Browse Prior Art Database

Worldwide Call Satisfaction Survey Tool

IP.com Disclosure Number: IPCOM000015857D
Original Publication Date: 2002-May-16
Included in the Prior Art Database: 2003-Jun-21
Document File: 2 page(s) / 43K

Publishing Venue

IBM

Abstract

A survey tool is disclosed whose goal is to provide a method of globally surveying users who have contacted and received support from customer service centres in a number of different countries.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 51% of the total text.

Page 1 of 2

Worldwide Call Satisfaction Survey Tool

A survey tool is disclosed whose goal is to provide a method of globally surveying users who have contacted and received support from customer service centres in a number of different countries.

Requirements for such a program include:
1. The survey tool has to be capable of surveying in any number of specified languages.
2. It also has to be possible to provide a survey in two languages when there is a legal requirement, eg in Canada.
3. The surveys have to be mailed to the customer using a suitable environment such as Lotus Notes.
4. All data received from the surveys has to be analysed from within the survey tool.
5. There should be the capability to allow the customer to provide comments and to specify reasons for dissatisfaction.
6. Demographics to be obtained
7. The following data has also to be provided and analysed :
a) root cause analysis
b) comments analysis
c) agent call satisfaction analysis
d) call satisfaction by demographic factors.
8. Flexibility in type of data source.

The survey tool provides these requirements as follows:
1. Surveying in any number of specified languages is achieved by creating separate language documents in the required languages and then have the language document data inherited into to the customers' survey document as instructed by data placed in the data extract to be uploaded. The survey questions are not hardcoded and can be modified at any time.
2. Providing surveys in two languages is achieved by creating an additional 'two language' survey form/document which will accomodate any two languages pulled from the one language survey documents. Again the data to determine which survey type, in the case of this particular survey, one or two language survey documents and the survey languages are found in the data extract to be uploaded. In one tool implementation, it is now possible to have from 1 to 5 languages available on each survey document.
3. Currently the surveys are mailed to the customer within the Lotus Notes environment. The customer receives the complete survey document with the template (stored form) so that the survey document can be read and answered. On completion of the survey document the customer submits the survey document and the survey document is mailed back to the survey database where the survey data is processed. When the survey is submit...