Patent Publication Number: US-2020286101-A1

Title: Method for Entry of Customer Experience Feedback with Real-Time Automated Filtering and Evaluation of Feedback, and Transmission of Real-Time Notification to Selected Personnel Based on Feedback Evaluation in a Flexible Messaging and Workflow System

Description:
CROSS REFERENCE TO RELATED APPLICATIONS 
     This application is a division of U.S. patent application Ser. No. 16/569,309, filed Oct. 25, 2017, which claims priority to International Patent Application PCT/US2016/043773, filed Jul. 23, 2016, which claims the benefit of U.S. Provisional Patent Application 62/196,752, filed Jul. 24, 2015, U.S. Provisional Patent Application 62/198,908, filed Jul. 30, 2015, U.S. Provisional Patent Application 62/215,447, filed Sep. 8, 2015, and U.S. Provisional Patent Application 62/290,362, filed Feb. 2, 2016. 
    
    
     STATEMENT REGARDING FEDERALLY SPONSORED RESEARCH OR DEVELOPMENT 
     Not applicable. 
     TECHNICAL FIELD OF INVENTION 
     This invention relates to the entry of customer experience feedback with real-time automated filtering and evaluation of feedback and the transmission of real-time notifications to selected personnel based on feedback evaluation. 
     BACKGROUND OF THE INVENTION 
     Computers and computer networks have transformed the society and the work environment since their introduction in mass to the business community and the consuming public. The impact we see today on the way business is conducted and consumers interact with service providers and product retailers is rooted in the technological developments in the recent past. 
     In the 1960s, the Defense Department developed a communication system that would permit communication between these different computer networks. Recognizing that a single, the Defense Department recognized that developing a centralized communication system would be vulnerable to attacks or sabotage, so the Defense Department required that their new communication system be decentralized with no critical services concentrated in vulnerable failure points. In order to achieve this goal, the Defense Department established a decentralized communication protocol for communication between their computer networks. 
     A few years later, the National Science Foundation (NSF) established a communication system that facilitated communication between incompatible network computers at various research institutions across the country. The NSF adopted the Defense Department&#39;s protocol for communication, and this combination of research computer networks would eventually evolve into the Internet. 
     The Defense Department&#39;s communication protocol governing data transmission between different networks was called the Internet Protocol (IP) standard. The IP standard has been widely adopted for the transmission of discrete information packets across network boundaries. In fact, the IP standard is the standard protocol governing communications between computers and networks on the Internet. 
     The IP standard identifies the types of services to be provided to users and specifies the mechanisms needed to support these services. The IP standard also specifies the upper and lower system interfaces, defines the services to be provided on these interfaces, and outlines the execution environment for services needed in the system. 
     A transmission protocol, called the Transmission Control Protocol (TCP), was developed to provide connection-oriented, end-to-end data transmission between packet-switched computer networks. The combination of TCP with IP (TCP/IP) forms a suite of protocols for information packet transmissions between computers on the Internet. The TCP/IP standard has also become a standard protocol for use in all packet switching networks that provide connectivity across network boundaries. 
     In a typical Internet-based communication scenario, data is transmitted from an originating communication device on a first network across a transmission medium to a destination communication device on a second network. After receipt at the second network, the packet is routed through the network to a destination communication device. Because standard protocols are used in Internet communications, the IP protocol on the destination communication device decodes the transmitted information into the original information transmitted by the originating device. 
     A computer operating on a network is assigned a unique physical address under the TCP/IP protocols. This is called an IP address. The IP address can include: (1) a network ID and number identifying a network, (2) a sub-network ID number identifying a substructure on the network, and (3) a host ID number identifying a particular computer on the sub-network. A header data field in the information packet will include source and destination addresses. The IP addressing scheme imposes a consistent addressing scheme that reflects the internal organization of the network or sub-network. 
     A router, agent or gateway is used to regulate the transmission of information packets into and out of the computer network. Routers interpret the logical address contained in information packet headers and direct the information packets to the intended destination. Information packets addressed between computers on the same network do not pass through the router to the greater network, and as such, these information packets will not clutter the transmission lines of the greater network. If data is addressed to a computer outside the network, the router forwards the data onto the greater network. 
     Mobile communications and cellular telephony systems have become smaller, lighter, and more powerful, which improved the ability to communicate with individuals on an exponential basis. The Internet protocols were originally developed with an assumption that Internet users would be connected to a single, fixed network. With the advent of cellular wireless communication systems, such as mobile communication devices, the movement of Internet users within a network and across network boundaries has become common. Because of this highly mobile Internet usage, the implicit design assumption of the Internet protocols (e.g. a fixed user location) is violated by the mobility of the user. 
