The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Shifting Sands
Monday - September 29, 2008 03:37 PM in
by Peter Leppik
Was it really only a couple weeks ago that I announced the kickoff of Service Quality Tracker for financial services companies?
Since then, a third of the companies we're tracking have disappeared. Of the six, Wachovia and Washington Mutual have been merged with larger banks in order to prevent their complete collapse. We're not sure how this is going to play out from a customer service perspective, but I have no doubt it will be interesting.
For the time being, we'll continue to track all six companies independently. When Wachovia and WaMu are operationally merged with their new parents (which is to say, when the call centers and phone numbers are unified) we'll combine the data.
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