The GetHuman 500 coming soon (the scoop)

Service Untitled got the scoop about an upcoming initiative by GetHuman called the GetHuman 500 from Paul English, who is the founder of GetHuman as well as the CTO and co-founder of the travel site Kayak.com.

During an interview with Service Untitled (which will be posted sometime early next week), Paul said:

Service Untitled: Do you think more companies will meet such standards as time goes on and they start to be more aware of customer service?

Paul English:
I do and I think one of the things we are going to be doing (I haven’t really talked about this yet, so I’ll give you the scoop on it): the next initiative we are going to do at GetHuman is once a year, we are going to publish the GetHuman 500, which is each of the 500 most commonly called companies by consumers, as defined by us and we have a number of research that we used to come up with that list, and then say, for the next year, these are the companies we are going to target.

We have a woman who works for me and runs most of the GetHuman initiative. Her name is Lorna Rankin and Lorna has contractors who work for her and who help us test and evaluate these companies.

One of the things, we’ll be doing soon, is finalizing the GetHuman standards. Right now the GetHuman standards are sort of public drafts for review, but within 30 days, we’ll have them v1 and once we have them v1, Lorna’s team will call each of those 500 companies and evaluate them on those criteria and rate them. Dell may be a 2 out of 10, Land’s End might be an 8 out of 10, and we will publish the ratings to consumers to say: “We are the GetHuman team and we are the advocates and the champions for this. Based on everything we learned, these are the five things that consumers demand, and this is how the 500 companies stack up with what consumers demand” and I think this is going to be a big deal.

He said this was the first time he can recall that he spoke to a member of the media about the GetHuman 500. It should be interested to see what companies are on it, and how they rank. Look for Paul’s interview on Service Untitled soon. He talks about a lot of interesting things from a very unique policy regarding customer service that he has used at his company to how come Dell’s customer service is so terrible.

Update: This post is now on reddit and digg.

4 Responses to “The GetHuman 500 coming soon (the scoop)”

  1. Aaron Brazell said:

    Aug 12, 06 at 2:19 pm

    I thought it was a NASCAR race…

  2. CustomersAreAlways said:

    Aug 12, 06 at 9:36 pm

    Will You Help Us Spread the News about GetHuman?…

    If you’ve been hiding out with Osama Bin Laden for the past year or two, you probably haven’t heard of GetHuman which I’ve mentioned here and here before. For more in-depth information about the campaign, visit the GetHuman website. W…

  3. Custserv » A COO Walks the Talk - The New Competitive Edge said:

    Aug 13, 06 at 11:41 pm

    […] It is just as well, too, that Doug of Service Untitled sent me a scoop on GetHuman 500. This GetHuman project pushes for having a human—-a real person—-talk to a customer on the phone, instead of those automated responses. I’m fully supporting this one because I, irate or otherwise, would definitely want to talk to a real person about my concerns. […]

  4. Service Untitled » GetHuaman Report Card - customer service and customer service experience blog said:

    Dec 05, 06 at 12:47 pm

    […] On November 20, GetHuman released the first “report card” on their GetHuman 500. If you are not familiar with the GetHuman 500 (which Service Untitled got the scoop about back in August), it is a list of the 500 most commonly called organizations. […]