Press Release

VocaLabs Announces Customer Satisfaction Benchmarks

EDEN PRAIRIE, Minn., January 8, 2003 - Vocal Laboratories, the pioneer of usability surveys for customer service, announced today a set of new benchmarks for measuring the quality of customer service.

"VocaLabs' research has found that after an outstanding call to customer service, callers were 88% more likely to buy in the next 12 months. High quality customer service can be a real market differentiator on customer perceptions and willingness to do business. The newly developed customer satisfaction benchmarks help ensure a positive impact with every customer contact," commented Jessica J. Ament, VP of Marketing at Vocal Laboratories.

The three benchmarks of Satisfaction, Completion and Consistency are based on a database of customer satisfaction scores across several industries, and over 7,500 live calls.

Satisfaction measures callers' overall approval with their customer service experience. Completion measures how many callers are able to get the information they need in a single call. Consistency measures how similar the call experience was for each caller.

Each category is given a letter grade of A-D. For example, when a client scores an "A" in Satisfaction, their system is performing in the 75th percentile or above for overall caller satisfaction. This suggests their system is performing exceedingly well. The opposite holds true for a score of "D."

"With VocaLabs' database of real callers' experiences, we are able to measure system performance and make statistically meaningful comparisons," commented Peter U. Leppik, CEO of Vocal Laboratories. "These benchmarks further quantify the customer service impact of clients systems and provide a simple way to understand the performance of their operations."

About Vocal Laboratories

VocaLabs provides feedback about telephone-based services to Fortune 1000 companies, telecommunications carriers, industry consultants, and equipment vendors. We use a panel of thousands of people we've recruited from all walks of life to quickly and cost-effectively evaluate the quality of call centers, voice-response systems, and speech-recognition applications.

The VocaLabs Survey process helps customers gain statistical intelligence on caller issues and problematic applications. This extensive data gathering process helps customers gain the information to ensure customer retention, increased revenues, market intelligence to deliver the highest level of customer satisfaction.

For VocaLabs news and information, please go to http://www.vocalabs.com.

CONTACT INFORMATION

Press Contact:
Jessica Ament
Vocal Laboratories, Inc.
952-941-6580 X 202
jament@vocalabs.com