     In an IP-based mobile communication system, the mobile communication device (e.g. cellular phone, pager, computer, etc.) can be called a Mobile Node. Typically, a Mobile Node maintains connectivity to its home network through a foreign network. The Mobile Node will always be associated with its home network for IP addressing purposes and will have information routed to it by routers located on the home and foreign networks. The routers can be referred to by a number of names including Home Agent, Home Mobility Manager, Home Location Register, Foreign Agent, Serving Mobility Manager, Visited Location Register, and Visiting Serving Entity. 
     In the past, consumer feedback has been solicited well after the service or product has been provided to the consumer. The requests for feedback occur days and weeks after customer leaves the service provider or retail location. The ability to obtain constructive feedback, either good or bad, is lost by this lag time in the procurement of the feedback from the consumer. And, if the experience is negative, the opportunity to rectify the negative experience with personal attention to the consumer has been lost with the procurement of feedback days and weeks after the customer leaves the service provider or retail location. 
     When survey have been taken from consumers, the results of surveys have, in the past, been distributed to all employees in the organization. Not only is this survey information “stale” in the sense that it has been taken long after the consumer leaves the service provider or retail location, but the information is largely ignored in a mass of information being provided in a generic manner to an entire group. 
     Several patents show traditional methods of obtaining survey information, such as U.S. Pat. No. 7,609,832 issued on Oct. 27, 2009 (Patent Publ. No. 2005/0100158A1, published May 12, 2005) to Kreiner, which shows an automatic call center with an interactive voice response system that supports the administration of a survey to a client in communication with the call agent station. The Kreiner system administers a survey to a client when the client has been called by the system and is on-the-line, which is the manner on collecting survey information from the client. Similarly, there are many call center screening survey systems shown in U.S. Pat. No. 8,085,910 issued to Verizon Corporate Services Group, Inc. on Dec. 27, 2011; U.S. Pat. No. 8,386,623 issued to American Express Travel Related Services Co. on Feb. 26, 2013; U.S. Pat. No. 8,494,134 issued to BCE, Inc. on Jul. 23, 2013; U.S. Pat. No. 8,515,803 issued to 3Pd, Inc. on Aug. 20, 2013; U.S. Pat. No. 8,516,076 issued to American Express Travel Related Services on Aug. 20, 2013; U.S. Pat. Nos. 8,650,315, 8,650,316, 8,650,317, 8,650,318, and 8,650,319 issued to American Express Travel Related Services on Feb. 11, 2014. 
     These prior art methods and systems fail are not optimized for operational efficiency, consumer expectation, and business strategy to optimize customer retention and satisfaction with products and services provided by a business. These systems, by and large, trigger and conduct an automated survey to collect survey information from a client, but there is a need to utilize this survey information in a better manner so that businesses can better preserve client relationships at the service provider or retail location. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIGS. 1A-1C  are block diagrams showing system components used with the present invention, 
         FIG. 2  is a flowchart showing how profile codes are created, 
         FIGS. 3A-3E  are screen displays for different types of mobile units as generated according to the present invention, 
         FIG. 4  is a diagram illustrative of message flows and communication links used in the present invention; and, 
         FIGS. 5A-5I  show the screen displays for a mobile unit or a desktop unit as generated according to the present invention. 
     
    
    
     SUMMARY OF THE INVENTION 
     The present invention supports the entry of customer experience feedback into the system, which then conducts real-time automated filtering and evaluation of feedback entered by the customer and supports the transmission of real-time notifications to selected personnel based on feedback evaluation in a flexible messaging and workflow system. 
     The present invention supports that ability to obtain constructive feedback, either good or bad, regarding a customer&#39;s experience while the customer is still at the service provider or retail sales location. And, if the experience is negative, the invention provides automated evaluation and filtering of the feedback information with real-time notifications to selected personnel so the customer&#39;s concerns can be addressed immediately so as to rectify the negative experience with personal attention to the consumer, and preserve the client relationship for the future before the customer departs from the service provider or retail sales location. Identity information relating to the customer can also be preserved so that the customer and its location can be identified as being present at the service provider or retail sales location upon a subsequent visit, and real-time notifications can be sent to selected personnel so that the customer experience during the subsequent visit to that location can be enhanced in some manner or more personal attention can be provided to reduce the risk of a negative experience. 
     The following system components, steps and functionality individually are believed to be novel and enhance the operation of the computer system over than of a generic computer system, including the components, steps and functionality relating to: (1) entry of customer experience feedback into the system, (2) then, automated evaluation and filtering of that information on a real-time base, (3) then, real-time notification of selected personnel regarding the customer experience feedback information prior to the customer departing the service provider or retail sales location, where selected personnel include specific members of teams, users, groups or companies (e.g. higher level management), and (4) then, having one or more selected personnel at the service provider or retail sales location address the customer&#39;s concerns to enhance the customer&#39;s evaluation of the experience or enhance subsequent visits to the service provider or retail sales location. Subsequently, after, step 4, the customer and its location can be identified as being present at the service provider or retail sales location upon a subsequent visit, and real-time notifications can be sent to selected personnel so that the customer experience during the subsequent visit to that location can be enhanced in some manner or more personal attention can be provided to reduce the risk of a negative experience. The real-time notifications to said selected personnel include customer background information, survey results, service provider information and services provided to the customer. This ordered sequence of steps 1-4, with and without the addition of the subsequent location recognition steps, is believed to be novel in that the ordered combination of steps transforms the claims into patent-eligible subject matter. 
