CUSTOMER FEEDBACK SYSTEM

摘要

The system and method allows an organization to receive different types of customer feedback, process the feedback, store the feedback, determine feedback that is related (such as multiple feedback items that are from the same customer, discuss the same product, service, or event), analyze the related feedback, and initiate actions based on the received customer feedback. The method and system may initiate actions based on whether the analyzed, related feedback exceeds a threshold. For example, the method and system may initiate customer recovery efforts if too many negative feedback items are received from the same customer. The method and system may assign weights to different types of feedback before completing the threshold calculation.

主权项

1. A computer system comprising:
a processor; and a program memory storing executable instructions that when executed by the processor cause the computer system to:
receive a first feedback item from a first customer via a first channel,
wherein the first feedback item is a social media message, customer complaint, or a customer response,wherein the first channel is a social media website or a social media system;receive a second feedback item from a second customer via a second channel,
wherein the second feedback item is a solicited response to a customer survey provided by an organization to a customer,wherein the second channel is a phone call, email, letter, website, meeting, conversation, fax, or text message, wherein the website is not a social media website,wherein the first channel is different from the second channel;process the first feedback item;process the second feedback item;determine the first feedback item and second feedback item are related; andinitiate an action based on the related first feedback item and second feedback item.