What Metrics Should Leaders Use to Measure Quality Service?
Leaders should use a variety of metrics to measure quality service, including:
- Customer Satisfaction Score (CSAT): Measures how satisfied customers are with a product or service. - Net Promoter Score (NPS): Indicates customer loyalty and the likelihood of recommending the business to others. - Customer Effort Score (CES): Assesses how easy it is for customers to get their issues resolved. - First Contact Resolution (FCR): Tracks the percentage of customer issues resolved on the first contact. - Average Response Time: Measures how quickly customer inquiries are addressed.