VocaLabs Announces Customer Satisfaction Benchmarks

EDEN PRAIRIE, MN - Vocal Laboratories announced a set of new benchmarks for measuring the quality of customer service. "VocaLabs' research has found that after an outstanding call to customer service, callers were 88% more likely to buy in the next 12 months. High quality customer service can be a real market differentiator on customer perceptions and willingness to do business. The newly developed customer satisfaction benchmarks help ensure a positive impact with every customer contact," commented Jessica J. Ament, VP of Marketing at Vocal Laboratories. The three benchmarks of Satisfaction, Completion and Consistency are based on a database of customer satisfaction scores across several industries, and over 7,500 live calls. Satisfaction measures callers' overall approval with their customer service experience. Completion measures how many callers are able to get the information they need in a single call. Consistency measures how similar the call experience was for each caller. Each category is given a letter grade of A-D. For example, when a client scores an "A" in Satisfaction, their system is performing in the 75th percentile or above for overall caller satisfaction. This suggests their system is performing exceedingly well. The opposite holds true for a score of "D." "With VocaLabs' database of real callers' experiences, we are able to measure system performance and make statistically meaningful comparisons," commented Peter U. Leppik, CEO of Vocal Laboratories. "These benchmarks further quantify the customer service impact of clients systems and provide a simple way to understand the performance of their operations."