Context-Based Feedback System and Method

Abstract

A computer-implemented interactive system, methods, and platform are herein disclosed to allow for the aggregation of context based feedback data according to a selected feedback context model. In an illustrative implementation, the computer-implemented interactive system/platform comprises an exemplary server computer environment, an instruction set comprising one or more instructions to request from the one or more other computing environments feedback data (e.g., such requests being made on a temporal basis according to one or more feedback context models), and a data store. The platform may be used to aggregate feedback data for various feedback sponsors/requestors, by way of example, as a user/customer is experiencing a product/service, in real time. The frequency, timing, and trigger for feedback data requests from users, illustratively, can be tailored by the one or more instructions of the one or more feedback context models that take into account a baseline use/experience of given product/service.

What is claimed is: 
     
         1 . A context-based feedback system comprising:
 a computing processor; and   a computing memory communicatively coupled with the computing processor, the computing memory having stored therein instructions that, if executed by the computing processor, cause the computing processor to perform steps of:   retrieving data representative of a context model based upon at least one criterion that triggers at least one request for input of feedback data;   transmitting the at least one request to a client computer;   receiving feedback data from the client computer in response to the at least one request;   processing the feedback data, which comprises to steps of:
 removing personal, customer identifying, information from the feedback data to provide anonymous data; 
 applying one or more algorithms to the anonymous data to provide resulting data; 
 forwarding the resulting data to a strategic dashboard, wherein the strategic dashboard allows an entity user other than the good or service providing user to access the anonymous data, whereby the entity user can perform research, industry surveys, or market investigation using the anonymous data; and 
 forwarding the processed feedback data to a tactical dashboard, wherein the tactical dashboard allows only the authorized representative of the good or service providing user to access the processed feedback data. 
   
     
     
         2 . The system of  claim 1 , wherein the at least one criterion includes one or more timelines or conditions, associated with a good or service acquired by a customer of the good or service providing user, that trigger the at least one request for input of feedback data and that determines to which client computer the at least one request is transmitted. 
     
     
         3 . The system of  claim 1 , wherein the instructions, if executed by the computing processor, cause the computing processor to perform a further step of:
 prior to the operation of retrieving, transmitting a link to the client computer, wherein the link is configured to cause the client computer to send a request to the computing processor to perform the operation of retrieving, wherein the link is personalized for a customer associated with the client computer, the link being associated with a preselected context model for the customer, the preselection of the context model and the personalization of the link being based upon one or more timelines or conditions associated with a good or service acquired by the customer from the good or service providing user.   
     
     
         4 . The system of  claim 3 , wherein the step of transmitting the link to the client computer is performed in response to a request by the client computer. 
     
     
         5 . The system of  claim 1 , wherein the one or more algorithms comprise any one of pattern recognition, feature detection, subset selection, or semantic analysis. 
     
     
         6 . The system of  claim 1 , wherein the step of processing further comprises the authorized representative implementing one or more actions to correct issues of a feedback data providing customer, included in, and in response to, the feedback data. 
     
     
         7 . A context-based feedback method comprising steps of:
 retrieving, from a data store, data representative of a context model based upon at least one criterion that triggers at least one request for input of feedback data; wherein the at least one criterion includes one or more timelines or conditions, associated with a good or service acquired by a customer of a good or service providing user, that trigger the at least one request and that determine to which client computer the at least one request is transmitted;   transmitting the at least one request to a client computer over a computer network;   receiving feedback data from the client computer in response to the at least one request;   receiving independent data of the customer associated with the client computer, where the independent data is independent of the feedback data received and includes personal, customer identifying information;   processing the feedback data and the independent data, where the processing comprises to steps of:
 removing personal, customer identifying, information from the feedback data and the independent data to provide anonymous data; 
 applying one or more algorithms to the anonymous data to provide resulting data; 
 forwarding the resulting data to a strategic dashboard, wherein the strategic dashboard allows an entity user other than the good or service providing user to access the anonymous data, whereby the entity user can perform research, industry surveys, or market investigation using the anonymous data; and 
 forwarding the feedback data to a tactical dashboard, wherein the tactical dashboard allows only the authorized representative of the good or service providing user to access the feedback data. 
   
