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.
More on Correlation
Just in case you need more convicing that correlation is not causation, spend some time browsing the Spurious Correlation Generator. Every day it finds a...
Correlation Is Not Causation
Anyone who works with statistics has heard the phrase "correlation is not causation." What it means is that just because A is correlated with B...
Net Promoter and Customer Effort: Two Metrics Measuring Two Different Things
People often ask, "What's the right metric to use on a customer survey?" The answer, of course, depends on what you're trying to measure. Often...
How long did you wait?
One of the oldest complaints about customer service is having to wait on hold to talk to a person. It's still a problem from...
We’re Watching You, Comcast!
Comcast and Time Warner have launched a PR offensive to try to convice people that it's going to improve it's customer service in advance...
Customers Don’t Give Points, They Take Them Away
What does "Very Satisfied" mean? Does it mean "Outstanding job, above and beyond expectations?" or does it mean "I don't have any complaints?" Many people...
Working Backwards to the Technology
Via Daring Fireball, I found an amazing video of Steve Jobs from 1997 talking about his philosophy of business. This was after he returned...
This Survey IS a Test
Last week, Bank of America invited me to take a customer survey. The survey was nothing special, but at the end it gave me this...
Who Thought This was a Good Idea?
Via Consumerist comes the story of a guy named Guy. Guy shops at Staples, and is a member of Staples' reward program, and Staples...
Well-Oiled Company = Well-Oiled Experience?
I've worked with a lot of client companies over the years at Vocalabs. Some companies are easy to work with: they are well-organized, people...
Fooling the Customer
Time had an amusing article this week about The Telemarketing Robot who Denies She's a Robot (complete with recordings!). A company offering health insurance...
Most Depressing Survey Ever
From Tumblr user pupismyname.
The Limits of Metrics
Andy Beaumont recently wrote an article, The Value of Content, which is (at its core) a screed against the annoying web design trend of...
Comcast CEO: Delusional or Just Spinning?
Brian Roberts, Comcast's CEO, was interviewed yesterday for the radio show Marketplace. The company has a reputation for poor customer service, and so at...
8 Rules for Writing a Not-Awful Survey
Writing a good survey isn't hard, but there are some gotchas if you've never done it before. Here are a few rules of thumb...
Five Things Your Survey Should Trigger
A customer feedback process doesn't end when the survey is done and the report is generated. In order to be useful, the survey has...
Electronic Arts: A Case Study of the Dunning-Kruger Effect in a Corporation
A couple weeks ago I wrote about the Dunning-Kruger Effect. That's the fancy name for that thing where the majority of people think they're...
Mistakes
Even though nobody's perfect, there's a weird thing in American business culture of never admitting mistakes. The usual reason is that admitting a mistake could...
It’s Not Customer Feedback if it Didn’t Come From a Customer
Getting good, actionable customer feedback is not easy. Wouldn't it be great if there was some technological solution which would just tell us how...
Dunning-Kruger Effect
You know that thing everyone always talks about how most people think they are above-average drivers? As I learned today, it turns out this has...