Evaluating Customer Service

The Methods Overview Table below represents and summarizes suggested methods in collecting customer service data for your organization.  For each method, a link is provided outlining further details and the process of data collection for that method.  Cost are determined by selecting from the various options and services in each method.

The first column in the table contains the name of the method. For each method, a comparison is made on several factors.   These factors are described in general below:

• Cost: Relative cost values are assigned to each method and related strategy on a cost scale of low, medium or high.
• Sample: Two different sample strategies are provided.   The open method represents a strategy where anyone (self selection) can access the survey.  The second strategy uses a more defined approach (statistical sampling) where survey respondents are selected and assessed using standard survey practices.
• Distribution: The table provides a comparison of the different distribution methodologies for each sample strategy.
• Custom: A "yes" response reflects that the survey can be customized to suit specific customer groupings.
• Pro(s) and Con(s): General strengths and weaknesses of the surveying strategies are given.

Methods	Cost	Sample	Distribution	Custom	Pro(s)	Con(s)
Web Based	Low	Open	Web link available from web page or printed on publications, general mailings, letters, etc...	YES	* Accessible to   public * Wide participation * Use existing publications	* Requires web access * Sampling strategy
		Defined	Web link provided to a specific group via an existing  mailing or is provided to a defined population	YES	* Use existing mailings or e-mail distribution lists * No return mailing time	* Requires web access
Point of Contact	Low	Open	Survey available at facilities or point of contact.  Respondent completes survey via the web	YES	* Accessible to customers * Wide participation * Distributed at  point of service * Allows for customization * No return mailing time	* Requires web access * Sampling strategy
	Medium	Open	Survey available at facilities or  point of contact.  Survey is returned via business reply mail	NO	* Accessible to general public * Wide participation * Distributed at  point of service	* Sampling strategy * No customization * Return mailing time
Mail	Medium	Defined	Survey mailed to defined population and respondents reply via the web	YES	* Able to select a sample * Avoid return mailing cost	* Requires web access * Return mailing time
	Medium	Defined	Survey is mailed to defined population and is returned via  business reply mail	YES	* Able to select a sample * Does not require web access	* Cost * Return mailing time
Phone*	High	Open	Telephone number (toll or 800) printed on publications, general mailings, letters, etc...	YES	* Accessible to general public * Distributed on existing publications * Does not require web access	* Sampling strategy * Cost * Time consuming
		Defined	Telephone number (toll or 800) provided to a defined population or group phone polled	YES	* Does not require web access * Participant can ask questions	* Direct calling * Time consuming * Cost
Focus Groups*	High	Define	Customer group is invited to provide feedback in a controlled setting with a moderated discussion.	YES	* In-depth analysis * Qualitative data	* Cost * Time consuming
* We don't directly provide these services,  but can offer referrals to organizations and consultants.

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