The United States Patent and Trademark Office (USPTO) uses surveys to monitor quality of experience. Beyond surveys, an abundance of actionable data exists on the internet. Locating these data requires studying alternate methods to gain insight on customer perceptions. The goal of our project was to study one such method, Passive Data Collection (PDC). PDC uses software to collect data without a customer’s explicit permission. These data include social media posts, blog posts and discussion websites. Our research included a literature review of PDC techniques and software, employee interviews, and a SWOT analysis of the USPTO’s current system. Based on this research, the USPTO should implement a PDC system and also increase social media use to facilitate feedback.

• This report represents the work of one or more WPI undergraduate students submitted to the faculty as evidence of completion of a degree requirement. WPI routinely publishes these reports on its website without editorial or peer review.

Creator

• Garfinkel, Lillian
• Whichard, Wayde S.
• Staw, Benjamin
• Scheufele, Joseph C.

Subject

• Computing
• Innovation
• Industry
• Community

Publisher

• Worcester Polytechnic Institute

Identifier

• E-project-121120-152707
• 5046

Parola chiave

• Passive Data Collection
• Satisfaction
• Quality of Experience
• Customer Perception
• Sentiment
• Data Analysis

Advisor

• Ault, Holly Keyes
• Hanlan, James P.

Year

• 2020

Center

• Washington, DC Project Center - IQP

Sponsor

• United States Patent and Trademark Office

UN Sustainable Development Goals

• 8 - Decent Work and Economic Growth
• 9 - Industry, Innovation and Infrastructure
• 10 - Reducing Inequality

Date created

• 2020-12-11

Resource type

• Interactive Qualifying Project

Rights statement

• In Copyright

Ultima modifica

• 2021-03-09