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Etruvian Consulting launches its first customer service benchmark

Written By: Maya Michaels | November 5, 2012 | Posted In Poker News

An independent branch of affiliate PokerStrategy.com, Etruvian Consulting has launched its first customer service standard for the online poker sector and it will make enjoyable reading for PokerStars which has emerge on top.

The website which is situated in Isle of Man headed the ratings in 6 of the 8 areas tested to take the entire top ranking ahead of PartyPoker in next place and PKR in third.

The benchmark evaluated how the customer support operations of 20 online poker providers replied when working with a new user. The study thought of 8 areas: accessibility; response times; product knowledge; presentation; personalisation; friendliness; escalation (how eager a support agent is to go and learn information as a way to answer a question, such as escalating it to a VIP manager or more knowledgeable team member); and going the extra mile.

Etruvian employed a Mystery Shopper method of collecting information to rate the quality of email and live chat support and manually applied scores based on a four-tier scoring framework. The report used over 6,000 separate data points, with over 300 per operator to find their overall ratings.

PokerStars registered an overall score of 8.8 out of ten with PartyPoker and PKR both receiving 8.3 out of ten. At the other end of the scale, BetClubPoker with 3.1 and iHoldem with 0 propped up the table of the companies surveyed.

“The observations put forward in this benchmark report have looked closely at the quality of service provided by the support teams in the online poker industry,” read a statement from etruvian. “The tests highlighted that there are support operations that are able to both respond within an above average time, whilst still managing comprehensive and personalised answers, whilst others provided incomplete answers after a longer than average wait time.”

“All of the different operations have different opportunities to optimise aspects of their customer support quality; however the tests proved that strong performance is possible in all categories together.”

A comprehensive analysis of the data is available from etruvian Consulting, as well as assessments of single test sessions, an operator’s results across each category, through to the whole results in comparison to one another.

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