IPO Model Conceptual Framework of Customer Feedback Information System

IPO Model Conceptual Framework of Customer Feedback Information System

 This article will show you how to create a conceptual framework for the capstone project titled Customer Feedback Information System. The input, process, output (IPO) model was used to create the conceptual foundation for this investigation.

About the Project

The capstone project entitled “Customer Feedback Information System” is an information system intended to gather customer feedback to improve quality service of a company. The system will help collect information, insights and opinions of the customers about the company’s service and products to serve as a basis of decision making to improve overall customer experience. Customer centered businesses needs to keep up to the constant change of customer’s needs and expectations. Thus, they need to collect customer feedback to monitor if the customers are satisfied with their services. Usually, customers provide feedback in different platforms wherein it is hard for the company to collect and manage it manually. What most companies need nowadays is a platform that automates the collection of customer feedback to quickly address the concerns of the customers about the service.  This feedback is vital in company’s decision making to improve the quality of their service.

Objectives of the Study

  1. To develop a system that will serve as the centralized database of customer feedback.
  2. The system will serve as a source of information for companies to improve their customer experience.
  3. Output of the system will enable companies to improve the quality of their service.
  4. To design a system that has a simple interface for customer and companies to easily use it.
  5. Provide an information system that could produce the necessary reports needed by the organization.
Conceptual Framework of Customer Feedback Information System
Conceptual Framework of Customer Feedback Information System

The image above is the conceptual framework of the project entitled Customer Feedback Information System. It is based on IPO model or also known as the input, process and output model.


The input phase or the knowledge requirement stage consists of the following:

  • Problem Statement and Opportunities – the researchers selected to conduct a study on Customer Feedback Information System.
  • Interview and Observation on the current process – the researchers conducted a preliminary interview and observation method to further understand the processes involved in the current ways to collect customer feedback.
  • Sample forms and reports – the researchers also gathered the sample forms and reports. This serves as a guide in the preparation of form design and reports of the system.
  • Related Literature and Systems – the researchers conducted a research on the different literatures and related systems to serve as a guide in the development of the Customer Feedback Information System.


  • Method of Research

The researcher employed descriptive-developmental research methods. The typical processes of planning, conducting, and reporting a research project—problem definition, literature reviews, and research procedures—are described in this paper (link.springer.com). Descriptive research explains what the study is about. The study focuses on the current condition, with the goal of discovering new truths. It is concerned with existing relationship conditions, methods that succeed, ongoing processes, and developing effects. Descriptive research entails components of interpretation of the relevance of what is presented, with the primary emphasis on the finding of ideas and insights (www.slideshare.net).

  • Method of Collecting Data

The researchers used interviews as a way to get in-depth and to gather data. It consists of one person interviewing another person for personal or detailed information. The interviewer will ask questions from a written questionnaire and recorded the answers in order to summarize the findings.

  • Development of Research Instrument

Before collecting data, the researchers built their own research instrument. The Good and Skate questionnaire was used to validate this self-created assessment by three experts. The researchers employed common criteria defined in McCall’s Software Quality Model surveys to test the system’s quality.

  • Software Development Life Cycle

Analysis and Quick Design

During Analysis and Quick Design, the researchers performed an interview with the respondents in the location of the study. Respondents were given the opportunity to make suggestions and requests about how the system should be created and developed. Following data collection, the researchers created an early design for the developed system.

Feedback Application Welcome Page
Feedback Application Welcome Page

Data Analysis

The researchers analyzed all the data, information, and the user requirements. This phase, the project lifecycle began. The researchers tried to understand the data and information on how to create the system and help conceptualize on how the developed system would be beneficial to the operators. In analyzing the needs of the end users to ensure that the new system can meet their expectations.

System Design

The researchers started to develop the system. This phase describes the necessary requirements, features and operations that satisfies the functional requirements of the developed system which in place. This phase decides how the system operates.

Prototype Cycle

This phase comprises the process of developing a system model, demonstrating it, and refining the data acquired. The researchers initially created a prototype model based on the planned design, which was then shown to the responders. After constructing the prototype, the researchers demonstrated the system’s operation, the flow of how it operates, and the functions of the elements included in the system. Refinement is the final stage. At this stage, the researchers updated the system based on the extra requirements of the operator. This included improvements to the flow, functionality, and features based on the needs provided by the respondents. This aided the researchers in generating a preliminary set of system requirements.


This includes the feed backing of the developed system that was installed and tested by three (3) experts and its intended users. This part put into production by moving the data and components from the old system to the new system.


The final product of the study is Customer Feedback Information System that will help collect information, insights and opinions of the customers about the company’s service and products to serve as a basis of decision making to improve overall customer experience.

IPO Model Conceptual Framework of Customer Feedback Information System
IPO Model Conceptual Framework of Customer Feedback Information System


This article focuses on the study’s conceptual framework as established using the input, process, output (IPO) model. A Problem Statement and Opportunities, an Interview and Observation of the Current Process, Sample forms and reports, and Related Literature and Systems are all part of the input phase, also known as the knowledge necessary stage. The process stage is comprised of the following phases: Research Design/Method of Research, Data Collection Method, Sampling Design, and Software Development Life Cycle. The study’s ultimate output is a Customer Feedback Information System, which will aid in the collection of information, insights, and views from consumers about the company’s services and goods to serve as a basis for decision making in order to improve overall customer experience.

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