Benchmarking

Measure e-communication quality for insurance company

We've completed two benchmarking projects for a "Fortune 100" insurance and financial services company. In the first project, we assessed the quality of our client's e-communication. In the second, we compared our client's e-communication quality to that of its competitors'.

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Measure e-mail quality for book publisher

We measured the quality of e-mails sent to customers by the world’s largest publisher and distributor of children’s books.

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Score bank examiners' writing exams

For the National Credit Union Administration, we scored the writing exams completed by 75 Credit Union Examiners who were applying for promotion to Principal Examiner.

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Score e-mail quality for consumer products manufacturer

We helped the manufacturer assess whether its e-mails to customers were of better quality than its competitors' e-mails to customers. For this benchmarking project, we used our proprietary E-Mail Quality Review Tool to score approximately 160 e-mail responses.

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  • January 29, 2017


    Your Reading List: Get Up to Speed on Bots in Customer Service

    Preparing to use bots in your customer care organization? Confused about what a bot is and how one works? Here's a reading list that will help you get up to speed. And if you've read (or created) a great piece on bots in customer service, mention it in the comments. I'll include it in this reading list.

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