VocaLabs Passes 30,000 Panelist Milestone
EDEN PRAIRIE, Minn., May 27, 2003 - Vocal Laboratories, the pioneer of usability surveys for customer service, announced today surpassing 30,000 individuals signed on as panelists. These VocaLabs panelists provide a source of unfiltered feedback and ideas for improvement about a company's customer service.
VocaLabs provides clients with demographic data on survey participants including gender, income bracket, education, languages, residence, place of origin and cell phone ownership. These 30,000 panelists represent a broad cross-section of the United States and Canada.
"We are excited and proud to be reaching such a significant milestone in such a short time frame," said Peter U. Leppik, CEO of VocaLabs. "This provides our clients with a broader demographic base when conducting a survey. It's important for clients to have a large demographically diverse panelist base to select from, making their survey results more statistically meaningful."
With its large panelist pool, VocaLabs has the ability to perform large surveys with a specific demographic profile. For example, if a service operation only serves a particular region of the country or a particular demographic group, VocaLabs has the ability to be specific about the survey participants.
"We have seen many companies evaluate customer service with fewer than 100 participants," commented Leppik. "An evaluation this small produces unreliable and inaccurate results." With 100 participants, the margin of error is at least 20 percentage points; a spread too wide on which to comfortably base decisions about customer attitudes. VocaLabs recommends doing surveys with at least 500 participants where the margin of error is nine percentage points. With 2,500 participants, the margin of error drops to four percent, with a corresponding increase in confidence that decisions will be based on the most accurate data possible.
"VocaLabs is the only company capable of evaluating customer service with feedback from thousands of demographically diverse panelists. We are committed to expanding the panelist base and broadening the demographic profiles for clients to select from," commented Jessica J. Ament, VP of Marketing at VocaLabs.
About Vocal Laboratories
VocaLabs solves the need for cost effective and statistically accurate feedback about client care Speech Recognition, IVR, human agent, and tone applications. Our clients are end user enterprises, call center consultants, application providers and equipment vendors. We have the unique ability to evaluate a customer contact application at any stage of development, from prototype to live in the field using a large and demographically diverse pool of panelists.
For VocaLabs news and information, please go to http://www.vocalabs.com.