Performing follow-up actions based on survey results

Abstract

Systems and methods for prompting follow-up actions in response to a survey. According to some implementations, a computer implemented method includes receiving survey result information that is extracted from an automated survey offered to a survey recipient. The method also includes receiving an indication that one or more follow-up actions are warranted based in part on an analysis of the survey result information and providing a notification to one or more individuals responsible for performing the one or more follow-up actions.

1 . A computer-readable medium encoded with computer-executable instructions, the computer-executable instructions comprising:
 logic adapted to receive survey result information, the survey result information being extracted from responses to an automated survey offered to a survey recipient;   logic adapted to receive an indication that one or more follow-up actions are warranted based in part on an analysis of the survey result information; and   logic adapted to provide a notification to one or more individuals responsible for performing the one or more follow-up actions.   
     
     
         2 . The computer-readable medium of  claim 1 , wherein the logic adapted to receive the indication is further adapted to determine if a follow-up flag has been set. 
     
     
         3 . The computer-readable medium of  claim 1 , wherein the logic adapted to provide the notification further comprises:
 logic adapted to determine if the one or more follow-up actions warrant involvement by a field manager; and   logic adapted to notify the field manager when field manager involvement is warranted.   
     
     
         4 . The computer-readable medium of  claim 1 , wherein the logic adapted to provide a notification further comprises:
 logic adapted to determine if the one or more follow-up actions warrant involvement by a client;   logic adapted to notify the client when client involvement is warranted.   
     
     
         5 . The computer-readable medium of  claim 1 , further comprising:
 logic adapted to display a user interface, the user interface comprising an information section, a survey result section, a customer issue section, and a follow-up actions section;   logic enabling the user to select one or more follow-up actions from the follow-up actions section;   logic adapted to prompt the user to perform at least one of the follow-up actions.   
     
     
         6 . The computer-readable medium of  claim 1 , further comprising logic enabling an operator to:
 authorize sending a gift card to the survey recipient;   send the survey result information to a store where the customer purchased a product;   contact the customer; and   address a customer issue with a delivery team.   
     
     
         7 . A computer implemented method comprising:
 receiving survey result information, the survey result information being extracted from an automated survey offered to a survey recipient;   receiving an indication that one or more follow-up actions are warranted based in part on an analysis of the survey result information;   providing a notification to one or more individuals responsible for performing the one or more follow-up actions.   
     
     
         8 . The computer implemented method of  claim 7 , wherein receiving the indication further comprises determining if a follow-up flag has been set. 
     
     
         9 . The computer implemented method of  claim 7 , wherein providing a notification further comprises:
 determining if the one or more follow-up actions warrant involvement by a field manager; and   notifying the field manager when field manager involvement is warranted.   
     
     
         10 . The computer implemented method of  claim 9 , wherein notifying the field manager further comprises transmitting the survey result information to the field manager. 
     
     
         11 . The computer implemented method of  claim 9 , wherein notifying the field manager further comprises forwarding to the field manager a hyperlink to the survey result information. 
     
     
         12 . The computer implemented method of  claim 7 , wherein the survey result information comprises at least a voice message provided by the survey recipient, the voice message stored in digital form. 
     
     
         13 . The computer implemented method of  claim 12 , further comprising:
 providing, to a field manager, access to the voice message.   
     
     
         14 . The computer implemented method of  claim 13 , further comprising:
 enabling the field manager to access contact information of the survey recipient.   
     
     
         15 . The computer implemented method of  claim 7 , wherein providing a notification further comprises:
 determining if the one or more follow-up actions warrant involvement by a client;   notifying the client when client involvement is warranted.   
     
     
         16 . The computer implemented method of  claim 7 , further comprising:
 displaying a user interface, the user interface comprising an information section, a survey result section, a customer issue section, and a follow-up actions section;   enabling the user to select one or more follow-up actions from the follow-up actions section;   prompt the user to perform at least one of the follow-up actions.   
     
     
         17 . The computer implemented method of  claim 7 , further comprising:
 determining if the survey result information meets criteria for sending an auto-notification to the client; and   sending the auto-notification if the criteria are met.   
     
     
         18 . The computer implemented method of  claim 17 , wherein the criteria include at least a client request to receive an auto-notification and a record of predefined notification criteria in the survey result information. 
     
     
         19 . The computer implemented method of  claim 7 , further comprising:
 enabling an operator to authorize sending a gift card to the survey recipient.   
     
     
         20 . The computer implemented method of  claim 7 , further comprising:
 enabling an operator to send the survey result information to a store where the customer purchased a product.   
     
     
         21 . The computer implemented method of  claim 7 , further comprising:
 enabling an operator to contact the customer.   
     
     
         22 . The computer implemented method of  claim 7 , further comprising:
 enabling an operator to address a customer issue with a delivery team.   
     
     
         23 . The computer implemented method of  claim 7 , further comprising:
 creating a report summarizing the survey result information for a specific day; and   sending the report to one or more field managers on the morning after the specific day.   
     
     
         24 . A survey follow-up system comprising:
 a processing device associated with a computing system, the processing device configured to execute instructions; and   a memory device in communication with the processing device, the memory device configured to store a survey program that is executable by the processing device, the survey program comprising at least:
 a survey follow-up module enabling a user to monitor a plurality of follow-up cases, the follow-up cases including follow-up actions with a survey recipient in response to feedback from the survey recipient; and 
 a survey result reporting module configured to transmit one or more reports to at least one of a service group and a client of the service group. 
   
     
     
         25 . The survey follow-up system of  claim 24 , wherein the survey follow-up module is configured to:
 receive survey result information, the survey result information being extracted from an automated survey offered to a survey recipient;   receive an indication that one or more follow-up actions are warranted based in part on an analysis of the survey result information; and   provide a notification to one or more individuals responsible for performing the one or more follow-up actions.   
     
     
         26 . The survey follow-up system of  claim 24 , wherein the survey follow-up module is further configured to:
 display a user interface having an information section, a survey result section, a customer issue section, and a follow-up actions section;   enabling the user to select one or more follow-up actions from the follow-up actions section;   prompt the user to perform at least one of the follow-up actions.   
     
     
         27 . The survey follow-up system of  claim 24 , wherein the survey follow-up module is further configured to:
 provide a user interface enabling a user to perform a search of the records of multiple follow-up cases, the user interface displaying the records in order of an age of the follow-up case, the age representing the time from a completion of an automated survey to the present.   
     
     
         28 . The survey follow-up system of  claim 24 , wherein the survey follow-up module is further configured to:
 calculate compensation payments for members of the service group based in part on high quality customer service.