Press Release

Quality Assurance Program Contributes to 93% Customer Retention

In down markets one key to business survival is customer retention. Security firm LifeLock boasts an enviable 93% customer retention rate due in large part to their strong quality assurance program.

(Boonton, NJ, February 5, 2009) — Security firm LifeLock boasts an enviable 93% customer retention rate. The key, says Todd Davis LifeLock’s CEO is the company’s quality assurance program.

In an article in the February issue of Customer Service Newsletter, Davis explains that quality assurance monitoring (QA) is more important to Lifelock’s efforts than other quantitative metrics. “We tape all of our calls, and we have a whole department that listens in on or listens to taped calls and applies a scoring system to those calls,” Davis says.

The QA process focuses first of all on reps’ providing accurate information. The second QA issue for LifeLock is security. “If a rep is checking on something in a member account or making a change, we want to make sure the rep follows the appropriate controls and security measures.”

QA monitoring also looks at the issue of engagement. “We look at things like, ‘Have you engaged with the member? How was your listening? Did you hear what the member was saying? Did you validate what you heard?’” Davis says in the article.

QA is so important, in fact, that LifeLock gives special recognition to reps who get high scores on their QAs, “and we tie that into an overall bonus structure for the organization — when reps are delivering really high, world-class service through those QA numbers.”

LifeLock attributes its exceedingly high customer retention numbers — over 93 percent for 2008 — to its member service efforts.

About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com