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.
Constructive Criticism
Back when dinosaurs roamed the earth, which is to say in my college days, I entertained the idea of fiction writing. For me it...
The Right Process for the Right Purpose
A disturbing number of vendors in the customer survey arena (who should know better) promote a one-size-fits-all approach to customer feedback. Naturally, each vendor claims...
Is it that much trouble to proofread?
If you give an infinite number of monkeys an infinite number of typewriters, eventually they will bang out the collected works of Shakespeare. The problem...
Accountability with no Authority
One of my favorite blogs, Consumer Report's Consumerist, nails it again with a confession from a car salesperson who says that he gets penalized...
Loyalty and Forgiveness
One of the fastest ways to turn a loyal customer against you is with overly-aggressive collection techniques. Some of the angriest customer feedback you...
Must-Have Survey Reporting Capabilities
It seems that when talking customer feedback programs, all the discussion is around what questions to ask and what technique to use. Where the rubber...
Channel Bias in Surveys
One of the key decisions in designing a survey is which channel to use: e-mail, IVR, interviews, pencil-and-paper, or something else. Often there are...
360 View
Your customers do not perceive your customer experience the same way you do. That's simply a fact. But most people are shocked and surprised the...
This Is Why Nobody Is Taking Your Survey
It is a myth that people don't take surveys. The truth is that people don't take stupid surveys. People are usually willing--sometimes delighted--to provide honest…
Tracking Bad Service with a Bad Survey
After my rant about Whirlpool a couple days ago, it seems only fitting that Whirlpool also provided me with an excellent case study in...
Dear Whirlpool, When I Spend A Couple Grand on Appliances, I Expect Prompt Repair Service When Something Breaks a...
A week ago, I had a new Whirlpool refrigerator and clothes drier installed. The drier replaced a Whirlpool my wife and I bought when...
Credibility
The power of a customer service survey comes from its credibility. Credibility is what convinces customer-facing employees that they need to listen when a customer...
Customer Experience and Home Repair
It's not just big companies which provide bad customer service. Just ask any homeowner. Contractors are notorious for providing inconsistent-to-terrible customer service. In my home,...
Survey Fail
This picture (which comes to me from Failblog) nicely encapsulates two of the key challenges in collecting customer feedback: First, you need to make sure...
Three Ideas to Get Started with Customer Service Feedback
I often get asked how to get started with a customer feedback program, when the organization doesn't have any surveys or other feedback processes...
Pretty Good Practice: Survey About the IVR
The overwhelming majority of contact center surveys completely ignore a huge and important group of customers: those customers who never spoke to an agent. Now,...
Over Scripting
According to a report from Consumerist, some Best Buy customer service reps are not happy that they are being given new scripts and aren't...
The Customer Service Survey Maturity Model
Based on our years of experience with different companies and helping them build effective customer feedback programs, we have developed the Customer Service Survey...
Extreme Reactions
Just how extreme of a reaction can you get from poor customer service? Snopes just published a story about a bank which lost a million-dollar...
Business-to-Business Customer Feedback
The overwhelming majority of customer service surveys happen in the business-to-consumer world. Which, if you think about it, is a little strange given that the...