Abstract:
An improved survey method is disclosed for evaluating the satisfaction of a client with the services and support provided by a service provider. The survey method includes first surveying at least one representative of a service provider providing a service to a client. A plan is then developed for the client based on survey data from the service provider representative survey to address at least one aspect of the provided service requires changing. The developed plan is then presented to the client. A second survey is then taken of at least representative of the client based on performance of the service provider and the developed plan. The survey method advantageously exploits the knowledge of those service provider representatives that provide a service to the client for identifying advantageous modifications of the service or support areas before presenting the client with a survey. In such manner, such survey results would enable a service provider to more quickly implement a plan for service changes that would likely increase client satisfaction with a single or reduced number of client surveys.

Description:
FIELD OF THE INVENTION 
   The invention relates generally to a client satisfaction survey method and more particularly to a computer implemented method for surveying a client regarding the level of satisfaction with the value and services received from a service provider. 
   BACKGROUND 
   Service providers in many industries rely upon client satisfaction surveys in one form or another to obtain feedback regarding how their clients perceive their performance in providing such services and corresponding support. For example, information technology service providers have employed client satisfaction surveys to gain an understanding of level of satisfaction that clients have with their provided service and support. In this manner, such information technology service providers can determine whether areas or facets of their provided service and support need improvement. 
   Typically, existing client satisfaction surveys are comprised of questions related to the provided service with the survey taker responding by selecting one of multiple choices directed to respective levels of satisfaction. Such surveys are often distributed in paper form to employees of a client, or electronically through an electronic mail system implemented on internal computer network. Additionally, client employees have been invited to take multiple choice electronic surveys at websites over the Internet. 
   The results of such surveys are then evaluated and the resulting information is often graphically depicted to facilitate understanding as to those service and support areas with high satisfaction and those service or support areas where improvement may be needed. client satisfaction surveys are often given periodically to ascertain whether such changes have improved client satisfaction those service or support areas needing attention, as well as to identify other service areas needing improvement. Commercially available conventional on-line computer-based software tools for creating the questions of client satisfaction surveys and evaluating survey results include, for example, Zoomerang from MartketTools, Inc. and SelectSurveyASP from ClassApps.com. 
   However, existing client satisfaction survey tools disadvantageously provide limited options to service providers. For example, a service provider that implemented a remedial change in the service or support it provides must await the results of a subsequent client satisfaction survey to identify if such changes had improved client satisfaction. Moreover, it is often difficult to respond with effective remedial changes as quickly as service providers would like because it would likely require a burdensome number of surveys taken by the client over a period of time. Accordingly, an improved survey method is desired by industries to allow service providers to adapt their services and support for improving client satisfaction without imposing a burdensome number of surveys on the client. 
   SUMMARY OF THE INVENTION 
   An improved computer-based survey method of the invention overcomes the previously described disadvantages of existing client satisfaction survey methods. The improved survey method according to the invention includes surveying at least one representative of a service provider providing a service to a client. A plan is then developed for the client based on survey data from the service provider representative survey to address at least one aspect of the provided service that requires changing, if any. The developed plan is then presented to the client. A survey is then taken of at least one representative of the client based on performance of the service provider and the developed plan. 
   The invention advantageously develops a plan, such as a remedial plan, based on a first survey of the service provider representatives that provide a service to the client and the client is then provided a survey that inquires about the service provider&#39;s performance as well as the proposed plan. Accordingly, the invention advantageously exploits the knowledge of those service provider representatives that provide a service to the client for identifying advantageous modifications of the service or support areas before presenting the client with a survey. In such manner, such survey results would enable a service provider to more quickly implement a plan for service changes that would likely increase client satisfaction with a single or reduced number of client satisfaction surveys. 
   In accordance with another aspect of the invention, the client survey is designed and the responses are analyzed in manner to distinguish between response scores from value-based survey questions and service-based questions. In particular, a services-based weighted average score based on client responses to service-related survey questions is determined and correspondingly, a value-based weighted average score based on client responses to value-related survey questions is determined. In this manner, it would be possible to determine more accurately how the client values its service provider relationship. 
   Exemplary service providers that may take advantage of the business-to-business invention include information technology services, internal and customer call center services, such as for providing helpdesk services, employee and/or retirement benefit services, marketing, and human resources. 

