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.
You May Be P-Hacking and Don’t Even Know It
P-Hacking is a big problem. It can lead to bad decisions, wasted effort, and misplaced confidence in how your business works. P-Hacking sounds like something…
Designing Hybrid Surveys
There's two elements to designing a hybrid survey program which combines the depth of actionable feedback from a live-person phone interview with the ability to…
Customer Experience Non-Trends for 2018
It's the beginning of a new year, which means it's time for pundits and prognosticators to pull out their crystal balls and make predictions about…
This Is Why Survey Design is Hard
Not everyone is going to immediately spot the problems I saw with this online survey I got from Discover Card this week. But some...
Making the Company Human
If you are one of the lucky few who plunked down the equivalent of a four-year degree to buy a Tesla Model X, you...
Why We Still Like Phone Interviews
While we at Vocalabs provide a variety of customer feedback channels to our clients, we still think phone interviews are often the most important...
Listening to Customers
Every company likes to say that it listens to customers. But when was the last time you literally listened to a customer? I've learned over...
Incentives Run Amok
Here are three stories which have one thing in common: Several customers have reported being "fired" from their Ford dealer after providing less-than-perfect ratings on...
A Tale of Two Airlines
This has been a bad week for United Airlines. After making news for having a paying customer dragged off a plane, bloody and unconscious,...
2016 NCSS Banking Results
We've published the 2016 results of the National Customer Service Survey on Banking. This ongoing research tracks the customer service quality at Bank of...
Helpful Feedback
Imagine taking a college class, and at the beginning of the semester the Professor announces, "For this class, we're not going to be handing...
Net Promoter Score (NPS) in B2B Surveys
If you're thinking about using the Net Promoter Score (NPS) on a business-to-business survey, there's some extra factors you should consider before committing to...
Customer Experience Non-Trends for 2017
It's the beginning of a new year, which means it's time for pundits and prognosticators to pull out their crystal balls and make predictions...
“Smart” Products vs. Services
It used to be that when you opened up your wallet, you knew whether you were buying a product or a service. New pair...
Falling Through the Cracks
Most companies can handle the ordinary customer service issues just fine. Often, the difference between a company with terrible service and great service is...
Mistakes about Margin of Error
Pop quiz time! Suppose a company measures its customer satisfaction using a survey. In May, 80% of the customers in the survey said they were...
Incentives
A few weeks ago the Harvard Business Review published an article with the provocative title, Stop Paying Executives for Performance. The main thesis was,...
NCSS Results: T-Mobile Keeps Getting Better, Comcast Still Trails
We just published the 2015 results for the National Customer Service Survey (NCSS) of Communications companies. This ongoing survey tracks customer service quality at...
NCSS Results: Chase on top, Bank of America Improves
We just published the results for the National Customer Service Survey (NCSS) on Banking for 2015. This is our ongoing syndicated research program comparing...
Sharing Feedback, Constructively
Back when I was is college I took a creative writing class, and part of this class was to critique each other's work: read...