AARP is a nonprofit, with a membership of over 37 million, which helps people turn their goals and dreams into real possibilities, strengthens communities, and fights for the issues that matter most to families, such as healthcare, employment security, and retirement planning. A trusted source for lifestyle tips, news, and educational information, AARP produces AARP The Magazine, the world’s largest circulation magazine; AARP Bulletin; www. aarp.org; AARP TV & Radio; and AARP Books.

AARP wanted better insight into the customer satisfaction surveys completed by their members after calling the AARP customer support phone line. AARP wanted to see summary information about how each call center Agent is performing, with the ability to drill down to get all the details of each survey result. The system had to collect data immediately after a survey call was completed. It had to be hosted in a highly secure environment to protect sensitive data.

321Ace created a web portal for AARP that provides reports, with drill down capability, to analyze customer survey results on how AARP call center Agents are performing. The portal provides real-time data by directly connecting to the phone survey provider. To help with analyzing and investigating the survey results, the system calculates useful metrics and provides the capability to listen to recorded caller feedback.

AARP wanted to add the ability to evaluate email survey results completed by some members after making a phone call to customer support. 321Ace created a new module in the portal that aggregates the email survey results into quality scores that provide insight to the email surveys. The quality scores can be calculated, based on various criteria, such as time period and cycle.