View Latest Results
Customer efficiency is the cornerstone of internet effectiveness for consumers. Many companies spend millions of dollars trying to perfect the user’s online experience to ensure users receive a high level of online satisfaction. Other companies depend on the features and functionalities of their online offerings to maximize customer efficiency.
Surviscor developed a proprietary process called the Customer Email responsiveness (CER) rating to gauge how well firms are responding to customer, or potential customer emails. The CER determine the firm’s ability to efficiently respond to anonymous email questions. The CER provides companies with valuable information regarding the email experience of both existing and potential customers.
Features
- Track company response time and accuracy in responding to anonymous email questions;
- CER rating established for each company surveyed on a monthly basis;
- Average standards are established within each grouping of companies to aid in the determination of the CER;
- Online Access to Individual Records (via scorView™).
CER Year-In-Review Report
The ‘State of Email Responsiveness’ report is a comprehensive email responsiveness review based upon the most recent 12-month year-end CER records accumulated by Surviscor. The report provides a detailed look at the various aspects of an email transmission, including the time to respond and the accuracy of the answer.
Report Features:
- Company Category Results and Ranking;
- Company Sub-Category Results and Ranking;
- Top Performing Company by Category and Sub-Category;
- Analysis of Company Strengths;
- Analysis of Company Opportunities;
- Insight Into Industry Best Practice Information.
Report Benefits:
- Improved Understanding of Email Service levels
- Improve Non-Customer Service Offering Through Competitive Benchmarking;
- Comprehensive Detail to Validate Current Email Service Levels and Business Strategy.
Who Needs To Know:
- Call centre management;
- Marketing – how are prospective clients being handled?;
- Business leaders – Likely the same experience internally with real clients;
- The email representatives.