Abstract:
A feedback system including a controller configured to: register a system account for each of a plurality of users, wherein the feedback system account includes a unique identification code for each of the plurality of users; provide a graphic user interface through which a first user: generates a request for feedback; selects one or more groups to which to communicate the request for feedback, where in the selection of the groups includes associating one or more unique identification codes with each of the groups; receives feedback from at least a second user associated with a unique identification code associated with one of the groups, wherein, upon receipt of the feedback from the second user, the first user is automatically authorized to reply to the second user; and accesses feedback analytics related to the feedback received in response to the request for feedback.

Description:
CROSS-REFERENCE TO RELATED APPLICATIONS 
       [0001]    This application incorporates by reference and claims priority to U.S. Provisional Patent Application No. 61/803,914 filed Mar. 21, 2013. 
     
    
     BACKGROUND OF THE INVENTION 
       [0002]    The present subject matter relates generally to a system for interactive feedback between consumers and businesses. More specifically, the present invention relates to systems that enable users to send feedback other users, to request feedback from other users, to respond to feedback, and to view summaries and statistics of feedback received. Using the systems and methods described herein, individuals and companies can send, receive, respond to, and request feedback conversations that are tracked by company, by location, by department, by employee, by user group, and by individual user. The users are also able to view summaries and statistics of the feedback and feedback requests sent and received using the systems and methods described herein. 
         [0003]    Receiving feedback from consumers is an important business process. Feedback helps businesses to correct mistakes, find new opportunities, reduce cost, and create value. Likewise, consumers find value in providing feedback to businesses so that the business may meet the customers&#39; needs, to compliment good service, or to remedy poor service. 
         [0004]    Previous approaches to providing and receiving feedback to businesses have generally been ad hoc and incomplete. One previous feedback mechanism is the feedback card. This form of feedback fails to take advantage of the speed offered by new technologies. Additionally, the right party in the business for the feedback may not necessarily receive feedback cards. Newer technologies, such as feedback email addresses, may speed the delivery of feedback, but do not ensure that the feedback is received by the appropriate party. There is a need for feedback that is quickly received by the correct party. 
         [0005]    Additionally, previous feedback systems failed to direct feedback to the appropriate business unit to receive and act on the feedback. For example, a business may have many different business locations. A customer may want to provide feedback about the specific location, provide feedback to certain employees, or provide feedback to the corporate office. Previously used in-store feedback cards may not provide the consumer a sufficient assurance that the feedback will be seen by corporate. Additionally, previous systems provide little expectation of a timely response. 
         [0006]    Further, previous feedback mechanisms failed to provide summary statistics to permit decision makers to leverage feedback to find actionable insights. 
         [0007]    Accordingly, there is a need for a feedback system to send feedback to other users, request feedback from other users, to respond to feedback, and to view summaries and statistics of feedback received, as described herein. 
       BRIEF SUMMARY OF THE INVENTION 
       [0008]    To meet the needs described above and others, the present disclosure provides an interactive feedback system enabling communication between consumers, businesses, employees, etc. The systems and methods generally provide functionality for businesses to connect with any other company and any individual who is connected to their business in any way, whether as an advisor, investor, supplier, distributor, contractor, employee, customer, affiliate, strategic partner, etc. The systems and methods described herein apply for all business connections, as will be recognized by those skilled in the art based on the descriptions provided herein. 
         [0009]    On the personal side, the systems and methods enable individuals to connect to any business or other personal user with whom they desire to send, receive, respond to, and request feedback conversations. For sake of clarity, most of the examples provided herein are framed from the perspective of business to individual communications. These examples are not intended to be limiting. 
         [0010]    The feedback system may be provided as a user device application running on a mobile device that communicates with a server to permit communication between consumers and businesses. Using the mobile application, users may send feedback to other users, request feedback from other users, respond to feedback, and view summaries and statistics of feedback received (i.e., feedback analytics). When using the feedback system, the feedback system may present to the user a user interface including a series of screens to perform the functionality of the system by receiving input and providing output. 
         [0011]    Individual users may use the feedback system to send feedback to other individual users that the user is connected to in the feedback system and to companies in the feedback system. Users may be individuals, companies, company subunits, employees, etc. For a company in the feedback system, feedback may be directed to the company as a whole, to specific locations, to specific departments, and to specific employees. Feedback may be sent under the user&#39;s name, or may be sent anonymously. Any user who receives feedback in the feedback system may reply to the feedback the user has received to begin a conversation. 
         [0012]    Feedback may include: a freeform text feedback where the user may provide written comments, a selection of a category of feedback, e.g. whether the feedback is praise, a critique, or a suggestion; a selection of the type of feedback, e.g., Ambiance, Customer Service, Safety Concern, Location, Product Quality, Cleanliness, Staff, etc. Feedback may identify the party to receive the feedback. In an embodiment, the feedback may be directed to users that the user has connected with using social connections functionality. In other embodiments, GPS functionality of a user device may be used to locate nearby businesses to which feedback may be provided. In further embodiments, the user may use an identification code provided by another user to identify that user to the system and provide feedback and/or connect with that user using the social connections functionality. 