     As additional components, functionality and steps used in this system, the present invention provides for the preparation and revision of standard or individualized feedback evaluation questions by authorized users, with flexible assignment of these evaluation questionnaires for specific members of companies, teams, users, or groups providing services or products or entire groups of users, teams or companies. And, the present invention provides for the flexible assignment of team members, users, and companies, as well as the preparation and transmission of messaging to entire team members, users, groups and companies or specific members of teams, users, companies, and groups. These flexibly assigned team members, users and companies can receive real-time notifications by text, email or other instant messaging, as well as daily or periodic reports, inquiries, notifications or bulletins to by the same message formats to improve work flow and attention to the customer experience. 
     Based on the evaluation and filtering of customer feedback evaluations, benchmark information and trending information can be developed and provided in notifications to selected personnel, including trending information regarding the performance of individuals in a group, team, or company or entire groups of users, teams, or companies. Such trending information can identify individuals or groups that are under-performing or exceeding benchmark standards set by management or officers of the business to that rewards, bonuses, or additional training can be provided based on those results. 
     Each of these additional components, functionalities and steps, when combined with the attributes, components and steps described immediately above, are considered to be novel because each individually enhances the operation of the computer system over than of a generic computer system. Moreover, the ordered sequence of steps 1-4, with the additional components, functionalities and steps and with the addition of the subsequent location recognition steps, is believed to be novel in that the ordered combination of steps transforms the claims into patent-eligible subject matter. 
     DETAILED DESCRIPTION 
     The present invention is shown by block diagrams in  FIGS. 1A-1C  is a communication system supporting the processing communications between a home agent network and one or more mobile units, where the home network has a home agent coupled to a computer server. The home network processes communications to be transmitted and received from one or more mobile units, and a transceiver unit is coupled to say home agent network for receiving and transmitting communications to said mobile unit. The home network processes communications to and from said mobile unit, and information related to the mobile nodes location and proximity can be used to include selected communications that possess information and data relating to specific products or ordering information. 
     The home network can communicate via wireless transmission or a wired communication link to the mobile node, the Internet, other computer servers or other foreign or associated home networks. Each of the home network embodiments shown in  FIGS. 1A-1C  support a Wi-Fi connection (or similar mobile network connection) that allows the pushing of data onto the hand-held mobile device. The invention can use the device&#39;s Wi-Fi or cellular connection to activate notification message to selected personnel based on the mobile unit&#39;s geographic location or proximity to the service provider or retail sales location. 
     The networks shown in  FIGS. 1A-1C  support the entry of customer experience feedback into the system, which these systems conduct real-time automated filtering and evaluation of feedback entered by the customer as well as transmission of real-time notifications to selected personnel based on feedback evaluation in a flexible messaging and workflow system. The real-time notifications to said selected personnel include customer background information, survey results, service provider information and services provided to the customer. These networks support the ability to obtain constructive feedback, either good or bad, regarding a customer&#39;s experience while the customer is still at the service provider or retail sales location. And, if the experience is negative, the invention embodied in these networks provide automated evaluation and filtering of the feedback information with real-time notifications to selected personnel so the customer&#39;s concerns can be addressed immediately so as to rectify the negative experience with personal attention to the consumer, and preserve the client relationship for the future before the customer departs from the service provider or retail sales location. 
     Identity information relating to the customer can also be preserved in the networks so that the customer and its location can be identified as being present at the service provider or retail sales location upon a subsequent visit, and real-time notifications can be sent to selected personnel so that the customer experience during the subsequent visit to that location can be enhanced in some manner or more personal attention can be provided to reduce the risk of a negative experience. 
     The following system components, steps and functionality shown in  FIGS. 1A-1C  individually are believed to be novel and enhance the operation of the computer system over than of a generic computer system, including the components, steps and functionality relating to: (1) entry of customer experience feedback into the system, (2) then, automated evaluation and filtering of that information on a real-time base, (3) then, real-time notification of selected personnel regarding the customer experience feedback information prior to the customer departing the service provider or retail sales location, where selected personnel include specific members of teams, users, groups or companies (e.g. higher level management), and (4) then, having one or more selected personnel at the service provider or retail sales location address the customer&#39;s concerns to enhance the customer&#39;s evaluation of the experience or enhance subsequent visits to the service provider or retail sales location. 
     Subsequently, after, step 4, the customer and its location can be identified as being present at the service provider or retail sales location upon a subsequent visit, and real-time notifications can be sent to selected personnel so that the customer experience during the subsequent visit to that location can be enhanced in some manner or more personal attention can be provided to reduce the risk of a negative experience. This ordered sequence of steps 1-4, with and without the addition of the subsequent location recognition steps, is believed to be novel in that the ordered combination of steps transforms the claims into patent-eligible subject matter. 
