About Us

Vocal Laboratories Inc. (Vocalabs) helps helps leading brands improve customer service by collecting timely and actionable feedback about customer service quality. We interview customers immediately after a customer service call, retail store visit or IVR interaction while the memory of the experience is still fresh. Using our powerful hosted survey and reporting platform, clients discover and share insights to improve business decisions.

Vocalabs’ customers include Fortune 1000 companies, telecommunications carriers, industry consultants and equipment vendors. Vocalabs’ award-winning services include customer experience measurement programs and usability testing for speech recognition and Interactive Voice Response (IVR) systems using our national consumer panel. Vocalabs also conducts the National Customer Service Survey, ongoing independent research on customer satisfaction with phone-based customer service. Current research covers computer technical support and mobile phone customer service.

History and Leadership

Peter U. Leppik is president and CEO of Vocalabs. After several years as an investment analyst following call center technologies, he founded Vocal Laboratories Inc. in 2001 to apply scientific principles of data collection and analysis to the problem of improving customer service.

Leppik is a frequent industry speaker on the topic of measuring and improving customer service quality in call centers and automated speech environments. He is also coauthor of Gourmet Customer Service: A Scientific Approach to Improving the Caller Experience. Leppik has led efforts to measure, compare and publish customer service quality across a range of industries through third party, independent research, and works with industry associations to sponsor research to advance the state of the art in customer service. At Vocalabs, Leppik has assembled a team of professionals with deep expertise in survey methodology, data communications and data visualization to provide clients with best-in-class tools for improving customer service through real-time customer feedback.

Mr. Leppik holds B.S. degree in Physics from the University of Minnesota and an M.S. degree in Physics from the University of Illinois at Urbana-Champaign.

Executive Team

Our executive team is comprised of industry experts in the areas of survey design, statistical analysis, voice and data integration and consumer marketing. Our professional survey administrators conduct surveys with the utmost in care for the customer and an intense focus on accuracy, thoroughness and quality.