         [0013]    The feedback system may include connections functionality to connect users on the feedback system. For example, companies may add managers and employees to the company profile and assign them to them to specific locations and or departments. Each employee may have associated permissions that may or may not permit the employee to communicate with customers in the feedback system, to view analytics for the business or business units, or to otherwise interact with the customers of the business. 
         [0014]    Employees, other users, and other companies may connect to a company&#39;s account and leave feedback, and that company may send responses through the feedback system directly to those users who left feedback. Feedback for a company or a company subunit may be delegated to administrators who may engage in conversations with the user providing the feedback. Further, some conversations may include multiple parties. For example, users may create groups in the app to manually segment their connections in specific ways that make their responses to certain feedback requests more targeted and contextual, i.e.—Suppliers, Distributors, Investors, Friends, Colleagues, etc. 
         [0015]    In an embodiment, a user may use the feedback system to send unsolicited feedback. For example, using a mobile device, a user may access a feedback form screen of the feedback system for inputting feedback to send to another user, such as a business. On the feedback form screen, the user may first select a feedback type, such as feedback or suggestion. Then, the user may also select a feedback tone category such as praise, critique. Next, the user may enter comments into a freeform text feedback box. After that, the user may select a recipient using recipient selection screens. Further, the user may elect to make the feedback anonymous by activating the anonymity button. Finally, when the user is satisfied with the feedback, the user may select the send button to trigger the feedback system to deliver the feedback to the recipient. It is contemplated that in other embodiments, feedback may include further information. For example, feedback may include a rating to indicate satisfaction with their interaction with the business. Further, the submission of the feedback may be accompanied by social media functions such that the user can first share the feedback to the company and then be prompted to share to the feedback across one or more of the user&#39;s social networks, including the communication of the business&#39;s identification code such that others in the social network may also provide feedback to the business or may otherwise connect with the business. 
         [0016]    In an embodiment, the feedback system may further permit a user, such as a business, to solicit feedback from other users by sending a request for feedback. For example, using a mobile device, an employee of the business may access a request for feedback screen of the feedback system. The request for feedback screen may include a freeform text box to input the feedback request text. A sender input may permit the user to select the sender of the request for feedback, such as their business or personal account. A feedback request type button may permit the user to choose between requesting direct feedback or open feedback. Direct will send request to a selected group of individuals and allow a specified amount of time for individuals to answer requests. Open will create a QR code and/or request identification code that can be used by users to respond to a request for feedback. The user may select a recipient using a recipient selection input. The user may also specify a close time to limit the time users have to provide the feedback and encourage promptly answering the request for feedback. In an embodiment, the feedback system may permit users to limit response time for direct requests to a limited time period, for example, within 6 hrs, 12 hrs, 24 hrs, 48 hrs, etc. 
         [0017]    When a user receives a request for feedback, the user may access a request response screen of the feedback system to enter a response. The request response screen may display details of the request for feedback, such as: feedback request text; sender; identification code of the sender; and close time. The user may select a feedback tone category, such as praise or critique, and enter feedback comments into a freeform feedback box. The user may choose to send the feedback anonymously using an anonymity button. After entering the comments, the user may click the send button to send the feedback to sender of the request for feedback. 
         [0018]    The feedback system may include functionality to view summaries and statistics of feedback received. For example, company administrators and employees can view analytics for any unsolicited feedback received or responses to feedback requests for any location, department, or employee that they have hierarchal permission to view. Additionally, individual users, such as employees, may view analytics for any unsolicited feedback received or responses to feedback requests sent and received. 
         [0019]    For example, a business statistics screen of the feedback system may permit viewing of summary statistics of the feedback received by a business. The business statistics screen may include overview information of the business, such as the number of locations, number of departments, number of employees, number of managers, number of groups, and number of connections. An overview praise statistic may show the percentage of feedback received that was categorized as praise. A total requests statistic may list the number of requests for feedback sent, and list the total praise, and total critiques. A total feedback messages statistic may list the number of messages of feedback received, and list the total feedback praise, total feedback critiques, and the total suggestions. 
         [0020]    As another example, a business subunit summaries screen of the feedback system may display summary statistics of the feedback received by the subunits of a business. The business subunit summaries screen may include a listing of various business subunits, such as locations, departments, employees, etc. For each subunit, the business subunit summaries screen may include a subunit praise statistic that may reflect the percentage of positive feedback that the subunit has received. 
         [0021]    In some embodiment, the feedback system may enable feedback collaborations between companies. For example, many companies sell products to distributors rather than the end customer, and thus have no way to communicate directly with the end customer. Using the feedback system, the distributor may permit the company to send an indirect request for feedback directly to its consumers. The feedback, analytics, etc. from that request may be forwarded to the company without permitting the company direct access to the relationships and connections of the distributor. 
         [0022]    In some embodiments, the feedback system may be integrated with point-of-sale retail systems. By linking the systems, every purchase online and at every cash register of a user of the feedback system may be fed into a user&#39;s profile so that the company knows what the user purchased. Further, users may then be queried for feedback regarding the user&#39;s purchase experience. Additionally, the feedback system may permit the business to follow-up and ask customers would they like to purchase additional items, such as related goods and services. 
