Mar 1, 2004 Answer-1 Exceeds Industry Average in ATSI Survey
ATSI Excellence Measured Customer Survey
Tally of Customer Responses to Benchmark Survey
|
Survey Question # |
Explanation of Survey Question |
Industry Average |
Answer 1 |
|
|
Rating |
||
|
1. Professionalism & Courteousness |
Agent's professionalism and courtesy with caller |
4.3814 |
4.54 |
|
2. Business Knowledge |
Agent's knowledge of the customer's company and services offered |
4.005 |
4.07 |
|
3. Helpfulness |
Agent's willingness to help caller |
4.2981 |
4.47 |
|
4. Accurate Messages |
Self explanatory |
4.0222 |
4.12 |
|
5. Spelling Acceptable |
Self explanatory |
3.9903 |
4.1 |
|
6. Instructions Followed |
Messages relayed according to customer requirements |
4.0278 |
4.2 |
|
7. Hold Time |
Customers perception of lengthy hold time |
3.8377 |
4.29 |
|
8. Message Delivery |
Messages relayed in a timely manner |
4.1418 |
4.2 |
|
9. Customer Service Responsiveness |
Response time to customer concerns |
4.2856 |
4.46 |
|
10. Resolution of Client Issues |
Are concerns addressed and resolved timely to the customer's satisfaction |
4.234 |
4.35 |
In the spring of 2004, we asked 1200 customers to rate our services based upon the above criteria. We had 147 surveys returned. The surveys were graded on a scale of 1-5 (5 being the highest).
Results of how Answer 1 Communications rates among the industry?
Answer 1 Communications exceeded the industry average in every category!