     Additionally, components, functionality and steps supported by these networks shown in  FIGS. 1A-1C  include the preparation and revision of standard or individualized feedback evaluation questions by authorized users, with flexible assignment of these evaluation questionnaires for specific members of companies, teams, users, or groups providing services or products or entire groups of users, teams or companies. And, the networks shown in  FIGS. 1A-1C  provide for the flexible assignment of team members, users, and companies, as well as the preparation and transmission of messaging to entire team members, users, groups and companies or specific members of teams, users, companies, and groups. These flexibly assigned team members, users and companies can receive real-time notifications by text, email or other instant messaging, as well as daily or periodic reports, inquiries, notifications or bulletins to by the same message formats to improve work flow and attention to the customer experience. 
     Based on the evaluation and filtering of customer feedback evaluations, the networks shown in  FIGS. 1A-1C  provide benchmark information and trending information that can be developed and provided in notifications to selected personnel, including trending information regarding the performance of individuals in a group, team, or company or entire groups of users, teams, or companies. Such trending information can identify individuals or groups that are under-performing or exceeding benchmark standards set by management or officers of the business to that rewards, bonuses, or additional training can be provided based on those results. 
     Each of these additional components, functionalities and steps, when combined with the attributes, components and steps described immediately above, are considered to be novel because each individually enhances the operation of the computer system over than of a generic computer system. Moreover, the ordered sequence of steps 1-4, with the additional components, functionalities and steps and with the addition of the subsequent location recognition steps, is believed to be novel in that the ordered combination of steps transforms the claims into patent-eligible subject matter. 
     With reference of  FIG. 1A , the communication system  100 A of the present invention is shown with a detailed explanation of the system components available at the home network  150  as coupled via communication line  205  to the mobile radio transceiver/cellular/WIFI systems  165  as coupled to mobile node  105 . The mobile node  105  includes a hand-held mobile unit  105  that includes a processor, memory and a power source, as well as a transceiver and antenna  110 . While a mobile unit is contemplated, lap top, fixed location computers, or computer pads can also be used instead and freely substituted with the mobile unit  105 . 
     The transceiver and antenna  110  supports radio transmission communications link  125  to an radio transceiver antenna and transmission network  165  (e.g. Wi-Fi, cellular, GSM, Evdo, 4G/LTE, CDMA, or others), which is coupled via connection  205  to a radio transmission network communication gateway  210  associated with the home network  150 . The mobile hand-held unit  105  may also be connected to an outside server computer SRV 2   185  via a separate connection  122 , which can include a wireless radio connection or a wireline communication system connection. The mobile hand-held unit  105  may also be connected to the Internet  175  via the communication link  180  through outside server computer SRV 2   185  or via a separate direct connection  122 , which can include a wireless radio connection or a wireline communication system connection. 
     The mobile hand-held unit  105  can also be coupled to the radio transceiver antenna  165  and a radio transmission network that is coupled to a telecommunications system that supports connectivity  122   a  to the Internet  175  or another system network without interfacing directly with equipment or components in the home network  150 . 
     The radio transmission network  210  is coupled to a base station transceiver unit  220  via connection  215 , where the base station transceiver station provides an interface between radio domain communications and data communications carried over a telecommunications or network computer system. The base station transceiver unit  220  is coupled to a gateway  230  for the network at the home network  150  via connection  225 , which provides an interface with the network maintained at the home network  150  or associated with the home network  150 . The BTS  220  may also be located remotely from the home network near the remote radio transmission network  165  accessed by the mobile unit  105 . 
     The gateway  230  is coupled to a home agent  240  via connection  235 , where the home agent  240  controls communication flow and directions on the network maintained at the home network  150  or in a network associated with the home network  150 . The home agent  240  is coupled to a computer server SRV 1   250  via connection  245 , which maintains past historical and present real-time information, software module, operations software, or other data that may be used or communicated using the invention. The invention contemplates centrally located servers to maintain the software modules and database information at the home network  150  that maintain or provide access to information related to the home network  150 , but remotely located servers and computer networks can also be accessed and used with the invention. 
     The home agent  240  is coupled to the Internet  175  via a connection  170 , and the Internet  175  may be coupled to one or more servers SRV 2   185  via connection  180 . The mobile hand-held unit  105  may also be connected to SRV 2   185  via a separate connection  122 , which can include a wireless radio connection or a wireline communication system connection. A database  241  is coupled to the home agent  240  via communication link  242  or computer server  250  via link  251  or computer server SrV 2   185  directly via link  183  or indirectly through the Internet  175  via communication links  183   a  and  180 . The database  241  may maintain information related to the customers, users, groups, team members, or companies, but it could also maintain remote access to software modules and database information used with the software operated by the present invention as well as database information related the business operations. While only one database  241  is shown, this representation is understood to include one or more separate databases and storage locations of data and information. 
