Systems and methods for generating customer satisfaction score

Patent metadata

Field	Value
Publication number	US-2018174154-A1
Application number	US-201615385277-A
Country	US
Kind code	A1
Filing date	Dec 20, 2016
Priority date	Dec 20, 2016
Publication date	Jun 21, 2018
Grant date	—

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 gratuity analytics computing system for generating gratuity analytics for a plurality of transactions of a customer at a service provider within a date range, the gratuity analytics computing system in communication with an electronic device of the service provider over an electronic network, the system comprising:
a gratuity analytics computing device; a database including a memory in operable electronic communication with the gratuity analytics computing device; 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.

2 . The gratuity analytics computing device of claim 1 , wherein the processor is further configured to transmit an alert when the customer satisfaction score for the one customer transaction falls outside of a predetermined range.

3 . The gratuity analytics computing system of claim 1 , wherein the processor is further configured to display, on a graphical user interface of the electronic device of the service provider, at least one of the customer satisfaction score and other gratuity analytics.

4 . The gratuity analytics computing system of claim 1 , wherein the transaction data includes at least one of a manager identifier, a time stamp, and an employee identifier associated with each of the customer transactions.

5 . The gratuity analytics computing device of claim 1 , wherein the transaction data includes at least one of authorization messages and clearing messages.

6 . The gratuity analytics computing device of claim 1 , wherein the processor is further configured to:
receive transaction data that includes transaction data for a plurality of transactions performed by a plurality of customers at the service provider; generate gratuity analytics for each of the plurality of customers based on average tip data from the customers; and calculate a customer satisfaction score for each of the customers for each transaction performed at the service provider.

7 . The gratuity analytics computing device of claim 1 , wherein the electronic device of the service provider is a point-of-sale device.

8 . The gratuity analytics computing device of claim 1 , wherein the gratuity analytics computing system is further configured to be in communication with a payment processing system over the electronic network.

9 . The gratuity analytics computing device of claim 1 , wherein the received transaction data includes at least one of historical transaction data and a real-time point-of-sale data feed from the electronic device of the service provider.

10 . The gratuity analytics computing device of claim 9 , wherein the historical transaction data includes at least one of customer identification information, geographical information, and merchant category information.

11 . The gratuity analytics computing device of claim 9 , wherein the point-of-sale data feed includes at least one of an authorization amount, a clearing amount, an employee identifier, a manager identifier, a table identifier, an automobile identifier, a merchant identifier, and a time stamp.

12 . The gratuity analytics computing device of claim 1 , wherein the average tip data from the customer includes data from at least one customer transaction with the service provider and at least one customer transaction with a comparative business within a same merchant category as the service provider.

13 . The gratuity analytics computing device of claim 12 , wherein the service provider and the comparative business are within a same area of geolocation and a same merchant subcategory.

14 . The gratuity analytics computing device of claim 13 , wherein the customer satisfaction score is calculated based on at least one of a frequency and a quantity of customer transactions completed between the customer and the service provider and between the customer and the comparative business.

15 . The gratuity analytics computing device of claim 13 , wherein the customer satisfaction score is calculated based on an average gratuity from the customer at the service provider and an average gratuity from the customer at the comparative business.

16 . The gratuity analytics computing device of claim 15 , wherein the processor is further configured to compare a gratuity amount from an individual transaction with the service provider with the customer satisfaction score.

17 . The gratuity analytics computing device of claim 16 , wherein the processor is further configured to transmit an alert when the gratuity amount from the individual transaction falls outside of a predetermined range.

18 . The gratuity analytics computing device of claim 15 , wherein the processor is further configured to rank the service provider and against the comparative business based on the customer satisfaction score.

19 . A method for generating gratuity analytics for one or more service providers, the method implemented by a gratuity analytics computing device including at least one processor and a memory, the gratuity analytics computing device in communication with a client computing device, the method comprising the steps of:
receiving transaction data for the plurality of customer transactions occurring within a date range; matching a plurality of authorization messages with a respective plurality of clearing messages; generating gratuity analytics for the plurality of customer transactions over the date range based on average tip data from the customer; and calculating a customer satisfaction score for one customer transaction of the plurality of customer transactions based on the generated gratuity analytics.

20 . A computer-readable storage medium having computer-executable instructions embodied thereon, wherein when executed by processor of a gratuity analytics computing device including at least one memory, the computer-readable instructions cause the processor to:
receive transaction data for the plurality of customer transactions occurring within a 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.

Assignees

• Mastercard International Inc

Inventors

• Bhattacharjee Manash
• Tiwaree Prashanna S
• Chauhan Rohit

Classifications

• G06Q30/016 Primary

  After-sales · CPC title