         [0023]    In some embodiments, the feedback system may permit a business user to compare their summaries and statistics to other users. For example, the feedback system may include a standardized rating system. The rating system may rate or rank businesses in the feedback system. The ratings may include feedback-rating percentages broken down by Country, Region, Industry, and Business Type for all companies in every market and segment across the world. Additionally, a real-time, trending, public dashboard may allows customers to view a feedback message board as well as feedback approval rating percentages for specific companies all over the world. Additionally, the rating system may compare companies against each other in specific categories like Customer Service, Product Quality, Cleanliness, Staff Knowledgeability, etc. The rating comparisons may be viewed by businesses and users so that the rating may be both used as a business intelligence tool for business-to-business ranking of companies, and as a simple tool for a user looking to find businesses based on feedback from customer feedback of that business. 
         [0024]    In an embodiment, the feedback system includes: a controller; and a memory coupled to the controller, wherein the memory is configured to store program instructions executable by the controller; wherein in response to executing the program instructions, the controller is configured to: register a system account for each of a plurality of users, wherein the feedback system account includes a unique identification code for each of the plurality of users; provide a graphic user interface through which each user may send feedback to other users, request feedback from other users, respond to feedback from other users, and view feedback analytics, wherein the graphic user interface provides a selected feedback tone category and a freeform text feedback input; wherein, when a first user provides feedback to a second user, a unique communication thread is generated for communications related to the feedback; wherein the feedback is tracked by its relationship with a unique identification code to generate feedback analytics including aggregated selected feedback tone category analytics. 
         [0025]    In an embodiment, the feedback tone category is selected from the group consisting of praise and critique. Additionally, in some embodiments, the first user provides feedback to the second user anonymously, such that the identity of the first user is unknown to the second user. 
         [0026]    In an embodiment, the plurality of users includes one or more users that is an individual and one or more of users that is a businesses. Additionally, in some embodiment, the second user is a business. Further in some embodiments, the business is a business unit. In some embodiments, the business unit is a business location. And in some embodiments, the business unit is a business department. Further, in some embodiments, the business unit is an employee. 
         [0027]    In an embodiment, the first user is an individual for which the unique identification code is associated with demographic information. Additionally, in some embodiments, the first user is an individual for which the unique demographic information is a location. 
         [0028]    In some embodiments, requesting feedback from other users includes the steps of: generating a request for feedback; selecting one or more groups to which to communicate the request for feedback, where in the selection of the groups includes associating one or more unique identification codes with each of the groups; receiving feedback from at least a second user associated with a unique identification code associated with one of the groups, wherein, upon receipt of the feedback from the second user, the first user is automatically authorized to reply to the second user; and accessing feedback analytics related to the feedback received in response to the request for feedback. 
         [0029]    In an embodiment, the group is selected such that the users associated with the group of one or more unique identification codes share common demographic information. And, in some embodiments, the common demographic information is a location. 
         [0030]    In another embodiment, a feedback system for generating direct requests includes: a controller; and a memory coupled to the controller, wherein the memory is configured to store program instructions executable by the controller; wherein in response to executing the program instructions, the controller is configured to: register a system account for each of a plurality of users, wherein the feedback system account includes a unique identification code for each of the plurality of users; provide a graphic user interface through which a first user: generates a request for feedback; selects one or more groups to which to communicate the request for feedback, where in the selection of the groups includes associating one or more unique identification codes with each of the groups; receives feedback from at least a second user associated with a unique identification code associated with one of the groups, wherein, upon receipt of the feedback from the second user, a unique communication thread is generated for communications related to the feedback; and accesses feedback analytics related to the feedback received in response to the request for feedback. 
         [0031]    In an embodiment, the group is selected such that the users associated with the group of one or more unique identification codes share common demographic information. Additionally, in some embodiments, the common demographic information is a location. Further, in some embodiments, the feedback received from the second user in anonymous. Even further, in some embodiments, the feedback received from the second user includes a selected feedback tone category selected from the group consisting of praise and critique. 
         [0032]    In another example, a feedback system for generating open requests includes: a controller; and a memory coupled to the controller, wherein the memory is configured to store program instructions executable by the controller; wherein in response to executing the program instructions, the controller is configured to: register a system account for each of a plurality of users, wherein the feedback system account includes a unique identification code for each of the plurality of users; provide a graphic user interface through which a first user: generates a request for feedback, wherein the request for feedback includes a unique identification code; publicly communicates the request for feedback and the unique identification code to an unspecified audience; receives feedback from at least a second user associated with a unique identification code, wherein, upon receipt of the feedback from the second user, a unique communication thread is generated for communications related to the feedback; and accesses feedback analytics related to the feedback received in response to the request for feedback. 
         [0033]    The systems and methods described herein are primarily directed to requesting, providing, and receiving feedback, as shown by the primary examples. However, it is contemplated that the same infrastructure may be particularly well adapted to providing offers to customers and potential customers. For example, rather than sending an open request for feedback or a direct request for feedback, a user may use the communication channels established in the systems and methods described to provide an offer to a customer. By applying a unique identification code to each user and to an offer, the communication and analytics properties described herein may be applied to the offers. These offers may additionally, or alternatively, be piggybacked onto communications related to a request for feedback. For example, in response to specific praise or criticism, a business may reward a customer with a discount code or other coupon or reward. The systems and methods described herein are particularly well-adapted for providing targeted offers and rewards to specific users, as will be recognized by those skilled in the art based on the descriptions provided herein. 
