Determination of customer proximity to a register through use of sound and methods thereof

Patent metadata

Field	Value
Publication number	US-8942996-B2
Application number	US-201213625810-A
Country	US
Kind code	B2
Filing date	Sep 24, 2012
Priority date	Sep 24, 2012
Publication date	Jan 27, 2015
Grant date	Jan 27, 2015

Abstract

A method is disclosed for determining a customer's progress through a checkout line at a store and for correlating customer satisfaction thereto. A mobile electronic device with mobile self checkout software thereon may record and analyze ambient noise to determine when a customer is in a checkout line as well as to track the customer's progress through the checkout line. The software may provide detailed data about the shopping and checkout experience. This information may be correlated to customer satisfaction and used identify particular strengths and weaknesses in the shopping experience offered by a store.

First claim

What is claimed is:

1. A method for determining customer satisfaction, wherein a mobile electronic device executes checkout software to perform the method, the method comprising:
determining that the customer has entered a checkout line approaching a point-of-sale (POS) terminal by analyzing ambient sounds to detect noises indicative of the POS terminal, the checkout line starting a specified distance from the POS terminal;
transitioning between different operating modes as the customer progresses through the checkout line, including:
operating in a first mode upon determining that the customer has entered the checkout line;
determining that the customer has moved in the checkout line to within a specified proximity of the POS terminal by again analyzing ambient sounds to detect noises indicative of the POS terminal, the specified proximity being closer to the POS terminal than the specified distance; and
transitioning to operate in a second different mode upon determining that the customer is within the specified proximity of the POS terminal; and

correlating customer satisfaction to the customer's movements through the checkout line.

2. The method of claim 1 , wherein the method further comprises obtaining customer feedback indicative of customer satisfaction.

3. The method of claim 1 , wherein operating in a first mode upon determining that the customer has entered the checkout line comprises operating in a first mode that provides information about one or more items the customer has selected for purchasing; and
wherein transitioning to operate in a second different mode comprises transitioning to a second different mode that provides information related to checking out at the POS terminal.

4. The method of claim 1 , further comprising determining how quickly the customer moves through a checkout line.

5. The method of claim 3 , wherein transitioning between different operating modes comprises transitioning to a further third mode prior to transitioning to the second different mode, the further third mode providing advertisements for items.

6. The method of claim 5 , wherein the further third mode providing advertisements for items comprises the further third mode providing advertisements for one or more of: items for sale in the checkout line and other items related to items the customer has selected for purchase.

7. The method of claim 1 , further comprising:
operating in a third mode prior to entering the checkout line, the third mode allowing a customer to scan items for purchase; and
transitioning from the third mode to the first in response to determining that the customer has entered the checkout line.

8. The method of claim 1 , wherein the method includes determining customer satisfaction through survey questions presented to the customer.

9. A method for determining customer satisfaction, wherein a mobile electronic device executes checkout software to perform the method, the method comprising:
recording ambient noises;
analyzing the ambient noises to detect sounds from a point-of-sale (POS) terminal;
determining that the customer has entered a checkout line based on said analysis;
transitioning between different operating modes as the customer progresses through the checkout line, including:
operating in a first mode upon determining that the customer has entered the checkout line;
determining that the customer has moved to within a specified proximity of the POS terminal by again analyzing ambient noises to detect sounds indicative of the POS terminal; and
transitioning to operate in a second different mode upon determining that the customer is within the specified proximity of the POS terminal;

determining a level of satisfaction for the customer; and
correlating satisfaction to the information obtained about the checkout line.

10. The method of claim 9 , further comprising tracking the customer's progress through the checkout line.

11. The method of claim 10 , wherein operating in a first mode upon determining that the customer has entered the checkout line comprises operating in a first mode that provides information about one or more items the customer has selected for purchasing; and
wherein transitioning to operate in a second different mode comprises transitioning to a second different mode that provides instructions related to checking out at the POS terminal.

12. The method of claim 9 , further comprising determining an amount of time between the customer selecting items for purchase and the customer entering the checkout line.

13. The method of claim 9 , further comprising determining if the customer changed checkout lines.

14. The method of claim 9 , further comprising determining if the customer is in a self checkout line or a conventional checkout line having a sales associate.

15. The method of claim 14 , further comprising analyzing the frequency of item scanning beeps to determine if the customer is in a self checkout line or a conventional checkout line.

16. The method of claim 14 , further comprising analyzing the rate of repetition of item scanning beeps to determine if the customer is in a self checkout line or a conventional checkout line.

17. A computer program product for use at a mobile device, the computer program product for implementing a method for determining customer satisfaction, the computer program product comprising one or more computer storage devices having stored thereon computer-executable instructions that, when executed at a processor, cause the mobile device to perform the method, including the following:
determining that the customer has entered a checkout line approaching a point-of sale (POS) terminal by analyzing ambient sounds to detect noises indicative of the POS terminal, the checkout line starting a specified distance from the POS terminal;
transitioning between different operating modes as the customer progresses through the checkout line, including:
operating in a first mode upon determining that the customer has entered the checkout line;
determining that the customer has moved in the checkout line to within a specified proximity of the POS terminal by again analyzing ambient sounds to detect noises indicative of the POS terminal, the specified proximity being closer to the POS terminal than the specified distance; and
transitioning to operate in a second different mode upon determining that the customer is within the specified proximity of the POS terminal; and

correlating customer satisfaction to the customer's movements through the checkout line.

18. The computer program product of claim 17 , wherein operating in a first mode upon determining that the customer has entered the checkout line comprises operating in an information mode that provides information about one or more items the customer has selected for purchasing;
transitioning to operate in a second different mode comprises transitioning to a checkout mode that provides information related to checking out at the POS terminal; and
transitioning between different operating modes as the customer progresses through the checkout line comprises transitioning to an advertising mode prior to transitioning to the second different mode, the advertising mode providing advertisements for items offered for sale.

Assignees

• Argue Stuart
• Marcar Anthony Emile
• Wal Mart Stores Inc

Inventors

• Argue Stuart
• Marcar Anthony Emile

Classifications

• G06Q20/3276

  using a pictured code, e.g. barcode or QR-code, being read by the M-device · CPC title

• G06Q20/3224

  Transactions dependent on location of M-devices · CPC title

• G07G1/14

  Systems including one or more distant stations co-operating with a central processing unit · CPC title

• G06Q30/0268

  at point-of-sale [POS] · CPC title

• G07G1/0081

  the reader being a portable scanner or data reader (G07G1/009 takes precedence) · CPC title