Method for analyzing customer feedback about employees of a product IT company

The subject of the study is a specialized method of collecting and analyzing customer feedback about employees of a product IT company. The purpose of the study is to develop theoretical and applied solutions for automated processing of customer feedback, the use of which will help to improve the efficiency of analysis and management decision-making in an IT company. To achieve this goal, the following tasks were solved: a specialized method for collecting and analyzing customer feedback about employees of a product IT company was developed; key indicators that are taken into account when analyzing customer feedback to assess the productivity and quality of employees were identified; the main design solutions of the analytical subsystem that implements the proposed method were developed. The article examines existing procedures and synthesizes solutions required for data transfer for further processing by analytical tools, data processing and cleaning, segmentation of feedback, quantitative analysis and data visualization, prioritization and insight generation. The article presents a flowchart of the algorithm for applying the method for evaluating the efficiency of employees of a product IT company. The proposed method was applied in NIX Solutions, a product IT company located in Kharkiv, during the development of a specialized analytical subsystem that expands the capabilities of the existing IS. The authors describe the criteria for evaluating employee performance, information support, and tools used in the development of the analytical subsystem. An example of the interface page of the analytical subsystem is presented. This analytical subsystem has been successfully put into operation in the company, providing its management with visual insights for grounded decision-making.