         [0034]    Additional functionality may be provided such that any time a request for feedback is made (open request or direct request), an associated microsite may be generated. A QR code, link, or other access path may be generated to enable third parties to access the microsite to provide feedback. The feedback received at the microsite is not limited to users that have assigned identification codes. Rather, the feedback received at the microsite may be provided by any person and may be funneled into a generic feedback bucket. Because the feedback is provided without an identification code, the recipient of the feedback is not able to communicate back to the person providing the feedback. This functionality enables the feedback net to expand to cover any person with access to the Internet, even if the person is not a user registered in the system. Similarly, there may be a unique microsite associated with each entity/user, regardless of whether the user has requested feedback. Such microsite may be automatically generated when a user is assigned an identification code. 
         [0035]    An object of the invention is to provide consumers a way to send fast, direct to feedback to businesses. 
         [0036]    Another object of the invention is to provide a channel to received consumer feedback quickly and accurately. 
         [0037]    An advantage of the invention is that it provides a mechanism to engage consumers directly about their experiences with a company. 
         [0038]    Another advantage of the invention is that it provides a mechanism to reach out to consumers to obtain further feedback. 
         [0039]    A further advantage of the invention is that it provides statistical insights into received feedback. 
         [0040]    Additional objects, advantages and novel features of the examples will be set forth in part in the description which follows, and in part will become apparent to those skilled in the art upon examination of the following description and the accompanying drawings or may be learned by production or operation of the examples. The objects and advantages of the concepts may be realized and attained by means of the methodologies, instrumentalities and combinations particularly pointed out in the appended claims. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0041]    The drawing figures depict one or more implementations in accord with the present concepts, by way of example only, not by way of limitations. In the figures, like reference numerals refer to the same or similar elements. 
           [0042]      FIG. 1  illustrates the ecosystem of an example of a feedback system. 
           [0043]      FIG. 2  is an example feedback form screen of the feedback system for inputting feedback to send to another user. 
           [0044]      FIG. 3  is an example recipient category selection screen of the feedback system for searching recipients by category. 
           [0045]      FIG. 4  is a diagram illustrating the relationship between various feedback units in the feedback system. 
           [0046]      FIG. 5  is an example send feedback dashboard screen of the feedback system for viewing sent feedback and requests for feedback. 
           [0047]      FIG. 6  is an example receive feedback dashboard of the feedback system for viewing the feedback of a user. 
           [0048]      FIG. 7  is an example view critiques screen of the feedback system for viewing feedback critical of the user. 
           [0049]      FIG. 8  is an example create request for feedback screen of the feedback system for creating a request for feedback. 
           [0050]      FIG. 9  is an example request response screen of the feedback system for responding to a request for feedback. 
           [0051]      FIG. 10  is an example feedback detail screen of the feedback system for viewing the feedback in detail. 
           [0052]      FIG. 11  is an example response to feedback screen of the feedback system for responding to feedback from another user. 
           [0053]      FIG. 12  is an example of a conversation view screen of the feedback system for viewing a feedback conversation with another user. 
           [0054]      FIG. 13  is an example feedback request dashboard screen of the feedback system for viewing feedback conversations initiated using a request for feedback. 
           [0055]      FIG. 14  is an example of a business statistics screen of the feedback system for viewing summary statistics of the feedback received by a business. 
           [0056]      FIG. 15  is an example of a business subunit summaries screen of the feedback system for displaying summary statistics of the feedback received by the subunits of a business. 
       
    
    
     DETAILED DESCRIPTION OF THE INVENTION 
       [0057]      FIG. 1  illustrates the ecosystem of an example of a feedback system  10 . As shown in  FIG. 1 , the feedback system  10  may include a user device  30  running a feedback application in communication with a server  15  accessible over a network  40 , such as the Internet. Users  20  may include employees  22  of a business  24 . It is understood that many types of organizations may choose to use the feedback system  10 , for convenience, business  24  may refer to any non-individual user  20  of the feedback system  10 . Every user  20  in the system and collections of users  20  may be represented by a unique identification code  95  ( FIG. 6 ). Users  20  may link their feedback system  10  account with other social media, such as Facebook or Twitter, to permit businesses  24  to monitor user feedback  55  across multiple media channels. 
         [0058]      FIG. 2  is an example feedback form screen  50  of the feedback system  10  for inputting feedback  55  to send to another user  20 . At any time, a user  20  may choose to provide feedback to another user  20 , such as a business  24 , and may access the feedback form screen  50 . Through the feedback form screen  50 , the user  20  may first select a feedback type  60 , such as “feedback” or “suggestion.” Then, the user  20  may select a feedback tone category  70  such as “praise” or “critique.” Next, the user  20  may enter comments into a freeform text feedback input  80 . After that, the user  20  may select a recipient  90  using recipient selection screens. The recipient  90  may be another user  20  or may be multiple users  20 , such as a group  27 . Further, the user  20  may elect to make the feedback anonymous by activating the anonymity button  100 . Finally, when the user  20  is satisfied with the feedback  55 , the user may select the send button  105  to trigger the feedback system  10  to deliver the feedback  55  to the recipient  90 . In further embodiments, the user  20  may be permitted to include images, videos, files, etc. as part of the feedback  55 . 
