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There are a wide array of opinions about measuring Service Deflection out there in the industry today, and as many methods to do so. In a study we did several years ago, we found that out of over 90 survey respondents there were almost 80 different measures of deflection being used.
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Just in the past few years we have noticed a trend where companies are consciously limiting or denying customers direct phone access to technical support staff. They are in fact reverting back to a Call Back support model that was pretty standard back in the early 1980’s.
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A recent study conducted by Service Strategies and ServiceXRG reveals that companies have a wide variety of methods for measuring the effectiveness of their eservice offerings. While this is not a revelation, it confirms the fact that companies continue to struggle with quantifying the effects of electronic services.
According to the study, which included responses from approximately 91 technology service providers across the industry, 68% of the respondents indicate they are measuring service deflection to their websites. In addition, reported deflection rates are stated to be rising, to a level of approximately 27% in 2005.
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