MANAGING CUSTOMER SATISFACTION IN A NETWORKED MARKETPLACE

摘要

Techniques for managing customer satisfaction in a network workplace are presented herein. A transaction module may be configured to retrieve an indicator that describes a transaction between a consumer and a merchant. The transaction module may compare the indicator to a set of threshold indicators and may declare the transaction unsatisfactory if the response to the indicator exceeds one of the threshold indicators. A communication module may send one or more messages to the merchant in response to declaring the transaction unsatisfactory. An incentive module may determine, based on the response from the merchant, whether the merchant will provide an incentive to the consumer. In response to the merchant not providing an incentive, the incentive module may determine a system incentive to provide to the consumer.

主权项

1. A computer system comprising:
a processor; a memory device holding an instruction set executable on the processor to cause the computer system to perform operations comprising:
retrieving an indicator that describes a transaction between a consumer and a merchant, the indicator selected from the group consisting of a consumer satisfaction level, a shipping condition, and a merchant indicator of conformance;comparing the indicator to at least one threshold indicator;declaring the transaction as unsatisfactory in response to the indicator exceeding one of the threshold indicators;sending one or more messages to the merchant in response to declaring the transaction as unsatisfactory, the messages comprising an identification of the transaction, the indicator, and a request to provide an incentive to the consumer;determining, based on a response from the merchant, whether the merchant will provide the incentive to the consumer and, in response to the merchant not providing the incentive, determining a system incentive to provide to the consumer; andtransmitting to the consumer one or more messages comprising an identification of the transaction, the indicator, and one of an identification of the incentive from the merchant and the system incentive.