Customer satisfaction system and method

• US 7,698,162 B2
• Filed: 02/25/2002
• Issued: 04/13/2010
• Est. Priority Date: 02/25/2002
• Status: Active Grant

• Current Assignee: Intel Corporation
• Original Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Inventors: Vaccarelli, Vincent P., von Bergman, Barbara
• Primary Examiner(s): Kramer; James A
• Assistant Examiner(s): WONG, ERIC TAK WAI
• Application Number:
  US10/083,263
• Publication Number:
  US 20030163380A1
• Time in Patent Office: 2,969 Days
• Field of Search: 705/10, 705/9, 705/8, 705/7
• US Class Current: 705/7.32
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls

Abstract

A customer satisfaction system, includes a query module for automatically sending queries to customers as to problems with goods or services provided by a provider according to a predetermined schedule and for receiving responses from customers to the queries; an analysis module for analyzing responses from customers and for sending responses indicating a problem to a problem solver for resolution; and at least one problem solver for responding to customer problems, for generating solutions to customer problems and for transmitting solutions to customers; wherein, upon transmission of a solution to a customer problem to a customer, the query module sends a query to the customer requesting verification that the problem has been solved.

Claims

1. A computer-readable medium tangibly embodying computer-executable instructions which when executed by a computer processor perform a customer satisfaction method comprising the steps of:

automatically sending, according to a predetermined schedule, open-ended queries to customers as to whether the customers have any problems with goods or services provided by a provider that have not been resolved to each customer'"'"'s satisfaction, wherein a query includes a user interface for receiving open-ended responses input from the customers;

receiving responses from customers to the queries;

analyzing responses from customers to identify a customer problem;

transmitting the identified customer problem to a problem solver for resolution;

receiving a solution to the identified customer problem from the problem solver;

transmitting the solution to the customer; and

sending a query to the customer requesting verification that the problem has been solved;

wherein the method first identifies a problem by analyzing a customer response to an open-ended query, solves the identified problem, and then has the customer verify that the identified problem has been solved.

2. The computer-readable medium of claim 1, further comprising instructions for storing a copy of each query sent, response received, problem identified, and solution generated.

3. The computer-readable medium of claim 2, further comprising instructions for generating a report of queries sent, responses received, problems identified, and solutions generated.

4. The computer-readable medium of claim 1, wherein queries are sent via e-mail and responses are received via e-mail.

5. The computer-readable medium of claim 1, further comprising instructions for analyzing customer responses with a pattern recognition system.

6. The computer-readable medium of claim 2, further comprising instructions for problem reporting and maintaining a customer relationship management database.

7. The computer-readable medium of claim 5, further comprising instructions for storing a record of customer queries, customer responses, customer problems and solutions.

8. The computer-readable medium of claim 1, wherein the predetermined schedule comprises once a month.

9. The computer-readable medium of claim 1, wherein the predetermined schedule comprises once a week.

10. The computer-readable medium of claim 1, wherein the identified customer problem is closed responsive to receiving a response from the customer verifying that the problem has been solved to the customer'"'"'s satisfaction.

11. The computer-readable medium of claim 1, wherein a new customer problem is opened responsive to receiving a response from the customer that the problem has not been solved.

12. The computer-readable medium of claim 4, wherein an email query includes a yes link for enabling a customer to respond in the affirmative to the query as to whether the customer has any problems with goods or services provided by a provider that have not been resolved to the customer'"'"'s satisfaction and a no link for enabling a customer to respond in the negative, wherein responsive to selection of the yes link, the system displays an interface for receiving input from the customer describing the problem that has not been resolved to the customer'"'"'s satisfaction.