About SERVICE 800

Customer experience measurement experts.

How did SERVICE 800 begin?

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 based on feedback from customers while service experiences were fresh in mind. SERVICE 800 was established to provide measurements for service organizations and companies that provide on-site and technical support services.

Why the name "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%

What can SERVICE 800 Do?

SERVICE 800 can design and launch a customer feedback program within days; use phone interviews, email/web surveys, IVR, mail or combinations thereof; collect feedback within minutes of events while customer experiences are fresh in mind; alert 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.

Who are some of the companies that rely on SERVICE 800's resources?

Companies use SERVICE 800 resources to obtain accurate measurements, to validate internal metrics, and to support programs that recognize or incent colleagues or partners to exhibit best-in-class service qualities.

What are SERVICE 800's goals for the future?

To remain a highly regarded expert of Customer Experience measurement and monitoring. SERVICE 800 will continue to build expertise in new measurement standards and provide resources that consistently and accurately measure changing customer expectations.