METHOD FOR ACQUIRING, MANAGING AND PROCESSING INFORMATION CONCERNING THE DEGREE OF CUSTOMER SATISFACTION AND IT PRODUCT USING SUCH METHOD

摘要

The present invention relates to a method for acquiring, managing and processing information concerning the degree of customer satisfaction to provide information about the quality of the service offered by the activity center and an IT product using such acquiring method. Particularly, the method foresees the steps of providing a database (6) containing first statistically relevant data (5), said first statistically relevant data having been captured using a statistical technique (2A), providing a questionnaire (3A) which comprises a plurality of questions wherein a first set (3B) of said plurality of questions relates to the characteristics of said activity center and/or to the satisfaction degree of said user and a second set (3C) of said plurality of questions relates to the data of said user, receiving second statistically relevant data (7) representative of the answers to the plurality of questions proposed in the questionnaire (3A) and storing said second statistically relevant data (7) in said database (6). The method is characterized by evaluating said second statistically relevant data (7) as a function of said first statistically relevant data (5) so that each set (3B, 3C) of said plurality of questions that form said questionnaire (3A) is assigned a weight for generating second statistically relevant weighted data (13), by providing a summary measure (14) of said second statistically relevant weighted data (13) to determine a summary index (14A), said summary index (14A) allowing evaluation of the quality of the service offered by said activity center, said summary index (14A) including at least one alphanumeric judgment in a range of values from a minimum value to a maximum value and by generating at least one first report (15) representative of said summary index (14A).