Customer feedback method and system

A method for creating a customer feedback performance scorecard, comprising:

• surveying a group of survey participants regarding the performance of a survey subject in association with one or more performance categories;
• collecting responses from each survey participant;
• based on survey participant responses, determining performance scores for each of the one or more performance categories;
• assembling performance comments for each of the one or more performance categories from each survey participant about the performance of the survey subject;
• tailoring a coaching comment for each of the one or more performance categories based on performance scores and assembled performance comments and based on a comparison of performance scores and assembled performance comments with performance scores and assembled performance comments associated with prior surveys;
• and
• preparing a performance survey subject scorecard containing a performance score and coaching comment for each of the one or more performance categories.

A system for creating a customer feedback performance scorecard, comprising:

• a customer service research center operative
• to survey a group of survey participants regarding the performance of a survey subject in association with one or more performance categories;
• to collect responses from each survey participant;
• a customer feedback performance scorecard engine operative
• to determine performance scores for each of the one or more performance categories based on survey participant responses;
• to assemble performance comments for each of the one or more performance categories from each survey participant about the performance of the survey subject;
• to query a coaching comments database for coaching comments related to performance scores and performance comments;
• to tailor a coaching comment for each of the one or more performance categories based on performance scores and assembled performance comments and based on a comparison of performance scores and assembled performance comments with performance scores and assembled performance comments associated with prior surveys;
• and
• to prepare a performance survey subject scorecard containing a performance score and coaching comment for each of the one or more performance categories.