Abstract: A method using symbols to gather, store, retrieve, manipulate and report information, with attendant improvements in communication, efficiency and efficacy. A customer communication received by an organization is assigned a symbol on the basis of key words within the communication and/or a record of transaction between the customer and the organization. The communication is directed to a communication handler appropriate to the assigned symbol. Using symbols, the customer can provide inputs to the organization regarding satisfaction with the transaction; the organization can then compare these symbols with internally reported symbols to ascertain an accuracy level of the organization's perception of the transaction.