Peter Leppik
Peter Leppik
Peter U. Leppik is president and CEO of Vocalabs. He founded Vocal Laboratories Inc. in 2001 to apply scientific principles of data collection and analysis to the problem of improving customer service. Leppik has led efforts to measure, compare and publish customer service quality through third party, independent research. At Vocalabs, Leppik has assembled a team of professionals with deep expertise in survey methodology, data communications and data visualization to provide clients with best-in-class tools for improving customer service through real-time customer feedback.
The 30-Day Month
Over the weekend I noticed an ad in our local newspaper for WalMart's new prepaid iPhone plans. The headline announced in 4-inch high letters...
Forcing A Response
One of the more-abused practices in survey design is forcing a response to a particular question. You've probably experienced this: when doing a survey (usually...
Pretty Good Practice: Tie Feedback to Future Behavior
One Pretty Good Practice I want to see all my clients adopt is tying customer feeback to future behavior. This involves keeping customer survey records...
On This Day in History
Is your customer survey still asking the same questions as five years ago? Five years ago, Twitter was a startup and Facebook had only recently...
Pretty Good Practice: Real-Time Survey Notification
Every time a customer survey is completed, notify relevant employees about the new feedback. For example, front-line supervisors may get notified any time a...
Service Recovery Done Wrong
"Service Recovery" is the fancy term for making things right when they go wrong. It's a powerful tool for improving brand loyalty when done...
Silos vs. Service
This is David here, Vocalabs' VP of Software Development. Customer service isn't something you can master and then forget: it takes constant vigilance....
Pretty Good Practice: Target Customer Feedback using Analytics
In recent years, analytics software has become available to identify customers who are likely to have had a poor experience and predict their future...
Agile Customer Feedback
I've observed a number of common problems with survey processes. For example, feedback that's not timely enough to be useful, data that's not relevant...
Pretty Good Practice: Dynamic Surveys
I see a lot of customer surveys which haven't changed in years. Not a single question, not even any punctuation. This seems odd, given how...
This Three Question Survey Takes Three Hours (and really has four questions)
I'm not a big fan of automated surveys, but one thing they usually get right is collecting immediate, real-time feedback. Because one thing computers...
CFPB Credit Card Complaint Data
A few months ago the Consumer Financial Protection Bureau started releasing raw data on credit card complaints. These are anonymized records of individual complaints...
Pretty Good Practice: Closed-Loop Feedback
Creating a closed-loop process is essential to getting the most out of any customer feedback initiative. Closed-loop means doing three things: Collect customer feedback Use…
How’d this happen?
It's always fun to play "how'd this happen" when I see examples of bad survey design. Trying to unpack the thought process which lead...
Respecting the Customer
Customers are doing you a favor when they take the time to respond to a survey. Most customers are very willing to provide feedback,...
Common Problems with Customer Feedback Programs
I just got back from the Concero Customer Experience Forum, and I've been mulling the many excellent conversations we had there. One thing on...
ROI of Customer Feedback
The return on investment of a good customer feedback program is more complicated to quantify than, for example, a new speech recognition system or...
Metrics, and Getting Them Right
In one of my sessions at SpeechTEK a couple weeks ago we got involved in a lively discussion of metrics for IVR and speech...
On hold for 15 hours?
In the Telegraph today (via Consumerist) is a story of a man who says he was kept on hold while calling Quantas Airlines for...
Broken Toyota Survey
Two weeks ago my old rustbucket died, so I bought a new car: a Prius v station wagon. That's "v" as in the letter...