System for processing real-time customer experience feedback with filtering and messaging subsystems and standardized information storage

A communication system supporting the processing of communications between a home network and one or more mobile units, comprising:

• a home network having a home agent including a first hardware data processor coupled to a first server computer having a second hardware data processor, said home agent coupled to a gateway processor having a third hardware data processor and a plurality of non-transitory storage devices that includes storage memory for the system, said home agent coupled to one or more input/output ports coupled to one or more input/output devices on the home network, said first, second and third hardware data processors capable of execution of one or more subprograms,
• a basestation transceiver unit coupled to said gateway processor and a radio transceiver network unit (RTN), said radio transceiver network coupled to a radio transmission unit for communication with one or more mobile units;
• a second server computer having a fourth hardware data processor coupled to said home agent through one or more connections an Internet cloud network, through the non-transitory storage devices that includes storage memory for the system;
• said second server computer coupled to said radio transmission unit for communication with one or more mobile units and said second server computer coupled to one or more mobile units;
• said home agent coupled the Internet cloud network for connection to said one or more mobile units and said home agent coupled to said one or more mobile units through said non-transitory storage devices that includes storage memory for the system or said second server computer coupled to said radio transmission unit for communication with one or more mobile units;
• said first and second server computers having processors with functionality that:
• (a) receive a first set of customer experience feedback responses provided by a customer using said first mobile unit in response to a first survey request;
• (b) evaluate said customer experience feedback responses from said first survey request on a real-time basis in order to determine whether to issue real-time notifications to one or more predetermined personnel if the first set of customer experience feedback responses fail to satisfy a minimum predetermined standard,
• (c) issue one or more real-time notifications to said predetermined personnel to notify those one or more predetermined personnel that the first set of customer experience feedback responses from said first survey request fail to satisfy a minimum predetermined standard,
• (d) transmit a second follow-up survey request to said customer;
• (e) receive a second set of customer experience feedback responses provided by said customer in response to a second follow-up survey request;
• (f) evaluate said second set of customer experience feedback responses from said second follow-up survey request on a real-time basis in order to determine whether to issue real-time notifications to one or more predetermined personnel if the second set of customer experience feedback responses fail to satisfy a minimum predetermined standard,
• (g) issue one or more real-time notifications to said predetermined personnel to notify those predetermined personnel that the second set of customer experience feedback responses from said second follow-up survey request fail to satisfy a minimum predetermined standard, and,
• (h) prepares and stores database reports on the first and second sets of customer experience feedback responses from said first survey request and said second follow-up survey request, respectively;
• (i) maintains and supports use of data, customer information, software modules and operational codes on the home network;
• said processors on the first and second computer servers have functionality that:
• (a) initiates a comments, suggestions and concerns subroutine that provides a comments, suggestions and concerns platform for said customer at the first mobile unit to enter comments, suggestions or concerns about the customer's experience;
• (b) supports access of said reports by third parties involved with companies that have been given appropriate access to the reports;
• (c) populates data fields on a computer database maintained by a user, third party, team member, dealer or department when said notification is transmitted to said predetermined personnel, said data fields include identification and contact information related to said customer;
• (d) receives scores associated with responses from said customer to one or more marked questions on said first survey request or said second follow-up survey request, said one or more marked questions on said first survey request or said second follow-up survey request are designated in that manner by the user, team member or associate;
• (e) evaluates the scores associated with responses from said customer to one or more marked questions on said first survey request or said second follow-up survey request,
• (f) translates written statement responses into rating scores based on associated with responses from said customer to one or more marked questions on said first survey request or said second follow-up survey request;
• (g) calculates a rating score based on the evaluation of the scores associated with responses from said customer to one or more marked questions on said first survey request or said second follow-up survey request;
• (h) normalizes the scores associated with responses from said customer to one or more marked questions on said first survey request or said second follow-up survey request;
• (i) translates ratings of 0 to n stars based on normalized scores of calculated rating scores associated with responses from said customer to one or more marked questions on said first survey request or said second follow-up survey request, where n is an integer;
• (j) transmits the normalized scores of calculated rating scores associated with responses from said customer to one or more marked questions on said first survey request or said second follow-up survey request to a website, electronic bulletin board, or chat room for posting;
• (k) transmits social media links to the customer with the normalized scores of calculated rating scores associated with responses from said customer to one or more marked questions on said first survey request or said second follow-up survey request;
• a home agent on the home network coupled to said first computer server, said home agent having processors that:
• (a) control receipt of one or more communications from said first mobile unit,
• (b) manage the processing and evaluation of said one or more communications;
• (c) controls the transmission of said first survey request to said mobile unit and said second follow-up survey request to said second mobile unit;
• (d) controls the receipt and routing of said first set of customer experience feedback responses from said first survey request from said mobile unit;
• (e) controls the receipt and routing of said second set of customer experience feedback responses from said second follow-up survey request from said first mobile unit;
• (f) controls the transmission of real-time notifications to said predetermined personnel;
• and,
• (g) controls the transmission of a reminder message for a follow-up survey request;
• a first database memory storage unit coupled to said home agent and first computer server on said home network, said first database memory storage unit maintaining information related to the customer and personnel at the home network, said first database memory storage unit having information regarding trends relating to customer experience feedback, and,
• a transceiver subsystem coupled to said home network through a first gateway providing a communications interface for communications between the home network and said first mobile unit, said transceiver subsystem receives and transmits communications between said home network and said mobile unit.