Published Research
Published Research
Vocalabs publishes independent research on customer satisfaction with phone-based customer service. Some of our reports are available for free download.
Current Research
- Agile Pretty Good Practices White Paper, April 2013
- National Customer Service Survey, Mobile Phone Customer Service, January 2013
- National Customer Service Survey, Banking Customer Service, January 2013
- National Customer Service Survey, Cross-Industry Report on Customer Service Strengths, October 2012
- Agile Customer Feedback White Paper, October 2012
- Voice Self Service Customer Experience Score White Paper, July 2012
- National Customer Service Survey, Cross-Industry Report on the Customer Frustration Index, July 2012
- National Customer Service Survey, Cross-Industry Report on Customer Complaints, April 2012
Older Research
Mobile Phone Customer Service
- National Customer Service Survey, Mobile Phone Customer Service, January 2012
- National Customer Service Survey, Mobile Phone Customer Service, October 2011
- National Customer Service Survey, Mobile Phone Customer Service, July 2011
- National Customer Service Survey, Mobile Phone Customer Service, April 2011
- National Customer Service Survey, Mobile Phone Customer Service, January 2011
- National Customer Service Survey, Mobile Phone Customer Service, July 2010
- National Customer Service Survey, Mobile Phone Customer Service, March 2010
- Vocalabs SectorPulse, Mobile Phone Customer Service, July 2007
Computer Technical Support
- National Customer Service Survey, Computer Tech Support, January 2012
- National Customer Service Survey, Computer Tech Support, July 2011
- National Customer Service Survey, Computer Tech Support, January 2011
- National Customer Service Survey, Computer Tech Support, July 2010
- National Customer Service Survey, Computer Tech Support, January 2010
- Vocalabs Service Quality Tracker, Computer Tech Support, June 2009
Banking Customer Service
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