A system and method for customer satisfaction survey for a customer
service provided over a telephone network. A customer initiates a
telephone call to a customer service number provided by a company. The
company's PBX receives the call and transfers it to a computer telephony
integration (CTI) server for dynamically assigning an available customer
service representative to the call. During the course of a call, the CTI
server monitors the call for push-tones transmitted by the caller.
Receipt of a push-tone during the conversation is assumed to be an
indication of the customer's satisfaction associated with the call at the
time the push-tone was transmitted. The CTI server also presents
questions to the customer at the end of the call but prior to hangup to
receive additional feedback about the customer's satisfaction about the
call. The gathered information is stored as customer satisfaction data
for later analysis by an analysis computer.