Nomura Research Institute’s patent involves a customer analysis device that calculates action and emotion indicators based on user responses to survey questions. The device then displays the influence of emotions on actions, providing valuable insights for service improvement. The device also includes features for excluding biased responses for accurate analysis. GlobalData’s report on Nomura Research Institute gives a 360-degree view of the company including its patenting strategy. Buy the report here.
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According to GlobalData’s company profile on Nomura Research Institute, Virtual banking assistant was a key innovation area identified from patents. Nomura Research Institute's grant share as of April 2024 was 49%. Grant share is based on the ratio of number of grants to total number of patents.
Customer analysis device for financial service feedback analysis
A recently granted patent (Publication Number: US11941671B2) discloses a customer analysis device that aims to gauge customer satisfaction and preferences through a series of questions and indicators. The device includes components such as an action indicator calculation unit, emotion indicator calculation unit, correlation calculation unit, influence display unit, transmission unit, reply acquisition unit, and achievement calculation unit. These units work together to collect user responses, calculate various indicators, display emotional influences on actions, and determine the achievement value of the service provider based on user feedback. The device also features questionnaires with main questions and sub-questions to assess desires related to purchasing, continuing to use, and recommending a service, along with a free comment box for additional input. By analyzing user responses and excluding certain conditions, the device provides valuable insights into customer sentiments and service provider performance.
Furthermore, the patent includes additional claims related to the calculation of action indicators based on user replies to specific questions, acquiring and analyzing emotion indicators, notifying users based on correlation coefficients and difference values, and storing a customer analysis program on a computer-readable medium. These claims highlight the comprehensive nature of the customer analysis device in understanding customer emotions, desires, and feedback. By utilizing a combination of questionnaires, indicators, and natural language processing, the device offers a sophisticated approach to evaluating customer experiences and improving service provider performance. Overall, the patent showcases an innovative system for customer analysis that can potentially enhance customer satisfaction and loyalty in various service industries.
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