   
     BRIEF DESCRIPTION OF THE DRAWINGS 
     These and other aspects of exemplary systems and methods according to the principles of the invention are disclosed with reference to the drawings, in which: 
       FIG. 1  is a block diagram of an exemplary system for implementing the principles of the invention; 
       FIG. 2  illustrates an exemplary survey flow diagram in accordance with the principles of the invention; 
       FIG. 3  illustrates an exemplary flow diagram of an improved survey process of a survey computer in accordance with the invention. 
       FIG. 4  illustrates an exemplary diagram presenting the service-value index of survey results in accordance with another aspect of the invention; and 
   

   DETAILED DESCRIPTION 
     FIG. 1  illustrates a schematic block diagram of an exemplary configuration  100  for implementing the improved survey method according to the invention. The configuration  100  includes a service provider data network system  110  and a client data network system  160  connected to the publicly-accessible Internet and/or electronic mail network  150 . The client that uses the network system  160  receives services or support from the service provider operating the network system  110 . 
   The service provider network  110  includes service provider computers  120  and  125  coupled to a computer  135  via network  130 . The computers  120  and  125  are used by service provider representatives that, for example, directly or indirectly manage and/or provide a service or services to the client using the network system  130 , or that communicate with or receive information form others that directly or indirectly provide the services or support to such client. The computer  135  selects, organizes, and/or administers satisfaction survey questions to be provided to the clients and will alternatively be referred to as survey computer  135 . The computer  135  is also useable for receiving responses to the survey questions. A database  140  for storing and maintaining survey questions and responses is connected to the survey computer  135 . Accordingly, the survey computer  135  is able to retrieve survey questions from the database  140  as well as communicate survey response data to and from the database  140 . 
   A network server  115  is coupled between the survey computer  135  and the Internet and/or electronic mail network  150 . A network server  165  of the client system  160  is also connected to the Internet and/or electronic mail network  150 . The client network server  165  is further connected to client computers  170 ,  175  and  180  by data network  168 . In accordance with the invention, the client representatives using the computers  170 ,  175  and  180  should be directly or indirectly receiving the services or support provided by the service provider, or communicate with or receive information from others that directly or indirectly receive the services or support provided by the service provider. It is also advantageously possible for either or both network servers  115  and  165  to provide an Internet firewall security capability. 
   It should be readily understood that the respective service provider and client network systems  110  and  160  are depicted as two and three computers, respectively, for illustration and ease of discussion purposes only. The invention is equally applicable to those client and service provider network systems having a significantly larger number of computers coupled thereto. 
   In operation, the survey computer  135  can provide a first set of survey questions obtained from the database  140  to respective service provider representatives using the computers  120  and  125 . Correspondingly, the service provider network system  110  enables service provider representatives using the computers  120  and  125  to provide their responses to such survey questions to the survey computer  135  for recording in the database  140 . Likewise, the survey computer  135  can provide a second set of survey questions obtained from the database  140  to respective client representatives using the computers  170 ,  175  and  180  via the network server  115 , Internet and/or electronic mail network  150 , and network server  165 . 
   The particular configuration employed for the network systems  110  and  160  depicted in  FIG. 1  is for illustration purposes only. The particular method or methods employed by the service provider network system  110  to communicate the survey questions to the respective service provider and client representatives using the computers  120  and  125  and computers  170 ,  175  and  180 , as well as for receiving such representatives corresponding responses back to the survey computer  135  is not critical for practicing the present invention. It is only necessary according to the survey method of the invention that the survey computer  135  communicate respective survey questions to and receive responses from respective service provider and client representatives using the computers  120  and  125  and computers  170 ,  175  and  180 . It is possible to provide access to the representatives using the computers  120  and  125  to a website established for providing such survey questions form the survey computer  135  and gathering the representatives&#39; responses for communication back to the survey computer  135 . 
   Moreover, it is also possible to employ different network configurations for communicating the survey questions between a survey computer and service provider and client representatives than that shown in  FIG. 1  to practice the principles of the invention. For example, it is possible to eliminate the respective network systems  110  and  160  and correspondingly, communicate survey questions to and receive responses from e-mail enabled computers of service provider and client representatives using conventional e-mail techniques. In a similar manner, the method of the present invention can also be implemented using computers of service provider and client representatives that have access to the Internet whereby the survey questions are provided and responses gathered by an interactive web-page. 
