Patent ID: 7778862

Claim:
A customer satisfaction system for allowing a provider of goods or services to discover problems reported by a plurality of customers of a provider and transform the problems into suggested solutions, comprising: a storage database contained within a computer operable memory; and a computer processor configured to: automatically send to customers, over a communications network, according to a predetermined query schedule, open-ended queries asking if customers have any problems with goods or services provided by the provider, wherein the query schedule comprises weekly queries for new clients, and monthly queries for established accounts; receive responses, from customers to the queries via the communications network; analyze responses from customers in order to identify customer problems, commit to a particular date for presenting a solution to the customer problem; send responses with identified customer problems, over the communications network, to a problem solver for resolution, receive solutions from problem solvers via the communications network, upon receipt of a solution to an identified problem from a problem solver, send, via the communications network, a request for verification that the identified problem has been solved; maintain a status for the identified customer problem as unsolved until receipt of verification from the customer that indicates the identified customer problem has been solved; change the status to resolved when the customer verifies that the customer problem has been resolved; and store, in the storage database, queries sent to customers, responses received from customers and solutions generated by problem solvers wherein the provider can access the storage database to identify problems identified by customers and solutions provided by problem solvers.