Benchmarking | The National Customer Service Survey

Benchmarking

The National Customer Service Surveyâ„ 

Gain customer insight and competitive intelligence through ongoing market research measuring customer satisfaction with customer service experiences.

Vocalabs provides third party, independent research data that measures customer satisfaction with phone-based customer service. The research helps brand owners identify opportunities for improvement and growth and helps consumers make more informed purchase decisions based on the experiences of other consumers.

How This Data is Collected

Vocalabs' National Customer Service Survey compares the customer service quality of different companies in the same industry, using survey data and call statistics from the companies' customers. Scores for each company are based on consumer surveys collected immediately after a customer service call. Consumers participate by calling the Vocalabs phone number instead of the company's direct number. The call is forwarded to the company, and shortly after the end of the call a Vocalabs interviewer calls the customer back.

Features

Competitive intelligence. Uncover areas of competitive advantage and vulnerability. Consistent data on customer service satisfaction levels can be benchmarked against competitors and internally-generated findings.  

Continuously updated. Subscribers receive online reports updated in real time.

Voice of the customer. Subscribers have access to recordings of all customer interviews for deeper insight. 

Industries Covered

  • Communications Services customer service comparing AT&T, Sprint, T-Mobile, and Verizon; with Comcast and DirecTV
  • Consumer Banking customer service comparing Bank of America, Chase, Citi, and Wells Fargo

Availability

Vocalabs publishes public summary results of The National Customer Service Survey periodically. Download reports here.

Contact us for pricing on the full data set, including real-time access to individual survey responses and interview recordings.