Computer system and method for interim transaction diagnosis for selective remediation and customer loyalty enhancement

A computer system, comprising:

• a data storage unit;
• a plurality of first terminals;
• a plurality of second terminals;
• a processor in communication with the data storage unit, the plurality of first terminals and the plurality of second terminals;
• a program memory in communication with the processor and storing program instructions, the processor operative with the program instructions to:
• route first claim files and second claim files to the first terminals, the first claim files representing claims that have been received but not yet resolved, the second claim files representing claims that have been resolved, at least some of the second claim files having previously been first claim files;
• receive from the first terminals first customer feedback responses generated with respect to surveys administered to claimants for the first claim files and second customer feedback responses generated with respect to surveys administered to claimants for the second claim files;
• and
• selectively route ones of the first claim files to ones of the second terminals in response to the first customer feedback responses for the ones of the first claim files indicating that the claimants for the ones of the first claim files are not satisfied with handling of the ones of the first claim files.

A method of operating a computer system, the method comprising:

• routing open claim files to survey employees' terminals;
• prompting the survey employees to administer interim surveys to claimants who correspond to the open claim files;
• receiving first input via the survey employees' terminals, the first input indicative of the claimants' responses to the interim surveys;
• identifying, from the claimants' responses, ones of the open claim files for which respective claimants are dissatisfied with handling of corresponding claims;
• routing the identified ones of the open claim files to supervisory employees' terminals, the supervisory employees responsible for claim handlers who are handling the identified ones of the open claim files;
• aggregating the claimants' responses;
• storing the aggregated responses in a data storage unit;
• routing resolved claim files to the survey employees' terminals;
• prompting the survey employees to administer final surveys to claimants who correspond to the resolved claim files;
• receiving second input via the survey employees' terminals, the second input indicative of claimants' responses to the final surveys;
• aggregating the claimants' responses to the final surveys;
• and
• storing the aggregated claimants' responses to the final surveys in the data storage unit.