entities810A through810N that provided products or services consumed by the users are able to specifically identify such user's experiences. For clarity, the entities810A through810N have access only to their respective tactical dashboards850A through850N, and the dashboard850A through850N contain the personal information of only the respective data812A through812N and the respective data815A through815N. One entity cannot gain access to personal information of users associated with another entity.

The FaaS engines822A through822B provide the data812A through812N and815A through815N to a service that strips out personal information from the data, i.e., information that identifies users, e.g., patients, to provide anonymous data and forwards such data as data845A through845N to the data platform aggregation and analysis engine824in the Step430. The data platform aggregation and analysis engine824performs one or more algorithms to process the data845through845N. Such algorithms include pattern recognition, feature detection, clustering, subset selection, and semantic analysis. The data platform aggregation and analysis engine824provides resulting data855to the dashboard engine826in the Step430, and the dashboard engine826provides the data855to strategic dashboards860A through860N in the Step435. The strategic dashboards860A through860N are respectively associated with the entities810A through810N. The strategic dashboards860A through860N allow the administrator of their respective entities810A through810N to view experiential telemetry, industry trends, rankings, and comparisons, set benchmarks, and identify best practices based on the aggregated, de-personalized data855.

In an exemplary embodiment, the dashboard engine826also provides the data855to a further strategic dashboard870. The strategic dashboard870is accessible by an entity that is not associated with customers providing feedback. Such entity may still arrange to have access to the strategic dashboard870for research purposes, industry surveys, market research, etc.

In an exemplary embodiment, the server computing environment320,320′ allows a feedback administrator to track a user as he or she consumes a good or service at various stages. Because the access screen610A,610B may be pushed to a user's smart phone600, the user's identity may be reasonably inferred and linked to his or her phone number. The user may also be associated with a global unique identifier (GUID). Thus, all feedback that a user may provide may be linked in the server computing environment320,320′ by the GUID of the user so that the user's experience may be tracked over time. Such feedback and the GUID of the user may be stored by the server computing environment320,320′ in the data store122.

It is understood that the herein described systems and methods are susceptible to various modifications and alternative constructions. There is no intention to limit the herein described systems and methods to the specific constructions described herein. On the contrary, the herein described systems and methods are intended to cover all modifications, alternative constructions, and equivalents falling within the scope and spirit of the herein described systems and methods.

It should also be noted that the herein described systems and methods can be implemented in a variety of electronic environments (including both non-wireless and wireless computer environments, including cell phones and video phones), partial computing environments, and real world environments. The various techniques described herein may be implemented in hardware or software, or a combination of both. Preferably, the techniques are implemented in computing environments maintaining programmable computers that include a computer network, processor, servers, a storage medium readable by the processor (including volatile and non-volatile memory and/or storage elements), at least one input device, and at least one output device. Computing hardware logic cooperating with various instructions sets are applied to data to perform the functions described above and to generate output information. The output information is applied to one or more output devices. Programs used by the exemplary computing hardware may be preferably implemented in various programming languages, including high level procedural or object oriented programming language to communicate with a computer system. Illustratively the herein described apparatus and methods may be implemented in assembly or machine language, if desired. In any case, the language may be a compiled or interpreted language. Each such computer program, application, Java Script, applet, or other executable code is preferably stored on a storage medium or device (e.g., ROM or magnetic disk) that is readable by a general or special purpose programmable computer for configuring and operating the computer when the storage medium or device is read by the computer to perform the procedures described above. The apparatus may also be considered to be implemented as a computer-readable storage medium, configured with a computer program, where the storage medium so configured causes a computer to operate in a specific and predefined manner.

Although exemplary implementations of the herein described systems and methods have been described in detail above, those skilled in the art will readily appreciate that many additional modifications are possible in the exemplary embodiments without materially departing from the novel teachings and advantages of the herein described systems and methods. Accordingly, these and all such modifications are intended to be included within the scope of the herein described systems and methods. The herein described systems and methods may be better defined by the following exemplary claims.