     The home agent is also coupled via connection  255  to various locations L 1   256 , L 2   257 , and L 3   258  at home network  150  so that operations software, data, customer evaluations, notifications or other information can be entered, transmitted or received on the system and controlled by users at the business location. Customers, users and controllers at the home network location may also access the home network  150  remotely via communication links and wireless communication links or mobile units. 
     The mobile unit  105  represents a mobile unit used by the customer to prepare and enter the customer feed-back evaluation information. Communications to the system, customer evaluation, requests for information, or notifications can be received by the customer from remote access locations or the home network using the hand-held mobile unit  105  as connected to the home network  150 . 
     The computer server SrV 1   250  on the home network  150  also supports the maintenance and use of data, customer information, software modules and operational code for the present invention, as well as maintaining the webpages that support the applications program download for the present invention, and supporting the interaction of communications with the mobile unit  105  and database  241 . The Internet  175  can also maintain server computers, cloud storage, or server for maintaining database information, code, software modules, or the webpages that support the applications program download for the present invention, as well as supporting the interaction of communications with the mobile unit  105  or database  241 . Furthermore, home network  150  or the computer server SRV 2   185  can facilitate or assist with the maintenance of database information, code, software modules, or the webpages that support the applications program download for the present invention, as well as supporting the interaction of communications with the mobile unit  105  or database  241 . 
     With reference of  FIG. 1B , the communication system  100 B of the present invention is shown with a detailed explanation of the system components available at the home network  150  as coupled via communication line  205  to the mobile radio transceiver/cellular/WIFI systems  165  as coupled to mobile nodes  105 ,  106  and  107 . The mobile nodes  105 ,  106 , and  107  includes a hand-held mobile unit  105 ,  106  and  107  that includes a processor, memory and a power source, as well as a transceiver and antenna. While a mobile unit is contemplated, lap top, fixed location computers, or computer pads can also be used instead and freely substituted with the mobile unit  105 ,  106  and  107 . All the other system components shown in  FIG. 1B  are similar to, and possess the same functionality, as the system components shown in  FIG. 1A , which is incorporated herein by reference. 
     More notably, multiple mobile nodes  106  and  107  are shown connected to the home network  150  via connections  109  and  108 , respectively, to the mobile radio transceiver system  165 . These additional mobile nodes support the use of the wireless communication system to multiple customers, or multiple team members, group members, users or employees associated with the company or associated with other companies owned by common management. The mobile units  105 ,  106  and  107  are mobile units used by customer to prepare and enter the customer feed-back evaluation information, but also could be mobile units used to support communications to the system, customer evaluation, requests for information, or notifications as received by multiple customers, or multiple team members, group members, users or employees associated with the company or associated with other companies owned by common management. 
     With reference of  FIG. 1C , the communication system  100 C of the present invention is shown with a detailed explanation of the system components available at the home network  150  as coupled to a second foreign network  300 . Apart from the system components in foreign network  300  and its connections to the home network  150 , all the other system components shown in  FIG. 1C  are similar to, and possess the same functionality, as the system components shown in  FIG. 1A , which is incorporated herein by reference.  FIG. 1C  has a second home agent HA 2   340  (or through a similar device or component connection) on the foreign network  300  coupled to the home network  150  via communication links, which can be wired or wireless connections,  170   a  through the Internet  175 , communication link  240   a  to the home agent  240 , or communication link  180   a  to the second computer server SRV 2 . 
     With respect to  FIG. 1C , foreign network  300  is coupled via communication line  305  to the mobile radio transceiver/cellular/WIFI systems  365  as coupled to mobile node  305 ,  306  and  307 . The mobile nodes  305 ,  306  and  307  includes a hand-held mobile unit a processor, memory and a power source, as well as a transceiver and antenna  313 ,  312  and  311 , respectively. While a mobile unit is contemplated, lap top, fixed location computers, or computer pads can also be used instead and freely substituted with the mobile unit  305 ,  306  and  307 . The transceiver on each mobile node  305 ,  306  and  307  supports radio transmission communications link  310 ,  309  and  308  to an radio transceiver antenna and transmission network  365  (e.g. Wi-Fi, cellular, GSM, Evdo, 4G/LTE, CDMA, or others), which is coupled via connection  305  to a radio transmission network communication gateway  310   a  associated with the foreign network  300 . 
     The mobile hand-held units  305 ,  306  and  307  may also be connected to an outside server computer SRV 2   185  via a separate connection including a wireless radio connection or a wireline communication system connection. The mobile hand-held units  305 ,  306  and  307  may also be connected to the Internet  175  through an outside server computer or via a separate direct connection, which can include a wireless radio connection or a wireline communication system connection. The mobile hand-held units  305 ,  306  and  307  can also be coupled to the radio transceiver antenna  365  and a radio transmission network that is coupled to a telecommunications system that supports connectivity to the Internet  175  or another system network without interfacing directly with equipment or components in the foreign network  300 . 
