JP2000222475A - Customer information collection system - Google Patents

Abstract

(57) [Summary] [Problem] To make it easy to obtain a clear answer even for items that are difficult for a customer to answer, and to collect detailed customer information. A customer information file (21) for recording customer information including attribute information and point information about the customer, display devices (13a, 14a) for displaying questions to the customer,
Input devices 13b and 14b for the customer to input answer information for the question displayed on the display device, and means 20 for acquiring the number of points corresponding to the input answer information
1, point number display processing means 202 for displaying the number of points on the display device, and updating means 2 for updating customer information based on the input answer information and the number of points.
03.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

TECHNICAL FIELD The present invention relates to a large-scale retail store,
The present invention relates to a customer information collection system for collecting customer information for sales promotion in a shopping mall, a shopping center, or the like.

In today's diversified customer needs, it is necessary to provide merchandise information suitable for customers in a timely manner in order to promote sales. For that purpose, it is necessary to appropriately conduct a questionnaire or the like for the customer and to collect information for each customer in detail.

[0003]

2. Description of the Related Art Hitherto, in order to collect customer information in department stores or the like, a special card with a privilege such as a discount is issued to a specific customer, that is, a member. At the time of issuing such a card, the customer is required to fill in various customer information such as name, age, address, work place, family structure, and hobby, and is registered in the customer information file.

[0004] In addition, members are sent out invitations for various events and so forth, and if so, if there is a change in customer information, the customer information is written back and returned.

On the other hand, a point service is provided in which points according to the purchase amount of the customer are issued and recorded on a card, and profits such as gift certificates are issued or discounts are returned according to the accumulated points.

Using such a point service,
A system for collecting customer demand information from the Internet has been proposed (JP-A-10-171880).
In this system, a questionnaire is conducted on the Internet, and predetermined points are given to customers who have answered the questionnaire.

[0007]

However, in the conventional system, since points are given to the entire questionnaire, demand information as a whole of the customer can be collected. However, detailed information about each customer can be obtained. It was difficult to collect important information.

[0008] That is, when a customer answers a questionnaire, he or she responds to questions that are easy to answer, but leaves blank or incomplete answers about difficult-to-answer items, such as the customer's annual income. Tend not to.

[0009] Therefore, in the case of a questionnaire containing items that are difficult for the customer to answer, there is a tendency that the questionnaire is returned with that part left blank. If forced to leave no space, the questionnaire collection rate will decrease.

The present invention has been made in view of the above-mentioned problems, and provides a customer information collecting system capable of easily obtaining a clear answer even for an item which is difficult for a customer to answer, and capable of collecting detailed customer information. The purpose is to do.

[0011]

As shown in FIG. 1, the system according to the first aspect of the present invention comprises a customer information file 21 for recording customer information including attribute information and point information about the customer, and a question for the customer. Display device 1 for displaying
3a, 14a and an input device 13b, 1 for a customer to input answer information for a question displayed on the display device.
4b, means 201 for acquiring the number of points corresponding to the input answer information, and point number display processing means 202 for displaying the number of points on the display device.
And updating means 203 for updating the customer information based on the input answer information and the number of points.

In the system according to the second aspect of the present invention, FIG.
As shown in FIG. 4, the customer basic information file 21 for recording the attribute information is used as the customer information file 21.
a and a customer point information file 21c for recording the point information.

In the system according to the third aspect of the present invention, as shown in FIGS. 6 and 7, a question file (Q / A file) 24 in which a plurality of questions for a customer are recorded and answer information for each question are obtained. And an incentive file 23 that records the number of points at the time of receipt. The question is displayed on the display means based on the question file 24, and the number of points corresponding to the input answer information is stored in the incentive file 23. Get by reference.

In the system according to the fourth aspect of the present invention, as shown in FIG.
In addition to the above-mentioned question, the number of points when each requirement is satisfied is recorded for a plurality of incentives that cause the number of points to be added. File 2
2, and the point record file 22 records the number of points corresponding to each incentive as shown in FIG.

The system according to the fifth aspect of the present invention further includes a store information file 26 storing store information for guiding the store to the customer, as shown in FIG. 9, and corresponding to the answer information input by the customer. It is configured to display shop information on the display device.

