In 1989, when companies began to earn more from service than from product sales, it became evident there was a need to effectively measure service quality. A team of managers from Xerox, General Electric and Norwest Bank cooperated to develop a low cost and timely method to build and monitor service quality metrics; collecting feedback from customers while service experiences were fresh in mind.
SERVICE 800 was established to offer measurements to service organizations and companies that provide on-site and technical support services.
Why are we "SERVICE 800"? The first company that employed SERVICE 800's resources identified service offerings that were not benefiting its customers as originally thought, and revealed new opportunities for related services. The resulting repositioning increased its service profitability by 800%.
SERVICE 800 can design and launch a customer feedback program within days; using phone interviews, email/web surveys, IVR, mail or combinations thereof. Collecting feedback within minutes of events while customer experiences are fresh in mind. Alerting the right managers of urgent situations and stream data, audio recordings, results and analysis in near real time.
Building the right feedback system for very small or large global organizations is natural as SERVICE 800's own interviewers follow the sun in 30 languages every day.
Fortune 100 Companies around the world rely on SERVICE 800 to help design, collect and measure customer feedback to make the right business decisions based on real live customer feedback. We take it a step further providing full recordings of all customer conversations to make sure that you don't just get customer feedback but you can actually hear it.
We are now satisfying the customer at new levels, saving time and effort for our customers and creating more focus for the sales reps and customer service teams with SERVICE 800's help.
Global Service Manager, Mitsubishi Electric
Since the implementation of the Total Quality management program, combined with the partnership with SERVICE 800, Acelity now has a detailed plan and timeline to make measurable improvements
Senior Vice President of Customer Success, Acelity