     The radio transmission network  310   s  is coupled to a base station transceiver unit  320  via connection  315 , where the base station transceiver station provides an interface between radio domain communications and data communications carried over a telecommunications or network computer system. The base station transceiver unit  320  is coupled to a gateway  330  for the network at the foreign network  300  via connection  325 , which provides an interface with the network maintained at the foreign network  300  or another associated network. The BTS  320  may also be located remotely from the foreign network near the remote radio transmission network  365  accessed by the mobile units  305 ,  306  or  307 . 
     The gateway  330  is coupled to a home agent  340  via connection  335 , where the foreign agent  340  controls communication flow and directions on the network maintained at the foreign network  300  or in a network associated with the foreign network  300 . The foreign agent  340  is coupled to a computer server SRV 3   350  via connection  345 , which maintains past historical and present real-time information, software module, operations software, or other data that may be used or communicated using the invention. The invention contemplates centrally located servers to maintain the software modules and database information at the foreign network  300  that maintain or provide access to information related to the foreign network  300 , but remotely located servers and computer networks can also be accessed and used with the invention. 
     A database  341  is coupled to the home agent  340  via communication link  342  or computer server  350  via link  342  or computer server SrV 3   385  directly via link  351 . The database  341  may maintain information related to the customers, users, groups, team members, or companies, but it could also maintain remote access to software modules and database information used with the software operated by the present invention as well as database information related the business operations. While only one database  341  is shown, this representation is understood to include one or more separate databases and storage locations of data and information. 
     The foreign agent  340  is also coupled via connection  355  to various location L 1   356  at foreign network  300  so that operations software, data, customer evaluations, notifications or other information can be entered, transmitted or received on the system and controlled by users at the business location. Customers, users and controllers at the home network location may also access the foreign network  300  remotely via communication links and wireless communication links or mobile units. 
     The foreign network  300  represents outside networks of associated companies, teams, groups or users that interface with the home network  150 , and mobile units  305 ,  306  and  307  represent mobile units used by the customer to prepare and enter the customer feed-back evaluation information. Communications to the system, customer evaluation, requests for information, or notifications can be received by the customer from remote access locations or the home network using the hand-held mobile units  305 ,  306  and  307  as connected to the foreign network  300 . 
     The software routines used to support various operations on the networks shown in  FIGS. 1A-1C , are shown in the flow chart diagram of  FIG. 2 . The software modules and system software are programmed in an application software that can be/is utilized by the hand held or portable devices in whatever programming language the said device utilizes to operate the applications and then utilizes the wireless communication networks(s) available to that device in that area or any other area where the mobile units  105 ,  106 ,  107 , or  305 ,  306  or  307 , which can operate in using the functions and/or features of present system. An applications program can be downloaded to the hand-held mobile unit that supports an interface with home computer network  100  or the foreign network  300 , and the mobile unit will have access to multiple functions and features identified above relating to the present invention. In the present invention, the mobile unit can include a mobile phone, smartphone device, or portable computer having a wireless radio transmission connection to the home network  150 . (e.g. iPhone, Droid, iPad, Slate, etc.). 
     The software packages residing and operating on the home network  150 , preferably the computer server SrV 1   250  on the home network  150  and the mobile unit  100 , is a universally exportable and importable data format preferably employed so that data from the financial institution&#39;s core processing system can be collected and maintained on database  241  in a form that can be recognized by the stand alone software package of the invention. A preferred universally exportable and importable data format such as a text file for example txt. This format is commonly used in business and therefore providing software that can import data from this format for further analysis is cost-efficient and convenient. The software may also be provided with the capability to import data in other formats generated by the core processing unit. 
     As shown in  FIG. 2 , the user logs into the customer evaluation software system at step  201 , and proceeds via step  202  to step  203  where the cashier or other service personnel fills out the work order or customer information. From step  203 , the system proceeds to step  208  via step  206  where the customer is asked to complete a customer evaluation of its experience at the service location or retail purchase location. The process proceeds to question  212  via step  210  where the customer is accepted whether he wishes to provide evaluation answers. If the answer is no, the program proceeds to step  203  via process step  213  where the cashier or office personnel finalizes the paperwork for the customer, which completes the service or retail transaction for the customer. 
     If the customer agrees to the participate in the evaluation in question  212 , the process proceeds to step  216  via step  214  where the customer answers various inquiries. The process then proceeds to question  220  via step  218 , where the question is asked if the customer wishes to complete the evaluation. If the answer to question  218  is no, the program proceeds to step  203  via process step  213  where the cashier or office personnel finalizes the paperwork for the customer, which completes the service or retail transaction for the customer. 
