Our goal was to develop CustomerServiceScoreboard.com to be both a resource for new customers to get an inside look at the customer service they could expect to receive, as well as a place for existing customers to help hold companies accountable
Scottsdale, Ariz. (PRWEB) August 4, 2009
Launched earlier this year, CustomerServiceScoreboard.com offers a unique way for consumers to learn how the customer service offered by hundreds of companies rates and compares to one another. Utilizing the first rating system of its kind, companies are scored and ranked against each other based entirely upon customer feedback.
Web site visitors to http://www.CustomerServiceScoreboard.com are asked to leave comments concerning the customer service they received. Users also can rate each company from 1-10 in five categories including friendliness, issue resolution, ease of cancellation/return, ease of access and product knowledge. Their feedback is then grouped with all other responses to determine an overall score. The results are presented in the format of a scoreboard for each company, as well as a complete leader board ranking all of the companies against each other. This is the first real-time mathematical method used for comparison of customer service.
"Our goal was to develop CustomerServiceScoreboard.com to be both a resource for new customers to get an inside look at the customer service they could expect to receive, as well as a place for existing customers to help hold companies accountable," said Michael Goldfarb, co-creator of the site. "We wanted to be sure that this wasn't just another complaint site which is why we have encouraged people to leave positive comments and also created an area for employees to respond."
So, what are the results so far?
As of the date of this writing, only 13% of the companies have had their customer service scored as acceptable or better. Looking deeper into the statistics provided by the site, companies score highest in the friendliness category and lowest when rated for the ease of cancellations/returns.
"We hope that our site will help companies understand the importance of providing good customer service," said Michael McCallister, co-creator of the site. "Reading through many of the comments that people have left on the site, it is obvious that consumers consider customer service as one of the top factors in their purchase decision process."
Using a unique scoring system, http://www.CustomerServiceScoreboard.com provides rankings of the customer service offered by hundreds of top companies. Consumers can post either positive or negative comments as well as rate each company in multiple customer support categories. Companies are then ranked against each other to provide the first mathematical method for comparison.