How much does it cost?
The cost of your project will depend on your objectives and the program parameters. After we have a better understanding of what you are trying to accomplish, we can quickly give you a free estimate for your program.
How long does it take to get started?
Most programs take as little as 1 to 2 weeks to get up and running.
What do you need to get started?
There are 3 key items we need to get your program started: 1) an approved questionnaire, 2) a test file from your company with customer information, and 3) a signed statement of work defining the services we will perform for you, including associated fees.
What languages do you work in?
Arabic, Austrian, Bengali, Bulgarian, Cantonese, Catalan, Chinese, Croatian, Danish, Dutch, English, Finnish, Flemish, French, French Canadian, German, Greek, Hebrew, Hindi Hungarian, Indonesian, Italian, Japanese, Kannada, Korean, Latvian, Malay, Mandarin, Norwegian, Polish, Portuguese, Portuguese Latin America, Punjabi, Romanian, Russian, Sindhi, Slovakian, Slovenian, Spanish, Spanish Latin America, Swedish, Tamil Thai, Turkish, and Urdu.
Other languages may be available upon request.
What languages can web surveys be executed in?
Arabic, Austrian, Bengali, Bulgarian, Cantonese, Catalan, Chinese, Croatian, Danish, Dutch, English, Finnish, Flemish, French, French Canadian, German, Greek, Hebrew, Hindi Hungarian, Indonesian, Italian, Japanese, Kannada, Korean, Latvian, Malay, Mandarin, Norwegian, Polish, Portuguese, Portuguese Latin America, Punjabi, Romanian, Russian, Sindhi, Slovakian, Slovenian, Spanish, Spanish Latin America, Swedish, Tamil Thai, Turkish, and Urdu.
Other languages may be available upon request.
What hours do you call?
Typically we work with our clients to define the best hours to call their customers. For commercial projects, we call during local business hours. For consumer projects, our hours can be extended to include evenings and weekends. For highly specialized areas such as medical industry projects, we can accommodate your calling requirements.
Where is your call center?
Most of our calling resources are home-based agents. This allows us to attract more highly skilled interviewers who are able to focus on the call and give more personalized attention to your customers.
What does “native language” mean?
The language that a person acquires in earliest childhood; also, the primary language of a community; also called “primary language” or “mother tongue.”
What language are the comments reported in?
You can elect to have the comments reported back to you in English only, native language only or both English and native language.
Who do I contact for more information?
Contact Jan DeMatteo in the North America at 1.800.475.3747 or Duncan Smith in Europe at +44 (0) 207.278.9339. You may also complete our inquiry form and a representative will contact you.
How do I know how many customers I need to survey?
When we understand the goals and define the details of your program, we will work with you to help determine a statistically valid sample size based on your actual volumes, program needs and/or customer base.
What are the benefits of working with SERVICE 800?
Since our founding in 1989, we have built a global network of professional, friendly calling teams and premier IT and telecom resources. We place a high value on our client relationships – and their feedback. Most of all, we do everything we can to ensure we are delivering unmatched customer satisfaction data that our clients can use to better their businesses.
For more details, visit the About Us page.
Do you offer web surveys?
Yes, web surveys are an integral part of our research process.
Do you perform phone surveys?
Yes, we have a large base of interviewers that perform phone surveys on your behalf, in more than 30 languages every day.
Can you combine web and phone surveys?
Yes, we can work with you to determine how combining phone and web surveys can maximize your investment.
How does the benchmark work and what are its main benefits?
Each benchmark participant provides customer information to SERVICE 800 on a regular schedule. SERVICE 800 samples data at the same level for each participant. Results are collected and combined from all participants to create the benchmark.
Each participant sees their own performance compared to the aggregate of their peers – giving them a clear snapshot of how they are performing relative to the competition and what areas need improvement. Participants do not see the individual measurements of other companies.
For more information, visit the benchmark page.
How do I qualify for a benchmark program?
Contact us to see if we have a benchmark that meets your requirements.
What data do I need to send to SERVICE 800?
We need basic information to perform our work, such as customer name, phone number, and email address. Also consider sending us data that will help you drill down into your results using our web reporting too. For example, you may want to consider sending your region, branch, location, product line and employee ID details, depending on how you want to use your results.
Companies we work with typically send all of the data available for the services we’ll perform. As specified by your organization, we will execute random selections or stratified random selections to meet your requirements.
How do I see my results and how often are they updated?
Using our versatile eSMART web reporting tool, you are able to view everything from general trends to peer comparisons. Easily analyze your information with detailed, multi-level drill-down capability. Results are updated daily to provide you with near real-time access!
For more information, visit our reports page.
Can you help me understand the results and make recommendations on how to best use them?
Our eSMART reporting tool will help you easily analyze your results. If you would like further recommendations, SERVICE 800 would be happy to recommend independent consultants who can help with that part of the process.
How do I determine the correct questions to ask?
SERVICE 800 has many proven, tested questions we can recommend for your specific needs. In addition, we have an experienced questionnaire design team that will assist you in creating your set of questions.
After I sign my contract, who is my contact?
Once your agreement is signed, you will be assigned a SERVICE 800 Account Manager. This person will be your all-in-one resource and single point of contact for questions, concerns or requests to modify your program.
How do you protect my data?
See our data privacy page for details.
How do you manage survey quality?
SERVICE 800 formally trains interviewers, covering phone etiquette, script adherence and comment capturing. Over 90% of the surveys are recorded, of which 10% are randomly selected to be part of an audit process to help ensure our quality standards.
Each interviewer is a part of a calling team with Team Lead Supervisors who perform monthly individual reviews. Corrective feedback from monitoring and audits are shared as necessary and improvements are monitored regularly. Positive reinforcement is provided and exemplary call examples are used for ongoing training purposes.
How long are your questionnaires?
This depends on your requirements. A standard service event follow-up usually contains approximately 10 questions. However, a relationship program will often have a more in-depth and lengthy requirement. We will work with you to formulate the best questions for your program.
How do you avoid calling our customers too often and causing “survey fatigue”?
We create a Skip List based on your choice of time interval (e.g., 30 day, 60 day). If we have had a conversation with one of your customers, we will remove that customer from the call selection for the defined interval. We also maintain a Permanent Skip List of customers who should never be called, based on their request or your definition.
How can I be confident that the results represent my customers overall?
We will help you determine the correct sample size to provide you with the statistical confidence level to meet your business needs.
How do you choose which records you will call from the data we provide?
We take a random sample of all records you send us, so you get a cross section for all service events. We can also perform a stratified random sample by branch, region or another breakout, to give you an equitable spread of information.
How do I reach my Account Manager?
Your Account Manager is trained to provide you with exceptional service – and that includes being readily available to address your needs. If you have lost your Account Manager’s phone number or email address, simply visit our contact us page to find the right regional office and allow us to connect you with your representative.
How do I request changes to my program?
Simply call or email your Account Manager to get the changes in motion. If you need help, visit our contact us page and we’ll connect you to the right representative.
When do I receive my invoice?
Invoices are sent in the middle of the month following the month the work was performed.
What is the primary role of my Account Manager?
Our Account Manager is your single point of contact with SERVICE 800. They will also act as your liaison with our other departments to ensure that your program is managed to your expectations.