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A method for reporting and tracking of customer satisfaction. Service evaluation system for each channel segment.

IP.com Disclosure Number: IPCOM000016370D
Original Publication Date: 2002-Nov-20
Included in the Prior Art Database: 2003-Jun-21

Publishing Venue

IBM

Abstract

Disclosed is the structure for acquiring the customer evaluation to the service provided by internet homepages,clerks at the counter and/or automatic machines which we call service channels and have direct contacts with customers. It totals and analyzes evaluation of customers, and evaluates each service channel. It provides the procedure for processing a customer demand. It provides the means for analyzing the channel fastidiousness by the customer. It provides the means for analyzing a proper service channel for each customer segment. This invention is characterized by comparing the information for customer identification with the information for corresponding service channel in a database. A customer is guided to insert a member card and/or the self-terminal(for example, kiosk terminal). The self-terminal is equipped with an input interface (a keyboard, touch panel), and provides the operation menu panel which is characterized for each customer to input satisfaction score. A customer operates the self-terminal and evaluates about a service level. The evaluation result can cooperate with the database where the service contents offered were stored, and now it is recoreded in the database. A bank is mentioned as an example. The channel for individual customers which a bank offers is as follows.