The Customer Intelligence Reporting System is an automated system that helps organizations to measure customer satisfaction with products/services, both local and imported products/services. The Customer Intelligence Reporting System is the first and only uniform, cross-industry and cross-sector measure of product/service quality of the Malaysian economy.

• At the national level, the customer satisfaction index is a measure of competitive advantage of the Malaysian economy.
• At the organizational level, the index measures non-financial performance of the organization.
• At the product/service level, the index is a measure of acceptability of the product/service quality by the customers.

Why is Customer Intelligence Reporting System developed

The Customer Intelligence Reporting System is developed as a way to measure quality of products/services from the perspective or voice of customers who purchase and/or use the products/services.

The Importance of Customer Intelligence Reporting System

The Customer Intelligence Reporting System is important as a barometer for gauging competitiveness of our products/services and industry. At the industry level, competitive advantage of an industry is the outcome of combination of some key success factors. The key success factors and most telling determinants of competitive advantage of the industry are:

• Manufacturing capability
• Technological skills
• Financial resources
• Quality of products and services
• Reputation/Image
• Dealer network/distribution capability
• Innovation capability
• Relative cost position
• Customer service capabilities

Product Overview

The Customer Intelligence Reporting System is developed for organizations as a tool to manage their customer satisfaction based on products/services they provide. This software is a value-added tool that helps organizations in implementing and achieving ISO 9001:2000 (International Quality Management System) certification.

Features

• Customer Intelligence Reporting System is a web-based system solution. It can be accessed over internet or intranet by users.
• User can generate more than one survey form and the system provides flexibility to design questionnaires.
• Only authorized user can access and use the system.
• Straight forward data entry, easy to key-in data with user friendly interface.
• Search record function - to get previous records with a single click.
• Easy, smart and fast reporting and analysis results.
• Reporting - Management Report, Department Report, Trend Report and Overall Report.
• Back-Tracking Analysis - Comment Analysis and Intelligence Profiling.