The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Why We Do What We Do.
Tuesday - May 23, 2006 02:17 PM in
Old information to regular readers I suppose, but just today I found that we are now the #5 "hit" when anyone Googles "Customer Service Survey" and so our blog is attracting new readers all the time. VocaLabs was founded on the truth that the majority of ways to assess the quality of customer care in a call center simply isn't very good. The industry needed a "better mousetrap", and Vocalabs fills that niche.
Although technically easy to set up and manage, VocaLabs shuns the common end of call survey where the caller is asked to stay on the line at the end of a contact. This end of call method systematically distorts results because unhappy callers have already hung up in frustration or because the call center agent who may be rated on service has the ability to control who gets to take the survey.
We are cool to surveys where the questions are given and results taken entirely by computer because they can send an impersonal message, computers are not good at showing empathy or dealing with exceptions; and you just can't effectively "vent" to a machine.
Follow up surveys in which the customer is contacted later, address the sample bias of the end of call method, but because humans forget detail so quickly, the time it has traditionally taken to receive feedback prevents getting reliable answers to detailed questions. Response rates are very low as well, as humans can resent the imposition on their time, and people are prone to just giving any old answer just to get it over with.
VocaLabs survey methods address all these shortcomings and barriers to accuracy with methods that are fast, objective and professionally designed. It may be unsettling when a VocaLabs study results in lower performance indicators than expected, but you can count on the results to be truthful, deliver enough detail on service quality that specific actionable items are identified, and provide the information needed to deliver service that not just satisfies but delights callers.
Posted by Rick Rappe
We are cool to surveys where the questions are given and results taken entirely by computer because they can send an impersonal message, computers are not good at showing empathy or dealing with exceptions; and you just can't effectively "vent" to a machine.
Follow up surveys in which the customer is contacted later, address the sample bias of the end of call method, but because humans forget detail so quickly, the time it has traditionally taken to receive feedback prevents getting reliable answers to detailed questions. Response rates are very low as well, as humans can resent the imposition on their time, and people are prone to just giving any old answer just to get it over with.
VocaLabs survey methods address all these shortcomings and barriers to accuracy with methods that are fast, objective and professionally designed. It may be unsettling when a VocaLabs study results in lower performance indicators than expected, but you can count on the results to be truthful, deliver enough detail on service quality that specific actionable items are identified, and provide the information needed to deliver service that not just satisfies but delights callers.
Posted by Rick Rappe
Posted at 02:17 PM by | | | |