In the system according to the sixth aspect of the invention, when the same customer purchases a product at each of a plurality of sales floors registered as a group, the number of points corresponding to the group is stored in the customer information file 21.
Is added to.

In a system according to a seventh aspect of the present invention, a plurality of terminal devices 13 including the display device and the input device are provided.
Is installed in a store, and each of the terminal devices 13 is connected to the host 10 having the customer information file 21 and the updating means 203 via a network NW.

[0018] In the system according to the present invention, a plurality of terminal devices 14 each including the display device and the input device are provided.
Is connected to the host 10 having the customer information file 21 and the updating means 203 via the Internet TN.

The updating of the customer information file 21 by the updating means is performed when the customer information to be updated is obtained, when one operation of the terminal device by the customer is completed, after one day's work is completed, and the other. It is performed at various timings.

In the present invention, the input devices 13b, 14b
As, for example, a keyboard, a mouse, a card reader,
A bar code reader or a voice input device is used. Moreover, it is also possible to use a touch panel provided on the display surface HG of the display devices 13a and 14a.

[0021]

FIG. 1 is a block diagram showing a configuration of a customer information collecting system 1 according to an embodiment of the present invention.
In the present embodiment, an example of a customer information collection system in a department store will be described.

In FIG. 1, a customer information collection system 1
Is a host 10 and a plurality of terminal devices 11, 12, 1
3 and 14, which are connected to each other by a network NW and an Internet TN.

The host 10 includes a processing unit 20, a large number of files and tables, and the like. As files and tables, customer information file 21, point record file 22, incentive file 23, Q / A
A file 24, a Q / A performance file 25, a store information file 26, a course table 27, a sales floor group table 28, and the like are provided. Customer information file 21
In the present embodiment, the customer basic information file 21
a, a customer option information file 21b, and a customer point information file 21c.

The processing unit 20 includes an MPU (microprocessor unit), a RAM, a ROM, and other peripheral elements, and performs various processes by the MPU executing programs. The functions realized by the processing device 20 include, for example, a point number acquisition unit 201, a point number display processing unit 202, and a customer information update unit 203.
and so on.

Each of the terminal devices 11 to 14 is, for example, a personal computer, a workstation, or a POS terminal. These are the display devices 11a to 14a, the input devices 11b to 14
b, and a printer (not shown). Input device 1
1b to 14b include a keyboard, a mouse, a card reader, a barcode reader, a voice input device, and the like.
Further, in the present embodiment, the display surface HG of the display device 13a is a touch panel, and an answer to a question is input by touching various buttons displayed on the display surface HG with a fingertip or the like.

The terminal device 11 is installed at a service counter of a department store, for example. Member registration for the customer, that is, registration in the customer information file 21,
An operation for issuing a membership number and a membership card, an operation for maintaining each file provided in the host 10, or an analysis of customer information are performed.

[0027] The terminal device 12 is a POS terminal, and is installed at each counter. The terminal device 12 is used to input the purchased product and amount of the customer, issue a purchase statement, read a membership card, and the like.

The terminal device 13 is installed in a place that is easy for the customer to see and operate along the flow line of the customer in the department store, such as near the entrance of the department store, or near the entrance of each floor of the elevator or escalator. You. Terminal device 1
3, two-way communication is achieved between a department store as a seller and a customer as a buyer. This means customers can modify customer information, look up accumulated points,
The display of guidance information of an event at a department store, the display of a question and the input of an answer thereto, the reading of a sheet filled out by a customer, and the like are performed.

The terminal device 14 is installed in, for example, a customer or a home or office other than the customer, and is connected to the Internet TN.
To the host 10 via the. The terminal device 14 enables two-way communication between a department store and a customer as in the terminal device 13. Here, the Internet TN is an example, and there are various communication means and communication methods used according to the connection mode with the host 10.

2 to 11 show an example of a file structure. FIG. 2 shows a customer basic information file 21a, FIG. 3 shows a customer option information file 21b, FIG. 4 shows a customer point information file 21c, and FIG. 22, FIG. 6 is an incentive file 23, FIG. 7 is a Q / A file 24, FIG. 8 is a Q / A actual file 25, FIG. 9 is a store information file 26, FIG. 10 is a course table 27, and FIG. 28 is a diagram illustrating a configuration of each of Nos. 28.

