The Customer Service Survey
Customer Service Metrics
Wed - February 13, 2008 02:56 PM in
As we're previously announced, we've ended our SectorPulse product in favor of expanding the Service Quality Tracker survey. We're also taking this opportunity to look at the things we measure, and try to improve the customer service metrics we use to compare different companies in the same industry.
I'm looking for any ideas or suggestions for things to measure about customer service quality. Our old metrics were:
1. Satisfaction
2. Call completion (aka "first call resolution")
3. Automation rate
4. Frustration rate (difficulty reaching an agent when needed)
5. Customer loyalty
6. Call length
This isn't a bad list, but I'm sure there are other things people would like to know.
So here's the question: What would you like to know about your competitor's customer service, the systems your competitors build, or the customer service of companies you do business with?
We're going to be collecting data through customer interviews immediately after a customer service call, so we can measure anything which can be put on a survey (plus some basic call statistics, like call length). We will not be able to include any data from the company's call center, such as hold times, number of transfers, etc., though we can ask about that in the survey. We will also not retain call recordings.
For us, the most useful metrics are those which can be broadly applied across different companies in different industries, regardless of the specifics of how they provide service. The goal is to have a handful of basic customer-centric metrics, and data for analysis about more technical or technology-specific parameters.
Please leave any suggestions in the comments, or e-mail them to me at pleppik@vocalabs.com.
Posted by Peter Leppik
1. Satisfaction
2. Call completion (aka "first call resolution")
3. Automation rate
4. Frustration rate (difficulty reaching an agent when needed)
5. Customer loyalty
6. Call length
This isn't a bad list, but I'm sure there are other things people would like to know.
So here's the question: What would you like to know about your competitor's customer service, the systems your competitors build, or the customer service of companies you do business with?
We're going to be collecting data through customer interviews immediately after a customer service call, so we can measure anything which can be put on a survey (plus some basic call statistics, like call length). We will not be able to include any data from the company's call center, such as hold times, number of transfers, etc., though we can ask about that in the survey. We will also not retain call recordings.
For us, the most useful metrics are those which can be broadly applied across different companies in different industries, regardless of the specifics of how they provide service. The goal is to have a handful of basic customer-centric metrics, and data for analysis about more technical or technology-specific parameters.
Please leave any suggestions in the comments, or e-mail them to me at pleppik@vocalabs.com.
Posted by Peter Leppik
Posted at 02:56 PM | | | | |