The Customer Service Survey Maturity Model


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Based on our years of experience with different companies and helping them build effective customer feedback programs, we have developed the Customer Service Survey Maturity Model. Today we published a white paper outlining the model, as well as a simple online self-assessment tool which anyone can use to gain an understanding of where their customer feedback practices stand, using the principles of Agile Customer Feedback as a guide.

The maturity model and the self-assessment tool are a quick way to get a sense of what’s possible and what changes to your customer survey process are likely to yield the most bang for your buck. The model evaluates the three functional areas of any customer service survey process: Data Collection, Reporting, and Process. In each area, the company’s maturity is evaluated based on which practices the company uses.

Since Data Collection, Reporting, and Process all support each other, the most fertile ground for improvement is usually where the company is least mature.

We’re hoping this is a useful tool for our clients and the community in general. I welcome any comments or feedback.

Republished with author's permission from original post.

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.


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