Customer Service Report Card
In order to continue servicing all of our customers’ needs in the best way possible,
we conduct online surveys for both installation work and Customer Support interactions.
Responses to both surveys are noted in the chart below and are ranked on a scale of 1-5,
with 5 being the highest.
In addition to monitoring our survey results, CompassLearning monitors service metrics
for Customer Support. Listed in the chart below are our published performance goals
along with our actual performance ratings year-to-date.
| Performance Goals |
Year-To-Date 2008 |
| 80% of calls answered in < 60 seconds |
91% |
| Average hold time < 40 seconds |
21 seconds |
| Customer Support Surveys |
4.6 |
| Field Service Surveys |
4.6 |
| Installation Coordination Surveys |
4.6 |