In FIG. 2, the customer basic information file 21
In a, a member number KBG, name NME, reading, telephone number, postal code, address JSH, date of birth, gender, family code, state code, and the like are recorded. The customer basic information file 21a is created based on information obtained when a customer first registers as a member. Thereafter, the information is updated by the customer information updating unit 203.

In FIG. 3, the customer option information file 21b records a membership number KBG, occupation, annual income NSH, residence, presence of spouse, and the like. The information in the customer option information file 21b is created based on information obtained at the time of registration as a member or information collected thereafter, and is updated by the customer information updating unit 203.

In FIG. 4, the customer point information file 21c records a member number KBG, a point balance PZD, a carry-over point, a redemption point, a cumulative purchase, a last visit date, a customer rank, and the like. The customer point information file 21c is updated based on the customer POS information collected from the terminal devices 11 to 14, the content of the point record file 22, and the like.

In FIG. 5, the point record file 22
, A member code KBG, a date NGP, a time, a product code or a point number of each incentive STV 1, 2, 3,...

That is, in the point record file 22, the content and the number of points are recorded for each member (customer) for each one act of giving points. In the example of FIG. 5, the member with the member number “1234” arrives at 13:00 on December 31, 1998, and the point number “5” is added. At 14:00, the member with the product code “1234-567” is purchased. Thus, it is recorded that the point number “10” has been added.

In FIG. 6, incentive file 2
3, the incentive number STN, the name SNM, the processing function SKN, the condition JKN, the point PTS, the minimum interval PKK, and the like are recorded.

In the example of FIG. 6, as the types of the incentive STV, "purchase" which is a purchase using the terminal device (POS terminal) 12, "visit" recognized by inserting a membership card into the terminal device 13, ""Sale", which is a purchase during a sale under certain conditions, and
"Q / A" that answers the question using the terminal devices 13 and 14
Answers ”are registered.

In the "Q / A answer", when the answer is made to the Q / A number SKB recorded in the condition JKN, the number of points recorded in the point PTS is added. . The minimum interval PKK is the minimum interval to which the incentive STV is applied, and even if the member executes at a shorter interval, the point PTS is not awarded for the second and subsequent times. For example, the condition JKN
Q / A number SKB recorded as "010201"
The number of points "1" is added according to the answer to the (question for the sales floor of the store), but it is limited to once a day. Even if the same question is answered more than once a day, only one point PTS Is not added.

In FIG. 7, the Q / A file 24 includes
Q / A answer content S consisting of Q / A number SKB, Q / A content SKC, answer code KCD and answer content KNY
KK and the like are recorded.

That is, for each Q / A content SKC,
Answer contents KNY are prepared in advance and are displayed on the display device 13a, and the customer answers by selecting one of the displayed answer contents KNY.

In FIG. 8, the Q / A performance file 25 includes a member number KBG, an answer date NGK, and a Q / A number S.
A KB, an answer code KCD, and the like are recorded. That is, in the Q / A performance file 25, a Q / A number SKB and an answer code KCD that has responded to the Q / A number SKB are recorded for each member. The Q / A performance file 25 indicates that the customer information has been corrected, and the customer information file 21 is updated based on this.

In FIG. 9, the store information file 26 includes an event code, an event guide period, an event execution period, event contents by text and images, members, Q / A number SKB,
And an output condition SJK based on the answer code KCD are recorded. Based on the contents of the store information file 26, the store information is displayed on the terminal device 13, to provide an incentive to the customer's shopping, and for convenience.

In the example shown in FIG.
Between November 1 and December 31, 2009, the output condition SJK was met and the Q / A number SKB was set to “0”.
10201 ", the answer code KCD is" 0 ".
The matter recorded in the event contents is displayed on the terminal device 13 for the member who has answered "3".

In FIG. 10, the course table 27 records a course code, a name, an additional point PTF, and a sales floor group UGP. In the example of FIG. 10, “A”, “B”, “C”, and “D”
One sales floor is recorded. Therefore, when one member makes a purchase in all of these four sales areas “A”, “B”, “C”, and “D”, the number of points “100” recorded in the additional point PTF is given to the member. Will be added. The detection of the purchase at the sales floor recorded in the sales floor group UGP is performed by counting the POS data obtained from the terminal device 12.

