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Home > Our Capabilities > Website Design and Development > Our Solution Accelerators > eyemg.Respond - Customer Service System > RESEARCH STUDY: Online Customer Service - How are Ohio's top 100 private and public companies performing?
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RESEARCH STUDY: Online Customer Service - How are Ohio's top 100 private and public companies performing?
In 1985, Harvard Business School professor David Maister, posed a very simple law of customer service in his highly regarded book, Managing The Professional Service Firm (Copyright 1993, Free Press Paperbacks, ISBN 0-02-919782-1):
Satisfaction = Perception - ExpectationSimply stated, a customer will request service from your organization having a predetermined expectation of the experience. If the perception of your customer service experience is not on par with the expectation, your customer will not be satisfied.
This leads us to the following - a customer that perceives a customer service experience is very good (your firm's, your competitor's, or even an unrelated online customer service experience), could potentially set that as the expectation for his or her next customer service experience. This constantly rising expectation bar, therefore, requires companies to measure and manage customer service performance in relation to the competition, other similar customer service offerings and your own firm's customer service experience.
In February of 2003, Jupiter Research (http://www.jupitermedia.com) reported that - "while 88% of consumers surveyed expect a response to e-mail inquiries within 24 hours, only 54% of companies sampled in Jupiter Research's latest Customer Service Webtrack met these expectations, the same percentage as in 2001."
In October, 2003, EYEMG - interactive media group (http://www.eyemg.com), an Internet Professional Services company located in Akron, OH, performed a survey of the top one hundred Ohio-based publicly traded and privately held companies' Web sites for basic customer service response times. Companies were ranked by Ohio Business magazine by 2002 sales revenues in issue 3, 2003.
Download the results of the study >>
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