Marc P Jeffery

US Patent:

20060143025, Jun 29, 2006

Filed:

Dec 23, 2004

Appl. No.:

11/019998

Inventors:

Adrian Jeffery - Marietta GA, US
Marc Jeffery - Seminole FL, US

International Classification:

G06Q 99/00

US Classification:

705001000

Abstract:

A Dissatisfaction Alert and Management System and process for monitoring, Alerting and managing in real time negative Customer Experience's in retail and retail service environments. A system which Alerts clients in real time to poorly scoring pre-defined performance parameters flagged as important to a positive Customer Experience and Satisfaction with the pre defined programmatic preferred resolution strategy via e-mail. The system may be deployed singularly or throughout the enterprise and comprises an in situ Point of Experience (POE) appliance (referred to as a user process), a set of remote system processes existing with appropriate framework established to facilitate the real-time distribution of queries to one or more user processes independently and allow for the collection and analysis of their responses in real-time. A persistent means of storing all collected responses and the support framework which allows for automated or user-driven detailed Alert analysis and Alert report generation at any time, a persistent means of storing all queries and the required framework to facilitate their distribution to user processes, a method of monitoring query responses in real-time and issuing Alerts in real-time based on predefined parameters.