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1. Customer Success Story
E-mail Surveys Help “HEAR”
Customer’s Voice, Improve
Customer Service

2. HyperQuality
1
Customer Success Story
E-MAIL SURVEYS HELP
“HEAR” CUSTOMER’S VOICE,
IMPROVE CUSTOMER SERVICE
Industry
Voice and Data Services
HYPERQUALITY Success at a Glance
# of Agents
700
Challenge
Offering superior broadband technology is half the reason for this
internet and telecom service provider’s success; quickly and efficiently resolving any problems that occur either with the product or
the people who install it is the other. Because the company places
a high premium on superior customer service, realizing that quality
service translates into loyal and profitable customers, the company
wanted to get a better handle on its customers’ perception of its
performance in this area.
Customer Profile
Types of Calls
Inbound phone calls for customer support, technical support and sales
Call Volume
2 million customer contacts per year
Solution
The company used HyperSurvey, HyperQuality’s short email survey
that helps companies gain insight into customer attitudes as a way
to improve customer service and increase revenue. Results of the
survey are provided through HyperView, HyperQuality’s proprietary
Web-based reporting and analysis tool. The goal of the survey was
to determine whether previous customer service changes, such as
using HyperQuality for call monitoring and evaluation, were generating valuable results.
is most
“ Our customer perspective strategic
important to us... All of our
Results
HyperQuality handled several hundred surveys for the client’s Provisioning unit per month, and just under 1,000 per month for its
Repair center. Very quickly, the survey showed that the Provisioning
side experienced significant percentage increases, including:
• 19% in CSAT (Customer Satisfaction) scores
• 29% in First Call Resolution
• 18% in Total Problem Resolution
• 52% in Likely to Recommend
Senior Manager of
Voice and Data Services Company
imperatives are centered on the customer. With the combined services of
both agent evaluation and customer
surveys, HyperQuality has proven instrumental in moving our business to
new performance levels.
”
Customer Operations
© 2014, HyperQuality, Inc.

3. 2
HyperQuality
Customer Success Story
This internet and telecom service provider owns and operates one of the largest national broadband networks, and is
recognized as a national facilities-based provider of data, voice, and wireless telecommunications solutions for small and
medium-sized businesses.
The company’s broadband and voice over Internet protocol (VoIP) services are available in 44 states and 235 major markets
and can be purchased by more than 57 million homes and businesses.
Becoming the nation’s preeminent broadband provider and maintaining that position - involves much more than technological acumen. It also requires a focused commitment to superior customer service. Bringing superior broadband technology
to customers is half the equation; quickly and efficiently resolving any problems that occur either with the product or the
people who install it is the other.
Towards that end, the company decided to engage the services of HyperQuality, the premier contact center quality assurance firm. The company was already relying on HyperQuality to monitor the performance of its customer contact centers,
with excellent results. The company was intrigued by HyperQuality’s newest offering, HyperSurvey, which helps companies
increase revenue, lower operating cost, and improve customer satisfaction by improving both leading and lagging indicators
through process analysis, survey management, and end-to-end quality analytics. Overall, HyperSurvey helps companies gain
insight into customer attitudes and perceptions as a way to improve their customer service.
Through HyperSurvey, a short email survey allows customers to provide their impressions of a company’s communication,
whether telephone, email or chat. Ultimately, the data collected can be turned into actionable intelligence, which will
help companies understand the attitudes that drive satisfaction and allow them to make faster, better-informed business
decisions.
To create the e-mail surveys, HyperQuality analysts work with each company’s internal resources to develop the appropriate
survey questions. Surveys are supported in over 20 languages, are customizable in appearance, and can be created using
various templates and themes. Questions can be revised as a company’s business needs change, and individual surveys can
be customized midsurvey, based on the answers received. Survey questions are developed to measure customer perceptions,
emotional responses, and customer loyalty.
Once completed, the surveys are distributed by HyperQuality through a complex process of audience management and email
validation. Personalized email invitations, survey reminders, instant results, and anonymous responses can be included as
part of the program.
Results of the survey are provided through a standard set of reports available through HyperView, HyperQuality’s proprietary
Web-based reporting and analysis tool. Reports include respondent data, trend reports, operational dashboards, outlier and
exception reports.
The internet and telecom service provider initiated a Provisioning survey and a Repair survey, translating to more than 1,000
surveys per month. The general idea of the surveys is to understand the customer’s satisfaction with company installs. These
surveys are sent for specific tier-1 and tier-2 repair customer support.
The importance of these surveys cannot be overstated, according to the company’s Senior Manager, Customer Operations.
© 2014, HyperQuality, Inc.
Voice and Data Services Company

4. HyperQuality
3
Customer Success Story
“Our customer perspective is most important to us,” she emphasized. “All of our strategic imperatives are centered around
the customer.”
The installation process covered by the Provisioning surveys falls into three main phases: sales, provisioning, and installation. The survey contains questions addressing each of these areas. The survey also allows the customer to offer “color”
commentary, for further analysis of dissatisfaction or satisfaction (e.g., the installation took too long, what I was sold isn’t
what was installed, the installer wasn’t professional).
For those customers who had a bad experience (as noted in the survey), the company has dedicated people to call those
customers back and help improve the experience. The surveys also allow the company to measure the performance of each
phase of the installation, resulting in internal accountability for its employees.
Similarly, on the repair side, customers who call in for support would receive a Repair support survey. Again, for those customers who had a negative experience or whose problem remains unresolved, the company has dedicated people in place
to quickly call back and ameliorate the situation. The repair survey has additional questions regarding reasons for customer
satisfaction such as average handle time, number of transfers, agent satisfaction, and first call resolution. As a result, statistics to this data can be applied to find the key drivers to satisfaction and support the company on key areas to improve.
“We’ve discovered a great deal of ‘low-hanging’ fruit in the Provisioning surveys,” the Senior Manager, Customer Operations
said. “Most of these were items we were able to tackle right away by reviewing and fine tuning our training methods within
the installation process.”
The improvements that the company has seen in just a few months provide a clear illustration of this “low-hanging fruit.”
Consider these percent increases:
•
19% in CSAT (Customer Satisfaction) scores
•
29% in First Call Resolution
•
18% in Total Problem Resolution
•
52% in Likely to Recommend
Given the company’s satisfaction with these early results, it has implemented HyperSurvey in other areas, including the
company’s billing process. “It was really a team effort between HyperQuality and our company,” she said. “Our contact
at HyperQuality, Kip Rapp, brought extensive experience to the table in terms of designing and implementing surveys. We
told him exactly what we wanted to accomplish, and he explained how we could get there. Once the survey questions were
developed, Kip and his team fine-tuned them based on our comments and feedback.
“By the time the surveys went out, we were extremely confident they would uncover the information we needed.”
“Besides the actual data that HyperSurvey generates, the surveys provide an even more fundamental benefit.
“This program allows us to focus not only on monitoring but also on the direct feedback from customers,” the manager said.
“With the combined services of both agent evaluation and customer surveys, HyperQuality has proven instrumental in moving our business to new performance levels.”
Voice and Data Services Company
© 2014, HyperQuality, Inc.

5. For more information, contact:
HyperQuality, Inc.
One Convention Place, 701 Pike Street, Suite 1560, Seattle WA 98101
877.283.7110 | sales@HyperQuality.com | www.HyperQuality.com
Copyright © 2014 HyperQuality, Inc. All rights reserved.
Other trademarks are registered trademarks and the properties of their respective owners.
Product specifications and features are subject to change without notice.
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