The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
We Do This For A Living
Friday - October 06, 2006 03:38 PM in
Piggybacking on Peter's announcement yesterday of the pre-release availability of the latest SectorPulse quarterly reports that compare the customer care performance of the major banks and wireless phone companies; I should make a clarification. We have about 1600 industry contacts who are subscribers to our "Quality Times" newsletter and who got an e-mail from us yesterday announcing the pre-press release availability of the latest reports.
It is gratifying how many of the 1600 and I are on a first name basis, and have sent me "I want it" notes. I've been spending a fair amount of time today answering e-mails explaining that a subscriber to our newsletter is different than being a subscriber to the SectorPulse reports. Remember, we make our living doing research surveys, and SectorPulse data is wonderfully insightful on how these companies are really serving their customers as well as how that service compares to their competition. But we can't give it away.
How SectorPulse works, is we ask our 80,000 panelist base that when they need to call their bank or wireless carrier for any reason, they call through VocaLabs. This allows us to survey them before the contact on such things as brand loyalty and satisfaction with their provider(s) plus why they are calling. We then make the connection and time, but for privacy reasons, do not record, the call. Immediately after the contact, we survey them again, and by noting the opinion shifts, gain insights on the impact the service received has on the caller. We then do a head to head comparison in seven categories: Overall satisfaction, single call task completion, the percent of calls handled without a live agent, frustration over the difficulty in reaching an agent (if needed), average connect time, and loyalty to the company before and again after the call.
Neat stuff, but not free. SectorPulse subscribers can purchase everything from a single 11 page Executive Summary for $200.00 all the way through many hundreds of surveys on all the reviewed companies for a fair amount of change. And the main purchasers are the entities being tracked and vendors to those companies. So thanks for your interest, but please don't ask me to reveal specific results without becoming a SectorPulse subscriber.
Posted by Rick Rappe
How SectorPulse works, is we ask our 80,000 panelist base that when they need to call their bank or wireless carrier for any reason, they call through VocaLabs. This allows us to survey them before the contact on such things as brand loyalty and satisfaction with their provider(s) plus why they are calling. We then make the connection and time, but for privacy reasons, do not record, the call. Immediately after the contact, we survey them again, and by noting the opinion shifts, gain insights on the impact the service received has on the caller. We then do a head to head comparison in seven categories: Overall satisfaction, single call task completion, the percent of calls handled without a live agent, frustration over the difficulty in reaching an agent (if needed), average connect time, and loyalty to the company before and again after the call.
Neat stuff, but not free. SectorPulse subscribers can purchase everything from a single 11 page Executive Summary for $200.00 all the way through many hundreds of surveys on all the reviewed companies for a fair amount of change. And the main purchasers are the entities being tracked and vendors to those companies. So thanks for your interest, but please don't ask me to reveal specific results without becoming a SectorPulse subscriber.
Posted by Rick Rappe
Posted at 03:38 PM by | | | |