Measure the quality of e-mails sent to customers by the world’s largest publisher and distributor of children’s books.
- Customize our E-Mail Quality Review Tool for this benchmarking project
- Review and score a set of 50 randomly chosen customer service e-mails
- Write a report explaining our assessment of the quality of the publisher’s customer service e-mail
- Provide the publisher with the raw scores on the e-mails benchmarked in the study
Our benchmarking study highlighted the publisher’s successes in communicating with customers and pointed out areas for improvement. To address these needs, we