   Further, in accordance with the invention, it is not critical for the functions of the survey computer  135  to be performed by a stand-alone computer as depicted in the configuration  100 . It is possible for such functions to be implemented on a computer performing other operations for the service provider with the corresponding database  140  residing in memory of such computer. 
     FIG. 2  is an exemplary flow diagram  200  of an improved survey method in accordance with the invention. The steps of the flow diagram  200  in  FIG. 2  will be described with respect to the configuration  100  of  FIG. 1 . In step  210 , a particular set of survey questions is developed and communicated by the survey computer  135  to certain service provider representatives that use the computers  120  and  125  and have provided or are providing services to the client to be surveyed, or that have specific knowledge regarding the services or support provided by the service provider to such client. The responses to such survey questions entered by the service provider representatives into the computers  120  and  125  are communicated to the survey computer  135 . Step  220  illustrates the receipt of these responses by the survey computer  135 . 
   In step  230 , the received responses are analyzed by, for example, a survey administrator or management individual or team of a service provider, to identify whether development of a modification or remedial plan may be beneficial for one or more areas of service or support provided by the service provider to the client. Also, it is possible for the responses to the survey questions to be in a form that enables the survey computer  135  or another computer to process such responses to identify those areas of service or support for which modification or remedial plan may be beneficial. In particular, it is advantageous to employ numerical value scores to represent the responses to the survey. For example, it is possible to have the survey taker enter or select numerical values for survey questions. In the alternative, numerical values can be assigned to corresponding non-numerical responses regarding respective levels of satisfaction. 
   Based on the analysis in step  230  a decision is made in step  240  as to whether a modification or remedial plan will be developed. If the survey results indicate that a plan is not required then the method proceeds to step  270 . In step  270 , a client survey is developed and communicated by the survey computer  135  via the network servers  115  and  165  and Internet or e-mail network  150  to client representatives using the computers  170 ,  175  and  180  as described in greater detail below. In the alternative, if, in step  240 , the analysis indicates that a modification or remedial plan would be beneficial for certain services provided to the client by the service provider then the method proceeds to step  250 . 
   In step  250 , a modification or remedial plan is developed for modifying or altering certain services or the manner in which such services or support are provided to the client. Then, in step  260 , the plan is presented by service provider representatives to client representatives including at least one of the representatives using a corresponding one of the computers  170 ,  175  or  180 . The manner in which such plan is presented is not critical to the present invention. Accordingly, it is possible for the service provider to present this plan in an on-line presentation or via telephone or video conference or at in person presentation. 
   After the plan is presented to the client in step  260 , a client survey is developed and communicated by the survey computer  135  via the network servers  115  and  165  and Internet or e-mail network  150  to client representatives using the computers  170 ,  175  and  180  as is illustrated in step  270 . The client survey may be developed by creating survey questions and, for example, multiple choice response options. In the alternative, such questions and response options may be selected from previously created survey questions and corresponding response options contained in the database  140 . 
   The developed client survey should contain questions that address the provided services and support by the service provider as well as how such service or support will be effected by implementation of the presented modification or remedial plan. Responses to such client survey questions are entered by the client representatives into computers  170 ,  175  and  180  which communicate these responses to the survey computer  135 . As is previously described with respect the service provider survey questions in step  240 , it is advantageous to employ numerical value scores to represent the responses to the survey. It is possible to have the survey taker enter or select numerical values for survey questions. In the alternative, numerical values can be assigned to corresponding non-numerical responses regarding respective levels of satisfaction. 
   Receipt of the client responses by the survey computer  135  is indicated in step  280 . Lastly, in step  290 , the responses are analyzed to provide feedback to the service provider regarding provided service and support as to the extent any proposed modification or remedial plan. As a consequence, with a single survey of the client according to the invention, the service provider will not only know the satisfaction of the client with the provided service or support, but will advantageously also know what satisfaction the client will likely have with the implementation of the proposed modification or remedial plan. Accordingly, the method of the invention will enable a service provider to more quickly adapt provided services and support to a client&#39;s specific needs with a reduced number of client surveys relative to conventional survey techniques. Conventional survey techniques would have disadvantageously required at least two surveys of a client over likely a longer period of time—one survey before a plan is developed and a second survey after the plan is implemented—to achieve similar results as the survey method according to the invention. 
   The steps of the method  200  in  FIG. 2  were depicted as occurring in a specific order and sequence for illustration purposes only. It is possible to perform certain of these steps in a different order or simultaneously in accordance with the invention. For example, it would be possible to develop a portion or all of the surveys for the service provider representatives at any time prior to transmission of such survey questions to their intended recipients. 
