1993 First Customer Service Surveys Deployed
Our first surveys were deployed for mortgage customers and were designed to assess the satisfaction with their experience with the loan process.
It was this early work in customer satisfaction that provided the opportunity to design a more actionable approach to customer loyalty.
We realized that most customer dissatisfaction is the result of different expectations between service providers and the customer. Since understanding the customer perception of service was only half of the answer, we also assessed what the mortgage company employees felt customer perceptions would be. This enabled employees to be more engaged in the process as they learned what customers said about their service levels.
Today, Perceptyx has set a new standard for real-time data collection and reporting in part, because of advantages from lessons learned in our early work on customer satisfaction programs.