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Thursday, August 28, 2008

Customer efficiency is the cornerstone of internet effectiveness for consumers. Many firms spend millions of dollars trying to perfect the user’s online experience to ensure users receive a high level of online satisfaction. Other firms depend on the features and functionalities of their online offerings to maximize customer efficiency.

Surviscor determines a Customer Efficiency Rating (CER) for each firm surveyed on a monthly basis. The CER determine the firm’s ability to efficiently respond to anonymous email questions by tracking the following information for each firm:

  1. Date and Time of original
  2. Date and Time of Automatic Responses – If applicable
  3. Date and Time of actual response
  4. Cumulative Time to respond to email
  5. Validity or correctness of response
Each firm is then ranked in terms of Response Time and Answer Validation. In addition, average standards are established within each grouping of companies to aid in the determination of the CER.

CER Methodology

The Surviscor CER is established using the following information:

For Each Month:
  • Time to Respond – Ranking Score
  • Validity of Answers – Ranking Score
  • Bonus-Time to Respond

Firms are given numerical credit for their relative rankings within their groups. The grid is as follows and assumes 10 firms surveyed:

Firm Ranking CER Score
1 10
2 9
3 8
4 7
5 6
6 5
7 4
8 3
9 2
10 1

The bonus is established by first determining the group Average to Respond. Each individual firm is then given bonus points if their individual average response time is above the group average. The bonus points are established using a standard deviation methodology to a maximum of 10 bonus points per firm.

Emails

Surviscor anonymously transmits 15-20 emails per month to each online service reviewed in the scorCards. The firms are anlaysed for their response time and the quality of their responses.

Web-Site Responsiveness

Is currently in a beta phase and will be introduced shortly.

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