In FIG. 11, the sales floor group table 2
8 stores a sales floor group UGP, a name, a POS number, and the like. The POS number is the number of the terminal device 12 installed in the counter.

Next, the display surfaces H of the display devices 11a and 13a
The operation and operation of the customer information collection system 1 will be described with reference to the screen displayed on G.

FIG. 12 is a view showing an example of an initial screen displayed on the display device 13a, FIG. 13 is a view showing an example of an event guide screen, and FIGS. 14 to 16 are views showing examples of a question screen.
FIG. 14 is a screen for questions and answers regarding the purpose of visiting the store,
FIG. 15 shows a screen for correcting the annual income NSH in the customer information, and FIG. 16 shows a screen for correcting the address JSH in the customer information.

The customer goes to the department store, operates the terminal device 13 installed near the entrance, and inserts the membership card according to the guidance on the screen HG1 shown in FIG. Then, as shown in FIG. 12 (B), a screen HG2 displaying point information on the customer is displayed.

As shown on screen HG2, the current point (point balance) of this customer is “1000”,
The point number "5" was added by this visit. Here, when a fingertip or the like is touched on button BT21 of “communication”, menu screen HG3 shown in FIG.
Is displayed. On the menu screen HG3, "In-store information", "Event information", "Please answer any questions"
A button is displayed for selecting one of "Confirm / Modify customer information". Here, when the button BT31 of "event information" is touched, a screen HG4 shown in FIG. 13 is displayed.

As shown in FIG. 13, the screen HG4 is a screen for guiding “bag / shoe fair”. This screen HG4
Is obtained by referring to the customer information file 21 and the store information file 26 for the customer, and searching and displaying the most necessary information for the customer by the processing device 20. In this way, only the necessary information or the fitted information can be presented to the customer in a timely manner, whereby it is possible to eliminate the unnecessary presentation and dispatch of the information.
Touching the “end” button returns to the menu screen HG3.

On the menu screen HG3 shown in FIG. 12C, a button BT32 of "Please answer a question" is displayed.
Touching, a screen HG5 shown in FIG. 14A is displayed based on the Q / A file 24 shown in FIG.

On the screen HG5, a question "What is the purpose of coming to the store?" Is displayed, and as an answer to the question, "Shopping by the person", "Family", and "Shopping by a child" are displayed as options. By referring to the customer information file 21 of the customer, only those options that are appropriate for the customer are searched for and displayed. Answering any of these is the answer, and by answering, the content is the Q / A performance file 2 shown in FIG.
5 is recorded. Here, the button "BT" of "Personal shopping"
When touching 51, a screen HG6 shown in FIG. 14B is displayed.

On the screen HG6, a question "Where is the store for shopping?" Is displayed, and "Food", "Women's clothing", and "Women's shoes" are displayed as answers to the question. Also, by answering the questions on screen HG5,
The message MG61 of "1P has been given" is displayed, whereby the customer can know with a real feeling that the point number "1" has been added by the immediately preceding answer, The motivation to answer also comes up. Here, button B of "Ladies'shoes"
When T63 is touched, a screen HG7 shown in FIG. 14C is displayed.

On the screen HG7, a question "Do you have a desired product?" Is displayed, and "Yes" and "No" are displayed as answers to the question. In addition, by answering the question on the screen HG6, a message MG71 indicating that "1P has been given" is displayed, whereby the customer feels that the point number "1" has been added by the immediately preceding answer. You can have it. Here, when the “NO” button BT71 is touched, a screen HG8 shown in FIG. 14D is displayed.

The screen HG8 is a screen for guiding “bag / shoe fair” similar to the screen HG4 of FIG. This screen H
G8 answers the question "Women's shoes?" On the screen HG6 with "Women's shoes" and the customer answered "No" to the question "Do you have any items you want?" It is searched and displayed by answering. Here, when the "OK" button BT81 is touched, FIG.
The screen HG9 shown in (E) is displayed.

On the screen HG9, a message MG91 indicating that "this time a total of three points have been awarded" is displayed, whereby the menu screen HG3 shown in FIG.
By selecting "Please answer your question", you can understand that the point number "3" has been added by answering the subsequent questions. Touching the “end” button returns to the menu screen HG3.

