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Goodwill Industries of San Antonio
Challenge Goodwill Industries of San Antonio relies heavily on customer feedback from their area stores. On average they receive 600 comment cards per month from over 25 locations. Management wanted to get the comment information to the appropriate personnel, track resolutions and maintain accountability.
   
Solution Dynaweb met with management to determine how they were processing comments, what information was important to different individuals, and how best to automate the process. The result was a comment management system accessible to every manager, store director and executive staff from Goodwill's network through a standard web browser.
   

In Action

 Comment Input Forms
In designing the comment input form, careful attention was paid to mimick the actual paper form to speed up the data entry. Extensive error checking is performed prior to submitting the form to ensure that key fields are completed so information can be routed to the correct store and personnel.
 
 
   
  Automatic Notification
  Once comments are submitted, automatic notification is sent by email to the store manager responsible, and to the store director and to excutive staff. The manager also has the ability to respond to management about the comment directly within the same email.
   
 
   
  Automatic Reports
  Aside from automatically emailing the store manager about the customer comment, additional monthly and quarterly summaries and bar and pie charts are automatically generated to track performace and are regularly scheduled to be sent by e-mail to store managers, store directors and executive staff. In doing so very little input is needed to maintain the program.