The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
A Great Job
Thursday - October 20, 2005 01:41 PM in
When we publish our SectorPulse results, which rank the customer service of different companies in the same industry, we inevitably get snarky responses like this one, which basically says "if these guys are the best, then the worst ones must be truly horrific."
The unfortunate fact is that not that many companies do a truly outstanding job of customer service. In order to earn an "A" in our grading system, a company has to be in the top 25th percentile of everything we evaluate. In other words, no matter how bad service levels are, one out of every four companies we consider an "A".
Such are the perils of grading on a curve.
What we really need is some way to recognize the handful of companies which truly do an outstanding job of customer service: the Southwest Airlines of the world, which has consistently been in the 95th percentile in our research. An "A++++" grade for customer service, if you like.
Posted by Peter Leppik
Such are the perils of grading on a curve.
What we really need is some way to recognize the handful of companies which truly do an outstanding job of customer service: the Southwest Airlines of the world, which has consistently been in the 95th percentile in our research. An "A++++" grade for customer service, if you like.
Posted by Peter Leppik
Posted at 01:41 PM by | | | |