Abstract: In a method for managing customer feedback, the method includes: receiving, by a processor, an answer to a survey question, wherein the answer to the survey question is associated with a customer; transmitting, by the processor, a notification to a first electronic device, in response to the answer to the survey question having a value less than a threshold value; receiving, by the processor, a reply communication via a first communication medium from the first electronic device, wherein the reply communication comprises an instruction to contact the customer; and initiating a connection, by the processor, between the first electronic device and a second electronic device associated with the customer in a second communication medium different from the first communication medium in response to the receiving of the reply communication.

Abstract: In a method for managing customer feedback, the method includes: receiving, by a processor, an answer to a survey question, wherein the answer to the survey question is associated with a customer; transmitting, by the processor, a notification to a first electronic device, in response to the answer to the survey question having a value less than a threshold value; receiving, by the processor, a reply communication via a first communication medium from the first electronic device, wherein the reply communication comprises an instruction to contact the customer; and initiating a connection, by the processor, between the first electronic device and a second electronic device associated with the customer in a second communication medium different from the first communication medium in response to the receiving of the reply communication.

Abstract: In a method for managing customer feedback, the method includes: receiving, by a processor, a survey response to a survey question; associating, by the processor, the survey response with a corresponding key performance indicator (KPI); calculating, by the processor, a KPI score for the survey response to the survey question based on the corresponding KPI and the survey response, wherein the KPI score is normalized to a predetermined range of scores; and outputting, by the processor, the KPI score for prompting an action in response.