         [0059]    Accordingly, in one specific embodiment of the feedback system  10 , a user  20  may use the feedback form screen  50  to provide feedback classified as a specific feedback type (e.g., feedback, suggestion, etc.), and a specific feedback tone category (e.g., limited to a binary choice between either praise or critique), accompanying freeform feedback comments  85 . Thus, even freeform feedback comments  85  may be quickly sorted and categorized for purposes of analytics, particularly aggregated analytics from one or more users  20 . It is contemplated that in other embodiments, feedback may include further information. For example, feedback may include a rating to indicate satisfaction with their interaction with the business  24 . 
         [0060]    To find recipients  90 , the users  20  may access a recipient category selection screen  120  of the feedback system  10 , as shown in  FIG. 3 . The recipient category selection screen  120  may be used for searching recipients  90  by connection groups  130 . Connection groups  130  may include, for example: all connections  131 , companies and organizations  132 , people  133 , groups  134 , and unconfirmed connections  135 . After selecting a connection group  130 , the user  20  may be presented with a list of recipients  90  in that connection group  130 . A connection group  130  may represent the connections of a business  24 , locations  25 , departments  26 , employees  22 , and group  27 . Connection groups  130  may be hierarchical, such that selecting a connection group  130  may reveal further connection groups  130 . For example, if the user  20  selects companies and organizations  132 , a list of connection groups  130  each representing a business  24  may be displayed. The user  20  may browse a connections group  130  for a business  24  find other users  20 , such as a location  25 , based on the hierarchical relationships between users  20 . Users may additionally search other users  20  using a search box  310 . The search box  310  may permit users to further limit recipients  90  to businesses  90  or public figures. 
         [0061]    To better illustrate the relationship between users  20  in the feedback system  10 ,  FIG. 4  is a diagram illustrating the relationships between various types of users  20 . As shown, the feedback system  10  may permit business  40  to have user accounts for the business  40  and business subunits, such as locations  25 , departments  26 , employees  22 , and connections  28 . When browsing the feedback system  10 , a user  20  may navigate the connection groups  130  representing the hierarchical relationships to find a desired user  20 . 
         [0062]    The hierarchical relationship between users  20  may be managed using the identification codes  95 . Each identification code  95  may be a trackable unique identifier generated automatically for every single user  10  and entity in the feedback system  10  (such as a request for feedback  160 , business  24 , location  25 , group  27 , etc.). Users  20  may use another user&#39;s identification code  95  to establish a connection with that user  20  and/or to provide feedback  55  to that user. Additionally, the feedback system  10  may require a user  20  to use another user&#39;s identification code  95  when signing up in order to track the individual or business referring a new user  20 . 
         [0063]    Users  20  may manually sort users  20  connected to their account into groups  27 . A group  27  may be given its own identification code  95 . New users  20  may be given the identification code  95  of a group  27  to permit that user  20  to connect with the user  20  that created the group  27 . Using this functionality, a business  24  may create a group  27  and use the identification code  95  of that group  27  in their advertisements to pre-segment new connections into different groups  27 . By separating users  20  into groups  27  identifiable with the identification code  95 , a user  20  may target those groups  27  with requests for feedback  160 , and view statistics relating to the feedback  55  received from those groups  27 . 
         [0064]    To navigate the feedback a user  20  has provided or received, the user  20  may access various dashboards. For example,  FIG. 5  is an example send feedback dashboard screen  300  of the feedback system  10  for viewing sent feedback  150  and requests for feedback  160 . A user  20  may access the send feedback dashboard screen  300  to view incoming requests for feedback  160  or sent feedback  150 . The user  20  may select a request for feedback  160  to respond to the request on a request response screen  370 . In other embodiments, a user  20  may be given an identification code  95 , for example, via scanning a QR code, to access a request for feedback  160 . Additionally, a user  20  may select an item of sent feedback  150  to view the feedback conversation  170 . The user  20  may use a search box  310  to search requests for feedback  160  and sent feedback  150  by message wording, sender name or identification code, recipient name or identification code, type and feedback tone category, etc. 
         [0065]    As another example of a dashboard,  FIG. 6  is an example receive feedback dashboard screen  330  of the feedback system for viewing the user&#39;s own feedback  55 . A user  20  may receive feedback  55  from any other user  20 . Feedback  55  may include feedback categories  70  such as praises  72  and critiques  74 , and may also include suggestions  76 . The receive feedback dashboard  320  may show summary statistics for each feedback tone category. In the example shown in  FIG. 6 , the feedback dashboard screen  330  includes the user  20 , identification code  95 , total number  331  of feedback messages. Statistics concerning feedback  55  may be displayed for each of praises  72 , critiques  74 , and suggestions  76 , and may include: number viewed  335 , number responded  332 , number unread  333 , number ignored  334 , and number requesting another opinion  335 . The user  20  may click on praises  72 , critiques  74 , and suggestions  76  to bring up a screen listing feedback conversations  170 . In other embodiments, in addition to statistics for praises  72 , critiques  74 , and suggestions  76 , the example receive feedback dashboard screen  330  may include summaries and statistics for feedback categories  70  based on tags assigned to received feedback  55 . 
