Systems and methods for generating customer satisfaction score

Patent metadata

Field	Value
Publication number	US-12020260-B2
Application number	US-202318157495-A
Country	US
Kind code	B2
Filing date	Jan 20, 2023
Priority date	Dec 20, 2016
Publication date	Jun 25, 2024
Grant date	Jun 25, 2024

Abstract

A gratuity analytics computing system, for generating gratuity analytics for a plurality of transactions of a customer at a service provider within a date range, is in communication with an electronic device of the service provider over an electronic network. The system includes a gratuity analytics computing device, a database including a memory in operable electronic communication with the gratuity analytics computing device, and a processor configured to: receive transaction data for the plurality of customer transactions occurring within the date range, match a plurality of authorization messages with a respective plurality of clearing messages, generate gratuity analytics for the plurality of customer transactions over the date range based on average tip data from the customer, and calculate a customer satisfaction score for one customer transaction of the plurality of customer transactions based on the generated gratuity analytics.

First claim

What is claimed is:

1. A computer-implemented method using a gratuity analytics computing system in communication with at least one point-of-sale (POS) device over an interchange network, the system including a gratuity analytics computing device including a processor and in communication with a payment processor over the interchange network, the payment processor configured to process transactions, the system further including a database including a memory in operable electronic communication with the gratuity analytics computing device, the method comprising:
generating gratuity analytics for a plurality of transactions over a date range by analyzing a plurality of past tip amounts and corresponding individual purchase sizes for a user, wherein the corresponding individual purchase size for each past tip amount corresponds to an initial transaction total;
receiving, over the interchange network from a POS device associated with a service provider, in response to initiation of a payment transaction at the POS device, transaction data associated with a current transaction of the user, the transaction data including the initial transaction total and a final transaction total;
calculating, in real-time with respect to initiation of the payment transaction, i) a current tip amount for the current transaction by determining a difference between the initial transaction total and the final transaction total, and ii) a corresponding individual purchase size for the current transaction corresponding to the initial transaction total;
determining a threshold range for tips provided by the user, the threshold range determined by analyzing at least one of the past tip amounts and the corresponding individual purchase sizes;
comparing, in real-time with respect to initiation of the payment transaction, the calculated current tip amount for the current transaction to the determined threshold range;
in response to determining that the calculated current tip amount is outside the determined threshold range, generating, in real-time with respect to initiation of the payment transaction, an alert based on the comparison; and
transmitting, over an electronic network different from the interchange network and in real-time with respect to initiation of the payment transaction, the alert to an electronic device associated with the service provider, the alert being in a suitable format to notify a representative of the service provider of the user is satisfied or dissatisfied while the user is at the service provider, and prompt the representative of the service provider to respond to the user while the user is at the service provider.

2. The method of claim 1 further comprising receiving, from the payment processor over the interchange network, a plurality of transaction data for the plurality of transactions occurring within the date range, the plurality of transaction data including a plurality of authorization messages and a plurality of clearing messages for the plurality of transactions, each transaction of the plurality of transactions including a corresponding authorization message and a corresponding clearing message, each authorization message and each clearing message including a respective transaction identifier.

3. The method of claim 2 further comprising matching a set of the plurality of authorization messages to a respective set of the plurality of clearing messages by matching the respective transaction identifiers, each authorization message including a corresponding initial transaction total and each clearing message including a corresponding final transaction total.

4. The method of claim 2 , wherein the plurality of transaction data includes historical transaction data, and wherein the transaction data associated with the current transaction includes a real-time point-of-sale data feed from the POS device of the service provider.

5. The method of claim 1 further comprising calculating the plurality of past tip amounts for the user, each of the plurality of past tip amounts comprising a difference between a corresponding initial transaction total and a corresponding final transaction total.

6. The method of claim 1 further comprising displaying, on a graphical user interface of the electronic device of the service provider, at least one of a user satisfaction score and other gratuity analytics.

7. The method of claim 1 , wherein an average tip amount from the user is based on at least one transaction with the service provider and at least one transaction with a comparative business within a same merchant category as a merchant category of the service provider.

8. The method of claim 1 , wherein the alert i) includes information associated with the current transaction and ii) indicates whether the user is satisfied or dissatisfied.

9. At least one non-transitory computer-readable storage medium having computer-executable instructions embodied thereon, wherein when executed by a gratuity analytics computing device having at least one processor and in communication with at least one memory device and a payment processor over an interchange network, the computer-executable instructions cause the at least one processor to:
generate gratuity analytics for a plurality of transactions over a date range by analyzing a plurality of past tip amounts and corresponding individual purchase sizes for a user, wherein the corresponding individual purchase size for past each tip amount corresponds to an initial transaction total;
receive, over the interchange network from a POS device associated with a service provider, in response to initiation of a payment transaction at the POS device, transaction data associated with a current transaction of the user, the transaction data including the initial transaction total and a final transaction total;
calculate, in real-time with respect to initiation of the payment transaction, i) a current tip amount for the current transaction by determining a difference between the initial transaction total and the final transaction total, and ii) a corresponding individual purchase size for the current transaction corresponding to the initial transaction total;
determine a threshold range for tips provided by the user, the threshold range determined by analyzing at least one of the past tip amounts and the corresponding individual purchase sizes;
compare, in real-time with respect to initiation of the payment transaction, the calculated current tip amount for the current transaction to the determined threshold range;
in response to determining that the calculated current tip amount is outside the determined threshold range, generate, in real-time with respect to initiation of the payment transaction, an alert based on the comparison; and
transmit, over an electronic network different from the interchange network and in real-time with respect to initiation of the payment transaction, the alert to an electronic device associated with the service provider, the alert being in a suitable format to notify a representative of the service provider of the user is satisfied or dissatisfied while the user is at the service provider, and prompt the representative of the service provider to respond to the user while the user is at the service provider.

10. The at least one non-transitory computer-readable storage medium of claim 9 , wherein the computer-executable instructions further cause the at least one processor to receive, from the payment processor over the interchange network, a plurality of transaction data for the plurality of transactions occurring within the date range, the plurality of transaction data including a plurality of authorization messages and a plurality of clearing messages for the plurality o

Assignees

• Mastercard International Inc

Inventors

• Bhattacharjee Manash
• Tiwaree Prashanna S
• Chauhan Rohit

Classifications

• G06Q30/016 Primary

  After-sales · CPC title