   It is advantageous to employ survey questions having numeric response regarding the respective level of satisfaction of the client representative responding to the survey. In this manner, it is possible to easily calculate an average level of satisfaction of the client representatives responding to the survey. Moreover, in determining satisfaction level scores in respective areas of service and support important or less important to the client and/or service provider, such response values may be adjusted by corresponding weighting factors. Such weighting factor adjustment may be in the form of multiplying/dividing the response scores or averages with corresponding weighting factors to produce weighted scores. In certain instances, it may be beneficial to create an offset weighting factor adjustment for respective response values or averages by adding or subtracting by a weighting factor. 
   An exemplary analysis process  300  performed by the survey computer  135  to carry out the required analysis operations of the survey method  200  is depicted in  FIG. 3 . In accordance with the analysis process  300 , the survey computer  135  buffers or stores data contained in received responses to the service provider representative surveys in the database  140  in step  310 . In a similar manner, the survey computer  135  then buffers or stores data contained in received responses to the client surveys in the database  140  as indicated in step  320 . Lastly, in step  330 , the survey computer  135  processes the respective buffered response data by at least comparing directly or indirectly certain respective data buffered in steps  310  and  320 . An advantage gained by comparing the service provider representative survey responses and the client survey responses include identifying, quantitatively, those areas of mismatch between services and value. More specifically, the service provider may perceive that it is delivering an adequate level of service and therefore, continue to provide such service without modification based on such perception. However, in contrast, the client may view the level of delivered services differently even though such client has not previously expressed dissatisfaction. Accordingly, the invention further facilitates normalization of respective perceptions between the service provider representatives and the client regarding the actual client satisfaction. 
   In accordance with another aspect of the invention, it is advantageous to employ service-based questions and value-based questions in the client survey developed in step  270  of the method  200  in  FIG. 2 . As used herein, service-based questions elicit feedback regarding expectations on contracted for services and the actual services provided. These questions reflect how well service provider delivers its contractual commitments. Value-based questions elicit feedback regarding intangible benefits the service provider provides relating to clients business objectives beyond contracted service. Value-based questions measure how well areas service provider&#39;s provided service correlate with the clients&#39; business goals and the level that such service contributes to the client&#39;s success. Accordingly, responses to value-based survey questions are indicators of the extent of a client&#39;s dependence on its service provider for achieving such business success. 
   It is further advantageous in accordance with this aspect of the invention to process and/or analyze responses to the service-based and value-based questions in a manner to create a corresponding service-value index. An illustrative service-value index is graphically depicted as index graph  400  in  FIG. 4 . The graph  400  is divided into four quadrants, based on, for example, a 1-4 scale for illustration purposes only. It is possible for the depicted graph  400 , for example, to process and/or analyze the responses to survey questions to produce services-based and/or value-based weighted scores. As a consequence, a mean, median or any other statistical averaging could then employed on such weighted scores to determine a plot point relative to the services-based and value-based axes in the graph  400 . 
   It would then be possible to characterize the nature and quality of the services provided to the client as, for example, strategic partner, consultant, vendor or commodity, based on whether such graphed point appears in the following corresponding quadrants:
         Strategic Partner: High Value (2.5-4.0), High Service (2.5-4.0)   Consultant: High Value (2.5-4.0), Low Service (0-2.5)   Vendor: Low Value (0-2.5), High Service (2.5-4.0)   Commodity: Low Value (0-2.5), Low Service (0-2.5)       

   It should be readily understood that previously description of one particular manner for determining a service-value is for illustration purposes only and that numerous other techniques are useable to determine a corresponding service-value index in accordance with the invention including, for example, employing different scales, different weighting factors, different statistical analysis or omitting the use of weighting factors. It is further possible to employ different representations of a service-value index than graph  400  including three-dimensional or greater graph. 
   It is to be understood that the invention is not limited to the illustrated and described forms of the invention contained herein. By way of further example, the invention can be embodied as instructions for execution on a single computer, or by one or more general purpose computers executing such code. Providing the processes and functions or accessing the methods or processes when provided by others are specifically within contemplation of the invention. It will be apparent to those skilled it the art that various changes may be made without departing for the scope of the invention and the invention is not considered limited to what is shown in the drawings and described in the specification.