The Customer Service Survey
Updating Service Quality Tracker
Tue - March 25, 2008 01:43 PM in
We've updated our Service Quality Tracker survey for tech support at different PC vendors, and we're starting to gradually roll out the new survey to participating consumers.
This is a major overhaul: we've expanded the survey from about a half-dozen questions to over 20, and we've added a long list of new metrics. Some of the new metrics are based on input from our clients, and we're also developing a consumer-focused metric based on the factors which consumers say are important to providing good service.
Some of the new things we're tracking include hold time, IVR problems, preferred communication channel, type of call, the type of resolution (if any) to the customer's problem, and whether the company attempted to upsell the customer.
This is in addition to the things we've long been tracking with our old Service Quality Tracker and the discontinued SectorPulse survey: satisfaction, loyalty, automation rate, completion rate, consumer frustration, and call duration.
Watch this space for more updates as things keep changing.
Posted by Peter Leppik
Some of the new things we're tracking include hold time, IVR problems, preferred communication channel, type of call, the type of resolution (if any) to the customer's problem, and whether the company attempted to upsell the customer.
This is in addition to the things we've long been tracking with our old Service Quality Tracker and the discontinued SectorPulse survey: satisfaction, loyalty, automation rate, completion rate, consumer frustration, and call duration.
Watch this space for more updates as things keep changing.
Posted by Peter Leppik
Posted at 01:43 PM | | | | |