Patent ID: 7818203

Claim:
A method for a company to assess its customer satisfaction and loyalty to its products and services using a special purpose digital computer including memory and a computer processor, the method comprising the computer-executed steps of: collecting in the computer memory data related to a customer responses about the company and the company's products that the customer is using; analyzing with the computer processor the data related to the customer responses to determine with a neural network correlations among responses denoting the impact of each portion of the data on a total customer experience, impact on overall satisfaction, and satisfaction level; using the computer processor to process the correlations among responses to statistically derive first values representative of customer satisfaction and loyalty, wherein the correlations are used by the neural network to (i) determine impact on attributes of customer loyalty and (ii) to identify areas of opportunity for customer satisfaction and loyalty improvement; further collecting in the computer memory data related to the performance of the company's products that the customer is using; and using the computer processor to statistically derive second values representative of the performance of the company's products that the customer is using, and using these statistically derived second values to further derive values representative of customer satisfaction and loyalty that are used in combination with the derived first values to derive a third value that represents the total customer experience with the company and the products that the customer is using.