Therefore, for example, the purpose of the customer is
In the case of "shopping for the person" and "shopping for a family" or "shopping for a child", select "Please answer a question" again on the menu screen HG3 of FIG. It is only necessary to sequentially select the corresponding answers on the screen HG5 of (A). Then, it becomes a new answer, and a predetermined number of points is added to the answer. However, the same answer to the same question is limited by the minimum interval PKK.

On the menu screen HG3 shown in FIG. 12C, a button "BT33" for "confirm / correct customer information" is displayed.
When the user touches, a screen HG10 shown in FIG. 15A is displayed.

On the screen HG10, information registered for the customer is displayed based on the customer information file 21 shown in FIGS. The customer looks at these pieces of information, and if a correction is necessary, clicks the “correct” button BT10.
Touch 1. If no correction is required, touch the "End" button. When touching the "correct" button BT101, FIG.
The screen HG11 shown in FIG. 5 (B) is displayed.

On the screen HG11, options such as "address,""telephonenumber" and "annual income" are displayed. Customers,
Touch on one of these options that you want to modify. For example, when touching the “BT” button BT113, a screen HG12 shown in FIG. 15C is displayed.

On the screen HG12, numerical values in various ranges are displayed in response to the question "Annual income". Customers,
Touch the button that displays the corresponding range from these options. For example, when touching the button BT121 of "3,000,000 ~", a screen HG13 shown in FIG. 15D is displayed.

On the screen HG13, a message MG131 of "10 points have been given this time" is displayed, and it is understood that the point number "10" has been added by replying to the correction of the annual income. As described above, a high number of points is set for questions that are difficult to answer, such as annual income, so that customer information that cannot be easily obtained by a normal questionnaire can be accurately collected. In other words, for customer information that is valuable to the department store, a high number of points can be set to increase customer incentives. "End"
Touching the button returns to the menu screen HG3.

When the user touches the “address” button BT111 on the screen HG11 shown in FIG.
The screen HG14 shown in FIG. 6 (A) is displayed.

On the screen HG14, a display for inputting a postal code is performed. When the postal code is input and the “next” button is touched, a screen HG shown in FIG.
15 is displayed.

On the screen HG15, based on the input postal code, an approximate address corresponding to the postal code is displayed. Along with the display of the screen HG15, a sheet (not shown) on which the same address as the display of the screen HG15 is printed is discharged from the terminal device 13. The customer uses the writing implement to additionally write the detailed address information that is missing on the discharged paper, and causes the terminal device 13 to read the information. Thus, the terminal device 13 inputs the detailed address information and displays it on the screen HG16 as shown in FIG.

On the screen HG16, the entire address is displayed for confirmation based on the detailed address information described on the paper by the customer. The customer confirms the content of the screen HG16, and touches the “OK” button BT161 if it is OK. If you touch the “Redo” button,
Screen HG14 is displayed, and the process is repeated from there.
When button BT161 is touched, screen HG17 shown in FIG. 16D is displayed.

On the screen HG17, a message MG171 saying "this time three points have been given" is displayed, and it is understood that the point number "3" has been added by replying to the correction of the address. . Touching the “end” button returns to the menu screen HG3.

As described above, according to the customer information collection system 1 described above, it is easy to obtain a clear answer even for items that are difficult for the customer to answer, and it is possible to collect detailed customer information. In addition, various points are set according to the content of the question, and the number of points given to each question is displayed, so that it is easy to make frequent answers to changes in address etc. , Detailed customer information can be collected. When the answer to the series of questions is completed, the user returns to the initial menu screen HG3 by pressing the “end” button.
Is given to the question, and the customer can easily understand that the point number is further added every time the question is answered.

In the above description, an example in which a customer visits a department store and answers a question by operating the terminal device 13 has been described, but a terminal installed at a customer's home or a public place without visiting the store has been described. It is also possible to operate the device 14 and answer questions via the Internet TN.

In the above-described embodiment, the message MG “1P has been given” is displayed on the screen immediately after the answer. For example, only the screen on which the answer options are displayed or only the question is displayed. On the screen
A message "1P will be given" may be displayed so that the customer can know the number of points before giving an answer.
The configuration, structure, number, arrangement, file configuration, contents, processing contents, order, operation timing, and the like of the entire host 10 and terminal devices 11 to 14 may be appropriately changed in accordance with the gist of the present invention. Can be.

