Collection and analysis of service, product and enterprise soft data

Abstract

Tools and techniques are provided that capture, aggregate, analyze and display soft data relating to an enterprise's services and products, and to the enterprise itself. The soft data comprises customer feedback on services, products and the enterprise, and are based on interactions between enterprise employers and the customers. The soft data comprises quantitative ratings and qualitative comments and is entered by employees at a capture engine. The captured soft data is aggregated and analyzed by an analytics engine, thereby generating aggregate data for use in generating data clouds at a display. Data clouds comprise service, product and enterprise attributes that are weighted according to quantitative rankings and qualitative comments relating to the attributes. Enterprise employees having decision-making authority can request data clouds for display, which can aid the decision makers in making decisions relating to enterprise services and products, and to the enterprise itself.

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