SBIR Phase I: Method and Means for Collecting and Analyzing Customer Service Performance Data

该小企业创新研究（SBIR）第一阶段项目将测试开发员工绩效衡量平台所需的基线要求，该平台利用技术完成连续的服务绩效数据流，通过使用定量报告和一致、稳定的认可/奖励系统来激励员工达到更高的绩效水平。目前，服务行业内的业务经理很少有可靠的、定量的方法来衡量和管理员工的客户服务绩效。该项目的研究内容包括：1)在现场零售环境中测试POS（销售点）/ PIN-pad技术的使用情况，以确定其支持此交易级调查过程的能力2)确定消费者受访者是否会参与此交易级调查过程3)确定所得数据是否提供有意义的报告，展示客户服务的流动性，并填补有关员工绩效的知识空白。在没有客户及时反馈的情况下，员工绩效和几乎所有其他面向客户的业务要素都变得主观。通过电子方式发送调查问题/在交易层面实时捕获回复，可以获得持续一致的数据测量，从而建立了一个量化的员工绩效系统。将事务级绩效数据与上下文数据（如员工、一天中的时间等）相结合，将衍生出员工绩效测量的新维度。

This Small Business Innovation Research (SBIR) Phase I project will test the baseline requirements necessary for the development of an employee performance measurement platform that utilizes technology to accomplish a continuous service performance data flow used to motivate employees to higher performance levels through the use of quantitative reporting, and consistent, steady recognition/reward systems. Currently, business managers within the services industries have few reliable, quantitative methods for measuring and managing employee customer service performance. Research components for this project include: 1) Test the utilization of POS (Point of Sale) / PIN-pad technologies in a live retail environment to determine their capability in supporting this transaction level surveying process 2) Determine if consumer respondents will engage in this point of transaction survey process 3) Determine if the resultant data provides meaningful reporting that demonstrates the fluid nature of customer service and fills the knowledge gap regarding employee performance. Employee performance and nearly every other customer-facing element of business is rendered subjective without the timely input from the customer. With continuous and consistent data measurement available through the electronic delivery of survey questions / capture of responses real time at the transaction level, a quantitative employee performance system is established. With transaction level performance data combined with contextual data such as employee, time of day, etc. new dimensions of employee performance measurements will be derived.