[0071]

According to the present invention, it is possible to add points based on non-trading information that does not involve product transactions such as Q / A, and to incentivize the number of points to be awarded according to the content of non-trading information. By setting the information in a file or the like, it is possible to improve the customer's willingness to provide information, to easily obtain a clear answer even for items that are difficult for the customer to answer, and to collect detailed customer information.

[Brief description of the drawings]

FIG. 1 is a block diagram illustrating a configuration of a customer information collection system according to an embodiment of the present invention.

FIG. 2 is a diagram showing a customer basic information file.

FIG. 3 is a diagram showing a customer option information file.

FIG. 4 is a diagram showing a customer point information file.

FIG. 5 is a diagram showing a point record file.

FIG. 6 is a diagram showing an incentive file.

FIG. 7 is a diagram showing a Q / A file.

FIG. 8 is a diagram showing a Q / A performance file.

FIG. 9 is a diagram showing a store information file.

FIG. 10 is a diagram showing a course table.

FIG. 11 is a diagram showing a sales floor group table.

FIG. 12 is a diagram illustrating an example of an initial screen displayed on the display device.

FIG. 13 is a diagram showing an example of an event guide screen.

FIG. 14 is a diagram illustrating an example of a question screen.

FIG. 15 is a diagram illustrating an example of a question screen.

FIG. 16 is a diagram illustrating an example of a question screen.

[Explanation of symbols]

1 Customer Information Collection System 10 Host 13, 14 Terminal Device 13a, 14a Display Device 13b, 14b Input Device 20 Processing Device 21 Customer Information File 21a Customer Basic Information File (Customer Information File) 21b Customer Option Information File (Customer Information File) 21c Customer point information file (customer information file) 22 point result file 23 incentive file 24 Q / A file (question file) 25 Q / A result file 26 store information file 201 point number acquisition section 202 point number display processing section 203 customer information update Department NW Network TN Internet

Continuation of the front page (72) Inventor Katsuo Doide 4-1-1, Kamidadanaka, Nakahara-ku, Kawasaki-shi, Kanagawa Prefecture Inside Fujitsu Limited (72) Inventor Takashi Nakanishi 4-1-1, Kamiodanaka, Nakahara-ku, Kawasaki-shi, Kanagawa Prefecture No. Fujitsu Limited F term (reference) 5B049 AA06 BB11 CC00 DD01 DD05 EE02 EE05 FF03 FF07 GG04 GG09

Claims (8)

[Claims] 1. A customer information file for recording customer information including attribute information and point information about the customer, a display device for displaying a question for the customer, and information for responding to the question displayed on the display device An input device for inputting the number of points; a unit for obtaining the number of points corresponding to the input answer information; a point number display processing unit for displaying the number of points on the display device; Updating means for updating the customer information based on information and the number of points, a customer information collecting system. 2. The customer information collecting system according to claim 1, wherein said customer information file includes a customer basic information file for recording said attribute information and a customer point information file for recording said point information. 3. A question file which records a plurality of questions for a customer, and an incentive file which records the number of points when answer information for each question is obtained, wherein the question is displayed based on the question file. The customer information collection system according to claim 1 or 2, wherein the information is displayed on a means and the number of points corresponding to the input answer information is acquired by referring to the incentive file. 4. In the incentive file, in addition to the question, a plurality of incentives, which are factors for adding the number of points, are recorded with the number of points when each requirement is satisfied. 4. The customer information collection system according to claim 3, further comprising a point record file for recording the performed record, wherein the point record file records the number of points corresponding to each incentive. 5. A store information file that stores store information for guiding a store to a customer, wherein the store information corresponding to the answer information input by the customer is displayed on the display device. The customer information collection system according to any one of claims 1 to 4. 6. The point information corresponding to the group is added to the customer information file when the same customer purchases a product at each of a plurality of sales floors registered as a group. Item 6. A customer information collection system according to any one of Items 5. 7. A plurality of terminal devices including the display device and the input device are installed in a store, and each of the terminal devices is connected to a host including the customer information file and an updating unit via a network. The customer information collection system according to any one of claims 1 to 6. 8. The apparatus according to claim 1, wherein a plurality of terminal devices including the display device and the input device are connected to a host including the customer information file and the updating unit via the Internet. Customer information collection system described in.