Customer Feedback Information System Capstone 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.
To provide solution for the above mentioned problems, the researchers of this study aim to provide a system that can be used by different companies to collect and manage customer feedback to help them improve customer service. This capstone project will bridge the gap between the company and the customers’ perceived value of the company’s service. The system will collect important inputs from the customer to be used in ensuring that the company’s service never stray too far from what the customers need. By integrating the system, the company will no longer face difficulties in connecting to their customers for feedback.
Objectives of the Study
General Objective – the main pursuit of this project is to design and develop an information system that will collect and manage customer feedback to improve quality service of the company.
The specific objectives of the study are the following:
- To develop a system that will serve as the centralized database of customer feedback.
- The system will serve as a source of information for companies to improve their customer experience.
- Output of the system will enable companies to improve the quality of their service.
- To design a system that has a simple interface for customer and companies to easily use it.
- Provide an information system that could produce the necessary reports needed by the organization.
- To test and evaluate the system using sets of questionnaires
- IT experts for the overall performance of the system
- End-users for the functionalities of the system
Significance of the Study
The success of this project is deemed beneficial to the following:
Companies. If they will incorporate this information system in the company, they will have a centralized source of customer feedback to help them in meet the satisfaction of the customers.
Customers. By providing their feedback to be collected by this system, they can expect that their concerns will be addressed by the company.
Researchers. The success of this project will improve their ability in providing digital solution for problems encountered in conventional way. The system will contribute to their knowledge and skills in programming.
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