Converting customer feedback into strategic: an Entrieva case study.

The Challenge

The customer, a Fortune 300 food company with thousands of locations and millions of customers, currently deploys a variety of programs for improving customer satisfaction, food innovation, service quality, product marketing, operations and engineering. Today the information for managing and maintaining continual customer and employee (manager) feedback is obtained from e-mails, submitted survey forms and other written documents. This strategic feedback is received from thousands of different, disparate sources on a daily basis. As a result, the ability t