     If the answer is yes at question  220 , the survey continues at step  224  via step  221  with the completion of the entry of evaluation answers. Upon completion of the entry of evaluation answers by the customer in step  220 , the system filters and evaluates the responses of the customer in step  224 . The answers of the customer may trigger real-time alerts and notifications that are prepare for transmission via text, email or other instant messaging system to selected personnel in step  228 . The real-time notifications to said selected personnel include customer background information, survey results, service provider information and services provided to the customer. Those SMS, email or push notification alerts can be sent to selected personnel in step  232 , which is how the program proceeds via step  230 . If the customer evaluation answers do not trigger any alerts or notifications based on the real-time evaluation, the program proceeds to step  203  via process step  213  where the cashier or office personnel finalizes the paperwork for the customer, which completes the service or retail transaction for the customer. The program can also proceed from step  201  directly to the transmission of alters and notifications using step  204 . 
     The evaluation information screen displays presented to the customer are shown in  FIG. 3 , which include the entry of customer contact information  356  on the login screen shown on  FIG. 3A , a department selection  357  as utilized by the customer on screen shown on  FIG. 3B , ticket information  358 , advisor and cashier information  359 , and vehicle delivery mode  360 , with a start survey button on the screen shown on  FIG. 3C . The survey questions  370  on screen  FIG. 3D  for the particular vehicle service embodiment, but the system and the survey can be modified to be used in other environments and businesses, such as health care hospital locations, various retail sales locations, apartment complex locations, or any type of business that could benefit from real-time notification of dissatisfied customers with an ability to rectify the customer experience before the customer departs or shortly thereafter. The survey ends with an appreciation statement  371  on the screen shown on  FIG. 3E . 
     After entry of the answers to the questions by the customer, the systems conduct real-time automated filtering and evaluation of feedback entered by the customer as well as transmission of real-time notifications to selected personnel based on feedback evaluation in a flexible messaging and workflow system. These networks support the ability to obtain constructive feedback, either good or bad, regarding a customer&#39;s experience while the customer is still at the service provider or retail sales location. And, if the experience is negative, the invention embodied in these networks provide automated evaluation and filtering of the feedback information with real-time notifications to selected personnel so the customer&#39;s concerns can be addressed immediately so as to rectify the negative experience with personal attention to the consumer, and preserve the client relationship for the future before the customer departs from the service provider or retail sales location or a short time thereafter. 
     Identity information relating to the customer can also be preserved in the networks so that the customer and its location can be identified as being present at the service provider or retail sales location upon a subsequent visit, and real-time notifications can be sent to selected personnel so that the customer experience during the subsequent visit to that location can be enhanced in some manner or more personal attention can be provided to reduce the risk of a negative experience. 
     The following system components, steps and functionality individually are believed to be novel and enhance the operation of the computer system over than of a generic computer system, including the components, steps and functionality relating to: (1) entry of customer experience feedback into the system, (2) then, automated evaluation and filtering of that information on a real-time base, (3) then, real-time notification of selected personnel regarding the customer experience feedback information prior to the customer departing the service provider or retail sales location, where selected personnel include specific members of teams, users, groups or companies (e.g. higher level management), and (4) then, having one or more selected personnel at the service provider or retail sales location address the customer&#39;s concerns to enhance the customer&#39;s evaluation of the experience or enhance subsequent visits to the service provider or retail sales location. The real-time notifications to said selected personnel include customer background information, survey results, service provider information and services provided to the customer. 
     Subsequently, after, step 4, the customer and its location can be identified as being present at the service provider or retail sales location upon a subsequent visit, and real-time notifications can be sent to selected personnel so that the customer experience during the subsequent visit to that location can be enhanced in some manner or more personal attention can be provided to reduce the risk of a negative experience. This ordered sequence of steps 1-4, with and without the addition of the subsequent location recognition steps, is believed to be novel in that the ordered combination of steps transforms the claims into patent-eligible subject matter. 
     Additionally, components, functionality and steps supported by these networks include the preparation and revision of standard or individualized feedback evaluation questions by authorized users, with flexible assignment of these evaluation questionnaires for specific members of companies, teams, users, or groups providing services or products or entire groups of users, teams or companies. And, the networks provide for the flexible assignment of team members, users, and companies, as well as the preparation and transmission of messaging to entire team members, users, groups and companies or specific members of teams, users, companies, and groups. These flexibly assigned team members, users and companies can receive real-time notifications by text, email or other instant messaging, as well as daily or periodic reports, inquiries, notifications or bulletins to by the same message formats to improve work flow and attention to the customer experience. 
     Based on the evaluation and filtering of customer feedback evaluations, the networks provide benchmark information and trending information that can be developed and provided in notifications to selected personnel, including trending information regarding the performance of individuals in a group, team, or company or entire groups of users, teams, or companies. Such trending information can identify individuals or groups that are under-performing or exceeding benchmark standards set by management or officers of the business to that rewards, bonuses, or additional training can be provided based on those results. 
