The Customer Service Survey

Ending SectorPulse

by Peter Leppik on Tue, 2008-01-22 01:00
For the past four years, we've been publishing quarterly customer service statistics on major companies in several industries, under the name SectorPulse. Currently we're tracking the banking and mobile phone industries, and in the past we also tracked airlines.

We're currently compiling the data for the December 2007 reports, and we've decided that this will be the last set of SectorPulse reports.

Instead, we'll be focusing on developing and expanding our Service Quality Tracker product, which provides similar head-to-head comparisons of customer service quality, but using a different data collection method.

There are a number of reasons for the change: first and foremost, Service Quality Tracker uses data from unpaid participants who are not part of our consumer panel, but who volunteer to participate on a call-by-call basis. We think this is a superior technique, since it avoids the problem of "professional survey-takers" inherent in any paid survey panel.

In addition, Service Quality Tracker uses a live interviewer who calls the customers within a few minutes of the end of a customer service call, rather than an online survey. This opens up participation to anyone, rather than limiting it to people with Internet access--though to be fair, Internet access isn't much of a demographic limitation in the United States any more.

Other reasons for the change include the fact that most of our clients are now using a call-back interview survey, rather than panel research, so this ensures that the data we collect is as comparable as possible to the data clients are collecting for internal purposes. Service Quality Tracker is a continuous process, rather than happening in quarterly chunks, so it's possible to compare companies over arbitrary and flexible date ranges. Finally, Service Quality Tracker is easier for us to manage internally.

So while it's always a difficult decision to discontinue a successful product with a history, we think this is the right decision for us now. Look for new developments in our Service Quality Tracker over the next several months.

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