A system for evaluating and responding to customer satisfaction index (CSI) data generated by businesses such as automotive dealers and call centers. The system includes a reporting module providing (210) on-line reporting of the CSI data, a diagnostic module (212) for generating comparisons and for identifying issues relating to the CSI data, a research module (216) for conducting on-line research relating to the generated comparisons and identified issues, a procedures module (220) for viewing business procedures relating to the generated comparisons and identified issues, a training module (224) for providing and tracking via on-line and/or off-line training affecting the generated comparisons, the identified issues and/or the procedures, a sales and recognition building module (228) tracking motivation programs, and a customer retention module.
展开▼
