The Customer Service Survey
SectorPulse, the Background
Tue - January 16, 2007 01:21 PM in
As most readers know, one of our key services is the use of our constantly renewing pool of "panelists" to act as surrogate customers by calling into a customer service operation, performing some task, having the call recorded, and completing a feedback survey on the experience. That panelist pool contains about 80,000 people and early on we realized these panelists are also real consumers. And most, when completing the demographic profile on sign up, have told us they own a cell phone. So under SectorPulse-Wireless, we ask that whenever a panelist needs to call their carrier for whatever reason, they call through VocaLabs. Before being connected, we ask a series of survey questions; and immediately on completion of their service call, we survey a second time asking many of the same questions.
This before/after survey allows a way to measure the impact a specific call has on consumer opinion, likelihood of switching vendors and other loyalty and service quality issues. While we have the capability, for security, we do not record SectorPulse calls unless prior arrangements have been made with a specific client.
Our Press Releases on SectorPulse show a head to head comparison in the categories of overall caller satisfaction as well as the probability of completing a callers business without having to call back. But we also track five additional categories: Automation is the percent of callers able to complete their business without speaking with a live agent. Caller Frustration is a measure of the difficulty in reaching live help. Call time, or more accurately named "Transaction time" measures the total amount of time including any multiple calls required to complete a piece of business. And we track customer loyalty both pre and post phone call.
A summary of the comparative results in these latter five categories is a part of the available Executive Summary, and in varying levels of depth, we can also provide historical data, and consumer feedback to better understand why/how caller opinions get formed plus the impact good/or poor service has on company revenues.
The same criteria apply to SectorPulse-Financial that tracks customer service quality among major US banks plus PayPal.
Feel free to call or drop us a note any time on how SectorPulse might be used and how we can aid in making good service a more likely result.
Posted by Rick Rappe
Our Press Releases on SectorPulse show a head to head comparison in the categories of overall caller satisfaction as well as the probability of completing a callers business without having to call back. But we also track five additional categories: Automation is the percent of callers able to complete their business without speaking with a live agent. Caller Frustration is a measure of the difficulty in reaching live help. Call time, or more accurately named "Transaction time" measures the total amount of time including any multiple calls required to complete a piece of business. And we track customer loyalty both pre and post phone call.
A summary of the comparative results in these latter five categories is a part of the available Executive Summary, and in varying levels of depth, we can also provide historical data, and consumer feedback to better understand why/how caller opinions get formed plus the impact good/or poor service has on company revenues.
The same criteria apply to SectorPulse-Financial that tracks customer service quality among major US banks plus PayPal.
Feel free to call or drop us a note any time on how SectorPulse might be used and how we can aid in making good service a more likely result.
Posted by Rick Rappe
Posted at 01:21 PM | | | | |