SYSTEM AND METHOD FOR MANAGING CUSTOMER FEEDBACK

• US 20160034930A1
• Filed: 07/31/2014
• Published: 02/04/2016
• Est. Priority Date: 07/31/2014
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Bjelajac, Cris, Sudbey, David, Tallarico, John, Verschoor, Marc J.
• Application Number:
  US14/448,875
• Publication Number:
  US 20160034930A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: G06Q 30/0282 Rating or review of business operators or products

Abstract

In a method for managing customer feedback, the method includes: receiving, by a processor, a survey response to a survey question; associating, by the processor, the survey response with a corresponding key performance indicator (KPI); calculating, by the processor, a KPI score for the survey response to the survey question based on the corresponding KPI and the survey response, wherein the KPI score is normalized to a predetermined range of scores; and outputting, by the processor, the KPI score for prompting an action in response.

Claims

1. A method for managing customer feedback, the method comprising:

receiving, by a processor, a survey response to a survey question;

associating, by the processor, the survey response with a corresponding key performance indicator (KPI);

calculating, by the processor, a KPI score for the survey response to the survey question based on the corresponding KPI and the survey response, wherein the KPI score is normalized to a predetermined range of scores; and

outputting, by the processor, the KPI score for prompting an action in response.

2. The method of claim 1, wherein the predetermined range of scores is between 0 and 1, inclusive.

3. The method of claim 1, further comprising:

receiving, by the processor, a relative weight for the corresponding KPI; and

normalizing, by the processor, the survey response with respect to the corresponding KPI based on the relative weight.

4. The method of claim 1, further comprising storing, by the processor, the KPI score for the survey response in a memory.

5. The method of claim 4, further comprising displaying, by the processor, information regarding the KPI score on a display.

6. The method of claim 1, further comprising:

identifying, by the processor, a plurality of KPIs; and

generating, by the processor, a user interface for creating the survey question and establishing a relative weight for the corresponding KPI among the plurality of KPIs.

7. The method of claim 6, further comprising:

transmitting, by the processor, a request to answer the survey question to an electronic device operated by a customer; and

receiving, by the processor, the survey response from the electronic device.

8. The method of claim 1, further comprising:

transmitting, by the processor, a notification to a first electronic device, in response to the survey response to the survey question having a value less than a threshold value;

receiving, by the processor, a reply communication in a first communication medium from the first electronic device, wherein the reply communication comprises an instruction to contact a customer associated with the survey response; and

initiating a connection, by the processor, between the first electronic device and a second electronic device associated with the customer in a second communication medium different from the first communication medium in response to the receiving of the reply communication.

9. The method of claim 8, wherein the first communication medium comprises a short messaging service text message and the second communication medium comprises a voice communication.

10. The method of claim 1, further comprising transmitting, by the processor, the survey question to an electronic device associated with a customer.

12. The system of claim 1, wherein the predetermined range of scores is between 0 and 1, inclusive.

13. The system of claim 1, wherein the instructions further cause the processor to:

receive a relative weight for the corresponding KPI; and

normalize the survey response with respect to the corresponding KPI based on the relative weight.

14. The system of claim 1, wherein the instructions further cause the processor to store the KPI score for the survey response in a memory.

15. The system of claim 1, wherein the instructions further cause the processor to display information regarding the KPI score on a display.

16. The system of claim 1, wherein the instructions further cause the processor to:

identify a plurality of KPIs; and

generate a user interface for creating the survey question and establishing a relative weight for the corresponding KPI among the plurality of KPIs.

17. The system of claim 1, wherein the instructions further cause the processor to:

transmit a request to answer the survey question to an electronic device operated by a customer; and

receive the survey response from the electronic device.

18. The system of claim 1, wherein the instructions further cause the processor to:

transmit a notification to a first electronic device, in response to the survey response to the survey question having a value less than a threshold value;

receive a reply communication in a first communication medium from the first electronic device, wherein the reply communication comprises an instruction to contact a customer associated with the survey response; and

initiate a connection between the first electronic device and a second electronic device associated with the customer in a second communication medium different from the first communication medium in response to the receiving of the reply communication.

19. The system of claim 1, wherein the first communication medium comprises a short messaging service text message and the second communication medium comprises a voice communication.

20. The system of claim 1, wherein the instructions further cause the processor to transmit the survey question to an electronic device associated with a customer.

11. A system for managing customer feedback, the system comprising:

a processor; and

a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

receive a survey response to a survey question;

associate the survey response with a corresponding key performance indicator (KPI);

calculate a KPI score for the survey response to the survey question based on the corresponding KPI and the survey response, wherein the KPI score is normalized to a predetermined range of scores; and

output the KPI score for prompting an action in response.