         [0066]    For example,  FIG. 7  is an example view critiques screen  340  of the feedback system  10  for viewing feedback critical of the user  20 . Similar screens may be provided for praises  72  and suggestions  76 . The view critiques screen  340  may list feedback conversations  170 . For each feedback conversations  170 , the view critiques screen  340  may include: a preview  510  of the feedback comments  85 ; the status  540  of the feedback comments  85 ; the time  410  the feedback  55  was sent; and the last action  345  taken by the user  20  in the feedback conversations  170 . 
         [0067]      FIG. 8  is an example create request for feedback screen  350  of the feedback system  10  for creating a request for feedback  160 . A user  20  may access create request for feedback screen  350  directly, or by choosing to request further feedback using the request another opinion button. The request for feedback screen  350  may include a freeform text box  351  to input the feedback request text  162 . A sender input  352  may permit the user  20  to select the sender  164  of the request for feedback  160 , such as their business or personal account. A feedback request type button  353  may permit the user  20  to choose between requesting direct feedback or open feedback. A direct request for feedback  160  is made by sending a request to a selected group of users  20 , optionally including a specified amount of time for users  20  to answer the request. The user  20  may select a recipient  90  using a recipient selection input  354 . By contrast, an open request for feedback  160  creates a QR code and/or request identification code  95  that can be used by users  20  to respond to a request for feedback  160 , but is not necessarily sent directly to specific users  20 . For example, an open request for feedback  160  may be made by providing a QR code in a print advertisement or in video advertising from which any viewer may provide feedback  55 . The user  20  may also specify a close time  165  to limit the time users  20  have to provide the feedback and encourage promptly answering the open request for feedback  160 . In an embodiment, the feedback system  10  may permit users to limit response time for direct requests to a limited time period, for example, within 6 hrs, 12 hrs, 24 hrs, 48 hrs, etc. In some embodiments, requests for feedback  160  may include discounts or incentives. These discounts and incentives may be for limited times, and may be used to encourage writing feedback  55  or further engagement with the business  24 . 
         [0068]    In response to feedback  55  received in the system  10 , the system  10  creates a unique communication thread (i.e., organized grouping of communications related to the feedback  55 ) to which all related communications are tied. The communication thread may receive its own unique identification code  95  to help to organize the communications. 
         [0069]    It is contemplated that in some version of the feedback system  10 , the only way a business can open a communication thread with a customer is by using an open request or a direct request, but non-business users  20  can initiate communication with businesses without the limitations of an open or direct request. 
         [0070]    As noted, requests for feedback  160  may be each given an identification code  95 . Identification codes  95  may be given out as a part of a marketing campaign. For example, in such a campaign, the business  24  may distribute a number of distinct ads targeted at specific groups of identification codes  95 . The business  24  may then request feedback using the identification code  95  of a request for feedback  160 . For each identification code  95 , the feedback  55  may aggregate the responding users  20  into groups  27  associated with the identification code  95  each user  20  referenced. Using the statistics and summary functionality, the business  24  may then learn how its various advertisements performed across various groups. For example, the business  24  could run tests of three distinct ads in each of the various U.S. regions and quickly learn which ads fare best in each region. 
         [0071]    If the user  20  selects a request for feedback  160 , the user  20  is taken to the request response screen  370  shown in  FIG. 9 . The request response screen  370  may display details of the request for feedback  160 , such as: feedback request text  162 ; sender  164 ; identification code  95  of the sender  164 ; and close time  165 . The feedback sender  164  may include both the business  24  sending the request for feedback  160  and the details of an individual sending employee  22 , such as a name and picture, to create the feel of a genuine human connection. The user  20  may select a feedback tone category  70 , such as praise or critique, and enter feedback comments  85  into a freeform feedback input  80 . The user  20  may choose to send the feedback anonymously using an anonymity button  100 . After entering the comments, the user  20  may click the send button  105  to send the feedback  55  to sender  164  of the request for feedback  160 . 
         [0072]      FIG. 10  is an example feedback detail screen  400  of the feedback system  10  for viewing the feedback  55  in detail. The feedback detail screen  400  may permit the user  20  to view the details of the feedback  55 , including the feedback tone category  70 , the feedback comments  85 , the user  20  providing the feedback  55 , the time  410  that the feedback  55  was posted. The feedback detail screen  400  may further provide a respond button  420  to take the user to a response to feedback screen  450 , a request another opinion  430  button to permit the user to request further feedback  55  using a request for feedback  160 , and an ignore button  440  to mark the feedback  55  as ignored. In other embodiments, the feedback detail screen  400  may include an input to flag feedback  55  with different levels of importance, such as “urgent,” when needed. Additionally, in other embodiments, the feedback detail screen  400  may include tagging functionality to permit users  20  to tag feedback  55  for later searching. Tags may act as further feedback categories  70 , and summaries and statistics may be provided for each tag. 