     
     
         8 . The system of  claim 7 , further comprising a step of:
 prior to the operation of retrieving, transmitting a link to the client computer, wherein the link is configured to cause the client computer to send a request to the computing processor to perform the operation of retrieving, wherein the link is personalized for a customer associated with the client computer, the link being associated with a preselected context model for the customer, the preselection of the context model and the personalization of the link being based upon one or more timelines or conditions associated with a good or service acquired by the customer from the good or service providing user.   
     
     
         9 . The method of  claim 7 , wherein the one or more algorithms comprise any one of pattern recognition, feature detection, subset selection, or semantic analysis. 
     
     
         10 . The system of  claim 7 , where the tactical dashboard is configured to include views previously configured by authorized representatives of the good or service providing user; wherein the tactical dashboard includes personal, customer identifying information of the customer, providing that the authorized representatives can identify specific customer experiences; wherein the authorized representatives have access only to their tactical dashboard, including only their customers, and cannot access personal, customer identifying information of customers associated with other good or service providing users. 
     
     
         11 . A context-based feedback system comprising:
 multiple computing processors, including one or more feedback-as-a-service engines, a data platform aggregation and analysis engine, and a dashboard engine, wherein one feedback feedback-as-a-service engine is associated with each product or service entity user of the system requesting feedback from customers of the entity user; and   a computing memory communicatively coupled with each computing processor, the computing memory having stored therein instructions that, if executed by a respective computing processor, causes the computing processor to perform steps of:   retrieving data representative of a context model comprising at least one criterion that triggers at least one request for input of feedback data from a customer, wherein the at least one criterion includes one or more timelines or conditions that trigger the at least one request from the customer, and that determine to which client computer the at least one request is transmitted to reach the customer;   transmitting the at least one request to the client computer;   receiving feedback data from the client computer in response to the at least one request, wherein feedback data from a certain customer is received only by the feedback-as-a-service engine of the product or service entity user of the system associated with the certain customer;   receiving independent data of the certain customer, where the independent data is independent of the feedback data received and includes personal, customer identifying information of the certain customer, and where the independent data of the certain customer is received only by the feedback-as-a-service engine of the product or service entity user of the system associated with the certain customer;   processing the feedback data and the independent data; and   providing the processed feedback data and the independent data of each feedback-as-a-service engine to a separate dashboard accessed by the associated entity user.   
     
     
         12 . The system of  claim 11 , where the separate dashboard accessed by the associated entity user is a tactical dashboard, wherein the dashboard engine configures the tactical dashboard to include views previously configured by administrators of the entity user; wherein the tactical dashboard includes personal, customer identifying information of the customers, providing that the associated entity user can identify specific customer experiences; wherein the entity user has access only to their tactical dashboard, including only their customers, and cannot access personal, customer identifying information of customers associated with other entity users. 
     
     
         13 . The system of  claim 12 , wherein the step of processing further comprises the entity user implementing one or more actions to correct issues, for a customer, included in the feedback data. 
     
     
         14 . The system of  claim 11 , where the separate dashboard accessed by the associated entity user is a strategic dashboard, wherein the step of processing further comprises:
 stripping personal, customer identifying information from the feedback data and the independent data, to provide anonymous data;   forwarding the anonymous data to the data platform aggregation and analysis engine that algorithmically processes the anonymous data to provide resulting data; and   forwarding the resulting data to the dashboard engine, which provides the resulting data to the strategic dashboard;   wherein the strategic dashboard allows an entity user to access anonymous data of customers providing feedback that are not associated with the entity user, whereby the entity user can perform research, industry surveys, or market investigation using the anonymous data.   
     
     
         15 . The system of  claim 14 , where the strategic dashboard allows an administrator of the entity user to selectively view experiential telemetry, industry trends, rankings, and comparisons, to set benchmarks, and to identify best practices based on the anonymous data. 
     
     
         16 . The system of  claim 11 , wherein the independent data may be sourced from one or more of Hospital Consumer Assessment of Health Providers and System (HCAPHS) surveys, electronic medical records (EMRs), electronic health records (EHRs), data from practice management software (PMS), sensor data (from wearable or remote sensors and embedded medical devices), and location and other meta data, including social media feeds.