About Vocalabs

2017 Results for the National Customer Service Survey are out

by Peter Leppik on Tue, 2018-02-27 16:30

We recently released our 2017 report for the National Customer Service Survey on banking customer service, tracking customer service performance at Bank of America, Chase, Citi, and Wells Fargo. An executive summary is available for download.

In our 2017 data we find that Citi has rebounded significantly from its decline over the past two years, and is now generally scoring in-line with industry peers in our survey. Bank of America has declined meaningfully since 2015, and in 2017 had the lowest scores in seven of our nine key metrics. Wells Fargo has the highest scores in our three Business Outcome metrics.

This unique independent research is underwritten and conducted by Vocalabs on an ongoing basis to benchmark industry trends in phone-based customer service. We perform in-depth interviews with customers of each company immediately after a customer service call. High-level business metrics are correlated to specific events during the customer service call, allowing us to directly measure the drivers of customer satisfaction and loyalty. 

This report is based on over 5,000 telephone interviews conducted between 2011 and December 2017. The National Customer Service Survey is an ongoing research study, and we are collecting new customer feedback about each company continually throughout the year. We publish an annual Executive Summary highlighting key trends, and Vocalabs clients have access to more in-depth analysis and can develop proprietary benchmarks against our syndicated research. Please contact us for more information.

Issue 107 of the Vocalabs Newsletter is published

by Peter Leppik on Wed, 2017-06-28 13:32

We just published the 107th issue of Quality Times, our mostly-monthly newsletter about all things related to Customer Experience and Customer Feedback.

In this issue I discuss how journey maps are really about mapping the desire paths of the customer experience. What's a desire path? Read on...

As always I hope you find this interesting and useful. Email subscribers should be receiving their copies shortly. You can subscribe to our newsletter and get the latest issue delivered straight to your inbox.

Easy Customer Interviews with Salesforce Marketing Cloud

by Peter Leppik on Fri, 2017-05-05 14:44

I'm excited to announce that Vocalabs has released a Salesforce Marketing Cloud app that integrates with Marketing Cloud's Journey Builder to make it easy and painless to incorporate customer interviews into any Marketing Cloud journey.

All you need to do to is drag the Vocalabs icon into your Journey Builder journey* and we'll call your customers for phone interviews. It's really that simple -- we do all the work. All the data transfer and integration happens seamlessly behind the scenes.

(*We also need to design your interview script, which is part of our setup. But we'll want to collaborate with you on the script, so technically you do have to do a little more work than just that.)

It's never been easier and more painless to use the in-depth feedback of phone interviews. We don't require any minimums or contractual commitments, so you can begin and end customer interviews whenever you want, and do as many as you need. This is truly phone interviews on demand.

You can get more details and watch a short demo video on our app listing page. Check it out, and see just how easy it is to start getting the actual voices of your customers.

Issue #105 of our newsletter

by Peter Leppik on Thu, 2017-04-27 15:52

Today we published the 105th issue of Quality Times, our newsletter about all things Customer Experience and Customer Feedback. Email subscribers should have received their copied earlier today, and you can subscribe here.

This month I discuss the recent United Airlines fiasco. While it's always a bad idea to beat up your customers on video, most commentators have overlooked the fact that Delta Airlines also could have had a very bad PR month--but didn't. The reasons why United got all the bad publicity and Delta avoided it hold some important lessons for Customer Experience professionals.

As always, I hope you find this interesting and informative. Our newsletter is one of the ways we keep in touch with current and prospective customers, so if you know someone who might be interested please pass it along.

Issue 104 of Quality Times

by Peter Leppik on Fri, 2017-03-31 13:04

We've published the 104th edition of Quality Times, Vocalabs mostly-monthly newsletter about customer feedback and related topics. In this month's issue we discuss how it could be that the American Customer Satisfaction Index is showing increased scores for several retailers who are closing stores and losing customers.

As always, I hope you find our newsletter interesting and informative. Subscribers should have already received their emailed copies, and if you want to subscribe too, you can sign up here.

Issue 103 of our Newsletter

by Peter Leppik on Tue, 2017-02-28 15:43

We published the 103rd issue of our newsletter, Quality Times, today. We've published the 2016 results for the National Customer Service Survey for Banking, and this month's newsletter focuses on some of the changes we've seen this year. We also discuss some of the unique challenges in trying to apply the Net Promoter Score to a business-to-business survey.

This newsletter is one of the ways we get to know prospective clients. So if you find this useful and informative, please subscribe and pass it along to other people who might also enjoy it.

The Hundredth Newsletter

by Peter Leppik on Fri, 2016-11-11 15:19

This week we published the 100th issue of Quality Times, Vocalabs' newsletter about customer feedback and customer experience.

A hundred newsletters is a lot, and it seemed appropriate to take a few steps back and consider what customer surveys are really for and how to make them more effective. We know what it takes to make customer feedback effective in improving the customer experience, the problem is that most surveys simply aren't designed to be effective.

As always I hope you find our newsletter interesting and informative, and if you enjoy it please subscribe to get the latest edition hot off the presses via email.