     Each of these additional components, functionalities and steps, when combined with the attributes, components and steps described immediately above, are considered to be novel because each individually enhances the operation of the computer system over than of a generic computer system. Moreover, the ordered sequence of steps 1-4, with the additional components, functionalities and steps and with the addition of the subsequent location recognition steps, is believed to be novel in that the ordered combination of steps transforms the claims into patent-eligible subject matter. 
     The process workflow for the present invention is shown in  FIG. 4 , where the main page  401  can access other pages in the program via connection  402 . From the main page  401 , the profiles of users, team members, companies or groups can be viewed on the profiles page  410 , and the profiles can be edited on edit profile page  415  via connection  412 . From the main page  401 , the questions can be reviewed for standard questions or particularize users, team members, companies or groups on the questions page  420 , and the questions can be edited on question edit page  425  via connection  423 . Using the editing page, a dealer, user, group, team member or department can have questions asked that are particularized for their service or abilities, and the evaluation of these questions by the network can provide a benchmark standard for typical, mean or median responses (within the standard of deviation) so that personnel will be notified if responses are received outside or below that benchmark standard. 
     From the main page  401 , the dealer identification profile can be viewed on the dealer profile page  430 , and the dealer profile can be edited on edit profile page  435  via connection  433 . From the main page  401 , the group profiles can be viewed on page  440 , and the group profiles can be edited on page  445  via connection  443 . From the main page  401 , the profiles of users can be viewed on the user&#39;s profiles page  450 , and the user profiles can be edited on page  450  via connection  453 . From the main page  401 , the profiles of team members can be viewed on the team profiles page  460 , and the team profiles can be edited on edit team profile page  465  via connection  463 . 
     Messages can be viewed as received by a person on the network as shown on message page  470  as accessed via connection  402  from the main page  401 , and messages can be edited on the edit message page  475  as connected to message page  470  via connection  473 . Reports are generated and selected through reports screen  480 , as accessed through connection  402  from the main screen  401 . Reports can be viewed and generated from screen  480  via connection  483  to notifications report  486  accessed through connection  485  (which is connected to a notifications sent report page  488  accessed from notifications page  486  through connection  487 , user listing reports  492  (can include users, groups, companies, or teams) accessed through connection  491 , maintenance report  494  accessed through connection  493 , survey results report  496  accessed through connection  495 , trending report  498  accessed through connection  497 . Daily reports can also be generated from page  480 , which will include the benchmark standards for selected users, group, company, team or department using a benchmark rating subroutine. The authorization access report page  499  can be accessed via connection  499 . 
     As shown in  FIGS. 5A-5I , several different graphical user interfaces for the mobile hand-held unit or the desktop application are shown. These user interfaces include the messages user interface  500  shown in  FIG. 5A , which shows the message  501  to be sent, the type of message selected  503 , the recipients  504  and a send button  505 . The trending interface  510  is shown in  FIG. 5B  with the advisor selection  509 , cashier selection  511 , filter engage or reset buttons  513 , and the graphical trending data chart  515  for evaluation answers provided by customers. The Questions user interface  520  shown in  FIG. 5C  includes the questions posed  522  posed to customers, edit buttons  521  and the archived questions  523 . The edit questions user interface  530  shown in  FIG. 5D  shows the question being edited  531 , the answer format  532 , the notification setting  533 , the range of customer answers  534 , required answer field  536 , sort order  537  for question presentation, benchmark selection  538  for use in benchmarking the results, and a save/cancel button  538 . 
     The edit user interface  540  is shown in  FIG. 5E  with a first name  544  and last name  541  fields, an email address  545 , phone/text number  542 , a selection to use for text alerts and messages  543   a , a selection to use for email alerts and messages  543   b , a notification status  546 , a department selection field  547 , access/permission field  548 , password and confirm password fields  549 , and a save/cancel button  542   a . The edit team member interface  550  is shown in  FIG. 5F  with a first name  551  and last name  552  entry field, a type field  553  for the member, a notification status field  554 , and email address  555  field with selection button, a phone/text number entry field  556  with selection button, an active button  557 , and a save/cancel button  558 . A send message interface  560  is shown in  FIG. 5G , which shows the message  561  to be sent, the type of message selected  562 , the recipients  563  and a send button  564 . The Reports interface for Notifications  570  is shown in  FIG. 5H  with different company listings  571 ,  572  and  573  and the details buttons  575  to provide additional information on the company. The Reports interface for Trending  580  is shown in  FIG. 5I  with the notification status  581 , the user identification  582 , the selection buttons for advisor, cashier, filter and reset buttons  583  and the trending results by question  584 ,  585  and  586 . 
     The foregoing description of embodiments of the invention has been presented only for the purpose of illustration and description and is not intended to be exhaustive or to limit the invention to the precise forms disclosed. Numerous modifications and adaptations thereof will be apparent to those skilled in the art without departing from the spirit and scope of the present invention.