To quickly respond to customers' complaints by revealing them in an early stage by a questionnaire survey.

A Web server 1 is connected via a network 2 to a requester terminal 3 of a customer company, terminal devices 41 to 4n of equipment operators, and terminal devices 51 to 5m of responding departments. The Web server 1 has: a survey answer inputting means 21 for receiving information (a contract name, a contract term, a contract relation, a target department and the like) about survey answers; a survey answer storing means 22 for associating and storing the received survey answers, a sending history and answer information; a survey answer analyzing means 23 for analyzing the stored survey answers for matching with keywords of every question section stored in a keyword database 26; a response determining means 24 for determining whether a customer-directed response or intracompany response should be made according to the analysis results; and a response handling means 25 for handling a customer-directed response (thank-you/apology notice, result and the like) and an intracompany response (responding department notice/arrangement and the like) depending on the determination result.