         [0073]    If the user  20  clicks the respond button, the user interface displays the response to feedback screen  450  shown in  FIG. 11 . The response to feedback screen  450  may include the details of the feedback  55 , such as the feedback tone category  70 , the feedback comments  85 , the user  20  providing the feedback  55 , and the time that the feedback  55  was posted. The response to feedback screen  450  may include a freeform text feedback response box  460  in which a user  20  may enter a feedback response  465  starting a feedback conversation. After entering a response, the user  20  may accept the feedback response  465  using the send button  105 . The feedback system  10  may then forward the feedback response  465  to the user  20  that provided the feedback  55  as shown in the conversation view screen  470  of  FIG. 12 . 
         [0074]    Business  24  may respond directly to a user  20  who has left them negative feedback  55  to attempt to offer a resolution to the issue, even if the user  20  wishes to remain confidential throughout that communication process. If the user  20  is satisfied with the resolution the business  24  provides, the user  20  may be permitted to make an update to their initial feedback  55  as “Resolved”, which in turn may be reflected in the businesses  24  statistics and ratings on the feedback system  10 . 
         [0075]    The feedback system  10  may include functionality to view summaries and statistics of feedback  55  received. For example, company administrators and employees  22  may view analytics for any unsolicited feedback  55  received or responses to request for feedback  160  for any location  25 , department  26 , employees  22 , or groups  27  that they have hierarchal permission to view. Additionally, individual users  20 , such as employees  22 , may view analytics for any unsolicited feedback  55  received or responses to feedback requests sent to the user  20 . For example, the feedback system  10  may include rankings of various businesses  24  based on feedback  55  or based on customer feedback approval ratings in standardized categories, such as geographic or industry categories. 
         [0076]    Though feedback  55  may anonymous, the feedback system  10  may track internally how many times the same user  20  gives a company positive or negative feedback  55 . The feedback system  10  may also track how many times that user  20  gives feedback  55  on various businesses  24  and topics, and may calculate metrics on how many times specific users  20  and the average person gives positive, negative, or suggestion-based feedback  55  on the businesses  24  they have connected with. In some instances, this information can be used to gain better insight into whether a specific user  20  is more or less likely than typical to like or give positive, negative, or suggestion-based feedback  55  on the businesses  24  to give more complete context for a user&#39;s feedback  55 . The feedback system  10  may further calculate the level of user engagement with brands. The feedback system  10  may further monitor users  20  to detect abuse of the feedback system  10 , for example, attempting to saturate an account with positive feedback  55  or negative feedback  55 . 
         [0077]      FIG. 13  is an example feedback request dashboard screen  500  of the feedback system  10  for viewing summary statistics of request for feedback  160 . For each request for feedback  160 , the feedback request dashboard screen  500  may include: a preview  510  of the feedback request text  162 ; a praise statistic  520  describes the percentage of feedback  55  that included praise; a number of responses statistic  530 ; the status  540  of the request for feedback  160 ; the feedback request type  550 ; and the close time  165  for the request for feedback  160 . The user  20  may click on a request for feedback  160  to access feedback conversations  170  initiated using the request for feedback  160 . In some embodiments, statistics, such as the praise statistic  520 , the response statistic  530 , may reflect recent trends rather than values reflecting all measured values. 
         [0078]      FIG. 14  is an example of a business statistics screen  550  of the feedback system  10  for viewing summary statistics of the feedback  55  received by a business  24 . The business statistics screen  550  may include overview information of the business  24 , such as the number of locations  551 , number of departments  552 , number of employees  553 , number of managers  554 , number of groups  555 , and number of connections  556 . An overview praise statistic  560  may show the percentage of feedback  55  received that was categorized as praise. A total requests statistic  570  may list the number of requests for feedback  160  sent, and list the total praise  572 , and total critiques  574 . A total feedback messages statistic  580  may list the number of messages of feedback  55  received, and list the total feedback praise  582 , total feedback critiques  584 , and the total suggestions  586 . Businesses  24  and their subunits may be provided the ability to set alerts that appear in the business statistics screen  550  or other dashboards when the feedback system  10  detects that the overview praise statistic  560  or other statistics have fallen below or risen above a certain threshold setting. 
         [0079]      FIG. 15  is an example of a business subunit summaries screen  600  of the feedback system  10  for displaying summary statistics of the feedback  55  received by the subunits of a business. The business subunit summaries screen  600  may include a listing of various business subunits, such as locations  25 , departments  26 , employees  22 , etc. For each subunit, the business subunit summaries screen  600  may include a subunit praise statistic  610  that may reflect the percentage of positive feedback  55  that the subunit has received. 
         [0080]    In some embodiment, the feedback system  10  may enable feedback collaborations between businesses  24 . For example, many businesses  24  sell products to distributors rather than the end customer, and thus have no way to communicate directly with the end customer. Using the feedback system  10 , the distributor may permit the company to send an indirect request for feedback directly to its consumers in its connections  28 . The feedback, analytics, etc. from that request may be forwarded to the business  24  without permitting the business  24  direct access to the relationships and connections  28  of the distributor. 
