Interactive data system and process

A computer-implemented method, comprising:

• receiving, by a data acquisition processor, a customer feedback response to a loyalty survey, the customer feedback being received after a notice of an insurance claim associated with an insurance entity and a customer is received;
• determining, by the data acquisition processor, a loyalty rating, on a scale of loyalty ratings, for the customer based on the received customer feedback response, the determining based on analyzing the received customer feedback response using at least one of voice recognition or machine text analysis;
• determining, by the data acquisition processor, based on the loyalty rating, whether a trigger condition corresponding to a low loyalty rating has been met, the trigger condition being that the loyalty rating is lower than a predetermined threshold on the scale of loyalty ratings;
• responsive to a determination that the trigger condition has been met, automatically transmitting in real time, over a data communication network, by the data acquisition processor, one or more service alerts and information associated with the customer to a third-party administrator computer platform connected to the network, wherein the third-party administrator is responsible for handling processing of the insurance claim and performing administrative services for and on behalf of the insurance entity, in order to permit contact from the third-party administrator to the customer to effect a service recovery and resulting improved results on subsequent customer feedback responses;
• subsequent to transmitting the information and one or more service alerts associated with the customer to the third-party administrator, receiving, by the data acquisition processor, information from the third-party administrator computer platform concerning the one or more service alerts associated with the customer feedback response;
• determining, by the data acquisition processor, a resolution status associated with the one or more service alerts based on the received information from the third-party administrator;
• and
• scoring, by the data acquisition processor, a performance of the third-party administrator based on the resolution status over one or more selected time intervals.

A non-transitory computer-readable medium storing instructions adapted to be executed by a computer processor to perform a method, the method comprising:

• receiving a customer feedback response to a loyalty survey, the customer feedback being received after a notice of an insurance claim associated with an insurance entity and a customer is received;
• determining a loyalty rating, on a scale of loyalty ratings, for the customer based on the received customer feedback response, the determining based on analyzing the received customer feedback response using at least one of voice recognition or machine text analysis,
• determining, based on the loyalty rating, whether a trigger condition corresponding to a low loyalty rating has been met,
• calculating a customer loyalty index on a customer loyalty index scale for a plurality of customers, the customer loyalty index being based on an overall amount of customers in a potential-promoter category reduced by an overall amount of customers in a potential-detractor category;
• determining, based on the loyalty index, whether a trigger condition corresponding to a low loyalty index has been met;
• responsive to a determination that the trigger condition has been met, automatically transmitting in real time customer information and one or more service alerts to a third-party administrator computer platform, wherein the third-party administrator is responsible for handling processing of the insurance claim and performing administrative services for and on behalf of the insurance entity, in order to permit contact from the third-party administrator to the customer to effect a service recovery and resulting improved results on subsequent customer feedback responses;
• subsequent to transmitting the information and one or more service alerts associated with the customer to the third-party administrator computer platform, receiving information from the third-party administrator computer platform concerning the one or more service alerts associated with the customer feedback response;
• determining a resolution status associated with the one or more service alerts based on the received information from the third-party administrator;
• and
• scoring a performance of the third-party administrator based on the resolution status over one or more selected time intervals.