Abstract: This invention provides a service quality monitoring and improvement system. It is designed so that a number of different organizations or service providers can use the system simultaneously to obtain satisfaction data from customers and highlight areas for improvement. Customer satisfaction data is conducted at the site where the service or product is provided, to improve the response rate and data quality. For each user organization, the apparatus provides focused questions or information to improve service quality that are selected on the basis of feedback from their own customers. By using the system and making improvements in the areas identified, each user organization may improve the quality of the service it provides—leading to a wider customer base and improved profitability.