System and method for customer satisfaction survey and analysis for off-site customer service
A system and method for customer satisfaction survey for a customer service provided over a telephone network. A customer initiates a telephone call to a customer service number provided by a company. The company's PBX receives the call and transfers it to a computer telephony integration (CTI) server for dynamically assigning an available customer service representative to the call. During the course of a call, the CTI server monitors the call for push-tones transmitted by the caller. Receipt of a push-tone during the conversation is assumed to be an indication of the customer's satisfaction associated with the call at the time the push-tone was transmitted. The CTI server also presents questions to the customer at the end of the call but prior to hangup to receive additional feedback about the customer's satisfaction about the call. The gathered information is stored as customer satisfaction data for later analysis by an analysis computer.
1. A method for obtaining and analyzing customer satisfaction information, the method comprising:
establishing telephonic communication between a first user and a second user, the second user providing a service to the first user during the telephonic communication;
receiving signaling data during the telephonic communication, the signaling data corresponding to a particular voice portion of the telephonic communication;
translating the signaling data to a satisfaction rating indicative of satisfaction with the service being provided by the second user during the particular voice portion of the telephonic communication, and;
storing the satisfaction rating in a data store in association with an indicia identifying the particular voice portion of the telephonic communication for retrieving the satisfaction rating and the particular voice portion from respectively the data store and a voice data store for determining a customer satisfaction level.
2. The method of claim 1 , wherein the signaling data is touch-tone data.
3. The method of claim 1 further comprising associating the satisfaction rating with the second user.
4. The method of claim 1 , wherein the second user is a customer service representative.
5. The method of claim 1 , further comprising presenting questions to the first user, at an end of the telephonic communication but before termination of the telephonic communication, a response by the first user being provided by selecting a touch-button corresponding to the response.
6. The method of claim 1 , wherein the questions presented to the first user at an end of the telephonic communication but before termination of the telephonic communication, ask the first user to rate a waiting time for reaching the customer service representative, a result of the telephonic communication, or a behavior of the customer service representative.
7. The method of claim 1 , wherein the indicia is a time value.
8. The method of claim 7 , wherein the indicia is an offset time from beginning of the telephonic communication.
9. The method of claim 1 further comprising analyzing the satisfaction rating under control of an analysis computer for determining the customer satisfaction level.