Customer Success Story

E-mail Surveys Help “HEAR” Customer ’s Voice, Improve Customer Service

HyperQualityCustomer Success Story

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Voice and Data Services Company © 2014, HyperQuality, Inc.

E-MAIL SURVEYS HELP

“HEAR” CUSTOMER’S VOICE,

IMPROVE CUSTOMER SERVICEIndustryVoice and Data Services

# of Agents700

Types of CallsInbound phone calls for customer sup-port, technical support and sales

Call Volume2 million customer contacts per year

Customer Profile

HYPERQUALITY Success at a Glance

ChallengeOffering superior broadband technology is half the reason for this internet and telecom service provider’s success; quickly and effi-ciently resolving any problems that occur either with the product or the people who install it is the other. Because the company places a high premium on superior customer service, realizing that quality service translates into loyal and profitable customers, the company wanted to get a better handle on its customers’ perception of its performance in this area.

Solution

The company used HyperSurvey, HyperQuality’s short email survey that helps companies gain insight into customer attitudes as a way to improve customer service and increase revenue. Results of the survey are provided through HyperView, HyperQuality’s proprietary Web-based reporting and analysis tool. The goal of the survey was to determine whether previous customer service changes, such as using HyperQuality for call monitoring and evaluation, were gener-ating valuable results.

ResultsHyperQuality handled several hundred surveys for the client’s Pro-visioning unit per month, and just under 1,000 per month for its Repair center. Very quickly, the survey showed that the Provisioning side experienced significant percentage increases, including:

• 19% in CSAT (Customer Satisfaction) scores

• 29% in First Call Resolution

• 18% in Total Problem Resolution

• 52% in Likely to Recommend

“ Our customer perspective is most important to us... All of our strategic imperatives are centered on the cus-tomer. With the combined services of both agent evaluation and customer surveys, HyperQuality has proven in-strumental in moving our business to new performance levels.”

Senior Manager of

Customer Operations

HyperQualityCustomer Success Story

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© 2014, HyperQuality, Inc. Voice and Data Services Company Voice and Data Services Company © 2014, HyperQuality, Inc.

This internet and telecom service provider owns and operates one of the largest national broadband networks, and is

recognized as a national facilities-based provider of data, voice, and wireless telecommunications solutions for small and

medium-sized businesses.

The company’s broadband and voice over Internet protocol (VoIP) services are available in 44 states and 235 major markets

and can be purchased by more than 57 million homes and businesses.

Becoming the nation’s preeminent broadband provider and maintaining that position - involves much more than technologi-

cal acumen. It also requires a focused commitment to superior customer service. Bringing superior broadband technology

to customers is half the equation; quickly and efficiently resolving any problems that occur either with the product or the

people who install it is the other.

Towards that end, the company decided to engage the services of HyperQuality, the premier contact center quality assur-

ance firm. The company was already relying on HyperQuality to monitor the performance of its customer contact centers,

with excellent results. The company was intrigued by HyperQuality’s newest offering, HyperSurvey, which helps companies

increase revenue, lower operating cost, and improve customer satisfaction by improving both leading and lagging indicators

through process analysis, survey management, and end-to-end quality analytics. Overall, HyperSurvey helps companies gain

insight into customer attitudes and perceptions as a way to improve their customer service.

Through HyperSurvey, a short email survey allows customers to provide their impressions of a company’s communication,

whether telephone, email or chat. Ultimately, the data collected can be turned into actionable intelligence, which will

help companies understand the attitudes that drive satisfaction and allow them to make faster, better-informed business

decisions.

To create the e-mail surveys, HyperQuality analysts work with each company’s internal resources to develop the appropriate

survey questions. Surveys are supported in over 20 languages, are customizable in appearance, and can be created using

various templates and themes. Questions can be revised as a company’s business needs change, and individual surveys can

be customized midsurvey, based on the answers received. Survey questions are developed to measure customer perceptions,

emotional responses, and customer loyalty.

Once completed, the surveys are distributed by HyperQuality through a complex process of audience management and email

validation. Personalized email invitations, survey reminders, instant results, and anonymous responses can be included as

part of the program.

Results of the survey are provided through a standard set of reports available through HyperView, HyperQuality’s proprietary

Web-based reporting and analysis tool. Reports include respondent data, trend reports, operational dashboards, outlier and

exception reports.

The internet and telecom service provider initiated a Provisioning survey and a Repair survey, translating to more than 1,000

surveys per month. The general idea of the surveys is to understand the customer’s satisfaction with company installs. These

surveys are sent for specific tier-1 and tier-2 repair customer support.

The importance of these surveys cannot be overstated, according to the company’s Senior Manager, Customer Operations.

© 2014, HyperQuality, Inc. Voice and Data Services Company

HyperQualityCustomer Success Story

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Voice and Data Services Company © 2014, HyperQuality, Inc.

“Our customer perspective is most important to us,” she emphasized. “All of our strategic imperatives are centered around

the customer.”

The installation process covered by the Provisioning surveys falls into three main phases: sales, provisioning, and installa-

tion. The survey contains questions addressing each of these areas. The survey also allows the customer to offer “color”

commentary, for further analysis of dissatisfaction or satisfaction (e.g., the installation took too long, what I was sold isn’t

what was installed, the installer wasn’t professional).

For those customers who had a bad experience (as noted in the survey), the company has dedicated people to call those

customers back and help improve the experience. The surveys also allow the company to measure the performance of each

phase of the installation, resulting in internal accountability for its employees.

Similarly, on the repair side, customers who call in for support would receive a Repair support survey. Again, for those cus-

tomers who had a negative experience or whose problem remains unresolved, the company has dedicated people in place

to quickly call back and ameliorate the situation. The repair survey has additional questions regarding reasons for customer

satisfaction such as average handle time, number of transfers, agent satisfaction, and first call resolution. As a result, sta-

tistics to this data can be applied to find the key drivers to satisfaction and support the company on key areas to improve.

“We’ve discovered a great deal of ‘low-hanging’ fruit in the Provisioning surveys,” the Senior Manager, Customer Operations

said. “Most of these were items we were able to tackle right away by reviewing and fine tuning our training methods within

the installation process.”

The improvements that the company has seen in just a few months provide a clear illustration of this “low-hanging fruit.”

Consider these percent increases:

• 19% in CSAT (Customer Satisfaction) scores

• 29% in First Call Resolution

• 18% in Total Problem Resolution

• 52% in Likely to Recommend

Given the company’s satisfaction with these early results, it has implemented HyperSurvey in other areas, including the

company’s billing process. “It was really a team effort between HyperQuality and our company,” she said. “Our contact

at HyperQuality, Kip Rapp, brought extensive experience to the table in terms of designing and implementing surveys. We

told him exactly what we wanted to accomplish, and he explained how we could get there. Once the survey questions were

developed, Kip and his team fine-tuned them based on our comments and feedback.

“By the time the surveys went out, we were extremely confident they would uncover the information we needed.”

“Besides the actual data that HyperSurvey generates, the surveys provide an even more fundamental benefit.

“This program allows us to focus not only on monitoring but also on the direct feedback from customers,” the manager said.

“With the combined services of both agent evaluation and customer surveys, HyperQuality has proven instrumental in mov-

ing our business to new performance levels.”

For more information, contact:

HyperQuality, Inc.One Convention Place, 701 Pike Street, Suite 1560, Seattle WA 98101

877.283.7110 | sales@HyperQuality.com | www.HyperQuality.com

Copyright © 2014 HyperQuality, Inc. All rights reserved. Other trademarks are registered trademarks and the properties of their respective owners.Product specifications and features are subject to change without notice.010410