The Customer Service Survey

The Voice Self Service Score

by Peter Leppik on Wed, 2012-08-08 17:54

Vocalabs and Listening Methods have partnered to develop the Voice Self Service (VSS) Score. This unique approach combines in-depth customer interviews with statistical event analysis to quantify the impact of Voice Self-Service on lost revenue, operational expense, customer satisfaction, and loyalty.

The VSS Customer Experience Score and its components inform us as to whether callers find it easy to accomplish their goals with a company in an efficient and pleasant manner.  It is an indication of the impact of the VSS communications channel on the long term relationship, thus providing a foundation for determining how important VSS experience is to your business and your customers.  Its goal is to provide a consistent measure of VSS Customer Experience that can be clearly understood.

More details are in our white paper.

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