Performing follow-up actions based on survey results
Systems and methods for prompting follow-up actions in response to a survey are disclosed. According to some implementations, a computer-implemented method may include conducting an automated survey on a customer associated with a customer location regarding a service performed by a servicer for a customer associated with the customer location, the automated survey being configured by a computer utilizing a processing device to automatically prompt the customer for survey result information regarding the quality of the service performed by the servicer for the customer associated with the customer location, wherein the customer location is the location of the customer from which the servicer leaves upon completion of the service performed by the servicer for the customer. The method may also include automatically receiving, by the computer, the survey result information regarding the service performed by the servicer for the customer associated with the customer location. Additionally, the method may include analyzing, by an automated survey result analyzing module, the survey result information to determine whether the at least one follow-up action is warranted based in part on an analysis of the automated survey result information received from the customer in response to the automated survey. Further, in response to determining that the at least one follow-up action is warranted, the method may include providing a notification, by the computer, to the at least one individual responsible for performing the at least one follow-up action.
1. An automated survey system including a memory device for storing a survey program and a database, the automated survey system configured to:
store customer order information in a database in a memory device;
receive, by a survey triggering module in a survey program, a communication indicating completion of one of the customer orders performed for a customer by a servicer at a customer location;
create, by the survey triggering module, a survey case associated with the completed customer order and store the survey case in a scheduling queue in the database;
trigger, by the survey triggering module, a survey responsive to the survey case in the scheduling queue after a predetermined delay;
conduct, by a survey conducting module in the survey program, the survey with the customer by retrieving from the database a survey script and customer information associated with the completed customer order and contacting the customer;
capture, by the survey conducting module, survey result information from the customer in response to conducting the survey;
analyze, by a survey result analyzing module in the survey program, the survey result information to obtain a survey score;
determine, by the survey result analyzing module, whether the survey score meets a first predetermined criteria;
if the survey score meets the first predetermined criteria, send a notification to a client;
determine, by the survey result analyzing module, whether the survey score meets a second predetermined criteria; and
if the survey score meets the second predetermined criteria, perform follow-up actions.
2. The automated survey system of claim 1 , further configured to:
determine, by a survey result monitoring module in the survey program, whether the survey result information includes a customer voice message;
if the survey result information includes a customer voice message, provide the customer voice message to a survey monitor; and
receive, by the survey result monitoring module, survey monitor input from the survey monitor and add the survey monitor input to the survey result information.
3. The automated survey system of claim 2 , wherein the survey monitor input comprises a summary of the voice message from the customer.
4. The automated survey system of claim 2 , wherein the survey monitor input comprises a selection of a customer issue from a list of predefined customer issues.
5. The automated survey system of claim 2 , wherein the survey monitor input comprises a selection of a follow-up action from a list of a plurality of follow-up actions.
6. The automated survey system of claim 1 , wherein the survey result information comprises numeric responses to the survey questions via a telephone communication channel.
7. The automated survey system of claim 6 , wherein analyzing the survey result information to obtain a survey score comprises averaging the numeric responses received from the customer.
8. The automated survey system of claim 1 , wherein the follow-up actions comprise providing survey result information to a client.
9. The automated survey system of claim 1 , wherein the follow-up actions comprise providing survey result information to the servicer.
10. A computer-implemented method for conducting an automated survey, comprising the steps of:
saving customer order information in a database in a memory device;
receiving, by a survey triggering module, a communication indicating completion of one of the customer orders performed for a customer by a servicer at a customer location;
creating, by the survey triggering module, a survey case associated with the completed customer order and storing the survey case in a scheduling queue in the database;
triggering, by the survey triggering module, a survey responsive to the survey case in the scheduling queue after a predetermined delay;
conducting, by a survey conducting module in the survey program, the survey with the customer by retrieving from the database a survey script and customer information associated with the completed customer order and contacting the customer;
capturing, by the survey conducting module, survey result information from the customer in response to conducting the survey;
analyzing, by a survey result analyzing module in the survey program, the survey result information to obtain a survey score;
determining, by the survey result analyzing module, whether the survey score meets a first predetermined criteria; and
if the survey score meets the first predetermined criteria, performing follow-up actions.
11. The computer-implemented method of claim 10 , further comprising the steps of:
determining, by a survey result monitoring module in the survey program, whether the survey result information includes a customer voice message;
if the survey result information includes a customer voice message, providing the customer voice message to a survey monitor; and
receiving, by the survey result monitoring module, survey monitor input from the survey monitor and add the survey monitor input to the survey result information.
12. The computer-implemented method of claim 11 , wherein the survey monitor input comprises a selection of a follow-up action from a list of a plurality of follow-up actions.
13. The computer-implemented method of claim 11 , wherein the survey monitor input comprises a summary of the voice message from the customer.
14. The computer-implemented method of claim 11 , wherein the survey monitor input comprises a selection of a customer issue from a list of predefined customer issues.
15. The computer-implemented method of claim 10 , further comprising the steps of:
determining, by the survey result monitoring module, whether the survey score meets a second predetermined criteria; and
if the survey score meets the second predetermined criteria, sending a notification to a client.
16. The computer-implemented method of claim 10 , wherein the follow-up actions comprise making follow-up information available to a field manager.
17. The computer-implemented method of claim 16 , wherein the follow-up actions further comprise enabling the field manager to edit the follow-up information.
18. The computer-implemented method of claim 10 , wherein the follow-up actions comprise making follow-up information available to a client.
19. The computer-implemented method of claim 18 , wherein the follow-up actions further comprise enabling the client to edit the follow-up information.