         [0081]    In some embodiments, the feedback system  10  may be integrated with point-of-sale retail systems. By linking the systems, every purchase online and at every cash register of a user  20  of the feedback system  10  may be fed into a user&#39;s profile so that the company knows what the user  20  purchased. Further, users  20  may then be queried for feedback  55  regarding the user&#39;s purchase experience using requests for feedback  160 . Additionally, the feedback system  10  may permit the business  24  to follow-up and ask customers would they like to purchase additional items, such as related goods and services. 
         [0082]    In some embodiments, the feedback system  10  may permit a business  24  to compare their summaries and statistics to other users  20 . For example, the feedback system  10  may include a standardized rating system. The rating system may rate or rank businesses  24  in the feedback system. The ratings may include feedback-rating percentages broken down by Country, Region, Industry, and Business Type for all companies in every market and segment across the world. Additionally, a real-time, trending, public dashboard may allows users  20  to view a feedback message board as well as feedback approval rating percentages for specific companies all over the world. Additionally, the rating system may compare companies against each other in specific categories like Customer Service, Product Quality, Cleanliness, Staff Knowledgeability, etc. The rating comparisons may be viewed by businesses  24  and users  20  so that the rating may be both used as a business intelligence tool for business-to-business ranking of companies, and as a simple tool for a user  20  looking to find businesses  24  based on feedback  55  of that business  24 . 
         [0083]    One or more controllers control aspects of the systems and methods described herein. The one or more controllers may be adapted run a variety of application programs, access and store data, including accessing and storing data in associated databases, and enable one or more interactions described herein. Typically, the one or more controllers are implemented by one or more programmable data processing devices. The hardware elements, operating systems, and programming languages of such devices are conventional in nature, and it is presumed that those skilled in the art are adequately familiar therewith. 
         [0084]    For example, the one or more controllers may be a PC based implementation of a central control processing system utilizing a central processing unit (CPU), memories and an interconnect bus. The CPU may contain a single microprocessor, or it may contain a plurality of microprocessors for configuring the CPU as a multi-processor system. The memories include a main memory, such as a dynamic random access memory (DRAM) and cache, as well as a read only memory, such as a PROM, EPROM, FLASH-EPROM, or the like. The system may also include any form of volatile or non-volatile memory. In operation, the main memory stores at least portions of instructions for execution by the CPU and data for processing in accord with the executed instructions. 
         [0085]    The one or more controllers may also include one or more input/output interfaces for communications with one or more processing systems. The one or more such interfaces may enable communications via a network, e.g., to enable sending and receiving instructions electronically. The communication links may be wired or wireless. 
         [0086]    The one or more controllers may further include appropriate input/output ports for interconnection with one or more output displays (e.g., monitors, printers, touchscreen, motion-sensing input device, etc.) and one or more input mechanisms (e.g., keyboard, mouse, voice, touch, bioelectric devices, magnetic reader, RFID reader, barcode reader, touchscreen, motion-sensing input device, etc.) serving as one or more user interfaces for the controller. For example, the one or more controllers may include a graphics subsystem to drive the output display. The links of the peripherals to the system may be wired connections or use wireless communications. 
         [0087]    Although summarized above as a PC-type implementation, those skilled in the art will recognize that the one or more controllers also encompasses systems such as host computers, servers, workstations, network terminals, and the like. Further one or more controllers may be embodied in a server or a device, such as a mobile electronic device, like a smartphone or tablet computer. In fact, the use of the term controller is intended to represent a broad category of components that are well known in the art. 
         [0088]    Hence aspects of the systems and methods provided herein encompass hardware and software for controlling the relevant functions. Software may take the form of code or executable instructions for causing a controller or other programmable equipment to perform the relevant steps, where the code or instructions are carried by or otherwise embodied in a medium readable by the controller or other machine. Instructions or code for implementing such operations may be in the form of computer instruction in any form (e.g., source code, object code, interpreted code, etc.) stored in or carried by any tangible readable medium. 
         [0089]    As used herein, terms such as computer or machine “readable medium” refer to any medium that participates in providing instructions to a processor for execution. Such a medium may take many forms. Non-volatile storage media include, for example, optical or magnetic disks, such as any of the storage devices in any computer(s) shown in the drawings. Volatile storage media include dynamic memory, such as main memory of such a computer platform. Common forms of computer-readable media therefore include for example: a floppy disk, a flexible disk, hard disk, magnetic tape, any other magnetic medium, a CD-ROM, DVD, any other optical medium, punch cards paper tape, any other physical medium with patterns of holes, a RAM, a PROM and EPROM, a FLASH-EPROM, any other memory chip or cartridge, or any other medium from which a computer can read programming code and/or data. Many of these forms of computer readable media may be involved in carrying one or more sequences of one or more instructions to a processor for execution. 
         [0090]    It should be noted that various changes and modifications to the presently preferred embodiments described herein will be apparent to those skilled in the art. Such changes and modifications may be made without departing from the spirit and scope of the present invention and without diminishing its attendant advantages.